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Information Desk Policy and Procedures Wiki

 


DAILY PROCEDURES FOR PEER STAFF AT THE DESK:

While at the desk you will be expected to answer patron questions courteously face to face and using Email (Outlook), IM, and the Phone.  You will also be expected to record the transactions you handle at the desk using LibAnswers. You are responsible for providing First Tier Services to library patrons, as well as having a broad knowledge of library policies, procedures, research strategies, and collections.  You will also be expected to have a broad knowledge of the software and hardware available in the student computing lab and a general knowledge of campus computing.  While staffing the desk you will either be working with Library staff or have Library staff you can contact or refer patrons to for more challenging research questions.  Less difficult student computing support questions will also be handled at the desk. More difficult computing questions will be referred to a computing specialist.

 

 

 

 

  • Reporting Anything Broken in the Lab (computers, printers, network...anything)| Trouble Report
    Use the form to report problems that need to be fixed in the lab.  Print the trouble report and put it on the broken object to let patrons know that the problem has been reported and that the item is not available.  If the problem is something IT may have to fix (like all the printers are not working) and Tracy and Patrick are not here, call the IT Help Desk and leave a message at 843-953-3375.  Please share the problem by emailing informationdesk@listserv.cofc.edu so that those staffing the desk after you will be aware of the problem.

 

 

 

  • Completing your Training Checklist and Module Assignments
    Assignments can be completed independently or with the assistance of a Librarian.  Please bring your checklist and any assignments you have not completed or would like assistance with when you arrive for your shifts. You will be responsible for completing all 7 assignments (which will be evaluated and graded) and getting all items on your training checklist signed off by a staff member in a timely fashion. "Ask questions!"

 

COMMON TASKS YOU WILL PERFORM AT THE DESK  

 

Providing Directional and General Information 

  • LibAnswers (Ask a Librarian) Knowledge Base
  • CLASSES IN THE LIBARY: Check the Outlook calendars on the desk.
  • Academic Calendars and Schedules
  • Test Proctoring – not a service we provide
  • Lost and Found - is at Circulation
  • Head Phones - Ear buds are available in the supply vending machine (located on the same hall as the Center for Student Learning).  They cost $7.50.
    Media Collections on the 3rd floor has headphones available for checkout ONLY during the hours they are open:     Monday – Thursday: 10am -7pm & Friday: 10am – 5pm
  • Center for Student Learning
  • Teaching and Learning Center (TLT) Tutorials and Aps  (lecture capture, zipping, learning objects, etc.)
  • Video Camera Checkout:  Email: studentcomputingsupport@cofc.edu
  • Who Does What on Campus (PDF Document) NEW
  • Cougar Shuttle -- free shuttle bus for students to use 11 p.m. to 3 a.m.
  • Questions about Parking
  • Questions about finding a Fax machine
  • Questions about Senior Citizen Students (eligibility)
  • Greek Study Hours Online Form: If a student is looking for the fraternity and sorority study hour log books please direct them to the online form.  The form is available from the Library website.  Go to About Our Libraries (on the left) and select  Study Hours Forms.  If a student has questions, they can contact James Williams - he has left business cards at the desk. 
     http://www.cofc.edu/library/libraries/studysignin/dg.php
  • College Publications:  Includes listings for the following information: 1) About the College, 2) Academic Publications, 3) Admissions and Orientation, 4) Faculty Publications and Journals, and 5) Directories and Campus Information

 

Searching the Catalog and Finding Books and Other Resources

 

Answering Software/Hardware Questions

  • HOW TO CONNECT TO WIRELESS | Wireless Printable Flyer (Mac/PC) revised fall 2011
    Call Campus Technologies (843.723.1312) during normal weekday business hours, 866.737.6381 after hours) for any issues related to Internet access in the dorms.
  • GoogleApps/Gmail |  Other Email Questions
  • New Student Information
  • MyCharleston/Cougar ID | OAKS D2L issues
    Have students call Helpdesk (843.953.3375) for the following issues     
    • Disabled MyCharleston account (if Patrick, Tim or Tracy is available, send student to them instead - the phone number for room 114 is 953-6502)
    • User has forgotten their Cmail password (as above, go to Patrick or Tracy first if possible - the phone number for room 114 is 953-6502)
    • “Web Access Disabled” error in MyCharleston (They will need to give helpdesk their name, Student ID number, contact info and a description of the problem.)
    • User has forgotten their MyCharleston password AND the answers to their security questions

