Caught in the Act

Our thanks goes to Matt for his going the extra mile in trying to fix a technology problem in a group room.

Caught in the Act

Way to go, Kayla and Erin!  You kept your cool when the guests opposite the desk from you lost theirs.

Happy Hollydays & Finals Week Shifts

OK, so I'm being a little dorky here with the "holly-days." But do know your supervisors wish you a wonderful break! 

Remember that you are responsible for all your shifts until the end of finals week.  Post sub notices ahead of time for any hours you will need to miss.  You must end the semester with a zero or above balance in your time bank to be eligible for employment next semester.

If your plans over break include leaving Bloomington, safe travels to you.  And until we meet again, may all your days and nights be merry and bright!

Memorize These Lines

Make your life a little better by memorizing these lines: 

"I understand you're upset.  Let me get my supervisor to see if he/she can help you."

Now remember to use these lines and get your supervisor whenever a discontented guest is standing in front of you.  You are not paid to deal with unpleasant or unreasonable people.

Mandatory Meeting - Mark Your Calendar Now

A mandatory meeting for all BUSP staff members (oh yes, that's you) will be held here in the IC at 6:00 p.m. on Friday, January 18.  Pizza will be provided.  What's this meeting all about, you may ask?  It will be a time for all of us to get to know each other a little better, enjoy each other's company, and talk about what we have in common -- BUSP!  Caught in the Act Award recipients will also be announced.  This gathering should only take up around an hour or so of your time, so do feel free to make other plans for later on that evening. 
Our time together that night should be fun, plus you’ll be paid for the hour.

 If you know you cannot attend because you're scheduled to work your other job during that hour, your mother is having surgery that day, your best friend is getting married, or for any other valid reason, you must clear this with Terry prior to the meeting.

Goody Bags!

You'll find a goody bag with your name on it on the tables in our break area.  Enjoy!  May all your finals be easy and may your semester/holiday break be bright!

Caught in the Act

Carol was Caught in the Act of making sure BUSP's service point was well covered last Friday during our extended hours.  After learning that Lindsay would be alone at BUSP for part of the night, Carol voluntarily gave up a chunk of her evening to help Lindsay accommodate I-Core and other students needing our services.  Thanks, Carol!

Did you know that your supervisors consider those who have been Caught in the Act when determining BUSPs outstanding student employee?    Each semester, the student who provides the best customer service to BUSP's guests receives a $25.00 gift certificate from Target. 

Handling Sub Responses

Just a reminder...If someone has graciously agreed to sub for one of your shifts, please send a short "thank you" message via the listserv.  This not only shows your gratitude toward the person giving you a helping hand, but it also lets all your co-workers know the shift is taken and that they need not reply to your request.  Your "thank you" confirmation seals the deal and avoids mix-ups.

Besides, do any of us ever get tired of hearing the words "thank you?"

Gate Counts

Feeling a little tired after your shifts at BUSP these days?  If so, your reasons are legitimate.  Did you know that our three entrances are equipped with people-counting gizmos? Well, they are.  Here are some of our recent stats:

On Nov. 14 (Wed.) we had 5,023 people in the IC.
On Nov. 26 (Mon.) we had 5,460 people in the IC.
And...(drum roll, please)... on Nov. 28 (Wed.) we had a total of 5,936 people using BUSP.

No doubt about it, when you're standing behind our service desk you're sharing your energy, expertise, and pretty smiles with a great many people.

STRESS!!!

No doubt about it, the life of an IU student isn't all roses and partying.  Chances are, you're up to your neck in projects and papers right now.  And final exams are just around the corner.  We like seeing you healthy and happy at BUSP, so if you're feeling a little stressed, check out Anna's blog post on our website.  You just might find a bit or two (or a lot) of information there that can be helpful to you.

I-Core Anecdote

Carol told him all our rooms were full, but she would be happy to add his name to the wait list.  He told her that wasn't good enough, because his group really needed a room.  Then he asked her if she would take a bribe.  She added his name to the wait list.

R.I.P. Big Stapler

The Big Stapler has stapled its last.  A new one has been ordered, but it will be a few days before it arrives.  You'll have to deliver the sad news to our guests.

Scheduling...Your Final Reminder

Scheduling for Spring Semester will begin at 9:00 a.m. on Tuesday, Nov. 27.  Call (812-855-8552) or come see Terry to schedule your hours.  Remember, the earlier you schedule, the greater your chances of getting the hours that are perfect for you.  No scheduling will be done by e-mail. 

Caught in the Act

Angela was Caught in the Act of remaining calm and keeping her cool, when the demanding guest in front of her was so upset by malfunctioning technology in one of our group rooms.

Charles was Caught in the Act of passing along a fun idea that may benefit each of us.  (More on this later.)

A Reminder

This seems the appropriate time to remind you of how grateful we are for your presence in our lives. Christina, Jeri, Matt, Melanie and I thank you for your good energy and the fine work you do.  We are so thankful that you are a part of the BUSP family.  Enjoy the holiday!       --Terry

Temporary Halt to Room Reservations

Beginning next Monday, rooms 154, 156, 158, and 160 will not be reservable.  As of the 19th, these rooms will be treated the same as the others and be available for users on a first-come, first-served basis.  This will open the rooms up to the max for our guests' use during peak group project time (including I-Core) and finals prep. This will also make our lives a little bit easier as we enter one of our busiest periods.

Room reservations for 154, 156, 158, and 160 will resume at the beginning of spring semester.

The New & Improved IUCAT

IUCAT is scheduled to look and act differently when you return from Thanksgiving break.  Have you ever been searching for something commonplace on IUCAT and had obscure listings pop up first?  The common entry you were looking for is generally there, you just have to scroll down to find it.  It can be frustrating!  This shouldn't happen to you anymore since the new IUCAT performs relevance-based searching.  In addition to offering you better results, it promises to be easier to use. And you'll be able to fine tune and tailor your searches.

