Student Assistant

Orientation
Art & Architecture Library

Fall 2005
Washington University
Libraries
 http://www.library.wustl.edu/
 http://www.library.wustl.edu/aboutlibs.html

 The mission of the Washington University

Libraries is to support learning, teaching,
research and creative expression at the
University by providing timely and effective
access to information for the broad University
Community.
Art & Architecture Library
 Unit Page:
http://www.library.wustl.edu/units/artarch/

 Student Assistant Page:

http://library.wustl.edu/units/artarch/studenta
Benefits of Working Here
 Good work experience
 Looks good on resume
 Good pay
 Rewarded for good performance
 Open and respectful work atmosphere
 Meet interesting people
 Develop skills you can use in future jobs
 Opportunity to advance to “Senior” level
 . . .
Job Description
 All student assistants in the Art & Architecture library have
public service responsibilities. They are expected to learn
basic library tools and to help library users locate
information in the library, as well as to shelve and shelf-
read. In addition, they may be assigned to staff the service
desk without full-time staff present, and to open and close
the library without full-time staff present.
 “Senior” level students and/or graduate students are
expected to possess additional library and/or subject skills
which will be used in helping library users. They may also
be asked to take on special projects or to have an
increased level of responsibility.
 Semester increases are based on performance and range
from .10 - .25
 The summer period counts as one semester; in order to
receive the increase for that semester, a student must
work at least seven weeks.
Location & Hours

 Steinberg Hall, 2nd Floor

 Regular Hours
 Monday – Thursday: 8:30 a.m. -11:00 p.m.
 Friday: 8:30 a.m. - 5:00 p.m.
 Saturday: 11:00 a.m. – 5:00 p.m.
 Sunday: 1:00 p.m. – 9:00 p.m.
Staff
 Ellen Petraits Art & Architecture Librarian, Library
Administration, Collection Development – Studio Art & Art History
 Carmen Doering Reference Librarian, Reference
Questions, Collection Development – Art History & Architecture
 Louis Artime Library Assistant - Service Desk, Student
Assistants
 Adrienne Brennecke Library Assistant - Circulation,
Maintenance, Collection Management
 Vacant Library Assistant - Reserves, Technical Support,
Visual Resources
Contact Information
 Main Library Telephone # 935-5268

 Departmental E-mail: artarch@wustl.edu

 Louis, Adrienne, or vacant # 935-4315

 Our home and/or cell phone numbers are in the

student drawer if you need to reach us on
nights or weekends.
Policies

 Confidentiality of patron records

 Food & Drink policy

 Access/Circulation policies
Confidentiality
All records that identify the library material
borrowed, used, or requested by an
individual or any records that identify
individual library users are confidential and
will not be released. There are very
specific instances when these records can
be released. Please review the student
manual for details. Requests of this
nature should always be referred to a full-
time staff member.
Food & Drink
 All library staff are expected to enforce the “No food or drink
allowed in the library” policy. Staff may have drinks in closed
containers under the desk. Food should be eaten in the staff
room.
 If there is a problem, please request the patron’s compliance. It
may help to explain the reasons for the policy:
- We’ve had numerous complaints from library users about
food and drink problems (smell, spills, bugs).
- Food and drinks attract bugs which literally destroy our
collection
- Direct them to alternative sites, i.e. the lounge outside
the library
- Water fountains are in the hallway
Access & Circulation
The Art & Architecture library collection includes both circulating and non-circulating
materials. Borrowers with current WashU IDs have borrowing privileges for
circulating materials. In addition, there are “courtesy” patrons with borrowing
privileges.
 Faculty – 90 days
 Graduate students – 60 days
 Undergraduates – 28 days
 Courtesy & MOBIUS borrowers – 21 days

Please see the student manual for a detailed description of borrowing privileges.
Non-circulating materials: reference materials, materials designated as “Library use
only,” Periodicals, theses and dissertations, special collections materials. (Some
exceptions are made for faculty and graduate students)
Limited circulation materials: videos, DVDs, and CDs circulate for one week (non-WU
users are limited to library use only), Periodicals can circulate to faculty for one week
and to grad. Students for one day, library use only materials may circulate to WU
faculty for one week.
Renewals are granted unless another patron has requested the item. Borrowed material
may be recalled after 2 weeks.
Fines for overdue items accrue at the rate of 20 cents per day, per item. Rates are
different for items that have been recalled or are on reserve. See manual for details.
Service Desk

 Library Webpage

 Student Assistant Manual

 Binders and Forms

Paperwork
 Be sure to fill out all the necessary paperwork for the
position so that you are on the payroll. (appointment form,
an I-9 form, and a W-4 form).

