Goal
To provide knowledgeable assistance to patrons with confidence and with 100% patron satisfaction
Knowledge Structure:
Objective
Know the LC system to locate materials in a timely manner
Materials are shelved using the Library of Congress system. The third floor contains main stacks items containing the call numbers K-Z and oversize materials for items containing the call number A-Z.
Step
Student assistants will complete the LC online computer training program with a minimum score of 70% to maintain employment. Once accuracy has reached 80%, student assistants may begin shelving and assisting patrons.
Step
Student assistants will become familiar with the layout of the floor, such as the direction of the flow of books from shelf to shelf and aisle to aisle. Students will learn location of oversize materials.
Step
Student assistants will learn the location of all materials located in the library, as well as how to distinguish between collections and library in which material is located.
Libraries will include ASU, WCU, and UNC-A.
Collections and locations include IMC, films, periodicals, microforms, government documents, Special Collections, reference, browsing, new books, ready reference, audio books, oversize, main stacks A-J, and main stacks K-Z.
Objective
Demonstrate proficient knowledge of the integrated library system to perform reference searches in relation to locating materials
The ASU Library and Information Commons utilizes two integrated library systems: telnet and Millenium. Telnet is prompt-based, using passwords and a combination of letter/number commands. Millenium is point-and-click based, but also utilizes shortcut functions with the F1-F12 keys. The Library's goal is to eliminate the telnet system within 1-5 years, so using the Millenium system is encouraged.
Step
Student assistants will be able to determine which system to use based on the information needed to perform an adequate search
Step
Student assistants will be familiar with passwords and directions to log-in and perform certain searches.
Step
Student assistants will recognize what information to view when looking at an item record. Typical information will include check-in date, location, and status.
Example: A patron has a call number. The student assitant views the item record, notices the last check-in date is today, knows current check-ins are behind the circulation desk, and directs the patron to the circulation desk to retrieve the item.
Objective
Be able to troubleshoot computer and printer problems, and who to contact for further assistance.
Step
Be able to perform basic troubleshooting problems, including file downloading and saving. Call or direct patron to IT specialist for additional assistance
Step
Know where, how, and when to load paper trays in printer, how to clear error codes, and how to replace toner
Presentation
A student assistant's shift is typically 2-3 hours. Instructors need to provide presentation based on individual student assistant's work schedule over the course of 1-2 weeks.
The presentation will include a tour, powerpoint, and demonstration. Student assistants will first be given a tour of the building with mini-lectures at each department discussing each individual department, the department's contribution to the library, and the department's role in 3rd floor stacks.
A powerpoint discussing the following:
-Shelving systems: LC, DD, sudoc; locations, stickers, recognizable differences
-Demonstration with step-by-step instructions of how to use Millenium and telnet
1.After completing the initial training day, student assistants are expected to complete the LC computer training course with a minimum score of 70%. If the assistant makes a score lower than the minimum, the supervisor will review shelving systems and the assistant will retake the course in the presence of the supervisor. The supervisor will monitor progress and explain why certain questions were incorrect.
2.The student assistant will sort 20 items in correct order in the workroom. The supervisor will assess the order. If sorted incorrectly, the supervisor will explain the mistakes, and the assistant will sort another 20 items. Once items are sorted correctly, assistant will shelve materials either with an experienced assistant or individually. Afterwards, the supervisor will assess progress.
3. The student assistant will participate in supervisor-guided mock search scenarios. The supervisor will explain the 2 types of library systems and how to search for materials via the website.
Practice
The supervisor will assess all material sorted and shelved by the student assistant for two weeks. Student assistants are encouraged to aid patrons and to report to supervisor with any questions. Patron feedback is available via the customer service questionaire provided at the circulation desk.
Learner Guidance
Student assistants are encouraged to perform shelf-reading and search for items on the missing list or inventory, as this process allows assistants to become more familiar with the LC classification system. As assistants become more familiar with locations and shelving system, they are able to more confidently aid patrons. Any issues reported via the customer service questionaire are discussed with all assistants and procedures are either enforced as a reminder or new solutions are formulated.
