Documentation:CLC Service Desk

| COOL |

You will need the patron's student number and CWL to complete troubleshooting for COOL.

Login Troubles
Usually problems with COOL will have to do with the patron's CWL.

Ask the patron to (1) restart her broswer, (2) try a different web browser, or (3) restart her computer. This will usually solve most login problems.
If the student still can't login, we need to confirm they have been enrolled into COOL. Students are manually enrolled in COOL by the Career Centre. Email Debby Chong at debby.chong@sauder.ubc.ca requesting that she check that the student has been added to COOL and has an account. She will need the patron's student number to check, so include that in your email.
If student has an account and is still having trouble, forward the email chain to Alex for extra troubleshooting.

| Connect |

You will need the patron's student number and CWL to complete troubleshooting for Connect.

Course Specific Problems
If a student has an issue with a specific course (e.g. my prof told me I should be able to see a video but I can't), they should contact their instructor directly for support.

Seeing their course in Connect
If a student cannot see their course on their courselist, or cannot access their course:

Ask the patron to (1) restart her broswer, (2) try a different web browser, or (3) restart her computer.
Check with the appropriate program office that that student is indeed enrolled in that course. For MBAs (mba@sauder.ubc.ca); for Masters of Management (mm@sauder.ubc.ca), and for Undergraduates (BCOMquestions@sauder.ubc.ca).
If they are enrolled in the program, email connect-admin@it.ubc.ca with the student's information for further troubleshooting.

For more information on Connect and student resources for Connect, go to the Connect website

Getting started[1]
Student resources [2]

| DMLAB |

Students that haven't started their project yet
If students have not started their projects and they do not need to edit at home, always recommend that they use Adobe Premier over Final Cut or iMovie. With Adobe Premiere they will be able to save their project files and come back to the lab and keep editing with no problems. With Final Cut or iMovie they will run into issues. See the section on saving project files with Final Cut and iMovie for details. For information on saving Premier Pro videos use this video as reference: http://youtu.be/OVSSZROKeJQ

Saving project files with Final Cut Pro X or iMovie
If students want to save their project to take it with them and continue editing on another machine with these two pieces of software, they will have to save their files in very specific ways. This is because Final Cut and iMovie are very particular about where files are on a computer when they are being used in a project. When the project is moved from one machine to another, Final Cut and iMovie can't find the files since it still thinks the files are on the original computer. Instead of asking where the files are, Final Cut and iMovie will just not open the project, saying that there is an error.
Please watch this short video explaining how students need to set up their project: http://youtu.be/SB6DKGX-4Ms

Exporting the movie when they're done editing To export a movie when they're done:

Final Cut: to save files in Final Cut Pro, click on 'File', then 'Share' and choose 'Master File'. They can then adjust the settings to get a properly sized file. Note that Final Cut gives a file size estimate at the bottom right of the dialogue to export the video. While the video is rendering it will seem that Final Cut is not doing anything. In the middle of the screen there will be a small round image that tracks the progress in exporting the video. You can click there to see how far along the video exporting is.
iMovie: in iMovie, click on 'Share' and then click on 'Export with Quicktime'. Have students save the video at middle to high quality in the settings area.

| WDIAC |

| Borrowing |

Never ever disclose information concerning a student's record. This includes what they have borrowed, what books they have on hold and what fines they may have. Release of such information would contravene the BC Freedom of Information and Protection of Privacy (FOIPOP) and the BC Personal information Protection Act (Bill 38). It would also be grounds for dismissal.

Library loan periods
Anyone with a valid UBC Library card can borrow library materials. Everyone is guaranteed a two-week loan period without the item being recalled.
For library material the loan periods are:

Undergraduate - 2 weeks
Graduate - 8 weeks
Faculty - term loan
Course reserves - 2 hours or 1 day or 3 days
Laptops - 4 hours or 1 hour before closing. Note: Ensure that students have signed a library laptop equipment agreement (blue) form located in bottom drawer of service desk. Make sure that they understand the loan period and fine amount each time you lend any equipment.

