Information Service Standards

Knowledgeable. We are knowledgeable, fair, and professional. This means we:

• Know RUL access services policies and procedures and apply them consistently. Understand how to be flexible in adhering to the policies and when it is appropriate to make exceptions.
• Maintain confidentiality of user records in accordance with library policy.
• Know about the services offered by Imaging Services, Media Services and Reference.
• Know what services we have for users with disabilities.
• Know about using wireless in the Libraries--and services offered by computing services.
• Know where to find information about reciprocal borrowing agreements including Gardner A. Sage Library, Princeton University, OCLC, and VALE.
• Develop an understanding of common questions and new trends at circulation desks; share this knowledge with colleagues.

Provide Basic Information and Directions. We answer questions about hours, policies, locations, events, and people with information we can easily locate on the Rutgers University and Rutgers University Libraries websites. This means we:

• Find and provide library building hours and reference/circulation desks hours
• Know our library building and where materials and facilities are located: current bound journals, folios, sorting shelves, self service copiers/scanners/printers, restrooms, group study rooms, campus phones, designated food areas, classrooms, and quiet zones.
• Know how to use BookRoom and direct users to the location of library classes, meetings, and events.
• Explain basic circulation policies: loan periods, book checkout limit, recalls.
• Know who is eligible for Media Booking, RDS, E-ZBorrow/PALCI, ILL, and off-campus access.
• Direct patrons to campus offices and services: Admissions, dining halls (NB, Camden, Newark); computer labs, bookstores, and student centers (NB, Camden, Newark); health centers (NB, Camden, Newark); RUPD (NB, Camden, Newark); ombudsperson, parking, RUconnection ID card services, and fax services (Imaging Services only).
• Direct patrons to academic departments and classroom buildings.
• Create PC Reservation accounts for guest users.
• Direct patrons to collection development/subject specialist librarians.

Teach How to Use Core Access Services. We explain basic services and how to use them. This means we:

• Explain MY ACCOUNT in the Library catalog and how to use it: how to renew books, how to check on the status of checkout items, and how to check on the status of requests and bookings.
• Teach users how to find out what's on reserve for a course.
• Explain to users how to request book and article delivery: in Library Catalog, in the E-ZBorrow/PALCI catalog, by filling out ILL and Article Delivery forms.
• Explain to users how to request a media booking.
• Explain how to connect from off-campus to access remote resources..
• Explain to users where to update their library address in the RU Online Directory profile.
• Explain to faculty how to place materials on Reserve.

Know How to Use Basic Library Resources. We can conduct basic searches in the Library Catalog and general periodical databases. We know how to find the location of cited items in RUL's collections. This means we:

• Know how to search the Library Catalog by title, author, subject, and periodical title.
• Know where to find instructions and tips for searching the Library Catalog, including sub-locations, statuses, locations, and formats.
• Interpret bibliographic records and periodical and serial holdings in the Library Catalog.
• Know how to search for articles using Searchlight and be familiar with Indexes and Database.
• Locate a known journal article citation.
• Explain how to access and perform basic searches in E-ZBorrow/PALCI.
• Know where to find Library Research Guides on the Libraries' web site.
• Know how to use the Error Report Form in the Library Catalog to report errors in bibliographic record and/or serial and periodical holdings.