Want to see it?  Click here for a sneak preview of the new and improved IUCAT.  But what if you don't fall in love with it at first sight?  For a while, you'll be able to switch back to IUCAT Classic with just a click. 

Spring Semester Scheduling

Scheduling for spring semester will begin after Thanksgiving break at 9:00 a.m. on Tuesday, November 27.  Call (812-855-8552) or come see Terry that day or soon after.  Scheduling cannot be done by e-mail.  The earlier you schedule, the greater your chances of getting the perfect work hours. 

Leaving?

If you'll be graduating, away with an internship, or leaving BUSP for any reason at the end of this semester, please send Terry an e-mail and let her know.

Thanks!

See the Red

Room reservations are a hit, and BUSP is booked fairly solid on some days.  A close call yesterday has prompted this reminder:  If a guest wants a room and the only available keys have red tape on them (rooms 154, 156, 158, and 160), be sure to check the reservation book for possible bookings.  Red tape on a key means check the red reservation book.  We can only check out the key to the guest inquiring at the desk if the two hour check out time does not coincide with a scheduled reservation. 

What if the room is open most of the time, but a reservation cuts short the two hour loan to the guest at the desk?  If the guest has told you that his/her group won't need the room for the full two hours, get your supervisor.  Let your supervisor make the judgment call. (For example...the only open room has a reservation that begins at 5:00.  It is now 3:30, and a group in front of you wants to check out the key.  They tell you they'll only need the room for about an hour.  Here's what you do:  Get your supervisor.) 

Thanksgiving Break

Halloween costumes and festivities are now a thing of the past, so it's time to turn attention toward Thanksgiving, right?  IU has become benevolent (and smart) this year and scheduled no classes for the full week of Nov. 19-23.  BUSP will be open part of that week, but you are only responsible for your shifts through closing time on Friday, Nov. 16.   Your BUSP shift responsibilities resume at 5:00 p.m. on Sunday, Nov. 25.  If you are scheduled to work Friday the 16th and/or Sunday the 25th and want that time away, please post sub notices around a week ahead of time. 

By the way, if you sub for someone on Sunday, the 25th, you will receive one full hour of credit added to your time bank for each hour you sub, instead of the usual half hour added.  This is a good opportunity to give your time bank balance a boost if it's on shaky ground. 

Room Reservation Policy Review

Room Reservation Policy:

Rooms 154, 156, 158, and 160 may be reserved up to a week in advance for groups of two or more, except during I-Core and finals week. Reservations are limited to one 2 hour period per group per day.  The group member requesting the reservation must present his/her university ID at the service desk when making the reservation and also when picking up the key at the reserved time.  Keys will only be checked out to the group member who made the reservation.  Keys not picked up within ten minutes of the reserved start time will be made available to others on a first come, first serve basis.  Reserved rooms may be renewed for another two hour period as long as the room is free for the next two hours and no wait list exists.  Fines for keys returned late accumulate at the rate of $10.00 per hour or any part of an hour.

Note that groups (not just an individual in a group) are limited to one two hour reservation per day.  This means that if Joe and Sally are in a group and Sally has made a reservation for Tuesday, Joe cannot make another reservation for them later on Tuesday.  It isn't always easy to police this part of the policy, but we do the best we can in fairness of all groups wanting rooms.

Spirit Days

Want to join your staff members in showing your school spirit on some of the game days? The dates below have been chosen as BUSP Spirit Days. Wear your IU colors to work if you so choose. (This is not a requirement, of course. Nor will you be sent home if you wear cream and crimson on days not included on this list. You might be asked to remove any basketball hoop hats worn at the desk, though!) 

 

Dates & Opponents:

Nov. 1 (Thursday) Indiana Wesleyan

Nov. 19 (Monday) Georgia

Nov. 20 (Tuesday) UCLA/Georgetown

Nov. 25 (Sunday) Ball State

Nov. 27 (Tuesday) North Carolina

Jan. 5 (Tuesday) Wisconsin

Jan. 27 (Sunday) Michigan State

Jan. 30 (Wednesday) Purdue

Feb. 2 (Saturday) Michigan

Feb. 16 (Saturday) Purdue

March 5 (Tuesday) Ohio State

New Duty for 1st Mate's Chair

Are you sitting the 1st Mate's Chair?  (It's the one closest to our entrance and our water fountain.  If so, once an hour we'd like you to do a "walkabout."  What's a "walkabout," you may ask?  It's simply a time to leave the desk, and walk around the IC.  It's a time to have your eyes open to the facility, ensuring that all is in order.  If you see a mess, please clean it up or report it to your supervisor.  If chairs are wildly out of place, please return them to their proper spot.  (Assuming no one is sitting in them, of course!)  A sheet will be kept at the 1st Mate's Chair so you can record your walkabouts on your shift.   Please place your initials by the hours listed after you have completed your walkabout.

Other duties of the 1st Mate?  Those would include keeping the bookdrop empty by checking in returned books and placing them in order on the shelves behind the desk.  Once the shelves near capacity, it's the 1st Mate's job to transfer the books to a book cart.  The 1st Mate is our primary group room examiner when keys are returned.  Always, always, the most important job of the 1st Mate and the Captain is to serve our guests who need our attention. 

Super Glue Shenanigans

An e-mail from Lindsay (one of our night supervisors) alerted me to the fact that our custodian has found evidence of people using super glue inappropriately in the IC.  Example:  a cigarette was glued to the wall between group rooms 178 and 180. Hmmm...not sure why anyone would want to do such a thing.  I'm going to assume it's from too much stress.  In any case, let's be vigilant.  When checking rooms, helping guests away from the desk, etc., keep your eyes open.  Maybe if we're more watchful of them, guests with super glue will be more watchful of themselves. 

