revised th 2013-05-30 14:54 est created mo 2004-07-26 lesson 12a. service desk area / bringing...

Revised TH 2013-05-30 14:54 EST Created MO 2004-07-26

Lesson 12a. Service Desk Area / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 1/59

Lesson 12a

What’s Where in the

Service Desk Area



Please go to Full Screen mode now(Click your right mouse button, select “Full Screen” from the menu)



Quick Contents

Service Desk Area.……..………..……11

Total slides: 59



How is the Service Desk Area organized?



What resources are kept where?



The Desk area is the nexus of Access Services & Reference

Services



Lesson 12.What’s Where in the Service Desk Area

A Self-Paced Module in the Instructional Project Bringing Learners and Library Skills Together: Using Computer-Based Instruction for Training Student Assistants at a University Research Library



Learning Objectives for this lesson

To provide an introduction to the Service Desk Area



After experiencing this lesson, you will…

Have a basic understanding of where things are located in the Service Desk area



Division of the lesson

This lesson is divided into two parts: Lesson 12a will introduce you to the basic layout of the Service

Desk Area The next sub-lesson, Lesson 12b, provides instruction on

The contents of the Access Service desk drawers and cabinets



§12.1

The Service Desk Area



Service Desk Area

The Service Desk Area is the hub of all public services activities

It supports the two main objectives of our department: To maintain the integrity of and access to the various library

collections To assist library users as needed to find materials and gain accurate

information related to their research needs

As such, it is both the management center for all access services-related tasks having to do with collections maintenance, as well the library’s two main points of contact between library users and library personnel…around issues of research, item requests, patron status, fines, and the like



Service Desk Area (2/45)

Before we look at the interior organizational space, let’s see what a library user sees when they approach the Service Desk

As the user walks up to the Service Desk, s/he will see 5 desktop computers and other equipment, at least two staff persons, and usually one student library assistant




The Service Desk, curving along the right front of the floor, is separated into two departmental areas

Facing the desk, the Access Services area is on the left side of the desk

Reference Services is on the right side of the desk


The two Reference computers are on dual-monitor posts, so that—when needed—a library user can see what a reference person is displaying for them

The ADA-compliant, wheelchair accessible lower desk is at the extreme right of the Reference portion of the desk

Facing the Service Desk is the public area with many computer stations




And to the right of the Service Desk are a number of machines, including Add-Value, Digital Sender, and the Pharos Printing Station #2 and two printers






In addition to human staffing at the desk which provides critical information, communication, and operations to assist the library user, there is signage…

For instance, positioned on the Service Desk surface will be maps, instructional material, and other equipment, such as staplers




When a library user is at the Access Services portion of the desk, they will be assisted by between one and three staff and student employees, at any of the three Access Services computers

The leftmost computer is generally used by a staff to provide key services

The middle computer is used by our Technology Support staff to handle various digital devices




Let’s now explore the interior layout of the Service Desk Area




The Access Services section of the Service Desk Area consists of: One half of the Service Desk 3 of the 5 Service Desk

desktop computers Book carts Cabinets Temporary book shelves Course Reserve shelves,

transit shelves, and other shelving

Staff printer and photocopier




On the next slide is an overhead map of the area

Let’s preview the area in a counterclockwise motion, starting at the entrance to the Services Desk area

Each item is highlighted in turn

(Paper copies of this map are on the MUCD cabinets near the log sheets, for use in familiarizing yourself with placements)



Public Area

Course Reserve

range

Tem

p S

hel

ves

Music CD cabinets Music CD cabinets

Utility cabinet

Course Reserve

range

Course Reserve

range Courier cart Book

Return

Ref-2 computer & ADA desk

Ref-1 computer Circ-1

computer

Circ-2 computer

Circ-3Tech Support computer

ILL, E-Z Borrow items to be picked up

Training computers

Remagnetizer

Reference phone

Access Services phoneService Desk printer

Catalog Review, repair cart

DVD & Data CD drawers

Lost & Found cabinet

Demagnetizer, extra supplies

cabinetFile

Folders cabinet

Transit Items cart

Course Reserves Return cart

Staff In/Out board

Entrance from Lobby

Entrance to Room 101

Shelving carts

Data

Logshee

ts

Data Logsheets Audio cassettes drawer

CD return tray

Discharged items return cart

Popular Magazines

Digital Devices Cabinet

Staff Copier




Let’s briefly look at each feature, in turn


The Staff In/Out Board displays which staff are in the building at any time, and when others will return

It is visible on a cabinet near the entrance door to the Service Desk area, and is one of the first things to notice upon entering the area






The Access Services VoIP (Voice over IP) digital telephone, located in the right corner of the Service Desk (facing outward) near the first staff computer, is used to provide information to callers and to route calls to staff members




The Transit Item cart is located under the desk and phoneItems that are checked in and belong to another unit of the WVU Libraries are temporarily placed here before being routed to their home libraryLater, a staff person will package the items to be couriered to their respective library




The desk itself is the main interactive space for Access Services and Reference ServicesThe long and broad surface arc of the desk holds relevant equipment and provides room for performing transactions with the public, such as charging out booksThe desk contains drawers……and space underneath for computers, cabinets, carts, etc.




