1. The Library A fly-on-the-wall documentary filmed at the Enterprise Library and Information Service May 2005 PART SEVEN

2. Help! During the day-to-day running of the Enterprise LIS, there are sometimes occasions when the library assistants feel that they need advice and/or assistance from other staff. This help can either be from another library assistant or in some cases a member of senior staff.

3. In need of assistance? The following scenarios are all instances where the library assistants have been unsure about whether to call for help or not.

4. Martin Meekly A new member of staff from Enterprise Medical Centre phones the library and asks if she could possibly book an appointment for a brief library tour and induction. The usual practice is that whoever takes the enquiry would conduct the tour/induction, providing they were available at a suitable time for the enquirer. Martin is uncomfortable with these kind of situations and does not feel confident that he will be able to do the session justice.

5. Martin wonders whether he should… a.Arrange the to take the session himself even though he does not feel comfortable doing so. b.Take the details and say he will get back to the enquirer when he has found someone to take the session. He should then ask the other library assistants if anyone is willing and available to do it. c.Take the details and then speak to his line manager about why he is not comfortable conducting these sessions, seeing if his manager can suggest any alternatives - i.e. shadowing a more senior person whilst they do the induction or Martin practising conducting the induction with colleague.

6. Owen Oracle Owen is on the enquiry desk when one of his “heartsink” users comes into the library. It is a Health Visitor from one of the local surgeries. She asks for an urgent literature that she needs completing by the next day as she has to give a presentation and needs some information to back it up. Usually enquirers are advised that literature searches will take two weeks to complete. Additionally, this user often contacts the library with last minute requests such as this, so Owen knows it is by no means a one-off.

7. Owen wonders whether he should… a.Take the details but state that it is very unlikely that the user will receive anything by tomorrow. b.Take the details, say that the LIS staff will do their best, but it will probably be only a very quick search of 1 or 2 databases that can be completed in the short timescale. Also state in future that it is necessary to give more warning for a comprehensive literature search. c.Take details and agree to conduct the search himself (whilst fuming inside!). After the event contact the LIS Manager to see if she wants to take any further action regarding this user.

8. Petra Part-Time Petra is shelving some books near the quiet study areas when a group of students grow increasingly noisy. Petra asks them several times to quieten down, but has now decided she must ask them to leave as other users are starting to complain about the noise. The students argue their case and state that they have as much right to work in the library as anyone else, and that they can not be quiet as they are working on a group project.

9. Petra wonders whether she should… a.Stand her ground until they leave. b.Ask another library assistant to come for back-up. c.Go and get a senior member of staff to deal with the situation.

10. Rebecca Rush Rebecca is on the enquiry desk on her own when a user phones up with an question about sources of quality of life instruments that she does not know how to answer.

11. Rebecca wonders whether she should… a.Ask him to ring back when someone else is on the desk. b.Take the details and say she will get back to him shortly. Then ask the other library assistants and/or librarians for advice on the query. c.Go and get a more experienced member of staff immediately to take the call.

12. End of Part Seven