Information Services Training Guide
rev. November 29, 1999
- 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 dont 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.
Introduction to Rutgers University Libraries
Rutgers University, founded
in 1766, is the eighth oldest institution of higher learning in the United
States. As Rutgers has evolved into a major research university, the library
system has also grown into one of the top academic research libraries in
the country as a member of the Research Libraries Group (RLG). Expanding
from one library to 25 separate libraries, collections and reading rooms
located on three campuses, the libraries that make up the system now hold
over three million volumes.
Within the Rutgers University
Libraries (RUL) system are several administrative groupings of libraries,
librarians, and staff. Some library services are "systemwide", meaning
they serve all libraries in the RUL system.
Examples are Interlibrary
Loan Services,
Technical and Automated Services>, the
Library Systems Department,
Special Collections and University Archives, and the Annex. Three main Rutgers
campus units within RUL administer individual libraries: The
Paul Robeson Library in Camden,
John Cotton Dana Library in Newark, and the New Brunswick Libraries.
Units and collections in the New Brunswick Libraries
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 2nd floor Alexander Library (CAC)
Scholarly Communications
Center 4th floor Alexander Library (CAC)
Social Sciences and Humanities
Data Center 4th 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
Alcohol Studies Library (BUSCH)
Chemistry
Library (BUSCH)
Library
of Science and Medicine, (BUSCH)
Math
Library (BUSCH)
Physics
Library (BUSCH)
SERC the Science and Engineering Resource Center (BUSCH)
COOK Cook Campus
Chang
Library (COOK)
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 | User Services" means go to the RUL home page and then click
on User Services.
You can also click on the url to go straight to the page.
-
Ask a Librarian RUL Home | Ask A Librarian
http://www.libraries.rutgers.edu/rul/ask_a_lib/ask_a_lib.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 and
Library of Science and Medicine, since IRIS, our online catalog, is not complete
for older materials. A government publication card catalog
is also used at Alexander and Library of Science and Medicine to find current
materials in Government Publications collections.
-
CD-ROMs who has what (CKDB)
-
Circulation/borrowing RUL Home | User Services | Borrowing Privileges
http://www.libraries.rutgers.edu/rul/lib_servs/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 page at RUL Home | Ask A Librarian
http://www.libraries.rutgers.edu/rul/ask_a_lib/ask_a_lib.shtml
-
Computer Troubleshooting Call or email PC Coordinator in your building
-
Copy Services RUL Home | User Services | Photocopy services in New
Brunswick http://www.libraries.rutgers.edu/rul/lib_servs/copy_center.shtml
-
Dictionaries/encyclopedias In ready reference research guide at
RUL Home | Research & Reference Gateway | Electronic Ready Reference
Shelf http://www.libraries.rutgers.edu/rul/rr_gateway/e_ref_shelf/e_ref_shelf.shtml
-
Directions RUL Home | Libraries & Collections | Click
on particular library
-
Directory -- RUL staff phone and email
directory is at RUL Home | About the Libraries | Staff Resources |
RUL System / Libraries Alphabetic Directory http://www.libraries.rutgers.edu/rul/about/alpha_dir.shtml
-
Disabled RUL Home | User Services | Library services
for persons with disabilities http://www.libraries.rutgers.edu/rul/lib_servs/disabil.shtml
-
Dissertations Check in IRIS under author for Rutgers dissertations;
for non-Rutgers dissertations, find on Digital Dissertations (in INDEXES),
order through ILL
RUL Home | Indexes | Alphabetized List | Digital Dissertations
http://wwwlib.umi.com/dissertations/
Also in CKDB | Holdings
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 (Instructions available
in RUL Home | Indexes at the entry for each index)
-
Ejournals/Electronic journals Check IRIS first, using title.
Complete list -- RUL Home | E-journals
http://www.libraries.rutgers.edu/rul/rr_gateway/ejournals/ejournals.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, dial 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 | User Services | Photocopy services
in New Brunswick | Fax Services
http://www.libraries.rutgers.edu/rul/lib_servs/copy_center.shtml#fax
-
Government publications where are they and how to find them
Rutgers University Libraries is a Federal
and NJ State Depository library for government publications. The
collection is split between Alexander and Library of Science and Medicine
- Check IRIS under title of document, though most publications are not cataloged in IRIS
- Check government publications card catalog at Alexander or LSM
- RUL Home | Research & Reference Gateway | Government information http://www.libraries.rutgers.edu/rul/rr_gateway/gov_info/gov_info.shtml
- CKDB in Holdings -- further information on finding government publications
- Guest policies RUL Home | User Services | Guest borrowing privileges
http://www.libraries.rutgers.edu/rul/lib_servs/guest.shtml
- Hours RUL Home | Services | Hours & Directions http://www.libraries.rutgers.edu/rul/h_and_d/h_and_d.shtml
- Indexes to find journal articles on a particular subject, i.e.
