McQuade Library Student Worker Training Guide

• Email is the primary communication we use here at McQuade.
• All students should have a Merrimack email address and should use it as their means of communicating with any faculty or staff.
• Emails are considered professional communication when directed at faculty and staff and should have the following format:
  • Subject line indicating the course you are in and the issue you wish to discuss (avoid subjects like “hey Dr. P” or “Happy Holidays” as these can easily be overlooked by a faculty member.
  • Greeting- Hello Dr. Stevenson, or Good Day Dr. Rem.
  • Body of email- Clearly state the concern or question and ask for response from faculty if needed. Be sure to proofread all content, use punctuation and capitalization. Avoid slang or “text speak”.
  • Closing- “Thank you, I look forward to hearing from you” and your full name
• Students may want to avoid typing emails on their phones as this can lead to typos and a more casual tone in email than should be adopted for this kind of communication.
• Avoid sending an email when you are upset.
  • Getting a poor grade or critical feedback can leave students feeling angry and disappointed.
  • Often this can lead to students wanting to send of an email that reflects their anger, this is never a good idea.
  • Remember that you cannot un-send an email and once it is out there, it can color the faculty member’s impression of you and your work.
  • Take time to reflect, breathe deeply and if you want to communicate, do so with a clear intent for clarification and guidance. Faculty members are first and foremost, human. They can make a mistake and if they do, they will correct it. 
• Be aware of time lines for responses to email
  • Give 48 hours for a faculty or staff member to respond

Answer the phone by saying, “McQuade Library, how may I help you?”

Remember...

• Be polite and courteous.
• Repeat the caller's question for clarification and provide an answer.
• Always be polite--"please," "thank you," and "I am sorry."
• When the caller is speaking, listen to what they have to say without interruptions. 
• If transferring a call, let the caller know before transferring the call. Tell the caller, in the event there is a disconnection, the number to reach Dr./Mr./Ms. (name) and their extension.
• To transfer calls: press ‘Transfer,’ dial the extension, press ‘Transfer’ again, and then hang up.

Keep in mind the following guidelines for attending a webinar or Zoom meeting:

1. Dress appropriately for being on screen.
2. Be in a quiet place where there are no distractions.
3. Be mindful of what can be seen by others on webcam (avoid inappropriate material on camera).
4. If attending a webinar, make sure you are on mute.