Reference Reminders

Greetings Staff,

While staff has been doing an overall exceptional job serving customers, there are some issues that I have observed that need to be addressed and corrected.  

1. Welcome Desk - Staff at the Welcome Desk need to stand if possible when working this desk and greet customers as they enter the building.  They should not be sitting in a chair and staring at a computer screen.  The reference staff member at this desk needs to be aware of lines forming at the circ desk and offering regular assistance with the self-check machines.
2. Service Desks - I will send out a document entitled "Service Desk Guidelines" to all staff that lays out what is expected while staff is assigned to a desk.  Chief among these guidelines is not sitting at a desk and working on a computer, roving the floor, and completing certain tasks when not busy.  
3. Schedules - Staff need to adhere to the published schedule.  Trading assignments is not acceptable unless approved by a manager and changed on the online schedule.  All staff need to work all service points in order to remain familiar with that area and for the purposes of fairness.  Further,  the schedule reflects where in the building someone is in the event that they are needed.  Therefore, this must be accurate.
4. Breaks - Breaks are 15 minutes long.  If you opt to leave the building during a break, you still have 15 minutes.   All staff are entitled to one 15 minute break for each 4 hours worked; these are to be taken during each 4 hours.   Two breaks cannot be combined to create a 30 minute break over 8 hours and cannot be used to lengthen lunches or to leave early or arrive late.
5. Clearing Floors at Closing - Reference staff should clear their assigned floor before leaving.  Staff should not leave the floor until closing time.  When you sign out at the Welcome Desk, you are verifying that you have cleared the floor and that no one remains.

I am confident that we can work together to address these concerns.  However, I will be asking managers to ensure that these guidelines are followed by all staff.  If they observe variations from these expectations, they are instructed to address the issue and communicate the concern to me and to the appropriate supervisor.

Thanks,

Mike VC