the university of texas at austin frank n. bash visitors...

TheUniversityofTexasatAustinFrankN.BashVisitorsCenter

VisitorsCenterEmployeeHandbook

Revised:April2019

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TableofContents

Welcome/Overview.............................................................................................3GeneralGuidelines...............................................................................................4VisitorsCenterOperations..............................................................................10SafetyandSecurity.............................................................................................17DealingWiththePublic....................................................................................25PublicSpeakingTips..........................................................................................28Programs................................................................................................................31TheStarDateCafé...............................................................................................41InformationDesk................................................................................................45GiftShop..................................................................................................................48

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Welcome/OverviewWelcometoStaffWelcometothestaffoftheFrankN.BashVisitorsCenterattheUniversityofTexasatAustinMcDonaldObservatory.Wehopeyouwillenjoyworkinghere.Yourco-workersarehard-working,competentpeople,andfriendlinessispartoftheir–aswellasyour–jobdescription.WeallbelievetheFrankN.BashVisitorsCenterisabsolutelythebestfacilityofitskindanywhere.Allofusshareapassionforastronomyandacommitmenttosharingthewondersoftheuniversewiththepublic.YouwillhelpmaintainthislevelofcommitmenttothepublicbywelcomingourvisitorstoMcDonaldObservatoryandgivingthemthepersonabletreatmentforwhichweareworldfamous.Wewantallofourvisitorstohaveagoodtimewhilelearningaboutastronomy.Visitorswillwatchyourbehaviorcarefully,andifitisevidentyouareenjoyingyourselfwhiledoingyourjob,theywillenjoyapleasantandmemorableexperience.Thishandbookisdesignedtoprovideyouwithalloftheinformationyouwillneedtogetstarted.ThefirstseveralchaptersareageneraloverviewofpoliciesthatapplytoallVisitorsCenteremployees.Thelastseveralchaptersaredepartment-specific.Youareencouragedtoreadtheentirehandbook;informationinchaptersrelatedtodepartmentsotherthanyourownmayproveusefultoyouonoccasion.Yoursupervisormayhavealsoincludedsomeattachmentsspecifictoyourposition.Asalways,pleasecontactyoursupervisorwithanyquestionsorproblemsyoumayhave.TheStaffWebsiteAwebpagecontainingusefulresourcesislocatedathttp://hercules.as.utexas.edu.Manyofthedocumentsreferredtointhishandbookarepostedthere,aswellasotherimportantinformation.Youareencouragedtobrowsethelinksanddocumentsavailablethere.Someportionsofthestaffwebsitearepasswordprotected.Youwillbeissuedlogincredentialson,orbefore,yourfirstdayofwork.

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GeneralGuidelines&InformationThefollowinginformationandpoliciespertaintoallVisitorsCenteremployees.RepresentingMcDonaldObservatoryAllVisitorsCenterpositionsentailsomeinteractionwiththepublic.Whenonduty,rememberthatyouareapublicrepresentativeoftheUniversityofTexasatAustinandtheMcDonaldObservatory.Youareexpectedtorepresentbothwithprofessionalism,respect,andscientificintegrity.Pleaseadheretothefollowingpolicieswhileonduty:• Expressnopoliticalopinionswhileonduty.Donotmakejokesorcomments

abouttheStateofTexas,thegovernororotherstateofficials,UT-Austin,oranyotheragency.

• TheVisitorsCentertoleratesallreligious/philosophicalviewsandbeliefs,includingthelackofsuchviews.Donotmakereligious/philosophicalstatementssupportingorcriticizinganyparticularbeliefsystem.

• Professionalrespectandcourtesytowardsyourcolleaguesandourvisitorsisanabsoluterequirement.Demeaninganddisrespectfultreatmenttowardsotherswillnotbetolerated.Rememberthateachofusisquiteunique,andeveryonedeservesciviltreatmentatalltimes.

• TheObservatoryisascientificfacility,andassuch,theinformationweprovideisscientifictheory:atentativeexplanationsupportedbyevidence,describingwhyandhowaspecificnaturalphenomenonoccurs.Byvisitinganastronomicalresearchfacilityandparticipatinginourprograms,visitorsshouldunderstandhowscienceisaprocessofchangeinlightofnewexplorations,newevidence,improvedtechnology,andengineering.Allpresentationsshouldbeconductedinamannerthatencouragesunderstandingofthescientificmethod.

