Library Service Desk

New for Spring 2024- Self-Service Hold Pick-up

Beginning in Spring 2024, we are transitioning to a self-serve hold retrieval model. Users will retrieve their own hold materials and then use the self-checkout machines to check out their requested items.

• Exception: Users requesting ILLs, and media items such as LPs, CDs, and DVDs will still need to see an LSD staff member for assistance.

As users transition to this new service model, your role is that of educator.

1. When a user approaches the desk to request their holds, share that we have transitioned to a new self-service hold pick-up model for print materials.
2. Walk the user over to the pick-up location.
   1. Help them identify the location of their hold(s). Share that holds available for pick up are organized by the first 4 letters of the patron’s last name and the first two initials of their first name.
   2. Guide the user to identify and retrieve their holds from the shelving unit.
3. Walk the patron over to the self-checkout machine and offer to demonstrate how to utilize the machine to check out the items.
   1. Keep in mind, many users are unfamiliar with this equipment and the identification of barcodes vs upc symbols, etc. They may also be hesitant to ask for help.
   2. Guide the user through the checkout process ensuring that they successfully check out and desensitize the item and receive the confirmation email.
   3. If you are in need of refresher training on how to utilize the self-check machine, please see a member of the Library Service Desk staff.
4. Ask the user if they have any questions regarding the new service model. Let them know we are happy to help if they need any future assistance.

Thank you for your assistance in supporting users as they transition to this new service model!