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Foley Library User Services Training Guide
2. PRA—Virtual Reference Chat
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Foley Library User Services Training Guide
1. Welcome
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Student Employee Expectations
How to Use This Guide
Setting Up Direct Deposit
1. Arriving At Work
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First Steps When Arriving
Timesheets & Payroll Information
Sick Leave
Wage Information
WhenToWork & Sick/Absent Protocols
Your Rights as a Student Worker
Communicating with Supervisors
Your Supervisors
1. Foley Building & Work Areas
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Circulation Area
Building Partners
General Building Information
Giving Directions
1. Patron Services
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Confidentiality
Interacting with Patrons
Patron Etiquette
Foley Building Directory & Phone List
Friends at the Desk
Conversations at the Desk
Foley Public Hours
Library & Department Mission Statements
Library Services & Scholar Support
Personal Boundaries
Patron Questions
Interlibrary Loan & Summit
1. Library Policies
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Building Policies
Donations
Patron Types
Loanable & Non-Loanable Items
Building Hours
Library Security Gates
1. Library Procedures
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Alma - Check Out, Check In, More
Equipment and Keys
Reserves
Circulation Forms
Safety & Security
Holds shelf
Pixit Procedures
Reporting Theft or Other Crimes
Incident Reports
1. Technology, Stacks Maintenance, and More
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Printing, Scanning, Copying
Phones
LibInsights
MeeScan
Stacks Maintenance
Floor Counts
The Sick/Absent Form
Finding and Using Maps on Foley's Website
Circ Opening Checklist
LibCal & Study Rooms
Visitor Computers and Pins
2. PRA—Reference & Referral
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Grand Challenge
Staffing the Desk & Types of Questions
Referring Questions
Using the Zoom Chat Channel
Referring to a Librarian
Referring to UASC
Reference Interviews & Robust Referrals
Monitoring the Reference Outlook Account
Entering Questions into LibInsights
2. PRA—Virtual Reference Chat
Chat—Overview & Staffing Duties
Chat—Etiquette
Chat - Expectations
Chat—Standards for Answering Questions
Chat—Standards for Referrals
Chat—Standards for Technology Troubleshooting
Chat—Standards for Ending a Chat
Chat—Standards for Managing Difficult Chat Users
Chat—Examples
Chat—Other Functions
2. PRA—Using the Library's Online Resources
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Library Search (Primo)
WorldCat
Finding and Requesting Summit & ILL Items
Finding & Requesting Local (GU) Items
Finding Articles—Overview
Finding Articles—Advanced Searching
Research Help by Topic Guides
Zotero
3. Lead PRAs
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Logistics
Mentoring Your Peers
Covering the Desk During Supervisor Meetings
Patron Behavior Issues
Advanced Lead Projects
4. Late Night Lead Grads
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Welcome Lead Grad!
Staffing the Chat
Supervising & Leading
Late-Night Staffing
Fielding Patron Complaints
Building Security
Reporting Issues After Hours
Calling Security & 9-1-1
Emergency Procedures
Incident Report Forms
Closing the Building
Shift Reports
All-Student Meeting Outline
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User Services Department Information
Things You May Not Know About the Library
Foley Forward
LibInsights
Phone Etiquette
Problem Patrons & Personal Boundaries
Library Anxiety
Patron Management and Behavior (Security)
Research Guides & Catalog Use
Special Projects
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Periodical Compression Project
Laptop Updates
Virtual Reference Chat
In this section you will learn about LibH3lp, our virtual reference chat service.
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Entering Questions into LibInsights
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Chat—Overview & Staffing Duties >>