• Whenrespondingtoinquiriesfromvisitorsregardingscientificand/orcontroversialtopics,youareexpectedtoaccuratelyrepresentthescientificpositionoftheObservatory.Ifaskedforapersonalopinion,feelfreetosharethat,butbesuretoclearlymakethedistinctionbetweenyouropinionandtheObservatory’sposition,iftheydiffer.Ifyouareunsureaboutthescientificperspectiveonagiventopic,readtheFAQ’spostedontheStaffWebsite,oraskacolleagueorsupervisor.

• Pleaserefrainfrombringingupthetopicofthe107”mirrorshootingincidentontoursorinconversationwithvisitors.TheadministrationwouldpreferthatwefocusmoreontheexcitingscientificandtechnologicaladvancesbeingmadeattheObservatorynow.Ifavisitorasksabouttheincident,youarecertainlyfreetoacknowledgethattheincidentoccurred,butbesuretoavoiddwellingon,elaboratingonorglamorizingtheevent.Statethesimplefactsandmoveontoothertopics.Belowisthesuggestedresponsetoinquiriesaboutthetopic:

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“It’strue.It’snotsomethingwe’reproudofbyanymeans,butitdidoccur.In1970,anunstableemployeeloweredthetelescopeintoservicepositionandproceededtoshootthemirrorseveraltimes.Beingnearly12inchesthick,themirrorsufferedonlyminordamage,effectivelyreducingthetelescope’slight-gatheringsurfaceareabylessthanonepercentwithoutaffectingthetelescope’sresearchcapabilities.Therewerenoinjuriesorneedforrepairs,andthemirrorisstillbeingusedtothisdayforcutting-

edgeresearch.”Livingand/orWorkingataResearchFacilityMcDonaldObservatoryisfirstandforemostaworkingresearchfacility.Althoughobservationsareprimarilymadeatnight,thefacilityoperates24hoursaday.Inordertomaintain24-houroperations,manyemployees(perhapsincludingyourself)arerequiredtoliveonsite.ResidencesarelocatedinthemainhousingareajustbehindtheVisitorsCenterandnearthesummitofMt.Locke.TheMcDonaldObservatoryHousingPolicyoutlineswhatisexpectedofallresidents.Pleasereadthispolicycarefullyifyouarelivingonsite.Somestaffmembers,suchassummerinternsandsomevolunteers,arehousedintheAstronomersLodge:the“homeawayfromhome”forourvisitingastronomers.IfyouarestayingattheAL,pleasebeconsiderateofyourneighborswhomaybesleepingduringthedaytime.ResearchisthenumberonepriorityhereattheObservatory,soresearchfunctionsalwaystakeprecedenceoverauxiliaryfunctionssuchastoursandpublicpresentations.Allemployeesandresidentsareexpectedtorespecttheneedsoftheresearchersworkinghereandtoavoidnegativelyimpactingresearchactivities.Oneofthemostimportantconsiderationswhilelivingand/orworkingattheObservatoryistheimpactoflightingonastronomicalobservations.Errantlightdirectedtowardtheskycanwashoutthefaintlightofstarsandotherobjects.Modernimagingtechnologyissensitivetoawiderangeoffrequencies,andambientlightcandisrupt,ifnotentirelydestroy,anobservation.WearefortunatehereatMcDonaldtohaveanightskythatisamongthedarkestintheworld.ItistheresponsibilityofeveryonewholivesandworksattheObservatorytohelppreserveourdarkskiesbyusingresponsiblelightingwhileonsite.Itisalsoimportanttosetapositiveexampleforourneighborsinthecommunity.Hereareafewsimplethingsyoucandotoprotectourdarkskies:• Makesurethatanyoutdoorlightsyouusearedirectedtowardtheground.• Avoidtheuseofhighbeamswhiledrivingonsiteatnight.• Useextremecarewheneverusingalaserdevicetopointoutobjectsinthesky,

andneverpointsuchadeviceatornearthedomes.• IfstayingattheAL,usetheblackoutshadesonyourroomwindowsatnight.• Ifyouliveinoneoftheresidencesonsite,pleasefollowtherulessetoutin

yourhousingagreementforresponsiblelightingpracticesathome.ShieldsforoutdoorlightsareavailableattheGiftShop.

