The Line

Thank goodness the lines at our service desk are not this long. I've noticed that we sometimes have lines when we shouldn't. People are funny...like sheep, they are often followers.  Here at the I.C. they have a tendency to form a line at our Captain's chair when our First Mate is sitting in plain sight and is also perfectly capable of helping. First Mates, pay attention and please keep an eye out for sheep-people forming a line at our Captain's chair. When they do, let them know that you can help them. That's good customer service (and good shepherding). And it's good teamwork. If you are a First Mate, don't let the Captain shoulder all the weight when a line forms. Get out your staff and help move those sheep along. Your attention and effort will be much appreciated by the bovine wannabes and by your co-worker.

UITS Printer: Out of Order

When a student lets us know that the UITS printer on the other side of our glass is not working, we call UITS (5-3802) to report it. Before the repairman arrives, many other students may also come to you to let you know it's down. Do you find this a bit bothersome? If you're human, probably so. And since the students trying to use that printer are human too, it is also bothersome to them when it doesn't work.

If you would like only one person to report the printer down, feel free to grab a marker and a piece of paper, make an OUT of ORDER sign, and place it on the printer. That way, subsequent people who walk up to it will know right away that it's not working. When the UITS representative comes to fix it, he/she can remove your sign. (Please do not put our ready-made laminated Out of Order signs on the UITS printer, because chances are, they will walk off and we will be left with none for our own equipment.)

With your personal sign on the printer, students will be forewarned that the printer is not working and you should have less people telling you something you already know but can do nothing more about. Sound like a good thing to you?

Room 188 and the Importance of Seeing Green

Room 188 is a bit different than our other group rooms because it is reserved primarily for Kelley & SPEA teaching assistants. Because it is used for this special purpose, we keep the key on the reference desk near the listing sheet for TA reservations. Several times lately, the key to Room 188 has been found in the basket with our other keys. Because of this, once this week it was checked out to a group during the hours of a TA's reservation. 1 student group + 1 TA = more than Room 188 can handle at a time. Luckily we had an open room that we could move the group into so the TA could hold office hours, but this was understandably an inconvenience and a bother to the group.  It was also an embarrassment to us.  (I wasn't there when this happened, but I envision the word "sorry" repeated over and over again.)

When all of our other rooms are full, it is quite alright to check out the key to Room 188 to student groups. Just be sure to do these three things:  1) Check the TA reservation sheet to make sure the checkout won't interfere with TA office hours. 2) Let the group know that there is no workstation or monitor in that room. 3) When the key is returned to the desk, make sure it is placed at the reference desk and not in the key basket.  It's too easy for us to check out the key to another group at a time that interferes with TA hours if we put it in the basket with our other keys.

To make the 188 key more noticeable to us all, I've marked it with green tape and put it on the soft key ring that was previously being used for 160.  When you see green,  that's your reminder to put the key on the reference desk, and not in the basket with the other keys. As long as we're diligent, we won't have to worry about bothering our guests and embarrassing ourselves again.

Have questions or concerns?  Do let me know.  And THANKS for all!

Alberto and Carlos Caught in the Act

It's the week to recognize the Lopez brothers for their good customer service!

Alberto

On Monday, Alberto was Caught in the Act of going the extra mile to help a guest. She wanted to check out a textbook overnight for one of her classes, but the copy we had on reserve wasn't eligible for an overnight checkout because it was her professor's personal copy. In his calm and easy-going manner, Alberto gave her the bad news, and she left the desk without the book she needed. Not content with disappointing her, Alberto found another copy of the book that could be checked out overnight. He tracked the guest down in the I.C. and told her how she could have it for the evening. Needless to say, she was very pleased. And so are we. Way to go, Alberto!

Core Value:  Service - positive, friendly, and respectful interactions

Carlos

On Friday, Carlos was also Caught in the Act. When it was reported that the monitor in one of our group rooms wasn't working, Carlos wasn't content to wait until someone from IT could get here to fix it. Instead he went into the room and worked with the equipment himself until he was able to get it up and running again. Thank you, Carlos!

Core Value:  People Focused - dedicated to personal, staff, and community needs

No doubt about it, the Business/SPEA Information Commons is fortunate to have Alberto and Carlos on its staff.  Thanks, guys! You're awesome!

VOTE!

Tuesday, November 8 is election day, and your vote does indeed count! So please, pretty please, make sure you make your way to the polls. If voting interferes with your work schedule, just let me (treynold@indiana.edu) know. Do you need a ride to your polling spot? If so, contact Jessica (huffman4@indiana.edu). She is bringing her car on campus that day just so she can ensure you have transportation and can vote. Not sure where you need to go? Let us know, and we'll help you figure it out.

VOTE  VOTE  VOTE  VOTE  VOTE  VOTE  VOTE  VOTE  VOTE  VOTE  VOTE!

Your Help Is Needed

We've had a guest voice a complaint that students often congregate to talk or use their cell phones in the area between the quiet study space and the first row of bookshelves.  Since the quiet study area glass does not go all the way to the ceiling, talking in this area carries into the quiet study space and turns it into a not quiet study space.

We've told our gentle complainer that we will try to monitor that area more closely.  That's where you come in.  Since it's easy to see that space from the desk, would you please keep an eye on it for us?  If you see someone there talking either to another person or on a phone, report it to your supervisor.  We'll be the bad guys and ask the person(s) to move. Similarly, if a person comes to the desk and complains about noise in the quiet study area or its vicinity, please report that to your supervisor.

Thanks for your help!  We wanna keep 'em happy, right?

Rebecca Caught in the Act

Rebecca noticed that we're occasionally short one person at our service desk during one of her Monday shifts.  (She has three Monday shifts at our reference desk.)  Willing to help out, she asked if she could be trained to assist with circulation transactions.  We answered YES, of course!  She has now mastered the ins and outs of circulating books, reserves, and room keys, and is ready to help out when needed.

Thank you, Rebecca, for noticing a weak spot in our service to our guests and stepping up to strengthen it.  Your initiative is greatly appreciated and has gotten you Caught in the Act!

Core Value:  Knowledge - Committed to learning more and being better