Communication
Use pcldesk@utlists.utexas.edu to communicate relevant information (i.e. ScoUT is down; KIC Scanner not working; campus goings-on that might affect desk traffic to other desk staff.
Use the Reference Hotline (5-4640): in high-volume situations at the desk when backup is needed.
Call or email Stephanie Lopez to request more supplies.
Call Joe Dobbs (5-4224) when dealing with a patron who requests to speak with a supervisor or who is particularly difficult (but try to help them yourself using the reference interview first).
Use the panic button if you feel your safety or the safety of other library staff or users is threatened. The panic button is located to the left of the drawer at each workstation at the desk and at the GRA workstation next to the bookdrop. This calls the UTPD and they respond in person very quickly. If you use the panic button, you will later be asked for your PIC (personal identification code), which is either your four-digit birthday (month and day: July 4 = 0704) or a word that you personally choose. Your supervisor will discuss this with you when you start working at the desk.
UT Libraries uses Outlook for email and scheduling. Your supervisor will help you set up your Outlook account. Here are some video tutorials on Outlook. Also, note that Outlook's mobile app, desktop app, and browser version all have different functionalities.
There are a number of different list servs used to communicate between teams and departments. While your supervisor will help you decide which ones you need, here is a list of some of the most commonly used ones to consider:
pcldesk (used for general desk information and for switching desk shifts)
eref (used for general chat information and for switching chat shifts)
lib-all (goes out to all Libraries staff)
lib-publicservices (used for updates on public services areas)
When sending an email to a list, please keep in mind that everyone on the list will receive your email.
If you have a conflict or you realize you can't make it to a scheduled shift, request coverage as far in advance of your shift as possible by sending a message to pcldesk@utlists.utexas.edu. When someone offers to cover your shift, notify the list as soon as possible (and be sure to offer to take a shift in return); forward your shift (in the Outlook calendar view, Forward > Forward Occurrence) to the person who volunteers to cover for you. Make sure to change the name of the person who is covering the shift.
- If you choose to volunteer for someone else’s shift when they request coverage, reply just to the sender, not the whole list, unless the requestor indicates that they will not be checking email.
View the Research Help calendar by adding it to your Shared Calendars list in Outlook (In the Outlook calendar view: Open Calendar > Open Shared Calendar > type "PCL, Desk Schedule" in the box > OK). After you have done this, you will also be able to view the Research Help calendar through Outlook Web Access.