Any time you see someone damaging the IC, its furniture, equipment, or its collections, let your supervisor know immediately.  Thanks!  

Zombie Apocalypse

As Halloween nears, it seems appropriate to mention the Zombie Apocalypse.  Check out Matt's blog post on BUSP's website, as it is very informative.

Come to think of it, you might also want to check out non-Zombie related blog posts on our website.  You can do that by looking at the Latest News section on BUSP's front page.

Happy Halloween!

 

New Discharge Message

Ever checked in a returned book and had a funny message appear on your screen?  These messages prompt us to action.  Your part of the action is to give that book (along with the slip if one has printed) to Jeri.  If she is not here, leave it in her mailbox. 

Before long, you may occasionally run into this newly created message:  Recall/Reserve Billed, **For Supervisor**.  So what do you do when you see this?  The same as above...give it to Jeri or place it in her mailbox.

Not sure where Jeri's mailbox is?  Ask your supervisor.  He/she can show you.

October Birthdays

Next Wednesday (Oct. 31) is not only Halloween, it's Cupcake Day at BUSP.  Stop by and get your goody as we celebrate Rachel P. (Oct. 2), Matt F. (Oct. 5), and Kayla (Oct. 6). Only treats, no tricks...we promise.

Caught in the Act

Thanks to both Angela and Tyler for providing such good customer service.  Both were recently caught leaving the desk (another employee was there, of course) to help patrons with their technology problems.

Lead Time for Finding Subs

Ever had to work alone at the service desk?  If so, you know it's not that much fun.  There has been a rash of last-minute, same day, sub requests in the past week or so.  When you post to the listserv at the last minute, your co-workers have little time to pick up your shift, and the chances of hours being deducted from your time bank are greatly increased.  There are, of course, times when you wake up sick or life brings you something completely unexpected that will require you to post a sub notice at the last minute.  Luckily, these occurences are the exception rather than the norm.  Most absences are caused by events scheduled ahead of time.  Whenever possible, please help out yourself, your co-workers, and BUSP's guests by posting your need for a sub to the listserv several days to a week ahead of time.

Why Does Giving Good Customer Service Matter to YOU?

1  It's your job.
2  It makes a good impression of you for later job references.
3. It's good training for future employment in the "real world."  Many companies look for employees with customer service experience.
4.  It makes your job more satisfying and fun!
5.  You are the face of IU and the BUSP IC in the eyes of your customers.

So who are your customers?  Well, at BUSP, we call them our guests.  It's all those people who walk through our doors.  This includes your
co-workers and your supervisors.

This is a test...

This is a test...if you have read this blog post, please e-mail Terry and let her know.

Thanks!

When You Need a Bouncer

With so few study rooms available for check-out, more groups than ever will be using our tables with monitors.  BUSP policy states that we can ask an individual working at these tables to move if a group needs the space.  If a group looking for a place to work approaches the desk on your shift, please get your supervisor.  He/she gets paid to be the bouncer...you do not.

Similarly, if you need someone bumped off the scanner workstation or one of our dedicated terminals (Bloomberg, etc.), get your supervisor. 

Caught in the Act

Our thanks goes to Angela for her unfailing diligence in posting guests' questions to the Reference Portal. 

Your thanks should go to Angela too.  The High-Up Library Administrators use the number of questions posted to the portal when determining how much money to give BUSP to hire people like you.  Each time you post to the portal, you are contributing to your own job security.  Do it, please;  BUSP needs you!

Fall Break Hours

Remember our hours for this weekend: 

Friday - Closed
Saturday - Closed
Sunday - re-open at 5:00 p.m.

Enjoy I.U.'s first ever Fall Break!

Some Stuff About Subbing...

Please note that anyone who subs for another on Sunday, October 14 (the end of fall break), will receive one hour added to his/her time bank for every hour worked instead of the usual 1/2 hour added for every hour worked.  If your time bank is low, this is a great opportunity to pad your account while helping out a co-worker.

Remember that it's to your advantage to post a sub notice on the list serv as soon as you know you need to miss a shift.  Last minute sub requests run a much higher risk of not being filled than notices posted a few days or a week ahead of time.

For you workaholics...When signing up to work extra shifts, do keep in mind that your employment is limited to forty hours per week. If you have more than one job with IU, your total hours worked for all positions cannot amount to more than forty hours per week.

Lastly, a heartfelt THANKS to all of you who have subbed for others.  Without your effort, we could not provide the top-notch service our guests deserve and have come to expect.

Caught in the Act

With so few rooms to check out, Kayla took advantage of some slow time and repaired three broken staplers to make them ready for our guests' use.  Thanks so much, Kayla.  We now hereby declare you the Queen of Staplers.

More about UCSO and Group Rooms

One more thing about our group rooms and the UCSO...They will not be using them on the weekend, so in addition to our rooms being available to our guests during the evenings, they will also be available on the weekends.  It's only Monday-Friday 8:00 to 5:30 or 6:00 that the UCSO will be using our rooms.

Guests will get that desperate look in their eyes when you tell them that our rooms are unavailable.  To help alleviate that condition, let them know that the IC in the Wells Library also has group rooms.  They can find out their availability from the Wells IC service desk.

Group Rooms & UCSO

Starting at the end of this week, and for the next several weeks, the Kelley School's UCSO will be using some or all of our group rooms for interviews during the hours 8:00 a.m. - 5:30 p.m.  If you work during the day, this makes your work easier, since you won't be checking out keys or checking rooms when keys are returned.  It also means you'll be saying, "Sorry, no rooms are available."  A lot!

Happy birthday!

Next Wednesday (Sept. 26) is cupcake day as we celebrate Terry (Sept. 1) and Carol (Sept. 9).  Come pick up your goody any time that day.

