Information Desk Specialist Training Home - Referrals Training
One of the functions of the Information Desk is to make appropriate referrals to other service points and units within the UCSD Libraries and local libraries. The Information Desk staff members will conduct a brief interview with the patron to determine if the question can be answered at the Information Desk or will need to be referred.
Most of the referrals will be made to the Social Sciences and Humanities Library Reference Desk. Good communications skills are a very important part of making appropriate referrals. Let the patron know that the referral is necessary if their question is to be answered. If the patron is at the desk, be very clear with your directions, e.g. Circulation Desk, Art and Architecture Library, etc. In cases where the patron is being sent to another service point within Geisel Library or another UCSD library, fill out a referral form. Show the patron on a campus map where the library is located. If you are unsure whether a referral to another service point is correct, call that service point first to check. In those rare cases where you refer a patron to a local library, give the patron the telephone number of that library.
If it is a telephone call, explain to the patron that you are referring their call to another location and that you will need to put them on hold. If the call is being referred to the Social Sciences and Humanities Library Reference Desk, transfer the call and tell the Social Sciences and Humanities Library Reference Desk staff member that the call is being transferred from the Information Desk and the nature of the patron’s request. If the Social Sciences and Humanities Library Reference Desk telephone is busy, inform the patron. Ask the patron if s/he would care to hold or if s/he would prefer to call back later at 534-3336. The Social Sciences and Humanities Library Reference Desk telephone is NOT to be given out to the public. If the call is being transferred to another service point within the University or another UCSD library, transfer the call and tell the staff person that the call is being transferred from the Information Desk and the nature of the patron’s request. If the telephone is busy, in most cases, give the patron the direct number to that service point.
Social Sciences and Humanities Library Reference Desk Referrals
Art and Architecture Library Referrals
The focus of the Art and Architecture Library is on contemporary art, performance and conceptual art, art history (especially Italian renaissance, classical art), architecture and photography.
Biomedical/Medical Center Library Referrals
Biomedical Library: research oriented
Biotechnology
Medicine
Molecular Biology
Genetics
Botany Pharmacy
Consumer Health History of Medicine
Dentistry
Healthcare Administration
Nursing (refer to the Medical Center Library)
Medical Center Library: clinically oriented (i.e. nursing, direct patient care, consumer health, healthcare administration, etc.)
Current Periodicals, Newspapers, and Microforms Referrals
Film and Video Library Referrals
The Film and Video Library shares space and a service desk with the Music Library. The focus is on video and film in various subjects.
International Relations & Pacific Studies Library Referrals
Focus is on economics and business in China, Japan, Korea, Southeast Asia, Australia and Latin America (especially China, Japan and Latin America).
Mandeville Special Collections Library Referrals - *Seuss Collection
SRLF Special Collections items send to Special Collections. (SRLF items found in ROGER send to Circulation Desk.) (SRLF items NOT found in ROGER but found in MELVYL and patron has Levels 1-3 borrowing privileges, should be requested online. Do NOT send Level 4-5 to Circulation for ILL. They do not have ILL borrowing privileges.)
SSHL Map Collection – worldwide maps, atlases, guides, gazetteers and local air photos
IR/PS Library – Pacific Rim maps, atlases and guides
SIO Library – worldwide nautical charts, climatological and geologic maps and atlases
The focus of the Music Library Collection is on “classical” or “art” music of the twentieth century; very little on popular music.
PLUS Information Services Referrals - *Non-UCSD Affiliation
Information on PLUS can be given at the Information Desk, but if non-UCSD patrons would like details regarding the following, refer to PLUS:
Printed materials, CDs, DVDs and videocassettes are accessible during library hours and in most cases can be checked out overnight. Each Library determines the loan period for reserve materials in consultation with the faculty member placing the item on reserve, typically 2 or 3 hours. For further details, refer to the appropriate library circulation desk.
Reserve items must be returned to the desk where the items were checked out and there are stiff fines for delinquent material.
Science and Engineering Library Referrals
Scripps Institution of Oceanography Library Referrals
Referrals sent back to the Information Desk from the SSHL Reference Desk
Logbooks for recording inappropriate referrals will be located at service points within Geisel Library and other UCSD Libraries. The Information Desk Manager and the Assistant Dept. Head, Reference and Information Services will review this logbook and go over the original patron request and other sources and/or strategies which could have been utilized at the Information Desk and inform the Information Desk staff members. If an inappropriate referral is made to another service point, the staff members will record the referral. The Information Desk Manger will contact each of the service points on a monthly basis. This device will only be used as a learning tool. In addition to recording feedback on referrals these transaction logbooks will also be used to record positive comments, etc. regarding Information Desk referrals.
1. QUESTION: If a patron asks you a question you cannot answer, what should you do?
ANSWER: Ask a colleague at the Information Desk or, depending on the subject matter of the question, call the appropriate Reference Desk.
