1. Welcome to the Mystic World of Librarycraft. Long ago in the year AR 1(After Renovation) the Library Titans created the User Services Desk as a single service point where those seeking guidance in health wisdom could bring their questions. Entering this world as a young shadow your first assignment will be to watch desk activities in order to learn as much as possibile so that one day you may become a USC Adept and be capable of soloing the desk. Are you ready to begin? Start the Journey

2. Shadow Level 1 Imagine you are shadowing at the desk for the very first time. You don’t know a lot about the library, but there are two experienced people (Allison and Ben) at the desk too. Choose a scenario to try your knowledge. In a Hurry Scrap of Paper Floppy Hat Printing Woes Level One Test

3. Allison leaves the desk to help a user with an in-depth reference question. Ben is checking out books. A user approaches the desk and asks which floor the books are on. You can tell the person is in a hurry. They need to catch a bus. They have the call number. You think this should be easy. Choose the response you would make. You would say to the user: ABooks from 1990 to the present or on the third floor and books 1989 and older are in the basement ABooks from 1990 to the present or on the third floor and books 1989 and older are in the basement BWhat is the call number of your book? BWhat is the call number of your book?

4. The book has a call number ending with 2007 so you: ASend them to the third floor ASend them to the third floor B Look the call number up in the catalog B Look the call number up in the catalog

5. A few minutes later the user comes back because they can’t find the book. You: ASend Chuck the shelver up with them to find the book. ASend Chuck the shelver up with them to find the book. BLook the book up in the online catalog BLook the book up in the online catalog

6. Chuck comes back with the patron because he can’t find the book either. The user is getting irritated that you can’t help him find his book. They keep looking at their watch. A You go upstairs with the patron A You go upstairs with the patron Byou look the call number up in the catalog Byou look the call number up in the catalog

7. You can’t find the book either even though you took the patron to the basement just to be sure it wasn’t mishelved. This is what happens (CLICK HERE)

8. The book has a call number ending with 2007 so you: A Send the user to the third floor A Send the user to the third floor BLook the call number up in the online catalog BLook the call number up in the online catalog

9. You look the book up in the catalog and find out it is checked out, so you tell Ben who has finished his patron transaction and he places a hold on the book. Sometimes just giving an answer to the user’s question is not enough. Try another scenario

10. Boom! You self destruct Sometimes just giving an answer to the user’s question is not enough. Try another scenario

11. You are trying to stay in the background since the only question you feel confident answering is “Where is the bathroom?” Ben and Allison are busy and a user catches your eye and asks “Where are the journals?” Choose the response you would make. A I’m a trainee. Someone can help you in a minute. A I’m a trainee. Someone can help you in a minute. B It’s probably electronic

12. After a minute or two Allison and Ben are still busy so you: A Politely explain again that you are a trainee but you might be able to get them started. A Politely explain again that you are a trainee but you might be able to get them started. B Go to the bathroom

13. You can’t stay here forever. So after a few minutes you go back to the desk. The user is still there so you: A Politely explain again that you are a trainee but you might be able to get them started. A Politely explain again that you are a trainee but you might be able to get them started. B Explain to the user that it’s best for them to wait until someone is available. B Explain to the user that it’s best for them to wait until someone is available.

14. You look at the information they have written on a scrap of paper. It says Am J Chin Med 2002 30:4 p645 You don’t have a clue what this means so you: A Explain to the user that it’s best for them to wait until someone is available. A Explain to the user that it’s best for them to wait until someone is available. B Try to figure out what Am J Chin Med is

15. You decide to look the journal up so you look at the information they have written on a scrap of paper. It says: Am J Chin Med 2002 30:4 p645 You don’t have a clue what this means so you: A Explain to the user that it’s best for them to wait until someone is available. A Explain to the user that it’s best for them to wait until someone is available. B Try to figure out what Am J Chin Med is

16. You guess that the title is American Journal of Chin Medicine A You send the user to the fourth floor B Explain to the user that it’s best for them to wait until someone is available. B Explain to the user that it’s best for them to wait until someone is available.

