UBC Wiki - User contributions [en]

Sandbox:Chapman Learning Commons Assistant Orientation/lendingprocedures

2026-03-12T20:38:12Z

DanielMurphy:

'''Before you begin…''' Breathe. Take your time. If you’re calm, the patron will be calm, too :)

== Before Lending Procedures ==
* ''Greet the patron when they come to the desk!''
* If they are asking for equipment, ensure you know exactly what they need (i.e. Magsafe or Magsafe 2 chargers, VGA vs HDMI adapter)
* The patron must have a physical or digital UBC card, or library card to be able to borrow equipment.
* Lending Agreement Form: Check the 'notes' section of Voyager to see if they have signed a lending agreement form. If they haven't, ask them to sign one and double check that all sections are filled out correctly before bringing it to Circulation to file away.
** Exceptions: Patrons do not need to sign a lending agreement form for '''same-day loans (loans due back by end of day).''' This includes headphones, adapters, chargers, and office supplies.
** Laptops have a separate laptop lending agreement form.
* For equipment:
** Ensure ''ALL'' pieces are present before lending it out AND the barcodes on the equipment match the bag. Make sure patron is aware of all the pieces.
** Do not loan out more than 1 of each item without consulting a staff member first. Patrons can loan out multiple different types of items at the same time.
*On Voyager:
** [[File:VoyagerOptionsSettings.png|thumb|Your Voyager Session Preferences should look like this. ]]Make sure you have changed your preferences so that the app does not try to print a receipt. Voyaver Circulation > Options > Session Preferences > Uncheck boxes for 'Print Hold Slips' and select 'No Due Date Slip'.
*When mentioning the due date to the patron, please refer to the sticker on the item. (i.e. 24 hours). Do not refer to the due date on Voyager.

== Items are Returned Procedures ==
* ''Greet the patron when they come to the desk.'' Ask them to wait at the desk while you inspect the item.
* Inspect the equipment and ensure that ALL parts of the item are there
* Ask them if they had any problems with the item they borrowed. ''If there was an issue let a staff member know.''
* If an item is damaged, do not check it in Voyager!!! Inform patron staff must review. Fill in an item issue form and bring it to the back, and put it on the broken equipment desk. A follow up email is also helpful (see "Reporting an Issue" [https://blogs.ubc.ca/commons/professional-communication/ here]).
* '''Returning Items:'''
* CLCA must check all parts of any loaned item are returned and functioning. – be sure to check the item’s checklist if it has one. '''DO NOT''' check the item back in aka "discharge" if something is missing or not working. Once approved by the CLCA, the item can be discharged from Voyager.
**'<nowiki/>''Voyager:''' If item has ''all pieces'' and is working: scan the barcode of the item in Voyager to discharge: ''make sure it reads 'Discharged!''' If you are unsure click item. The item should pop up and say discharge. This is very important. [i.e. Do not just 'trust' the beep.]
** Place the item in its corresponding bag if applicable (make sure that the barcode on the item and bag match!!!) and return the item to the equipment cabinet.
*** Laptop is returned: make sure to [https://blogs.ubc.ca/commons/ipads/ “yellow disk”] it and plug it in to charge. (You do not need to yellow disk Employee loaner laptops)
*** iPad returned: make sure to "clear" it. Directions are under the 'iPads' tab in the equipment lending tab on the blog.
* '''NOTE''': Patrons must wait 1 hour between returning an item and loaning out the same piece of equipment (i.e. if a patron returns a laptop at 12:00pm, they must wait until 1:00pm to loan out another one)
* '''Fines:'''
* If the patron has fines, be sure to let them know how much the fines are. They can pay these online or at the Circulation Desk.
* If the patron has an issue with any of the fines, let them know they can appeal the fines by filling in an appeal form online [https://services.library.ubc.ca/borrowing-services/loan-policies-and-fines/ubc-library-fines-appeal-form/ here].
* Be sure to jot down all details of the interaction: Patron’s ID number, time and circumstances of the late return, barcode of the item and e-mail these details to the Learning Services Librarian and Senior Program Assistant

== Item Returns & Closing==
*''CLCAs are expected to accept item returns right up until closing.'' '''Do not leave the desk early!'''
*If you do not have enough time before closing to inspect an item properly, do not discharge it. Inform the patron that the item will be dealt with the following morning and bring it to room 318. Leave it on Daniel's desk with an item issue sheet explaining that it has not been discharged and note the date and time of its return.
*If the scenario above occurs on a Friday evening or Weekend, send a message to the next opening CLCA informing them of the situation. After inspecting the item properly and confirming that it is not broken or missing any components, the opener can then ask MAA staff to discharge the item the following morning.
*''CLCAs are NOT expected to accept items after closing.'' If a patron attempts to return an item after closing, please inform them that they will have to return the item the following morning instead.

==Renewing Items==
Now that we offer all equipment on a first come first serve basis, patrons can renew items themselves (up to the maximum loan time). Check the [https://blogs.ubc.ca/commons/loan-chart-reference/ loan chart] or the [https://learningcommons.ubc.ca/borrow-equipment/ borrowing equipment page] for specific renewal times for items.

'''No items can be borrowed for longer than the standard loan time including renewals'''. This is to ensure that our first come first served model can provide equitable access to our equipment for all patrons.

It is always best to educate patrons on how to renew their own items so that they can do it for themselves in the future.

'''How to renew items:'''

Instructions also found here: https://learningcommons.ubc.ca/changes-to-equipment-bookings-faq/

#Visit the library home page: library.ubc.ca
#Click on the ‘Log In’ button on the top right corner of the screen

#Select ‘My Library Account Login’.

#Log in using one of two methods:
#*'''CWL Login:''' Press the Blue ‘CWL Login’ Button and log in with your CWL username and password. You may need to use Duo Multi-Factor Authentication.
#*'''Standard Library Login:''' Enter your library barcode (found on the back of your UBC card) and your pin. If you forgot your pin, you can reset it using your library barcode and your email address.
#*Once you are logged in, you will see all the items you have borrowed. To renew a specific item, select the item and click on the yellow ‘Request Renewal’ button.
#The new due date will be reflected under the column for ‘Due date’.
#*If your item is not eligible for renewal, the attempt will be unsuccessful and an error message will show up.
'''Renewing items on Voyager:'''

If a patron is in a rush or doesn't know how to renew, you are welcome to do it for them via Voyager. You're encouraged to teach patrons how to complete the process themselves.

The patron does not need to bring the item with them for you to renew.

Renewals are only allowed on some items. All the information is on the equipment loan chart.

#On Voyager Circulation, select 'Patron'
# Scan the patron's barcode or enter their library card number
#Select the card catalogue item to see their charged items (i.e., the items they have checked out). [[File:ChargedItemsIcon.png|thumb|Charged Items Icon]]
#Select the item they want to renew. The selected item will be highlighted in blue.
#[[File:Image (5).png|thumb|Renew Only]]Press the 'Renew Only' button.
#Double check that the new due date has updated.
#*Voyager will stop you if a renewal is not possible!

==Returning Items Marked 'Lost'==
Items are automatically marked lost by Voyager lost once they have been overdue for a certain amount of time. You will know that an item is ‘lost’ once you try to discharge through Voyager.

'''Important''': Patrons will not always tell you that their item is very overdue or lost. '''Pay close attention to the Voyager pop-ups and notices.'''

*Greet the patron. Ask them to wait at the desk until the process is complete.

===Step 1: Call Staff & Check for damage===

*CLCA must call a staff member to help with the return and check all parts of any loaned item are returned and functioning. – be sure to check the item’s checklist if it has one. DO NOT check the item back in aka "discharge" if something is missing or not working. Once approved by the CLCA, the item can be discharged from Voyager and (if reserved) LibCal.
**'''If item is missing pieces or damaged:''' If an item is damaged, do not check it in Voyager!!! Inform patron that staff must review. Fill in an item issue form and bring it to the back, and put it on the broken equipment desk. A follow up email is also helpful (see "Reporting an Issue" [https://blogs.ubc.ca/commons/professional-communication/ here]).
***Item issue forms are found in the stationary cabinets (first drawer).

===Step 2: Discharge on Voyager===
''This will look different to discharging regular items. Follow the steps below.''

*If item has all pieces and is working: scan the barcode of the item in Voyager to discharge
*'''Pop-up 1 - 'Item marked as 'Lost<nowiki>''</nowiki>:''' The screenshot below shows a pop-up on Voyager. This indicates that the item has a ‘lost’ status. Make sure you thoroughly inspect the item for damage. '''If no damage, Select 'OK'.'''
**If damaged/missing pieces: Select 'Cancel' and proceed with Item Issue Form, informing patron that further inspection is necessary.[[File:VoyagerPopUp1.png|thumb|Pop-up 1: Voyager lost item status|none]]

* '''Pop-up 2 - 'Remove Lost Item Status?':''' Select ''''Yes'''<nowiki/>'. We want the lost status removed so that the item will be marked available for other patrons.[[File:VoyagerPopUp2.png|thumb|Voyager Pop-Up 2: Remove Lost Item Status?|none]]

*'''Pop-up 3 - Checkboxes:''' This pop-up asks you whether to remove the lost item replacement fee and the lost item processing fee.
**'''Select 'OK', and leave the boxes checked, as we DO want to remove the fees. This means they will not be charged a replacement fee for losing the item.''' If you change the boxes and uncheck them, the patron will receive fees for the lost item despite having returned it. This does not affect overdue fines. [[File:VoyagerPopUp3.png|thumb|Voyager Pop Up 3: Remove Lost Item Fees?|none]]

*'''Pop-up 4 - Outstanding Fines:''' This pop-up may appear, indicating that there are overdue fees.
** '''Select 'OK'.''' Explain to patron that they will still have late fees on their account. '''Refer them to the fine appeals form and let staff know about the interaction''' (Patron ID number, time, circumstances of late return, barcode of the item, in an email to the Learning Services Librarian and Senior Program Assistant
** Please ensure that you’re mentioning that the fines are related to the specific item being returned late. Ask the patron if they would like their account to be checked for any additional fines. - Hailey, 2025
** When patrons have booked a laptop, check to make sure it’s working and charged before they come to pick it up! Likewise, do the same for one of the 24hr laptops in case a patron needs one during the day. It saves a lot of time when charging them out. – Angela R, August 2023
** When discharging equipment, make sure to check all the pockets and zips to see patrons don’t leave another equipment like adapters and mouse in them as they sometimes don’t return equipment separately.- Manya. November 2024
** [[File:VoyagerPopUp4.png|thumb|Voyager Pop up 4: Overdue fines|none]]

*'''Normal Discharge Window:''' You should now see the discharge window as it regularly appears. You will likely not see a dollar amount for patron fines - this is okay, the patron's fines will still show up on their account. See instructions below on how to check a patron's account for fees. [[File:VoyagerDischargeWindow.png|thumb|Voyager Discharge Window: Likely no fees will appear, but the patron will still have overdue fees on their account.|none]]
*'''Need to check a patron's account for fines?''' It's a good idea to check a patron's account to communicate with them how much they owe in fines. Step-by-step instructions:
**If you still have the discharge window open, select 'Patron' on the top Voyager tab. You will then see the patron's account information.
***The green dollar sign symbol represents fines and fees. You can click on this to see a detailed breakdown of all their fines.
*** Communicate the dollar amount to the patron.
***Refer them to the fine appeals form if there are any issues and report the issue to staff.
**If you closed the discharge window:
***In Voyager, select 'Patron'.
***In 'Patron Search', select 'Barcode' to search by library card barcode.
***Scan the patron's library card.
***Click on the green dollar sign.
***Communicate the dollar amount to the patron.
***Refer them to the fine appeals form if there are any issues and report the issue to staff
===Step 4: Let staff know that a lost item has been returned.===

*Details to note: Patron ID number, Item Barcode, Date, Time and Circumstances of Late Return, and whether they will be submitting a fine appeal form.

==Wipe Memory Cards (Camcorders/Cameras/GoPros)==
When lending equipment (camcorders/cameras/GoPros etc.) remind the patron that the device contents will be deleted. Ask them to clear the memory card themselves. When they return the equipment, double check that the memory card is cleared.

To clear a SD Card on any returned camera equipment:

1. Press the MENU button

2. Select 'Settings' or 'Setup'

3. Select 'Format'

This should do the trick to clear all data for the next patron!

==Equipment Loan Chart ==
Refer to the [https://blogs.ubc.ca/commons/loan-chart-reference/ chart at the desk/ on the blog] that lists all the equipment we loan, the details of who can borrow it, the loan period, and fine rates.

Remember:

*"End of Day" loans are due back ''the same day you loan them'' a half hour before closing! If they need an extension ask a staff member.
* 24 Hour or "1-day" loans are due back exactly 24 hours from when they are loaned out. In some cases, you might need to add on a few hours if the desk is not open at the time they are supposed to return it.
*Don't share the loan chart with patrons
==Maximum Laptop Loans ==
Note that we do enforce a policy of 10 laptop loans ''per patron per term''. This is to ensure that individuals are not monopolizing access to these electronic resources. Please do not loan laptops to patrons who have exceeded this maximum without staff approval.

Patrons CAN loan laptops at ''other'' locations even with this block. You can let them know that.

Patrons who have currently exceeded 10 laptop loans between January 1st, 2026 to April 30th, 2026:

*N/A
== Item did not get returned aka "Bad Discharges" / Fines==
Here are the procedures for a bad discharge/ patron complaints when they have a fine- when a CLCA goes to charge a piece of equipment and realizes it was never discharged:
*'''Email the Learning Services Librarian and Senior Program Assistant''' - Include
**Students name and/or student number
** Student barcode
**What the item is (eg laptop)
**Item barcode
**Ask the student to share the time they say they returned the time (and share that information with us).
* Inform the student that reviewing their information can take 1-2 business days, but if their fine is under $50 they can still use library services ( ie check out more equipment).
*They can also submit a Fine Appeal Loan Form - Link is in quick links on the blog.
*If the student is visibly upset: give them a staff member's card to contact them directly (NOTE: staff members will not initiate emails with patrons)

==Sending staff a message about a loaning issue? Use this format!==
Date of Interaction:

Time of Interaction:

Patron Name:

Equipment Name & Barcode (last 4 digits):

Is this message… General or Urgent?

Message: ''please use bullet points''

==='''Here is an example message:'''===
Date: Monday, April 3

Time: 11:03am

Patron: Spongebob SquarePants

Equipment: Handheld Mic (5712)

General

Message:

*brought microphone back late (due at 9am on Monday, April 3) & received fine
*said brought late due to illness
*patron will fill out fine appeal form
==CLCAs Borrowing Equipment==
As a UBC student, you are absolutely welcome to borrow the equipment that the CLC offers, during the hours we are open. Please just remember to keep the following in mind:
*Loan out the equipment properly- with your UBC Card. Do not just grab the piece of equipment you need.
* Only loan out equipment during our operational hours.

==NO CLCA at the Desk ==
Occasionally there will be no CLCA at the desk - either due to single staffing or both CLCAs leaving the desk to help patrons. In this event, the last CLCA to leave the desk unattended should '''''always''''' inform MAA staff how long they will be away, even if it is just for a few minutes.

==Important Notes ==
* When logging into Voyager make sure to use CWL and chose password. Choose "CLC (IKLBC) circulation". Once logged in select "Options" from the top tab. Choose "No Due Date Slip" '''[See video below]'''
*When loaning out scissors, ask the patron if they are using them at the desk or away from the desk. If they just need to use them at the desk, you do not need to scan the scissors out in Voyager.
*Items given out freely / without ID: Scrap Paper & Golf Pencils.
*Items we do not have / give out: Blank paper; pens (unless they are our CLC pens): and be selective about earplugs- these are only for construction/loud events!
*Patrons will have to go to Staples or the UBC bookstore should they have any additional stationery needs.
*If a Patron returns a "LOST" item, check it back into Voyager and wait for a pop up to appear with two boxes. The boxes will be labelled 1) "remove item late fee" and 2) "remove item replacement fee". ''Do not un-check these boxes'', please press the "Accept" pop-up and continue to discharge the item back into inventory. Let a staff member know when an item comes back as 'Lost'.
*Please ensure that, when signing in to Voyager, you select UBC and not Training / Testing. Training / Testing mode does not connect to the server and will not allow any charges or discharges to be recorded.

Library:Technology Borrowing/Laptop Lending

2026-03-04T23:39:25Z

DanielMurphy:

===Laptop Lending===
Laptops are available to loan for current UBC students, faculty, and staff. Borrowers are also required to sign the Laptop Borrower Agreement. Laptop loan periods will vary by UBC Library branch. Enquire at the branch circulation desk for specific loan periods, return times, and renewal eligibility. 

Laptop computers are available at:
* Irving K. Barber Learning Centre, Chapman Learning Commons Help Desk, Level 3
* Koerner Library at the Circulation Desk, Entrance Level (FL 3)
* Woodward Library at the Information Desk, Entrance Level
* David Lam Library at the Circulation Desk, Entrance Level

To see up-to-date availability, check the [https://resolve.library.ubc.ca/cgi-bin/catsearch?bid=2821530 Laptop Computer entry in the UBC library catalogue].

To read about the Fines Policy for laptops and other items please see [https://services.library.ubc.ca/borrowing-services/loan-policies-and-fines/#Fines-1 Loans Policies and Fines].

For more information on using the laptops, please see our [https://wiki.ubc.ca/File:Laptop_Usage_Guide.pdf Laptop Usage Guide].

Learning Commons:Chapman Learning Commons/Report a Problem

2026-03-04T22:38:43Z

DanielMurphy:

== '''Unexpected Situations''' ==
Before you contact Ricoh, it may be best to touch base with your supervisor.
* In case a Ricoh representative/technician comes to UBC, you should do the following:
** Consult previously-submitted ticket (look in the “tickets” folder and subfolders in the [[Mailto:clc.assistants@ubc.ca|clc.assistants@ubc.ca]] account)
** Check Teams to see if a fellow CLCA has posted more information about this ticket/incident
** Check any other means of communication (staff blog etc.) to see if there is more information
* Adapt to the situation! There are procedures or information that you might not familiar with, and if are confronted with this problem, you could contact your supervisor.

== '''TO REPORT A PROBLEM...''' ==

=== Call ===
# There is a sticker on the front of the machine with the phone number '''(1-800-267-9469)''' for service from Ricoh (our printer manufacturer) as well as the serial number. Have the serial number ready when you call.
# Make sure to '''double check''' the serial number with the printer name ex) RC1 (or device that is experiencing an issue) is correct.
# When calling Ricoh from the help desk phone, make sure to add "9" at the start of the phone number on the sticker. Otherwise the call cannot be completed.
# Jot down the name of the person who is helping you (this will come in handy later).
# Inform the phone representative of your issue.
# Double check that the location they have on file for our machine IS the Chapman Learning Commons, Level 2 or 3, Irving K. Barber Learning Centre.
# Before ending the call, request a ticket number. Each call Ricoh receives is assigned a unique ticket number. This number may not be provided by the call centre unless it is requested. If you have any issues with obtaining a ticket number, please ask for the name of the representative you’re speaking to (if you don’t already know it).

=== Report Online ===

# Sign in to https://www.myricoh.ca/ Visit the Quick Links page for login info.
# Click “Service Call Management" (orange box)
# Click “Service Call Placement” (orange box)
# Fill out the form
#*    '''Machine Serial #:''' Input the serial number for the appropriate printer
#*    '''Machine Asset Tag #''': Leave box empty
#*    '''Machine Service Address:''' Yes
#*    '''Problem Category:''' Emergency Call required
#*    '''Problem Description:''' Describe the issue in detail. Make sure to include any error codes or notices
#*    '''Is the Machine usable right now:''' Select appropriate answer
#*    '''Customer PO:''' Leave box empty
#*    '''Contact for the Service Call:''' Same as Call Placer
Please note: There may not be a way to CC the staff email like a usual IT ticket. Therefore, just '''letting a staff member know when this is done is important.'''

Learning Commons:Chapman Learning Commons/Tickets

2026-03-04T22:35:50Z

DanielMurphy:

'''What is a Ticket?:''' A ticket is a email or form to report an issue to another department at UBC. CLCAs should only be reporting issues/submitting tickets for issues for 1) Computers and their equipment in our space 2) Printers 3) An issue with our phone at the desk. Reach out to a staff member for direction to report any other issue.

=== Looking to submit a printer ticket? ===
Follow the steps here: https://blogs.ubc.ca/commons/2-reporting-a-problem-with-the-printers-next-step/

== Before You Submit a Ticket ==
It's important to check if the problem you're encountering can be solved on your end. Some things to troubleshoot include:

# '''Turning the computer/device/etc. off, and then turning it back on.''' You'd be surprised how many issues can be solved this way.
# '''Checking if all cables are connected securely.''' Check the USB cables, power cables, electricity outlets, etc. Sometimes patrons will unplug things or move the devices in such a way that the cables get unplugged.
# '''For computers''': Is the monitor on? Is the scanner on? The power buttons may be in places you don't expect, so be thorough when you check.
# '''Is it the whole thing, or just part of it?''' For easily removed pieces like keyboards and chargers, try plugging them into a different computer or electrical outlet. This will tell you if the broken part is in the removable part or the computer/power-source itself.
# '''Ask the team.''' Has anyone encountered this issue before? Do they have any tips? It's always good to ask, just in case.
# '''Has it already been reported?''' Sometimes out of order signs get removed by accident! Check the email for any ongoing tickets for the same issue - it can help to use the search function on the top left with the device ID as a keyword (e.g., LBRY-CLC-44).
If the PC monitor has the message “'''No HDMI Cable''',” this means that the monitor has the incorrect cable type setting. To troubleshoot:

# Press on the front panel button #2 to show the input sources setting.
# Select the correct cable type: mDP (mini Display Port).

{| class="wikitable"
|+Settings From [https://dl.dell.com/manuals/all-products/esuprt_electronics_accessories/esuprt_electronics_accessories_monitors/dell-u2718q-monitor_User's-Guide_en-us.pdf Dell PC Manual]
![[File:Front Panel Display Settings.png|none|thumb|234x234px|Front Panel Display Settings from Dell PC Manual]]
![[File:Input Source Setting.png|none|thumb|300x300px|Input Source Setting from Del PC Manual |alt=]]
|}
If it is still not working, before doing anything else:

# Put an 'Out of Order' sign up with your name and date one it.
# Note the computer/ printer number for use when submitting a ticket.

== Submitting an IT Ticket ==
Submit a ticket when an electronic service item is broken and cannot be fixed through troubleshooting first. This includes printers, computers, keyboards etc.
* Log in to your account at mail.ubc.ca. Click on your name in the top hand corner and type "Library CLC Assistants"- this will be the account you send and respond to IT tickets from. In the email, check that no other ticket is open for that particular issue at that time!- Look at the emails and search for the item ( ex Computer ticket? LBRY-PDW-IKB165)
* Submit a ticket through the online form: [https://answers.library.ubc.ca/tech Technology Services - UBC Library Employee Help Desk]
** Choose UBC IT Ticket- IT Infrastructure Support[[File:IT_ticket_website.png|alt=|none|thumb|How to submit an IT ticket]]
*A copy of the ticket will be emailed to the clc.assistants@ubc.ca account. You can respond with update, if needed, using "Reply All" in the email.
* During opening hours, you can also phone the '''Library IT Help Desk''' for technical assistance. Hours: Monday to Friday 8:30 a.m. to 5 p.m. '''Phone: 604-822-6275'''

== Ticket Format and Examples ==
The first page of the ticket submission will request the following information:

'''Name:''' Enter your own name, first and last

'''CWL ID:''' Enter your own CWL username

'''Phone #:''' Enter the CLC’s number, (604)-827-3909

'''Email:''' Enter the CLC’s email, [[Mailto:clc.assistants@ubc.ca|clc.assistants@ubc.ca]]

'''CC:''' Enter the CLC Staff email, [[Mailto:alex.kuskowski@ubc.ca]]

'''I need help with:''' Select the option that fits the situation best. It will usually be either “PC Support” or “Mac Support” ; occasionally you will pick “General IT Inquires” for printer issues.

The next page will request the following information.

'''Subject :'''Think of this as the subject line of an email. It should be a short summary of the issue and should include any desktop/equipment numbers (ex. LBRY-PDM-224). An example of a good subject line is “LBRY-PDM-224 is unable to load login screen”

'''Tell us your location:''' Enter "Chapman Learning Commons Helpdesk, IKB Library"

'''Details/Comments:'''

* Think of this as the body of your email and format it like one. Include your traditional greetings, pleasantries, closing, and name.
* When discussing the issue, include all information such as:
** Full computer/scanner/ printer etc name and location
** Ensure computers are ‘on’ if possible so they can investigate remotely; SAY that they are on or off in the ticket.
** Include the details of the issue, without making assumptions. Share if you noticed anything out of place.
** Note everything you’ve done to troubleshoot, including restarting it! And share the results.
** Include a photo if there’s a message on the screen. Say that you have included a photo in the ticket.
** Printers: '''Call Ricoh support line first,''' then report the following information to Library IT in a ticket. Please cc clc.staff@ubc.ca. Make sure to include Printer Name/Label and Serial # (i.e. Barber-RC4, Serial # G658L00593)
** Any other relevant information

* Also make sure to include these lines in the email:
** We have placed an Out of Order sign on the (insert device).
** Can you please take a look at this when you are available?
** Please let us know if you require any further information.

Remember, Library IT will see the message displayed in an email style, so be as polite as possible when requesting their assistance!

'''Here is an example of a good “Details/Comments” section:'''

Hello Library IT,

I hope your week is going well.

I would like to report an issue with LBRY-PDM-224. We are unable to load the CWL login screen. We have attempted to reboot the device twice, but it only shows a black screen with an error. I have attached a screenshot of the error to this message. We also checked all cables to make sure they were not loose, but that did not appear to be the issue. We have placed an Out of Order sign on the desktop. Can you please take a look at this desktop when you are available?

Please let us know if you need further information.