2. QUESTION: "Who is my congressional representative?"
ANSWER: Refer to the Social Sciences and Humanities Library Reference Desk. (There are directories in Reference which can answer this question.)
3. QUESTION: "Do you have any census tract maps?"
ANSWER: Refer to the Social Sciences and Humanities Library Reference Desk.
4. QUESTION: If someone wants a book not owned by the library.
ANSWER: Check in ROGER, if not in Roger, check CIRCUIT, MELVYL and WorldCat. If the book is found, show the patron how to do an online request – assuming the person has borrowing privileges. (Refer to SSHL Reference if there is a problem deciphering one of the records.) If the book is still not located and the person is a UCSD affiliate, refer to the Circulation Desk for help in completing an ILL request. If the person is not an affiliate, refer to the SSHL Reference Desk. (Reference can check other library catalogs to see who does own it and the patron may wish to borrow the book directly from the library that owns it or use Interlibrary Loan at their public library.)
5. QUESTION: "I can't find this book in the stacks, but the computer says it's available”.
ANSWER: Double-check ROGER to verify call number, title and location. If all that is correct and the book is “available”, the patron has two choices. First is the option of going to the Circulation Desk to ask them to search for the book. Or they can begin the search themselves. Explain that books that are to be reshelved are first taken to the reshelving room on the 8 th floor for sorting and then to the reshelving room on the floor that matches the call number. The patron can go into the reshelving rooms to look for the item and also check on the carts just outside. If a blue card has been inserted in a book on the cart, that means that the books there are already in call number order.
6. QUESTION: "Do you have the National Trade Data Bank?"
ANSWER: The answer to this question is in ROGER. We do have the National Trade Data Bank (also known as NTDB), but refer this question to the Social Sciences and Humanities Library Reference Desk. The reference provider can give the patron more information about this system and hours of availability.
7. QUESTION: "Do you have the ASTM standards?"
ANSWER: Refer to the Science and Engineering Library Reference Desk.
8. QUESTION: "Can I do a patent search at your library?"
ANSWER: There are patent search resources at UCSD and this question should be referred to the Science and Engineering Library Reference Desk. That library has the most resources to answer the question. Some patent material is in SSHL Government Documents but the public library is the full depository for patent information. S & E Reference will direct the patron to the best sources.
9. QUESTION: "I'm looking for annual reports of IBM and Hewlett-Packard. Do you carry these?"
ANSWER: Refer to the Social Sciences and Humanities Library Reference Desk. (We have a small collection of annual reports on microfiche, through 1994.)
10. QUESTION: "I'm a high school teacher and I'd like a tour of your library for my students. Can I arrange that with you?"
ANSWER: Refer to the SSHL Instruction and Outreach Coordinator (Katy Farrell). The Instruction and Outreach telephone number is 822-2346.
11. QUESTION: "I'm looking for book reviews on a book that was written in the early 1980's. Where can I locate these?"
ANSWER: The Expanded Academic ASAP database has entries back to 1980. If the book was published after 1980 or is widely read, help the patron with an Expanded Academic search. The next option is to refer to the Social Sciences and Humanities Library Reference Desk. There are additional resources there such as book review print indexes which cover 1905 – present.
12. QUESTION: "I'd like to donate some books to your library?"
ANSWER: Basically we will accept any books that people wish to give us. We cannot guarantee that they’ll be added to the collection and we can only offer our intangible thanks in return, but donations will be evaluated and placed where they fit best, be it here or elsewhere. If a person is dropping off books, ask if they want a receipt. If not, thank them again and that’s all that needs to be done; there’s no paperwork involved. If they do want a receipt, take down their name and address, include it along with the books and a receipt will be mailed when the books are evaluated. The receipt will acknowledge that we got the books from the named person; we cannot appraise or value the donation. If the donor wishes to use this receipt for tax purpose, it’s up to them to estimate the value of the donation appropriately.
Kathleen Margenau, 2-2854, is the Acquisitions contact for gifts and she does not need to meet with the donor unless there’s something going on that wasn’t covered by the above paragraph. Just take the books (politely, with gratitude) and place them on the shelf behind the InfoDesk.
13. QUESTION: "Do you have slides in your library?"
ANSWER: Refer to the Art and Architecture Library Service Desk.
14. QUESTION: "Do you have DIALOG?"
ANSWER: Refer to the Social Sciences and Humanities Library Reference Desk.
15. QUESTION: "Do you have LEXIS/NEXIS?"
ANSWER: If the patron wants news articles, show them how to use that portion of LexisNexis Academic. Refer questions about LexisNexis Congressional, LexisNexis Statistical and the non-news portions of LexisNexis Academic to the Social Sciences and Humanities Library Reference Desk.
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10/25/05
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