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Front Desk Tasks: Directions

So, you work at the library front desk. What is it that you do there?

Tracking Who and How We Help

Every time you interact with someone to help them as a student library assistant, use the following form to track the interaction: https://stmary.libinsight.com/questions. This lets see trends in interactions over time and helps us demonstrate our value to administration and the university community as a whole.

Physical Directions

There are restrooms on the first floor outside the classroom center of the learning commons. On the second floor, the restrooms follow the wall outside Special Collections.

A bottle-filling water fountain is located near each set of restrooms.

Special Collections, University Archives, and the Reading Room are on the second floor, which is also the designated quiet floor. Stairs to the second floor are at the very front and the back of the Keleher Learning Commons.

The elevator is card-only. If someone needs to use the elevator, talk to the library assistant at the front desk for the card.

Telephone Directions

"Good Morning/Afternoon/Evening, Keleher Learning Commons, this is (your name), how may I help you?"

  • Be polite and courteous. 
  • Repeat caller's question for clarification and provide an answer. 
  • When the caller is speaking, listen to what he or she has to say without interruptions. 
  • If the librarian is unavailable, please take a detailed message:
    • Name of caller
    • Date & time of call
    • Caller's phone number
    • Detailed message
    • Your signature
    • Take the message to the person or alert her/him that a message is at the Circulation Desk.
  • If transferring a call, let the caller know before transferring the call. Tell caller, in the event there is a disconnection, the number to reach (name of person being transferred to) and their extension.