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Law Library Service Desk Manual: Student Policies

General Rules for Student Assistants

  • Communication is a key factor when working with supervisors, coworkers, and patrons.
  • If you cannot adhere to your schedule, make changes by discussing it with your supervisor.
  • If you are going to be absent or late, you must speak with a permanent library staff member; telling another student is not acceptable and will be regarded as a no-show.
  • Do not use your cell phone (including texting) while working at the Service Desk. In an emergency, put out the "Be Right Back" sign and step away from the desk into the back room.
  • Do not make personal calls from the library phone or while working at the Service Desk.
  • It is not acceptable to have friends hang out at the desk while you are at work. You may speak to them for a moment, but then remind them you are working and tell them you will catch up with them after your shift. Exceptions may be made during exam periods; speak with your supervisor for approval.
  • Changing circulation rules for friends - i.e. extending due dates, unauthorized overrides for materials, letting someone take out a book without checking it out - is grounds for immediate termination.
  • You should not be wearing headphones while working at the Service Desk. If there are special circumstances needed for schoolwork or accommodations you should speak with your supervisor about the matter. Never use headphones or earbuds when the desk is busy, and always remain attentive enough to notice and greet people when they enter the library or approach the Service Desk.
  • Eating is allowed in staff areas only, not at the Service Desk. Drinks are allowed, but must be in closed containers. Please do not hesitate to eat a snack or a meal in the back room if you have not had a chance to eat when you arrive for your shift. Simply put the bell out so you can help anyone who comes to the desk.
  • You must complete tasks that are assigned to you by staff and perform regular Service Desk duties as needed while on shift; it is not acceptable to refuse tasks or duties while on shift and doing so could be grounds for termination. 

Physical Appearance

How you're perceived physically is also important. Clothing and attitude play a major role in the image of the library when you are the first person a patron sees when entering the library.

  • Attire should be suitable for the library work environment. Jeans, sneakers and tee-shirts are fine, however, please no holes or inappropriate slogans.
  • The library can also be very cold or very hot, so wearing layers might make your shift more comfortable.
  • Hats at the desk, especially those that block your vision, can put off a negative vibe of not being approachable. If at all possible, please remove hats while working.
  • No headphones at the desk. Wearing headphones often leads patrons to think you are busy and many will not be willing to interrupt you to ask for assistance. This includes watching videos other media on a computer or phone, even if it's for class. If there are special circumstances needed for schoolwork or accommodations, you should speak with your supervisor about the matter. Never use headphones or earbuds when the desk is busy, and always remain attentive enough to notice and greet people when they enter the library or approach the Service Desk.
  • Please make sure your work area is kept clean. If your assigned work is finished, it is fine for you to work on homework, however spreading out all over the Service Desk projects a very unprofessional image.

Food and Drink

Eating is not allowed at the Service Desk. We understand how busy you all are and how tight your schedules can be, making your meals and snacks sometimes rather hit-or-miss. Drinks are allowed, but must be in closed containers.

Please do not hesitate to eat a snack or a meal in the back room if you have not had a chance to eat when you arrive for your shift. Simply put the bell out so you can help anyone who comes to the desk.

Conversations

We realize you will know most of the patrons who come to the desk, but please keep personal or coursework conversations short and to the point. If a longer conversation is likely to be needed, please remind your friends that you are working and that you will catch up with them after your shift is over.

Exceptions may be made during exam periods. Please speak with your supervisor first if you feel you need to study with a friend during a shift. Your supervisor will determine if the shift is quiet enough to allow for group study. You are still expected to perform assigned tasks and duties first and to use any remaining time to study.

Stepping Away from the Desk

The Service Desk is not to be left unattended except in a building emergency, when completing head count rounds, or when helping a patron. If you need to step away from the Service Desk for any reason, you must inform the supervisor on duty (or another staff member if the supervisor cannot be reached) that you are stepping away from the desk for a moment, and put the "Be Right Back" sign out.

At times you may be instructed to work on a project in the staff area behind the desk during your desk time. Ensure that the bell is out at the Service Desk, and make sure you have the receiver with you while you complete your project. If the bell rings, stop what you are doing and help the patron, then return to your project. The bell does have a limited reach, so please remain in the library with the receiver.

Warning & Dismissal Policy

Violation of the general rules stated above, or any other policy named in this manual, will result in the following disciplinary steps:

  • Oral warning.
  • Written warning.
  • Dismissal.