Welcome

Service Guidelines for the Yale Science Libraries

The mission of the Yale Science Libraries is to make scientific information and library resources work for the members of the Yale community. Our primary goal is to emphasize service to our clientele. In order to do this, it is important that our staff and student assistants are aware of the fundamental importance of courteous, helpful interactions with the faculty, students and staff who use the science libraries. We are committed to providing excellent service to our users based on Yale University Library policies and the following guidelines:

1. We respond to library users without regard to their gender, race, color, religion, sexual orientation or national origin.

2. Consistent with our services to our primary clientele as addressed in our mission statement, we refrain from making judgments about information seekers and the appropriateness of their requests.

3. We maintain courteous demeanor. We welcome clients, treat them respectfully, address them properly and without undue familiarity, and listen to them attentively. We are courteous and helpful, exercising restraint and empathy when dealing with a difficult person.

4. We refrain from eating, drinking, and chewing gum while working in public areas. We refrain from engaging in lengthy personal conversations while on the job. Our reading during working hours is confined to work-related materials or, for students, coursework or educational material.

5. We protect clients’ and staff members’ privacy and maintain confidentiality in all aspects of their transactions. Database use, search results, circulation and financial transactions, personnel matters, etc., are all confidential activities about which nothing should be divulged.

6. We answer the phone courteously by identifying our library [Kline Science Library], and the phrase “May I help you?” when appropriate.

7. To the best of our ability, we provide users with complete, accurate answers to information queries. When appropriate, we suggest sources and methodologies in place of specific answers to questions. When we cannot provide the needed information, we refer the user to another source that can provide the information and will extend its services to that user. To avoid misdirecting and inconveniencing the client, we first place a courtesy call to that other source, when appropriate and possible.

8. We are familiar with basic policies applicable and services available throughout the library. In our own particular areas, we thoroughly understand policies and services, are competent in using them, and are able to communicate easily and effectively about them. It is the responsibility of both supervisors and staff to communicate changes in services and policies to colleagues on the library staff, as well as to library users.

9. We make every attempt to communicate the status or progress of a library user’s request by referring the library user to the appropriate staff member, who can inform them of the status of their request.

10. We treat our colleagues with the same respect, courtesy, and professionalism with which we treat library users.

In all cases as outlined above, the staff member will be presented with a problem report and will have the opportunity to respond in print to the problem report within 24 hours. Non-compliance with these rules will be dealt with as serious disciplinary problems.

With expectations and opportunities understood at the point of hiring, I assume our relationships will be mutually beneficial and rewarding. Please feel free to contact me if there are questions regarding these issues.

Thank you for your interest, and I hope you will find working within our organization an interesting learning opportunity.