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Common Service Desk Issues

 

Hello Youths,

The flowchart embedded to this page is to serve as guide and standard for resolving common Service Desk issues such as missing books, printing issues, and research/e-resource related issues. It is a generic guide, NOT a comprehensive one. Start with RED, "Who to transfer what to?"

Additionally, click HERE to write a note and email it to me directly. This way we can (hopefully) avoid having you (and the patron) repeat the issue.

 

Bookmarks

 

Make sure to slip bookmarks into every book you checkout on the Service Desk. They serve two functions for us and our patrons: A) an add reminder for when patrons have to return their books, and B) they're a convenient way that lets staff know which books have been on the Pickup Shelves for more than two weeks. If you run out of bookmarks at the Service Desk, you can print more using the attached file.

But please note the following print settings and added information:

  1. Print from MSEL-ANNEX_2
  2. Select Drawer/Tray 3, and make sure that Drawer/Tray 3 is loaded with the correct paper color and type.
  3. Refer to the calendar to determine the correct paper color.
  4. Paper is located across from the printer. Please notify is we are low on paper.
  5. Before clicking print, make sure that you have the following settings selected.
  6. Print on both sides of paper.
  7. Flip on short edge.
  8. Orientation: Landscape.

 

Frequent Referrals


To call a Hopkins number (410-516) using the Desk phone, you need to only enter ‘6’ plus the last four digits of the number. As in 68348 for Special Collections, or 64814 for the Guards.

Academic Liaisons, Research Librarians
  • Questions relating to databases and e-resources (articles, e-books, online journals, etc.) should be referred to Academic Liaisons.
  • Most Academic Liaisons work off-site but can be reached via email. To determine which AL would best suit a patron go to the Library Directory and enter the patron's field of study on the search bar. Provide them the name and email of the AL.
Archives + Special Collections BLC, M-Level 410-516-8348
Digital Media Center (DMC) Moving to Student Center 410-516-3817
J-Card Office University Store, corner of St. Paul and 33rd 410-516-5121
  • People who lose their J-Cards, need to update their J-Cards, should stop by here for assistance.
  • Additionally, if Hopkins Medical staff want to use J-Card only facilities they'll need to contact the J-Card Office to be approved.
  • Check their website for more information.
Library IT Help Desk BLC, C-Level 410-516-0870
  • This is NOT central Hopkins IT. This number is to be called for issues with the library website, with Catalyst, and with ALMA.
  • Check the whiteboard behind Sid's desk for their after-hours number, which changes weekly based on which IT staff is available.
Lost & Found

Items lost at the library are to be submitted to the Guard's Desk (at both the BLC and the MSEL Annex).

  • Phone number | 410-516-4814.
  • Guards keep a record of all returned items.

Every morning, items submitted to the Guard's Desk are picked up by Campus Security and are taken to their offices in Remington.

Parking Office South Garage, near Mason Hall 410-516-7275
  • Folk using the lot connected to the Annex might come to you with parking related questions, usually of the troubleshooting variety. Unfortunately, no one in this building has the authority to resolve immediate parking related issues. Refer patrons to the Parking Office. 
  • Note. Patrons are allowed fifteen minutes of free parking on the lot connected to the Annex

 

Patron Borrowing

 

There is a more in-depth, more official, version of this on the library FAQ, but here's a clean and quick summary:

  • J-Card holders, active JHU students, faculty, and staff are eligible to borrow books from ALL Hopkins libraries, as well as borrow unavailable books via Borrow Direct and Interlibrary Loan. Student and staff can borrow most Hopkins-owned materials for 16 weeks, for faculty it’s to the end of the fiscal year (June 30th). J-Card holders can renew items once. Further renewals require an item to first be returned to the Desk. More specifically, JHED users with the follow designations on MyJH have library access:
Student or Visiting Student
Faculty or Visiting Faculty
Staff or Contractor
  • Non-J-Card borrowers, called Community Users, can also borrow library items for up to 6 weeks, following similar rules for item renewals. To become a Community User, a patron must either pay an annual fee of $50 or be eligible for free borrowing.
  • This is a list of folk eligible for free borrowing:
Affiliation Notes
JHU Alum  
JHU Retiree  
Active student, faculty, and staff of a Borrow Direct school. Check Books and Borrowing page for full list.
Active student, faculty, and staff of a MICUA school. Check Books and Borrowing page for full list.
Spouse, partners, and dependents of current JHU faculty, staff, or student. Have faculty, staff, and student make the request to verify.
Approved staff of the Baltimore Museum of Art. Contact Sarah Dansberger, sdansberger@artbma.org
Approved staff of the Walters Art Museum. Contact Anna Clarkson, aclarkson@thewalters.org
OSHER Lifelong Learning Institute at JHU Contact Shali Jiang, sjiang@jh.edu
Space Telescope Science Institute staff and researchers  
  • Have patrons contact your supervisor if they are having issues with their account.
  • If a patron has a J-Card but no library borrowing, they must contact their department admin to activate their library privileges. This usually happens for people transitioning roles: undergrad to grad, grad to staff, etc.

