Department

Circulation

Purpose

The Christopher Center hosts a One Button Studio (OBS) available for current students, faculty, and staff to record presentations or lectures. Procedure will detail the support of this studio.

Overview

The following includes steps to support the OBS, including our introduction to the OBS, troubleshooting the OBS, and what to do when in depth repair of the OBS is required along with who is responsible for each tier of support.

Required Knowledge/Skills

Communication skills, time management skills.

Safety Issues/Precautions

N/A

Equipment/Supplies

Computer, OBS Handout

Procedure

1. Support for the OBS will be implemented in a 3 tiered model with Circulation Managers providing Tier 1 & 2 support and the IT department will provide Tier 3 support in response to all OBS iTickets.

2. Tier 1 support will be provided by Circulation Managers upon each patron’s first checkout of the OBS key at the start of their first reservation of the OBS.

               a. Tier 1 support involves a basic introduction to the OBS including: giving them the one page handout, walking them to the OBS, unlocking the OBS, and minimal initial troubleshooting.

               b. Circulation Manager on duty at the time Tier 1 support is given will record a note in patron’s record so that Tier 1 support will not be redundantly given.

                        i. Note will read: OBS Trained, Date, Manager Initials.

               c. Item record for OBS Key will have a message that reads: Check for OBS training and

3. Tier 2 support will involve an iTicket being placed to address the problem that the user is experiencing.

               a. Circulation managers will place all iTickets through the MoeCirc account to ensure communication within department.

4. Tier 3 support will be provided by the IT department in response to an iTicket that has been placed for the OBS.

               a. To ensure communication regarding the status of the OBS between users and Circulation, a message will be put into the OBS key item record that will pop up when it is checked in that prompts the student assistant to ask the
               patron if there were any technical issues with the OBS during their use.

               b. If the OBS goes into Tier 3 support, the Circulation Manager on duty will contact all students with reservations during the projected downtime of the OBS to notify them of the technical difficulties and offer to reschedule for
               a later date/time.

                          i. If downtime is unknown, managers will inform patrons that have reservations 24 hours in advance that the OBS is currently down.

               c. Announcement will be made on website/social media updating the status of OBS whenever it is not available/becomes available again.

TB, SH