ASD's Scholar Support Desk Handbook

After each interaction with a scholar, you will need to mark a stat. The only time you don’t mark a stat is when you are returning items. These statistics are used in the ASD Annual Report, which help show how much work y’all do to Senior Leadership and the whole library. These stats can also be used to make changes or updates to our services. Taking stats is an important and crucial part of your job.

Question Type Descriptions 

Curbside Pickup

Mark this stat when you run a Curbside Pick-Up.

Directional

A directional transaction statistic is for giving information about where to find things in the library. Examples include:

• Where is the bathroom located?
• Where is a particular study room?
• How can I find the printers?

Service/Library Info

A Service or Library Info transaction statistic is for when you check out any item or give any general library information. Examples include:

• Can I check out a study room?
• I have hold ready for pick up. 
• How late are you open?
• When does tutoring start?

Select one of the options under the Service Breakdown tab to offer more specific stats for when you check out a study room, Course Reserves, Material Request Hold pickups, or generally Circulating Material loans.

Referral

A referral transaction statistic occurs when you refer the question to someone else, outside of your supervisors. Examples include:

• Who do I talk to about late fines?
• Where can I check out a projector?
• Who can help me research (this) subject?

Select one of the further options under the Referral to: section to be more specific - Fines, Tech Desk, Subject Librarian, ILL/UBorrow. If you select Other, write who it was in the Answer box at the top of the page.

Reference

A reference transaction statistic is for when you teach someone how to do something, like helping and showing them how to find a book in the catalog and then telling them where it is in the building. Examples include:

• What floor is this call number on?
• Can you show me how to book a study room?
• How can I request a book?
• How do I print? 

Select one of the options under the Reference section for when you help with Catalog Searches, Database Help, Room Booking, or How to Print. 

Technology

A technology transaction statistic refers only to troubleshooting technology, for when a computer or printer is broken. Examples include:

• You helped unjam the printer - or got a supervisor to help. 
• You helped a scholar with sign-in problems.
• The CARE computer needed to be fixed.

Please be sure to select Printing (problems) and Troubleshooting Tech, especially outside of Tech Desk hours, since this will help us make decisions about our services.

If you refer someone to the Tech Desk for this help, that is a Referral.

*Be sure to clear the breakdown categories between every interaction*