Lianne Pang

For some reason, the library.guest account is working again and the numbered guest accounts are not, so IT has instructed us to go back to using the original account:

Username: library.guest

Password: FGs1tw

If it stops working in the future, please report it to IT.

The library.guest account does not allow for multiple logins anymore, so IT created nine separate library guest accounts for us to use.

Username: library.guest# (with the number 1 through 9 at the end with no space)

Password: N0rthwest (capital N, and a zero instead of an “O”)

If a particular login is in use, you may get an error message that the User Profile cannot be loaded.

It appears that the library.guest account has been deactivated by IT, so we will need to use the new accounts for guest logins.

Location and Lookup

Textbooks are located in the staff room and arranged by call number. To look up the call number for a specific title, you can search the library catalog or use CTRL-F on the Textbooks page, which has a list of the textbooks. The list is not completely comprehensive. For the most up-to-date information, use the library catalog.

There are a few professor personal copies of textbooks in the collection. If there is a library copy of the textbook, the personal copy is next to it (with a call number label). If the personal copy is the only copy, it won’t have a call number and it should be shelved at the end of collection.

If a student doesn’t know the title of the book they need, look it up using the My Textbooks page.

Checkout

When checking out a textbook, tell the student that the book is due in 24 hours and that it must be returned to the front desk (not the book drops).

Renewals

Four (4) renewals of 6 hours are allowed, as long as there are no holds on the book.

If a student brings a textbook back and wants to re-check it out, first make sure they’ve exhausted all their renewals. If they haven’t, renew the book instead of checking it out and tell them they can renew the book up to 3 more times of 6 hours each. If they have already used up their renewals, check the book in and re-check it out to them if there are no holds.

Holds

Holds can be placed on a textbook through the catalog or manually by library staff. Textbooks should remain on hold until the library closes that day. The auto-generated “Hold Ready” email will include this information.

SAs should clear textbook holds as part of closing procedures.

Check-in

When a textbook is returned, check it in and then reshelve it as soon as possible. It does not need to go on the double discharge cart or the sort shelves first.

What to do when a textbook is not available

Because the textbooks are such high-demand items, there will frequently be times when a textbook a student wants is unavailable. We want to provide good customer service while still being fair to the other students in the class.

If a textbook that someone is looking for is currently checked out, offer to place it on hold for them so they are next in line. Let them know they can also place holds themselves through the library catalog. We want them to get into the habit of placing holds on the textbooks they want.

If a textbook that someone is looking for is on hold for someone else, offer to help them scan or copy the section they need.

NU students and employees should automatically be added to WMS (there is a patron load via PowerCampus every week), but if a new student or employee comes in before they have been entered into the system, create a patron account for them with the minimum information required (name, email address, ID #). The next patron load will fill in the other information.

Many of the library databases allow you to send links to entire sets of search results. With EBSCO databases, it is very simple. With ProQuest databases, there is a glitch that makes it much more complicated. Below are detailed directions on how to retrieve permalinks for each.

EBSCOhost Databases

Use the “Share” button on the search results page. Copy the permalink.

Search Results Permalink - EBSCO

ProQuest

1. Click on the “Save search/alert” link under the bottom right corner of the search box.

Search Results Permalink - ProQuest Save Search

2. Click on “View Recent Searches.”

Search Results Permalink - ProQuest View Recent Searches

3. Click on the “Actions” link to the right of the search you want to send, then “Get link.”

Search Results Permalink - ProQuest Actions Get Link

4. Copy the link.

Search Results Permalink - ProQuest Get Search Link

5. The link is incorrectly formatted. Delete “http://nu.idm.oclc.org/login” and insert the proxy prefix instead (http://library.northwestu.edu/scripts/proxy.php?link=). The corrected link should look something like this:

http://library.northwestu.edu/scripts/proxy.php?link=http://search.proquest.com/search/936950?accountid=28772

When a student reports having trouble with printing a document, use the following steps to troubleshoot the problem:

  1. The first step should generally be to check the student’s printing account (even if they’re sure they have enough pages, etc.). You can view the student’s printing account from the front desk by using the Add Printing module (aka “My Printing Administration”).
    • Do they have enough pages on their printing balance?
    • Did they send the document to the wrong printer?
    • Did they recently add pages that were not recognized by the system? (If this is the case, you should see a “Balance Resolved” message somewhere on the page.)
  2. If everything looks good with the student’s printing account, check the printer queue on the front desk computer (Start menu –> Devices and Printers –> Select the printer you want to check).
    • There may be a large file that is taking a long time to load.
      • The Speech Lab Manual is notorious for this, and students print it off around the same time every semester.
    • If you see any documents “stuck” in the queue, try to restart them.
    • If the student is trying to print a file directly from their internet browser, have them download the file to the computer and try again.
    • If the student is trying to print a webpage, have them save the webpage as a PDF or XPS and print that file instead of printing from the browser.
    • If a document continuously fails to load, you may have to delete the print job. If the student has been charged for a document that fails to print, you can reprint it for them using the staff printer.
  3. If there are no print jobs stuck in the queue, check the printer itself for error messages.
    • Is there a printer jam?
    • Do any of the toner cartridges need to be replaced?
    • If you are unable to fix the printer problem, contact IT. The fastest way to get a response from them is to call (x5310). If no one answers, send a help request via email instead (help@northwestu.edu).
  4. If there are no apparent problems with the printer itself, make sure the student is logged in to the computer on their own account.
    • There have been multiple occasions when someone forgot to log off when they were done with a computer and the next person just sat down and started using it.
  5. When all else fails, have the student send their document to library@northwestu.edu and use the staff printer.