Caught in the Act

Tyler has been Caught in the Act of providing excellent customer service.  The close attention he pays and his friendly demeanor while working at the desk go hand-in-hand to encourage our guests to seek out the help they need.  Thank you, Tyler!

Our hats are also off this week to Erin, who can really belt out those names on the waiting list for room keys.  Way to go, Erin!

Renewing Groups Rooms & Reserve Items

Having trouble renewing a group room or a reserve item? Getting a message asking for an override code? Your supervisor can easily supply you with that code, but what if your supervisor has just stepped out? If that is the case, you can always check the item in, then check it back out to the guest to send him or her happily on their way.

By the way...If you are renewing a room key, make sure you mark the new time due on the room use agreement slip. It may not seem like it, but trust me, this is important.

Got questions about renewals or anything else? See your supervisor. Thanks for all. 

      --Terry

Wait List Procedures

Ah yes, we've come to the time of the semester when all group rooms may be full. When all keys are checked out, please follow the following procedures for adding names to our wait list: When someone requests being added to the wait list, ask for their ID. You copy their name to the wait list, then return their ID to them. Tell them to stay close to the service desk so they can hear their name when it is called. When a key is available, call out the first name on the list in a loud voice. Pause, then call out the name again if the person hasn't come up to the desk. Pause, then call out the name the third time. If no one shows after the third call, draw a line through the person's name on the list, then call out the name of the next person on the list and give them three chances to claim the room.

Why Are We here?

Mission of the Business/SPEA Information Commons: To foster student academic success, teaching and research excellence, and life-long learning.

Questions & Answers

Question: Where can I print in color? Answer: The labs in Business 101 and Business 415 have color printers. Question: Where can I find a computer workstation to use when the BUSP lab is full? Answer: Use the lab finder tool available in the Knowledge Base.

Questions & Answers

Question: How many reserve items can a guest check out at one time? Answer: Guests are limited to three at a time. Question: How many books from the stacks can a guest check out? Answer: There is no limit.

Happy Labor Day!

Just a reminder that BUSP will be closed on Monday, Sept. 3, for Labor Day. Enjoy the holiday!

Over Our Heads

A construction crew will be working over our heads near the service desk today and most of this week. They're replacing cracked pipes that have been the cause of our major leaks for so long now. They may be working long into the night since their goal is to finish the project before the rain begins on Friday.

Finding Available Workstations

Have guests looking for computer workstations? If our lab here at BUSP is full, you can direct them to this site which will tell them (and you) how many seats are available in each of the computer labs on campus.

We Did It!

We made it through the first week of fall semester! I thank each of you for your part in getting this academic year off to such a good start. Couldn't have done it without you, that's for sure! --Terry

Addition to Time Bank Policy

Our time bank policy is once again in effect. It is the same policy that was in effect last year, with one addition: Employees failing to notify a supervisor of an absence prior to the assigned work time on three different occasions may be terminated. As always, you will want to post a sub notice to the listserv for absences you know about ahead of time: busp-subs-l@iulist.indiana.edu. Should you need to miss a shift unexpectedly,call 812-855-1957 and ask to speak to a supervisor. Alerting us to your absence ahead of time allows us to plan the workload around your absence. (It also keeps us from worrying about you. We're pretty fond of you, so we like knowing you're safe.)

Time to Celebrate!

At BUSP, we like to celebrate! On the last Wednesday of each month, we celebrate staff members who have had birthdays that month. This means we'll have cupcakes here next Wednesday as we celebrate Emily (Aug. 13), Drew (Aug. 2), and Tyler (Aug. 27). Stop by anytime that day to pick up your cupcake. If you haven't reported your birthdate to me yet, please do. We want to celebrate you! Thanks for all. --Terry

Getting Your Money to You

I'm thinking we have something in common: We both want you to receive your pay on time for the hours you have worked. If you have been unable to clock in for a shift, please send me an e-mail letting me know the date and times you worked. If you are workstudy and haven't brought your card to me, please do so as soon as possible. Thanks! --Terry

Drink Up!

Sweet tea and lemonade are in the fridge for you. Drink up while it lasts.

Catching Up

Welcome if you're new, and welcome back if you're returning! The summer at BUSP was an interesting one. We listened to the sound of jack hammers and small bobcats (the bulldozer-type of bobcat, not the animal) as our leaky ceiling got some needed attention and repair. Some days we wore ear plugs; other days we toughed it out. The day after spring semester ended, I found a five to six foot long python in the IC. (This time I mean the animal kind.) It was rescued unharmed, and thankfully, hasn't been back to BUSP since. On the tamer side, we gave our web page a new look. Check it out. Our thanks goes to Ross, Lindsey, Adam, and Drew for their input and suggestions. I can't help but wonder what excitement is in store for us this academic year. Whatever comes, the staff and I are glad you're here to share it with us. Together we can do great things for the guests that walk through our doors. As always, just let us know what questions or concerns you have. Thanks for all! --Terry

Helping International Students at BUSP

For the next four weeks expect to see more international students at BUSP, especially in the evenings. One hundred students from Middle Eastern and North African nations will be at Kelley studying entrepreneurship, nonprofit management, and learning how to development a business plan. Their time with us is being sponsored by the U.S. State Department and the Coca Cola Co. While the students will have varying grasps of the English language, chances are, all will have accents that may be somewhat unfamiliar to us. Our accents will be just as foreign to them. So how do we best communicate with these guests? Smile! It's understood universally. If you do not understand, please do not pretend like you do. Instead, kindly acknowledge the difficulty you're having and ask the guest to repeat the question, speaking more slowly. On the flip side to this, they will be able to understand us easier if we speak slowly and clearly. Of course, we'll need to avoid colloquialisms and slang. If your efforts to communicate just aren't fruitful, do get your co-worker or supervisor to assist you. Sometimes a different ear and voice will do the trick.

