This document provides training for library access staff on directing client queries to the appropriate department. It discusses the types of queries handled by Access Services, such as locating specific items, directional questions, and how to use services. Information and Learning (I&L) staff assist with research questions, finding information for assignments, and teaching database use. The document outlines scenarios and suggests referring clients to I&L for in-depth research help or directing them to online guides and resources.
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2015: The latest Android App Security Solution to protect your Android App.
This solution has been tested for past 2 years in Android world and wide adopted by banks, Lottery and gaming industry.
Heritage Homes comes up with their most recent project Noah's Ark 2500 square feet of exquisite architectural marvel combined with lush green covering around visit
http://heritagenoahsark.com/ for more details
2015: The latest Android App Security Solution to protect your Android App.
This solution has been tested for past 2 years in Android world and wide adopted by banks, Lottery and gaming industry.
A brief company profile for TrialGraphix created a couple of years ago before they were absorbed by RLM. This presentations covers what the company does and it's mission statement.
Why choose between presentations when you can come to one FEAST? Future & Emerging Access Services Trends (FEAST) is back for a fifth year, providing multiple speakers and topics in one 60 minute session. Hear practitioners and experts discuss what's new or just around the corner in circulation, shelving, reserves, interlibrary loan, offsite storage and more in short seven minute courses. Fresh and timely. Never frozen. There's always plenty to choose from at the FEAST!
2015 Speakers are:
Ryan Buller - University of Denver
Teresa Doherty - Virginia Commonwealth University
Whitney Vitale/Huifen Chang - Oklahoma State University
David McCaslin - California Institute of Technology
Kristine Ferry - University of California: Irvine
Amanda Kramer - Washington College
Elizabeth Salmon/Joe Ameen - University of California: Merced
Denise O'Shea - Montclair State University
Moderators:
Paul Sharpe - University of Missouri: St. Louis
Rameka Barnes - Texas A&M University
Sponsored by LLAMA SASS Emerging Trends Committee
Presented at the American Library Association Annual 2015 Conference in San Francisco, CA.
Marie O'Neill Tips for Getting Ahead in Interviews in the Information and Lib...LAICDG
Presentation by Marie O’Neill, Head Librarian Dublin Business School at Library Association of Ireland Career Development Group CV & Interview Workshop "On the Road to Success" on 14th April 2018 in Trinity College Dublin.
Research Services Forum on Access Services 2014Timothy Hackman
Presentation on activities of the department of Resource Sharing & Access Services at the University of Maryland Libraries, February 22, 2014. UBorrow slides created by Hilary Thompson, Access Services Librarian.
Academic Research Strategies
How do I effectively & efficiently do academic research & navigate the college's online library?
This workshop will introduce you to the principles of academic research & show you how to best use the ESC Library resources to find sources & cite
them in your academic papers.
A brief company profile for TrialGraphix created a couple of years ago before they were absorbed by RLM. This presentations covers what the company does and it's mission statement.
Why choose between presentations when you can come to one FEAST? Future & Emerging Access Services Trends (FEAST) is back for a fifth year, providing multiple speakers and topics in one 60 minute session. Hear practitioners and experts discuss what's new or just around the corner in circulation, shelving, reserves, interlibrary loan, offsite storage and more in short seven minute courses. Fresh and timely. Never frozen. There's always plenty to choose from at the FEAST!
2015 Speakers are:
Ryan Buller - University of Denver
Teresa Doherty - Virginia Commonwealth University
Whitney Vitale/Huifen Chang - Oklahoma State University
David McCaslin - California Institute of Technology
Kristine Ferry - University of California: Irvine
Amanda Kramer - Washington College
Elizabeth Salmon/Joe Ameen - University of California: Merced
Denise O'Shea - Montclair State University
Moderators:
Paul Sharpe - University of Missouri: St. Louis
Rameka Barnes - Texas A&M University
Sponsored by LLAMA SASS Emerging Trends Committee
Presented at the American Library Association Annual 2015 Conference in San Francisco, CA.
Marie O'Neill Tips for Getting Ahead in Interviews in the Information and Lib...LAICDG
Presentation by Marie O’Neill, Head Librarian Dublin Business School at Library Association of Ireland Career Development Group CV & Interview Workshop "On the Road to Success" on 14th April 2018 in Trinity College Dublin.
Research Services Forum on Access Services 2014Timothy Hackman
Presentation on activities of the department of Resource Sharing & Access Services at the University of Maryland Libraries, February 22, 2014. UBorrow slides created by Hilary Thompson, Access Services Librarian.
Academic Research Strategies
How do I effectively & efficiently do academic research & navigate the college's online library?
This workshop will introduce you to the principles of academic research & show you how to best use the ESC Library resources to find sources & cite
them in your academic papers.
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Who do i call v2 2014
1. DIVISION OF LIBRARY SERVICES
Welcome to Access
Who do I call?
Access training resources
Module 1
2. 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...
DIVISION OF LIBRARY SERVICES
3. DIVISION OF LIBRARY SERVICES
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
4. Enter the details into Primo Search and then follow the
normal procedures to locate the item.
DIVISION OF LIBRARY SERVICES
5. 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?
DIVISION OF LIBRARY SERVICES
6. 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?
DIVISION OF LIBRARY SERVICES
3. How do I...
7. 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
DIVISION OF LIBRARY SERVICES
8. 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…
DIVISION OF LIBRARY SERVICES
How can Access help?
9. 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.
DIVISION OF LIBRARY SERVICES
10. 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.
DIVISION OF LIBRARY SERVICES
11. 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.
DIVISION OF LIBRARY SERVICES
12. You can also direct students to the Library Guides page
DLS Homepage>Find Information>Library Guides OR Student>Library>Library Guides
DIVISION OF LIBRARY SERVICES
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.
Library Guides are a great
place to start, to find quality
information for assessments.
13. 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.
DIVISION OF LIBRARY SERVICES
14. Scenario 2 - Looking for Journal Articles
A student comes to the desk looking for scholarly journal
articles for their Paramedics assessment.
DIVISION OF LIBRARY SERVICES
15. DIVISION OF LIBRARY SERVICES
How can you help?
Q : Do you have a particular
topic in mind?
A : Yes
Action: Direct them to the
Paramedics Library
Guide
16. 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.
DIVISION OF LIBRARY SERVICES
17. DIVISION OF LIBRARY SERVICES
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.
18. Where else can Students go for Help?
The Library Website or
Student>Library are
great places to start…
DIVISION OF LIBRARY SERVICES
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.
19. 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
DIVISION OF LIBRARY SERVICES
Help is available and
no question is ever ‘too dumb’ to ask!
Please complete the brief quiz on this training module
in the Interact Test Centre
Thank you
for your
attention !