We, the Service & Information Desk staff, commit ourselves to making you feel welcome at University Library and supporting your success by delivering information and collections-related services to you that are thorough and attentive.
Our service will be intentionally delivered to you with humility. It will be fair, unbiased, and take into consideration your unique circumstances and needs. You will recognize this in our actions because:
- We will address discriminatory behavior when we see it or hear it.
- We will recognize that you are the expert in what you want to know by listening without interrupting and by allowing you to explain your needs yourself.
- We will listen and assist you when you are experiencing service barriers and look for solutions to overcome them.
- We will devote as much time as we can to be thorough as we meet your needs.
- We will make sure someone is available to help you, and give you multiple ways of communicating with us.
We promise to...
Engage
- We will practice active listening to let you know we’re attentive to your needs by not interrupting, using non-verbal cues of acknowledgment, and clarifying what we still don’t understand.
- We will ask you open-ended and clarifying questions to fully understand what you seek and to guide you toward what you need.
Share Our Expertise
- We will help you understand how library resources are organized so that you can navigate and access what you need.
- We will explain our rationale for recommending resources and information to you, and make sure you are able to recreate our search process on your own.
Support Your Learning
- We will partner with you in the search process so that you can gain confidence using library resources.
- We will involve you as a decision maker to guide your own learning.
Refer You Appropriately
- We will exhaust our effort and our resources to help you before connecting you with people and resources beyond the scope of our services and expertise.
- We will make sure you don’t begin your search again from scratch when we refer you elsewhere for assistance by providing context for our work together.