Sub Limit

Who would have guessed there is a limit to the number of hours you can sub for someone else? Ah, but there is! This issue never comes up during fall and spring semesters, but it does occasionally during the summer. So here's the limit: Your scheduled hours and the hours you sub cannot total more than 40 hours per week. The forty hour limit also includes hours you work for other employers on campus, so if you hold two or more positions at IU, your total from all of them added together can't total more than forty hours per week. Questions? Please ask.

Rat a Tat Tat...

Have you heard the construction noise yet? If not, you will. Prep work has started for expanding the Kelley Undergraduate Building, and construction will soon be in full swing. Also starting soon will be work on the courtyard, which promises to fix BUSP's leaky ceiling. Our plastic and the buckets we sit out to collect dripping water everytime it rains will soon be obsolete. Hooray for that! Ways to get to BUSP will be limited this summer as construction progresses. We'll always be able to come in the doors from the parking lot in the back of the building, but eventually the only front entrance that will be open will be the one by Kelley's Undergraduate Career Services. Will earplugs be required while working this summer? We'll see...

Holiday!

BUSP will be closed this Sunday & Monday (May 27 & 28)for the Memorial Day holiday. Happy long weekend to all!

No Shirt, No Shoes, No Service

This doesn't really apply to our guests - we'll serve them however they come (within reason, of course). But it does apply to us! Now that the weather is warmer, it's easy to slip out of those flip flops while we're working at the desk. But we're professionals at BUSP, and that means we wear shoes when we're providing public service. So let's all be careful and keep our shoes on while we're clocked in, OK?

Got Something to Say?

The large white board near the lost & found area has been designated as our graffiti board. We can all use words of wisdom and/or a good chuckle now and then, right? Pick up a marker and share your words or the quotes you've come across with the rest of us. Just keep it clean and respectful, OK? And be sure to take a minute to read what others have posted. You never can tell...what's written there just might be what you need to hear. Happy finals week to you!

Award Winners!

Part of the fun at this year's pizza party (besides good pizza, good company, and Emily's surprise tangerine juggling routine) was the presentation of this year's Caught in the Act Awards. That's Ross and Erin pictured smiling above. Both were recognized as having gone the extra mile to provide outstanding service to BUSP's guests. In appreciation, each was presented with a gift card from Target. Thanks again, you two, for paying such close attention at the desk, really listening to our guests, and going the extra mile to meet their needs in a friendly and efficient way.

Congratulations, Nick!

Nick Jacobs is another BUSP senior, graduating with a major in Policy Analysis. A native of Bloomington, Nick began his time at the IC as a freshman in the fall of 2008. He left BUSP employment for a time to complete an internship in Washington DC, and also to put in many hours as an integral part of the IDS staff. But he always returned, and we’re very glad he did! His favorite part of BUSP employment was the flexible scheduling and his great co-workers. What will he miss the most about his college days? That would be Friday included as a week-end day…and the occasional free pizza found on campus. After graduation Nick hopes to land an internship at The Onion, where his satire will be right at home. His advice to you? “Pick a major you actually enjoy, and find ways to exercise what you study on campus.”

Nick certainly followed his own advice during his years at IU. Now that they’re coming to a close, we wish him the very best. Congratulations, Nick, on a job so completely well done!

WEDNESDAY, Oh boy, oh boy, oh boy!

Next Wednesday, April 25, is PARTY TIME at BUSP! We've worked hard this year - we deserve a party, right? Come by anytime between 11:30-1:00 to enjoy pizza and some trimmings. Being the last Wednesday of the month, we'll have cupcakes for our dessert. (You might have been able to guess that.) Cash awards will be given to two students who have provided outstanding customer service to our guests this year. And last but not least, your finals week survival goody bag will be available for pick-up during the party or anytime afterwards.

We want to have plenty of pizza for YOU, so please send Terry a quick e-mail (treynold@indiana.edu) to let her know you'll be joining us on Wednesday.

Birthdays we're celebrating this month include two who won't be here during the summer months:

Angela (June 28)
Bob (April 12)
Michael (July 8)

Thanks for all!

Congratulations, Sydney!

Our congratulations go to Sydney Weaver, a graduating senior from Fort Wayne. Sydney joined the BUSP staff in the fall of 2010 as a Peer Research Tutor through the Hutton Honors College. During this time, BUSP was closed for remodeling and all its employees were housed at the Wells Library. Sydney made the move with the staff into our new facility and became a Public Service Assistant working at our service desk. She is an English major with minors in Business, Sociology, and Community & Culture. (Whew!) During her time at BUSP, she enjoyed getting to know her co-workers and her supervisors. She also appreciated the opportunity to catch up on some homework during slow times at the desk. After graduation, Sydney will be moving back to Fort Wayne where she will be busy looking for employment and planning her wedding, which will be celebrated on June 29, 2013. She knows she’ll miss the many friends she’ll be leaving behind. She also knows she will miss IU basketball games, being surrounded by 40,000 of her peers, and the beauty of Bloomington. She leaves you with this advice, “Take advantage of your time here at IU, because it goes by faster than you can imagine!”

Thanks for all you’ve done, Sydney. Working with you has truly been a pleasure. We wish you the very best.

Congratulations, Justin!

Justin is another of our graduates this year. He began his college career in his home town of Indianapolis, later joining the IU campus. He became a member of the BUSP staff last summer, and in no time at all, became a very valued member. Beginning this fall semester, in addition to his hours spent at the service desk, he also served BUSP as a back-up Senior Circulation Assistant. With a General Studies major and Geography minor, Justin’s plans after graduation include traveling, working, and thinking about grad school. He cannot tell a lie: He freely admits his favorite thing about working at the IC is cupcakes on birthday party days. When he leaves our community, he knows he will miss his friends and also the Bloomington Farmers’ Market. Before leaving, he wishes you luck with the rest of your school career. He also advises you to “keep your head up – time flies!”

