User Services Intern and Fieldwork Training: Home
Welcome!
Hello and welcome to your internship at the UWM Libraries! We are glad to have you here.
This guide serves as a starting point to your onboarding process. Please review the information on this page first as it directs you to your next steps in learning the library processes and systems.
| Steps | Where to begin | When to complete | Who to contact |
|---|---|---|---|
| Request Access to US Intern SharePoint and Teams Page | As soon as possible | Molly Mathias | |
| Assessment for User Services Training |
|
Within your first month at the library | Molly Mathias |
| Review LibAnswers FAQs | Within your first month at the library | Heidi Anoszko | |
| Triage Model Competencies Assessment |
|
Within your first 2 months at the library | Teaching and Learning Team |
| LibGuide Training |
|
Within the first 3 months at the library | Heidi Anoszko |
| Update the Intern Skills & Interests Page |
|
After you've completed the above trainings | Molly Mathias |
Most Commonly Asked Questions
Almost all of our most commonly asked questions can be answered by consulting the Frequently Asked Questions (FAQs) section of the library homepage. The information in this guide is user-centric which makes it a great tool for understanding user questions.
Intern Supervisor
Research Help Desk Best Practices Quick Guide
1) Be attentive and actively looking for patrons waiting for service
2) Remember that in-person transactions have priority
a. If you are in a chat, let the chat patron know “You are working with someone in person and will be right back”
b. If you are in conversation with a patron you can let chats roll over into the National Chat
3) ALWAYS ask additional questions
4) End every transaction with “Is there anything else I can help with”?
5) At the end of each transaction, fill out the Public Services Statistics form
6) Clothing should be business casual and contain no writing other than UWM affiliated wear
7) A name badge should be worn at all times
8) Provide consistent services for all users (See policies)
9) Keep voices and conversations at a professional level
10) Time at the desk should be used for work related projects and services
12) Refer questions in a manner consistent with your co-workers
a. IT questions should be referred to the Technology Consultant help area at the very end of the main service desk. Reserves questions to that desk, etc.
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ALA Guidelines for Behavioral Performance of Reference and Information Service ProvidersCategories include: Approachability; Interest; Listening/Inquiring; Searching; Follow-Up.
Triage Service Model
Tier 1: Questions frontline staff are expected to answer. Time to answer: 5 minutes or less. Directional, Informational or Referral Questions.
Tier 2: Questions frontline staff may not know the answer to, but can find out. Time to answer: 10 minutes or less. Reference Questions.
Tier 3: Question requires an expert to answer. Time to answer: 20 minutes or less. Reference + Referral Questions.