Thank you,

Alex Miller

CLC Assistant
----

=== Computer Ticket Example: ===

*'''Name:''' Alex
* '''cwl_id:''' examplestudentcwl
* '''preferred_email''': clc.assistants@ubc. ca
* '''Phone:''' 6048273909
* '''Email:''' clc.assistants@ubc. ca
* '''watchlist:''' clc.staff@ubc.ca
* '''I need help with:''' PC Support
* '''Subject:''' Power Issues with PC computers on Level 2 of IKB
* '''Tell us your location:''' IKB PC computers Level 2 (LBRY-PDW-IKE 100-104 & 112-117)
* '''Details/Comments:''' Hi there! On Level 1 of IKB,PC computers on Level 2 losing power/electricity. The affected computers are LBRY-PDW-IKE100-104, and LBRY-PDW-IKE-112-117. They are turned off currently. There are also Out of Order signs on all of the computers mentioned in this list. Let us know if there is anything else we can assist with. Thank you, Alex Miller, CLC Assistant

== Reporting Other Issues ==
In case of any situation that requires contacting fixing (i.e. spills, light-bulbs not working, power outlets not working), please email Daniel or send him a Teams message.

CLCAs are not to contact 1) Building Operations themselves 2) Submit a Facilities ticket 3) Clean up dangerous or large messes

Learning Commons:Chapman Learning Commons/Extended Loans

2026-02-24T20:52:10Z

DanielMurphy:

Patrons may request a longer loan than our specified time.

== If a patron requests an extended loan: ==

* Explain that extended loans are approved on a case-by-case basis based on item demand and other factors.
* Refer them to the [https://ubc.ca1.qualtrics.com/jfe/form/SV_4ZKVawSXyGuRDmK?pagetitle=Borrow%20Equipment%20-%20Chapman%20Learning%20Commons extended loan request form] (there is a QR code in the binder at the desk that they can use)
** Do not ask patrons to email staff directly - the extended loan form is the only way for these requests to be approved!
* Staff will review the request within 1 full business day. Requests are not processed on weekends.
* Remind them that approve extended loans are not confirmed bookings (i.e., it is subject to availability) and it is not a guarantee.
* We don't approve renewals or extended loans for items that the patron already has checked out. Patrons must return the item first!

'''Items excluded from extended loans (requests will be automatically denied):'''

* Laptops
* Laptop Chargers
* Headphones

Please tell patrons that we cannot allow extended loans for the above items due to high demand. Never extend the due date on these items for patrons.

'''EXCEPTION:''' Employee Loaner Laptops - These items can be booked for up to a semester by staff! They are located in the back office (318), in the cabinet under the tea kettle. The (silver "HAFELE") key for this cabinet is in the grey lock box located on the wall opposite the cabinet.

== Lending Equipment with an Approved Extended Loan Request ==

* Once a patron has submitted the extended loan request form, they must:
** Make a booking on LibCal (if the item is bookable).
** Come to the desk and show you their approved extended loan request (this is an email confirming the approved request from either Emma, Daniel, or Lisa).
* At the desk:
** Review their extended loan request email - make sure we have approved it, and make note of the approved due date.
** '''If the item is bookable:'''
*** Check if the item is available and that the patron has booked it on LibCal.
*** If not, ask them to create a booking using the QR code at the desk (or create it for them if they are in a rush).
**** Make sure the due date matches the approved extended loan due date. LibCal will prevent you from booking if the due date overlaps with another booking.
*** Check that the item is in good condition (as per normal lending procedures).
*** Check out the item on LibCal.
*** Charge the item on Voyager and '''modify the due date to match the extended due date on LibCal.'''
** '''If it is a non-bookable item:'''
*** Check whether the item is available.
*** If it is available, check that the item is in good condition and charge it on Voyager as normal.
*** '''Change the due date on Voyager''' to match the approved extended due date.

Note: If the item is not available and the patron has an extended loan request, remind them that extended loan requests are not booking confirmations. They can come back at another time or fill out another extended loan request at a later date.

__NOINDEX__

Learning Commons:Chapman Learning Commons/Print Card Machine

2026-02-06T22:14:29Z

DanielMurphy:

== Print Card Machine ==
* Clear instructions on how to use print card machine are available on the face of machine to assist patrons.
* Money Information
** Always recommend patrons begin by using $5 (bank note) or less to add money to their account (even if it's already set up)
** If patron is buying a card/setting up an account [ i.e. there is $0 in the account] ONLY let them use $5 bank note or old $1 coins. ( new $1 coins work only sometimes)
** If patrons need change for large bills they can get it from circulation.
** If they have a $20 AND their account is already set up - it's okay (but not recommended) to add $20 to their account
** Card money can also be used to purchase food/ items at UBC Food Service Locations
* Ensure patrons are sliding in their card and quickly sliding it out until the screen reads "verifying account"
* In some cases the error "Invalid Login" may appear. This error appears because the patron has not activated their UBC card. Have them activate their UBC card to be able to use the print card machine. This can be done on the SSC under Housing and Food>Food Services>Vancouver>Activate Card.

== Machine Errors ==
If the Print Card Vendor displays an error on the screen please do the following:
* If error says "Unable to dispense cards"
** Put an 'Out of Order' sign on the machine.
** Email a staff member with a description of the issue. They will then forward the information to the group responsible for the machine.
** If a patron has lost money and this error appears, direct them to MAA circulation for a refund
*If error is anything else (for example 'Bill validator error')
** Unplug the print card vendor
** Wait 30 seconds
** Plug it back in
If this does not resolve the issue

# Put an 'Out of Order' sign on the machine.
# Email a staff member with a description of the issue. They will then forward the information to the group responsible for the machine (Note to staff: Please email aaron.ng@ubc.ca regarding any issues with this machine).

See "Other Services" tab in the blog to learn how to submit a ticket.

Learning Commons:Chapman Learning Commons/Software Troubleshooting

2025-12-05T23:38:28Z

DanielMurphy:

== Computers Quick Guide ==
[https://learningcommons.ubc.ca/our-space-equipment/use-our-computers/ To learn more about out computers visit this page] (open to the public)

Notes:

* Computers along the wall of the heritage core are attached to scanners.

== Full List of Computer Software ==
[https://services.library.ubc.ca/computers-technology/public-computers Click here to see a full list of the software we have.]

Key notes:

* Lockdown browser can be installed on any of our 3rd floor PCs
* Macs and PCs have Zoom capability
* Macs have Adobe Creative Cloud, Audacity, Final Cut Pro, GitHub, Redcine, VideoScribe (many other places on Campus do not have this)

== Mac Computer won't turn on? ==
Follow these steps if a Mac Computer in the Heritage Core won't turn on:

# [[File:Mac Power button.jpg|thumb|Image of a Mac power button in the Heritage core]]Press and Hold the power button on the monitor for 3 seconds. If the computer does not restart, proceed to step 2.
# [[File:Mac Power cord.jpg|thumb|Image of a Mac power cord in the Heritage core]]Unplug the power cord at the back on the monitor. Wait 3 seconds, and plug the cord back in. Press and hold the power button for 3 seconds and see if the computer restarts. If not, proceed to step 3.
# Check underneath the table to see if any power cords are unplugged or loose. If not, submit a ticket to IT, specifying the troubleshooting steps that you have already performed.

== General Troubleshooting with PCs ==

Note: Sometimes people change the input selection these so they can plug in their computer (IF YOU SEE IT PLEASE ASK THEM NOT TOO). If they do this and do not fix it the screen appears not to work. Use the buttons on the PC to change the input from HDMI to mDP (Mini display port). If you can, try to fix yourself and not submit a ticket.

== PC Display Input Not Found ==
Follow these steps to change the display input settings:

# [[File:Display input 1.png|thumb|256x256px]]Press and Hold the button on the monitor
# [[File:Display input 2.png|thumb|256x256px]]Toggle through the display input source options
# [[File:Display input 2.png|thumb|252x252px]]Confirm your selection by pressing the same button on the monitor

== Troubleshooting with Dual Display Stations ==
Learn more about the [https://learningcommons.ubc.ca/use-our-computers/ Dual Display Stations] . There are 5 stations on both the 2nd and the 3rd floor.

Ensure that

* Cables are connected to the dock and monitor.
* Both dock and monitor have power
* Plug in user's laptop / tablet/ phone that is not working with this dock into another dock to test if it works there.
* If using a CLC laptop to test further, make sure to write down the number on the top of the laptop ex) Barber-512
* Keep track of what cord you are using to connect --connecting via the USB-C cable to the Dell laptop directly or were you using the USB-A to USB-C adapter that is attached to this model of the docking station
* Restart if needed
** If you end up needing to submit a ticket to IT make sure to record all of this information in the ticket.

== General Troubleshooting with UBC Software ==
[https://ubc.service-now.com/kb_view.do?sysparm_article=KB0017918 See UBC IT guide linked here]

== Adobe Creative Suite ==
Adobe has [https://helpx.adobe.com/ca/support.html videos and step-by-step guides for help] with all of their programs.

Students formerly had access to [https://hr.ubc.ca/career-development/workplace-learning-opportunities/linkedin-learning LinkedIn learning] which has guides about using Adobe. Certain students may be eligible to access this tool through VPL instead.
[[File:Adobe SDL Poster-1-Page-How-to-for-User-Login-Steps-scaled.jpg|thumb]]
Students, Staff & Faculty can learn how to log into Adobe Creative Suite [https://learningcommons.ubc.ca/our-space-equipment/use-our-computers/ '''on our website here'''] - under "Mac Computer Workstations", "Frequently Asked Questions", "Using Adobe Creative Cloud".

NOTE: Students cannot download Adobe Creative Suite onto their personal devices (Staff & Faculty can via: https://ubc.onthehub.com/WebStore/Welcome.aspx). Students have access to Adobe products on the Mac Computers in the Heritage Core.

== Canvas Support ==
[https://students.canvas.ubc.ca/ CTLT: Canvas Student Guide] (start here)

[http://blogs.ubc.ca/commons/files/2020/05/Canvas-Student-Guide.pdf CTLT: Canvas Student Guide PDF]

Feel free to draw on your own experiences using Canvas as well, but if you encounter a question you cannot answer, there are two places that you can '''refer''' folks for more complex questions or issues:

* '''UBC's IT Service Center Help Desk''' (Located in Koerner Library). These folks will support anyone: students, alumni and community users, staff, etc. Patrons can submit a ticket online, or walk-in during opening hours.
* '''Faculty and/or Staff Questions?''' You may refer faculty members and staff to the Centre for Teaching, Learning and Technology (CTLT), located downstairs on the 2nd floor of IKBLC. They will handle more complex questions related to faculty or staff members' use of Canvas (for example, if a faculty member wants to implement a certain extension into their Canvas course so their students can upload videos as assignments).
* A note on '''Canvas File Size:''' Patrons can have issues uploading a file during exams as the file may be too large. Canvas has a limit to the size of file you can upload. [https://canvas.gsa.ac.uk/courses/149/pages/file-upload-size-limits?module_item_id=34408 Read about Canvas file size limits here]. The following method of lowering file size, on Mac only, '''DOES NOT''' require any third party application.
# Record your video
# Drag it to the desktop
# Right click and select “Encode Selected Video Files”
# Change it to ‘ H.264 480’
# Click ‘Continue’

Here is a list of questions we could ask patrons if they have Canvas issues on Chrome (or Firefox and IE but with Private Browser and InPrivate window respectively):

# What browser are you using?
# Is the browser up to date?
# Have you enabled cookies?
# Clear your browser cache and cookies.
# Use your browser in incognito mode.
# It's most likely that the problem is caused by a extension. Disable all extensions.
# Enable your extensions one by one.

Source: https://community.canvaslms.com/t5/Question-Forum/Canvas-browser-problems/td-p/126690
== Kaltura ==
[https://isit.arts.ubc.ca/tool/kaltura/ Arts ISIT Kaltura Guide]

[https://vimeo.com/452341489/ea1205940d Find a recording of a Kaltura Capture and Media Management Training Session here.]

== Lockdown Browser ==
Lockdown Browser is on all PC's at the Chapman Learning Commons, Level 3. Or they can rent a laptop and install it on that and take their exam wherever. Extended loans will usually be approved upon request for this purpose.

== Microsoft Programs ==
Microsoft has a [https://learn.microsoft.com/en-us/training/ training centre] for all of their programs. They also have a [https://support.office.com/ support page].

[http://blogs.ubc.ca/commons/files/2020/08/Microsoft-365-Download-Guide-.pdf Microsoft 365 Download Guide]

'''Issue with Licensing?''' [http://blogs.ubc.ca/commons/files/2021/09/Microsoft-Office-Licensing-Guide.pdf SEE OUR CLC MADE GUIDE JUST FOR YOU]

'''Microsoft One Drive'''

[https://it.ubc.ca/services/web-servers-storage/microsoft-onedrive Microsoft One Drive]

[https://keeplearning.ubc.ca/technologies/?login OneDrive student information + guide]

[https://keeplearning.ubc.ca/setting-up/?login OneDrive plug in tech prep section]

[https://keeplearning.ubc.ca/faq/?login OneDrive student FAQ]

'''Microsoft Teams'''

[https://it.ubc.ca/services/email-voice-internet/microsoft-teams Microsoft Teams Guide]

[https://keeplearning.ubc.ca/technologies/#teams Teams student information + guide]

[https://keeplearning.ubc.ca/learning-tips/#group-work Teams plug in group work section]

[https://keeplearning.ubc.ca/faq/#teams Teams student FAQ]

'''Microsoft Word'''
{| class="wikitable"
|+
!Problem
!Solution
|-
|Paragraph symbol and dots in between words.
|Hold "Control" + "Shift" + "8"
OR

Go to the Office icon --> Editor options --> Display - uncheck everything in the show list
|}

== Wordpress ==
We can provide basic Wordpress support: creating pages; editing pages; adding media (images, videos); and ordering pages/creating menus. These resources might help:

[https://wordpress.org/support/article/wordpress-editor/ Using the Wordpress Editor: https://wordpress.org/support/article/wordpress-editor/]

Back-End menu navigation: https://wordpress.org/support/article/first-steps-with-wordpress/

Uploading Media: https://wordpress.org/support/article/inserting-images-into-posts-and-pages/

'''Some more information about menus:'''

Adding Menus and Pages Pages: http://en.support.wordpress.com/menus/#adding-pages

Changing the Order & Creating Sub-Menus: [https://wordpress.com/support/menus/#changing-the-order-creating-sub-menus http://en.support.wordpress.com/menus/#changing-the-order-creating-sub-menus]

== Zoom ==
[http://blogs.ubc.ca/commons/files/2020/05/Zoom-Student-Guide.pdf CTLT: Zoom Student Guide]

[https://support.zoom.us/hc/en-us/articles/360027397692-Desktop-client-and-mobile-app-comparison Zoom on Computer vs. Mobile- App Comparison of Capabilities]

'''A note on Zoom:''' Faculty can now schedule Zoom meetings from within their Canvas courses and will allow students to access class sessions and recordings from within Canvas as well. Instructors can add the Zoom tool to their course by adding it to the Course Navigation under settings.

We are working on updates to the Zoom tool guide for instructors and to the Keep Teaching website and will provide those links when they are available. Note that this integration does not allow for single sign on between Canvas and Zoom and instructors will still need a Zoom account in UBC’s Zoom instance to utilize the integration.

'''How to update:''' Zoom does not automatically install updates. If you already have the Zoom desktop client installed, you can check for updates:
# Sign in to Zoom desktop client.
# Click your profile picture then click '''Check for Updates'''.
# If there is a newer version, Zoom will download and install it.
Alternately, you can manually download an update without checking your desktop client by going to: https://support.zoom.us/hc/en-us/articles/201362233-Upgrade-update-to-the-latest-version (Links to an external site.)

In the Learning Commons, patrons can download Zoom, Lockdown Browser, etc. on the PC computers '''only'''. The Mac workstations require an admin password so patrons can not download software onto them.

'''New Features w/ version 5.3:''' A complete list of newly added/patched features can be found on the Zoom release notes website (Links to an external site.).

'''Self-select a Breakout Room:''' The host can now create breakout rooms with the option for participants to self-select which breakout room they would like to join. If enabled, participants can move freely between breakout rooms, without needing the host’s help. Both the meeting host and participants need to be on Client 5.3.0 or later to self-select Breakout Rooms.

'''Additional meeting reactions:''' Meeting participants can now react with a heart, surprised face, laughing face, or party emoji.

'''Virtual Background support for Android:''' Android users can now utilize the virtual background feature. This feature requires Android 8.0 or higher and a processor with 8 or more cores.

Sandbox:Chapman Learning Commons Assistant Orientation/performancereviews

2025-10-21T16:56:40Z

DanielMurphy:

== Prepare for Your 1-1 Meeting ==
1-1s are a chance for us to meet and talk about your experience in the role, set some goals, and address any questions or concerns you may have. Know that this is ''your'' time, so come prepared with a plan of what you want to talk about. Prior to our scheduled 1-1s, we may send a survey for you to fill out as you self-reflect. We invite you to schedule additional check-ins to talk about your project work, professional goals, progress in the role, and any additional questions or concerns you might have.

Some possible things to be thinking about:

1. Your long term career goals and how you can utilize your experience at the CLC to best achieve those.

2. Project work updates: where are you at, what's working, what's not? What can we do to support you?

3. What's working well in the Learning Commons? What could be improved? What have you noticed in the space this term?

4. What are some other professional development opportunities the staff team could provide?

5. If lateness has been an issue for you, please come prepared with some strategies for ensuring this doesn't happen anymore.

== Autumn 2025 One-on-One Meetings ==
Step 1: Fill out [https://ubc.ca1.qualtrics.com/jfe/form/SV_d1lRXy19EC04riu this form] to book a meeting time

Step 2: Fill out the Self Reflection Assessment Document (download from the form)

Step 3: Send your completed Document to Daniel '''3 business days''' ahead of your meeting

== Prepare for Your Performance Review ==
The performance review is a midway meeting for yourself and your supervisors to reflect on your performance so far, and your goals moving forward as a CLC PA.

Prior to every performance review, we will send out a performance review '''self-assessment document''' (in the form above) for you to fill out. Find a CLC PA to buddy with you for the second page. You only need to ask one other CLC PA to provide you feedback. This can be someone you work with on desk OR someone you have done project work with. If you are asked to review more than 2 other CLC PAs please chat with Daniel first.

We will distribute a link for everyone to sign up prior to the performance reviews.

Sandbox:Chapman Learning Commons Assistant Orientation/lendingprocedures

2025-10-02T19:26:15Z

DanielMurphy:

'''Before you begin…''' Breathe. Take your time. If you’re calm, the patron will be calm, too :)

== Before Lending Procedures ==
* ''Greet the patron when they come to the desk!''
* If they are asking for equipment, ensure you know exactly what they need (i.e. Magsafe or Magsafe 2 chargers, VGA vs HDMI adapter)
* The patron must have a physical or digital UBC card, or library card to be able to borrow equipment.
* Lending Agreement Form: Check the 'notes' section of Voyager to see if they have signed a lending agreement form. If they haven't, ask them to sign one and double check that all sections are filled out correctly before bringing it to Circulation to file away.
** Exceptions: Patrons do not need to sign a lending agreement form for '''same-day loans (loans due back by end of day).''' This includes headphones, adapters, chargers, and office supplies.
** Laptops have a separate laptop lending agreement form.
* For equipment:
** Ensure ''ALL'' pieces are present before lending it out AND the barcodes on the equipment match the bag. Make sure patron is aware of all the pieces.
** Do not loan out more than 1 of each item without consulting a staff member first. Patrons can loan out multiple different types of items at the same time.
*On Voyager:
** [[File:VoyagerOptionsSettings.png|thumb|Your Voyager Session Preferences should look like this. ]]Make sure you have changed your preferences so that the app does not try to print a receipt. Voyaver Circulation > Options > Session Preferences > Uncheck boxes for 'Print Hold Slips' and select 'No Due Date Slip'.
*When mentioning the due date to the patron, please refer to the sticker on the item. (i.e. 24 hours). Do not refer to the due date on Voyager.

== Items are Returned Procedures ==
* ''Greet the patron when they come to the desk.'' Ask them to wait at the desk while you inspect the item.
* Inspect the equipment and ensure that ALL parts of the item are there
* Ask them if they had any problems with the item they borrowed. ''If there was an issue let a staff member know.''
* If an item is damaged, do not check it in Voyager!!! Inform patron staff must review. Fill in an item issue form and bring it to the back, and put it on the broken equipment desk. A follow up email is also helpful (see "Reporting an Issue" [https://blogs.ubc.ca/commons/professional-communication/ here]).
* '''Returning Items:'''
* CLCA must check all parts of any loaned item are returned and functioning. – be sure to check the item’s checklist if it has one. '''DO NOT''' check the item back in aka "discharge" if something is missing or not working. Once approved by the CLCA, the item can be discharged from Voyager.
**'<nowiki/>''Voyager:''' If item has ''all pieces'' and is working: scan the barcode of the item in Voyager to discharge: ''make sure it reads 'Discharged!''' If you are unsure click item. The item should pop up and say discharge. This is very important. [i.e. Do not just 'trust' the beep.]
** Place the item in its corresponding bag if applicable (make sure that the barcode on the item and bag match!!!) and return the item to the equipment cabinet.
*** Laptop is returned: make sure to [https://blogs.ubc.ca/commons/ipads/ “yellow disk”] it and plug it in to charge. (You do not need to yellow disk Employee loaner laptops)
*** iPad returned: make sure to "clear" it. Directions are under the 'iPads' tab in the equipment lending tab on the blog.
* '''NOTE''': Patrons must wait 1 hour between returning an item and loaning out the same piece of equipment (i.e. if a patron returns a laptop at 12:00pm, they must wait until 1:00pm to loan out another one)
* '''Fines:'''
* If the patron has fines, be sure to let them know how much the fines are. They can pay these online or at the Circulation Desk.
* If the patron has an issue with any of the fines, let them know they can appeal the fines by filling in an appeal form online [https://services.library.ubc.ca/borrowing-services/loan-policies-and-fines/ubc-library-fines-appeal-form/ here].
* Be sure to jot down all details of the interaction: Patron’s ID number, time and circumstances of the late return, barcode of the item and e-mail these details to the Learning Services Librarian and Senior Program Assistant

== Item Returns & Closing==
*''CLCAs are expected to accept item returns right up until closing.'' '''Do not leave the desk early!'''
*If you do not have enough time before closing to inspect an item properly, do not discharge it. Inform the patron that the item will be dealt with the following morning and bring it to room 318. Leave it on Daniel's desk with an item issue sheet explaining that it has not been discharged and note the date and time of its return.
*If the scenario above occurs on a Friday evening or Weekend, send a message to the next opening CLCA informing them of the situation. After inspecting the item properly and confirming that it is not broken or missing any components, the opener can then ask MAA staff to discharge the item the following morning.
*''CLCAs are NOT expected to accept items after closing.'' If a patron attempts to return an item after closing, please inform them that they will have to return the item the following morning instead.

==Renewing Items==
Now that we offer all equipment on a first come first serve basis, patrons can renew items themselves (up to the maximum loan time). Check the [https://blogs.ubc.ca/commons/loan-chart-reference/ loan chart] or the [https://learningcommons.ubc.ca/borrow-equipment/ borrowing equipment page] for specific renewal times for items.

'''No items can be borrowed for longer than the standard loan time including renewals'''. This is to ensure that our first come first served model can provide equitable access to our equipment for all patrons.

It is always best to educate patrons on how to renew their own items so that they can do it for themselves in the future.

'''How to renew items:'''

Instructions also found here: https://learningcommons.ubc.ca/changes-to-equipment-bookings-faq/

#Visit the library home page: library.ubc.ca
#Click on the ‘Log In’ button on the top right corner of the screen

#Select ‘My Library Account Login’.

#Log in using one of two methods:
#*'''CWL Login:''' Press the Blue ‘CWL Login’ Button and log in with your CWL username and password. You may need to use Duo Multi-Factor Authentication.
#*'''Standard Library Login:''' Enter your library barcode (found on the back of your UBC card) and your pin. If you forgot your pin, you can reset it using your library barcode and your email address.
#*Once you are logged in, you will see all the items you have borrowed. To renew a specific item, select the item and click on the yellow ‘Request Renewal’ button.
#The new due date will be reflected under the column for ‘Due date’.
#*If your item is not eligible for renewal, the attempt will be unsuccessful and an error message will show up.
'''Renewing items on Voyager:'''

If a patron is in a rush or doesn't know how to renew, you are welcome to do it for them via Voyager. You're encouraged to teach patrons how to complete the process themselves.

The patron does not need to bring the item with them for you to renew.

Renewals are only allowed on some items. All the information is on the equipment loan chart.

#On Voyager Circulation, select 'Patron'
# Scan the patron's barcode or enter their library card number
#Select the card catalogue item to see their charged items (i.e., the items they have checked out). [[File:ChargedItemsIcon.png|thumb|Charged Items Icon]]
#Select the item they want to renew. The selected item will be highlighted in blue.
#[[File:Image (5).png|thumb|Renew Only]]Press the 'Renew Only' button.
#Double check that the new due date has updated.
#*Voyager will stop you if a renewal is not possible!

==Returning Items Marked 'Lost'==
Items are automatically marked lost by Voyager lost once they have been overdue for a certain amount of time. You will know that an item is ‘lost’ once you try to discharge through Voyager.

'''Important''': Patrons will not always tell you that their item is very overdue or lost. '''Pay close attention to the Voyager pop-ups and notices.'''

*Greet the patron. Ask them to wait at the desk until the process is complete.

===Step 1: Call Staff & Check for damage===

*CLCA must call a staff member to help with the return and check all parts of any loaned item are returned and functioning. – be sure to check the item’s checklist if it has one. DO NOT check the item back in aka "discharge" if something is missing or not working. Once approved by the CLCA, the item can be discharged from Voyager and (if reserved) LibCal.
**'''If item is missing pieces or damaged:''' If an item is damaged, do not check it in Voyager!!! Inform patron that staff must review. Fill in an item issue form and bring it to the back, and put it on the broken equipment desk. A follow up email is also helpful (see "Reporting an Issue" [https://blogs.ubc.ca/commons/professional-communication/ here]).
***Item issue forms are found in the stationary cabinets (first drawer).

===Step 2: Discharge on Voyager===
''This will look different to discharging regular items. Follow the steps below.''

