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Law Library Service Desk Manual: Service Desk Procedures

General Desk Procedures

LibAnswers

All questions received at the desk must be recorded in LibAnswers, with the exception of questions such as: Can I check out / return / renew this item?

  • Log into LibApps at: https://law-nccu.libapps.com/libapps/login.php, username: law-ill@nccu.edu, password: lawcirc!
  • Click on the LibAnswers link on the dashboard.
  • Click on the RefAnalytics dropdown menu and choose Add Transaction.
  • Type the questions you receive in the Question box and the answer you give in the Answer box.
  • Choose the Question Type, Patron Type, and Time Spent from the lists below the Question and Answer boxes.
  • Click the Submit and Clear button.

LibChat

Please log into and monitor LibChat whenever you have a desk shift. If you are working in your office with the bell out, please log in at your office computer.

Directions on how to access LibChat:

  • Go to LibAnswers. Staff should be signed in as themselves. Student login is username: law-ill@nccu.edu password: lawcirc! (no caps).
  • Click the LibChat dropdown link in the top orange menu or click the “Sign In” link in the upper right corner of the page.

  • Click Connect, which will open another tab in your browser.
  • You are now connected to LibChat and can answer any questions that come in.

 

Basic LibChat info:

  • In the top, left corner under 'Status' you have the option to switch between Offline, Internal or Online. Once you have logged in, you are automatically Online. Don’t forget to switch to Offline when your shift is over.
  • Just underneath 'Status' you have the option to check the box to appear 'Set Away'. You can do this if you need to step away from the desk to help a patron, etc.

 

LibChat Settings:

  • There are 3 tabs underneath this. The settings tab allows you to set any notifications you’d like (sound, desktop notifications, etc.).

 

Patron Tickets:

  • If you miss a chat, it will automatically create a patron ticket. You can find these under the tickets tab.

 

Chatting with a Patron:

  • Under the Chat tab, if someone uses the chat function, you must click the button that says “Claim Chat” to speak with the patron.

  • Once you click on the blue claim chat button, you may or may not need to click “Claim this chat” on the top right, or on the bottom of the chat window.

  • Once the chat is opened, you can chat with the patron and answer their question. Please answer to the best of your ability. If you cannot, you have the option of clicking one of the buttons at the top right to create a ticket or to transfer the chat to another user so that another staff member can speak with them. You also have the option of emailing the chat transcript. To see what the buttons on the top right do, just hover over them and a pop-up explanation will appear.

  • If you are unable to answer a patron, you can let a patron know you will get back to them by email or ticket, or you can transfer them to another staff member. Make sure you have their contact information (an email address at minimum) and name so that we can reach them. You can update this information by clicking on the Patron Information tab in the chat window, entering the information into the boxes, and clicking update next to each one as you enter the information. Make sure you do this BEFORE you take any other actions with the chat.
  • Please note that you can only transfer a patron to another staff member if they are also online and connected to LibChat.
    • If they are not, you should see if the staff member is available to connect to Libchat, after which you can transfer the chat

  • Please note that you can only transfer a patron to another staff member if they are also online and connected to LibChat.
    • If they are not, you should see if the staff member is available to connect to Libchat, after which you can transfer the chat
    • Or you can send the chat to their email and let the patron know that the staff member will get back to them as soon as possible.

 

Creating a Ticket:
 

  • If you are not sure who the chat should be connected with, then you should create a ticket. Make sure the patron’s name and email are in the correct fields, and that the Queue field reads NCCU Law Library. You can also add any other pertinent information into the Internal Note field, including:
    • What you have done to help the patron already
    • Anything else the librarian who claims the ticket should know in order to help the patron

 

Daily Headcounts

Headcounts are taken several times throughout the day. Please record the amount of people in each area listed on the sheet. Please also include the second floor temperature and humidity reading. If you are unsure as to where the device for temp/humidity is located, please ask your supervisor. The daily head count sheets can be found on the clipboard at the Service Desk. Please let your supervisor know if you run low.

Straightening Up the Library

When closing at the end of the day, please push in chairs, clean off whiteboards, and refill the cleaning carts on each floor and the student supply area at the Service Desk. Extra supplies are kept in the staff area behind the Service Desk on the bookshelves next to Office 241. Towels to clean off especially dirty whiteboards are located in the lower cabinet at the Service Desk, to the left of the bulletin board. Dirty towels can be dropped into the basket on the bottom shelf of the Reserves bookshelf in the back room. You will need to make rounds at least once during your shift to insure the space is clean and organized.