Information Services Training Guide
Rev. 4/14/1999

Changes made since last revision are in Red

• This is a guide to be given out to new information providers at any information/reference desk at any RUL (and published on the web in the common knowledge database).
• Also to made available on the RUL web pages in staff resources.
• For telephone and in-person service training.
• Also serves as script for trainers.
• Produced by Laura Bowering Mullen and Scott Hines for the New Brunswick Information Services Training Team

Welcome

Welcome to your new position in the Rutgers University Libraries. As a provider of information services, you will often be the first contact that a patron has with the Libraries. We hope to provide you here with many of the tools that you will need to succeed in this important role.

Information Assistants, interns, and librarians will receive training in local knowledge that is specific to the particular library location in which they work. Here we present to you information that will be useful to you no matter where you work within the Rutgers University Libraries.

Service orientation/whom we serve

Rutgers University Libraries' primary service is to Rutgers' faculty, students and staff.  In addition, the Rutgers University Libraries are open to the public. From our information/reference desks, we answer to the best of our abilities any type of question on any subject matter. We always offer our assistance in a friendly and helpful manner, leaving a positive impression. We never leave a patron with a response of "I don’t know" or "come back later." If we cannot answer a particular question, we always offer to refer the patron to another reference librarian, subject specialist or other responsible party.

The New Brunswick Libraries includes libraries on four campuses in New Brunswick and Piscataway. Each campus has a library that serves the basic information needs of students, faculty, staff and the public on that campus by providing books, journals, and reference services. These libraries are :

Alexander Library, New Brunswick College Avenue Campus

Chang Library, Cook Campus

Douglass Library, Douglass Campus

Kilmer Library, Livingston Campus

Library of Science and Medicine, Busch Campus

 In addition to these libraries, there are various specialized libraries and collections that are part of the New Brunswick Libraries :

CAC -- College Avenue Campus

Art Library (CAC)

East Asian Library – 2^nd floor Alexander Library (CAC)

Scholarly Communications Center – 4^th floor Alexander Library (CAC)

Social Sciences and Humanities Data Center – 4^th floor Alexander Library (CAC)

DGLSS – Douglass Campus

Music Library – lower level Douglass Library (DGLSS)

SMLR – School of Management and Labor Relations Library (DGLSS)
 
 

The Science Research Libraries:

BUSCH – Busch Campus

COOK – Cook Campus

Alcohol Studies Library (BUSCH)

Chang Library (COOK)

Chemistry Library (BUSCH)

Math Library (BUSCH)

Physics Library (BUSCH)

SERC – the Science and Engineering Resource Center (BUSCH)
 
 

Links to CKDB (common knowledge database) and RUL web pages

• Much of the information that you need in order to provide information services can be found in the RUL web pages meant for public use or in the pages created for staff use as part of the Common Knowledge Data Base (CKDB).
• Go to the web pages indicated after each heading. For example, "RUL Home | Questions" or click on the url to go straight to the page

• Ask a Librarian RUL Home | Questions | Ask A Librarian http://www.libraries.rutgers.edu/rulib/abtlib/faqs/ask.shtml
• Barcode/PIN Visit any circulation desk or email Ask a Librarian on the web pages to receive a PIN and barcode.
• Card Catalog Pre-1991 card catalogs are available at Alexander, Douglass, and Library of Science and Medicine, since IRIS, our online catalog, is not complete for older materials. A government publications card catalog is also used at Alexander and Library of Science and Medicine to find current materials in Government Publications collections.
• CDROMs – who has what (CKDB)
• Circulation/borrowing RUL Home | Services | Borrowing Privileges http://www.libraries.rutgers.edu/rulib/services/borpriv.shtml
• Citation Indexes Science Citation Index and Journal Citation Reports on CDROM at LSM, Social Science Citation Index at Alexander, Arts and Humanities Citation Index at Alexander.
• Classes See Instruction
• Complaints Refer complaints or suggestions to Ask A Librarian found on the "Who's In Charge Here" page at                                                                RUL Home | Questions | Who's In Charge Here     http://www.libraries.rutgers.edu/rulib/abtlib/faqs/who.shtml
• Computer Troubleshooting Call or email PC Coordinator in your building
• Copy Services RUL Home | Services | Photocopy services in New Brunswick http://www.libraries.rutgers.edu/rulib/abtlib/copycen/index.html

