Raising the bar: Technology training for students working at a Circulation Desk

Most academic libraries employ students to work at the Circulation Desk and other service points. Their training directly affects the service they provide when assisting patrons who have questions. In this case study of an academic library, student employees participated in technology training that laid a foundation for providing consistent support for basic technology questions asked by student patrons. This article provides an analysis of the questions that students are answering before and after the implementation of the technology training program. The results indicate an improvement in the quantity and quality of technology-based questions answered at the Circulation Desk.