INFORMATION SERVICES STAFF DEMEANOR

INFORMATION SERVICES STAFF DEMEANOR

INFORMATION SERVICES STAFF DEMEANOR

7.	Every library user will be treated with respect. Respect for all individuals is a fundamental value of Hennepin County and the foundation of excellent public service.
8.	As representatives of the Hennepin County Library, information services staff will maintain a courteous and professional demeanor. Every staff member bears a responsibility to make each reference transaction a positive experience.

Guidelines

8.1

Staff will make themselves available to library users and will not assume that users know how to locate library material.

		8.1.1	Staff will be attentive, approachable, courteous, and efficient.
		8.1.2	Staff will acknowledge library users as quickly as possible. Staff will assure those users who are waiting that they will be helped in turn.
		8.1.3	Staff will establish postive eye contact, speak in a moderate volume, and use a pleasant tone of voice.
		8.1.4	Staff will refrain from pointing and whenever possible will accompany the user to the appropriate section of the library.
		8.1.5	Excellent information service is proactive. Staff will tour the public service floor periodically to assist users.
		8.1.6	When there are no users needing assistance, staff will work on written reference questions and call backs. When that work is completed, information services staff may: examine materials to become more familiar with the collection, practice online skills (e.g. FirstSearch, IAC, Internet), or work on off-desk assignments which do not require focused concentration or distract attention from the main task of assisting users.

8.2

Staff interactions with colleagues will be supportive, courteous, and professional.

		8.2.1	Staff should feel free to seek the assistance of co-workers.
		8.2.2	Courtesy and diplomacy will be used when assisting co-workers with information requests.
		8.2.3	Staff will inform one another of current subject requests, school assignments, and trends in popular reading.
		8.2.4	Personal e-mail, phone calls, and conversations should be avoided at the information desk.

9.	As Hennepin County employees and as a professional courtesy, information services staff will identify themselves upon request unless personal safety is a concern.

Guidelines

	9.1	Staff will wear library identification badges while working in public service areas.
	9.2	When asked, information services staff will give their first or last name.
	9.3	When personal safety is an issue, staff may call a supervisor for assistance, use the supervisor's name, or use a previously agreed upon code name. Staff will report the incident to the appropriate supervisor.

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