Floor 2 Desk Questions
This page contains questions you may be asked at the Floor 2 Reference Desk. For additional questions, see Frequently Asked Questions on Milner's website.
1. What options do students have for adding money to their RedBird cards?
Students can add money to the RedBird Card in several ways:
See where money on the Redbird Card (Redbird $) can be used on campus at http://redbirdcard.illinoisstate.edu/downloads/Location.pdf
2. How do I help patrons search for theses and dissertations?
There is a Guide containing many handy tips for searching for dissertations and theses, but it is currently unpublished. The How do I view Theses/Dissertations? FAQ provides a little information about accessing dissertations and theses.
3. How do guest logins work?
The guest login only works on the three computers on the far side of the table nearest to the reference desk on the side of the reference desk closest to the front doors. Those computers now have the full version of Office365 on them for student and community patron use. Students should not use the guest login computers because those computers time out after 60 minutes and the students will lose everything they are working on when the computer times out. To get a guest login, a patron must present you with a photo ID, and you must record their name, the date, and the time in one of the Guest Login binders on top of the small shelves under the reference desk. We are unable to provide guest logins if patrons do not have a photo ID. The patron must read the guest login procedure slip and initial next to their name in the login binder that they understand and accept the procedure. The patron must then wait at the desk while we log the computer in for them. If they need to use the databases, they must come back and ask us, and we need to ask them to step back from the computer while we login to a database in a browser. We need to ask the patron to keep the browser open to maintain database access.
4. How do I help a non-ISU affiliated patron request Milner Library items in storage?
Courtesy Card patrons now have the ability to request items from North Storage and Closed Stacks in Primo. They can make the request following the steps in the Request a Book from Storage and Request a Journal from Storage help videos, except that Courtesy Card patrons will click Courtesy Card Login and login with their Courtesy Card credentials, rather than clicking ULID Login and login in with a ULID and password.
5. How do I help patrons who need to request microforms from storage?
The new Milner Library Catalog allows Courtesy Card patrons to request items from storage, including microfilms. They can make the request following the steps in the Request a Book from Storage and Request a Journal from Storage help videos, except that Courtesy Card patrons will click Courtesy Card Login and login with their Courtesy Card credentials, rather than clicking ULID Login and login in with a ULID and password.
ISU Students, Faculty and Staff:
ISU students, faculty, and staff can request microforms from storage online using the following steps:
1. Search for the microfilm that you need using the new Milner Library catalog.
2. In the results list, click the title of the item on microfilm that you want to request. This should pull up a screen of information about your microfilm. On this screen, scroll down to Get It and click Sign In next to Please sign in to check if there are any request options.
3. Click ULID Login and login with your ULID and password.
4. You should then see individual microforms listed for different months, years, or volumes. Click Request next to the month, year, or volume you need.
5. Click Send Request.
You should receive an email when your microfilm is ready for you to pick up at the Circulation Desk. Microfilm is for in-library use only.
If you have any trouble placing online requests for microfilm through the Classic Catalog, please contact a librarian.
I-Share Users, Alumni, and Community Members:
Alumni and Community Members with Courtesy Cards should be able to request items from storage in the library catalog by following the steps above for ISU students, faculty and staff except for clicking Courtesy Card Login instead of ULID Login in step 3.
Jeff Ridinger said that the possibility of using a dummy account in Primo is under discussion, and he is not sure that this will happen. Therefor, for I-Share patrons or an Alumnus or Community Member who does not have a Courtesy Card, they can ask at the Reference Desk or Circulation Desk for assistance to request microfilm from storage, and we can pull the item for them. Microfilm is for in-library use only.
6. What should I do if a patron wants to request an override on a non-circulating item?
In the case of override requests at the Desk for periodicals and reference books, Milner's policy states that the appropriate subject librarian should be contacted for approval. The subject librarian may be aware of reasons items should not be loaned that are not known to other librarians. If attempts to reach the subject librarian are unsuccessful, a 24 hour loan may be given and the subject librarian notified that the item has gone out.
7. What do I do if I am unable to cover a Reference Desk shift?
8. What should I do if the printer toner runs low on a weekend or evening?
If the printer toner runs low during evenings or weekends, the Milner Computer Lab has a supply and can replace toner cartridges.
9. What are some helpful sources for answering citation style questions?
The Citing Sources Guide provides lists of resources for APA, MLA, Chicago, Scientific and AP citation styles.
10. A patron needs help searching for a music score and Anne isn’t available. What should I do?
When helping a patron search for a music score, Anne recommends using the advanced search. She suggests entering the composer name in one box and searching for that name as author/creator, and entering the title of the composition in another box. On the results list page, sure to go to Tweak your results, click Resources, and limit the search to Score.
11. Where can I find information to help answer questions about source management software?
There are guides for EndNote, Mendeley, and Zotero. You can also ask the RefWorks point person, Jennifer Sharkey. The Milner Library RefWorks subscription ended June 30, 2020. After that time, patrons will need to select the source management tool that works best for them. A chart comparing different source management tools can be found on the Manage Sources / Create References page of the Citing Sources guide. Jennifer Sharkey is the point person for source management tool questions.
12. What should I do if the computers, printers, copiers, scanners, or microform machines aren’t working?
If a computer, printer, copier, or scanner problem occurs, contact the LITS Help Desk at 8-8399. If LITS is unavailable, login to the IT Help desk and use the LITS IT Support & Request form to send LITS a problem report t, and place an “Out of Order” sign on the broken machine.