Ah Justin, you will be so missed! May Life bring you the best it has to offer. Our good wishes will be traveling with you.

Caught in the Act

Picture this: The desk is surrounded by hungry I-Core students desperately wanting rooms. There is a lone employee at the desk...smiling...working as quickly as he can. That student was Charles.

Need boxes?

Are you moving at the end of the semester? BUSP has boxes for you to use. The boxes that hold our printer paper are strong, a decent size for packing, and even have slits making them easy to carry. If you want some, stake your claim by letting Jeri or Terry know soon.

Congratulations, Ryan!

Ryan Hindes joined the BUSP staff four years ago during his freshman year, and in just a few short weeks he’ll be graduating and heading out into the Big Wide World. Ryan, who grew up in Glenview, Illinois, will be leaving us with a degree in Entrepreneurship. His favorite thing about working at BUSP was meeting people, both guests and other employees, and he made many good friends because of the time he spent working here. What he’ll miss most when he leaves IU is the daily contact with the large community of young people that make up the campus community. He cherishes the memories of many good times, including proud accomplishments with his athletic career. Besides being a full-time Kelley student and a BUSP employee, Ryan has been a very important part of the IU Track Team for four years. He topped off his senior year by breaking two school records (the 600 meters and the 4X400 meter relay) and being a part of a team that won a Big Ten Championship. The relay went to Nationals, where the team finished All-American. After wearing his cap and gown, Ryan plans to retire from athletics and coursework and begin employment at Eckim, an affiliate marketing company. He leaves you with this piece of good advice, “Develop a routine to stay busy. “ He firmly believes this will help you get your work done.

Thank you, Ryan, for your many contributions to BUSP. Our best wishes go with you into the new chapter of your life!

Scheduling Fall Semester Hours

I will begin scheduling fall semester hours at 9:00 a.m. next Monday, April 23. See me as soon as you can after that time. The sooner you schedule, the greater your chances of getting the work schedule that is perfect for you. If you can't come in, just give me a call (812-855-8552) to schedule, but please do not send me an e-mail. Past experience has proven to me that scheduling via e-mail just does not work.

If you haven't registered for classes by next Monday, you can still schedule your BUSP hours. Just build your work schedule around the class schedule you hope to have. If it ends up you don't get the classes you want, our schedule is written in pencil and can be changed.

Thanks for all you do!

--Terry

Hey, where did the reservation book go?

It has disappeared because there are no room reservations from now until the end of the semester. (How about that, life at the desk just got a teeny tiny bit easier!) If you see a key in either basket, go ahead and check it out. Red tape or no tape, all room keys are handled the same right now.

So why did we stop reserving rooms? It's because the rooms are in such high demand from now until the end of the semester, and we want to get as many people into them as possible. As you know, when we reserve a room it takes the room out of circulation, not only for the two hours of the reservation, but for a time period before that too. We'll start reserving rooms again once this semester is over.

Have any questions about this? See your supervisor.

Ready, Set, Go!

I-Core will be upon us next week, so get your rest and tune up your lungs for calling out names from the wait list. The fun begins on April 9 and will last until April 19.

Easter Sunday & BUSP

First the bad news: Yes, we're open Easter Sunday. If you can't work your shift that day, please send out a message to the listserv.

Now the good news: Anyone subbing on April 8 will receive one full hour of time bank credit for each hour subbed, instead of the usual 1/2 hour. If your time bank is low, working on Easter Sunday is a great time to beef it up.

More good news: The Rabbit usually visits BUSP.

Caught in the Act

Matt F. has been caught in the act of paying close attention to detail which results in better service to our guests. He was also caught keeping his cool when a guest in front of him was not so cool.

What Do You Do when a Guest is Troubled and/or Potentially Dangerous?

It's that time of year when stress is high and tempers and self control may be at a low for some people. At BUSP, we do not have a red "help" button under the desk to use in emergencies or difficult situations, but we do have each other. Pay attention to your co-worker's interactions with guests. If you see a guest treating your co-worker in a questionable manner, by all means, leave the desk and report this to your supervisor immediately. If you are alone at the desk, tell the guest you think your supervisor can serve him/her better, then excuse yourself to get your supervisor. In no way, shape, or form are you paid to deal with angry, mean, insulting, or belligerent people.

A life-threatening incident has never happened at BUSP, but if it does, dial 911 immediately.

Habla Espanol?

Rosetta Stone language labs are here! They are located on BUSP's north wall, next to the Bloombergs and other dedicated workstations, and are ready for guests (or maybe you?) to use them to learn Spanish. Other languages may be available in the future, but for now, it's Latin American Spanish.

Guests wanting to use the labs will come to you for headphones. You'll find them under our "books on hold" shelf. The headphones have a four hour loan length. Guests may also want to check out Rosetta Stone software. If so, you'll find it on the shelf just to the right of the headphones. The software has a two week loan length.

Like the other dedicated workstations, the two language lab computers can be used for other applications, but Rosetta Stone users have priority. Also like our other dedicated workstations, the lab stations have printing capabilities.

Got questions? Have a guest in front of you with questions you can't answer? See your supervisor.

Caught in the Act

Convincing people to leave the IC when the weather alarms go off is sometimes not an easy job. This is especially true when our guests know the alarm is only signalling a drill. Thanks so much to Ross, Justin, and Drew for their swiftness and their professional manner as they helped evacuate BUSP during Wednesday's tornado drills.

