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Access Services Manual: LibAnswers

This guide is to maintain and store training materials and procedures for the Library Access Services.

Filling In Form

Login begins at the Dashboard.

Go to Ref Analytics tab to go to Add Transaction.

Once at the form, use the definitions on this page to fill in the form.

Question Delivery Method

Email responding to an email sent to Access Services Desk
Embedded Anything related to being embedded into a course.
Face-to-Face talking to the person physically at desk
LibAnswers responding to an email through the LibAnswers App
Red Phone Any patron type who uses the Red Phone from floors 3-5
Telephone talking to the person over the phone


Patron Type

Community User

Anyone not affiliated with UTEP, including TexShare

Faculty UTEP faculty
Graduate UTEP graduate student
Staff UTEP Staff
Undergraduate UTEP undergraduate student


Filling out LibAnswers

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. 

4) A professor comes to the desk. He informs us he ordered a book through Interlibrary Loan but no one is sitting at the desk. You ask him for his ID and check the ILL shelf for his book. You locate the book and have him sign the slip confirming he has received it. This would be entered in LibAnswers as we track all transactions for ILL. 


Don't forget to scroll down for more options!


Access /Find Info Help with accessing info like VPN, from databases, e-books to finding info in the catalog or databases and locating articles in Google Scholar or databases.  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 Retrieval Explaining how to find a book on the shelf, help finding a book on the shelf, pulling the book off the shelf yourself.
Citation Help Provided sources on a citation style, quick assistance with a citation.
Computer/IT Support Help with computer programs, etc. such as with MS Word or Adobe PDF.  VPN setup assistance.  Equipment Checkout, such as a calculator, laptop, etc.
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.)
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.
Study Room Turnaway Each group or individual turned away because we had all study rooms checked out.
Interlibrary Loan

Any questions or transactions from ILL.  Includes check-outs, returns, and questions.

<<We will track any and all transactions having to do with ILL >>


Follow Up With Action

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
Media & Microforms Sending patron to M&M
MSSC Sending patron to Military Student Support Center
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.


Answering Emails

Our patrons have multiple contact points to communicate with us.  It is equally important to show great customer service, professionalism, and speedy in all forms of our communication to all patrons.  Email is just one more form.

Email Signatures

If you have any questions, please don't hesitate to contact us.

Thank you,

UTEP Library Access Services

Call: (915) 747-5643 or 747-5672

Text: (915) 249-3383

If you need any further assistance, please don't hesitate to contact us.

Thank you,

UTEP Library Access Services

Call: (915) 747-5643 or 747-5672

Text: (915) 249-3383

500 W. University Avenue : El Paso, TX, 79968-0582 : (915) 747-5672
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