Research Guides
(If you are the first person to work at the desk for the day)
(If you are the last person to work at the desk for the day)
To send permalinks from CQ researcher, prepend https://login.ezproxy.lib.ou.edu/login?url= to the CQ article's URL. Ex. the article address is http://library.cqpress.com/cqresearcher/document.php?id=cqresrre1999021900, then the permalink address is https://login.ezproxy.lib.ou.edu/login?url=http://library.cqpress.com/cqresearcher/document.php?id=cqresrre1999021900.
These documents give research assistance on specific topics and questions. They include step-by-step processes as well as screenshots.
These links cover:
To refer a READ Scale complex level 4 question, level 5 question, or a level 6 question to a liaison librarian, please follow these steps:
As you are making the appointment, remember to show the process of accessing the liaison's available LibCal appointments to the customer. This way, the customer will know...
Also, be sure to tell the student that they will receive a confirmation email that has the liaison’s contact information as well as consultation appointment location. At this point, you are done with the referral process, and the liaison librarians are able to converse with the customer who has been referred.
If a liaison librarian has not set up their LibCal calendar, please follow these steps:
As of Fall, 2016, it is a policy for all liaisons to have their LibCal calendars set up, so this scenario shouldn't happen that often. Patrick and I would like to know if a liaison doesn't have their calendar set up, so we can remind them.
I've uploaded two documents that will refresh your memory about the Tiered Reference & Referral Guidelines.
Customer support that is accurate, friendly, and timely is one of the most important missions of the unit. Professionalism in response is crucial. The goal is to answer a patron in the most efficient way possible with the highest level of accuracy. We want to close every interaction with a positive experience. These standards are expected whether the person providing the customer service is a public patron or OU faculty member.
Customer support that is accurate, friendly, and timely is one of the most important missions of the unit. Professionalism in response is crucial. The goal is to answer a patron in the most efficient way possible with the highest level of accuracy. We want to close every interaction with a positive experience. These standards are expected whether the person providing the customer service is a public patron or OU faculty member.
Incoming tickets are submitted from the Email-A-Librarian Form on the Ask Us Page. Incoming tickets are also routed from the Contact Us From when a patron selects the following options from the "To help us answer faster, please select the nature of your question" drop-down menu:
On the ticket page, you’ll see which option the patron selected in the internal notes. For tickets that are routed from the Contact Us Form, try applying one of the macros as your reply. When you apply a macro, you can then personalize the macro to the patron’s individual question. For example:
Hi Professor X,
The OU Libraries' website authenticates current Norman-campus students, faculty and staff with active OUNetIDs (4x4). If you are able to log into accounts.ou.edu, you should be able to log into the libraries website. If you are unable to log into accounts.ou.edu, then your account authentication is most likely for the OUHSC campus only.
Because our resources and databases are only licensed for current Norman-campus faculty, staff, and students, we don’t have anything in place to troubleshoot accounts that fall outside of that group. You should contact Information Technology Service Desk on the OUHSC campus if you are experiencing issues logging into any OUHSC websites.
If you are able to travel to Norman, all of our online resources can be accessed from a computer within the Norman-campus OU IP range. This means that you can use any of the computers in the computer lab at Bizzell Memorial Library to access these resources. We provide guest passes for these library computers.
Best regards,
Magen Bednar
Student Success Team
Public Services Division
OU Libraries
A handout with specific instructions for using macros has been uploaded to the document list at the bottom of the box.
If none of the macros fit the patron's question, use the standard Learning Lab Signature macro.
Staff and student workers are required to use the Learning Lab Signature macro when replying back to patrons if none of the other macros fit the patron's question.
Hi Kaladin Stormblessed,
Thank you for contacting Email-A-Librarian! To access Dissertation Abstracts:
If you have any other questions, please visit libraries.ou.edu/askus.
Best regards,
Magen Bednar
Learning Lab
User Services Team
OU Libraries
A handout with specific instructions on using the Learning Lab Signature Macro has been uploaded to the document list at the bottom of the box.
For questions that are about Digitization on Demand or DiSH or that need to be transferred to ETLs, you should select the appropriate macro from the dropdown menu on the Assign/Transfer tab. This is will automatically tag the question that these various units require when they run their annual statistics.
