(Guidelines 6.7)
Task 1: Uses departmental norm for answering phone.
{training time--two to three months}
Needs to know:
- how many rings are considered acceptable (generally two).
- how to identify yourself (e.g., Education Library Reference Desk, May I help you?)
Task 2: Limits calls to reference activity.
{training time--two to three months}
Needs to know:
- how to identify a "non-reference" call.
- to tell other party that the conversation should continue at another time.
- to schedule non-reference tasks and calls at non-reference time.
Task 3: Knows how to handle calls that require extensive response time.
{training time--three to six months}
Needs to know:
- to judge length of time needed to assist the caller.
- how to arrange for a return call or other type of consultation.
- how to effectively use referral procedures.
- how to advise caller that an "on site" visit is recommended.
Task 4: Knows how to properly transfer a call.
{training time--two to three months}
Needs to know:
- to give the phone number to which the caller is being transferred.
- to give other pertinent information (e.g., department or person to which the call is being forwarded).
Task 5: Knows departmental regulations for use of reference desk phones.
{training time--two to three months}
Needs to know:
- if collect calls are ever accepted.
- location of the nearest phones for patron use.
- exceptions to the general rules.
