UTEP Library Student Employment (formerly known as Student Handbook)

Revised October 2023

• Books should not extend beyond the edges of the shelf or book truck.  They can get caught on objects or people passing by, causing damage to the book or possible injury to the person.

• Books can vibrate off the truck when you are moving the cart across a rough surface, such as the tile in front of the elevators.  Always check the books on the moving cart to be sure they do not fall off the truck.

• When crossing the gap in the elevator, move the truck diagonally so that only one wheel at a time crosses the gap.  If you push the truck straight, the wheels can get stuck, jar the truck and cause the books to fall off the cart.  This is especially true with trucks that have smaller wheels.

• When moving a book truck with partially-filled shelves, always brace the books upright with either bookends or a few books laying down.

• When loading a book truck, make sure that the load is balanced.  If you don't have books on both sides of the shelf, place the books in the center of the shelf.  Moving book trucks with unbalanced loads can cause the truck to tip over.  Tipping book trucks will cause damage to library materials and may injure you.  Please be careful!!

• Always place books in an upright position on book trucks and shelves.  Never place a book on its fore-edge (the edge opposite the spine).  This will cause the hinges to break and the text block will fall out of the book.  If a book is too tall for a shelf, place it on its spine.  It is best to store very large books, such as atlases, laying flat.

• Don't pack books too tightly on the shelves.

• Books should not be shelved so loosely that they lean over.  When left in this position for several months, the covers will warp and books will no longer stand upright.  Books should be supported with sturdy bookends of an appropriate height.

• Use care when using bookends.  It is very easy to damage a book by shelving it over narrow edged or wire bookends.

Here are some tips and steps to help you handle phone calls at work:

1. Answer promptly: Try to answer the phone within the first few rings to demonstrate attentiveness and efficiency.

2. Use a standard greeting: Begin the conversation with a polite and professional greeting. Use "UTEP Library, [Department name], This is [Your Name]. How can I help you?

For example: "UTEP Library, Media and Microforms. This is Joy. How may I help you?"

3. Speak clearly and confidently: Ensure that your voice is clear and audible. Avoid speaking too quickly or too softly.

4. Smile: Smile when talking as it helps with your tone and is perceivable when you smile.

5. Listen actively: Pay attention to the caller's needs, and avoid interrupting. If necessary, take notes to capture important details.

6. Ask for the caller's name: If the caller hasn't provided their name, politely ask for it. This helps personalize the interaction.

7. Use polite and professional language: Always use courteous and respectful language during the conversation. Avoid slang, library jargon, or overly casual expressions.

8. Offer assistance: Ask how you can assist the caller. Be ready to provide information, direct the call to the appropriate department, or take a message if necessary.

9. Be mindful of tone and pace: Match your tone and pace to the caller's. If the caller is formal, respond similarly. If they are more casual, you can adjust accordingly.

10. Use hold and transfer appropriately: If you need to place the caller on hold or transfer them to another department, ask for permission and explain the reason. Ensure they are not left on hold for an extended period. When transferring, offer to provide the number to which you are transferring them. This way if anything happens, they can redial directly to that number.

11. End the call professionally: Before ending the call, ask if there's anything else you can help with. If not, thank the caller for their time and express your willingness to assist in the future.

12. Document the call: If necessary, record important details of the call for reference or follow-up.

13. Follow company protocols: Familiarize yourself with any specific phone etiquette or protocols established by your company.