For a detailed list of library loan periods, go to the UBC Library's loan policies website [3]

CLC equipment can only be borrowed by Sauder students. Students must sign an equipment agreement form when they borrow for the first time and/or at the beginning of September since all agreements are destroyed at the end of August.

For Sauder students, ensure that they have signed a CLC equipment agreement (white) form located in bottom left drawer of service desk. Make sure that they understand the loan period and fine amount each time you lend any equipment. Enter note in student's record and put form in Completed folder in bottom right drawer. All loan periods must end 1 hour before closing.
For a detailed list and description of CLC equipment, as well as loan periods, go to the CLC equipment website [4]
Projector screens must be booked in advance by a CLC club and two staff members must help in handling the screens to avoid possible injury.

Laptops can be borrowed for a 4-hour loan period. We do not make it public knowledge, but a student can borrow a laptop overnight 4 hours before closing but the laptop must be returned by one hour after opening the next business day. If the student needs a longer loan period, direct them to the Koerner Library where they can borrow the laptop for 1 day, returning it to Koerner 1 hour before they close.

Students can choose between the 9 Library Dell laptops or the 4 CLC Lenovo notebooks. Remember that to borrow Dell (library) laptops for the first time, the student must sign the tan agreement form. To borrow Lenovo (CLC) notebooks for the first time, the student must sign the white agreement form.

Students in the Real Estate Division are not registered as students at UBC since they are not taking credit courses, therefore they cannot borrow any items from the CLC. The Real Estate Division offers courses for people who want to get a real estate license and not to acquire an academic degree.

Students in the Diploma in Accounting Program (DAP) are registered as students at UBC and are taking credit courses, therefore they can borrow any items from the CLC. If they do not have a student card, they will need to obtain the card at the UBC Bookstore once they have a student number.

Alumni qualify for an Alumni card (aka A Card). Information on the application process and use of the Alumni card can be found on the Guide to UBC Library services for Alumni [5].
What equipment does the CLC lend?

The CLC's list of equipment is The Chapman Learning Commons in the Irving K. Barber library provides MacBook chargers, amongst other items that the CLC does not have. Please visit Chapman's website for a list of available items [6]. The Irving K. Barber library is located at 1961 East Mall. Telephone 604-822-3943
UBC IT has a help desk located in the Computer Department of the Bookstore where it provides free charging stations for phones, smartphones, and iPods.

Community Education cards do not permit the student to receive library services with their UBC card. The card is given to them so that they can access other University services (example, gym and pool). If the student does want to borrow books, send them to the Koerner Library to purchase a community card. If the student only wants to use the computers, provide them with a Guest ID after ensuring that the student is 18 years or older.

| Common questions |

Where can I break my dollar bills?

We cannot accept anything over a $20.00 bill. We do not accept American bills.
The Sauder bookstore, located behind the Security office on the first floor of the Henry Angus building, does provide cash back on purchases.

Do you have a stapler, tape, a 3-holepunch or a pair of scissors?

In our photocopy room we keep 2 large staplers for use on approximately 10 sheets of paper, a paper cutter, tape, and a 3 hole punch for use inside the CLC only.

Do you have a calculator or whiteboard marker?

Scissors, rulers, calculators and whiteboard marker kits are available at the front desk for loan. 'We do not accept debit or credit cards, Care Cards, driver's licences or passports in lieu of the UBC card
UBC Pay for Print allows students, faculty and staff as well as guests to the University to pay for printing, copying and scanning across campus using a unified system of payment – the UBC Card or UBC Guest Card. Print jobs can be submitted from labs, public access computers as well as online at http://payforprint.ubc.ca.

Where can I add money to my print card if I only have a debit or credit card?

Money can be added to one's Pay for Print account through payforprint.ubc.ca
The CLC sells $5.00 print cards cash only for $5.00 at the front desk. The Koerner Library, located to the north of the David Lam building at 1958 Main Mall, sells print cards which are preloaded with certain amounts of money. While the student cannot add money to an existing card with debit or credit, he can buy a new card with either debit or credit.
The Sauder bookstore, located behind the Security office on the first floor of the Henry Angus building, does provide cash back on purchases if the student does not want to go to Koerner.