*If item has all pieces and is working: scan the barcode of the item in Voyager to discharge
*'''Pop-up 1 - 'Item marked as 'Lost<nowiki>''</nowiki>:''' The screenshot below shows a pop-up on Voyager. This indicates that the item has a ‘lost’ status. Make sure you thoroughly inspect the item for damage. '''If no damage, Select 'OK'.'''
**If damaged/missing pieces: Select 'Cancel' and proceed with Item Issue Form, informing patron that further inspection is necessary.[[File:VoyagerPopUp1.png|thumb|Pop-up 1: Voyager lost item status|none]]

* '''Pop-up 2 - 'Remove Lost Item Status?':''' Select ''''Yes'''<nowiki/>'. We want the lost status removed so that the item will be marked available for other patrons.[[File:VoyagerPopUp2.png|thumb|Voyager Pop-Up 2: Remove Lost Item Status?|none]]

*'''Pop-up 3 - Checkboxes:''' This pop-up asks you whether to remove the lost item replacement fee and the lost item processing fee.
**'''Select 'OK', and leave the boxes checked, as we DO want to remove the fees. This means they will not be charged a replacement fee for losing the item.''' If you change the boxes and uncheck them, the patron will receive fees for the lost item despite having returned it. This does not affect overdue fines. [[File:VoyagerPopUp3.png|thumb|Voyager Pop Up 3: Remove Lost Item Fees?|none]]

*'''Pop-up 4 - Outstanding Fines:''' This pop-up may appear, indicating that there are overdue fees.
** '''Select 'OK'.''' Explain to patron that they will still have late fees on their account. '''Refer them to the fine appeals form and let staff know about the interaction''' (Patron ID number, time, circumstances of late return, barcode of the item, in an email to the Learning Services Librarian and Senior Program Assistant
** Please ensure that you’re mentioning that the fines are related to the specific item being returned late. Ask the patron if they would like their account to be checked for any additional fines. - Hailey, 2025
** When patrons have booked a laptop, check to make sure it’s working and charged before they come to pick it up! Likewise, do the same for one of the 24hr laptops in case a patron needs one during the day. It saves a lot of time when charging them out. – Angela R, August 2023
** When discharging equipment, make sure to check all the pockets and zips to see patrons don’t leave another equipment like adapters and mouse in them as they sometimes don’t return equipment separately.- Manya. November 2024
** [[File:VoyagerPopUp4.png|thumb|Voyager Pop up 4: Overdue fines|none]]

*'''Normal Discharge Window:''' You should now see the discharge window as it regularly appears. You will likely not see a dollar amount for patron fines - this is okay, the patron's fines will still show up on their account. See instructions below on how to check a patron's account for fees. [[File:VoyagerDischargeWindow.png|thumb|Voyager Discharge Window: Likely no fees will appear, but the patron will still have overdue fees on their account.|none]]
*'''Need to check a patron's account for fines?''' It's a good idea to check a patron's account to communicate with them how much they owe in fines. Step-by-step instructions:
**If you still have the discharge window open, select 'Patron' on the top Voyager tab. You will then see the patron's account information.
***The green dollar sign symbol represents fines and fees. You can click on this to see a detailed breakdown of all their fines.
*** Communicate the dollar amount to the patron.
***Refer them to the fine appeals form if there are any issues and report the issue to staff.
**If you closed the discharge window:
***In Voyager, select 'Patron'.
***In 'Patron Search', select 'Barcode' to search by library card barcode.
***Scan the patron's library card.
***Click on the green dollar sign.
***Communicate the dollar amount to the patron.
***Refer them to the fine appeals form if there are any issues and report the issue to staff
===Step 4: Let staff know that a lost item has been returned.===

*Details to note: Patron ID number, Item Barcode, Date, Time and Circumstances of Late Return, and whether they will be submitting a fine appeal form.

==Wipe Memory Cards (Camcorders/Cameras/GoPros)==
When lending equipment (camcorders/cameras/GoPros etc.) remind the patron that the device contents will be deleted. Ask them to clear the memory card themselves. When they return the equipment, double check that the memory card is cleared.

To clear a SD Card on any returned camera equipment:

1. Press the MENU button

2. Select 'Settings' or 'Setup'

3. Select 'Format'

This should do the trick to clear all data for the next patron!

==Equipment Loan Chart ==
Refer to the [https://blogs.ubc.ca/commons/loan-chart-reference/ chart at the desk/ on the blog] that lists all the equipment we loan, the details of who can borrow it, the loan period, and fine rates.

Remember:

*"End of Day" loans are due back ''the same day you loan them'' a half hour before closing! If they need an extension ask a staff member.
* 24 Hour or "1-day" loans are due back exactly 24 hours from when they are loaned out. In some cases, you might need to add on a few hours if the desk is not open at the time they are supposed to return it.
*Don't share the loan chart with patrons
==Maximum Laptop Loans ==
Note that we do enforce a policy of 10 laptop loans ''per patron per term''. This is to ensure that individuals are not monopolizing access to these electronic resources. Please do not loan laptops to patrons who have exceeded this maximum without staff approval.

Patrons who have currently exceeded 10 laptop loans between September 1st, 2025 to December 31st, 2025:

*Adelina Xu, BC: 29424836898568
== Item did not get returned aka "Bad Discharges" / Fines==
Here are the procedures for a bad discharge/ patron complaints when they have a fine- when a CLCA goes to charge a piece of equipment and realizes it was never discharged:
*'''Email the Learning Services Librarian and Senior Program Assistant''' - Include
**Students name and/or student number
** Student barcode
**What the item is (eg laptop)
**Item barcode
**Ask the student to share the time they say they returned the time (and share that information with us).
* Inform the student that reviewing their information can take 1-2 business days, but if their fine is under $50 they can still use library services ( ie check out more equipment).
*They can also submit a Fine Appeal Loan Form - Link is in quick links on the blog.
*If the student is visibly upset: give them a staff member's card to contact them directly (NOTE: staff members will not initiate emails with patrons)

==Sending staff a message about a loaning issue? Use this format!==
Date of Interaction:

Time of Interaction:

Patron Name:

Equipment Name & Barcode (last 4 digits):

Is this message… General or Urgent?

Message: ''please use bullet points''

==='''Here is an example message:'''===
Date: Monday, April 3

Time: 11:03am

Patron: Spongebob SquarePants

Equipment: Handheld Mic (5712)

General

Message:

*brought microphone back late (due at 9am on Monday, April 3) & received fine
*said brought late due to illness
*patron will fill out fine appeal form
==CLCAs Borrowing Equipment==
As a UBC student, you are absolutely welcome to borrow the equipment that the CLC offers, during the hours we are open. Please just remember to keep the following in mind:
*Loan out the equipment properly- with your UBC Card. Do not just grab the piece of equipment you need.
* Only loan out equipment during our operational hours.

==NO CLCA at the Desk ==
Occasionally there will be no CLCA at the desk - either due to single staffing or both CLCAs leaving the desk to help patrons. In this event, the last CLCA to leave the desk unattended should '''''always''''' inform MAA staff how long they will be away, even if it is just for a few minutes.

==Important Notes ==
* When logging into Voyager make sure to use CWL and chose password. Choose "CLC (IKLBC) circulation". Once logged in select "Options" from the top tab. Choose "No Due Date Slip" '''[See video below]'''
*When loaning out scissors, ask the patron if they are using them at the desk or away from the desk. If they just need to use them at the desk, you do not need to scan the scissors out in Voyager.
*Items given out freely / without ID: Scrap Paper & Golf Pencils.
*Items we do not have / give out: Blank paper; pens (unless they are our CLC pens): and be selective about earplugs- these are only for construction/loud events!
*Patrons will have to go to Staples or the UBC bookstore should they have any additional stationery needs.
*If a Patron returns a "LOST" item, check it back into Voyager and wait for a pop up to appear with two boxes. The boxes will be labelled 1) "remove item late fee" and 2) "remove item replacement fee". ''Do not un-check these boxes'', please press the "Accept" pop-up and continue to discharge the item back into inventory. Let a staff member know when an item comes back as 'Lost'.
*Please ensure that, when signing in to Voyager, you select UBC and not Training / Testing. Training / Testing mode does not connect to the server and will not allow any charges or discharges to be recorded.

Learning Commons:Chapman Learning Commons/Shift Swaps and Vacation Requests

2025-08-27T19:45:36Z

DanielMurphy:

== Shift Swaps ==
The [mailto:clc.staff@ubc.ca clc.staff@ubc.ca] email is your primary contact about the schedule. Before contacting staff you must follow all the guidelines below.

'''Before Considering a Swap'''

* You are in charge of your shift swaps, not the CLC Staff. Reach out to the CLC Staff via email to request a swap only after you have found someone to swap with.
* Swaps must happen for a legitimate reason (direct conflict with a work/volunteer/club/school commitment/religious observation or date of significance)
* Shift swaps are not official until approved by a staff member.

'''Rules for Requesting a Swap'''

* Contact/email the CLC Staff email to confirm that the swap works. Rules for email:
** All communications must occur over email.
** Include the CLC PA who you are swapping with on the email.
** Shift swap requests must be emailed a minimum of 48 hours business hours before (aka Monday to Friday) ; more is preferred. Do not send emails on the weekend for a Monday or Tuesday shift swap with expectation of approval.
** Staff will respond if it is approved and change the schedule accordingly for you. Only after you receive an email is your swap approved.
* If your shift is not approved you are responsible for coming to work, on time.
* Shift swaps that occur without staff approval will not be tolerated. Doing so will constitute an official warning.
* If needed: Do a callout to all CLCAs for shift swaps via the group email (CLC-MAIL@LISTS.UBC.CA).
'''Parameters for Shift Length and Timing'''
* No more than 10 hours per week (20 in summer) (including staff meetings and project work).
* No more than 2 hours during the day (3 max) during the academic year and 4 hours in the evening/weekend/summer.
** We also do not allow shifts of 1 hour only.
* No split shifts (opening/closing on the same day). You cannot exceed 4 hours of work per day.
* Swap within the same calendar week (Sunday-Saturday). Shift swaps must occur within the same pay period.
* "Like for Like"- If you need to switch a two hour shift, you must swap for another two hour shift. This is to ensure that nobody exceeds their weekly hours.
* 3+ way shift swaps are messy so avoid these if possible (though we will consider them if there are no other options).

'''After Hours/ Emergency Swap'''

* Weekend shift swap requests must be sent before 3:00pm on Friday at the latest. If Friday is a holiday, request must be sent the previous working day at 3:00pm
* If an emergency swap (due to illness, etc.) occurs after the desk has closed, please email clc.staff@ubc.ca. If it is during the weekend, it is also advisable to call Sarah/Hailey if the CLC desk is open.

'''Other Shift Rules'''

* Ensure all your shifts are scheduled into your phone/computer/email calendar as the schedule may change from week to week.
* Arrive a minimum of 5-10 minutes before your shift (see below if you have an opening shift). Inability to do so more 1+ times will constitute an official warning.
* You must arrive at least 10 minutes early to opening shifts as the desk must be fully set up (phone on, computer signed in, cabinets unlocked) and open to help patrons at the start of the hour.
* Requests for multiple shift swaps, especially within a short time frame, may not be approved. Shift swap approvals are at the discretion of the staff team.
* We will do our best to accommodate shift swaps related to academic and religious observations. Please reach out to the staff team if you have trouble arranging a shift swap for these reasons.

== Requesting Time Off ==
Due to operational needs, time off requests for the Winter Terms will only be considered during the following times:

* Reading Week(s)
* Last week of exams/during intersession

In the Summer Terms, we require a '''minimum of 3 weeks notice''' for time off requests (if you can notify us sooner, that's even better!).

'''Any requests for time off within the above parameters should be done as soon as possible. Time off is dependent on availability of all staff/student staff.'''
* You must submit a detailed leave request to the Learning Commons Coordinator and the Alex (cc program assistant)
*'''Do not book tickets until you have confirmation from your supervisors!''' Leave requests are only requests until they are approved.
* If you take time off for winter break, other student staff will get priority over reading week and vice versa.
* Requests are first come, first served and not guaranteed to be approved.
* Leave is not paid.
* If you need to request time off for medical reasons/special consideration/emergency please talk to the Learning Commons Coordinator and / or Alex ASAP.

'''Sample leave request:'''

Email Title: ''Jimmy McCLCA Requests Time off''

Email Body: ''I, Jimmy McCLCA would like to request time off for X reason. Dates Requested: Dec 19th-31st''

'''***Do not book airline tickets before requesting the time off. Failure to do so may result in [https://blogs.ubc.ca/commons/role-requirements/ formal warning]!***'''

Learning Commons:Chapman Learning Commons/Shift Swaps and Vacation Requests

2025-08-27T19:42:23Z

DanielMurphy:

== Shift Swaps ==
The [mailto:clc.staff@ubc.ca clc.staff@ubc.ca] email is your primary contact about the schedule. Before contacting staff you must follow all the guidelines below.

'''Before Considering a Swap'''

* You are in charge of your shift swaps, not the CLC Staff. Reach out to the CLC Staff via email to request a swap only after you have found someone to swap with.
* Swaps must happen for a legitimate reason (direct conflict with a work/volunteer/club/school commitment/religious observation or date of significance)
* Shift swaps are not official until approved by a staff member.

'''Rules for Requesting a Swap'''

* Contact/email the CLC Staff email to confirm that the swap works. Rules for email:
** All communications must occur over email.
** Include the CLC PA who you are swapping with on the email.
** Shift swap requests must be emailed a minimum of 48 hours business hours before (aka Monday to Friday) ; more is preferred. Do not send emails on the weekend for a Monday or Tuesday shift swap with expectation of approval.
** Staff will respond if it is approved and change the schedule accordingly for you. Only after you receive an email is your swap approved.
* If your shift is not approved you are responsible for coming to work, on time.
* Shift swaps that occur without staff approval will not be tolerated. Doing so will constitute an official warning.
* If needed: Do a callout to all CLCAs for shift swaps via the group email (CLC-MAIL@LISTS.UBC.CA).
'''Parameters for Shift Length and Timing'''
* No more than 10 hours per week (20 in summer) (including staff meetings and project work).
* No more than 2 hours during the day (3 max) during the academic year and 4 hours in the evening/weekend/summer.
** We also do not allow shifts of 1 hour only.
* No split shifts (opening/closing on the same day). You cannot exceed 4 hours of work per day.
* Swap within the same calendar week (Sunday-Saturday). Shift swaps must occur within the same pay period.
* "Like for Like"- If you need to switch a two hour shift, you must swap for another two hour shift. This is to ensure that nobody exceeds their weekly hours.
* 3+ way shift swaps are messy so avoid these if possible (though we will consider them if there are no other options).

'''After Hours/ Emergency Swap'''

* Weekend shift swap requests must be sent before 3:00pm on Friday at the latest. If Friday is a holiday, request must be sent the previous working day at 3:00pm
* If an emergency swap (due to illness, etc.) occurs after hours or on a weekend, please text the Learning Commons Coordinator. Staff do not check emails over the weekend so your shift must be approved over text or phone!

'''Other Shift Rules'''

* Ensure all your shifts are scheduled into your phone/computer/email calendar as the schedule may change from week to week.
* Arrive a minimum of 5-10 minutes before your shift (see below if you have an opening shift). Inability to do so more 1+ times will constitute an official warning.
* You must arrive at least 10 minutes early to opening shifts as the desk must be fully set up (phone on, computer signed in, cabinets unlocked) and open to help patrons at the start of the hour.
* Requests for multiple shift swaps, especially within a short time frame, may not be approved. Shift swap approvals are at the discretion of the staff team.
* We will do our best to accommodate shift swaps related to academic and religious observations. Please reach out to the staff team if you have trouble arranging a shift swap for these reasons.

== Requesting Time Off ==
Due to operational needs, time off requests for the Winter Terms will only be considered during the following times:

* Reading Week(s)
* Last week of exams/during intersession

In the Summer Terms, we require a '''minimum of 3 weeks notice''' for time off requests (if you can notify us sooner, that's even better!).

'''Any requests for time off within the above parameters should be done as soon as possible. Time off is dependent on availability of all staff/student staff.'''
* You must submit a detailed leave request to the Learning Commons Coordinator and the Alex (cc program assistant)
*'''Do not book tickets until you have confirmation from your supervisors!''' Leave requests are only requests until they are approved.
* If you take time off for winter break, other student staff will get priority over reading week and vice versa.
* Requests are first come, first served and not guaranteed to be approved.
* Leave is not paid.
* If you need to request time off for medical reasons/special consideration/emergency please talk to the Learning Commons Coordinator and / or Alex ASAP.

'''Sample leave request:'''

Email Title: ''Jimmy McCLCA Requests Time off''

Email Body: ''I, Jimmy McCLCA would like to request time off for X reason. Dates Requested: Dec 19th-31st''

'''***Do not book airline tickets before requesting the time off. Failure to do so may result in [https://blogs.ubc.ca/commons/role-requirements/ formal warning]!***'''

Sandbox:Chapman Learning Commons Assistant Orientation/Equipment Troubleshooting

2025-08-27T19:35:30Z

DanielMurphy:

'''Before you begin…''' Breathe. Take your time. If you’re calm, the patron will be calm, too :)

== Item did not get returned aka "Bad Discharges" / Fines ==
Here are the procedures for a bad discharge/ patron complaints when they have a fine:

* Inform the student that reviewing their information can take 1-2 business days, but if their fine is under $50 they can still use library services ( ie check out more equipment).
* If the patron would like to appeal the fine:
** Step 1: The patron '''must''' fill out a [https://services.library.ubc.ca/borrowing-services/library-account/my-library-account-assistance/?login?login Fine Appeal Form] if they would like their case reviewed
** Step 2: '''Email clc.staff@ubc.ca''' - Include:
*** Students name and/or student number
*** Student barcode (i.e. Library Number)
*** What the item is (eg laptop)
*** Item barcode
*** Ask the student to share the time they say they returned the time (and share that information with us)
*** Any additional details (for example, was the patron sick? was there bus delays?)

== Broken Equipment ==
# Test to see if the piece of equipment is actually not working. (ie, test the charger).
# If broken, fill out an item issue sheet and place it in the item bag. The item issue sheet can be found in the far right cabinet, with the opening and closing equipment, in the middle shelf all the way in the back.
# Place the item (w/ bag and slip) on the Equipment Graveyard Desk (behind Daniel's desk).
[[File:Item_Issue_Sheet.png|none|thumb|Item Issue Sheet]]

== Missing Part OR Patron Tries to Replace a Part ==
'''DO NOT''' discharge it! Instead:
# Tell the patron that because a piece of equipment is missing or replaced, you can’t discharge it due to our policy- even if they claim that it was like that when they got it.
#* Example: “I’ve noticed that this isn’t our cord, as we label our cords with colourful tape. My manager told me that we can’t check in a cord that doesn’t match ours.”
#* Example: “I see that the memory card is missing from this camera. Due to our policy I won’t be able to check this item back in with a missing piece.”
# Give them Alex's or the Learning Commons Coordinator card so that they can follow up with us about the missing or broken equipment. Tell them that we can answer their questions and concerns.
# Bring the item to the back office, and fill in an item sheet for missing/broken equipment.
Equipment must '''NOT''' be discharged or circulated until we have addressed the issue.

== Patron Has No Card ==
'''Student/Faculty/Staff'''

Ask the patron to pull up their [https://services.ubccard.ubc.ca/home Digital UBC Card](There is a QR code in the binder). If they do not have a physical or digital UBC card, we cannot loan an item to the patron. (No, we can't use their library card number, name, student number, gov ID)

'''Community User'''
# Inform them they can get a community user card for a year at Koerner for $40.
# Call the Learning Services Librarian or Lisa if they continue to push.
'''Alumni'''

They can apply for a card. Show them this page on the [https://services.library.ubc.ca/borrowing-services/library-cards/alumni-cards/ UBC Library website] or tell them to google "UBC Alumni" and "Library card"

'''Other'''

Go to this page and work with the patron to see what group they are in

https://services.library.ubc.ca/borrowing-services/library-cards/

== Patron Card Errors ==
If a patrons card has a message pop up there may be issues with their card. Common errors are as follows:
* “[Patron] barcode is lost”
** Patron card needs to be reactivated. Direct them to Koerner Library.
* “Address Expired”
** Patron needs to update their address. Direct them to Koerner Library.
* Patron has over $50 of fines or a block on their card.
** Pay at MAA circulation OR Koerner circulation.

== Item Appears as Lost ==
When an item is discharged, and a pop-up appears on the screen notifying you that the item is "marked as Lost", do the following:
# '''Do not un-check the boxes that appear'''. This will impact the fines. The Learning Services Librarian will assess fines subsequent to item discharge.
# Inform patron that their fines will be assessed and to check their account in a day or two.
# Do not tell patrons their fines at this moment. If the item is returned within 3 weeks of loan, you can reassure them that they will not be fined for the full item replacement. Direct their inquiries about fines to the Learning Services Librarian.
# '''Inform the CLC Staff''' that a lost item has been returned, and tell them the barcode.

Sandbox:Desk Support

2025-08-27T19:18:43Z

DanielMurphy:

'''Report any and all abusive or disrespectful behaviour to your supervisors immediately.''' If you have an immediate concern for your, or someone else's safety- call Campus Security (2-2222). Security will come by the desk and simply be a reassuring presence if need be.

* If a patron acts inappropriately towards you, and you are uncomfortable serving them; please tell the Learning Commons Coordinator and Alex immediately. We are here to help and can step in if you need to remove yourself from the situation (it '''is''' okay to step away from the desk if a patron is acting inappropriately, but please do alert us if this happens).
* You can call us for back-up.
* You can leave the desk and come to the back office.
* We do need to document these situations. We will ask you to send us an email detailing what occurred. We want to make sure that you are setting boundaries and not doing anything you’re uncomfortable with! Documenting helps us keep track of incidents and helps us stay aware of patrons that may need a reminder of our code of conduct.

==Desk Support (Help!)==
If you find you are having trouble with a difficult patron or need more '''in person''' support in handling a query, the following options are available to you.
===8:00am-4:30pm weekday work hours:===
'''First step: Double check the blog and stay calm.''' The answer can often be found on the blog. Communicate to the patron that you may need a bit more time to look for a solution/answer to their query, and do your best to use the search bar to find the relevant page. Their emergency is not your emergency! ''Tips for searching the blog:''
*Search using one or two keywords (e.g., loan chart, phone charger, etc.) not full sentences or questions.
*Adjust your search if you are not finding the appropriate content by thinking of other possible keywords/synonyms. For example, if you tried searching for information about our cameras using the keyword “camera”, consider searching using related words such as “DSLR”
*Communicate to the patron what you are doing. For example, “I don’t know the answer right now, but I am looking for an answer for you as fast as I can. Thanks for your patience!”
'''If you can't find the answer on the blog (complex questions or issues):'''
*'''Contact CLC staff''' by phone or message us on Teams: We will always come to the desk to assist you if we are available! We are also available over Teams if you prefer to communicate the question/issue over chat.
*'''Call security''' (7-3914) (IKB Security) or Campus Security (2-2222)
**Please never hesitate to call security. They are here to help with a range of situations (building issues, patron issues, safety issues, and more).
*'''Give them the CLC Staff business card, Alex's card, or Daniel's card''' and refer them to contact one of us. It's a good idea to let us know if you think a patron might be contacting us so that we have context ahead of time.
**Example script: “I’m so sorry that I haven’t been able to help you further. Here is the contact information for my supervisor, [Name], who you can reach out to for further help with [ ______].
**Example script: “I understand that you are frustrated. At the moment the best solution I can offer you is to give you my supervisor’s contact information. Here is their business card. You can definitely reach out for help with [ ____ ].”
===After hours and weekends:===
''After hours and weekends are limited service hours. This means that if a patron’s question goes beyond our regular operations (lending out equipment, basic directions, basic printer troubleshooting, etc.), they will need to wait until working hours for us to address the question.''
*Example Script - Patron Follow-up: “I understand you are having issues with _____. We are happy to provide you with further assistance, however we can only do so during regular business hours. I can take down your name and contact information to be sure that we follow up with you about _____.

*Example Script - Handing out business cards: “I understand you are having issues with _____. We are happy to provide you with further assistance, however weekends and evenings are limited service hours, meaning we are only providing basic assistance at this time. Here is my supervisor’s contact information on their business card. You are welcome to contact them, however a reminder that they are only available from Monday - Friday during working hours.”
'''Ensuring we follow up:''' Send an email with the patron’s name, contact info, details of the issue, and date and time of the interaction to the clc.staff@ubc.ca. The next staff member present during business hours will assess how to follow up with the patron.

'''If a staff member asks you to follow up:'''
*When you start your shift, check the CLC PA inbox for any patron follow-ups.
*Read the email left by your fellow CLC PA or staff member carefully. Ask yourself: What does the patron need? What exactly are they looking for? Why would my colleague have had trouble with this question?
*Investigate the issue:
**Check the blog! Use the search tool and try to find a possible answer there.
**Other resources: Learning Commons website, Ask [https://www.askme.ubc.ca/form/s/ UBC Library]
**If you need further support, contact CLC staff for help answering the question.
**If you do not have enough information from the patron: consider following up asking further clarifying questions to the patron directly.
*When answering the patron’s question:
**Reiterate that our weekend and evening hours are limited service hours, and thank them for their patience in responding to their query
**Give as much detail as possible in your response
**Invite them to follow up if they have further questions
====If you need immediate support or back-up:====
''If you have a scheduling issue (you are more than ten minutes late for an evening/weekend shift, you are suddenly sick, or need to leave the desk: '''Call either Sarah or Hailey. If you can't get through to them- email clc.staff@ubc.ca'''''

'''Other issues''': Patron issues are typically not emergencies. Even if a patron is having a loaning issue, is accruing fines, or a similar query that feels time sensitive to them, you can note down their question for follow-up, reassuring the patron that we will follow up during business hours.

'''Who to contact:'''
*Call IKB security (7-3914) or Campus Security (2-2222)
*Use the Scenario cards with MAA circulation staff
**Scenario A- Circulation staff will call security for you (without alerting the patron)
**Scenario B- Circulation staff will come over to support you in letting the patron know that you (CLCAs) folks have done everything we can to support the patron at this time.
*Give them the Learning Commons Coordinator's card, Alex's card, Daniel's card, or Rochelle’s card, and refer them to contact one of us
*If there is an urgent situation: Call Rochelle Mazar at (236) 994 3800
==Dealing with Difficult Patrons==
During your time at the CLC, you may deal with patrons who are upset, angry, frustrated or up against a time crunch. This section is meant to provide some helpful tips to navigating those more difficult interactions. We cannot stress enough that we do not ever expect a student employee to tolerate unsafe, disrespectful behaviour from anyone.

