Library Procedure Handbook

Library Email Monitoring: 

The person scheduled to cover the desk on campus will be assigned to monitor the Library email. This Email Monitor will be responsible for categorizing each message. 

Email Monitor will review and determine the best person to respond and assign these Categories: 

ASHLEY 

JANET 

KELLY 

KHUSBOO

RACHEL

FYI/INFORMATIONAL ONLY 

Each person will review the Library email throughout their workday and respond to all messages assigned to them. When responding, be sure to change who the message is being sent FROM to the Library email; that way all responses will come to that email rather than your personal message. Do not CC: the library on responses; it only clutters the inbox. Once you have responded mark it using the COMPLETED category, then move it to the appropriate folder. 

COMPLETED 

For messages categorized as FYI, everyone should read the message and then add their own “Read” category for each message they read. Once all staff have read the messages AND they are marked COMPLETED, the Email Monitor for the day will move to the "Read by All” folder. 

Kelly Read 

Ashley Read 

Janet Read 

Khusboo Read 

Rachel Read

Email Etiquette

When responding for the library.

1.  Hit reply all, and make sure Library email is selected from the FROM tab

2.  Include a clear, direct subject line.

3.  Include a library signature block.

4.  Use professional salutations.

5.  Use exclamation points sparingly.

6. Write in full sentences

7.  Proofread every message.

8.  Double-check that you've selected the correct recipient.

9. All emails are public content, please know that everything you write could be requested at any time for review. 

When you receive a call

1. Answer the call within three rings.
2. Immediately introduce yourself. Make sure to state your name and the area and institute you work for. For example " Hi this is .......(name) from LTC Library."
3. Speak clearly.
4. Only use speakerphone when necessary.
5. Actively listen and take notes.
6. Keep your tone and word choice professional
7. Remain cheerful.
8. Ask before putting someone on hold or transferring a call.
9. Before transferring a call give the other person or department a brief description of the situation.

Phone Logistics

• When calling someone from the library dial 81 before the number. 
• To find extensions within the campus use the intercampus phone directory placed in your desk or your outlook contacts list