How can I print my document? Where is the printer?

Patrons must have a UBC card with money loaded or buy a guest print card at the front desk. User name and password are on the back of the guest print card. UBC cards use the cwl.stu and the cwl password.
Printing costs 7 cents a page for black and white and 40 cents a page for colour.

How can I print from my laptop?

To connect a personal laptop to a UBC library printer, follow the procedures found on the library's website: [7]

Is there anywhere else I can print other than the library?

Sauder students have access to the Sauder computer labs. One is located in the CLC (room 222) and the other two labs are located on the basement level of the Henry Angus building (HA 045 & 046)
Students must have a Sauder CWL (ending in “.stu”) and password to access computers in the Sauder computer labs
For help on activating the Sauder CWL, go to the Sauder computer lab account activation page:[8]
Students may have to reset their CWL password if they continue to have difficulties with it. On no account are you to send students to the Sauder help desk.
Printing in the Sauder computer labs requires Sauder credits which can be purchased either in person at the Duplication Services Centre located on the 4th floor of the Henry Angus building in room HA 443. Telephone 822-8497. [9], or online at this site[10]
Printing is available from the Digital Media Lab providing patrons log in from payforprint.ubc.ca

How can I photocopy a double-sided document?

Place the document in the feeder at the top of the photocopier and select the following:
- 1-2: To copy 2 separate sheets or paper into 1 double-sided sheet
- 2-2: To copy 1 double-sided sheet into 1 double-sided sheet
- 2-1: To copy 1 double-sided sheet into 2 separate sheets

Where can I scan? Am I able to scan multiple pages at the same time?

The Digital Media Lab (room 221) has a flatbed scanner which scans one page at a time. The photocopier in the copy room can also scan to USB for 2c / page.
Flatbed scanners also available at the Chapman Learning Commons, the IKBLC Library, the Asian Library, the Education Library, Law Library and the Woodward library. For more information, visit the scanning information page [11]

Where can I fax?

The closest public fax machine is located in the Village.

Where is the nearest water fountain?

The nearest water fountain is to the left of the stairs inside the CLC.

Can I put up a poster in the CLC?

We do not allow any posters to be put up in the CLC. There are plenty of spaces in the Henry Angus building that are designated for posters.

How can I access the CUS Lounge?

To access the CUS Lounge you must be a Sauder undergraduate student. Go to the Sauder administration Office in HA 447 to activate your UBC student card which you can then use to access the CUS Lounge.

Where is the Undergraduate Office (UGO)?

The Undergraduate Office [12] is in HA 165, near the south elevators at the base of the faculty tower.

Where is the Business Career Centre (BCC)?

The Business Career Centre [13] is located on the main floor of the Henry Angus Building, at the south end of the CPA Hall in room HA 155.

Where is the Masters of Business Administration (MBA) Office?

The MBA Office [14] is located in HA 137, in the CPA Hall opposite the Bookstore and the Security Office.

Where is the Diploma in Accounting Program (DAP) Office?

The DAP [15] office is located in HA 247, telephone 822-8412.

Where is DL 125?

DL 125 is the amphitheatre one floor below the library. Undergraduate students must access it from the CPA hall where is is a door, located near the MBA office, which leads through a hallway to the DL 125.

How can I get to floor 4 and 5 in the David Lam building?

The David Lam building has 5 floors of which the library occupies floor 2 and floor 3. To access floor 4, take the glass elevator outside of the library to the fourth floor. After exiting the elevator on the 4th floor, turn right to the Centre for Operations Excellence (COE) office and take the staircase to the 5th floor. Floor 4 and Floor 5 of the David Lam building are occupied by faculty offices. the Centre for Operations Excellence (COE) and the Centre for Transportation Studies (CTS).

How can I reserve space in the building for a presentation booth?

