Whom to call when

Account Problems

1. Library Account is EXPIRED (student)

- ask if client is an alumni, if so direct to alumni office to obtain alumni card.
- if currently taking classes direct client to email libacc@drexel.edu to report the problem.

2. Library Account is EXPIRED (staff, faculty other)

- ask faculty member if they are currently teaching during term, if not, explain library resources are available only to active faculty
- if teaching a class, please direct client to email libacc@drexel.edu to report the problem.

3. Client is disputing fines, fees or charges on their account

- inform client a supervisor will contact them by email to their Drexel email address during business hours.

- Please fill out the Disputes form.

Administrative Problems

1. General concerns/complaints/ideas about service in the Libraries

- direct client to use the Share Your Feedback link on the library home page (right side towards bottom of screen)

2. Appeals regarding Library policies after discussion with supervisor

- client should be directed to email LibAssist@drexel.libanswers.com so their appeal can addressed to the correct manager

Course Reserve Problems

All questions, problems or issues regarding all course reserve material should be reported by email to: reserve@drexel.edu

Emergencies

Flooding, Power Outage and Fire Alarm Activation -

Please call 215-895-2822 (24x7) to report building emergencies (flooding, power outages, fire alarm activation, etc.) to Drexel Public Safety. Public Safety will activate DU chain of notification for building emergencies (facility impact events).

Emergency Evacuation:

If we have an emergency evacuation due to alarm activation or power outage, Drexel Public Safety and available BERT staff members will move through the building evacuating students and staff. It’s necessary that all staff exit the building.

Equipment Problems

1. Library Equipment (printers, scanners, computers, software)

- During regular business hours (Mon-Fri 8am-5pm) all problems should be reported by emailing: libhelpdesk@drexel.edu

- Evening/Weekends: A "Out of Order" sign should be taped to any equipment malfunctioning. Report the problem by emailing: libhelpdesk@drexel.edu

Take note: Network (Internet) and/or printing outages effecting one or more locations should be reported by text message or phone call to Shin Amano or Katherine Fischer (see Emergency Contact List)

EZ-Borrow Problems

All questions, problems or issues with EZ-Borrow should be reported by email to resourcesharing@drexel.libanswers.com

General Maintenance / Housekeeping

HAGERTY:

Normal Business Hours Monday to Friday

Housekeeping & Maintenance services – please call x2750 and report problem to Tainesha Ware or Rachel Weidner in admin

After hours and weekends & Holiday

Housekeeping & Maintenance services - please email facllities@drexel.edu or call 215-895-1700 and leave a voicemail describing the problem

Illiad Problems

All questions, problems or issues with Illiad should be reported by email to resourcesharing@drexel.libanswers.com

Online Resources

Clients reporting problems with Online Resources (databases, journals, etc)

If a client reports a problem accessing an Online Resource, ask for the following information:

Is the client a current student / faculty / staff of Drexel?
- if the answer is NO -- direct client to access policies for non-Drexel affiliates (https://www.library.drexel.edu/services/services-for/affiliates-and-visitors/), and no need to ask the other questions.
What is the name of the resource they were trying to access (e.g. Database name, journal title, article title)
from where did the client attempt access (e.g. Databases list, Summon, Get-it button, eJournals list, reserves, Google)

1) Try to access the resource from the source used by the client (Summon, Get-it button, eJournals list, reserves, Google) Did you get access?

If YES -- send the desired article or resource to the client. Ask for Drexel username and check Alma to ensure the client is active.
If NO -- move to step 2

2) Submit a LibAnswer ticket to the Online Resources queue by emailing: onlineresources@drexel.libanswers.com. Make sure to include the client's email address within the ticket for follow up.

Drexel Libraries - Client Access Experiences - Service Desk: Whom to call when