The Information Services team is a vast network. Sometimes, your question doesn’t fit into a neat box like "Access" or "Research." This category is our "Front Desk"—if you have a query and aren't sure who owns it, start here. We specialize in triaging complex needs and connecting you to the right subject matter expert (SME) within AECOM.
Common "In-Between" Requests
Expert Connections: "I need to talk to someone who understands specific environmental regulations in the APAC region."
System Transfers: "I have a technical issue that might be IT-related, but it involves a library database."
Service Clarification: "Does the library team handle physical book archives, or only digital resources?"
How Our Triage Process Works To keep things moving without losing the "human touch," we follow a simple three-step path:
Initial Scan: Our system (assisted by AI) identifies the "Intent" of your message to ensure it reaches the right specialist's desk immediately.
Librarian Review: A team member reviews the request to see if we can solve it instantly or if it requires a specialist.
The "Warm Hand-off": If your request belongs to another department (like Legal or IT), we don't just tell you "no." We introduce you to the right contact via email or Teams so your history isn't lost.
What to Include in Your Inquiry
The "Why": Tell us what project or bid this is for.
The "Who": Mention if you’ve already spoken to someone else about this so we don't duplicate effort.
The "When": Is this a general curiosity or a "due in two hours" emergency?
Librarian’s Note: We are the connectors. If we can't find the answer in a book or a database, we usually know the human who has it in their head. Don't be afraid to ask a "messy" question—that's what we're here for!
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