This document provides guidance for library staff on how to determine whether client queries can be answered by the Access section or should be referred to other library sections like Information and Literacy. It outlines the types of queries each section handles, such as Access responding to questions about library records, facilities, and loans while Information and Literacy assists with research help. Examples of client scenarios are provided and how staff should direct clients based on whether they need item location assistance or help finding information for assignments. Staff are also instructed on resources available for clients and where to go if they need additional help.

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Welcome to Access
Who do I call?

2. DIVISION OF LIBRARY SERVICES
Welcome to Access 
Who do I call?
This module is designed to help you determine which
section is best placed to help your client.
By working through the slides, you’ll have a better
understanding of the types of queries answered by Access
Staff and which queries are directed to other sections of the
Library.
Let’s look at some types of queries...

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1. Locating specific items in
Primo Search...
Queries from clients about specific items
include when the:
Title and Author of an item are known
e.g. Nursing by Claire Buckis
Title of the Journal is known
e.g. Research in nursing and health
Title of the Article is known
e.g. Ayres, L. (2013). Practice makes perfect. Research in
nursing & health, 36(4), 325-327
Client knows their Subject Code
e.g. BMS191

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Enter the details into Primo Search and then follow the
normal procedures to locate the item.

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2. Where is/are the…
These types of directional queries can be
answered with a brief answer and include:
Where are the printers?
Where are the books on nursing?
Where are the books I have on hold?
Where can I scan my document?
Where can I pay my fines?
Where do I find the Journal Databases?
Where are the DVDs?
Where do I access the Library Catalogue?

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These types of assistance queries may need you to
demonstrate and explain to the client and include:
How do I use the Printer?
How do I connect to the wi-fi?
How do I use the self-checker?
How do I borrow a laptop?
How do I find my subject reserve?
How do I use the Catalogue?
How do I join the Library?
How do I request a book from another campus?
3. How do I...

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4. I need help finding information on…
These types of Information literacy queries should be
referred to the I&L staff and include:
I need information on how to use ebooks
I need information on how to use Endnote
I need help to find journal articles for my essay
I need someone to show me how to use Primo Search
I need information for my assessment task
I need to find ‘scholarly’ resources for my assessment for MGT100

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Access Services answers a lot of questions.
To give our clients the best service possible, we need to
recognise the queries Access are in the best position to
answer and refer the queries that need to be passed to
other sections for more expert or in-depth help.
Let’s look at some scenarios…
How can Access help?

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Scenario 1 - Looking for Resources
A student comes to the desk and wants help finding
particular resources for their subject JST201 Criminal
Law & Process.
Asking the client simple questions will often determine who can
best help them with their particular query.

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How can you help?
Q : Do you know the title and author of the item you are
looking for?
A : Yes, Howard’s criminal law by Brent Fisse
Action: Enter the item details into Primo Search and
follow the normal procedures to locate the item.

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Q: Do you know your subject code?
A : Yes JST201
Q : Do you know if there are Reserve items for your
subject?
A : Yes/Not sure
Action: Look up the subject code in Primo Search and
follow the normal procedures to locate the items.

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http://libguides.csu.edu.au/index
Here, students can search
by key study area for
Library Guides relevant to
their subjects.
Library Guides contain links
to vetted and scholarly
journal databases,
reference resources,
ebooks and websites.
You can also direct students to the Library Guides page
DLS Homepage>Find Information>Library Guides OR Student>Library>Library Guides
Library Guides are a great
place to start, to find quality
information for assessments.

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Q : Do you want general information for your
assessment such as journal articles and books?
A : Yes and I’m not sure where to start.
Action: Refer student to a I&L staff
Contact I&L staff to
refer the student.
Or direct student to
the Library Help section
of the DLS or Student>
Library Homepage to
contact I&L staff via
Live Chat, 1800 808 369
or Web Form.
An I&L staff member is
on duty whenever the
Library is open.

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Scenario 2 - Looking for Journal Articles
A student comes to the desk looking for scholarly journal
articles for their Paramedics assessment.

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How can you help?
Q : Do you have a particular
topic in mind?
A : Yes
Action: Direct them to the
Paramedics Library
Guide

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Q : Are you looking for Journal databases and journals for
articles?
A : Yes, I need 5 current articles for my topic
Action: Direct them to the Journal Databases tab
Remember!
If the client needs assistance past this point, refer them to I&L staff.

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Summing Up
Access Services Queries include:
Individual Library Records
e.g. When is my book due back?
Library building/facilities
e.g. is there a lift?
Loans & Returns
e.g. Where do I return books?
Fines
e.g. How much do I owe?
Lost & Damaged items
e.g. I’m sure I returned it!
Posting material to DE students
e.g. Can I get a Reply Paid sticker?
Photocopy requests
e.g. I want to photocopy this chapter.
Website – directional queries
e.g. where are the journals on sports science
I&L Queries include :
• Helping students find information for
essays and assessments
• Helping students define a topic for their
essay or assessment
• Teaching clients how to use Library
Resources e.g. Primo Search
• Navigating the Library Website
• Finding journal articles using journal
databases
• Downloading ebooks
• Endnote
• Faculty Liaison – Academic/Post
Graduate students and staff requesting
specific and/or in-depth assistance.

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Where else can Students go for Help?
The Library Website or
Student>Library are
great places to start…
Here clients can find FAQs, Online
Tutorials which demonstrate how to
use Primo Search, the Library’s
website and journal databases.
The toolbar on the left side expands
which each + to give more options.
Spend some time making yourself
familiar with what online help is
available, so you can refer clients with
confidence.

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Where else can you go for Help?
• Check the Workflow Instructions
• Review other Access training resources in Interact
• Ask a co-worker (on another campus)
• Write up a Follow-up Report for your team leader
• Watch the online tutorials
• Ask your friendly team leader
Help is available and
no question is ever ‘too dumb’ to ask!
Thank you
for your
attention !