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IUP Libraries

IUP Libraries. WELCOME TO OUR STUDENT EMPLOYEES. IUP LIBRARIES. Stapleton-Stabley Library Cogswell Music Library Kittanning Campus Library Punxsutawney Campus Library. INTRODUCTIONS. Name Hometown Major Library & Department. IUP LIBRARIES’ MISSION.

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IUP Libraries

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  1. IUP Libraries WELCOME TO OUR STUDENT EMPLOYEES

  2. IUP LIBRARIES • Stapleton-Stabley Library • Cogswell Music Library • Kittanning Campus Library • Punxsutawney Campus Library

  3. INTRODUCTIONS • Name • Hometown • Major • Library & Department

  4. 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?

  5. WHAT CAN WE DO FOR YOU? • Provide good training • Provide opportunities to learn valuable skills • Listen to your concerns • Value your contributions • Ensure you have a positive experience

  6. WHAT CAN YOU DO FOR US? • Be a member of the team • Participate in training • Become an expert in your unit • Provide quality service • Behave professionally

  7. 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.

  8. 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.

  9. And the phone rings…. • How do you think you should answer the phone?

  10. Phone Etiquette • Greet the patron • Listen carefully • Answer questions • Refer & Transfer • Take message

  11. UNHAPPY PATRONS • What do you do with an unhappy patron?

  12. Problem Solving • Listen • Acknowledge • Problem solve • Refer • Move on…everyone has bad days

  13. 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

  14. PATRIOT ACT • What is it? • Legislation in response to September 11th • What does it do? • Allows law enforcement easier access to information.

  15. PATRIOT ACT • What sort of information? • Patron records, computer use • How do they get this information • Need a court order/subpoena

  16. 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.

  17. PATRIOT ACT • What you don’t do: • Tell them to leave • Give them any information • Tell others about their visit – part of the law is a “gag” order, illegal to gossip about their inquiries.

  18. Stapleton Library

  19. Cogswell Music Library

  20. Armstrong Campus Library

  21. Punxsutawney Campus Library

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