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Student Worker Manual

IDEAS Student Employee Manual

Objectives

In this Level you will:

  • Learn how to submit requests for patrons
  • Learn how to create tickets in LibAnswers
  • Complete the Research for Leads training

Submitting Requests

You can submit item requests for patrons, instead of them requesting a book through SOS. See the instructions below to learn how to request a book:

Step 1: Go to the patrons account from Manage Patron Services. Click the "Submit Request" button on the top right.

Step 2: The "Submit Request" pop up will come up. You can search for the desired item by its name or barcode number. Make sure you type the title exactly how it is spelled.

Step 3: After typing in the desired item, select the correct item. 

Step 4: Select "Patron Physical".

Part 5: This is the last step to request a book for a patron. First, select the Override button at the bottom. In the Pickup location, select "Snell Library". The hit submit.

 

Research Quiz

In addition, please review the Research Subject Guides offerings.

LibAnswers Tickets

Occasionally a patron will ask a question at the desk or on the phone that’s complicated and needs to be escalated up to a staff member for an answer. When this happens you can create a ticket for the patron to be answered later by a staff member. To do this, first navigate to LibAnswers. Under the Answers dropdown, select ‘Create.’

On the next screen you will be prompted to fill out as much information about the patron and question as you can, and assign the ticket to a queue. Most questions should be referred to the Access Services queue, although there may be some instances where an in-depth research question could be assigned directly to R&I. If you aren't sure, assign it to Access Services and a staff member can make sure it gets to the right person.

Fill out as much information about the question as you have, or that you think will be useful for the person who will ultimately answer the question. Make sure you ask the patron for their email address at a minimum, and their name if possible.

Then select ‘Create Ticket.’

From the ticket page you’ll have the option of answering the ticket yourself, assigning the ticket to a specific user, or leaving the ticket unassigned in the general queue, depending on what the situation calls for.

Reflection

Please complete this reflection when you are completed with this module. You may move onto the next level after notifying Katie.