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Help Desk Employees - Core Training

Patron Interactions & Reference Interview

RUSA's Guidelines for Behavioral Performance
Read this Reference & User Services document that outlines best practices for helping patrons and the reference interview.
Research Help Basics
Also read this document created in-house.
Planet Help Desk
Watch this video about help desk customer service.
"Give 'em the Pickle"
Watch this training video about going the extra mile when serving customers.

Complete this reflection exercise after watching "Give 'em the Pickle"

Confidentiality of Information
Watch this video about confidentiality of information.

After watching the cartoon, read this document and take this quiz.

Mock Reference Transaction
Do a mock reference transaction(s) with your supervisor. You may use the feedback form if desired.

Mock transaction feed back form

Referring Patrons to Other Areas of the Library

Referral Document
Read this document to learn where to refer patrons for different services in the library.
Equipment & Services Resource
Read over this spreadsheet to learn what equipment and services are available at each service point.