If a microfilm machine problem occurs between 8 am and 4 pm, contact Ryan Peters. If Ryan is unavailable, it is after 4 pm on a weekday or a weekend, place an “Out of Order” sign on the broken machine and email Ryan about the problem.
For scanners, be sure to double check whether the blue light on the scanner is off, or if it is giving a "scanner not ready" message, because both of these problems can be fixed by pushing the blue power button to turn the scanner on again.
13. What do community patrons need to request a guest checkout card?
They need a photo ID and something that proves their residency such as a bill showing their name and address.
Only staff members can create courtesy card accounts in Voyager. Generally full time staff is available after 5pm, except on Fridays and Saturdays. If a full-time staff member is not available, the student(s) on duty at the desk will ask the patron to fill out the courtesy card application form for later processing. The book(s) the patron wants to checkout can be placed on hold. The patron will need to return the next day to pick up the courtesy card and book(s).
14. How do I troubleshoot problems with the collaboration stations?
Check that all the cords are plugged in correctly, the monitor is on and set to the right input, that the laptops have been connected with the correct adapters, and that the red button has been pushed to display a laptop's screen on the monitor. Rings with a selection of adapters are available for checkout at the Circulation Desk. If that still doesn't work, call LITS (8-8399).
15. What should I do if a faculty member asks to reserve a learning space at Milner Library?
Only Milner faculty and staff can reserve a learning space. Anyone inquiring about using a learning space should be directed to: https://illinoisstate.az1.qualtrics.com/jfe/form/SV_a954yD8HTQnCdrT. Librarians working directly with non-Milner faculty will facilitate any learning space reservations. During Fall & Spring semester, 213c or 164d should not be scheduled for staff-related activities such as meetings, training, or professional development. Instead, schedule staff-related activities in 184 and 311g, which are not used for teaching and can accommodate most staff needs. See IUF's Scheduling with Outlook section on Teams for information about how to enter a room reservation into Outlook.
16. What should I do if a patron is unable to access an article and asks for a copy from us?
If a patron is unable to access an online article and asks for a Milner copy, first determine whether the patron is affiliated with ISU. If the patron is affiliated with ISU but unable to access an article that you are able to access at the library, you can email a copy of the article to the patron. However, if the patron is NOT affiliated with ISU, you should not email them copies of online articles that Milner has access to.
17. What is Redbird Safe Walk?
Illinois State University offers Redbird Safe Walk to patrons affiliated with ISU.
Redbird Safe Walk is a service provided by ISU PD that you can use to request an escort to and from campus locations, bus stops and apartments close to campus. This service is available 24 hours a day, seven days a week all year round. Call 309-438-9255 to request an escort.
18. What is Redbird Ride?
Redbird Ride is the campus Redbird Express bus system that is free to all ISU faculty, staff, students and visitors who have valid University ID cards. It provides transportation around the ISU campus from Monday through Sunday between 7:30 am and 3:00 am during Fall and Spring semestersd. Users must board the bus at designated ConnectTransit bus stops.
19. What should I do if a patron has a technology problem on an evening or weekend?
If a patron reports a technology problem on an evening or weekend that cannot be resolved by basic troubleshooting (checking that everything is plugged in and trying restarting the computer), you can either call LITS at 8-8399 and leave a message about the technology problem or use the LITS IT Support & Request form to submit information about the problem.
20. What options are available for speech-to-text software?
The Speech-to-Text room is no longer available at Milner Library.
Windows and Macs come with free speech-to-text software:
21. What is the piano pedagogy cabinet and how do students use it?
The piano pedagogy cabinet is located in the workroom on Floor 2 against the left wall. It contains music books used to help people learn how to play the piano. The books are sorted into different holders based on the publisher or series they belong to, and each holder is clearly labeled. The key to the cabinet is located in one of the lower slots on the handout rack in the back right corner of the workroom and is clearly labeled. If students ask to use the piano pedagogy cabinet, take them to the workroom and unlock the cabinet for them so that they can use the materials in the confines of the workroom. They may not take any materials out of the workroom. When the students are done, make sure that the music books are put away in the cabinet and lock the cabinet. If you are not sure where the music books should be reshelved, contact Anne Shelley.
22. How do I help patrons use microfilm, microfiche and microcards on our microform machines?
Some documents at Milner Library may only be available as microfilm (a reel of film with microphotos of documents), microfiche (a small rectangular piece of film with microphotos of documents), or microcards (small cards with microphotos of documents on one side). If a patron needs to view a document on microfilm, microfiche, or microcards, please view How to Use Microforms at Milner Library on Teams for detailed information about using microfilm, microfiche, and microcards on our microform machines.
23. How long does it take for items to come from North Storage? Can patrons go there to pick up items?
Items from North Storage travel to Milner Library via campus mail, which can take a day or so for the book to arrive at Milner, and about five business days for it to be processed and ready for the patron. Unfortunately, patrons may not go to North Storage themselves to pick up their requested items. They must wait for the items to arrive at Milner Library for pickup.
24. What should I do if a patron asks about donating items to Milner Library?
All questions about donating items to Milner Library should be referred to the Head of Collection Development, Chad Buckley (cebuckle@ilstu.edu).
25. What should I do if the desk gets very busy and I need help?
When there's a line at the Desk, the phone is ringing, chat is dinging, and you are multi-tasking to the max, please do not hesitate to email libreferencegroup@ilstu.edu to ask colleagues to come help.