17. The user comes back because they can’t find the American Journal of Chin Medicine. That’s because The American Journal of Chin Medicine is not a real journal name. Knowing when to refer a question is an important US desk skill. And the user missed the bus! Try another scenario

18. Knowing when to refer a question is an important US desk skill. Try another scenario

19. You are on your way to the desk when a woman in a broad floppy hat asks you for a pencil. floppy A Give her the one you are carrying even though your grandmother gave it to you when you graduated from the 6 th grade A Give her the one you are carrying even though your grandmother gave it to you when you graduated from the 6 th grade B Point out to her the many plastic containers with pencils, paper clips and scrap paper which are located in various places on the first floor. B Point out to her the many plastic containers with pencils, paper clips and scrap paper which are located in various places on the first floor.

20. Pretty soon she is back. She wants a clean piece of paper. A You give her a clean piece of paper B You give her a piece of paper from the recycling bin.

21. She wants an eraser. So you give her your pencil. Pretty soon she is back. She wants a clean piece of paper. A You give her a blank piece of paper from the recycling bin B You give her a clean piece of paper

22. Pretty soon she is back. She wants a clean piece of paper. A You give her a blank piece of paper from the recycling bin B You give her a clean piece of paper

23. She takes one look at the paper, hands it back to you and says “I want clean paper!” So you give her a clean piece of paper. She leaves but pretty soon she’s back. She seems to be zeroing in on you. Does she know you are a trainee? She demands the guest copy card. You: A Tell her you don’t know anything about guest cards (because you really don’t) But then you tell her Ben or Allison should be available soon. A Tell her you don’t know anything about guest cards (because you really don’t) But then you tell her Ben or Allison should be available soon. B Pretend you don’t hear her.

24. She starts to drum her fingers on the desk. She’s making you feel very uncomfortable. You: A Feel like throwing something at her (but you don’t) A Feel like throwing something at her (but you don’t) B Move closer to Ben.

25. Ok so she’s not going away. Moving closer to Ben gets his attention. He rescues you by explaining the guest card policy to the floppy hat. Sometimes users can be difficult. Patience at the User Services Desk is a virtue Try another scenario

26. Ben rescues you by explaining the guest card policy to the floppy hat. Sometimes users can be difficult. Patience at the User Services Desk is a virtue. Try another scenario

27. A user at a nearby computer is frantically waving. You look around. Yes they are waving at you so you go to them. They want to know how they can print the PDF they have open. A You explain to the user how to use file print and then name the print job. You tell them they can choose what the want as the name. A You explain to the user how to use file print and then name the print job. You tell them they can choose what the want as the name. B Tell them they need print from the printer icon on the PDF

28. They still look baffled so you attempt to embellish your information by saying: A Print job names don’t really matter. Some people use their names, some use the topic. A Print job names don’t really matter. Some people use their names, some use the topic. B They will be able to see their print job when they open the print que. B They will be able to see their print job when they open the print que.

29. The user asks you if they have to use the print icon to print the PDF. You say no, but sometimes it works better that way. They still don’t seem to have grasped what you said so you: A Do it for them. B Show them how.

30. It looks like the user still does not understand you. You wonder if you are talking with a novice computer user. A You repeat the information but speak more slowly. A You repeat the information but speak more slowly. B So you do it for them.

31. You don’t think you are getting through to them so you send the print job for them. Then you: A Ask if you can help with anything else B Assume you are finished, smile politely and walk away. B Assume you are finished, smile politely and walk away.

32. You decide to send the print job yourself A Assume you are finished, smile politely and walk away. A Assume you are finished, smile politely and walk away. B Ask if you can help with anything else

33. They send the print job. Then you: A Assume you are finished, smile politely and walk away. A Assume you are finished, smile politely and walk away. B Ask if you can help with anything else

34. You have sent the users print job to the printer so you : A Ask if you can help with anything else B Assume you are finished, smile politely and walk away. B Assume you are finished, smile politely and walk away.

35. As you walk away they say. “Excuse me I don’t mean to be a bother but I just want to know where the printer is.” You show them. Knowing how much information a user needs can be as baffling to you as it is to them. Try another scenario

36. The user says “yes you can. I really just need to know where the printer is.” You show them. Knowing how much information a user needs can be as baffling to you as it is to them. Try another scenario

37. The terms user and patron are synonyms truefalse

38. Which floor would a 1993 journal be on? thirdbasement

39. If you don’t know the answer to a question is it OK to pass it to someone else? yesno

40. What is the name of the desk on the first floor of the library? Click to Answer

41. How did I do?

42. 22 Congratulations you are now a Level 2 Shadow 2

43. You didn’t score high enough Try Again Give Up