Student Worker Training: Training

The main function and expectation of a student employee is to keep a pleasant, helpful, and efficient working environment. The following guidelines are designed to help you accomplish this goal.

Representing the library. All persons who enter our library are our patrons, whether they are students, professors, administrators, staff members, or community users. To each of our patrons, you represent the library. You may be the first (and sometimes only) impression that person has of our library. A pleasant smile and helpful demeanor are always required. 

One-on-one patron service. Service to each patron is your first priority. Even though you should remain busy with library work, it is important that you are always ready to stop what you are doing and serve the patron. If it is necessary that you finish what you are currently doing, acknowledge the patron’s presence and let him or her know you are aware of his or her presence and will be available to assist him or her shortly.

If you are sitting, either behind a counter or at a desk, get up and go to the patron. This assures the patron that you will give him or her your undivided attention and that you are truly interested in assisting.

Greet the patron with a smile. It is more likely that the encounter will be a pleasant one if it starts with a smile. A smile sometimes disarms an angry patron. Always remember to be polite. 

Listen attentively to the patron’s needs. Make mental or written notes of these needs so you can be of service to them without asking the patron to repeat the question. Ask questions to clarify the patron’s needs.

If the patron has a request or needs information, do not hesitate to bring in your immediate supervisor or librarian to assist. Listen to the full-time staff member ask questions and to the answers given so you will know more the next time someone comes to the counter.

Patrons may seek your help in locating materials. If you can assist them, please do so. However, if you have any doubt as to what is wanted or how to help, get immediate assistance from a staff member. Never give any information unless you are absolutely certain it is correct. A wrong answer causes the patron much inconvenience and gives the library a poor image.

Your job is an important part of the service we give our patrons. All of the duties you perform are necessary – even if they seem insignificant to you. It is important that you learn your job thoroughly and perform all tasks assigned you in a timely manner. Again, do not be afraid to ask questions when you are in doubt or do not know; this is how you learn. Your supervisor would prefer you to ask questions than do the job wrong.

Courtesy is a vital function of the Library. Students should remember that not only are they, employees, they are also representatives of the Missouri Southern State University. Our patrons are the reason we have a job and they deserve our full attention and respect. 

1. Show up on time. Call your supervisor before your shift if you know you will be late or cannot come because of illness or another emergency. See the Punctuality and Dependability section for more information.
2. Maintain a good attitude
3. Dress appropriately. See the Personal Appearance and Conduct section for more information.
4. Check your email daily
5. Complete assigned duties
6. Keep phone calls and in-person conversations with friends or relatives brief. Personal phone calls should be no longer than 5 minutes.
7. Discourage friends or family members from visiting with you while you are on duty
8. Remember that patrons always come first. If you have to choose between a desk patron and a patron on the phone, patrons at the desk have first priority.
9. Listen attentively to patrons
10. Answer patrons’ questions
11. Show patrons the locations of restrooms, study rooms, book collections, etc.
12. Ask for help if you do not know the answer to a patron’s question

Below is a list of things you should not do:

1. Listen to headphones or earbuds at the service desks

2. Engage in online instant messengers or chat rooms
3. Talk on cell phones while at service desks
4. Eat within view of patrons while at service desk
5. Visit with friends or family members at or behind the desk for several minutes
6. Visit with coworkers behind the desk when off the clock
7. Take personal phone calls at the service desk
8. Point in the general direction of locations such as restrooms, study rooms, book collections, etc. Walk with the patron to the location unless you are the only worker at the desk.
9. Leave the desk unattended. Always let your co-workers know if you take a break, visit the restroom, show a patron a location, etc.