NCknows policies and practices
9. Finding and sharing the NC LIVE password of
the day: NC LIVE makes available a daily password
to librarians and patrons using NCKNOWS. The link to
this can be found under the "databases" section of
the patron's libraries policies. If the link is not listed
there, then the patron's library has chosen to not make
this available. In those cases, please refer to whatever
authentication instructions the library has included.
Referral: Please refer calls that
(1) require materials you cannot access (2) require information about
policies you don't have or decisions you cannot make or (3) calls that
require in depth research you are unable to provide at the time. In
addition, please let the patron know that we can email them a reply
later if it is inconvienent to wait.
Please do not refer questions when you have access
to the information necessary to answer them quickly. For instance,
questions that require searching OPACs or NC LIVE databases can be
answered by anyone in the cooperative.
Quality: Calls are monitored daily to ensure patrons receive courteous and accurate responses. More information is available here: http://ncknows.org/quality.htm
Databases: Remember that many
libraries across the state have access to more online resources than NC
LIVE. A list of these can be found on or linked to their policies page.
Also, to help patrons learn to use these resources on their own, please
remember to use the libraries specific databases pages (as opposed to
the NCLIVE generic entry page) when appropriate.
Inappropriate Responses:
Librarians have no obligation to assist obscene or abusive patrons. If
a patron asks a question that is not appropriate but is not abusive,
the librarian is instructed to handle the patron in the same manner
that they would a walk-in or telephone patron. If the patron is obscene
or abusive and continues their behavior, it is suggested that the
librarian not respond in any way. This means leaving the session open
and letting the patron continue until they get bored and go away.
NCknows staff page: Familiarize yourself with the resources on this page.
Join Listservs: It is crucial that you join the NCknows and Questionpoint listservs.
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