• Ifyouhavequestionsorconcernsaboutresponsiblelighting,contactBillWren.

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Hours/WorkSchedulesTheVCoperates7daysaweekandisclosedonlyonThanksgiving,ChristmasDayandNewYearsDay.Normalhoursarefrom10:00a.m.until5:30p.m.daily,withregulareveninghoursonTuesdays,FridaysandSaturdays.Eveninghoursvarywiththetimeofyearandprogrammingbeingoffered.InordertocovertheVC’sseven-dayoperations,staffmembersmayworkavarietyofdifferentschedules.Whichscheduleyouwillworkshouldbedeterminedinadvanceofyourfirstdayonthejob.Yourworkschedulemightchangebasedonpeakvisitortimesorprogrammingrequirements.Yoursupervisorwillmakeeveryefforttoarrangethiswellinadvance.Yourindividualresponsibilitiesforanygivenday(suchaspublicprograms,meetings,etc.)willusuallybeoutlinedinthemonthlyschedule.ThisscheduleisavailableonlineviaaservicecalledScheduleAnywhere.com.Yoursupervisorwilladdyoutothescheduleandprovideyouwithlogininformationonorbeforeyourfirstdayofwork.Thescheduleisalwayssubjecttochange,soit’sagoodideatoregularlychecktheonlineschedule,andbeawareofhowanychangesmayaffectyourworkday.Askyoursupervisorassoonaspossibleifyouareunsurewhatsomethingontheschedulemeans.PromptnessPromptnessisveryimportantatapublicfacility:bewhereyouneedtobeontime.Ifforsomereason(e.g.,illness,deathinthefamily)youareunabletocometowork,pleasenotifyyoursupervisorassoonaspossible.AttireDealingwiththepublicmeansdressingappropriately;yourepresenttheUniversityofTexas,aswellasMcDonaldObservatory.Whilea“staff”shirtoruniformisnotcurrentlyrequired,youareexpectedtowearclothingthatisclean,presentableandingoodcondition(i.e.nostains,holes,tears,fading,etc.).Thismayincludeappropriate,astronomy-themedt-shirts,ifyouwish.Pleaseavoidwearingtank,spaghetti-straporsleevelesstops.YouarealsoentitledtopurchaseshirtsforworkfromtheGiftShopatcost.Pleasedonotwearshortstowork.Wearfootwearinreasonablygoodcondition,andrefrainfromwearingflip-flopsorotheropen-toedfootwear.Baseballcapsaregoodforkeepingthesunoffyourfacewhenoutdoors,butpleaseremoveyourhatwhenyouareworkingindoors.Badhairdaysareanexception.Youwillbeissuedasetofnametags;pleasewearthesewheneverworkingwiththepublic.Nametagsarehelpfultovisitorsneedingtoidentifyastaffmember.

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Exceptionstotheabovemaybemadeifyouaredoingdirtywork(e.g.cleaningoutadome,workingoutdoorsforlongperiods)andnotinteractingwithvisitors.ThingstoAlwaysDoAllpersonnelareexpectedtobegenerallyhelpfultothepublicandofficialvisitors,andareresponsibleforthefollowing:

1. MaintainFamiliaritywithDailySchedule/Prices:Beawareofallprogrammingscheduledtotakeplaceonagivenday,andknowthepricesofthoseprograms.AcompletelistofcurrentregularlyscheduledprogramsandtheirpricingisavailableattheInformationDesk,ontheMOVCStaffSite(http://hercules.as.utexas.edu/),andonourpublicwebsite(http://mcdonaldobservatory.org/visitors).AlsobefamiliarwiththecontentandpricingofSpecialViewingNightprograms.

2. ProvidePersonalAssistancetoVisitors:Informvisitorsofscheduledprograms,andanswerquestions.Becomefamiliarwiththereservationsystem,andbeabletoassistvisitorsinmakingreservations.Provideassistancetovisitorswithspecialneeds.Begenerallyawareofwhoisinthepublicareasnearyouincasetheyfall,havesomemedicaldifficultyorotherwiseneedhelp.Locatetheappropriatestaffmemberforofficialvisitors.