'''Understanding the cause of anger:'''

It is important to recognize why a patron might be feeling angry or frustrated. Here are some common reasons:
*They are embarrassed that they don't know the answer
*They may have already been referred more than once and don't feel helped
*They have not left themselves enough time
*External factors: family, relationships, mental health
'''Setting expectations:'''

Sometimes we can preempt frustration in patrons by setting very clear expectations. Let's say a patron want you to come over to their workstation and show them how to use APA formatting. You can explain that you can get them a citation guide (available online or through a QR code at our desk) and start them on the process. That will show the patron that you are willing to help but that you are not going to do the work for them. The philosophy and approach of the Learning Commons is one of teaching and building capacity in others, not to do someone's work for them. You may tell them that you will set them up at the workstation, and that you'll come check on them if there are any follow-up questions.

'''What to do when someone is becoming frustrated or disrespectful:'''

Some important things to remember:
*Don't stare
*Avoid judgment
*Speak in a calm and clear voice
*Repeat lines of policies and avoid personal statements and judgments
*Confirm that you understand the problem and state what it is you can do to try and help
*Empathize with the patron's situation: "It sounds like you're quite frustrated that you can't get your print job printed. I am going get you logged into a computer and see what might be going on so we can get that printed out for you as soon as possible."
Clearly and calmly state that you are happy to assist if they are willing to calm down and/or be respectful you will continue to help them. An example is below:

"I'm very happy to assist you but if you're going to be disrespectful, I won't be able to help you. I will help you once you have calmed down.

Learning Commons:Chapman Learning Commons/Desk Map

2025-08-22T21:52:56Z

DanielMurphy:

'''Colour Coding'''

Some items are labeled with colourful duct tape to help identify them. Here is what the different colours mean:
* Yellow: Mac & USB-C type adapters
* Red: All other adapters (HDMI, VGA, etc.)
* Green: Items that should be loaned with the inner bag (these items should be double-bagged)
'''Plastic Bags'''

Some items to be loaned with bags are now '''double bagged'''. These are identifiable by their green tape. Please loan the inner bags without barcodes to patrons so we can keep the loss of barcodes to a minimum- but still ask patrons to return them with the items. The inner bags are labeled with the last four digits of the barcode for identification.

Items like chargers ONLY have ONE bag. Please keep the bag and loan out the item.

'''Back Office'''

In the back office (318), there are the following equipment items:

* lighting kit
* staff laptops (in the cabinet under the kettle)
* projector screens
* spare LCD projectors
'''Adapters'''

All of the adapters are stored in small boxes on the appropriate metal shelf. All boxes are labeled with the name of the corresponding adapter/cable types:

* If we are out of USB-C to HDMI adapters, check if there are any USB-C Multiport available
* HDMI adapters are for sound & visual information, while VGA will only transmit visual information

Learning Commons:Chapman Learning Commons/Using the Printers

2025-08-21T18:58:48Z

DanielMurphy:

=== FOR CLCAs ===
{| class="wikitable"
|+
!Category
!Solution
!Images (Optional)
|-
|'''Checking Paper and Toner Level'''
|
# Press 'Check Status' button. Bottom left corner of the screen (Figure 1).
# Press ' Machine Inquiry/info' button. Top right corner of the screen (Figure 2).
# View page for paper and toner levels (Figure 3).

<nowiki>*****</nowiki>Be absolutely sure that the toners are completely empty before replacing them, otherwise they may spill. As seen in the image, the “K: Black” toner is low with only about 1-20% left. Although it is running out, it should be left as it is until that value has reached 0%.
|[[File:Paper level check 1.jpg|thumb|Figure 1|alt=|center|80x80px]]
[[File:Paper level check 2.jpg|thumb|Figure 2|alt=|center|80x80px]]
[[File:Paper level check 3.jpg|thumb|Figure 3|alt=|center|80x80px]]
|-
|'''Detecting Printer Errors'''
|Look for a red warning light located at the bottom-left corner of the screen. An error message should be on the screen with directions. If not, follow the steps below.

# Go to the main menu and click on “Check Status”
# In the new window, go to the “Mach. Status” tab, check what the initial error message is, and click on the “Check” button for more details.

For troubleshooting errors, go to [http://blogs.ubc.ca/commons/2-common-printer-errors/ Common Printer Problems and Errors]
|
|-
|'''Loading Paper'''
|
* '''For black and white printers downstairs:'''
**'''Tray 1 (8.5x11) is unique''':
**# Find the natural bend of the paper and keep that bend down when you load the paper.
**# Load the paper on the Left-hand side (see video) in small segments. Place your hand below the new paper stack when loading it into the tray to keep it flat. Then close the tray (do NOT overfill past the Sharpie-marked lines as it will cause the printer to malfunction).
**# Once you've closed the left hand side, the paper will move to the right automatically.
**# Open the printer again, load the left-hand side again, then close the door.
**# Take care not to exceed the limit of paper, indicated by the Sharpie lines drawn below the orange line.
**# *DO not just load piecemeal or "top up" the paper! When paper needs to be added empty the trays and then add the full amount.
*'''For the colour printers upstairs:'''
** These printers have an external tray.
** Before adding paper remove the top sheet of any paper already in the tray.
|[https://youtu.be/a26YfbG_fYk START BY WATCHING THIS VIDEO]
|-
|'''Loading Toner'''
|
* Toner levels are indicated on the home screen.
* Replacing the toner cartridges is different depending on what kind of printer they are in.

=== Black and white printers ===
[[File:Level_2_Toner.jpg|left|thumb|Level 2 Toner Level|82x82px]]

For the 2 black and white printers on level two, check the black bar on the home screen labeled 'K' to see the remaining toner level.

'''To change toner on black and white printers: (the printer will guide you through the steps)'''
# Swivel the cartridge out to the right
# Twist the empty toner capsule out
# Check for the cap. Twist the new cartridge in.
'''*The toner for the colour machines does not work in the black and white machines.'''

=== Colour printers ===
Colour printers (four on Level 3, one on Level 2) will show the toner levels on the home screen in four bars labeled CMYK (cyan, magenta, yellow, black).[[File:Level_3_Toner.jpg|left|thumb|Level 3 Toner Level]]

'''To change toner in colour printers: (the printer will guide you through the steps)'''

<nowiki>**</nowiki>The 4 cartridges have a different layout than the one black cartridge in the picture.
# Turn the cartridge to the right. Pull out.
# Remove the cap. Push new cartridge in. Turn left to lock.
'''*Only change toner when the machine indicates that the toner is empty, not when it displays as low.'''
|[[File:Black_and_White_Toner.jpg|thumb|Black and White Toner|alt=|center|102x102px]]
|-
|'''Where do I put the empty toner cartridge? (aka I changed to toner)'''
|Talk to the MAA staff on the desk. Ask for them to open the room behind the MAA elevator so you can store the empty toner there (or ask if they can put the toner there)
|
|-
|'''Running out of toner?'''
|Contact the CLC Program Assistant ASAP.
|
|-
|'''CLC Paper Running Low'''
|
* '''During Business Hours:'''
**'''Non-Urgent:''' Call or ask the Program Assistant (or the Learning Commons Coordinator if the PA is unavailable) if they have time to go to the basement and bring up more paper. (This is the best option! Work together to make sure paper is kept stocked so people working alone don't have to scramble.) If the cabinet is only running a little low, fill out the CLC Housekeeping document on the blog, under "Other Sevices".
**'''Urgent:''' Get paper from Staff Office (RM 318). Then call the PA or the Learning Commons Coordinator to ask for more paper. (2-3 boxes can fit into the cupboard)
*'''Evenings, Weekends, and other Lonely Shifts:'''
# Check to see if there is any paper in 318 (the 3rd floor office)
# If there isn't any, go downstairs to Staff Office (RM 318) to check if there are boxes of paper.
#* If the paper is heavy, DON'T try to carry it yourself. Speak to a member of the staff team to locate a cart.
|
|-
|'''Patrons complaining paper printing with streaks'''
|
* Offer the student a refund and tell them to use a different printer for the time being.
* Remove the toner and carefully shake it! Put the toner back in the machine as normal.
* '''Follow up:'''
** Check Teams to see if other folks have had this issue recently - comment on post if made in the last two week OR make your own to report issue to the team.
** Test the printer - using one of the Magic Print cards to print a simple document to see if the error occurs again
** If error continues to occur ( +1 report with 2 weeks) please put in a ticket to Ricoh - add when error was reported internally
|
|}

'''Common Printer Maintenance Problems'''
{| class="wikitable"
|'''Category'''
|'''Issue'''
|'''Solution'''
|'''Images (Optional)'''
|-
|Error
|''Restart: Functional Problem''
|
# Restart printer by pressing on-screen restart button or holding down red physical power button for one second to shut it down(often hidden behind a small cover), and then pressing again to start printer again
# If Step 1 does not resolve the issue. Turn off the machine physically with the power button. Reach behind the printer and unplug power cable and ethernet cable (square-ish cable, small).
# Leave alone for 10-20 minutes for a full power down reset.
# Power on the printer
|
|-
|Error
|''Service Call: Functional Problem''

Error Code: SC542-02
|Note: There is a high likelihood that the printer has already reported the incident to the Ricoh service centre automatically. However, you should still call to double-check with Ricoh.

# Take a picture of the error message displayed on the screen.
# Note down the service code and the serial number of the machine.
# Put up an “out of order” sign (signs can be found under the table behind the desk).
# Refer to the instructions for calling Ricoh in “Step 3: Reporting a problem with the printers (next step)”
|[[File:Service_Call-_Functional_Problem_1.jpg|alt=|center|thumb|81x81px|Service Call- Functional Problem 1]][[File:Service_Call-_Functional_Problem_2.jpg|alt=|center|thumb|79x79px|Service Call- Functional Problem 2]]
|-
|Error
|''Device Functions Inaccessible''
|
# Contact Ricoh immediately and do not attempt to fix
|[[File:Device_Functions_Inaccessible.jpg|alt=|center|thumb|80x80px|Device Functions Inaccessible]]
|-
|Paper Jam
|Can’t find paper to pull out of system
|
# Pull out tray one/two to '''look behind for stuck paper'''.
# Look at other areas not mentioned by system (If System mentions A, look at B as well)
|
|-
|Paper Jam
|Regular Procedure

''Printer Error: “Printer Misfeed”''
|
# Follow the instructions on the screen and remove the misfed paper.

However, there are occasionally incidents of persistent paper jams (ones that reoccur constantly). In this case, you should try one of two troubleshooting methods (or both!):

# Restart the printer
# Remove all the paper from the paper tray in question
# Rearrange the paper (so that they are more neatly stacked)
# Give them a good shuffle, and return them to the paper tray.
|[[File:Printer_Error-_“Printer_Misfeed”.jpg|alt=|none|thumb|85x85px|Printer Error- “Printer Misfeed”]]
|-
|Paper Jam
|Constant paper jamming
|
# Re-insert paper.
# Look for crumpled/creased paper that can cause paper jams.

Belt might need to be cleaned/replaced by Ricoh tech. Contact if necessary.
|
|-
|Refills
|Toner Waste Cartridge full
|Waste toner cartridges for the colour printers can be found in the back office (Room 318). Refilling is similar to refilling regular toner cartridges, but without shaking.

'''NOTE''': For the Black & White printer on level 2 (RC3) – we are not able to replace the waste toner. Please place a service call with Ricoh.
|
|-
|Refills
|Undetected Paper after Refill
|In colour printers, reinsert paper AND/OR restart the printer.

In mono printers, ensure that the right side is inserted first independently of the entire drawer- Push it all the way in, There should be a “click” sound once secured. Only then, push the drawer and the left side in to close.

In both colour and mono printers, ensure that the refilled paper does not go over the marked blacked line, indicating the max refill amount.
|[[File:Paper_Fill_Line.jpg|alt=|center|thumb|107x107px|Paper Fill Line]]
|-
|Refills
|Toner Cartridge detected as “low” even with ink left
|Remove the cartridge completely and restart the printer with the power button. If the cartridge still does not register, exchange it for a new one.
|
|-
|Error
|Reduce paper in Tray "x" to the limit mark or reset Tray "x" correctly.
|Open the tray and see whether the paper levels are below the paper fill line.

* If they are not below the line, take some paper out, close the tray and see if that fixes the error.
* If they are below the line, take the paper out from the right stack inside the tray and close the tray. This should allow the paper to shift paper to the right on its own and fix the error.
|[[File:Tray reset error.jpg|border|center|thumb|100x100px|Tray reset error]]
|}

Learning Commons:Chapman Learning Commons/Shift Swaps and Vacation Requests

2025-07-25T21:21:14Z

DanielMurphy:

== Shift Swaps ==
The [mailto:clc.staff@ubc.ca clc.staff@ubc.ca] email is your primary contact about the schedule. Before contacting him you must follow all the guidelines below.

'''Before Considering a Swap'''

* You are in charge of your shift swaps, not the CLC Staff. Reach out to the CLC Staff via email to request a swap only after you have found someone to swap with.
* Swaps must happen for a legitimate reason (direct conflict with a work/volunteer/club/school commitment/religious observation or date of significance)
* Shift swaps are not official until approved by the Program Assistant.

'''Rules for Requesting a Swap'''

* Contact/email the CLC Staff email to confirm that the swap works. Rules for email:
** All communications must occur over email.
** Include the CLCA who you are swapping with on the email.
** Shift swap requests must be emailed a minimum of 48 hours business hours before (aka Monday to Friday) ; more is preferred. Do not send emails on the weekend for a Monday or Tuesday shift swap with expectation of approval.
** The Program Assistant will respond if it is approved and change the schedule accordingly for you. Only after you receive an email is your swap approved.
* If your shift is not approved you are responsible for coming to work, on time.
* Shift swaps that occur without staff approval will not be tolerated. Doing so will constitute an official warning.
* If needed: Do a callout to all CLCAs for shift swaps via the group email (CLC-MAIL@LISTS.UBC.CA).
'''Parameters for Shift Length and Timing'''
* No more than 10 hours per week (20 in summer) (including staff meetings and project work).
* No more than 2 hours during the day (3 max) during the academic year and 4 hours in the evening/weekend/summer.
** We also do not allow shifts of 1 hour only.
* No split shifts (opening/closing on the same day). You cannot exceed 4 hours of work per day.
* Swap within the same calendar week (Sunday-Saturday). Shift swaps must occur within the same pay period.
* "Like for Like"- If you need to switch a two hour shift, you must swap for another two hour shift. This is to ensure that nobody exceeds their weekly hours.
* 3+ way shift swaps are messy so avoid these if possible (though we will consider them if there are no other options).

'''After Hours/ Emergency Swap'''

* Weekend shift swap requests must be sent before 3:00pm on Friday at the latest. If Friday is a holiday, request must be sent the previous working day at 3:00pm
* If an emergency swap (due to illness, etc.) occurs after hours or on a weekend, please text the Learning Commons Coordinator. Staff do not check emails over the weekend so your shift must be approved over text or phone!

'''Other Shift Rules'''

* Ensure all your shifts are scheduled into your phone/computer/email calendar as the schedule may change from week to week.
* Arrive a minimum of 5-10 minutes before your shift (see below if you have an opening shift). Inability to do so more 1+ times will constitute an official warning.
* You must arrive at least 10 minutes early to opening shifts as the desk must be fully set up (phone on, computer signed in, cabinets unlocked) and open to help patrons at the start of the hour.
* Requests for multiple shift swaps, especially within a short time frame, may not be approved. Shift swap approvals are at the discretion of the staff team.
* We will do our best to accommodate shift swaps related to academic and religious observations. Please reach out to the staff team if you have trouble arranging a shift swap for these reasons.

== Requesting Time Off ==
Due to operational needs, time off requests for the Winter Terms will only be considered during the following times:

* Reading Week(s)
* Last week of exams/during intersession

In the Summer Terms, we require a '''minimum of 3 weeks notice''' for time off requests (if you can notify us sooner, that's even better!).

'''Any requests for time off within the above parameters should be done as soon as possible. Time off is dependent on availability of all staff/student staff.'''
* You must submit a detailed leave request to the Learning Commons Coordinator and the Alex (cc program assistant)
*'''Do not book tickets until you have confirmation from your supervisors!''' Leave requests are only requests until they are approved.
* If you take time off for winter break, other student staff will get priority over reading week and vice versa.
* Requests are first come, first served and not guaranteed to be approved.
* Leave is not paid.
* If you need to request time off for medical reasons/special consideration/emergency please talk to the Learning Commons Coordinator and / or Alex ASAP.

'''Sample leave request:'''

Email Title: ''Jimmy McCLCA Requests Time off''

Email Body: ''I, Jimmy McCLCA would like to request time off for X reason. Dates Requested: Dec 19th-31st''

'''***Do not book airline tickets before requesting the time off. Failure to do so may result in [https://blogs.ubc.ca/commons/role-requirements/ formal warning]!***'''

Learning Commons:Chapman Learning Commons/Software Troubleshooting

2024-09-27T15:31:09Z

DanielMurphy:

== Computers Quick Guide ==
[https://learningcommons.ubc.ca/our-space-equipment/use-our-computers/ To learn more about out computers visit this page] (open to the public)

Notes:

* Computers along the wall of the heritage core are attached to scanners.

== Full List of Computer Software ==
[https://services.library.ubc.ca/computers-technology/public-computers Click here to see a full list of the software we have.]

Key notes:

* Lockdown browser can be installed on any of our 3rd floor PCs
* Macs and PCs have Zoom capability
* Macs have Adobe Creative Cloud, Audacity, Final Cut Pro, GitHub, Redcine, VideoScribe (many other places on Campus do not have this)

== Mac Computer won't turn on? ==
Follow these steps if a Mac Computer in the Heritage Core won't turn on:

# [[File:Mac Power button.jpg|thumb|Image of a Mac power button in the Heritage core]]Press and Hold the power button on the monitor for 3 seconds. If the computer does not restart, proceed to step 2.
# [[File:Mac Power cord.jpg|thumb|Image of a Mac power cord in the Heritage core]]Unplug the power cord at the back on the monitor. Wait 3 seconds, and plug the cord back in. Press and hold the power button for 3 seconds and see if the computer restarts. If not, proceed to step 3.
# Check underneath the table to see if any power cords are unplugged or loose. If not, submit a ticket to IT, specifying the troubleshooting steps that you have already performed.

== General Troubleshooting with PCs ==

Note: Sometimes people change the input selection these so they can plug in their computer (IF YOU SEE IT PLEASE ASK THEM NOT TOO). If they do this and do not fix it the screen appears not to work. Use the buttons on the PC to change the input from HDMI to mDP (Mini display port). If you can, try to fix yourself and not submit a ticket.

== PC Display Input Not Found ==
Follow these steps to change the display input settings:

# [[File:Display input 1.png|thumb|256x256px]]Press and Hold the button on the monitor
# [[File:Display input 2.png|thumb|256x256px]]Toggle through the display input source options
# [[File:Display input 2.png|thumb|252x252px]]Confirm your selection by pressing the same button on the monitor

== Troubleshooting with Dual Display Stations ==
Learn more about the [https://learningcommons.ubc.ca/use-our-computers/ Dual Display Stations] . There are 5 stations on both the 2nd and the 3rd floor.

Ensure that

* Cables are connected to the dock and monitor.
* Both dock and monitor have power
* Plug in user's laptop / tablet/ phone that is not working with this dock into another dock to test if it works there.
* If using a CLC laptop to test further, make sure to write down the number on the top of the laptop ex) Barber-512
* Keep track of what cord you are using to connect --connecting via the USB-C cable to the Dell laptop directly or were you using the USB-A to USB-C adapter that is attached to this model of the docking station
* Restart if needed
** If you end up needing to submit a ticket to IT make sure to record all of this information in the ticket.

== General Troubleshooting with UBC Software ==
[https://ubc.service-now.com/kb_view.do?sysparm_article=KB0017918 See UBC IT guide linked here]

== Adobe Creative Suite ==
Adobe has [https://helpx.adobe.com/ca/support.html videos and step-by-step guides for help] with all of their programs.

As students you also have access to [https://students.ubc.ca/career/career-resources/make-most-linkedin/linkedin-learning LinkedIn learning] which has guides about using Adobe.
[[File:Adobe SDL Poster-1-Page-How-to-for-User-Login-Steps-scaled.jpg|thumb]]
Students, Staff & Faculty can learn how to log into Adobe Creative Suite [https://learningcommons.ubc.ca/our-space-equipment/use-our-computers/ '''on our website here'''] - under "Mac Computer Workstations", "Frequently Asked Questions", "Using Adobe Creative Cloud".

NOTE: Students cannot download Adobe Creative Suite onto their personal devices (Staff & Faculty can via: https://ubc.onthehub.com/WebStore/Welcome.aspx). Students have access to Adobe products on the Mac Computers in the Heritage Core.

== Canvas Support ==
[https://students.canvas.ubc.ca/ CTLT: Canvas Student Guide] (start here)

[http://blogs.ubc.ca/commons/files/2020/05/Canvas-Student-Guide.pdf CTLT: Canvas Student Guide PDF]

Feel free to draw on your own experiences using Canvas as well, but if you encounter a question you cannot answer, there are two places that you can '''refer''' folks for more complex questions or issues:

* '''UBC's IT Service Center Help Desk''' (Located in Koerner Library). These folks will support anyone: students, alumni and community users, staff, etc. Patrons can submit a ticket online, or walk-in during opening hours.
* '''Faculty and/or Staff Questions?''' You may refer faculty members and staff to the Centre for Teaching, Learning and Technology (CTLT), located downstairs on the 2nd floor of IKBLC. They will handle more complex questions related to faculty or staff members' use of Canvas (for example, if a faculty member wants to implement a certain extension into their Canvas course so their students can upload videos as assignments).
* A note on '''Canvas File Size:''' Patrons can have issues uploading a file during exams as the file may be too large. Canvas has a limit to the size of file you can upload. [https://canvas.gsa.ac.uk/courses/149/pages/file-upload-size-limits?module_item_id=34408 Read about Canvas file size limits here]. The following method of lowering file size, on Mac only, '''DOES NOT''' require any third party application.
# Record your video
# Drag it to the desktop
# Right click and select “Encode Selected Video Files”
# Change it to ‘ H.264 480’
# Click ‘Continue’

Here is a list of questions we could ask patrons if they have Canvas issues on Chrome (or Firefox and IE but with Private Browser and InPrivate window respectively):

# What browser are you using?
# Is the browser up to date?
# Have you enabled cookies?
# Clear your browser cache and cookies.
# Use your browser in incognito mode.
# It's most likely that the problem is caused by a extension. Disable all extensions.
# Enable your extensions one by one.

Source: https://community.canvaslms.com/t5/Question-Forum/Canvas-browser-problems/td-p/126690
== Kaltura ==
[https://isit.web.arts.ubc.ca/kaltura/ Arts ISIT Kaltura Guide]

[https://vimeo.com/452341489/ea1205940d Find a recording of a Kaltura Capture and Media Management Training Session here.]

== Lockdown Browser ==
Lockdown Browser is on all PC's and Mac's at the Chapman Learning Commons, Level 3. Or they can rent a laptop and install it on that and take their exam wherever. Extended loans will usually be approved upon request for this purpose.

== Microsoft Programs ==
Microsoft has a [https://support.office.com/en-us/office-training-center training centre] for all of their programs. They also have a [https://support.office.com/ support page].

[http://blogs.ubc.ca/commons/files/2020/08/Microsoft-365-Download-Guide-.pdf Microsoft 365 Download Guide]

'''Issue with Licensing?''' [http://blogs.ubc.ca/commons/files/2021/09/Microsoft-Office-Licensing-Guide.pdf SEE OUR CLC MADE GUIDE JUST FOR YOU]

'''Microsoft One Drive'''

[https://it.ubc.ca/services/web-servers-storage/microsoft-onedrive Microsoft One Drive]

[https://keeplearning.ubc.ca/technologies/?login OneDrive student information + guide]

[https://keeplearning.ubc.ca/setting-up/?login OneDrive plug in tech prep section]

[https://keeplearning.ubc.ca/faq/?login OneDrive student FAQ]

'''Microsoft Teams'''

[https://it.ubc.ca/services/email-voice-internet/microsoft-teams Microsoft Teams Guide]

[https://keeplearning.ubc.ca/technologies/#teams Teams student information + guide]

[https://keeplearning.ubc.ca/learning-tips/#group-work Teams plug in group work section]

[https://keeplearning.ubc.ca/faq/#teams Teams student FAQ]

'''Microsoft Word'''
{| class="wikitable"
|+
!Problem
!Solution
|-
|Paragraph symbol and dots in between words.
|Hold "Control" + "Shift" + "8"
OR

Go to the Office icon --> Editor options --> Display - uncheck everything in the show list
|}

== Wordpress ==
We can provide basic Wordpress support: creating pages; editing pages; adding media (images, videos); and ordering pages/creating menus. These resources might help:

[https://wordpress.org/support/article/wordpress-editor/ Using the Wordpress Editor: https://wordpress.org/support/article/wordpress-editor/]

Back-End menu navigation: https://wordpress.org/support/article/first-steps-with-wordpress/

Uploading Media: https://wordpress.org/support/article/inserting-images-into-posts-and-pages/

Some more information about menus:

Adding Menus and Pages Pages <nowiki>http://en.support.wordpress.com/menus/#adding-pages</nowiki>

Changing the Order & Creating Sub-Menus <nowiki>http://en.support.wordpress.com/menus/#changing-the-order-creating-sub-menus</nowiki>

== Zoom ==
[http://blogs.ubc.ca/commons/files/2020/05/Zoom-Student-Guide.pdf CTLT: Zoom Student Guide]

[https://support.zoom.us/hc/en-us/articles/360027397692-Desktop-client-and-mobile-app-comparison Zoom on Computer vs. Mobile- App Comparison of Capabilities]

'''A note on Zoom:''' Faculty can now schedule Zoom meetings from within their Canvas courses and will allow students to access class sessions and recordings from within Canvas as well. Instructors can add the Zoom tool to their course by adding it to the Course Navigation under settings.

We are working on updates to the Zoom tool guide for instructors and to the Keep Teaching website and will provide those links when they are available. Note that this integration does not allow for single sign on between Canvas and Zoom and instructors will still need a Zoom account in UBC’s Zoom instance to utilize the integration.

'''How to update:''' Zoom does not automatically install updates. If you already have the Zoom desktop client installed, you can check for updates:
# Sign in to Zoom desktop client.
# Click your profile picture then click '''Check for Updates'''.
# If there is a newer version, Zoom will download and install it.
Alternately, you can manually download an update without checking your desktop client by going to: <nowiki>https://support.zoom.us/hc/en-us/articles/201362233-Upgrade-update-to-the-latest-version</nowiki> (Links to an external site.)

