Recently LLT has discussed some issues to do with telephone use by Library staff.

The business of the Library is carried out by an increasing number of communication devices. These still include the telephone, and there are over 120 phones in the Library, often with personal voicemail attached.

All Library staff are expected to answer a telephone that rings – in person whenever possible – rather than letting it go to voicemail. If required, group pickup can be set up for a group of telephones.

It is also important for the professional image of the Library that staff answering telephones clearly identify who they are – a personal name is best.

For cases when a call needs to be tranferred to another extension, please tell the caller the extension number they are being transferred to. Any staff requiring training in how to transfer calls should speak with their manager or supervisor.

These may seem very obvious points of telephone etiquette, but they are not being carried out consistently by all staff.

Philip Jane