• Dictionaries/encyclopedias In ready reference research guide at RUL Home | Web Guides | General and Interdisciplinary subjects | Ready Reference  http://www.libraries.rutgers.edu/rulib/ref.html
• Directions (CKDB) RUL Home | Libraries | Click on particular library
• Directory RUL staff phone and email directory is at RUL Home | Libraries | Staff Resources | RUL Staff and Faculty Directories
• Disabled RUL Home | Services | Library services for persons with disabilities http://www.libraries.rutgers.edu/rulib/services/disabil.shtml
• Dissertations Check in IRIS under author for Rutgers dissertations; for non-Rutgers dissertations, find on Digital Dissertations (in INDEXES), order through ILL

• Document Delivery Services (InterLibrary Loan Services (ILS) to non-RUL community) Refer users from other libraries, corporate users, or individuals not affiliated with Rutgers to InterLibrary Loan Services at (732) 932-8345 (Alexander) or (732) 445-4726.
• Downloading/emailing from electronic sources (Currently in development)
• Ejournals/Electronic journals Check IRIS first, using title.
Complete list -- RUL Home | E-journals
http://www.libraries.rutgers.edu/rulib/ejournals.shtml
• Electronic resources and services (fee-based searching) RUL Home | Services | Electronic resources and services
http://www.libraries.rutgers.edu/rulib/services/elec.shtml
• Emergency Procedures Rutgers Emergency number is 6 – 911 if  dialed from an on-campus phone just as you would a regular extension. This number works from all staff phones and other on-campus phones. If at a pay phone or other non-rutgers phone on campus, diall 911. Non-emergency number for Rutgers Police is 2-7211.   (Access services is responsible for emergency procedures in each library)
• Fax – do we do it RUL Home | Services | Photocopy services in New Brunswick | Fax Services
http://www.libraries.rutgers.edu/rulib/abtlib/copycen/index.html - fax
• Government publications – where are they and how to find them

1. Check IRIS under title of document, though most publications are not cataloged in IRIS
2. Check government publications card catalog at Alexander or LSM
3. RUL Home | Web guides | Government information http://www.libraries.rutgers.edu/rulib/gov/govtoc.htm
4. CKDB in Holdings -- further information on finding government publications

• Guest policies RUL Home | Services | Guest borrowers http://www.libraries.rutgers.edu/rulib/services/guest.shtml
• Hours RUL Home | Services | Library Hours http://www.libraries.rutgers.edu/rulib/abtlib/hours.shtml
• Indexes – to find journal articles on a particular subject, i.e. Medline, MLA International Bibliography, Philosophers Index, PsycINFO

• Instruction – bibliographic instruction services for teaching faculty

• RLIN – how to access – RUL Home | Catalogs | Other catalogs outside Rutgers University | RLIN http://www.libraries.rutgers.edu/rulib/othcat/
• Rutgers INFO (main information pages for RU) -- RUL Home | Rutgers http://www.rutgers.edu
• Rutgers Request Service – to get a book or article delivered from another RUTGERS library – find book or journal title on IRIS, then click on "Request this Item" button
• Searching (fee-based searching for RUL community) RUL Home | Services | Electronic Resources and Services | Fee-based searching services http://www.libraries.rutgers.edu/rulib/services/elec.shtml - feebased
• Security Rutgers Emergency number is 6 – 911 (Access services is responsible for security and emergency procedures in each library)
• Tax forms – Available in paper at Alexander in Government Publications area and at Kilmer

• Trademarks Searchable CDROM database available at LSM.

• UMDNJ Libraries (University of Medicine and Dentistry of New Jersey) UMDNJ is a separate institution, not part of Rutgers, but LSM serves as the primary UMDNJ library in Piscataway.
To telnet to their online catalog : RUL Home | Catalogs | Other Catalogs Outside Rutgers | UMDNJTheir home page is at  http://www.umdnj.edu/
• Visitors – RUL Home | Services | Visitors guide http://www.libraries.rutgers.edu/rulib/services/visitor.shtml
• Web guides/subject guides – RUL Home | Web guides http://www.libraries.rutgers.edu/rulib/www.shtml
• Who’s who – Subject specialists, administrators, and staff -- (CKDB) – RUL Home | Libraries | Staff directories http://www.libraries.rutgers.edu/rulib/abtlib/staff/
• Workshops – how to use the library -- RUL Home | Library Workshops http://www.libraries.rutgers.edu/rulib/abtlib/sprwrk99.shtml