In the Learning Commons, patrons can download Zoom, Lockdown Browser, etc. on the PC computers '''only'''. The Mac workstations require an admin password so patrons can not download software onto them.

'''New Features w/ version 5.3:''' A complete list of newly added/patched features can be found on the Zoom release notes website (Links to an external site.).

'''Self-select a Breakout Room:''' The host can now create breakout rooms with the option for participants to self-select which breakout room they would like to join. If enabled, participants can move freely between breakout rooms, without needing the host’s help. Both the meeting host and participants need to be on Client 5.3.0 or later to self-select Breakout Rooms.

'''Additional meeting reactions:''' Meeting participants can now react with a heart, surprised face, laughing face, or party emoji.

'''Virtual Background support for Android:''' Android users can now utilize the virtual background feature. This feature requires Android 8.0 or higher and a processor with 8 or more cores.

File:Mac Power button.jpg

2024-09-27T15:23:52Z

DanielMurphy: Uploaded own work with UploadWizard

=={{int:filedesc}}==
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|date=2024-09-27
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=={{int:license-header}}==
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File:Mac Power cord.jpg

2024-09-27T15:23:52Z

DanielMurphy: Uploaded own work with UploadWizard

=={{int:filedesc}}==
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|date=2024-09-27
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Learning Commons:Chapman Learning Commons/Printer Not Printing

2024-09-13T15:03:23Z

DanielMurphy:

'''BEFORE REPORTING A PROBLEM....'''
# Restart printer
# Check mini switch and unplug / plug back in
# Write down error reports on screen (if any)
# Write down the printer name correctly ex) ‘Barber-RP1’
# Trouble shoot at the following (you will need the model number) https://ricoh-kb-en.custhelp.com/app/home/region/us/brand/ricoh

'''RICOH Printer Model and Serial Particulars'''
{| class="wikitable"
|+
!Floor
!Location
!Printer Name
!Model
!Serial Number
|-
|'''2'''
|LEFT (furthest from Ike's)
|LBRY-IKB-RC5
|MP C6004ex
|C758MB21019
|-
|'''2'''
|CENTER
|LBRY-IKB-RC3
|MP 6503
|G658L700593
|-
|'''3'''
|LEFT (furthest from desk)
|LBRY-IKB-RC2
|MP C6004ex
|C758MB21024
|-
|'''3'''
|RIGHT (closest to desk)
|LBRY-IKB-RC1
|MP C6004ex
|C758M821219
|}

Learning Commons:Chapman Learning Commons/Shift Swaps and Vacation Requests

2024-09-10T14:40:44Z

DanielMurphy:

== Shift Swaps ==
The Program Assistant, Daniel, is your primary contact about the schedule. Before contacting him you must follow all the guidelines below.

'''Before Considering a Swap'''

* You are in charge of your shift swaps, not the Program Assistant. Reach out to the Program Assistant via email to request a swap only after you have found someone to swap with.
* Swaps must happen for a legitimate reason (direct conflict with a work/volunteer/club/school commitment/religious observation or date of significance)
* Shift swaps are not official until approved by the Program Assistant.

'''Rules for Requesting a Swap'''

* Contact/email the Program Assistant to confirm that the swap works. Rules for email:
** All communications must occur over email.
** Include the CLCA who you are swapping with on the email.
** Shift swap requests must be emailed a minimum of 48 hours business hours before (aka Monday to Friday) ; more is preferred. Do not send emails on the weekend for a Monday or Tuesday shift swap with expectation of approval.
** The Program Assistant will respond if it is approved and change the schedule accordingly for you. Only after you receive an email is your swap approved.
* If your shift is not approved you are responsible for coming to work, on time.
* Shift swaps that occur without staff approval will not be tolerated. Doing so will constitute an official warning.
* If needed: Do a callout to all CLCAs for shift swaps via the group email (CLC-MAIL@LISTS.UBC.CA).
'''Parameters for Shift Length and Timing'''
* No more than 10 hours per week (20 in summer) (including staff meetings and project work).
* No more than 2 hours during the day (3 max) during the academic year and 4 hours in the evening/weekend/summer.
* No split shifts (opening/closing on the same day). You cannot exceed 4 hours of work per day.
* Swap within the same calendar week (Sunday-Saturday). Shift swaps must occur within the same pay period.
* "Like for Like"- If you need to switch a two hour shift, you must swap for another two hour shift. This is to ensure that nobody exceeds their weekly hours.
* 3+ way shift swaps are messy so avoid these if possible (though we will consider them if there are no other options).

'''After Hours/ Emergency Swap'''

* Weekend shift swap requests must be sent before 3:00pm on Friday at the latest. If Friday is a holiday, request must be sent the previous working day at 3:00pm
* If an emergency swap (due to illness, etc.) occurs after hours or on a weekend, please text the Learning Commons Coordinator. Staff do not check emails over the weekend so your shift must be approved over text or phone!

'''Other Shift Rules'''

* Ensure all your shifts are scheduled into your phone/computer/email calendar as the schedule may change from week to week.
* Arrive a minimum of 5-10 minutes before your shift (see below if you have an opening shift). Inability to do so more 1+ times will constitute an official warning.
* You must arrive at least 10 minutes early to opening shifts as the desk must be fully set up (phone on, computer signed in, cabinets unlocked) and open to help patrons at the start of the hour.
* Requests for multiple shift swaps, especially within a short time frame, may not be approved. Shift swap approvals are at the discretion of the staff team.
* We will do our best to accommodate shift swaps related to academic and religious observations. Please reach out to the staff team if you have trouble arranging a shift swap for these reasons.

== Requesting Time Off ==
Due to operational needs, time off requests for the Winter Terms will only be considered during the following times:

* Reading Week(s)
* Last week of exams/during intersession

In the Summer Terms, we require a '''minimum of 3 weeks notice''' for time off requests (if you can notify us sooner, that's even better!).

'''Any requests for time off within the above parameters should be done as soon as possible. Time off is dependent on availability of all staff/student staff.'''
* You must submit a detailed leave request to Lisa and the Learning Services Librarian (cc program assistant)
*'''Do not book tickets until you have confirmation from your supervisors!''' Leave requests are only requests until they are approved.
* If you take time off for winter break, other student staff will get priority over reading week and vice versa.
* Requests are first come, first served and not guaranteed to be approved.
* Leave is not paid.
* If you need to request time off for medical reasons/special consideration/emergency please talk to Lisa and / or the Learning Services Librarian ASAP.

'''Sample leave request:'''

Email Title: ''Jimmy McCLCA Requests Time off''

Email Body: ''I, Jimmy McCLCA would like to request time off for X reason. Dates Requested: Dec 19th-31st''

'''***Do not book airline tickets before requesting the time off. Failure to do so may result in [https://blogs.ubc.ca/commons/role-requirements/ formal warning]!***'''

Learning Commons:Chapman Learning Commons/Desk Map

2024-08-07T20:34:18Z

DanielMurphy:

'''Colour Coding'''

Some items are labeled with colourful duct tape to help identify them. Here is what the different colours mean:
* Yellow: Mac & USB-C type adapters
* Red: All other adapters (HDMI, VGA, etc.)
* Green: Items that should be loaned with the inner bag (these items should be double-bagged)
'''Plastic Bags'''

Some items to be loaned with bags are now '''double bagged'''. These are identifiable by their green tape. Please loan the inner bags without barcodes to patrons so we can keep the loss of barcodes to a minimum- but still ask patrons to return them with the items. The inner bags are labeled with the last four digits of the barcode for identification.

Items like chargers ONLY have ONE bag. Please keep the bag and loan out the item.

'''Back Office'''

In the back office (318), there are the following equipment items:

* lighting kit
* staff laptops (in the cabinet under the kettle)
* projector screens
* spare LCD projectors
'''Adapters'''

All of the adapters are listed on the front of the two bins! Additional tips:

* If we are out of USB-C to HDMI adapters, check if there are any USB-C Multiport available
* HDMI adapters are for sound & visual information, while VGA will only transmit visual information

Learning Commons:Chapman Learning Commons/Equipment/USB Powered Mouse

2024-05-29T17:30:50Z

DanielMurphy:

'''USB-Powered Mouse'''

*Availability: [http://resolve.library.ubc.ca/cgi-bin/catsearch?bid=8465608 Check]
*Loan Time: 1 day.
*Item Information: USB plugs into terminal for wireless mouse.
*Fine Rate: $5/day. Max $30 plus replacement fee.

[[Category:CLC Tech Support]]

Learning Commons:Chapman Learning Commons/Equipment/USB Powered Mouse

2024-05-29T17:29:54Z

DanielMurphy: Updated links

'''USB-Powered Mouse'''

*Availability: [http://resolve.library.ubc.ca/cgi-bin/catsearch?bid=8465608 Check]
*Loan Time: Maximum of 7 days
*Item Information: USB plugs into terminal for wireless mouse.
*Fine Rate: $5/day. Max $30 plus replacement fee.

[[Category:CLC Tech Support]]

Sandbox:Chapman Learning Commons Assistant Orientation/lendingprocedures

2024-05-22T21:25:46Z

DanielMurphy: Added new section on dealing with returns close to closing

'''Before you begin…''' Breathe. Take your time. If you’re calm, the patron will be calm, too :)

== Before Lending Procedures ==
* ''Greet the patron when they come to the desk!''
* If they are asking for equipment, ensure you know exactly what they need (i.e. Magsafe or Magsafe 2 chargers, VGA vs HDMI adapter)
* The patron must have a physical or digital UBC card, or library card to be able to borrow equipment.
* Lending Agreement Form: Check the 'notes' section of Voyager to see if they have signed a lending agreement form. If they haven't, ask them to sign one and double check that all sections are filled out correctly before bringing it to Circulation to file away.
** Exceptions: Patrons do not need to sign a lending agreement form for '''same-day loans (loans due back by end of day).''' This includes headphones, adapters, chargers, and office supplies.
** Laptops have a separate laptop lending agreement form.
* For equipment:
** Ensure ''ALL'' pieces are present before lending it out AND the barcodes on the equipment match the bag. Make sure patron is aware of all the pieces.
** Do not loan out more than 1 of each item without consulting a staff member first. Patrons can loan out multiple different types of items at the same time.
*On Voyager:
** [[File:VoyagerOptionsSettings.png|thumb|Your Voyager Session Preferences should look like this. ]]Make sure you have changed your preferences so that the app does not try to print a receipt. Voyaver Circulation > Options > Session Preferences > Uncheck boxes for 'Print Hold Slips' and select 'No Due Date Slip'.

== Items are Returned Procedures ==
* ''Greet the patron when they come to the desk.'' Ask them to wait at the desk while you inspect the item.
* Inspect the equipment and ensure that ALL parts of the item are there
* Ask them if they had any problems with the item they borrowed. ''If there was an issue let a staff member know.''
* If an item is damaged, do not check it in Voyager!!! Inform patron staff must review. Fill in an item issue form and bring it to the back, and put it on the broken equipment desk. A follow up email is also helpful (see "Reporting an Issue" [https://blogs.ubc.ca/commons/professional-communication/ here]).
* '''Returning Items:'''
* CLCA must check all parts of any loaned item are returned and functioning. – be sure to check the item’s checklist if it has one. '''DO NOT''' check the item back in aka "discharge" if something is missing or not working. Once approved by the CLCA, the item can be discharged from Voyager.
**'<nowiki/>''Voyager:''' If item has ''all pieces'' and is working: scan the barcode of the item in Voyager to discharge: ''make sure it reads 'Discharged!''' If you are unsure click item. The item should pop up and say discharge. This is very important. [i.e. Do not just 'trust' the beep.]
** Place the item in its corresponding bag if applicable (make sure that the barcode on the item and bag match!!!) and return the item to the equipment cabinet.
*** Laptop is returned: make sure to [https://blogs.ubc.ca/commons/ipads/ “yellow disk”] it and plug it in to charge. (You do not need to yellow disk Employee loaner laptops)
*** iPad returned: make sure to "clear" it. Directions are under the 'iPads' tab in the equipment lending tab on the blog.
* '''NOTE''': Patrons must wait 1 hour between returning an item and loaning out the same piece of equipment (i.e. if a patron returns a laptop at 12:00pm, they must wait until 1:00pm to loan out another one)
* '''Fines:'''
* If the patron has fines, be sure to let them know how much the fines are. They can pay these online or at the Circulation Desk.
* If the patron has an issue with any of the fines, let them know they can appeal the fines by filling in an appeal form online [https://services.library.ubc.ca/borrowing-services/loan-policies-and-fines/ubc-library-fines-appeal-form/ here].
* Be sure to jot down all details of the interaction: Patron’s ID number, time and circumstances of the late return, barcode of the item and e-mail these details to Lisa and Emma (CC Daniel).

== Item Returns & Closing==
*''CLCAs are expected to accept item returns right up until closing.'' '''Do not leave the desk early!'''
*If you do not have enough time before closing to inspect an item properly, do not discharge it. Inform the patron that the item will be dealt with the following morning and bring it to room 318. Leave it on Daniel's desk with an item issue sheet explaining that it has not been discharged and note the date and time of its return.
*If the scenario above occurs on a Friday evening or Weekend, send a message to the next opening CLCA informing them of the situation. After inspecting the item properly and confirming that it is not broken or missing any components, the opener can then ask MAA staff to discharge the item the following morning.
*''CLCAs are NOT expected to accept items after closing.'' If a patron attempts to return an item after closing, please inform them that they will have to return the item the following morning instead.

==Renewing Items==
Now that we offer all equipment on a first come first serve basis, patrons can renew items themselves (up to the maximum loan time). Check the [https://blogs.ubc.ca/commons/loan-chart-reference/ loan chart] or the [https://learningcommons.ubc.ca/borrow-equipment/ borrowing equipment page] for specific renewal times for items.

'''No items can be borrowed for longer than the standard loan time including renewals'''. This is to ensure that our first come first served model can provide equitable access to our equipment for all patrons.

It is always best to educate patrons on how to renew their own items so that they can do it for themselves in the future.

'''How to renew items:'''

Instructions also found here: https://learningcommons.ubc.ca/changes-to-equipment-bookings-faq/

#Visit the library home page: library.ubc.ca
#Click on the ‘Log In’ button on the top right corner of the screen

#Select ‘My Library Account Login’.

#Log in using one of two methods:
#*'''CWL Login:''' Press the Blue ‘CWL Login’ Button and log in with your CWL username and password. You may need to use Duo Multi-Factor Authentication.
#*'''Standard Library Login:''' Enter your library barcode (found on the back of your UBC card) and your pin. If you forgot your pin, you can reset it using your library barcode and your email address.
#*Once you are logged in, you will see all the items you have borrowed. To renew a specific item, select the item and click on the yellow ‘Request Renewal’ button.
#The new due date will be reflected under the column for ‘Due date’.
#*If your item is not eligible for renewal, the attempt will be unsuccessful and an error message will show up.
'''Renewing items on Voyager:'''

If a patron is in a rush or doesn't know how to renew, you are welcome to do it for them via Voyager. You're encouraged to teach patrons how to complete the process themselves.

The patron does not need to bring the item with them for you to renew.

Renewals are only allowed on some items. All the information is on the equipment loan chart.

#On Voyager Circulation, select 'Patron'
# Scan the patron's barcode or enter their library card number
#Select the card catalogue item to see their charged items (i.e., the items they have checked out). [[File:ChargedItemsIcon.png|thumb|Charged Items Icon]]
#Select the item they want to renew. The selected item will be highlighted in blue.
#[[File:Image (5).png|thumb|Renew Only]]Press the 'Renew Only' button.
#Double check that the new due date has updated.
#*Voyager will stop you if a renewal is not possible!

==Returning Items Marked 'Lost'==
Items are automatically marked lost by Voyager lost once they have been overdue for a certain amount of time. You will know that an item is ‘lost’ once you try to discharge through Voyager.

'''Important''': Patrons will not always tell you that their item is very overdue or lost. '''Pay close attention to the Voyager pop-ups and notices.'''

*Greet the patron. Ask them to wait at the desk until the process is complete.

===Step 1: Check for damage===

*CLCA must check all parts of any loaned item are returned and functioning. – be sure to check the item’s checklist if it has one. DO NOT check the item back in aka "discharge" if something is missing or not working. Once approved by the CLCA, the item can be discharged from Voyager and (if reserved) LibCal.
**'''If item is missing pieces or damaged:''' If an item is damaged, do not check it in Voyager!!! Inform patron that staff must review. Fill in an item issue form and bring it to the back, and put it on the broken equipment desk. A follow up email is also helpful (see "Reporting an Issue" [https://blogs.ubc.ca/commons/professional-communication/ here]).
***Item issue forms are found in the credenza cabinets (below the iPads).

===Step 2: Discharge on Voyager===
''This will look different to discharging regular items. Follow the steps below.''

*If item has all pieces and is working: scan the barcode of the item in Voyager to discharge
*'''Pop-up 1 - 'Item marked as 'Lost<nowiki>''</nowiki>:''' The screenshot below shows a pop-up on Voyager. This indicates that the item has a ‘lost’ status. Make sure you thoroughly inspect the item for damage. '''If no damage, Select 'OK'.'''
**If damaged/missing pieces: Select 'Cancel' and proceed with Item Issue Form, informing patron that further inspection is necessary.[[File:VoyagerPopUp1.png|thumb|Pop-up 1: Voyager lost item status|none]]

* '''Pop-up 2 - 'Remove Lost Item Status?':''' Select ''''Yes'''<nowiki/>'. We want the lost status removed so that the item will be marked available for other patrons.[[File:VoyagerPopUp2.png|thumb|Voyager Pop-Up 2: Remove Lost Item Status?|none]]

*'''Pop-up 3 - Checkboxes:''' This pop-up asks you whether to remove the lost item replacement fee and the lost item processing fee.
**'''Select 'OK', and leave the boxes checked, as we DO want to remove the fees. This means they will not be charged a replacement fee for losing the item.''' If you change the boxes and uncheck them, the patron will receive fees for the lost item despite having returned it. This does not affect overdue fines. [[File:VoyagerPopUp3.png|thumb|Voyager Pop Up 3: Remove Lost Item Fees?|none]]

*'''Pop-up 4 - Outstanding Fines:''' This pop-up may appear, indicating that there are overdue fees.
** '''Select 'OK'.''' Explain to patron that they will still have late fees on their account. '''Refer them to the fine appeals form and let staff know about the interaction''' (Patron ID number, time, circumstances of late return, barcode of the item, in an email to Lisa and Emma, with Daniel CC'd). [[File:VoyagerPopUp4.png|thumb|Voyager Pop up 4: Overdue fines|none]]

*'''Normal Discharge Window:''' You should now see the discharge window as it regularly appears. You will likely not see a dollar amount for patron fines - this is okay, the patron's fines will still show up on their account. See instructions below on how to check a patron's account for fees. [[File:VoyagerDischargeWindow.png|thumb|Voyager Discharge Window: Likely no fees will appear, but the patron will still have overdue fees on their account.|none]]
*'''Need to check a patron's account for fines?''' It's a good idea to check a patron's account to communicate with them how much they owe in fines. Step-by-step instructions:
**If you still have the discharge window open, select 'Patron' on the top Voyager tab. You will then see the patron's account information.
***The green dollar sign symbol represents fines and fees. You can click on this to see a detailed breakdown of all their fines.
*** Communicate the dollar amount to the patron.
***Refer them to the fine appeals form if there are any issues and report the issue to staff.
**If you closed the discharge window:
***In Voyager, select 'Patron'.
***In 'Patron Search', select 'Barcode' to search by library card barcode.
***Scan the patron's library card.
***Click on the green dollar sign.
***Communicate the dollar amount to the patron.
***Refer them to the fine appeals form if there are any issues and report the issue to staff
===Step 4: Let staff know that a lost item has been returned.===

*Details to note: Patron ID number, Item Barcode, Date, Time and Circumstances of Late Return, and whether they will be submitting a fine appeal form.

==Wipe Memory Cards (Camcorders/Cameras/GoPros)==
When lending equipment (camcorders/cameras/GoPros etc.) remind the patron that the device contents will be deleted. Ask them to clear the memory card themselves. When they return the equipment, double check that the memory card is cleared.

To clear a SD Card on any returned camera equipment:

1. Press the MENU button

2. Select 'Settings' or 'Setup'

3. Select 'Format'

This should do the trick to clear all data for the next patron!

==Equipment Loan Chart ==
Refer to the [https://blogs.ubc.ca/commons/loan-chart-reference/ chart at the desk/ on the blog] that lists all the equipment we loan, the details of who can borrow it, the loan period, and fine rates.

Remember:

*"End of Day" loans are due back ''the same day you loan them'' a half hour before closing! If they need an extension ask a staff member.
* 24 Hour or "1-day" loans are due back exactly 24 hours from when they are loaned out. In some cases, you might need to add on a few hours if the desk is not open at the time they are supposed to return it.
*Don't share the loan chart with patrons
== Item did not get returned aka "Bad Discharges" / Fines==
Here are the procedures for a bad discharge/ patron complaints when they have a fine- when a CLCA goes to charge a piece of equipment and realizes it was never discharged:
*'''Email Emma, Lisa and Daniel''' - Include
**Students name and/or student number
** Student barcode
**What the item is (eg laptop)
**Item barcode
**Ask the student to share the time they say they returned the time (and share that information with us).
* Inform the student that reviewing their information can take 1-2 business days, but if their fine is under $50 they can still use library services ( ie check out more equipment).
*They can also submit a Fine Appeal Loan Form - Link is in quick links on the blog.
*If the student is visibly upset: give them a staff member's card to contact them directly (NOTE: staff members will not initiate emails with patrons)

==Sending staff a message about a loaning issue? Use this format!==
Date of Interaction:

Time of Interaction:

Patron Name:

Equipment Name & Barcode (last 4 digits):

Is this message… General or Urgent?

Message: ''please use bullet points''

==='''Here is an example message:'''===
Date: Monday, April 3

Time: 11:03am

Patron: Lisa Popplewell

Equipment: Handheld Mic (5712)

General

Message:

*brought microphone back late (due at 9am on Monday, April 3) & received fine
*said brought late due to illness
*patron will fill out fine appeal form
==CLCAs Borrowing Equipment==
As a UBC student, you are absolutely welcome to borrow the equipment that the CLC offers, during the hours we are open. Please just remember to keep the following in mind:
*Loan out the equipment properly- with your UBC Card. Do not just grab the piece of equipment you need.
* Only loan out equipment during our operational hours.
*Use your judgement. If there is only one MacBook Pro charger left and you loan it out for a full four hours while you're at the desk, then it is unavailable for others to use.

==NO CLCA at the Desk - MAA Check in Items Process ==
Occasionally there will be no CLCA at the desk - either due to single staffing or both CLCAs leaving the desk to help patrons. In this event, the last CLCA to leave the desk unattended should '''''always''''' inform MAA staff how long they will be away, even if it is just for a few minutes.

While they are away MAA may receive tech items returned to the CLC. When a CLCA returns to the desk:

#Check MAA return box for items. If it has a sticky note please review the item for damage/missing parts etc BEFORE checking it back in. Inform CLC staff of issues if there are any.
#Discharge items in the box. If fines come up inform staff of the item barcode number, time returned and time you checked it back in via email.

==Important Notes ==
* When logging into Voyager make sure to use CWL and chose password. Choose "CLC (IKLBC) circulation". Once logged in select "Options" from the top tab. Choose "No Due Date Slip" '''[See video below]'''
*When loaning out scissors, ask the patron if they are using them at the desk or away from the desk. If they just need to use them at the desk, you do not need to scan the scissors out in Voyager.
*Items given out freely / without ID: Scrap Paper & Golf Pencils.
*Items we do not have / give out: Blank paper; pens (unless they are our CLC pens): and be selective about earplugs- these are only for construction/loud events!
*Patrons will have to go to Staples or the UBC bookstore should they have any additional stationery needs.
*If a Patron returns a "LOST" item, check it back into Voyager and wait for a pop up to appear with two boxes. The boxes will be labelled 1) "remove item late fee" and 2) "remove item replacement fee". ''Do not un-check these boxes'', please press the "Accept" pop-up and continue to discharge the item back into inventory. Let a staff member know when an item comes back as 'Lost'.
*Please ensure that, when signing in to Voyager, you select UBC and not Training / Testing. Training / Testing mode does not connect to the server and will not allow any charges or discharges to be recorded.

Sandbox:Chapman Learning Commons Assistant Orientation/policies

2024-04-17T17:52:22Z

DanielMurphy:

== Desk Policies ==
1. There is no eating of food behind the desk of any sort. This includes gum. Water bottles and coffee are allowed but it helps us keep the space looking professional if they are kept somewhat out of view. Please keep snack breaks to 5 minutes or less. Please let MAA Circulation and a staff member know that you are stepping away from the desk and have the desk within eyesight during your snack break.

2. Only staff may come behind the desk (including the Circulation side). Our desk computers swivel around so we can show patrons things without them coming behind the desk.

3. Report any injuries or damage immediately. The supervisor of the injured employee must “Report an Accident or Incident” on the RMS website.

4. Alert the desk ''and'' your supervisor if you are running late for a shift.

5. Do not wear headphones at the desk.

6. Do not store items for patrons behind the desk. We cannot promise to pass something to someone else, nor keep someone’s bag, etc. for later pick up. No exceptions.

7. We cannot charge patrons' phones or other devices at the desk. Phone chargers can be loaned from the Woodward and Education Libraries.

8. When you let patrons into the Dodson or Pena rooms, make sure you pass them a room checklist (found behind the desk).

9. Please keep friend visits at the desk to a minimum. If you are visiting with friends you do not look available to help other patrons. Also, if you have time to visit with friends while on shift, you have time to be doing project work. Remember DDT = PPT (Desk Down Time = Perfect Project Time).

10. We do not email patrons for any reason. If a patron asks to be contacted for anything, please remind them that they can come back to the desk to check, but that we don't contact patrons from our desk due to the high volume of requests. If they would like to follow up with us, please ask them to contact the clc.assistants@ubc.ca email, or offer them Lisa or Alex's business card (located in right hand cabinet under the desk).

11. Do not use your phone at the desk. No laptops or personal electronic devices (phones/iPads/etc.) are allowed on-desk, as they appear unprofessional and are distracting to CLCAs. Project work may be completed on the desktop computers.

12. The desk has a no-homework policy. Use of electronic devices to study is prohibited.

13. Wear appropriate clothing while working. It can be cold in the building so an extra layer is helpful. Please no sweatshirt/sweatpants combos/ crop tops etc. Wear something you would feel comfortable meeting the President in.

