Customer Services (CS) manages day to day services via the PRL Helpdesk.  The Library helpdesk is staffed by two Library Assistants, a CS Coordinator (senior member of staff) is available at the hub, which is situated just behind the helpdesk, at all times the helpdesk is open. 

Senior CS staff are timetabled to have regular hub sessions, usually the same coordinator will be at the hub for three hours at a time.  There will always be a coordinator on duty in PRL during your shift at Law.

A Teams Chat [Law Library & CS Hub contact | Group Chat] with all daytime CS coordinators and Law Student Aides has been set up for daily comms, please add this to your favourites in chat and use this to: 

• Check in and say you are ready for your shift

• Ask for any non-urgent advice you may need to answer questions and queries from the Library users

The CS Coordinators hub has an external phone line, the number is 0191 2086688 or x86688 (if calling from another university phone). Urgent contact should be made via the CS Coordinators phone, this can include: 

• If you are not able to work your shift (full information about ringing in sick is available here: if you are unable to work your shift )
• in the event of system or software failure
• if you become unwell

Operational Reports

are used to log anything out of the ordinary that affects typical library operations or staff that is not covered by routine procedures; they ensure communication with senior members of library staff and that there is a paper trail of any unusual occurrences.

Examples is a list of examples of what we would class as needing an operational report:

• Heath and Safety incidents
  • Fire or smoke alarms leading to a building evacuation
  • Large power outages
  • Leaks or floods
  • Accidents any any time first aid was administered
• Non-routine occurrences
  • Unexpected closures
  • Extremely valuable or unusual lost property
• Security Issues
  • Unauthorised access
  • Suspicious persons or activity within the library 
  • Theft or vandalism
  • Harassment or disruptive behaviour
  • Any incident requiring the involvement of University security or police 

How is an operational report submitted? 

The CS Hub coordinator will submit operational reports for anything that occurs in the Law Library during the afternoon shift when a Student Aide is on duty.  If you experience any non-routine occurrence during your shift please contact the CS hub either by telephone (x8662) or Teams via the Law Library & CS Hub contact | Group Chat ensuring you have the following details: 

• Names of individuals involved
• Time of incident
• Where the incident happened

Log in details for Law Library PCs

The Front of House (FoH) PC situated on the Library Help Desk is logged in via a shared account 

PC login: nlawiss 

Alma login: nlawiss

Ref analytics: this will be a bookmark and already logged in ready to record any queries

All logins on the FoH Library Help Desk PC have been set up as automatic.  If you need them, passwords are held with the CS coordinator at the hub.

Please ensure the following apps and webpages are open on the FoH PC.

• Alma https://library.ncl.ac.uk/login/alma (login via "shared Alma account" box)
• RFID (PV Goodstuff)
• Library website: https://www.ncl.ac.uk/library which has links to Library Help and Library Search
• Ref Analytics libhelp.ncl.ac.uk/admin/record 

Back of House PC

Use your personal campus login on this PC.  Your student profile has been given permissions to access some Library Staff pages. Please bookmark the following web pages to your edge or chrome profile: 

• Library intranet: https://newcastle.sharepoint.com/hub/library/librarystaffarea (login needed)
• Law Subject Guide: https://libguides.ncl.ac.uk/law
• Law Library Training Guide: https://libguides.ncl.ac.uk/lawlibrarytraining 
• Student Wellbeing Pages: https://www.ncl.ac.uk/wellbeing

The Law Library Helpdesk PC login is a shared roll account which means the following protocols needs to be followed:

• If you need to use your personal login to access anything online, you must use an incognito (chrome) or InPrivate window (edge) 
• Alma is calibrated for use with google chrome (it will be the default browser)
• Do not save anything to the desktop 
• empty the download folder on the help desk PC every night at shut down

Frontline Service Desks Best Practice 

The Law Library Help Desk is one of the the places where library staff are seen and how we present ourselves to students, staff and visitors.  The others are the Help Desks at the PRL, MRLR and Walton Library.  They can get very busy at peak times, and although there are guidelines specific to the layout at individual sites, this is best practice applicable to all points throughout 24/7. 

• Focus should always be on the customer. 
• Ensure that everyone who comes to the service point is greeted in a friendly & helpful manner  
• If you are staffing these desks, remain visible and approachable to customers. Staff to be forward facing but not sitting on top of desks.  
• Be identifiable as library staff by wearing your name badge (and a Library Help lanyard where applicable). 
• Ensure the desk is always staffed. Radios and phones are provided to call for help or a co-ordinator if needed. 
• Conduct any conversations with colleagues quietly and maintain your alertness and availability to serve the customer.  End conversations when a customer approaches you.  
• No personal social media or web surfing or reading books at the desk. 
• No use of personal mobile phones, unless needed for work e.g. authenticating or for emergencies. 
• In-depth training or cross-sectional recordings to be viewed during back of house time and not at the desk.  
• Staff Development materials, such as the Learning Lab or the FAQs is acceptable as is the use of news websites and university social media  
• Keep the desk clean and tidy 
• Do not openly display, or leave in sight, any confidential or personal information either paper based or on screen e.g. application forms, Alma, SAP and symmetry 
• Keep the desk well stocked of items needed, including stationery, maps, etc.    
• Give a brief handover to the next assistants on the desk if needed.  
• No eating. 
• Bottled water and lidded/covered drinks only providing they are out of sight of customers.   
• Your first point of referral for queries is a coordinator.  At PRL, this is the Front of House coordinator.