assisting students in the tower

Below is the email I sent to the ref interns about assisting students in the tower (per our discussion at the ref meeting).

We have had some discussion about the process of helping patrons in the tower and I wanted to clarify this point with you. The following directions come from Mary, Kathy Crowe, and Joe Williams. Both desks have committed to helping patrons at the point of need. So, whichever desk a student visits to ask for help in the tower, that desk will help them first as possible.

For example, if a student comes to the Reference desk and asks for assistance in the tower, then we will go with them to the tower if 1) we are double staffed, 2) we can call someone else to watch the desk, or 3) it is very slow at the desk. The Checkout desk will also assist patrons at point of need.

If you are 1) single staffed with no one in the offices (especially at night/weekends) or 2) busy with constant patron questions, then please walk with the patron to the Check out desk and ask the students or staff at the check out desk to assist the patron in the tower. Don't just refer them to the check out desk. Please ask if you have any questions.