Important note: if a patron inquires about a borrowing account, make sure to let them know that the library account we provide them is not equivalent to a J-Card; meaning they can't access our e-resources and will not be able to swipe into the building; they can still come in to the Annex to pick up their requested library items though.

Email from Library Facilities Manager regarding Steam Pipe Replacement Project:

 

If I’m reading this map correctly, both. Accessible paths will be provided between AMR-I and both the Annex and MSEL/BLC (and HSC). The blue lines are accessible pathways, and the red is the fence line.

There will be a project website launched in the coming weeks, according to JHFRE, so once that’s live it’ll be something you can point people to. That should help.

Projected timeline of the work is late August of 2025 through early February of 2026. Construction fencing will enclose part of the Freshman Quad, so detour signage and maps will guide pedestrians to alternate pathways. A temporary path will be added to maintain ADA access into AMR-I, and an accessible pathway will be maintained between AMR-I and the library. Access to Homewood Museum will not be impacted.

 Video Training Recommendations for MSE Library Annex Student Workers 

These videos are available in linked-in learning through MyLearning. The videos cover a variety of topics such as collaboration, communication, conflict management, critical thinking, project management, and leadership. Each video relates to a NACE Competency, which our Department uses for hiring all student workers and student interns. 

Video Title  

NACE Competency 

Topics 

Location or Training 

Optional or Required 

Customer Service: Working in a Customer Contact Center 

Professionalism/Teamwork/Communication 

 

How to be professional in a customer service setting 

MyLearning/LinkedIn Learning 

REQUIRED 

Phone Based Customer Service 

Communication/Professionalism 

Strategies for coping with frequent challenges that come with phone-based customer service 

MyLearning/LinkedIn Learning 

REQUIRED 

 

All You Have to Do Is Ask: How to Ask for Help When You Need It (general) 

 

Communication 

Determine your goals and needs, how to ask for it, and how to thank people for asking 

MyLearning/LinkedIn Learning 

 

OPTIONAL 

Interpersonal Communication  

Communication 

Skills to better manage interactions and improve overall communication 

MyLearning/LinkedIn Learning 

 

OPTIONAL 

Customer Service: Handling Abusive Customers 

 

 

Communication/Professionalism 

Navigating difficult interactions with angry patrons calmly and professionally 

 

MyLearning/LinkedIn Learning 

OPTIONAL 

Working with Difficult People 

Professionalism/Teamwork/Communication 

Navigating challenging interactions constructively and with empathy 

myLearning/ LinkedIn Learning 

OPTIONAL 

Asserting Yourself, an Empowered Choice 

Professionalism/Teamwork/Communication 

Tips and strategies on how to empower yourself in a work environment. Explaining the difference between assertiveness and aggressiveness 

myLearning/ LinkedIn Learning 

OPTIONAL 

Speaking Up at Work 

Communication, Professionalism, Teamwork, Critical Thinking 

Strategies to prepare yourself to represent yourself and your ideas with confidence in the workplace 

myLearning/ LinkedIn Learning 

OPTIONAL 

Avoiding Burnout (beginner) 

Professionalism 

Strategies to identify and prevent burnout 

myLearning/ LinkedIn Learning 

 

OPTIONAL 

How to Rock an Interview (beginner) 

Career & Self-Development 

Strategies to market and present yourself confidently in interviews 

myLearning/ LinkedIn Learning 

 

OPTIONAL: Career Development 

 

21 Opportunities for Better Networking 

Career & Self-Development 

Ideas to more effectively build your network of professional connections 

myLearning/ LinkedIn Learning 

OPTIONAL: Career Development