AFA Circulation Desk Guidelines for Staff

Circulation Desk Guidelines

Demeanor

The first priority for staff working at the circulation desk is service to our patrons.
Staff should project a positive, helpful attitude at all times.

Circulation Tasks

Beyond serving the public at the desk, there are other circulation-related functions that can and should be attended to by the person on duty:
Discharging books in the bookdrop(s)
Discharging books in the routing bins
Sorting mail from the routing bins
Shelving reserve materials
Reading circulation memos

Bringing Work to the Desk

We all have much to do, so it makes sense to bring small tasks that might be accomplished if there are slow periods during a circulation shift. (Examples: catching up on email, pre-order searching in LUIS, addressing circulation/catalog review items, etc.)

If you bring other work to the desk:

It should take up only a small amount of counterspace.
If you need to use LUIS, use the terminal on the right side of the desk.
Make sure you can be easily interrupted. Look up often.
Clean up after yourself! Don't leave work on the counter for the next staff member to puzzle over.

Specialized Tasks and Referrals
We are a small staff and not everyone can do everything. Some of us have specialized responsibilities and queries in these areas should be referred to the appropriate person. If the person is not available, let the patron know when s/he will return and/or take a message for the staff member.

Reference Questions: Refer to a librarian if query is beyond a general nature. If a librarian is not available, use on of the question referral forms at the desk, and tell the patron a librarian will get back to them.

Fines/Billings Queries and Complaints: Ask Patron to fill out a problem report. The Circulation Supervisor will investigate and get back to the patron. Offer to place materials on the hold shelf if there is a block. If the problem is not a new one, seems particularly pressing, or if the patron is visibly frustrated, refer to the Circulation Supervisor (first) or a Librarian, if available. If not, explain that the staff member who is in charge of this area is not available, have the patron fill out (possibly an additional) problem report, and say that someone will get back to them ASAP.

Blocks for Overdues: Blocks for overdues can be overridden if there is an "OK to OV" message in the patron note field. If an AFA faculty member is blocked for overdues, explain that there is a problem, but go ahead and override. Leave a message for the Circulation Supervisor to investigate.

Reserves Drop Offs: When instructors drop off reserve materials, have them fill out a reserves form. If items are articles or books for e-reserve scanning, make sure the instructor has signed a copyright compliance statement. Refer to the Circulaton Supervisor or a Librarian if the reserves question is beyond a routine nature.

Requests for tours/orientations/library instruction: Refer to a Librarian.

Revised 22 August 2002
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