You are the first point of contact for many situations and different matters. With time you will become more comfortable and able to seamlessly help users and Library Services Consultants with a variety of issues. The supervisor's manual, the Alma for Supervisors manual, the library website and Access Services staff will help you gain knowledge and feel more at ease with your jobs responsibilities.
Unusual issues and specific questions will come up occasionally and this can be stressful. Take a deep breath and remember that you may not know how to solve all issues nor answer all the questions. But what you can do?
1. Document the situation in detail.
2. Ask the user for their contact information for follow-up.
3. Post all the information on Moodle and Access Services staff will follow-up accordingly.
These simple steps can minimize the stress while on-duty while demonstrating our service-forward philosophy. Your quality interaction with each user makes the difference and by involving other team members through effective communication, we can all meet our users' service expectations.
ILL services are a valuable service. Most FAQ can be answered in our Borrow from other Libraries library page.