June 2008

Telephones

Everyone who works on the Desk shares the responsibility to answer the telephones. The appropriate greeting "McKeldin Information Desk. How may I help you?" is taped to the receivers of the two telephones at the front of the desk.

If a staff member is working with an in-library patron and the telephone rings, it is OK to let the telephone ring over. (The caller will hear a message indicating that we are busy and asking that the caller to try again later.) However, if possible, answer the phone and ask to place the person on hold or take a name and phone number and offer to call the person back. When taking a message ALWAYS read the telephone number back to the caller to make sure that you have the right call back number! Due to the heavy demand of in-library patrons, more extensive bibliographic or research assistance is not available by telephone from the Information Desk.

If people are waiting for assistance at the Desk and the phone is regularly ringing, SIRS recommends answering the phone to alleviate caller frustration and to not miss emergency calls. If the caller needs to know more than hours, directions, a quick look-up or referral, take a name and phone number and offer to call the person back. When taking a message ALWAYS read the telephone number back to the caller to make sure that you have the right call back number!

We will assist telephone patrons with questions regarding the UM holdings or brief and readily attainable, factual inquiries or referrals. Up to three bibliographic references will be checked by phone. Staff will make every reasonable attempt to promptly and accurately answer telephone questions; however, in-library patrons will receive our first priority.