2. • You will be presented with a hypothetical
information interaction.
• Your team will decide:
• How many hash marks you would make
• What categories (Reference, Circulation,
Security or Display) you would make them in.
• You receive 1 point for every correct hashmark
in the correct category.
• The team with the most points at the end of the
game wins a somewhat fabulous prize.
3. QUESTION1
A harried mom comes up to the Youth Desk.
She wants to know why her pin number is
not working. You reset it, but, she comes
back because her card is blocked. Why?!
Fines? But! They’re less than $10. More
than 3 months old? Whatever. She’ll pay
them. She has to go to the Service Desk?
She’ll do it later. Could she just get her 3 kids
on the YouthGame computers?
You are working the Youth Desk…
2 Circulation – resetting the pin, checking the account
2 Reference – referring her to another desk and giving
her kids passwords.
4. QUESTION2
A patron calls in wanting to renew
his DVDs.
You look at his account, and he is
blocked because his card is expired.
You update his card and renew his
items.
You are on Circ Workroom Phones
2 Circulation – updating his card and renewing his
DVDs.
5. QUESTION3
An irate patron comes to you.
There’s a dad with a baby in a
stroller in ERI. The baby is noisy.
The patron is trying to work!
The baby is not that noisy, but you
suggest the father use the Youth
computers instead.
You are on the Service Desk
1 Security – noisy baby
1 Reference – telling father about youth computers.
6. QUESTION4
You notice a small child climbing on the shelves. You stop her, and ask
where her parent is. The child points in the general direction of the Adult
Dept. You take the child to find the parent. Sure enough, they are browsing
the DVD section. You explain to the adult that the code of conduct states
children under 10 must be accompanied by an adult.
You are on the Youth Desk
3 Security – stopping climbing, lost child and
explaining code of conduct.
7. QUESTION5
A very sweet little old lady comes up to the desk.
She wants to check out her items, but she needs
to renew her card first, and, she wants to buy
these books from the booksale. And while she’s
here, she’s wondering if you could tell her which
James Patterson books she hasn’t read. Oh! She
hasn’t read that one. Is it in? Could you put it on
hold for her? But, she needs the large print.
Could you cancel the hold you just placed and put
it on the large print? And is there someone she
could talk to about the library hours? She really
wishes you were open Wednesday mornings.
You are on the Service Desk
4 Circulation – renewing the card; checking out;
booksale; cancelling hold;
3 Reference – Finding James Patterson titles, placing
hold, placing hold on large print.
Referring her to Branches Manager.
8. QUESTION6
You are called out to ERI. There is a woman
needing help with her resume. There’s a weird
line on it. And the spacing is all screwed up. OH!
You fixed it. Thank you! Now, what is an
attachment? The patron needs to send the
resume via e-mail as an attachment. A USB stick?
What’s that? Dropbox? Like, at her house? She
can e-mail it to herself? Really?
Now, she needs to print 10 copies, but she
doesn’t have any cash. She has a debit card, will
that work? How do you print?
You are the Librarian on Call
3 Reference – fixing the resume; saving it/emailing it;
showing her how to print
1 Circulation – taking the debit payment
9. QUESTION7
A very upset gentlemen comes to the desk. He
got a letter from a credit agency! Saying he was
in collections. A lost book? Preposterous. He
never even checked that book out! Yes, he
renewed it multiple times, but he has looked
everywhere, and does not have the book. We’ve
made a mistake. Yes, his phone number and e-
mail is correct. Yes, he received the overdue
notices. But he should not be charged for the
book. The fine should be removed immediately!
He demands to speak to a supervisor!
You are at the Service Desk.
1- Circulation (looking at his account and then you
should get a Circ person because this is
a collections account!)
10. QUESTION8
You have been forwarded a call from the CWP
person. Do you have the book the Applique
Guidebook? No? How about Applique
Techniques from Around the World? Not that
one either? Can you borrow them from
somewhere else? Interlibrary Loan? Great!
Now, there’s a third book. It’s not really a book,
it’s a calendar that has applique patterns in it.
Libraries don’t usually buy calendars? Do you
have anything with applique patterns?
You are the Librarian on Call
4- Reference – Searching her titles, ILLing 2, explaining
the calendar thing and searching for
more applique books.
11. QUESTION9
A family comes up to the desk. Both of the
parents want cards. Plus, they want to get
cards for each of the 4 kids. Can you tell
them about youth programs at the library?
When are your storytimes? Do you take teen
volunteers? Where are the bestsellers
located? Do you have a special section on
Homeschooling? Where do you keep the
Christian Fiction? Can you recommend a
good, clean mystery for a middle school
reader?
You are on the Service Desk
6- Circulation – New Cards
7 – Reference – Youth Programming, Storytimes, Teen
Volunteering, Best Sellers, Christian
Fiction, Homeschooling and Reader’s
Advisory
12. QUESTION10
You are on the Service Desk
4 – Reference (connecting to WiFi, slow WiFi, can she
use the staff WiFi, question about study
rooms)
1 – Security (when she became agitated and abusive)
A woman is having trouble connecting to the Internet on her laptop. Can you help
her get on?
(A few minutes later)
The WiFi in this building is really slow, can you do anything to speed it up? What
about the GPLSTAFF network. Is it faster? Can you put her on that? Well, why not?
She has a job interview, and the WiFi is just too slow!
(A few more minutes later)
She needs to use a study room for her interview. What do you mean you don’t have
study rooms! You’re a library! Why is it so noisy in here? You need to tell those
people to be quiet. You clearly don’t want her to get the job. You are discriminating
against the unemployed. Her taxes pay your salary. No, she will not calm down. You
are just stupid and incompetent.
