ASD's Scholar Support Desk Handbook

Workplace Attire Guidelines

You’re the face of the library! We want to celebrate that with a dress code that allows more personal expression, comfort, and inclusion. Therefore, library work attire should be sensible and help you feel empowered to assist scholars in a professional academic setting.

To help make sure people identify you as staff, you will be provided with a magnetic Staff name tag while working. These will be kept on the side of the filing cabinets at the desk at Strozier, the sign-in area at Dirac, the cabinet with the main set of keys at Engineering, and the hanging basket in the pre-shelving room for Collections. Please remember to return them when your shift is done.

Feel free to wear your own favorite FSU gear, as FSU t-shirts and FSU related gear are always acceptable. Go Noles!

Be aware, the library is very cold! Bringing a jacket, hoodie, sweater, or cardigan is recommended, especially when working the Circulation desk. Additionally, all tops (like shirts, button-ups. etc) must meet bottoms (pants, jeans, skirts). 

Unfortunately, we ask that athletic wear and hats with brims not be worn while working the Circulation desk.

For staff safety, we’ll also ask that closed-toed shoes be worn when working in the library. If you need an accommodation, please feel free to ask your supervisor.

Additionally, please make sure that jeans and pants do not have excessive rips or holes. If this is an issue, please speak to a supervisor.

Finally, please make sure that other t-shirts you wear would not offend your coworkers or scholars or make them feel uncomfortable or angry. This includes clothing with profanity, hate speech, or exclusionary language.

Examples

The following are just some examples of appropriate clothing. Use these guidelines to find work attire that makes you feel smart, successful, and empowered while working in the library!

Gender neutral appropriate attire examples:

• Collared shirt/Polo
• Sweater
• Regular shirt/top/blouse, tank top (with a cardigan or jacket - it's really chilly!)
• T-shirts - FSU, plain, or patterned
• Jeans
• Pants
• Dresses
• Skirts
• Closed toed shoes (sneakers, boots, flats)

Shorts are allowed! There is a broad spectrum of what can be allowed, and we encourage you to use your best judgement to decide what would be appropriate for working in, while also being comfortable. Unsure of how to make shorts look professional for work? Here are some tips and examples! 

• Cut offs, athletic shorts, and cargo shorts are a bit too casual for the workplace. We as k that you don't wear these.
• Always opt for a mid-length short.
• Flat front, pleated, and dress shorts pair well with a "business casual" look!

If you have any questions about what is appropriate or need any more tips or guidelines, please ask a supervisor!

The Scholar Support Desk is the main service point in the library. When working the desk, be sure to stay at the desk as much as possible. If helping a scholar requires you to leave the desk for more than 5 minutes or to another floor of the library, please message a supervisor and allow them to help instead. This allows you to be present for other scholars. 

Desk Etiquette

This page outlines our expectations of you while working the Scholar Support Desk. By exhibiting these behaviors, it guarantees we are providing exemplary scholarly support for every scholar and representing FSU Libraries well. 

• During slow periods, use your downtime to further familiarize yourself with any resources, procedures, or policies central to the functions of the desk or the assisting of scholars.

• Studying is permitted at the discretion of the supervisor on shift. This should be limited to reviewing course materials on your workstation computer. Light notetaking is permitted but this excludes laptops, tablets, and physical textbooks.

• Please no personal calls while at the desk. If it is an emergency, please step away from the desk and take the call! 

• Please no headphones or watching videos on either your phone or computer while at the desk.

• Keep visits with friends at the desk short. Feel free to briefly say “hi” to your peers but always make sure that assisting scholars is your priority.  

• Please be aware of how much you are using your phone while at the desk; make sure your focus is always on the job at hand first and foremost, including being present and alert for assisting scholars.

• The Service Desk computer is a public workstation; be mindful of what personal items you open on this computer. While small games like Tetris or Minesweeper are fine, the computer should not be used for games or content (like YouTube or social media), that will distract you from assisting scholars. 

• The “Firefox for Service Desk” Browser should only contain the pages that it originally opens with. Please open a separate browser window for any personal work. 

• Drinks with lids are allowed. Food, however, is not. If you need to eat, please let a Supervisor know and then you may eat either in the staff lounge, the lounge area in the Strozier suite, or in the Dirac break room. 

• It is important that staff remain within sight of the circulation desk. If assisting a scholar means stepping away for more than five minutes or following them to another floor of the library, please contact your supervisor and allow them to help the scholar instead.

• When desk traffic picks up, all of these activities must pause and focus must be given to the scholars and tasks. It is best practice not to start an activity or engage with something you cannot quickly and easily look away from. 

