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Student Worker Handbook: Telephone

What you need to know to excel as a library assistant

Reference Questions

Calls for assistance with research projects can be transferred to Ms. Stacie at ext. 5079

For additional information regarding reference questions, see the "Reference" tab.

When in doubt...

Ask the person to hold and locate a staff member.  It is inappropriate to transfer a caller to an individual or department if you are unsure of whom they need to speak with. 

Provide the level of customer service that you expect when you are dealing with an organization or business.

Personal Calls

Personal calls should not be made during your shift, unless it is an emergency.  The front desk phone should never be used for personal calls.  Cell phones should be turned off or set to vibrate while working, and texting should be avoided. 

Answering the Phone

Always answer the phone in a professional manner. 

Use an appropriate greeting, such as "Rickman Library, this is Jenn.  How may I help you?"  

Transferring Calls

To transfer a call:

  • Push the transfer button on the phone (it shows an arrow with three people)
  • Dial the extension to which you wish to transfer
  • Hang up to release the call

To announce the caller before releasing:

  • Push the transfer button on the phone (it shows an arrow with the outline of three people)
  • Dial the extension to which you wish to transfer
  • Wait for the person to answer and explain who/why you are transferring
  • Hang up to release the call

NOTE: If transferring a call to another extension within the library, you MUST dial the extension will not work to push the transfer button and then push the button beside the person's name that you wish to transfer the call to.

Departmental Extensions

A list of campus departmental extensions is located in the green information box at the front desk.

The most frequent requests are:

Academic Records       5532

Admissions                   5570

Bookstore                      5111

CTE                                5038

Financial Aid                5556

IT Help Desk                5050

Student Accounts         5523

Campus Safety             5121


Campus Directory