14. Wear your lanyard with nametag and cardigan to identify you clearly as a CLCA (cardigans are stored in 203). You can wear the cardigan over your shoulders if you prefer.

Sandbox:Chapman Learning Commons Assistant Orientation/I am looking for ...

2024-01-25T23:19:23Z

DanielMurphy:

{| class="wikitable"
|-
! Looking for !! Location/Contact
|-
| '''General student support''' || '''(this is a good starting point!)''' https://students.ubc.ca/support
|-
|'''Is a class happening in this room?/ room access/ an event/ my exam room'''
|
* For classrooms and exams: Search the UBC Online Timetable: https://sws-van.as.it.ubc.ca/sws_2021/ Search for “Irving” and all the classrooms in IKBLC will pop up.
* Bookable other [https://learningspaces.ubc.ca/find-space rooms]
* For meetings and study groups: Search the Library Room Booking System. https://libcal.library.ubc.ca/spaces
* Or, check out general wayfinding at UBC! http://www.maps.ubc.ca/PROD/index.php
|-
|'''Staff and Faculty on Campus'''
|Find full contact information for staff/faculty member of UBC. Go here https://directory.ubc.ca/index.cfm
|-
|'''Fax Machine'''
|There are no public fax machines on campus. Refer patron to Staples and the UBC Village Printing Store (CopySmart).
|-
|'''Lunch Hubs (with microwave)'''
|Microwaves fully accessible to students, as well as kettles, fridges, sinks, and the link also opens up on Google Maps to show where on campus the building and amenities are available.
http://bit.ly/lunchhub
|-
|'''Washrooms (including Gender-Neutral) and Prayer rooms on campus'''
|https://www.google.com/maps/d/viewer?mid=1Nviv1JmRdpTNjj7BuXg06dc2uW0&ll=49.2653763537948%2C-123.25523662387366&z=14
In IKBLC, there are universal washrooms where all washrooms are located. Level 2 is key card access only (thru Centre for Accessibility). Level 1, 3, 4 should be unlocked and available for all to use.
|-
|'''Free Menstrual Product Dispensers'''
|https://buildingoperations.ubc.ca/2021/04/16/free-menstrual-products-on-campus/
|-
|'''Writing Help'''
|See "CLC Referrals/ CWSC" section of the blog!
|-
|'''IT Assistance'''
|Go to Koerner Help Desk, on 2nd floor (main floor when you enter the building). Refer for internet connectivity issues, complex Canvas questions, etc.
|-
| '''AV Support''' || Each UBC classroom and meeting room has a plaque with a phone number to call for AV assistance. This varies per location.
|-
|'''To book a room for teaching/ studying'''
|https://facultystaff.students.ubc.ca/enrolment-services/scheduling-records-systems-management/scheduling-services/room-booking-requests-general-teaching-space
|-
| '''The ''OTHER'' CLC''' || If you don’t recognize a room number, but the patron claims it is in CLC, chances are it’s at Canaccord Learning Commons (David Lam Library).

See their floor plans here: [http://blogs.ubc.ca/coachescorner/files/2019/10/Floor-Plan-David-Lam-level-3.pdf Floor Plan David Lam level 3], [http://blogs.ubc.ca/coachescorner/files/2019/10/Floor-Plan-David-Lam-level-2.pdf Floor Plan David Lam level 2]
|-
| '''Specific Software''' || Find exhaustive list of UBC library computers’ software availability at https://learningcommons.ubc.ca/tech-support/computers
|-
|'''Rare Books and Special Collections (RBSC), the UBC Archives, the Chung collection'''
|1st floor. Enter RBSC by going downstairs to the right from the East Mall entrance.
https://ikblc.ubc.ca/spaces/wayfinding/

Hours: https://rbsc.library.ubc.ca/

Closed-stack (visitors can only browse the collection through the online catalogue, not in person. They must request access to materials in advance to consult them) area housing unique, rare non-circulating materials for research purposes.
|-
|'''UBC School of Information; Library School'''
|On 4th floor of IKBLC in room 470

Around the corner from the stairs.

https://ikblc.ubc.ca/spaces/wayfinding/

•Phone: 604 822 2404

•E-mail: ischool.info@ubc.ca
|-
|'''IKBLC Initiatives (Small Business Accelerator and Entrepreneurship at UBC)'''
|https://ikblc.ubc.ca/resources/
https://ikblc.ubc.ca/initiatives/small-business-accelerator-program/
|-
|'''Staff / faculty want to loan something - ArtsISIT'''
|Arts ISIT can help them with equipment.
Browse full list here: https://isit.arts.ubc.ca/loaner-equipment-2/

email: [[Mailto:arts.helpdesk@ubc.ca|arts.helpdesk(at)ubc.ca]] for general inquiries, or visit at Buchanan C105 (for the Arts Learning Centre) or C113 (for IT and AV assistance)
|-
|'''Ewaste Recycling'''
|https://finance.ubc.ca/procure-pay/sustainable-purchasing-guide/batteries
https://finance.ubc.ca/procure-pay/sustainable-purchasing-guide/electronics
|-
|'''Pianos'''
|
* IKBLC ( patrons should have a UBC card, but if they don't call staff)
** Piano in MAA (headphones check out at MAA Circ side)
** Piano in CLC (headphones check out at CLC side)
* Other pianos (with silencing headphones!)
** Koerner
** Woodward
** David Lam building
* Noisy pianos (No UBC card needed)
** Nest- 2nd floor on the left side of the building near the climbing gym
|-
|'''Aboriginal Award affiliated with IKB'''
|They want to contact Irving K Barber Scholarship Society (1-844-478-4645), not IKB Library!
|-
|'''Where can I put a poster?'''
|IKBLC: Level 1 by the stairs on the corkboard (ONLY)
NEST/Life building have billboards as well. Check with Student Housing locations.
|-
|'''Can I have a booth in IKBLC?'''
|https://ikblc.ubc.ca/information-and-display-booth-booking-form/
|-
|'''Accessibility shuttle'''
|https://students.ubc.ca/about-student-services/centre-for-accessibility/ubc-accessibility-shuttle
|-
|'''Can the Library digitize VHS tapes?'''
|The Library Digitization Office only takes on specific projects. If the patron is interested in digitizing their own personal VHS tapes, Lifetime Heritage Film offers this service for a small fee. https://lifetimeheritagefilms.com/
|}

== '''Room Names in IKB:''' ==
{| class="wikitable"
|'''IKBLC Room List'''
|
|-
|'''Room Name/Office'''
|'''Room Number'''
|-
|Alison Harbour Meeting Room
|263
|-
|Atlin Meeting Room
|191
|-
|Bamfield Meeting Room
|157
|-
|Bella Bella Meeting Room
|192
|-
|Bella Coola Meeting Room
|193
|-
|Bralorne Reading Room
|490
|-
|Centre for Teaching, Learning & Technology
|102
|-
|Centre for Teaching, Learning & Technology
|214
|-
|Chapman Learning Commons
|300
|-
|Chapman Learning Commons/Centre for Writing and Scholarly Communication
|318/319
|-
|Chilcotin Boardroom
|256
|-
|Chilko Meeting Room
|195
|-
|Chung Room & Collection
|111
|-
|Clearwater Meeting Room
|264
|-
|Columbia River Room
|316
|-
|Coordinated Arts Program
|355
|-
|Digital Media Room
|324
|-
|Digital Media Room
|325
|-
|Digitization Centre
|103
|-
|DIY Media Studio
|323
|-
|Dodson Room
|302
|-
|Fernie Reading Room
|380
|-
|Fort Fraser Reading Room
|110
|-
|Fraser Meeting Room
|183
|-
|Fraser River Room
|227
|-
|Gold River Videoconference Room
|272
|-
|Golden Jubilee Room
|400
|-
|Granby River Room
|417
|-
|Hartley Bay Meeting Room
|266
|-
|Hazelton Classroom
|460
|-
|IKBLC Program Services
|203
|-
|Keremeos Lounge
|262
|-
|Kimberley Study Room
|385
|-
|Kitimat Lab
|457
|-
|Kootenay River Room
|422
|-
|Library Administration
|241
|-
|MAA Storage
|419
|-
|Mackenzie Seminar Room
|112
|-
|McBride Meeting Room
|265
|-
|Moresby Classroom
|185
|-
|Music, Art & Architecture
|414
|-
|Music, Art & Architecture Circulation
|314
|-
|Music, Art & Architecture Seminar Room
|326
|-
|Muskwa River Room
|416
|-
|Musqueam Reading Room
|455
|-
|Namu Meeting Room
|194
|-
|Nass Reading Room
|459
|-
|Nazko Valley Board Room
|255
|-
|Nicola River Room
|322
|-
|Nimpkish Study Area
|387
|-
|Office of the University Librarian
|202
|-
|Oliver Room
|361
|-
|Parliamentary Classroom
|155
|-
|Peace River Classroom
|261
|-
|Pena Room
|301
|-
|Qualicum Reading Room
|305
|-
|Quesnel River Room
|415
|-
|Rare Books & Special Collections
|110
|-
|Ridington Room
|321
|-
|Sandspit Meeting Room
|381
|-
|Science One Program
|361
|-
|Skeena River Room
|317
|-
|SLAIS Office
|473
|-
|Slocan Study Room
|471
|-
|Stewart Meeting Room
|184
|-
|Stikine Room
|260
|-
|Terrace Lab
|458
|-
|Thompson Meeting Room
|196
|-
|Thompson River Room
|315
|-
|Tofino Meeting Room
|156
|-
|Trail Meeting Room
|491
|-
|Ucluelet Meeting Room
|158
|-
|Victoria Learning Theatre
|182
|-
|Wells Classroom
|461
|-
|Yukon Meeting Room
|181
|}

Learning Commons:Chapman Learning Commons/Lost and Found

2024-01-05T20:47:19Z

DanielMurphy:

'''DO NOT CONFIRM OR DENY LOST & FOUND ITEMS UNLESS THE PATRON IS THERE IN PERSON.'''

'''The Lost and Found is located in the cabinet behind the Circulation desk (MAA side).'''

== Policies ==
# Do not put any food or beverages in the lost and found. Empty all containers immediately.
# High ticket items are to be placed in the Lost & Found Bin on the MAA-side of the circulation desk.
#* High ticket items are:
#** reading glasses
#** UBC ID
#** wallets
#** Government issues ID
#** passports
#** cell phones
#** Laptops
# The Program Assistant will collect items and bring them to central Lost & Found in the Bookstore once every week.
# '''Do not contact patrons about lost items!'''

'''Compass Card Note:''' If students have linked compass cards to their UPass accounts, they have their card number on there. Get the patron to check their account and compare the number before giving them the Compass card.

Learning Commons:Chapman Learning Commons/Lost and Found

2024-01-05T20:46:32Z

DanielMurphy:

'''DO NOT CONFIRM OR DENY LOST & FOUND ITEMS UNLESS THE PATRON IS THERE IN PERSON.'''

'''The Lost and Found is located in the cabinet behind the Circulation desk.'''

== Policies ==
# Do not put any food or beverages in the lost and found. Empty all containers immediately.
# High ticket items are to be placed in the Lost & Found Bin on the MAA-side of the circulation desk.
#* High ticket items are:
#** reading glasses
#** UBC ID
#** wallets
#** Government issues ID
#** passports
#** cell phones
#** Laptops
# The Program Assistant will collect items and bring them to central Lost & Found in the Bookstore once every week.
# '''Do not contact patrons about lost items!'''

'''Compass Card Note:''' If students have linked compass cards to their UPass accounts, they have their card number on there. Get the patron to check their account and compare the number before giving them the Compass card.

Learning Commons:Chapman Learning Commons/Software Troubleshooting

2024-01-03T22:50:57Z

DanielMurphy:

== Computers Quick Guide ==
[https://learningcommons.ubc.ca/our-space-equipment/use-our-computers/ To learn more about out computers visit this page] (open to the public)

Key notes:

* Computers along the wall of the heritage core are attached to scanners.
* All Macs on level 3 have SD card compatibility

== Full List of Computer Software ==
[https://services.library.ubc.ca/computers-technology/public-computers Click here to see a full list of the software we have.]

Key notes:

* Lockdown browser can be installed on any of our 3rd floor PCs (this is not true anywhere else on campus)
* Macs and PCs have Zoom capability
* Macs have Adobe Creative Cloud, Audacity, Final Cut Pro, Github, Redcine, VideoScribe (many other places on Campus do not have this)

== General Troubleshooting with PCs ==
[https://downloads.dell.com/manuals/all-products/esuprt_electronics_accessories/esuprt_electronics_accessories_monitors/dell-u2718q-monitor_user%27s-guide_en-us.pdf PC guide for PCs in Heritage Core]

Note: Sometimes people change the input selection these so they can plug in their computer (IF YOU SEE IT PLEASE ASK THEM NOT TOO). If they do this and do not fix it the screen appears not to work. Use the buttons on the PC to change the input from HDMI to mDP (Mini display port). If you can, try to fix yourself and not submit a ticket.

== PC Display Input Not Found ==
Follow these steps to change the display input settings:

# [[File:Display input 1.png|thumb|256x256px]]Press and Hold the button on the monitor
# [[File:Display input 2.png|thumb|256x256px]]Toggle through the display input source options
# [[File:Display input 2.png|thumb|252x252px]]Confirm your selection by pressing the same button on the monitor

== Troubleshooting with Dual Display Stations ==
Learn more about the [https://learningcommons.ubc.ca/use-our-computers/ Dual Display Stations] . There are 5 stations on both the 2nd and the 3rd floor.

Ensure that

* Cables are connected to the dock and monitor.
* Both dock and monitor have power
* Plug in user's laptop / tablet/ phone that is not working with this dock into another dock to test if it works there.
* If using a CLC laptop to test further, make sure to write down the number on the top of the laptop ex) Barber-512
* Keep track of what cord you are using to connect --connecting via the USB-C cable to the Dell laptop directly or were you using the USB-A to USB-C adapter that is attached to this model of the docking station
* Restart if needed
** If you end up needing to submit a ticket to IT make sure to record all of this information in the ticket.

== General Troubleshooting with UBC Software ==
[https://ubc.service-now.com/kb_view.do?sysparm_article=KB0017918 See UBC IT guide linked here]

== Adobe Creative Suite ==
Adobe has [https://helpx.adobe.com/ca/support.html videos and step-by-step guides for help] with all of their programs.

As students you also have access to [https://students.ubc.ca/career/career-resources/make-most-linkedin/linkedin-learning LinkedIn learning] which has guides about using Adobe.
[[File:Adobe SDL Poster-1-Page-How-to-for-User-Login-Steps-scaled.jpg|thumb]]
Students, Staff & Faculty can learn how to log into Adobe Creative Suite [https://learningcommons.ubc.ca/our-space-equipment/use-our-computers/ '''on our website here'''] - under "Mac Computer Workstations", "Frequently Asked Questions", "Using Adobe Creative Cloud".

NOTE: Students cannot download Adobe Creative Suite onto their personal devices (Staff & Faculty can via: https://ubc.onthehub.com/WebStore/Welcome.aspx). Students have access to Adobe products on the Mac Computers in the Heritage Core.

== Canvas Support ==
At the CLC, we provide a basic level of support for the online learning management system (LMS) Canvas. Please refer to our Toolkit on the Learning Commons Website for the extent of information about Canvas that you should be expected to answer at the desk.

Other Resources:

[https://students.canvas.ubc.ca/ CTLT: Canvas Student Guide] (start here)

[http://blogs.ubc.ca/commons/files/2020/05/Canvas-Student-Guide.pdf CTLT: Canvas Student Guide PDF]

Feel free to draw on your own experiences using Canvas as well, but if you encounter a question you cannot answer, there are two places that you can '''refer''' folks for more complex questions or issues:

* '''UBC's IT Service Center Help Desk''' (Located in Koerner Library). These folks will support anyone: students, alumni and community users, staff, etc. Patrons can submit a ticket online, or walk-in during opening hours.
* '''Faculty and/or Staff Questions?''' You may refer faculty members and staff to the Centre for Teaching, Learning and Technology (CTLT), located downstairs on the 2nd floor of IKBLC. They will handle more complex questions related to faculty or staff members' use of Canvas (for example, if a faculty member wants to implement a certain extension into their Canvas course so their students can upload videos as assignments).
* A note on '''Canvas File Size:''' Patrons can have issues uploading a file during exams as the file may be too large. Canvas has a limit to the size of file you can upload. [https://canvas.gsa.ac.uk/courses/149/pages/file-upload-size-limits?module_item_id=34408 Read about Canvas file size limits here]. The following method of lowering file size, on Mac only, '''DOES NOT''' require any third party application.
# Record your video
# Drag it to the desktop
# Right click and select “Encode Selected Video Files”
# Change it to ‘ H.264 480’
# Click ‘Continue’

Here is a list of questions we could ask patrons if they have Canvas issues on Chrome (or Firefox and IE but with Private Browser and InPrivate window respectively):

# What browser are you using?
# Is the browser up to date?
# Have you enabled cookies?
# Clear your browser cache and cookies.
# Use your browser in incognito mode.
# It's most likely that the problem is caused by a extension. Disable all extensions.
# Enable your extensions one by one.

Source: https://community.canvaslms.com/t5/Question-Forum/Canvas-browser-problems/td-p/126690

== CLAS and TopHat ==
[https://clas.ubc.ca/student-guide/getting-started/?login CLAS Student Guide] (Used by Faculty of Education)

[https://isitworkshops.arts.ubc.ca/workshop-topics/learning-technology/tophat-workshops/?login TopHat (Arts ISIT)]: For student support and troubleshooting, contact Top Hat support at this link as they are usually account-based problems in which we don’t have access to: https://success.tophat.com/s/contact-main. If students have not used Top Hat before, they could be directed to this guide: https://success.tophat.com/s/article/Student-Top-Hat-Overview-and-Getting-Started-Guide

== Google or Gmail Authentication ==
Students may have trouble authenticating their email on our library and heritage core computers. Our only workaround right now is to turn off 2-step verification.

# If they have a "gmail" or "google" app OR their phone has internet connectivity: Go into the account app or login on a browser. [https://support.google.com/accounts/answer/185839?hl=en&co=GENIE.Platform%3DDesktop Turn off 2-step verification] (they can turn it on later if they want to). Once it is off, try logging in again on our library computer
# They can login to their google account on one of our laptops/ the mac - then they can [https://support.google.com/accounts/answer/185839?hl=en&co=GENIE.Platform%3DDesktop Turn off 2-step verification]

== Kaltura ==
[https://isit.web.arts.ubc.ca/kaltura/ Arts ISIT Kaltura Guide]

[https://vimeo.com/452341489/ea1205940d Find a recording of a Kaltura Capture and Media Management Training Session here.]

== Lockdown Browser ==
Lockdown Browser is on all PC's and Mac's at the Chapman Learning Commons, Level 3. Or they can rent a laptop and install it on that and take their exam wherever. Extended loans will usually be approved upon request for this purpose.

== Microsoft Programs ==
Microsoft has a [https://support.office.com/en-us/office-training-center training centre] for all of their programs. They also have a [https://support.office.com/ support page].

[http://blogs.ubc.ca/commons/files/2020/08/Microsoft-365-Download-Guide-.pdf Microsoft 365 Download Guide]

'''Issue with Licencing?''' [http://blogs.ubc.ca/commons/files/2021/09/Microsoft-Office-Licensing-Guide.pdf SEE OUR CLC MADE GUIDE JUST FOR YOU]

'''Microsoft One Drive'''

[https://it.ubc.ca/services/web-servers-storage/microsoft-onedrive Microsoft One Drive]

[https://keeplearning.ubc.ca/technologies/?login OneDrive student information + guide]

[https://keeplearning.ubc.ca/setting-up/?login OneDrive plug in tech prep section]

[https://keeplearning.ubc.ca/faq/?login OneDrive student FAQ]

'''Microsoft Teams'''

[https://it.ubc.ca/services/email-voice-internet/microsoft-teams Microsoft Teams Guide]

[https://keeplearning.ubc.ca/technologies/#teams Teams student information + guide]

[https://keeplearning.ubc.ca/learning-tips/#group-work Teams plug in group work section]

[https://keeplearning.ubc.ca/faq/#teams Teams student FAQ]

'''Microsoft Word'''
{| class="wikitable"
|+
!Problem
!Solution
|-
|Paragraph symbol and dots in between words.
|Hold "Control" + "Shift" + "8"
OR

Go to the Office icon --> Editor options --> Display - uncheck everything in the show list
|}

== Wordpress ==
We can provide basic Wordpress support: creating pages; editing pages; adding media (images, videos); and ordering pages/creating menus. These resources might help:

[https://wordpress.org/support/article/wordpress-editor/ Using the Wordpress Editor: https://wordpress.org/support/article/wordpress-editor/]

Back-End menu navigation: https://wordpress.org/support/article/first-steps-with-wordpress/

Uploading Media: https://wordpress.org/support/article/inserting-images-into-posts-and-pages/

Some more information about menus:

Adding Menus and Pages Pages <nowiki>http://en.support.wordpress.com/menus/#adding-pages</nowiki>

Changing the Order & Creating Sub-Menus <nowiki>http://en.support.wordpress.com/menus/#changing-the-order-creating-sub-menus</nowiki>

== Zoom ==
[http://blogs.ubc.ca/commons/files/2020/05/Zoom-Student-Guide.pdf CTLT: Zoom Student Guide]

[https://support.zoom.us/hc/en-us/articles/360027397692-Desktop-client-and-mobile-app-comparison Zoom on Computer vs. Mobile- App Comparison of Capabilities]

'''A note on Zoom:''' Faculty can now schedule Zoom meetings from within their Canvas courses and will allow students to access class sessions and recordings from within Canvas as well. Instructors can add the Zoom tool to their course by adding it to the Course Navigation under settings.

We are working on updates to the Zoom tool guide for instructors and to the Keep Teaching website and will provide those links when they are available. Note that this integration does not allow for single sign on between Canvas and Zoom and instructors will still need a Zoom account in UBC’s Zoom instance to utilize the integration.

'''How to update:''' Zoom does not automatically install updates. If you already have the Zoom desktop client installed, you can check for updates:
# Sign in to Zoom desktop client.
# Click your profile picture then click '''Check for Updates'''.
# If there is a newer version, Zoom will download and install it.
Alternately, you can manually download an update without checking your desktop client by going to: <nowiki>https://support.zoom.us/hc/en-us/articles/201362233-Upgrade-update-to-the-latest-version</nowiki> (Links to an external site.)

In the Learning Commons, patrons can download Zoom, Lockdown Browser, etc. on the PC computers '''only'''. The Mac workstations require an admin password so patrons can not download software onto them.

'''New Features w/ version 5.3:''' A complete list of newly added/patched features can be found on the Zoom release notes website (Links to an external site.).

'''Self-select a Breakout Room:''' The host can now create breakout rooms with the option for participants to self-select which breakout room they would like to join. If enabled, participants can move freely between breakout rooms, without needing the host’s help. Both the meeting host and participants need to be on Client 5.3.0 or later to self-select Breakout Rooms.

'''Additional meeting reactions:''' Meeting participants can now react with a heart, surprised face, laughing face, or party emoji.

'''Virtual Background support for Android:''' Android users can now utilize the virtual background feature. This feature requires Android 8.0 or higher and a processor with 8 or more cores.

Learning Commons:Chapman Learning Commons/Desk Map

2023-12-11T20:57:24Z

DanielMurphy:

'''Colour Coding'''

Some items are labeled with colourful duct tape to help identify them. Here is what the different colours mean:
* Yellow: Mac & USB-C type adapters
* Red: All other adapters (HDMI, VGA, etc.)
* Green: Items that should be loaned with the inner bag (these items should be double-bagged)
* Orange: Items that are pre-bookable on LibCal. Only loan these if the patron has booked them on LibCal OR if you book it for the patron on LibCal. Otherwise you may be taking it away from someone who has booked it later on!
'''Plastic Bags'''

Some items to be loaned with bags are now '''double bagged'''. These are identifiable by their green tape. Please loan the inner bags without barcodes to patrons so we can keep the loss of barcodes to a minimum- but still ask patrons to return them with the items. The inner bags are labeled with the last four digits of the barcode for identification.

Items like chargers ONLY have ONE bag. Please keep the bag and loan out the item.

'''Back Office'''

In the back office (318), there are the following equipment items:

* lighting kit
* ring light kit
* podcasting kit
* staff laptops (in the cabinet under the kettle)
'''Adapters'''

All of the adapters are listed on the front of the two bins! Additional tips:

* If we are out of USB-C to HDMI adapters, check if there are any USB-C Multiport available
* HDMI adapters are for sound & visual information, while VGA will only transmit visual information

Learning Commons:Chapman Learning Commons/Using the Printers

2023-10-31T15:57:37Z

DanielMurphy:

=== FOR CLCAs ===
{| class="wikitable"
|+
!Category
!Solution
!Images (Optional)
|-
|'''Checking Paper and Toner Level'''
|
# Press 'Check Status' button. Bottom left corner of the screen (Figure 1).
# Press ' Machine Inquiry/info' button. Top right corner of the screen (Figure 2).
# View page for paper and toner levels (Figure 3).

<nowiki>*****</nowiki>Be absolutely sure that the toners are completely empty before replacing them, otherwise they may spill. As seen in the image, the “K: Black” toner is low with only about 1-20% left. Although it is running out, it should be left as it is until that value has reached 0%.
|[[File:Paper level check 1.jpg|thumb|Figure 1|alt=|center|80x80px]]
[[File:Paper level check 2.jpg|thumb|Figure 2|alt=|center|80x80px]]
[[File:Paper level check 3.jpg|thumb|Figure 3|alt=|center|80x80px]]
|-
|'''Detecting Printer Errors'''
|Look for a red warning light located at the bottom-left corner of the screen. An error message should be on the screen with directions. If not, follow the steps below.

# Go to the main menu and click on “Check Status”
# In the new window, go to the “Mach. Status” tab, check what the initial error message is, and click on the “Check” button for more details.