Stepping Stones to Good Customer Service

With the crazy days of I-Core coming up, now is a good time for all of us to think about the ways in which we can give the best possible service to our guests. Here are some steps we can follow:

1) Be guest friendly. This includes paying attention to your body language (55% of your impression), your tone of voice (38%), and also what you say (7%).
2) Greet and acknowledge guests immediately or as soon as you possibly can. People like to be recognized. A smile and a hello are always welcome.
3) Give people the benefit of the doubt.
4) Concentrate on problem-solving, not fault finding. First find the solution rather than spend time on why it happened.
5) Be willing to take the extra step. Rather than just telling a guest how to do something, show them how whenever time allows.
6) Always follow through. Keep your word.
7) Thank people. A simple "thank you" is a powerful message to the guest. (It's a powerful message to your co-workers too!)
8) Handle difficult situations sensitively. Get your supervisor any time a situation becomes difficult.
9) Remember your co-workers and supervisors are internal guests and deserve the same great service you give others at BUSP.

Welcome Back!

How good to have you back! Hope you had a great break that gave you plenty of opportunities to rest and relax. I-Core will soon be upon us, so we'll all need lots of energy!

Caught in the Act

The first step in giving good public service assistance is showing up. Quayla and Erin have been Caught in the Act doing that big time this semester. They have both not only worked each and every one of their own shifts, but also have covered the desk multiple times for others. (Maybe for you?) Thank you, Quayla, for subbing enough to add ten additional hours to your time bank this semester. And thank you, Erin, for manning the desk enough to add 7.5 additional hours to your time bank. We hereby crown you Queens of Subbing and Givers of Good Public Service!

Sub Listserv -- Take Two

Some of you are able to use the listserv quite successfully, but some of you are receiving error messages because we’re only using the subject line. To eliminate this problem, let’s all please use the following procedures from now on:


--When you need a sub, send an e-mail to: busp-subs-l@indiana.edu
--Your subject line should read: BUSP sub needed
--In the body of the e-mail write your name, date, and time. For example, “Sub needed for John W., March 21, 2-4 pm.”

If someone offers to take your shift, be sure to confirm it by following these steps:

--Send an e-mail to: busp-subs-l@indiana.edu
--The subject line should read: “BUSP sub needed – sub found
--The body of the message should include your name, the date and time of your shift, and the name of your sub. For example: “Sub needed for John W., March 21, 2-4 pm – Shift taken by Sally T."

To cut down on the amount of e-mail, please only respond to someone’s sub request if you can work the shift.

Do let me know if you experience any difficulty in using the listserv. And since you’re smart, please also let me know any ideas you might have for making this work more smoothly!

Thanks for all. --Terry

Listserv for Subs

Out with the old and in with the new! The sub board at BUSP is now a thing of the past. Our listserv is currently functional, and will be your means of finding subs and picking up shifts from now on.

Here’s how it works: When you need a sub, send an e-mail to busp-subs-l@indiana.edu. Your subject line should read: Sub needed for (your name) (date) (time). For example, “Sub needed for John W., March 21, 2-4 pm.” There’s no need to type anything in the actual body of the e-mail, unless there is something special you want everyone to know.

If someone offers to take your shift, be sure to confirm your sub by “replying to all” and indicating in the subject line who is taking it. For example, “Sub needed for John W., March 21, 2-4 pm – Shift taken by Sally T." Either Matt or Terry will record your sub request and the person filling it on the big calendar hanging where sub notices used to be posted.

To cut down on the amount of e-mail generated by the listserv, please only reply to sub requests if you can help fill the shifts.

So why have we done away with the sub board and made this change? The listserv is here by popular demand! A poll of student employees taken last spring indicated almost all of you would prefer finding subs and picking up shifts by use of a listserv over a sub notice board.

Should you experience any problems in using the listserv, please let Terry (treynold@indiana.edu) know.

Books, Books, and More Books

As the end of the academic year approaches, we enter the season for increased book returns. If you are sitting in the 1st mate's chair, please keep the book drop emptied. Check books in and place them in call number order on our shelves under the desk. This will keep us from being buried under a mountain of returned books.

A New and Improved Way to Find Subs

A sub listserv is coming soon to BUSP! We are currently in the process of setting up a listserve that you can use to find subs for shifts you need to miss. Once the listserv is in service, you will no longer need to fill out forms or scour the bulletin board for sub notices. Finding subs and picking up shifts will just be an e-mail away.

Until you receive word that the listserv is active, please continue to post and sign notices on the bulletin board.

Thanks for all!

Graduating?

Graduating this semester? If so, please stick your head in Terry's office door or send her an e-mail (treynold@indiana.edu) to let her know. If you are graduating this year, CONGRATULATIONS to you!

Caught in the Act

Being CAUGHT IN THE ACT at BUSP is a good thing! It's a method your supervisors will be using to acknowlede the good work you do to meet the needs of our guests.

Have you noticed how much easier it is to find something in lost & found these days? That's because ERIN was Caught in the Act of organizing the overflowing abundance of found items during a slow shift. EMILY took the time to map out the steps needed by guests who want to print double-sided on our Macs. And ROSS was caught filling the printer paper trays before they emptied completely, so guests' work would not be interrupted.

Thank you Erin, Emily, and Ross for the outstanding work you do. Who will be Caught in the Act next? Maybe you?

Birthdays & Cupcakes

Mark next Wednesday (Feb. 29) on your calendar as the day we celebrate Anastasia and Quayla with cupcakes and birthday wishes. Stop by anytime to get your goody.

Spring Break

Spring break is only three weeks away! As you make your plans, please remember that you are responsible for your shifts until we close our doors at 6:00 on Friday, March 9. BUSP reopens for regular hours on Sunday, March 18. If you need to miss a shift, please be sure to post a sub notice. Anyone subbing on March 18th will receive one hour added to their time bank for each hour worked. If your time bank is low, this is a good opportunity to whip it back into shape.