Note: If a student wants a refund for a failed print job, they will need to email IT (help@northwestu.edu).

For widespread printing problems (ex., if Library Student Copier is completely broken), make sure to inform patrons and let them know what other available printing options they have. If the problem is not likely to be fixed right away, put up signage on the printer and/or at the library computers.

Due to changes in dispensing laws, the Wellness Center is no longer able to provide fever reducer/pain relief medications (ibuprofen, etc.) for the first aid kits. If there are students who need medication for headache, fever, or pain, they can purchase it at the nearby Bartell Drugs or they can come into the Wellness Center and see the Nurse Practitioner. She can dispense that after a short visit with the student.

Library staff (including student assistants) should not disclose the location or presence of a student in the library.

If someone asks about the location or presence of a particular student, please let that person know that you are unable to confirm whether that student is present in the library, and that you cannot search the library for them.

The CAPS sections of the Old Testament History and Literature class (BIBL 1103) have a question on their final exam that we frequently get questions about. The question is:

How has archeological study of Biblical lands confirmed the veracity of Scriptures and enhanced their study?

Students may give you the question verbatim, or paraphrase it into something that mentions archaeology, the Bible, and/or truth. Make sure to do a reference interview and verify that the student is working on the final exam question above.

The instructions for the final are as follows:

This final assignment requires that you answer the following questions. Remember to utilize and properly cite at least two journals from Northwest University’s online library resources. You must cite two Northwest Library online academic journals to receive a full “A” on the final.

The syllabus encourages students to use the ATLA database to find sources for the final exam, but we may still get questions from students who did not read the directions carefully and/or who are very unfamiliar with the library website.

For this assignment, the Religion article search (main search box –> Subjects tab –> Religion) or the ATLA database are both good resources for the students to use. A good search statement to suggest is:

“old testament” AND archaeolog* AND evidence 

Explain to the student that putting the quotation marks around “Old Testament” will search for it as an exact phrase, and putting the asterisk after archaeolog* will search for not just “archaeology” but “archaeological” as well.

Also, students may not know the difference between journals and articles, so you might have to explain that the search results they get are individual articles within issues of various Bible/religion journals.

Another question on the final that library staff have been asked for help with is:

Discuss the importance of God’s lovingkindness (Hebrew: “chesed”, translated “love” in NIV) as it relates to the covenant. (Ex 34:6; Nu 14:18; Ps 86:5; Joel 2:13 & Jon 4:2 may warm up your thinking)

ATLA transliterates the Hebrew word as hesed (not “chesed”), so let the student know that doing a keyword search for hesed should give them some useful results.

If the students need further help, have them contact Clayton (clayton.visker@northwestu.edu).

Sometimes chat patrons enter their email addresses incorrectly, which causes us to receive “message undeliverable” emails in the library inbox. Here’s what to do if a chat patron puts in an incorrect email address:

1. Try to figure out what their email address actually is. If they’ve just made a typo, it shouldn’t be too hard, but you might have to look them up in WMS. If they’ve just entered gibberish or something, there’s not really anything we can do, so you can skip to step #9.

2. Go into QuestionPoint and find the chat session. You can access the Question Lists on the page you get when you first log in to QuestionPoint, in the top left side of the page. If it’s a question that you answered, click on the “Active” link under My Questions. Otherwise, click on the “Active” link under Question Lists.

QP Question Lists

3. Click on the chat question you need to edit.

4. Click on the “Change Patron E-mail” button near the top of the page.

QP - Change Patron Email

5. Enter (and then re-enter) the correct email address.

6. Next to “Old Question,” choose Close Question. This will archive the original chat session.

QP - Edit Email Form

7. Click the “Change Patron E-mail” button again to confirm the changes.

8. QuestionPoint does not automatically send a message or the chat transcript to the patron when you change the email address. If the patron’s question was fully answered during the chat session and there weren’t a lot of instructions and/or links that they might need to refer to, don’t worry about it. But if you do need to send the transcript or follow up, send a message to the patron by going into the corrected chat transcript and using the “Answer” function. The chat transcript will be automatically attached to your message.

9. After you’re done making changes in QuestionPoint, you can just delete the “message undeliverable” emails in the library inbox.

Sending Faxes

  1. Create a new email from the library@northwestu.edu account.
  2. Address it to your recipient’s fax number, followed by “@myfax.com.”
  3. Always include the country code even when faxing within the country. (Note: The US country code is “1”)
  4. Attach the documents you want to fax.
  5. Click send. You’ll receive an email confirming your fax has been sent. Confirmations may take several minutes to arrive, so it may be best to have the patron leave their email address.