For troubleshooting errors, go to [http://blogs.ubc.ca/commons/2-common-printer-errors/ Common Printer Problems and Errors]
|
|-
|'''Loading Paper'''
|
* '''For black and white printers downstairs:'''
**'''Tray 1 (8.5x11) is unique''':
**# Find the natural bend of the paper and keep that bend down when you load the paper.
**# Load the paper on the Left-hand side (see video) in small segments. Place your hand below the new paper stack when loading it into the tray to keep it flat. Then close the tray (do NOT overfill past the Sharpie-marked lines as it will cause the printer to malfunction).
**# Once you've closed the left hand side, the paper will move to the right automatically.
**# Open the printer again, load the left-hand side again, then close the door.
**# Take care not to exceed the limit of paper, indicated by the Sharpie lines drawn below the orange line.
**# *DO not just load piecemeal or "top up" the paper! When paper needs to be added empty the trays and then add the full amount.
*'''For the colour printers upstairs:'''
** These printers have an external tray.
** Before adding paper remove the top sheet of any paper already in the tray.
|[https://youtu.be/a26YfbG_fYk START BY WATCHING THIS VIDEO]
|-
|'''Loading Toner'''
|
* Toner levels are indicated on the home screen.
* Replacing the toner cartridges is different depending on what kind of printer they are in.

=== Black and white printers ===
[[File:Level_2_Toner.jpg|left|thumb|Level 2 Toner Level|82x82px]]

For the 2 black and white printers on level two, check the black bar on the home screen labeled 'K' to see the remaining toner level.

'''To change toner on black and white printers: (the printer will guide you through the steps)'''
# Swivel the cartridge out to the right
# Twist the empty toner capsule out
# Check for the cap. Twist the new cartridge in.
'''*The toner for the colour machines does not work in the black and white machines.'''

=== Colour printers ===
Colour printers (four on Level 3, one on Level 2) will show the toner levels on the home screen in four bars labeled CMYK (cyan, magenta, yellow, black).[[File:Level_3_Toner.jpg|left|thumb|Level 3 Toner Level]]

'''To change toner in colour printers: (the printer will guide you through the steps)'''

<nowiki>**</nowiki>The 4 cartridges have a different layout than the one black cartridge in the picture.
# Turn the cartridge to the right. Pull out.
# Remove the cap. Push new cartridge in. Turn left to lock.
'''*Only change toner when the machine indicates that the toner is empty, not when it displays as low.'''
|[[File:Black_and_White_Toner.jpg|thumb|Black and White Toner|alt=|center|102x102px]]
|-
|'''Where do I put the empty toner cartridge?'''
|Put it on the Program Assistant's desk in the back office, NOT in the cabinet at the CLC desk!
|
|-
|'''Running out of toner?'''
|Put it on the CLC Housekeeping Document! (CLCOA Blog>Other Services>CLC Housekeeping)
|
|-
|'''CLC Paper Running Low'''
|
* '''During Business Hours:'''
**'''Non-Urgent:''' Call or ask the Program Assistant (or Lisa if the PA is unavailable) if they have time to go to the basement and bring up more paper. (This is the best option! Work together to make sure paper is kept stocked so people working alone don't have to scramble.) If the cabinet is only running a little low, fill out the CLC Housekeeping document on the blog, under "Other Sevices".
**'''Urgent:''' Get paper from Staff Office (RM 318). Then call the PA or Lisa to ask for more paper. (2-3 boxes can fit into the cupboard)
*'''Evenings, Weekends, and other Lonely Shifts:'''
# Check to see if there is any paper in 318 (the 3rd floor office)
# If there isn't any, go downstairs to Staff Office (RM 318) to check if there are boxes of paper.
#* If the paper is heavy, DON'T try to carry it yourself. Speak to a member of the staff team to locate a cart.
|
|-
|'''Patrons complaining paper printing with streaks'''
|
* Offer the student a refund and tell them to use a different printer for the time being.
* Remove the toner and carefully shake it! Put the toner back in the machine as normal.
* '''Follow up:'''
** Check Teams to see if other folks have had this issue recently - comment on post if made in the last two week OR make your own to report issue to the team.
** Test the printer - using one of the Magic Print cards to print a simple document to see if the error occurs again
** If error continues to occur ( +1 report with 2 weeks) please put in a ticket to Ricoh - add when error was reported internally
|
|}

'''Common Printer Maintenance Problems'''
{| class="wikitable"
|'''Category'''
|'''Issue'''
|'''Solution'''
|'''Images (Optional)'''
|-
|Error
|''Restart: Functional Problem''
|
# Restart printer by pressing on-screen restart button or holding down red physical power button for one second to shut it down(often hidden behind a small cover), and then pressing again to start printer again
# If Step 1 does not resolve the issue. Turn off the machine physically with the power button. Reach behind the printer and unplug power cable and ethernet cable (square-ish cable, small).
# Leave alone for 10-20 minutes for a full power down reset.
# Power on the printer
|
|-
|Error
|''Service Call: Functional Problem''

Error Code: SC542-02
|Note: There is a high likelihood that the printer has already reported the incident to the Ricoh service centre automatically. However, you should still call to double-check with Ricoh.

# Take a picture of the error message displayed on the screen.
# Note down the service code and the serial number of the machine.
# Put up an “out of order” sign (signs can be found under the table behind the desk).
# Refer to the instructions for calling Ricoh in “Step 3: Reporting a problem with the printers (next step)”
|[[File:Service_Call-_Functional_Problem_1.jpg|alt=|center|thumb|81x81px|Service Call- Functional Problem 1]][[File:Service_Call-_Functional_Problem_2.jpg|alt=|center|thumb|79x79px|Service Call- Functional Problem 2]]
|-
|Error
|''Device Functions Inaccessible''
|
# Contact Ricoh immediately and do not attempt to fix
|[[File:Device_Functions_Inaccessible.jpg|alt=|center|thumb|80x80px|Device Functions Inaccessible]]
|-
|Paper Jam
|Can’t find paper to pull out of system
|
# Pull out tray one/two to '''look behind for stuck paper'''.
# Look at other areas not mentioned by system (If System mentions A, look at B as well)
|
|-
|Paper Jam
|Regular Procedure

''Printer Error: “Printer Misfeed”''
|
# Follow the instructions on the screen and remove the misfed paper.

However, there are occasionally incidents of persistent paper jams (ones that reoccur constantly). In this case, you should try one of two troubleshooting methods (or both!):

# Restart the printer
# Remove all the paper from the paper tray in question
# Rearrange the paper (so that they are more neatly stacked)
# Give them a good shuffle, and return them to the paper tray.
|[[File:Printer_Error-_“Printer_Misfeed”.jpg|alt=|none|thumb|85x85px|Printer Error- “Printer Misfeed”]]
|-
|Paper Jam
|Constant paper jamming
|
# Re-insert paper.
# Look for crumpled/creased paper that can cause paper jams.

Belt might need to be cleaned/replaced by Ricoh tech. Contact if necessary.
|
|-
|Refills
|Toner Waste Cartridge full
|Waste toner cartridges for the colour printers can be found in the back office (Room 318). Refilling is similar to refilling regular toner cartridges, but without shaking.

'''NOTE''': For the Black & White printer on level 2 (RC3) – we are not able to replace the waste toner. Please place a service call with Ricoh.
|
|-
|Refills
|Undetected Paper after Refill
|In colour printers, reinsert paper AND/OR restart the printer.

In mono printers, ensure that the right side is inserted first independently of the entire drawer- Push it all the way in, There should be a “click” sound once secured. Only then, push the drawer and the left side in to close.

In both colour and mono printers, ensure that the refilled paper does not go over the marked blacked line, indicating the max refill amount.
|[[File:Paper_Fill_Line.jpg|alt=|center|thumb|107x107px|Paper Fill Line]]
|-
|Refills
|Toner Cartridge detected as “low” even with ink left
|Remove the cartridge completely and restart the printer with the power button. If the cartridge still does not register, exchange it for a new one.
|
|-
|Error
|Reduce paper in Tray "x" to the limit mark or reset Tray "x" correctly.
|Open the tray and see whether the paper levels are below the paper fill line.

* If they are not below the line, take some paper out, close the tray and see if that fixes the error.
* If they are below the line, take the paper out from the right stack inside the tray and close the tray. This should allow the paper to shift paper to the right on its own and fix the error.
|[[File:Tray reset error.jpg|border|center|thumb|100x100px|Tray reset error]]
|}

Learning Commons:Chapman Learning Commons/Using the Printers

2023-10-31T15:57:11Z

DanielMurphy:

=== FOR CLCAs ===
{| class="wikitable"
|+
!Category
!Solution
!Images (Optional)
|-
|'''Checking Paper and Toner Level'''
|
# Press 'Check Status' button. Bottom left corner of the screen (Figure 1).
# Press ' Machine Inquiry/info' button. Top right corner of the screen (Figure 2).
# View page for paper and toner levels (Figure 3).

<nowiki>*****</nowiki>Be absolutely sure that the toners are completely empty before replacing them, otherwise they may spill. As seen in the image, the “K: Black” toner is low with only about 1-20% left. Although it is running out, it should be left as it is until that value has reached 0%.
|[[File:Paper level check 1.jpg|thumb|Figure 1|alt=|center|80x80px]]
[[File:Paper level check 2.jpg|thumb|Figure 2|alt=|center|80x80px]]
[[File:Paper level check 3.jpg|thumb|Figure 3|alt=|center|80x80px]]
|-
|'''Detecting Printer Errors'''
|Look for a red warning light located at the bottom-left corner of the screen. An error message should be on the screen with directions. If not, follow the steps below.

# Go to the main menu and click on “Check Status”
# In the new window, go to the “Mach. Status” tab, check what the initial error message is, and click on the “Check” button for more details.

For troubleshooting errors, go to [http://blogs.ubc.ca/commons/2-common-printer-errors/ Common Printer Problems and Errors]
|
|-
|'''Loading Paper'''
|
* '''For black and white printers downstairs:'''
**'''Tray 1 (8.5x11) is unique''':
**# Find the natural bend of the paper and keep that bend down when you load the paper.
**# Load the paper on the Left-hand side (see video) in small segments. Place your hand below the new paper stack when loading it into the tray to keep it flat. Then close the tray (do NOT overfill past the Sharpie-marked lines as it will cause the printer to malfunction).
**# Once you've closed the left hand side, the paper will move to the right automatically.
**# Open the printer again, load the left-hand side again, then close the door.
**# Take care not to exceed the limit of paper, indicated by the Sharpie lines drawn below the orange line.
**# *DO not just load piecemeal or "top up" the paper! When paper needs to be added empty the trays and then add the full amount.
*'''For the colour printers upstairs:'''
** These printers have an external tray.
** Before adding paper remove the top sheet of any paper already in the tray.
|[https://youtu.be/a26YfbG_fYk START BY WATCHING THIS VIDEO]
|-
|'''Loading Toner'''
|
* Toner levels are indicated on the home screen.
* Replacing the toner cartridges is different depending on what kind of printer they are in.

=== Black and white printers ===
[[File:Level_2_Toner.jpg|left|thumb|Level 2 Toner Level|82x82px]]

For the 2 black and white printers on level two, check the black bar on the home screen labeled 'K' to see the remaining toner level.

'''To change toner on black and white printers: (the printer will guide you through the steps)'''
# Swivel the cartridge out to the right
# Twist the empty toner capsule out
# Check for the cap. Twist the new cartridge in.
'''*The toner for the colour machines does not work in the black and white machines.'''

=== Colour printers ===
Colour printers (four on Level 3, one on Level 2) will show the toner levels on the home screen in four bars labeled CMYK (cyan, magenta, yellow, black).[[File:Level_3_Toner.jpg|left|thumb|Level 3 Toner Level]]

'''To change toner in colour printers: (the printer will guide you through the steps)'''

<nowiki>**</nowiki>The 4 cartridges have a different layout than the one black cartridge in the picture.
# Turn the cartridge to the right. Pull out.
# Remove the cap. Push new cartridge in. Turn left to lock.
'''*Only change toner when the machine indicates that the toner is empty, not when it displays as low.'''
|[[File:Black_and_White_Toner.jpg|thumb|Black and White Toner|alt=|center|102x102px]]
|-
|'''Where do I put the empty toner cartridge?'''
|Put it on the Program Assistant's desk in the back office, NOT in the cabinet at the CLC desk!
|
|-
|'''Running out of toner?'''
|Put it on the CLC Housekeeping Document! (CLCOA Blog>Other Services>CLC Housekeeping)
|
|-
|'''CLC Paper Running Low'''
|
* '''During Business Hours:'''
**'''Non-Urgent:''' Call or ask the Program Assistant (or Lisa if the PA is unavailable) if they have time to go to the basement and bring up more paper. (This is the best option! Work together to make sure paper is kept stocked so people working alone don't have to scramble.) If the cabinet is only running a little low, fill out the CLC Housekeeping document on the blog, under "Other Sevices".
**'''Urgent:''' Get paper from Staff Office (RM 318). Then call the PA or Lisa to ask for more paper. (2-3 boxes can fit into the cupboard)
*'''Evenings, Weekends, and other Lonely Shifts:'''
# Check to see if there is any paper in 319 (the 3rd floor office)
# If there isn't any, go downstairs to Staff Office (RM 318) to check if there are boxes of paper.
#* If the paper is heavy, DON'T try to carry it yourself. Speak to a member of the staff team to locate a cart.
|
|-
|'''Patrons complaining paper printing with streaks'''
|
* Offer the student a refund and tell them to use a different printer for the time being.
* Remove the toner and carefully shake it! Put the toner back in the machine as normal.
* '''Follow up:'''
** Check Teams to see if other folks have had this issue recently - comment on post if made in the last two week OR make your own to report issue to the team.
** Test the printer - using one of the Magic Print cards to print a simple document to see if the error occurs again
** If error continues to occur ( +1 report with 2 weeks) please put in a ticket to Ricoh - add when error was reported internally
|
|}

'''Common Printer Maintenance Problems'''
{| class="wikitable"
|'''Category'''
|'''Issue'''
|'''Solution'''
|'''Images (Optional)'''
|-
|Error
|''Restart: Functional Problem''
|
# Restart printer by pressing on-screen restart button or holding down red physical power button for one second to shut it down(often hidden behind a small cover), and then pressing again to start printer again
# If Step 1 does not resolve the issue. Turn off the machine physically with the power button. Reach behind the printer and unplug power cable and ethernet cable (square-ish cable, small).
# Leave alone for 10-20 minutes for a full power down reset.
# Power on the printer
|
|-
|Error
|''Service Call: Functional Problem''

Error Code: SC542-02
|Note: There is a high likelihood that the printer has already reported the incident to the Ricoh service centre automatically. However, you should still call to double-check with Ricoh.

# Take a picture of the error message displayed on the screen.
# Note down the service code and the serial number of the machine.
# Put up an “out of order” sign (signs can be found under the table behind the desk).
# Refer to the instructions for calling Ricoh in “Step 3: Reporting a problem with the printers (next step)”
|[[File:Service_Call-_Functional_Problem_1.jpg|alt=|center|thumb|81x81px|Service Call- Functional Problem 1]][[File:Service_Call-_Functional_Problem_2.jpg|alt=|center|thumb|79x79px|Service Call- Functional Problem 2]]
|-
|Error
|''Device Functions Inaccessible''
|
# Contact Ricoh immediately and do not attempt to fix
|[[File:Device_Functions_Inaccessible.jpg|alt=|center|thumb|80x80px|Device Functions Inaccessible]]
|-
|Paper Jam
|Can’t find paper to pull out of system
|
# Pull out tray one/two to '''look behind for stuck paper'''.
# Look at other areas not mentioned by system (If System mentions A, look at B as well)
|
|-
|Paper Jam
|Regular Procedure

''Printer Error: “Printer Misfeed”''
|
# Follow the instructions on the screen and remove the misfed paper.

However, there are occasionally incidents of persistent paper jams (ones that reoccur constantly). In this case, you should try one of two troubleshooting methods (or both!):

# Restart the printer
# Remove all the paper from the paper tray in question
# Rearrange the paper (so that they are more neatly stacked)
# Give them a good shuffle, and return them to the paper tray.
|[[File:Printer_Error-_“Printer_Misfeed”.jpg|alt=|none|thumb|85x85px|Printer Error- “Printer Misfeed”]]
|-
|Paper Jam
|Constant paper jamming
|
# Re-insert paper.
# Look for crumpled/creased paper that can cause paper jams.

Belt might need to be cleaned/replaced by Ricoh tech. Contact if necessary.
|
|-
|Refills
|Toner Waste Cartridge full
|Waste toner cartridges for the colour printers can be found in the back office (Room 318). Refilling is similar to refilling regular toner cartridges, but without shaking.

'''NOTE''': For the Black & White printer on level 2 (RC3) – we are not able to replace the waste toner. Please place a service call with Ricoh.
|
|-
|Refills
|Undetected Paper after Refill
|In colour printers, reinsert paper AND/OR restart the printer.

In mono printers, ensure that the right side is inserted first independently of the entire drawer- Push it all the way in, There should be a “click” sound once secured. Only then, push the drawer and the left side in to close.

In both colour and mono printers, ensure that the refilled paper does not go over the marked blacked line, indicating the max refill amount.
|[[File:Paper_Fill_Line.jpg|alt=|center|thumb|107x107px|Paper Fill Line]]
|-
|Refills
|Toner Cartridge detected as “low” even with ink left
|Remove the cartridge completely and restart the printer with the power button. If the cartridge still does not register, exchange it for a new one.
|
|-
|Error
|Reduce paper in Tray "x" to the limit mark or reset Tray "x" correctly.
|Open the tray and see whether the paper levels are below the paper fill line.

* If they are not below the line, take some paper out, close the tray and see if that fixes the error.
* If they are below the line, take the paper out from the right stack inside the tray and close the tray. This should allow the paper to shift paper to the right on its own and fix the error.
|[[File:Tray reset error.jpg|border|center|thumb|100x100px|Tray reset error]]
|}

Learning Commons:Chapman Learning Commons/Printer Not Printing

2023-10-23T16:31:39Z

DanielMurphy: Removed RC4, not in service anymore

'''BEFORE REPORTING A PROBLEM....'''
# Restart printer
# Check mini switch and unplug / plug back in
# Write down error reports on screen (if any)
# Write down the printer name correctly ex) ‘Barber-RP1’
# Trouble shoot at the following (you will need the model number) https://ricoh-kb-en.custhelp.com/app/home/region/us/brand/ricoh

'''RICOH Printer Model and Serial Particulars'''
{| class="wikitable"
|+
!Floor
!Location
!Printer Name
!Model
!Serial Number
|-
|'''2'''
|LEFT (furthest from Ike's)
|LBRY-IKB-RC5
|MP C6004ex
|C758MB21019
|-
|'''2'''
|CENTER
|LBRY-IKB-RC3
|MP 6503
|G658L700593
|-
|'''3'''
|LEFT (furthest from desk)
|LBRY-IKB-RC2
|MP C6004ex
|C758M520185
|-
|'''3'''
|RIGHT (closest to desk)
|LBRY-IKB-RC1
|MP C6004ex
|C758M821219
|}

Learning Commons:Chapman Learning Commons/Equipment/Headphones

2023-09-20T20:01:08Z

DanielMurphy:

'''Headphones'''

*Availability: [http://resolve.library.ubc.ca/cgi-bin/catsearch?bid=8575842 Check]
*Loan Time: 4 hours. Item is due before the [http://hours.library.ubc.ca/#view-chapman Learning Commons closes].
*Item Information: Sony and Neewer Headsets.
*Cable Length: 1300mm.
*Connector: 3.5mm Stereo.
*Fine Rate: $5/day

[[Category:CLC Tech Support]]
[[Category:Misc Equip]]

Learning Commons:Chapman Learning Commons/Money and Refunds

2023-09-12T16:37:43Z

DanielMurphy:

== Common Issues with Money/Print Card Balances ==
* You cannot print if you do not have money in your account.
* Certain bank cards are not accepted to load money via Pay for Print online. If a patron is having issues with this, ask them if can try a different card, or get cash to use the Print Card Vending Machine. As a last resort, if they don't have any other options, they can use their bank card to buy a $5 Guest Print Card from Circulation. NOTE: Circulation cannot load cash values onto a patron's Pay for Print account (they can only sell cards and process refunds for printer errors).
* It’s possible for patrons to have negative balances, if they had money from a first-year meal plan. Certain outlets can allow students to go into debt when purchasing food. The student must add enough money to wipe out the debt before they can print. If a patron submits a document and the status reads " Denied by External Systems" the patron should check to see if they have any funds in their account.
* To use the '''Print Card Vending Machine''' Students/Staff must [http://ubccard.ubc.ca/ activate their card] (aka add money via debit/credit online) before being able to add money using the card vending machine. If patrons need change for large bills they can get it from circulation.
** For guest cards this isn’t an issue, guests can add money to their card right away.
* If a student has a “carryover plan”, that money CANNOT be transferred to a UBC Card Plan (the account funds are deducted from for printing).

== Requirements For Refunds ==
A patron can receive a refund if...
* '''Printing''':
** They picked /libraryMono or Duplex (i.e. they did not pick a specific printer) ''AND'' the printer has charged patron for print but documents did not come out. Help the patron to check by logging into their Pay for Print account to check if the amount was charged or if the print job failed. If the amount was charged ask them to visit Circulation for a refund.
** '''NOTE:''' PayforPrint usually automatically adjusts the amount it charges someone if it does not print all the pages. This adjustment may take a few minutes to appear in a patron's account.
** The printer messed up their print job (extra ink showing lines on the paper, not enough ink, etc.)
* '''Print card vendor:'''
** If the vendor gives a receipt that says “Value not added,” patrons can present this receipt to Circulation for a cash refund.

== Refunds for Print Jobs ==
# Make sure your have followed all the steps above.
# Collect the following information: Student Name, Student Number, provide a short description of what happened and why they need a refund.
# Bring the student to MAA Circulation to get a refund. If you are in a pinch, CLC staff can also give refunds. Contact the Program Assistant or LCC.

Sandbox:Chapman Learning Commons Assistant Orientation/keys

2023-07-07T19:26:23Z

DanielMurphy:

==Keys==

The keys should be kept on or near a CLCA when on the desk. '''Never leave the keys behind''' to work with a patron or do rounds.

{| class="wikitable"
|-
! Primary Lanyard (Red) !! Secondary Lanyard (Blue) !! Key Colour/ Description!! Key Number + Purpose
|-
|Yes
|Yes
|Gold, "C" label, Comox brand
|Cabinet Key (2 tall side cabinets and 3 lower cabinets in credenza)
|-
|Yes
|Yes (Pink Crescent)
|Paw print
|Padlock for large cabinet on the left (if facing MAA library)
|-
|Yes
|
|Clover
|Padlock for center left cabinet (if facing MAA library)
|-
|Yes
|Yes (Saturn)
|Apple
|Padlock for center cabinet (if facing MAA library)
|-
|Yes
|
|Umbrella
|Padlock for center right cabinet (if facing MAA library)
|-
|Yes
|Yes (Silver Star)
|Skull
|Padlock for large cabinet on the right (if facing MAA library)
|-
|Yes
|Yes
|S
|Keys for stationary drawers under the desk
|-
| Yes || Yes || CRL 1 (small silver key with holes)|| 11-L 618 // Key for Learning Lounge (Peer Coaching Programs, Profs in Commons)
|-
|Yes
|No
|Small black key, "LL Cabinet"
|080- Unlocks the cabinet in the Learning Lounge to retrieve materials for SPAC, etc.
|-
|Yes
|Yes
|White (W)
|Key for CWSC
|-
| Yes || Yes || Green (P&D)|| 11-L 616 // Key Pena/Dodson Rooms
|-
| Yes || || SC003 (key with cylinder shaped head)|| All printers & photocopiers (*Note* There are two of these, one on the red lanyard, and one on a detachable clip)
|-
| Yes || Yes || Red (E)|| 11-L 10 // 4th floor door to bookstacks (in case the alarm goes off, key can be used to close the door to stop the alarm)
|-
|Yes
|
|Yellow (DIY)
|Digital Media Studio (Room 323, MAA Library)
|-
|Yes
|
|White plastic H shape
|To unlock sanitizing stations to refill sanitizer stands.
|-
|Yes
|
|Silver 'Hafele' Key
|Staff laptop cabinet in CLC back office.
|}

Learning Commons:Chapman Learning Commons/Phone Charging Station

2023-04-05T22:05:46Z

DanielMurphy:

Locations:

4th floor: Above the CLC desk. There are Android and Lightening Cables available here.

Patrons may use the phone charging station at their own risk. It is the responsibility of CLCAs to discourage patrons from lingering or pulling up chairs to the station.

Learning Commons:Chapman Learning Commons/Extended Loans

2023-03-29T21:54:12Z

DanielMurphy:

Patrons may request a longer loan than our specified time.

== LibCal Bookable Items ==
First, check Libcal. If the item is available on there ''and'' if it is available for the period that the patron requested (i.e.10 days or less), you may loan it to them. Libcal will tell you if there is another reservation which prevents loaning the item out past a certain date (For example, if someone wants a GoPro until October 10th, but someone else has made a reservation which starts on October 8th).

Once you have confirmed the availability of the item, ask the patron to book it in LibCal (use the QR codes in the binder to direct them) . You ''can'' do this step for them if they are in a rush, but generally you should encourage them to do this part themselves. Once the item has been reserved in LibCal, check the item out to the patron, and make sure that you adjust the loan time in Voyager to align with the time in LibCal.

OTHER items (or requests for over 10 days for LibCal items) are approved on a case-by-case basis.

* '''Bookable Item List (marked in blue on item)'''
** Camera Accessories > Go Pro Mounts (2)
** DSLRs (2)
** Go-Pro Cameras (3)
** Microphones > Hand-held Microphones (2) ; Lavalier Microphones (3) ; On Camera Microphones/ Rode (2) ; USB Microphone (2) ; Zoom recorder (1)
** Lighting Kit (1)
** Sony Camcorders (5)
** Tripods (2)
** USB Mouse (1)
** Graphics Table (1)
** Employee Loaner Laptops (10) - FOR STAFF ONLY
** LCD Projectors (2)
** Ring Light Kit (1)
** Windows 7 Laptops (6)

'''EXCEPTION:''' Employee Loaner Laptops - These items can be booked for up to a semester by staff! They are located in the back office (318), in the cabinet under the tea kettle. The (silver "HAFELE") key for this cabinet is in the grey lock box located on the wall opposite the cabinet.

== Non-LibCal Items ==
'''Laptop chargers, headphones are EXCLUDED from extended loans- you cannot give them under any circumstances.'''

