We should always respond to an email as soon as possible so the patron will be assured that we respect them and their concerns are being heard. Never leave an email unanswered for more than 24 hours.
Address the main matter. Always be polite and professional. Long greetings and thank you (closings) are not considered polite. The length of your email replies can even determine if the receiver will read it or not. If it’s too long, sometimes they can miss the point you want to convey.
If the email is in regards to something you are unfamiliar with, forward it immediately to a person that can answer or help the patron. If you are unsure, ASK.
Student Workers monitor (2) email accounts:
Emails to the tulibrary account from patrons seeking assistance should be answered as soon as possible by student workers.