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Effective and Appropriate Use of Service Desk Telephone
(Guidelines 6.7)

Task 1:   Uses departmental norm for answering phone.
{training time--two to three months}

Needs to know:

Task 2:   Limits calls to reference activity.
{training time--two to three months}

Needs to know:

Task 3:   Knows how to handle calls that require extensive response time.
{training time--three to six months}

Needs to know:

Task 4:   Knows how to properly transfer a call.
{training time--two to three months}

Needs to know:

Task 5:   Knows departmental regulations for use of reference desk phones.
{training time--two to three months}

Needs to know:

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