Medline, MLA International Bibliography, Philosophers Index, PsycINFO RUL
Home | Indexes
http://www.libraries.rutgers.edu/rul/indexes/indexes.shtml
-
Instruction bibliographic instruction services for teaching faculty
RUL
Home | Instructional Tools & Services http://www.libraries.rutgers.edu/rul/lib_instruct/lib_instruct.shtml
-
Interlibrary Loan policies RUL Home | User
Services | Interlibrary Loan Service http://www.libraries.rutgers.edu/rul/lib_servs/ill.shtml
-
Interlibrary Loan online form on every IRIS web page RUL Home
| IRIS | Interlibrary Loan
-
Internet search the web outside RUL |RUL Home | Research &
Reference Gateway | World Wide Web Search Tools http://www.libraries.rutgers.edu/rul/rr_gateway/search/search.shtml
-
IRIS RUL Home | IRIS
-
Journals are non-circulating at all RUL
libraries, but reference librarians can give special permission for a <24-hour
loan for special purposes such as color copying
-
Law libraries catalogs (not in IRIS) RUL Home | Research & Reference
Gateway | Library Catalogs | click on Camden Law or Ackerson Law (Newark)
-
Legal publications Some basic legal materials for the US and NJ
such as the US Code and NJ Statutes Annotated are available at Alexander
Library.
-
Maps at Library of Science and Medicine
are non-circulating, but reference librarians can give special permission
for a <24-hour loan for special purposes such as color copying
-
Media do we have and where to find (some items in IRIS) RUL Home
| User Services | Media Services http://scc01.rutgers.edu/mediaservices/
-
Microcomputer labs in libraries Several of the Libraries have Microcomputer
labs administered by RUCS (Rutgers University Computing Services) where
students, faculty, and staff can read email or use software for word processing,
presentations, web development, and data analysis. These computers also
provide for printing Ejournals or other web resources for students, faculty,
and staff:
Alexander -- Graduate computing lab, 3rd floor in graduate reading
room
Douglass -- 1st floor behind reference area, Lower level near periodical
stacks
Kilmer -- 1st floor near circulation desk
LSM -- 2nd floor near lounge area
- Newspapers Search using title in IRIS
- NJULS/New Jersey Union List of Serials RUL Home | Research &
Reference Gateway | Library Catalogs | NJULS
- OCLC click on Passport for Windows shortcut on any staff Windows
95 desktop, then click on OPEN
- Other Library Catalogs - Other library online catalogs can be accessed
on library section of INFO for libraries like Columbia University, Princeton
University, New York Public Library etc at RUL Home | Research & Reference
Gateway | Library Catalogs http://www.libraries.rutgers.edu/rul/rr_gateway/catalogs.shtml
- Patents
-
Searchable CDROM database and patents on microfilm and full
text image are available at LSM. Contact LSM
reference desk to check years available.
-
Further Information is at RUL Home | Research & Reference Gateway |
Government Information: http://www.libraries.rutgers.edu/rul/rr_gateway/gov_info/gov_info.shtml
-
The Engineering Research guide is especially helpful in providing links
to patent related information and can be found at RUL Home | Research Guides
| Science, Technology and Math | Engineering | Patents, Technical Reports
and Standards http://www.libraries.rutgers.edu/rulib/scitech/science/patents.htm
-
The US Patent and Trademark Office has a web site at which patents and
trademarks can be searched, though it requires that
a browser plugin be downloaded and installed http://www.uspto.gov/
-
Also, the company IBM has a free web site where searches for patents and
viewing of full patents are available (no plugin required!) http://www.patents.ibm.com/
-
Parking (also in CKDB) RUL Home | Rutgers University logo | Faculty
and Staff | Parking and Transportation (under personal services) http://www.rutgers.edu/menus/parkingtrans.shtml
-
PIN/barcode Visit any circulation desk or email Ask a Librarian
on the web pages to receive a PIN and barcode.
-
Renewals Users can renew their books online by clicking on Self
Services on any IRIS web page.
-
Reference manual (in process with the Information Services Steering
Group)
-
Remote access RUL Home | Off-Campus Support | Remote Access Guide
http://www.libraries.rutgers.edu/rul/lib_servs/remote.shtml
-
Reserves -- electronic list of reserves available through IRIS -- RUL
Home | IRIS | Reserve Desk
-
RLIN how to access -- telnet to staff version RUL Home |Research
& Reference Gateway | Library Catalogs | National & Multi-Library
Catalogs | RLIN http://www.libraries.rutgers.edu/rul/rr_gateway/catalogs.shtml#rlinstaff
-
Rutgers INFO (main information pages for RU) -- RUL Home | Rutgers
logo 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) -- contact the
subject specialist librarian
- 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
Tax forms and information on the web http://www.irs.ustreas.gov/
- Trademarks Searchable CDROM database available at LSM.
The US Patent and Trademark Office has a web site at which patents
and trademarks can be searched :
http://www.uspto.gov/
- 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 | Research & Reference
Gateway | Library Catalogs | Individual Library Catalogs | University of
Medicine and Dentistry of New Jersey
- Their home page is at http://www.umdnj.edu/