 International students have additional paperwork and will

need to meet with Sharon in the administration office

 Make sure you understand the timesheet procedure - - they

have to be completed and signed before the last day of the
pay period, otherwise I cannot turn them in and your
paycheck will most likely be delayed.
Guidelines & Expectations
 Arrive to work on time
 If you will be late for a shift, call and let someone know. Your late
arrival affects other people’s schedules (we’d prefer that you call
the library first and if you cannot reach anyone, then use the
departmental e-mail address)
 If you’re sick and unable to come to work, let a staff person know
the day before or as early in the day as possible so that another
person can take your shift.
 Fill in your timesheet at the beginning of each day you work.
Your timesheet needs to be complete and signed before it can be
turned in and your paycheck can be issued.
 Weekend workers are responsible for opening and closing the
library on time.
 Cell phone use is not allowed in the Art & Architecture library.
Please turn off your cell phone while you’re working. Cell phones
may be used on your breaks in the lobby area outside the library.
 Friends and/or classmates are not allowed behind the desk or in
any staff areas.
Guidelines & Expectations
 Do not prop your feet up on the front desk.
 Playing computer games at the desk is not allowed.
 Log off Instant Messaging programs when your shift at the desk is
finished.
 Because the front desk computer is a shared machine, do not
download or save any files on it. Save to disc only.
 Be alert and watch for patrons. Make every effort to provide an
answer or a means to an answer. Refer any questions you are
unable to answer to a full time staff member or librarian.
 Anyone working 4 hours at a time is entitled to a 15 minute
break. While on duty, you may use the staff room.
 Desk hours can be arranged around your meeting, conference,
and/or exam schedule. Please notify Jennifer as soon as possible,
a week ahead at least would be best. Also, let Jennifer know
about vacation plans or any other scheduling issues. We will try
to be as flexible as we can, but within reason. We do rely heavily
on student assistants, especially for the night and weekend shifts.
Guidelines & Expectations
 Homework may be done at the front desk after all other
duties are complete.
 Food and visible drinks are not allowed at the front desk.
Drinks in closed containers are the exception. Please keep
them out of sight on the shelf under the front desk.
 Headphones and/or listening to music at the front desk is
not allowed. You may listen to music while shelf-reading.
 It is your responsibility to assure prompt, courteous, and
knowledgeable assistance to our patrons.
 If you are unable to work your scheduled hours, let
someone know in advance.
 At slower desk times, when all shelving is complete, shelf
read for 30 minute intervals.
Shelving & Shelf Reading
 Be sure to familiarize yourself with the
arrangement of the collection and the various
locations of materials (i.e. special collections, art
storage, oversize, etc.)

 Precise shelving is very important! We want you

to feel confident about how call numbers work.
Please ask us if you are unsure of the ordering of
call numbers. It can be tricky with the decimal
points. (please see handout)
Reference
 Library accounts
 Catalog searching
 Databases and e-journals
 MOBIUS
 ILLIAD
 Article-linker
 Reference help
Reserves
 “2 hour” and “personal copy” reserves do not leave the library.

 “PAM files” have barcodes on the front of the folder that are
scanned like other reserve materials. The whole folder is checked
out to the patron. All PAM files are 2 hour reserve.

 It is very important to be aware of the whereabouts of reserve

materials. They need to be returned to the reserve shelf every
time. If there is a stray book on the service desk counter, always
check it in to see if it might be a reserve book.

 Victoria is the “go-to” person for reserves and she may have more
instructions for you when she returns.
Procedures

 Circulation

 MOBIUS

 Opening & Closing

Customer Service
 Think of the best and worst customer service experiences you’ve
had as a customer or as a service provider. What can you learn
from these experiences?
 Be sensitive to patron needs and courteous at all times.
 Be mindful of how difficult it can be for patrons to ask for help.
Patrons may have had negative experiences or may feel
vulnerable.
 Be kind and show effort.
 Greet each patron with a friendly, open and helpful attitude.
 Be on time for your shift - - it shows respect for your co-workers
and patrons. If you will be late, please call to let someone know
as soon as possible.
 View our library patrons as the job, rather than an interruption of
it.
Customer Service
 Treat your co-workers with respect.
 If a patron is frustrated or angry, let them vent. Avoid telling
them to calm down. Try to listen without taking it personally.
 When dealing with a “difficult” patron, try to be empathetic and
ask yourself what they really need and how you might be able to
provide some help.
 Be proactive about solving patrons’ problems - - use questions
and active listening to gather more information or details about
what they need.
 Listen attentively and double-check your understanding of the
facts by mirroring the information back to the patron.
 Make it a habit to go out of your way to help patrons.
 Try to always offer some alternative if you’re not able to directly
solve the problem.
Welcome !