Guests: Sharon Lamont, Melanie Watkins

Before the meeting began the Committee members welcomed Rose as their non-participating recorder.

1. Minutes of Previous Meeting

The minutes of the Nov. 7 meeting were accepted with changes.
2. User Services and "Reference Service"

The Committee continued its discussion begun last week on User Services and "reference service." This week focused on when the information desks are not open. The following points were discussed:
1. locating a book vs. locating a call number: In reviewing the minutes of the last meeting, a question was raised: while locating a book for a patron is part of what User Services does, is locating a call number? The consensus was judgement may be used, if the request appears urgent. If it is obvious that the patron does not know how to use TRELLIS, he or she should be shown how. Circulation desk staff should emphasize however, that the information desk would provide the patron with more assistance.
2. use of publications and guides for students: It was acknowledged several years ago that printed guides (such as the "How To" publications) would be helpful for students using the Library nights and weekends when the information desk was not open. A poster (containing basic directions and floor plans) evolved out of this for the Dana Porter Library. It now needs updating. It was agreed that the poster should be displayed at all times, rather than just when the information desk is not open and that a handout similar to the poster be prepared. There was some debate as to when (if at all) to refer students to the poster or give them a copy of the handout. Is partial assistance, or none at all, incorrect assistance? The Committee agreed that any staff training should stress that the information desk is the primary source of assistance, with printed guides being secondary. The poster and handout should also include information desk hours. There was agreement that some form of evaluation is needed at some point to determine whether the training involved and content of the poster and handout are adequate. ISMC will invite Sharon and Melanie to a meeting next May to review these issues.

   Susan will ask Janet to work with Jitka and Eva to create a comparable poster for Davis. Janet, Melanie, Jitka and Eva will work together in developing an orientation session for User Services staff. Mary will speak with Linda Hastings about having a poster done by January.

3. information desk staff fielding circulation desk queries: Reference staff acknowledged that they often answer general circulation questions, but if they involve something specific such as policies, they refer them to circulation desk. It was suggested that if information desk staff can answer the question, they should do so. Again, judgement should be exercised. Staff can consult the "Services For" page on the electronic library, or call extension 5544 (which has a dedicated staff member). If it entails using the circulation module, staff need to refer the patron to the circulation desk. It is better to access Web pages that are likewise accessible to students, rather than the Staffweb. It is better also, to leave the student with the impression that they are getting help, irrespective of which desk they approach.

4. roving questionnaire: Mary distributed to the members a questionnaire that she and Jackie have been working on. This was deferred to the next meeting.

3. Next Meeting

The next meeting is November 21, at Porter.