This is our most frequent contacts we transfer tickets list. It is by no means the most comprehensive contact list out there, so if you are not sure who you should transfer the ticket to, then please transfer the ticket to Magen or Patrick.
The first time a patron emails us about not being able to log in to a library website, reply to them using the “Login – Library Website (First Contact)” macro.
Then, if they are able to login to accounts.ou.edu, transfer them Queue > Web Services > Do not assign a specific user > Submit as New.
Otherwise, if they are not able to log in, refer them to OU IT.
The image below is a diagram of the transfer contact list. The diagram is organized by the subject matter of the ticket. So if the ticket is about issues with a person's ILL account, look for the ILL/Sooner Xpress bubble first, then look at the Questions about ILL Account Login Issues bubble, and then you'll see the contact to whom you should transfer the ticket.
Everyone who staffs the Learning Lab is responsible for monitoring the chat service during their shifts. GA's have the primary responsibility to monitor chat. However, if a GA leaves the desk, then a Peer Research Mentor must monitor chat. When you arrive for your shift:
When you answer the Learning Lab phone, greet patrons like this, "Bizzell Memorial Library Learning Lab." To keep your anonymity, you do not have tell patrons your name when you greet them on the phone.
Follow the steps below for transferring calls on the wireless WiFi phone.
A complete list of phone numbers for other locations/librarians on campus can be found on the Employee Directory page as well as the Contact Information box at the top of the screen.
When you need to call OU numbers, you have to dial the last 5 digits of the number. For example:
When you need to call non-OU local numbers (i.e. any number with a 405 area code), you first have to dial an 8 and then the number without the area code. For example, if you need to call the Norman Public Library:
To call back a long distance telephone number, use 1166499 for the billing code.
To use the long distance billing code:
If, after entering your billing code, you hear a reorder tone, then your code is either invalid or you may have entered it incorrectly. You will need to try again, beginning with the *6 or 8.
If you have any questions or problems with using the billing code, please call Jennifer Madenwald at 325-7732 or Winona Bark at 325-2033.
The wooden shelves in our space hold a collection of Popular Titles that patrons can use for leisure reading. While bringing titles from the circulation desk to these shelves is the responsibility of Stacks Management, Learning Lab Peer Mentors and GAs are expect to help keep the area looking tidy.
Here is a basic rundown on what you will see on a Library of Congress call number:
Here are the rules for shelving items by the Library of Congress Classification System:
Take some time to follow the link below and complete these exercises from this Kent State tutorial on Library of Congress
If you encounter an item that does not have a Library of Congress call number or Learning Lab label, return it to the main circulation desk upstairs.
Both Peer Mentors and GAs need to spend at least 15 minutes a shift shelf reading and performing maintenance for the Learning Lab Collection.
How to organize a shelf:
Enter the first and last call number of the section you reviewed on the shared document below.
Working at the Learning Lab Desk, patrons will ask you to help them various e-resource access problems.
Before we report these problems to the OU Libraries' E-Resources Team (Cari Roberts & Sara Huber are the main contacts on the E-Resources Team), we should do some troubleshooting back and forth with the patron.
That's it! Your request has been sent. Once your request is visible to your coworkers, the status changes to Waiting until someone accepts the request. If a coworker accepts your drop request, the status changes to Completed, and the shift is no longer your responsibility.
Once you've submitted a swap or drop request, you can use the Requests view to keep track of your current and past requests.
Who can access Lower Level 2?
How do they get access...
If a student or faculty wants to access LL2...
When we get a ticket...
What to email to the advisor...
Subject:
Zarrow Access for FIRST_NAME LAST_NAME, OU_ID_NUMBER
Body:
One of your students has requested access to the Zarrow Family Faculty and Graduate Student Center in Bizzell.
This space is reserved for faculty and graduate students only, so before I can grant them access I need to confirm with you whether FIRST_NAME LAST_NAME is in an accelerated BA/MA program or is a current graduate student.
Please let me know the status of this student.
Thanks!
In more detail...
What if someone should have access but doesn't?