Public Technical Support Response Workflow

Scenario #1: Patron requests assistance from a classroom or study room using the automated “Help” button

1. Patron pushes the “Help” button that is integrated in the A/V panel for each room.

2. An automated email is sent to the #front2back channel in Slack

3. If the request is received during business hours, an LTS staff person responds.

4. If the request is received outside of business hours (evenings or weekends), the LTS student responds.

5. If an LTS student assistant is not available, an LFS staff member or students should respond.

Scenario #2: Patron requests assistance in person at the desk

1. Patron approaches the desk to ask for assistance.

2. LTS student responds.

3. If LTS student is not available, the Access Services student or staff member responds.

Scenario #3: Patron comes to the desk to report an issue with the printer, charging locker or device kiosk.

1. Patron approaches desk to ask for assistance.

2. Any staff or student working at the desk posts a note to the #front2back channel in Slack.

3. If the request is received during business hours, an LTS staff person responses on the upper floors while the LTS student responds for issues on the first floor.

4. If the request is received after business hours, the LTS student responds to all floors.

5. If the LTS staff and students are not available, Access Services staff or student responds.

Abbreviations

LTS: Library Technology Services

LFS: Library Facility Services