|responding to an email sent to M&M Desk or Juana|
|Face-to-Face||talking to the person physically at desk|
|LibAnswers||responding to an email through the LibAnswers App|
|Telephone||talking to the person over the phone|
Anyone not affiliated with UTEP, including TexShare
|Graduate||UTEP graduate student|
|Undergraduate||UTEP undergraduate student|
We only track information needs! Not service needs.
What is an information need?
An individuals's or group's desire to locate and obtain information.
When we answer this type of question, we're informing/teaching the patron something, whether it's the location of a partner in the library or how to find a book on the shelf.
What is a service need?
An action performed to satisfy a need or fulfill a demand.
When we perform service by checking out a book or study room, we're not informing or teaching, we're fulfilling a demand.
1) Someone comes to the desk to check out a book. All they ask is if they can check out the book. They already know what they have to do to take that book home with them. Even if they are asking a question, they do not need information, they need a service. This would NOT be entered in LibAnswers.
2) A group of people come to the desk and asks if they can check out a study room. They know what they are looking for: a key to a study room. This is a service provided to them, not a question we are answering. This would NOT be entered in LibAnswers.
3) A student comes to the desk. She found a book she wants online and she wrote down the call number. She asks how she can find the book and explains she has never retrieved a book from the shelf before. This WOULD BE ENTERED in LibAnswers, as we are informing/teaching her how to retrieve a book and filling an information void.
Don't forget to scroll down for more options!
|Access / Find Info||Help with accessing info like from databases, e-books to finding info in the catalog or databases and locating articles in Google Scholar or databases. Using the Community User computers to find online materials or dates for microfilm research, etc. Trying to access their Library account is now included.|
|Basic Information||Policies, rules, "about" questions. Includes hours, how do the course reserves work, checkouts, and study rooms.|
|Book / Microfilm Retrieval||Explaining how to find a book, DVD, or microfilm on the shelf, help finding an item on the shelf/drawer, pulling the an item off the shelf yourself.|
|Detailed Research||Broad & multi-level request for detailed information, generally done by a librarian|
|Directional||Directions to anything within or outside the Library (bathrooms, off campus, etc.)|
|M&M Equipment Help||Assisting patrons with how to use the microfilm reader and computers to save a PDF, etc.|
|Other (Please note)||Anything else not covered above & include a note about the transaction|
|Printing / Copying||Printing, copying, or scanning questions or referrals to TSC CLC desk, including the copy machines & scanners.|
|Reading / Studying||Any time a patron is reading materials, such as newspapers or studying in the department.|
|Access Services||Sending patron to Access Services desk|
|Administration||Sending patron to Admin Office|
|External (Include a note.)||Any department/office not included in other options. Please include a note.|
|ILL||Sending patron to Interlibrary Loan|
|MaRCS||Sending patron to Math Tutoring Center|
|Miner Learning Center||Sending patron to Miner Learning Center (MLC)|
|R & I||Sending patron to Research & Instruction|
|Special Collections||Sending patron to Special Collections|
|Subject Librarian||Sending patron to see a librarian|
|Tech Support/ CLC||Sending patron to second floor CLC desk|
|Tech Support/ Help Desk||Sending patron to third floor Help Desk|
|Writing Center||Sending patron to University Writing Center|
|Internal (include note.)||Sending patron to someone from the University, such as Gifts department/ Hector Cardona.|