Access Services Staff: Making referrals and looking up known titles

This guide is to help Access Services staff and student workers do the following:

• Distinguish between different types of questions received at their desks and know which type of questions they are expected to answer and which ones they should refer to a librarian
• Know what to do when someone asks a reference question and there isn't a librarian scheduled at the Research Help Desk
• How to refer patrons to online forms and services
• Assist patrons with looking up books by title and/or author.

• Help people with policies and procedures related to borrowing services and course reserves.

• Help people look up specific titles/authors in the library catalog using Primo to see if they are in the library collection or on course reserve.

  • Ask the person if they only need that specific title or if they can use other sources for their research.  If the person needs other sources or you are unable to find the title they need, do the following: 

    • Refer them to the Research Help Desk if someone is there.

    • If no one is there, explain when the Research Help Desk will open.

    • If they need immediate assistance, attempt to contact a librarian currently in the building.  If no one is available, refer them to the Get Research Help page and encourage them to use AskUs24/7.

    • You can also invite them to use email or make an appointment.

  • If the student is looking for their textbook but doesn’t know the title, you can search course services by professor name or course number.  You can also, ask them to consult their syllabus for this information.

• When students need books by topic, refer them to a librarian.

• Know what equipment is available for checkout and where to direct people to for help with the equipment.

• Help people find items on the 2nd and 3rd floors. 

• Direct people to the Technology Assistance desk for technology questions and for help with printing and scanning 

• Sign community users into a computer and answer questions about printing. 

• Direct people to scanners as an alternative to photocopying. 

• Help people locate and reserve spaces.

• Help people find request forms on our About page or Site Index. 

• Help with faxing.

• Know how to help with microform copy services.

• Tabling request policies and form.

• Photo/video shoot policy and form.

• How to generate a trace.

• Library locations/floor maps 

• Direct people to classrooms and consult the Classroom schedule 

• Direct people to a librarian for research questions.  See To refer, or not to refer? page.

Sarah O'Shea

Access Services Librarian

110 Penfield

ph.315-312-3060

sarah.oshea@oswego.edu

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Deidre Devlin

Library Clerk 3

127 Penfield Library

ph.315-312-3543

deidre.devlin@oswego.edu

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