Learning Commons:Chapman Learning Commons/DeskTracker

Watch the above video for a visual walkthrough of DeskTracker.

Log in to Desk Tracker when you start your shift. Use it to record questions you receive at the desk. Do not record all requests for equipment, only put in questions where you are UNABLE to loan an item out. ex) if a patron asks for a Magsafe 2 charger and all of them are loaned out.

Login :

• Account number: 415531
• Username: chapref
• Password: ref

On the activity tab there are 5 categories to fill in:

1. Contact method: Pick how you conversed with the patron (Walk in or Phone)
2. Type (CLC):
   • "General Directions": i.e. where is Dodson/Pena/Stikine, study rooms, printers & scanners, washroom, rare books collections, AMS Nest, vending machines, iClicker retrieval etc.
   • "Printing Services ": i.e. Pay-for-Print, maintenance issues (paper jam, low ink, out-of-order, etc.), money storage.
   • "Equipment Services": i.e. and equipment (chargers, cameras, mics, etc.), missing equipment, bad discharge, unavailable item.
   • "IT Questions": i.e. software help (Microsoft Office, Adobe, Internet, etc.), CLC computers, flatbed scanners, questions directed to IT Help Desk in Koerner or CTLT, wifi-connectivity, campus-wide-logins.
   • "Referral to Library Circulation": i.e. pay fines, printing refunds, books, overdue equipment, change, library book inquiries when "Research Help" desk is closed.
   • "Referral to Library Reference": i.e. find books, research help, UBC library information, library book or information sent to "Research Help desk"
   • "Writing and Learning Support Services": i.e. CLC hours and facilities, CSWC, Profs in Commons, Dodson/Pena/Stikine room bookings.
3. Time (minutes): How long is the interaction?
4. Patron Type: Unless you know for sure if the patron is an undergrad/ faculty etc - do not guess! Select unknown in most cases.
5. What is the Question? Comments? Clearly state the question the patron asked. Add any relevant comments about the interaction.

Desktracker Pro Tips:

• The most important things to include in the notes: Who, What, Where! So we can follow up.
• Split the computer screen between Voyager and Desktracker to keep it visible, so you remember to do it.
• On the top-right corner you can make multiple entries- which helps if 5 patrons come to ask about the same thing (like iPhone chargers). You can also copy-paste entry notes if they're the same.
• Use the buddy system! If you're busy, ask your desk partner to DeskTrack questions for you. Pick a Designated Desktracker, or take turns each shift.
• Short on time? If you're alone, use a sticky note to jot things down so you remember later. You can use project work time after your shift to finish recording things that were left out- but make sure you add your name if after your shift so we can follow up with you if necessary.
• While it seems overwhelming at first, eventually Desktracking will become a habit! Remember to breathe :)