Three computers—Circ-1, Circ-2, and Circ-3, from right to left—are positioned on the desk, to run the Voyager Circulation modules, web browsers, and related softwareA barcode scanner is attached to each computer

Circ-1Circ-2Circ-3




The File Folders cabinet, containing many of the forms we use frequently use—such as Out of Order, Job Applications, etc.—is located below the Circ-1 monitor, adjacent to the transit item cart




Between the Circ-1 and Circ-2 computer monitors on top of the desk are… Various date due stamps Reserve counter Two tracking log clipboards

We will explore these in more detail in the next lesson




The demagnetizer or “desensitizer”—located on top of the extra forms cabinet between the Circ-1 and Circ-2 computers—is used in the item checkout process to remove the security magnetic charge from the item

This is done so that the exit alarm will not be activated when the library user legitimately takes the item out of the library




The Lost & Found Items Cabinet is located below and between the Circ-2 and Circ-3 computer stations

We store found flash drives, equipment, books, jackets, etc. in this locked cabinet




The staff Reference VoIP phone is located on the desk to the right of the Ref-1 computer monitor




The Reference Services computers, from right to left, are numbered Ref-1 and Ref-2 (lower, at the ADA station).

Reference people staff at least one of these computers for many, but not all of the hours that we are open

Notice that these two computers have dual monitors, so that they can work with library users in reference searching

Ref-1

Ref-2




The Service Desk printer is networked to handle print jobs from all of the Service Desk area computers

It is located at the extreme left “L” end of the desk




The Service Desk copier is located adjacent to the printer and entrance to Room 101

It is for use by staff and is accessible with a login

In addition, it functions as a second networked printer in the Service Desk area

And like the other copiers, you can scan documents to your email address in Adobe PDF format




Available shelving carts are placed against the wall between the entrance to Room 101 and the utility cabinet




The utility cabinet is adjacent to the available shelving carts and contains first aid materials, keys, tools, markers for the white boards, and other equipment




The Course Reserve area consists of 3 ranges of wooden shelving, and a Course Reserve Returns cart, by the back windows dedicated to books and other materials placed on Reserve by instructors, for use by their students

Although most Course Reserve materials are now in electronic format and can be accessed via the eReserves web page, the paper format content is still used




The Popular Magazines cart behind the Course Reserves stores current periodicals such as Cosmopolitan and Popular Science in blue boxes arranged alphabetically by title

These current periodicals tend to “disappear” if left out in the public area

Check out procedure is provided in Lesson 13d




The Catalog Review cart behind the Course Reserves shelves is for placement of items discovered, during check-in, to need catalogue fixes by Database Services

Items needing repair are also placed on this cart




The wooden temporary or “Temp” Shelves are where we place all returned or retrieved items

They are organized into call number order

Ground floor items are in the left shelves, and second floor items are in the right shelves

Main floor items are on the bottom shelves

Later, the items are loaded onto book carts and re-shelved




Near the Temp Shelves could be a number of large shelving carts: book carts with materials ready to be reshelved




Adjacent to the Temp Shelves is the remagnetizer table

When books are returned, we remagnitize the metallic security strip inside them before placing the book on the Temp shelves or on a cart to be shelved




Two instructional computers are located against a rear window, for library training and for logging in to the MyAccess/MyTime payroll system




To the left of the instructional computers, by the windows, is the Digital Devices Cabinet (laptops)

It contains 15 Dell Latitude laptops, 5 Apple MacBook Pro laptops, their power adapters, and various other devices that can be checked out for four hour periods within the library by students, faculty, or staff




The Courier Cart, located near the book return drop box, is for placement of materials going to and coming from other on-campus libraries

Courier materials are shuttled every weekday in the afternoon




The Pickup Transit Items shelves are located in the tall cabinet in the back corner of the Service Desk area

The shelves, arranged in alphabetical order by the user’s last name, contain BookExpress, E-ZBorrow, ILL and other items awaiting library users to come check them out




The ILL return shelf is located at the bottom shelf of the Transit returns cabinet

This shelf is designated as the location to place returned InterLibrary Loan items




The Book Return Drop Box is in the far corner and collects items dropped through the exterior return slot




The MUCD Cabinets (Music Multimedia / CD) are located directly behind the Service Desk and contain thousands of music CDs in call number orderMore about them in Lesson 12b



Access Service Desk Area (41/45)

The DVD and Data CD drawers are in the back MUCD cabinets facing the rear wallThe DVD drawer contains a few instructional DVDsThe 3 Data CD drawers contain many CDs in call number order that accompany books and share the same call numberMore about them in Lesson 12b




Various log sheet clipboards for collecting daily operations data are among the materials located on top of the MUCD cabinetsMore about them in Lesson 12b




Audiotape music cassettes are stored in a top drawer of the MUCD cabinets near the Reference Services portion of the Service DeskMore about them in Lesson 12b




The CD Reshelving Basket is located on top of the MUCD cabinets closest to the Access Services area.Music CDs which have been returned and checked in are placed here to be reshelved into the cabinets.




Lastly, the Access Services Discharged Items Return Cart is located directly behind the Access Services Desk, in front of the MUCD cabinetsItems that have been checked in are placed here for review by staff, to confirm that all items have been checked in



Walkthrough

Congratulations, you have completed an overview of the layout of the Service Desk area

Before you continue, please take a copy of the layout map from the MUCD cabinets and walk through the area in a counterclockwise manner, observing the locations of all the objects that you just learned about

Then come back to this slide and complete this lesson



Recap and a look ahead

You have now been introduced to an overview of the Service Desk Area

In Lesson 12b, you will learn about the organization of the Service Desk drawers and cabinets



Response to Lesson 12a

Thank you for your participation in experiencing lesson 12a

Please access the online response form to report on your learning experience

When you have submitted your responses to Lesson 12a, proceed to Lesson 12b

http://libguides.wvu.edu/survey.php?survey_id=7802

revised th 2013-05-30 14:54 est created mo 2004-07-26 lesson 12a. service desk area / bringing...

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