Navigating Scholar Interactions

We recognize that all interactions working the Scholar Support Desk require emotional intelligence to determine the best way to respond to scholars. Always refer to our Standards of Scholarly Support for best practices within every scholar interaction. These next sections will provide a few guiding steps to handle interactions with scholars that range from awkward and frustrated to uncomfortable and inappropriate. Please remember that we never expect you to continue an interaction when you feel uncomfortable, and are always willing and ready to step in, even if you’re just feeling burned out. 

Navigating Interactions with Frustrated Scholars 

• How you deliver an answer can determine how that information is received, especially if a situation is already tense. When scholars are frustrated, it is more important than ever to emphasize "people over policy." Be sure to be clear, while being courteous and polite. 
• Always acknowledge the scholar's complaints - even if we can't help. Sometimes just saying "I'm sorry, that sounds like a lot" or "I hear you, that seems very frustrating" can help the scholar feel listened to at the desk. It can also go a long way toward creating a positive experience for the scholar, despite not being able to directly assist them. 
• Sometimes, no matter if you give the right answer and you are the most empathetic, scholars will be grumpy, frustrated, or downright rude. The reality of any support position is sometimes we bear the brunt of others' frustrations. Always feel welcome to call a Supervisor or walk away when a situation feels tense or like it is continually escalating. 

How to End a Scholar Interaction

• If there is a line, let them know you must move on to the next scholar. 
• If there is not a line, you may politely inform them that you have to remain alert at the desk, and cannot talk, even with friends, for extended amounts of time. 
• Make up an excuse to leave the desk. 
  • “Excuse me, I need to get something from the office.”
  • “Give me a moment to speak with my supervisor.”  
• Use Teams to message a Supervisor. If you feel uncomfortable saying everything in the Ask A Supervisor group chat, message the Supervisor on duty individually.  
• If need be, simply leave the desk. Even if you’re alone.
• If the situation starts to feel unsafe in any capacity, feel free to alert a Supervisor by walking into the suite or, if needed, walking directly to either the Security Desk or Sgt. Garrett Williams' office in Strozier. If you need an excuse, you can always say you are grabbing a Supervisor to better assist, even if you're just going to Security. 
• If the situation is a true emergency and you feel threatened, please immediately contact Security by messaging a Supervisor, walking to the Security desk, or contacting Sgt. Garrett Williams. 

Protecting the Privacy of Staff

• Do not confirm coworkers names, descriptions, or other identifying information with scholars. 
• Do not share the schedules, emails, or other contact information of your coworkers. 
• Do not accept items from scholars to deliver on their behalf to your coworkers. If it is an official delivery, it can be left at the security desk. 

Reporting Inappropriate Scholar Behavior

• Although potentially emotionally difficult, reporting incidents of this nature helps us address existing issues, prevent future harassment, and provide a safe work environment for all our staff. The safety of our staff and scholars is our primary concern, so please report any instances of harassment, discrimination, or misconduct to a supervisor as soon as possible. 
• No staff should fear workplace retaliation for reporting. Your coworkers and supervisors are here to listen, support you, and help you feel safe at work. 
• When the complaint involves students of the university (this includes part-time staff members), all full time library staff are considered “Responsible Employees.” This means we have a mandatory duty to report known or suspected incidents of discrimination, harrasment, or sexual misconduct to our Human Resources department. FSU’s official HR document outlines the language and policy regarding our mandatory duty to report as “Responsible Employees.” 
• The University is an equal-opportunity employer and educational provider committed to a policy of non-discrimination, as outlined here in the President’s Statement on Equal Opportunity, Non-Discrimination, and Title IX. FSU is set up to protect you as a student and staff member.
• If you witness something, either at work or around campus, and would like to report anonymously, please use FSU’s online reporting tools: https://report.fsu.edu/ 

What to Expect When Reporting

• Once you report to a supervisor, and would like to make a formal complaint, the following steps take place:  
  • You’ll be asked to provide a written statement to our security team and HR. 
  • You may be asked to give follow up statements clarifying details or answering other questions. 
  • If escalated, you may be contacted by central HR to speak with one of their representatives. 
  • All participation in this process is completely voluntary and strictly confidential.
  • All labor in this process counts as time worked. 

Other Resources

• If you need to talk further about any incident that occurs, please use these resources:
  • FSU students: https://counseling.fsu.edu/
  • Non-students: https://eap.fsu.edu/
  • FSU Victim Advocate Program: call (850) 644-7161. If for some reason you are unable to reach an advocate, call FSUPD at (850) 644-1234 and ask for an advocate. They will have one call you back. https://dsst.fsu.edu/vap 
    • This program provides confidential, 24-hour, free support services including crisis counseling, emotional support, assistance with academic changes, temporary safe lodging, assistance during medical and legal proceedings (including obtaining orders of protection), and on-campus complaint processes for victims of sexual violence and other crimes.