Submit a request to the CUS booking website [16]. Note: this is only for clubs sponsored by the CUS.

Where can Sauder faculty and staff borrow AV equipment and book rooms?

Sauder Faculty and staff can borrow AV equipment and book rooms at the Sauder Help Desk, HA 451, phone number 822-0031.

Where can I go to get resume or cover letter help?

For resume or cover letter help, go to the Business Career Centre [17] in HA 155, phone number 822-6479 or 822-5845.

How can I sign up for CLC workshops?

CLC workshops are only available to Sauder students who can sign up for workshops on COOL.

Where can I get help with writing when the Writing Improvement Program (WIP) is not offered in the CLC?

The Chapman Learning Commons in the Irving K. Barber Learning Centre offers a variety of tutoring programs, including ones on writing[18]. The Chapman Learning Commons is located on the 3rd floor of the Learning Centre before entering the library which is situated on the north side of the building. Telephone number for the Chapman Learning Commons is 827-3909
UBC Continuing Studies also offers writing services [19]

At what time does the David Lam building and the Henry Angus building open and close?

The David Lam building and the Henry Angus building (Sauder) are open every day from 7:00 am to 11:00 pm. Sauder students can access the first floor and basement at any time by scanning their UBC student cards over the access panels.

At what time does the Wayne Deans Investment Analysis Centre (WDIAC) open and close?

The Wayne Deans Investment Analysis Centre’s operating hours correspond with those of the CLC which vary according to the academic calendar. For current hours check the signage at the service desk or go to: http://lam.library.ubc.ca/.

Where is the nearest public telephone?

The nearest public telephone is located in the Koerner Library behind the stairs on the 2nd floor.

Where is the nearest ATM machine?

The nearest ATM is located in the Student Union Building (SUB). The three financial institutions which have an ATM presence in SUB are Bank of Montreal, Toronto Dominion and Vancity, located on the first floor and the basement.

| Privacy policy |

Do not provide personal information to the public. If you should be asked about a someone who is currently working at UBC, do not give out information about them to the public. Ask the person instead to leave a message and the staff member would contact them later. For more information, please view the following document:

Guidelines for Handling Public Inquiries Relating to Library Staff and Borrower Records. As representatives of the University, we must give careful consideration in balancing the needs of the public’s request for information and our obligation to adhere to relevant legislation and policies.
Freedom of Information & Protection of Privacy (FOIPOP) Legislation. This legislation applies to all records in the custody or control of the University. The University is not able to discuss particular details relating to these records without an employee or student’s permission. These records are not generally released to persons outside the University Administration, including family members, without written consent by the employee or student, unless permitted or required by law. Any requests to access university records must be submitted in writing to the University’s FOIPOP Coordinator.
Personal Information Protection Act – Bill 38 This act governs the collection, use and disclosure of personal information by organizations in a manner that recognizes both the right of individuals to protect their personal information and the need of organizations to collect, use or disclose personal information for purposes that a reasonable person would consider appropriate in the circumstances. It sets parameters on what can be done with information and when and how it can and cannot be disclosed.
Inquiries Relating to Staff All employees at UBC have a right to privacy regarding the collection and disclosure of their personal information. The release of such information would contravene the BC Freedom of Information and Protection of Privacy (FOIPOP) Legislation and the BC Personal Information Protection Act (Bill 38). Please note the Officers of the Court - such as deputy sheriffs, lawyers or investigators, asking for information about employees (ie. employment status, location etc), should be directed to contact Christina Ulveteg, Freedom of Information Coordinator, Office of the University Counsel, phone 604-822-2451, christina.ulveteg@ubc.ca. In addition, please be aware that all legal documents, such as subpoenas, are to be served directly at the University Counsel Office.
Inquiries Relating to Borrower Records All library users have a right to privacy and confidentiality regarding the collection of personal information and their usage of the library facilities, collections and websites. The release of such information would contravene the BC Freedom of Information and Protection of Privacy (FOIPOP) Legislation and the BC Personal Information Protection Act (Bill 38).