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Information Desk Student Worker Guide

Operating Procedures for Information Desk Student Employees

Telephone Etiquette

Greet the caller:

"Hello, McGraw-Page Library, how may I help you?"

  • Be friendly and courteous: "please," "thank you," etc.
  • Listen to the caller without interruption. 
  • Repeat the caller's question to clarify what they are asking before you provide an answer.
  • Feel free to write down complicated questions on a sticky note and leave them for a staff member.

To Transfer Calls

  • If transferring a call, let the caller know you are transferring them. Also let them know that if there is a disconnection the extension number for _____ (person you are transferring the call to) is _______. 
  • To transfer a call, click on Xfer, key in the extension number, and hang up the receiver. 
  • If the staff member is unavailable, provide their email address for follow up.
    • Note: if a staff member is on sabbatical, provide their email address for follow up.

Spam Calls

  • If you receive a phone call phishing for personal information, selling something, or otherwise not related to the library, it is likely spam. 
  • Hang up!

Public Patron Calls 

  • If you receive a phone call from a public patron not affiliated with the college:
    • They may use the library space to check out materials or study (material check out requires a paid library membership -- see Registering Community Members).
    • COMMUNITY MEMBERS CANNOT PRINT MATERIALS. Even if they ask for a single page or say the DMV sent them here, they cannot print. We have no way to charge them for the materials they would use and they cannot be connected to the network.
    • They may NOT use the study rooms reserved for students.
    • Instruct the patron to come into the library and speak to someone at the Information Desk.
    • If the patron's needs are better suited to be filled by the public library, provide them with the contact number for the Pamunkey Regional Library: 804-798-4072.

To Dial Out

  • To dial within campus dial β€‹β€‹β€‹β€‹the extension only
    • Example: Circulation Manager extension is 7388
  • To dial outside campus 
    • Landlines: dial 9 + the number (including area code)
    • Cell Phones: dial 91 + the number (including area code)