Library Service Desk Guide for Student Assistants

What is Reference Assistance? One of the core services of a library is called Reference Service, and we provide assistance to our patrons who need help! Typically, the help that our patrons need ranges from technical to library account to resource assistance. Librarians, library staff, and library student assistants are trained to determine the type of help our patrons require. 

Your role in Reference Assistance

Library student assistants are an integral component to reference services provision. Student assistants are trained and then scheduled to provide tiered reference assistance as well as peer-to-peer assistance for questions categorized as facilitative and basic reference. In-depth research questions are referred to the librarian on-duty during the business hours or to Access Services Supervisor at all other times of operation.

Training of library student assistants is provided on a semester basis to both new and returning student assistants. The Engagement and Outreach Librarian meets with student assistants throughout the academic semester during the following periods:

General Assembly:

• Week 2 of each academic semester
• Brief introduction with librarian and all student assistants; brief overview and announcement of upcoming training for new student assistants

Week 5:

• Training new student assistants (2 hour paid training)
• Training includes review of question types (facilitative, basic reference, and referrals), customer service, and customer role-playing scenarios.

Week 6-8:

• Librarians on duty work in person at the Library Service Desk and provide training with student assistants.
• Student assistants must email to the Engagement and Outreach Librarian a completed worksheet by the end of Week 8.
• Homework assigned and completed via Google Form. Link to homework and deadline will be emailed to student email. 

Throughout the semester, the Engagement and Outreach Librarian communicates updates related to reference services with library staff and student assistants. 

You can contact Chris Furno, cfurno@aus.edu, Engagement and Outreach Librarian for questions about reference at the Library Service Desk.