JUL Operating Manual

The mission of the Joint-Use Library is to provide seamless service to each and every patron who enters the building, regardless of affiliation. All staff are responsible for providing excellent customer service to internal and external customers. 

Some staff are cross-trained and scheduled to work in reference, computer labs, and circulation. See your supervisor if you would like to get training in another area in the building.

Seamless service also means making timely and appropriate referrals to other staff in the building and other departments when necessary. Questions about accounts that cannot be easily resolved should be referred to the Welcome Desk. Reference transactions, especially for students, should be referred to the Reference Desk. Technology questions go to the computer labs. Students who need assistance with classes, Canvas, and significant computer help should be referred to the Tutoring Lab. Community patrons who need significant computer assistance should be directed to the VBPL computer training classes.

SERVICE POINTS

The JUL provides multiple service points throughout the building to serve patrons. All staff are responsible for knowing the primary functions of each service point to best refer patrons when necessary.

• Wear your name badge in the public areas of the library so patrons can easily identify you as staff and will feel more comfortable seeking assistance.
• Refrain from personal reading (magazines, personal web searches, games, Facebook, etc.) at Service Points.
• Refrain from long or loud conversations at the Service Points.
• Arrive to the scheduled service point on time or early. If you are going to be late, inform those on the desk.
• Do not use headphones or earbuds at the Service Points (except at AMH).
• Refrain from hanging around desks where you are not assigned.
• Only staff should be behind Service Desks, offices, and in workrooms.
• Be approachable and ready to help. Greet patrons as they come to the desk.
• Since staff and customers have varying sensitivities to scents, please be respectful of others and don’t spray scents at work, particularly in any areas where there can be a lot of people.
• Remember your library voice.
• Be ready to move! Don't just point -- when possible, help patrons find what they're looking for.
• Answer the phone promptly. Deliver detailed messages to other staff as quickly as possible.
• Maintain good customer service standards for internal customers (your coworkers, supervisors, fellow TCC  and VBPL staff) as well as external customers (students and community patrons).
• Do not talk about patrons or coworkers at the Service Points or in any public area.
• Be conscious of your demeanor at the desk -- Do you appear open, approachable, and helpful? Or do you appear distracted or preoccupied? Perception is everything -- smile at patrons as they walk by, proactively ask if they need help, and keep a positive tone in your voice in person and over the phone. 
• Personal cell phones and electronic devices should not be used at a service point unless needed to log in via MFA or troubleshoot a technical problem. Talking, texting, or playing on a device while at a service point does not convey the message of helpfulness we are trying to convey. If you must have your phone, please refrain from using it at the service points. If you need to make a call, get coverage for the desk and step away from the service area.
• The phones at the service points are reserved for incoming calls and outgoing calls related to reference, circulation, or the computer lab. Other phone calls should be conducted away from the service points. (Patrons may use the phones to make emergency or quick phones calls. Please remind the patron that it is a business line and to keep it short. Dial the number to ensure it is a local number (not long distance numbers). 
• ALL staff are responsible for explaining and applying library policies to patrons and/or referring policy matters to the appropriate manager.

If you need to stock WIFI handouts, Campus Maps, or How to help students locate their classes! forms for any service points, they are located on the VBPL JUL SharePoint site under Joint-Use Library Information, then Forms. Please do not make copies of any existing forms that you may have but instead print from SharePoint. The reason are two-fold: 1) the updated forms are posted on SharePoint, and 2) the printed versions look better than the copied ones. TCC staff who cannot access the link should contact Cindy Alexander or another VBPL staff member for assistance.

Sydney Gordon can order copies of the Joint Use Library brochures from TCC Visual Communications.