'''If a patron wants an extended loan on a item that is not in LibCal:'''

# Monday to Friday 9am-5pm: Give one of us a call to approve an extended loan if someone is at the desk.
# During other hours:
#*'''DO THIS FIRST:''' Direct them to the [https://ubc.ca1.qualtrics.com/jfe/form/SV_4ZKVawSXyGuRDmK Extended Loan Request Form] (click ‘Request an Extended Loan’ from the [https://learningcommons.ubc.ca/tech-support/equipment-lending Borrow Equipment] page). Tell them the following EVERY TIME:
#** Patrons must allow 24 hours on weekdays to process these requests.
#** Requests are not processed on weekends, patrons must allot time for their requests to be approved.
#** These are requests, not guarantees. All items are subject to availability, and we do not hold items in reserve for people unless they have booked them on Libcal.
#** We reserve the right to keep some equipment behind for regular loan.
#** We will email the patron to respond to these requests. '''Always ask for this confirmation email.'''
#** '''If they already have the item, they need to bring it back to the desk to extend the loan! We do not extend loans remotely.'''
#** If they only need the item for an extra day (24hrs) or less, you can approve a loan if it is not a bookable item
#** '''ALWAYS Record it in the binder!!!'''
Please phone a member of the staff team if you have questions.

''*Click to enlarge image''

== Extended Laptop Loans ==
There are seven laptops set aside in the CLC Credenza for extended loans. These laptops are automatically loaned for '''3 days''' in Voyager, and are a good option for longer extended loans. If someone needs a laptop for longer than our usual loan time of 24 hours (for example, their laptop is in the repair shop / they aren't able to access one but need it), they can book one of these laptops for up to 3 days on LibCal. Any loan longer than this requires explicit approval from a Staff member. Do not loan these laptops out without making sure that there is a booking created in Libcal for them!

Sandbox:Chapman Learning Commons Assistant Orientation/Event Spaces

2023-03-28T19:52:34Z

DanielMurphy:

CLCAs are responsible for opening, closing, and checking the rooms when they are booked.

If someone comes to the desk and tells you they have booked a room:

1) Go to the clc.assistants@ubc.ca calendar, and click on the room that they have booked. Their name and event details should be in the calendar at their listed time.

2) Unlock the room for them and briefly review the contents of the room and give them the Room checklist.

3) Ask them to check in at the desk before they leave so that a CLCA can lock the room and review the checklist.

'''If patrons would like to book an event space, they must contact ikblc.bookings@ubc.ca. This is the only email you should share with patrons about booking events. DO NOT GIVE THEM THE PERSONAL INFORMATION OUTLINED BELOW.''' 

'''Room Booking Contact (This is for Staff Knowledge Only)'''
{| class="wikitable"
|-
!Who
!Email
!Phone
!Room Bookings
|-
|Daniel Murphy
Program Assistant

Chapman Learning Commons (CLC)
|[mailto:daniel.murphy@ubc.ca daniel.murphy@ubc.ca]
|604-827-5949
|Dodson Room (IKB 302)
Pena Room (IKB 301)
|-
|Kristen Wong
Program Services Assistant

Irving K. Barber Learning Centre (IKBLC)
|[mailto:kristen.wong@ubc.ca kristen.wong@ubc.ca]
|604-822-3310
|Chilcotin Room (IKB 256)
Golden Jubilee Room (IKB 4th floor)

Gold River Room (IKB 272)

Foyer Booths (IKB 2nd floor)
|}
'''Opening the Rooms:'''

Chilcotin Room (IKB 256): People who book this room should have access already. Otherwise, call Security and ask them to grant access.

Dodson/Pena: 11-L 116 (green key) can be used to open both rooms. 

'''Closing the Rooms:'''

When events end make sure the following are checked:
* Rooms are locked
* Furniture is back in original position (see maps in room)
* No catering left (if there is catering in the rooms, bring it outside the doors and inform Daniel)
* No posters or other supplies have been left behind
* Windows closed
* Wipe down tables if space is clear
* If the screen/projector are still on, use the wall-mounted panel near the computer to turn them off. Select "End Presentation" to do this.

'''Event Attendance:'''

Once an event has started in the Dodson or Pena Rooms, walk past during rounds to check the estimated number of attendees. [https://docs.google.com/spreadsheets/d/1uKVar_XNNNlp1_S3Vp2ZgA7MwoguaTLOl-pfrrRUUGw/edit#gid=0 Use this sheet] to log it.

Sandbox:Chapman Learning Commons Assistant Orientation/keys

2023-03-24T18:01:45Z

DanielMurphy:

==Keys==

The keys should be kept on or near a CLCA when on the desk. '''Never leave the keys behind''' to work with a patron or do rounds.

{| class="wikitable"
|-
! Primary Lanyard (Red) !! Secondary Lanyard (Blue) !! Key Colour/ Description!! Key Number + Purpose
|-
|Yes
|Yes
|ilco, silver
|Cabinet Key (2 tall side cabinets and 3 lower cabinets in credenza)
|-
|Yes
|Yes (Pink Crescent)
|Paw print
|Padlock for large cabinet on the left (if facing MAA library)
|-
|Yes
|
|Clover
|Padlock for center left cabinet (if facing MAA library)
|-
|Yes
|Yes (Saturn)
|Apple
|Padlock for center cabinet (if facing MAA library)
|-
|Yes
|
|Umbrella
|Padlock for center right cabinet (if facing MAA library)
|-
|Yes
|Yes (Silver Star)
|Skull
|Padlock for large cabinet on the right (if facing MAA library)
|-
|Yes
|Yes
|S
|Keys for stationary drawers under the desk
|-
| Yes || Yes || CRL 1 (small silver key with holes)|| 11-L 618 // Key for Learning Lounge (Peer Coaching Programs, Profs in Commons)
|-
|Yes
|No
|Small black key, "LL Cabinet"
|080- Unlocks the cabinet in the Learning Lounge to retrieve materials for SPAC, etc.
|-
|Yes
|Yes
|White (W)
|Key for CWSC
|-
| Yes || Yes || Green (P&D)|| 11-L 616 // Key Pena/Dodson Rooms
|-
| Yes || || SC003 (key with cylinder shaped head)|| All printers & photocopiers (*Note* There are two of these, one on the red lanyard, and one on a detachable clip)
|-
| Yes || Yes || Red (E)|| 11-L 10 // 4th floor door to bookstacks (in case the alarm goes off, key can be used to close the door to stop the alarm)
|-
|Yes
|
|Yellow (DIY)
|Digital Media Studio (Room 323, MAA Library)
|-
|Yes
|
|White plastic H shape
|To unlock sanitizing stations to refill sanitizer stands.
|-
|Yes
|
|Silver 'Hafele' Key
|Staff laptop cabinet in CLC back office.
|}

Sandbox:Chapman Learning Commons Assistant Orientation/keys

2023-03-24T18:01:02Z

DanielMurphy: /* Keys */

==Keys==

The keys should be kept on or near a CLCA when on the desk. '''Never leave the keys behind''' to work with a patron or do rounds.

{| class="wikitable"
|-
! Primary Lanyard (Red) !! Secondary Lanyard (Blue) !! Key Colour/ Description!! Key Number + Purpose
|-
|Yes
|Yes
|ilco, silver
|Cabinet Key (2 tall side cabinets and 3 lower cabinets in credenza)
|-
|Yes
|Yes (Pink Crescent)
|Paw print
|Padlock for large cabinet on the left (if facing MAA library)
|-
|Yes
|
|Clover
|Padlock for center left cabinet (if facing MAA library)
|-
|Yes
|Yes (Saturn)
|Apple
|Padlock for center cabinet (if facing MAA library)
|-
|Yes
|
|Umbrella
|Padlock for center right cabinet (if facing MAA library)
|-
|Yes
|Yes (Silver Star)
|Skull
|Padlock for large cabinet on the right (if facing MAA library)
|-
|Yes
|Yes
|S
|Keys for stationary drawers under the desk
|-
| Yes || Yes || CRL 1 (small silver key with holes)|| 11-L 618 // Key for Learning Lounge (Peer Coaching Programs, Profs in Commons)
|-
|Yes
|No
|Small black key labeled with "LL Cabinet"
|080- Unlocks the cabinet in the Learning Lounge to retrieve materials for SPAC, etc.
|-
|Yes
|Yes
|White (W)
|Key for CWSC
|-
| Yes || Yes || Green (P&D)|| 11-L 616 // Key Pena/Dodson Rooms
|-
| Yes || || SC003 (key with cylinder shaped head)|| All printers & photocopiers (*Note* There are two of these, one on the red lanyard, and one on a detachable clip)
|-
| Yes || Yes || Red (E)|| 11-L 10 // 4th floor door to bookstacks (in case the alarm goes off, key can be used to close the door to stop the alarm)
|-
|Yes
|
|Yellow (DIY)
|Digital Media Studio (Room 323, MAA Library)
|-
|Yes
|
|White plastic H shape
|To unlock sanitizing stations to refill sanitizer stands.
|-
|Yes
|
|Silver 'Hafele' Key
|Staff laptop cabinet in CLC back office.
|}

Learning Commons:Chapman Learning Commons/Equipment/External DVD Writer

2023-03-08T23:33:23Z

DanielMurphy:

'''USB-Powered External DVD Writer'''
*Availability: [http://resolve.library.ubc.ca/cgi-bin/catsearch?bid=8465608 Check]
*Loan Time: 1 day
*Item Information: Samsung SE 208 8x Slim Portable External USB Writer. Play and burn CDs and DVDs.
*Item contains USB cable.
*Manual: [https://wiki.ubc.ca/File:DVD_Writer_Manual.pdf DVD Writer Manual]
*Fine Rate: $5/day
[[Category:CLC Tech Support]]

File:DVD Writer Manual.pdf

2023-03-08T23:30:39Z

DanielMurphy: Uploaded a work by Samsung from https://www.samsung.com/us/business/support/computing/accessories/dvd-drives/ with UploadWizard

=={{int:filedesc}}==
{{Information
|description={{en|1=User Manual for DVD writer}}
|date=2015-05-06
|source=https://www.samsung.com/us/business/support/computing/accessories/dvd-drives/
|author=Samsung
|permission=
|other versions=
}}

=={{int:license-header}}==
{{cc-by-sa-4.0}}

Learning Commons:Chapman Learning Commons/Using the Printers

2023-03-07T19:02:58Z

DanielMurphy: Fixed some text.

=== FOR CLCAs ===
{| class="wikitable"
|+
!Category
!Solution
!Images (Optional)
|-
|'''Checking Paper and Toner Level'''
|
# Press 'Check Status' button. Bottom left corner of the screen (Figure 1).
# Press ' Machine Inquiry/info' button. Top right corner of the screen (Figure 2).
# View page for paper and toner levels (Figure 3).

<nowiki>*****</nowiki>Be absolutely sure that the toners are completely empty before replacing them, otherwise they may spill. As seen in the image, the “K: Black” toner is low with only about 1-20% left. Although it is running out, it should be left as it is until that value has reached 0%.
|[[File:Paper level check 1.jpg|thumb|Figure 1|alt=|center|80x80px]]
[[File:Paper level check 2.jpg|thumb|Figure 2|alt=|center|80x80px]]
[[File:Paper level check 3.jpg|thumb|Figure 3|alt=|center|80x80px]]
|-
|'''Detecting Printer Errors'''
|Look for a red warning light located at the bottom-left corner of the screen. An error message should be on the screen with directions. If not, follow the steps below.

# Go to the main menu and click on “Check Status”
# In the new window, go to the “Mach. Status” tab, check what the initial error message is, and click on the “Check” button for more details.

For troubleshooting errors, go to [http://blogs.ubc.ca/commons/2-common-printer-errors/ Common Printer Problems and Errors]
|
|-
|'''Loading Paper'''
|
* '''For black and white printers downstairs:'''
**'''Tray 1 (8.5x11) is unique''':
**# Find the natural bend of the paper and keep that bend down when you load the paper.
**# Load the paper on the Left-hand side (see video) in small segments. Place your hand below the new paper stack when loading it into the tray to keep it flat. Then close the tray (do NOT overfill past the Sharpie-marked lines as it will cause the printer to malfunction).
**# Once you've closed the left hand side, the paper will move to the right automatically.
**# Open the printer again, load the left-hand side again, then close the door.
**# Take care not to exceed the limit of paper, indicated by the Sharpie lines drawn below the orange line.
**# *DO not just load piecemeal or "top up" the paper! When paper needs to be added empty the trays and then add the full amount.
*'''For the colour printers upstairs:'''
** These printers have an external tray.
** Before adding paper remove the top sheet of any paper already in the tray.
|[https://youtu.be/a26YfbG_fYk START BY WATCHING THIS VIDEO]
|-
|'''Loading Toner'''
|
* Toner levels are indicated on the home screen.
* Replacing the toner cartridges is different depending on what kind of printer they are in.

=== Black and white printers ===
[[File:Level_2_Toner.jpg|left|thumb|Level 2 Toner Level|82x82px]]

For the 2 black and white printers on level two, check the black bar on the home screen labeled 'K' to see the remaining toner level.

'''To change toner on black and white printers: (the printer will guide you through the steps)'''
# Swivel the cartridge out to the right
# Twist the empty toner capsule out
# Check for the cap. Twist the new cartridge in.
'''*The toner for the colour machines does not work in the black and white machines.'''

=== Colour printers ===
Colour printers (four on Level 3, one on Level 2) will show the toner levels on the home screen in four bars labeled CMYK (cyan, magenta, yellow, black).[[File:Level_3_Toner.jpg|left|thumb|Level 3 Toner Level]]

'''To change toner in colour printers: (the printer will guide you through the steps)'''

<nowiki>**</nowiki>The 4 cartridges have a different layout than the one black cartridge in the picture.
# Turn the cartridge to the right. Pull out.
# Remove the cap. Push new cartridge in. Turn left to lock.
'''*Only change toner when the machine indicates that the toner is empty, not when it displays as low.'''
|[[File:Black_and_White_Toner.jpg|thumb|Black and White Toner|alt=|center|102x102px]]
|-
|'''Where do I put the empty toner cartridge?'''
|Put it on the Project Assistant's desk in the back office, NOT in the cabinet at the CLC desk!
|
|-
|'''Running out of toner?'''
|Put it on the CLC Housekeeping Document! (CLCOA Blog>Other Services>CLC Housekeeping)
|
|-
|'''CLC Paper Running Low'''
|
* '''During Business Hours:'''
**'''Non-Urgent:''' Call or ask the Program Assistant (or Lisa if the PA is unavailable) if they have time to go to the basement and bring up more paper. (This is the best option! Work together to make sure paper is kept stocked so people working alone don't have to scramble.) If the cabinet is only running a little low, fill out the CLC Housekeeping document on the blog, under "Other Sevices".
**'''Urgent:''' Get paper from Kristen’s office downstairs in 203. Then call the PA or Lisa to ask for more paper. (2-3 boxes can fit into the cupboard)
*'''Evenings, Weekends, and other Lonely Shifts:'''
# Check to see if there is any paper in 319 (the 3rd floor office)
# If there isn't any, go downstairs to 203 (Kristen's office) to check if there are boxes of paper.
#* If Kristen is there (front desk, facing the glass doors) be sure to run it past her; tell her you're a CLCA and ask to borrow paper. If no one is there, it is okay to take what you need- but only what you need. If no one is there send an email to Kristen ([mailto:kristen.wong@ubc.ca kristen.wong@ubc.ca]) to let her know you took the paper.
#* If the paper is heavy, DON'T try to carry it yourself. Speak to a member of the staff team to locate a cart.
|
|-
|'''Patrons complaining paper printing with streaks'''
|
* Offer the student a refund and tell them to use a different printer for the time being.
* Remove the toner and carefully shake it! Put the toner back in the machine as normal.
* '''Follow up:'''
** Check Teams to see if other folks have had this issue recently - comment on post if made in the last two week OR make your own to report issue to the team.
** Test the printer - using one of the Magic Print cards to print a simple document to see if the error occurs again
** If error continues to occur ( +1 report with 2 weeks) please put in a ticket to Ricoh - add when error was reported internally
|
|}

'''Common Printer Maintenance Problems'''
{| class="wikitable"
|'''Category'''
|'''Issue'''
|'''Solution'''
|'''Images (Optional)'''
|-
|Error
|''Restart: Functional Problem''
|
# Restart printer by pressing on-screen restart button or holding down red physical power button for one second to shut it down(often hidden behind a small cover), and then pressing again to start printer again
# If Step 1 does not resolve the issue. Turn off the machine physically with the power button. Reach behind the printer and unplug power cable and ethernet cable (square-ish cable, small).
# Leave alone for 10-20 minutes for a full power down reset.
# Power on the printer
|
|-
|Error
|''Service Call: Functional Problem''

Error Code: SC542-02
|Note: There is a high likelihood that the printer has already reported the incident to the Ricoh service centre automatically. However, you should still call to double-check with Ricoh.

# Take a picture of the error message displayed on the screen.
# Note down the service code and the serial number of the machine.
# Put up an “out of order” sign (signs can be found under the table behind the desk).
# Refer to the instructions for calling Ricoh in “Step 3: Reporting a problem with the printers (next step)”
|[[File:Service_Call-_Functional_Problem_1.jpg|alt=|center|thumb|81x81px|Service Call- Functional Problem 1]][[File:Service_Call-_Functional_Problem_2.jpg|alt=|center|thumb|79x79px|Service Call- Functional Problem 2]]
|-
|Error
|''Device Functions Inaccessible''
|
# Contact Ricoh immediately and do not attempt to fix
|[[File:Device_Functions_Inaccessible.jpg|alt=|center|thumb|80x80px|Device Functions Inaccessible]]
|-
|Paper Jam
|Can’t find paper to pull out of system
|
# Pull out tray one/two to '''look behind for stuck paper'''.
# Look at other areas not mentioned by system (If System mentions A, look at B as well)
|
|-
|Paper Jam
|Regular Procedure

''Printer Error: “Printer Misfeed”''
|
# Follow the instructions on the screen and remove the misfed paper.

However, there are occasionally incidents of persistent paper jams (ones that reoccur constantly). In this case, you should try one of two troubleshooting methods (or both!):

# Restart the printer
# Remove all the paper from the paper tray in question
# Rearrange the paper (so that they are more neatly stacked)
# Give them a good shuffle, and return them to the paper tray.
|[[File:Printer_Error-_“Printer_Misfeed”.jpg|alt=|none|thumb|85x85px|Printer Error- “Printer Misfeed”]]
|-
|Paper Jam
|Constant paper jamming
|
# Re-insert paper.
# Look for crumpled/creased paper that can cause paper jams.

Belt might need to be cleaned/replaced by Ricoh tech. Contact if necessary.
|
|-
|Refills
|Toner Waste Cartridge full
|Waste toner cartridges for the colour printers can be found in the cabinet upstairs OR INSIDE the grey cabinet in Room 203. Refilling is similar to refilling regular toner cartridges, but without shaking.

'''NOTE''': For the Black & White printer on level 2 (RC3) – we are not able to replace the waste toner. Please place a service call with Ricoh.
|
|-
|Refills
|Undetected Paper after Refill
|In colour printers, reinsert paper AND/OR restart the printer.

In mono printers, ensure that the right side is inserted first independently of the entire drawer- Push it all the way in, There should be a “click” sound once secured. Only then, push the drawer and the left side in to close.

In both colour and mono printers, ensure that the refilled paper does not go over the marked blacked line, indicating the max refill amount.
|[[File:Paper_Fill_Line.jpg|alt=|center|thumb|107x107px|Paper Fill Line]]
|-
|Refills
|Toner Cartridge detected as “low” even with ink left
|Remove the cartridge completely and restart the printer with the power button. If the cartridge still does not register, exchange it for a new one.
|
|-
|Error
|Reduce paper in Tray "x" to the limit mark or reset Tray "x" correctly.
|Open the tray and see whether the paper levels are below the paper fill line.

* If they are not below the line, take some paper out, close the tray and see if that fixes the error.
* If they are below the line, take the paper out from the right stack inside the tray and close the tray. This should allow the paper to shift paper to the right on its own and fix the error.
|[[File:Tray reset error.jpg|border|center|thumb|100x100px|Tray reset error]]
|}

Learning Commons:Chapman Learning Commons/The Peñas

2023-02-15T21:10:57Z

DanielMurphy: /* The Peñas */

==The Peñas==

'''Marissa and Antonio Peña'''

[[Image:Penas.jpg|left|Pena Portrait|alt=|254x254px]] This room is dedicated in honour of Antonio and Marissa Peña, friends of the Library and benefactors to UBC. Originally from the Philippines, Tony and Marissa operated a successful money services and shipping business for many years, serving the Filipino Canadian community throughout Canada. In 2005, they were among the founding members of Societe Lifeline Society, a charitable organization established to support cancer research and raise awareness of non-related stem cell transplantation. In 2014, with permission from the Society’s Board of Directors, they changed the name to the Peña Family Foundation and turned their philanthropic focus to secondary and post-secondary students. Tony and Marissa then became involved in a number of programs designed to assist students new to Canada, including support for English language learners and mentorship for students adapting to a new culture.

Through a generous gift from the Peña Family Foundation, UBC Library has renovated this space to offer unique learning opportunities and deliver engaging events and programming to students, faculty, staff, and the UBC community. The room has been renamed The Antonio and Marissa Peña Learning and Events Room in their honour.

Officially opened April 2020

[[Category: CLC About Us]]

File:Penas.jpg

2023-02-15T21:09:06Z

DanielMurphy: DanielMurphy uploaded a new version of File:Penas.jpg

=={{int:filedesc}}==
{{Information
|description={{en|1=Pena Portrait}}
|date=2019-02-08 14:17:24
|source=UBC Library Communications Dedication Photo
|author=UBC Library Communications
|permission=
|other versions=
}}

=={{int:license-header}}==
{{cr-ubc}}

Sandbox:Chapman Learning Commons Assistant Orientation/Event Spaces

2023-02-15T20:07:57Z

DanielMurphy:

CLCAs are responsible for opening, closing, and checking the rooms when they are booked.

If someone comes to the desk and tells you they have booked a room:

1) Go to the clc.assistants@ubc.ca calendar, and click on the room that they have booked. Their name and event details should be in the calendar at their listed time.

2) Unlock the room for them and briefly review the contents of the room and give them the Room checklist.

3) Ask them to check in at the desk before they leave so that a CLCA can lock the room and review the checklist.

'''If patrons would like to book an event space, they must contact ikblc.bookings@ubc.ca. This is the only email you should share with patrons about booking events. DO NOT GIVE THEM THE PERSONAL INFORMATION OUTLINED BELOW.''' 

'''Room Booking Contact (This is for Staff Knowledge Only)'''
{| class="wikitable"
|-
!Who
!Email
!Phone
!Room Bookings
|-
|Daniel Murphy
Program Assistant

Chapman Learning Commons (CLC)
|[mailto:daniel.murphy@ubc.ca daniel.murphy@ubc.ca]
|604-827-5949
|Dodson Room (IKB 302)
Pena Room (IKB 301)
|-
|Kristen Wong
Program Services Assistant

Irving K. Barber Learning Centre (IKBLC)
|[mailto:kristen.wong@ubc.ca kristen.wong@ubc.ca]
|604-822-3310
|Chilcotin Room (IKB 256)
Golden Jubilee Room (IKB 4th floor)

Gold River Room (IKB 272)

Foyer Booths (IKB 2nd floor)
|}
'''Opening the Rooms:'''

Chilcotin Room (IKB 256): People who book this room should have access already. Otherwise, call Security and ask them to grant access.

Dodson/Pena: 11-L 116 (green key) can be used to open both rooms. 

'''Closing the Rooms:'''

When events end make sure the following are checked:
* Rooms are locked
* Furniture is back in original position (see maps in room)
* No catering left (if there is catering in the rooms, bring it outside the doors and inform Daniel)
* No posters or other supplies have been left behind
* Windows closed
* Wipe down tables if space is clear

'''Event Attendance:'''

Once an event has started in the Dodson or Pena Rooms, walk past during rounds to check the estimated number of attendees. [https://docs.google.com/spreadsheets/d/1uKVar_XNNNlp1_S3Vp2ZgA7MwoguaTLOl-pfrrRUUGw/edit#gid=0 Use this sheet] to log it.

Sandbox:Chapman Learning Commons Assistant Orientation/Event Spaces

2023-02-15T20:07:01Z

DanielMurphy:

CLCAs are responsible for opening, closing, and checking the rooms when they are booked.

If someone comes to the desk and tells you they have booked a room:

1) Go to the clc.assistants@ubc.ca calendar, and click on the room that they have booked. Their name and event details should be in the calendar at their listed time.

2) Unlock the room for them and briefly review the contents of the room and give them the Room checklist.

3) Ask them to check in at the desk before they leave so that a CLCA can lock the room and review the checklist.

'''If patrons would like to book an event space, they must contact ikblc.bookings@ubc.ca. This is the only email you should share with patrons about booking events. DO NOT GIVE THEM THE PERSONAL INFORMATION OUTLINED BELOW.''' 

'''Room Booking Contact (This is for Staff Knowledge Only)'''
{| class="wikitable"
|-
!Who
!Email
!Phone
!Room Bookings
|-
|Daniel Murphy
Program Assistant

Chapman Learning Commons (CLC)
|[mailto:daniel.murphy@ubc.ca daniel.murphy@ubc.ca]
|604-827-5949
|Dodson Room (IKB 302)
Pena Room (IKB 301)
|-
|Kristen Wong
Program Services Assistant

Irving K. Barber Learning Centre (IKBLC)
|[mailto:kristen.wong@ubc.ca kristen.wong@ubc.ca]
|604-822-3310
|Chilcotin Room (IKB 256)
Golden Jubilee Room (IKB 4th floor)

Gold River Room (IKB 272)

Foyer Booths (IKB 2nd floor)
|}
'''Opening the Rooms:'''

Chilcotin Room (IKB 256): People who book this room should have access already. Otherwise, call Security and ask them to grant access.

Dodson/Pena: 11-L 116 (green key) can be used to open both rooms. 

'''Closing the Rooms:'''

When events end make sure the following are checked:
* Rooms are locked
* Furniture is back in original position (see maps in room)
* No catering left (if there is catering in the rooms, bring it outside the doors and inform Daniel)
* Windows closed
* Wipe down tables if space is clear

'''Event Attendance:'''

Once an event has started in the Dodson or Pena Rooms, walk past during rounds to check the estimated number of attendees. [https://docs.google.com/spreadsheets/d/1uKVar_XNNNlp1_S3Vp2ZgA7MwoguaTLOl-pfrrRUUGw/edit#gid=0 Use this sheet] to log it.

Learning Commons:Chapman Learning Commons/Desk Map

2023-01-13T23:24:53Z

DanielMurphy: