IUP Libraries

WELCOME TO OUR STUDENT EMPLOYEES

IUP LIBRARIES

Stapleton-Stabley LibraryCogswell Music LibraryKittanning Campus LibraryPunxsutawney Campus Library

INTRODUCTIONS

NameHometownMajorLibrary & Department

IUP LIBRARIES’ MISSION

The University Libraries of Indiana University of Pennsylvania provide support for teaching, research, and the personal enrichment of members of the IUP community.

What does this mean to you?

WHAT CAN WE DO FOR YOU?

Provide good trainingProvide opportunities to learn valuable

skillsListen to your concernsValue your contributionsEnsure you have a positive experience

WHAT CAN YOU DO FOR US?

Be a member of the teamParticipate in trainingBecome an expert in your unitProvide quality serviceBehave professionally

Our patrons….

So how do we treat our patrons?

With respect and courtesy.

In a timely manner.Using good listening

skills along with topnotch library expertise.

Quality Service

Patrons are the reason we are here

Treat the patrons the way you would expect to be treated

If you can’t help a patron, refer them to a staff person.

“ I don’t know” is not a good answer.

And the phone rings….

How do you think you should answer the phone?

Phone Etiquette

Greet the patronListen carefullyAnswer questionsRefer & TransferTake message

UNHAPPY PATRONS

What do you do with an unhappy patron?

Problem Solving

ListenAcknowledgeProblem solveReferMove on…everyone

has bad days

EMERGENCIES

Tell your supervisor immediately

If not available, call police at 9-911

Emergency exits marked on floor plans, use them!

Fire extinguishers marked on floor maps

First Aid Kit available in all units

PATRIOT ACT

What is it?Legislation in response to September 11th

What does it do? Allows law enforcement easier access to

information.

PATRIOT ACT

What sort of information?Patron records, computer use

How do they get this informationNeed a court order/subpoena

PATRIOT ACT

Why do you need to know?Could be approached in your work area by

officials with badges and official documents.

What do you do?Immediately tell your supervisor/building

supervisor/administration – use the information sheet in your work area.

PATRIOT ACT

What you don’t do:Tell them to leaveGive them any informationTell others about their visit – part of the

law is a “gag” order, illegal to gossip about their inquiries.

Stapleton Library

Cogswell Music Library

Armstrong Campus Library

Punxsutawney Campus Library