The AIS Desk Staff LibGuide: This Week at the AIS Desks

Confidentiality and Account/Info Services

Based on feedback, we made a decision to change one of our practices in what type of information we will provide via phone/chat (highlighted below). We are attempting to better protect individual privacy and not share information with the wrong person. In the list below, we’ve also documented current practices to make sure that we are all on the same page.

Online Services: (possible future agenda items)

• Equipment renewals (including CAN), info about checked out items, holds, bookings, ILLs, late/replacement fees, or other account info:

• • Chat/Phone – Use UA email to look up Alma account and renew items.

• • • Okay to renew items – this is low risk and does not cause any harm.
    • For everything else, draw line and tell users to log into My Account or make an email ticket.

• • Email – replies to account holder email are permitted (individuals need to authenticate to gain access)

• Room reservations

• • Do not give info via chat or email
  • Refer individual to check their email
  • Another option is to download/check their schedule on the UA App
  • Individuals can also create and search for optional reservation names at: https://libcal.library.arizona.edu/spaces/bookings?lid=801&gid=1389, which is accessible via the “View all room reservations” link when you searching for a space.
  • TA office hours – refer people back to their TA

In-Person (all services), how to verify identify for service/information (when needed):

• CatCard

• • Note: The new digital CatCards have an extra layer of security because individuals can have a login on their device (and they are more likely to deactivate/replace a phone than a lost CatCard)

• Other acceptable IDs – same as public computer policies: https://libguides.library.arizona.edu/c.php?g=1322084&p=9727548
• After-hours building access: Students – if they do not have their CatCard, an option is to have them login to show schedule of classes (we do not have students login to their class schedule for any other reason)

(See Travis Teetor's email 10/17/25)