Thinking of staying in Bloomington and earning some money over the break? Talk to Terry if you have an interest in being at BUSP that week.

Wherever you go, be safe. Whatever you do, enjoy every minute of it!

Hire Ed

Have a student at the desk asking about Hire Ed? This is a project we're conducting for X420 students. Please refer the student to the reference desk.

Thanks!

Wait List

Not all changes are for the better. Having the person at the reference desk handle the wait list seemed like such a good idea, but unfortunately it's not working as well as we had hoped. Too often the person at the reference desk is unable to give good service to those needing reference assistance because of upkeep of the wait list. So...for now the wait list will revert back to the person sitting in the captain's chair.

When you are the keeper of the wait list, please follow the following procedures:

When someone requests being added to the wait list, ask for their ID. You copy their name to the wait list, then return their ID to them. Tell them to stay close to the service desk so they can hear their name when it is called. When a key is available, call out the first name on the list in a loud voice. Pause, then call out the name again if the person hasn't come up to the desk. Pause, then call out the name the third time. If no one shows after the third call, draw a line through the person's name on the list, then call out the name of the next person on the list and give them three chances to claim the room.

Do you have an idea that might make handling the wait list easier? If so, I (Terry) would love to hear it!

ILL

Yes, there are a lot of cold and flu germs going around right now, but at BUSP the letters ILL often refer to something altogether different. ILL is library lingo for Interlibrary Loan. On occasion, you may have someone approach you at the desk and request that items be checked out to ILL. Treat this as you would any other check out. The only difference is that the ILL representative won't have an ID with a barcode on it. Instead of scanning an ID, type in the barcode number posted on the bottom of the service desk computer monitors. You can then scan the items and proceed as usual.

Need help with this? See your supervisor, of course.

Concerned about losing your job if your workstudy runs out?

Please put your mind at ease. Several of you are nearing the limit of your workstudy funding for the year. This is a usual occurrence during spring semester, and generally no cause for alarm. Fortunately, our budget is healthy enough to keep you on as an hourly employee. If your workstudy funding is depleted, you will be switched to hourly status. Your pay for hours worked will keep appearing in your bank account every other Friday, whether you are on workstudy or hourly status. The only change you'll encounter is an additional step when you clock in. If you have questions or would like to know how much of your workstudy funding you've earned so far, see me. My door is always open to you. --Terry

Good Ol' Summertime!

Thinking of staying in Bloomington this summer? If so, are you interested in making money in the cool comfort of the Business/SPEA Information Commons? Contact Terry if you're considering employment at BUSP over the summer.

Rosetta Stone Soup

You may have noticed the presence of two work stations stashed on one of the tables in our eating area. Please know that they are there only temporarily. They will house Rosetta Stone software, which our guests (and you, if you're interested) can use to learn foreign languages. Once the machines are configured and ready to go, they'll be moved to the area on the other side of our Bloomberg terminals. More information on Rosetta Stone will be upcoming.

We are indeed fortunate to have a break area complete with sink, microwave, etc. Since so many of us use it, it is important that we each do our part to keep it pleasant by washing our dishes and cleaning up after ourselves. Ah, if BUSP only had a maid!

A Reminder about Room Keys

Make sure you check in all room keys when they are returned. Room keys that are not discharged upon return result in BIG FINES going to people who don't deserve them. Not a happy thing!

Oh boy, birthdays & cupcakes!

Next Wednesday is celebration day at BUSP. Christina (Jan. 1) is our only January birthday, but since Ashley is brand new to the staff and we just missed her birthday (Dec. 21), we'll celebrate her too. (We can do whatever we want when it comes to celebrations, right?) Stop by and get your cupcake anytime on the 25th.

MISSING!!

Sad news: We've recently discovered that a few reserve books are missing from our shelves without records of them being checked out. Textbooks on reserve are generally expensive. I probably don't need to tell you that. They're also very much needed by the students in the class. I probably don't need to tell you that either. What I do need to tell you is this: Be very careful to make sure returned books aren't left on the service desk. When they're on the counter in plain sight, it's easy for someone to pick them up and walk out the door with them. I know things can get very hectic at the desk sometimes. If a reserve book is returned and you're busy with a guest, take just a moment to place the book in your chair. Then you can check it in and place it in its proper place on the shelf when you're finished with the guest. Your supervisors will be keeping a closer eye on reserve books. We ask that you please join us and do the same. We do not want any more items missing in action.

Thanks for all.

--Terry

Rain, rain go away!

We all know that BUSP has a tendency to leak in many places, which is why we keep a stash of buckets under the service desk. If a guest reports a new leak, please let a supervisor know. Thanks!

BUSP Closed on Jan. 16

Are you scheduled to work on Mondays? Please be aware that BUSP will be closed on Jan. 16 for Martin Luther King Day.

What's New at BUSP (besides the new year and the new semester)

Welcome back! Hope your break was a wonderful one. While you were away, the great minds of your supervisors came up with a few changes that we think will make your work easier and better serve our guests. Here they are:

--You no longer have to deal with the wait list! The person sitting in the reference desk chair will take care of the wait list for you. Refer guests wanting to be added to the list to him/her.

--If you are sitting in the 1st mate's chair (the one closest to the hallway entrance), you are the primary person responsbile for checking rooms after keys have been returned. This will help distribute the work load more evenly between the captain's chair and the 1st mate's chair.

--Group rooms have all been equipped with computer system units and keyboards.

--If a group comes to the desk claiming they can't find an open table, let your supervisor know. "Facility bouncer" is listed in your supervisor's job duties. He/she will ask individuals sitting at group tables to move so groups can be accommodated.

Got questions? That procedure remains the same: Ask your supervisor. Have you thought of a change that will make life better at BUSP for employees or guests? If so, tell Terry please.

May this new semester be your best one ever!