  • Software available in the Addlestone Library Student Computing Lab and Classrooms |  Software Guides | Printing Powerpoint Slides
  • Installing software on computers in the Lab (and DeepFreeze)
    Students may install any software on the lab computers, but DeepFreeze will eliminate it as soon as they restart.  Therefore, any software that requires the computer to restart before use, plus anything that is restricted to a certain number of installations or a certain number of machines (e.g. many e-books) should not be installed on the lab computers.
  • Software - Image Suggestion Form
    If a patron requests software in the lab, fill out the Software Image Request form.  The requests will be reviewed by Student Computing Support. 
  • Student Computing Support Blog | Employee Login (You will need the password)   
  • Student Technology Center Policies | LibGuide: Using the Student Technology
  • How to locate lost files downloaded in the lab
    The simplest way to find an errant file is to do a search for it.  The hotkey for Windows search is winkey + F.  Just go to the search companion and do a global search for the appropriate file type (e.g. .doc, .ppt, etc.) and let the user browse the search results for their file.  Note: if the user saved the file anywhere besides the My Documents folder (i.e. the T: drive or thawspace), then the file will be lost as soon as they log out.
  • How to open MAC files (add extension if necessary; how to save .pages files in PC format) 
     
  • Known Issues with MacOS 10.7 (Lion)  Office ,  Product-specific issues:  Acrobat Family, Flash Player, Java Runtime
  • What to do if a Word Document (or other document) is not Printing
    Have the student save the file as a pdf     using CutePDF (File>Print>CutePDF) and print the pdf.
  • How to save a MAC document as PDF to transfer for printing on computers
    MAC computers have a built in .pdf creator (Office 2010 has has this capability in Save and Send).  When you go to save a document, you will see an option in the bottom left labeled PDF.  Click on that button and follow the prompts.

 

 

Answering Printing/Copying Questions

  • Copiers (including color copier) | Scan to Email (color printer) 
  • How to Print | Printing Double Sided | Printing to Color Printers | Add Money to Cougar Cash | Scanning on Color Laser | Creating PDF | Printing FAQ | Printer Troubleshooting
    • ** when entering username and password on the print client, it will appear in all caps, even though the computer must have caps lock turned off**
  • Changing Paper and Toner on Printers - See Daily Procedures at the Desk.
  • How and when to reprint pages using the LabOps account
    As a rule of thumb, we only reprint jobs for students when their print has a problem that is our fault, e.g. low toner, software errors, etc.  We do not reprint if the problem is user error, e.g. failing to proofread or use print preview. 
  • How to recognize a document that was sent legal size, and reset it to letter 

    If the printer display reads load tray 1, or if the printed document appears to be rotated and scaled down, then the user has most likely changed the paper size for the document.  Our printers only contain letter size (8.5” x 11”), and students may not put their own paper in our printers.  To set the paper size, go to page setup for the document and select letter. 

  • Printer passwords and the CAPS LOCK key

    In LPT:One, usernames and passwords always look capitalized, but the computer still treats the text as capitalized or uncapitalized according to whether caps lock is on and/or whether the shift key is depressed.  This quirk causes much confusion because passwords are case-sensitive.  If a student reports that LPT:One will not accept their password when they attempt to send a job to the release stations, verify that caps lock is off on their keyboard by checking the indicator light.  At the release stations themselves, caps lock is disabled, so students must use the shift key for any capital letters that appear in their password.  (Remember that a bad password entered at a release station will simply show a blank job list rather than indicating that there’s a problem with the password.)

 

 

Providing Assistance with Microfilm and Scanning

 

Handouts (Printable)

 

 

LIBRARY PROCEDURES

 

 

LIBRARY CLASSROOMS / INSTRUCTIONAL RESOURCES

 

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