3. PromoteVCEvents,ProgramsandAttractions:Whenappropriate,encouragevisitorstoparticipateinourpublicprogramsand/orfrequentourCafé,GiftShopandExhibitHall.Fundsfromticket,caféandgiftshopsaleshelpkeepusupandrunning,soitisimportanttotrytodrumupbusinesswheneverpossible.Do,however,avoidtheuseof“hardsell”tacticsorover-sellingourprograms.Visitorsareheretohaveagoodtime,nottohearaconstantsalespitch.Besubtle,butdopromotewhatwehavetooffer.

4. HelpKeepPublicAreasinPresentableCondition:Alertappropriatestaffmemberstoanyproblemsinanyareaaccessibletothepublic.Beattentivetotheconditionoftheexhibithallandspecificexhibits.Ifyounoticeaproblemthatyoucannotcorrectyourself,alertKevinMaceoramanagertothesituation.PleasepickupanylitteryouseeinsideoroutsidetheVisitorsCenter.Visitorswillbefavorablyimpressedandperhapsremindedtopickupafterthemselves.Alertjanitorstoanyspecialcleaningneeds.

5. CoordinateWithColleaguesRegardingScheduling/Tasks:Coordinatewithyourcolleaguesregardingwhoisperformingspecifictasks,suchasopening/closingthepublicareas.Thiswillmakesuretheseimportanttasksarecompletedandpreventunnecessaryduplicationofeffort.Workwithyourcolleaguestomakesuretherearenoconflictsbetweendailyprogrammingandspecialprograms,suchasStudentFieldExperiencesorprivatetours.Alsobeawareofanylastminuteschedulingchanges.Ifissuedaradio,alwaysbringittowork,andmakesureitisonthecorrectchannel.

Mostimportantofall,havefun!Ifyoudo,thenyourvisitorswill,too.

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TheOfficeCatInordertolimitthenumberofnon-payingrodentvisitorsfrequentingthe“OldVC”officespace,wehavehiredanofficecat.HisnameisPurrseus,andheisverygoodathisjob.TheKittyKittyVCstaffhavecontributedtoanin-housefundtohelppayforcat-relatedexpenses.AngieintheGiftShopOfficemaintainsthis“kitty.”SeeAngieifyouwouldliketocontributetothekittyorifyouneedtobereimbursedforacat-relatedpurchase.FeedingPurrseusPurrseuseatsonecanofwetfoodperday.Heistypicallyfedinthemorningandevening.Purrseususually“asks”thefirstpersontoarriveinthemorningtofeedhim.Thepersonassignedtoopenthedomesisexpectedtomakesurethistaskis/hasbeencompletedinthemorning.Thepersonassignedtoclosethedomesisexpectedtomakesurehehasbeenfedhisafternoon/eveningportionandreplenishhiswaterfortheovernighthours.Thecat’sfood/waterbowlsarelocatedinoneofthestaffcubicles.AchecklistfortrackingPurrseus’sfeedingsislocatedontopofthemetalfilecabinetnexttohisbowls.AfterfeedingPurrseus,pleasechecktheappropriateboxonthelisttoletothersknowthathehasbeenfed.Ourstockoffoodcans,treatsandothersuppliesarekeptontheshelvingunitneartheladies’restroom.LitterBoxPurrseus’slitterboxislocatedinthehallwayjustoutsidethewomen’srestroom.Hisboxshouldbescoopedonceaday.Thepersonassignedtoclosingdutyisexpectedtotakecareofthisattheendofthedayoraskacolleaguetocoverit.Additionally,thelittertrashcanshouldbeemptiedonceaweek,andthecontentsdepositedintheVCdumpster.Litter,trashbags,scoops,etc.arelocatedinthehallwaynearthelitterbox.Afterscoopingthebox,pleaseusethevacuumstorednearthecatsuppliestoremovetrackedlitterfromthefloor.DoorsPurrseusisanindoor-onlycat,sopleasedonotlethimoutdoors.Usecarewhenenteringandexitingtheoffice,andmakesuredoorsclosesecurelybehindyou.Ifyouneedtopropadooropenforanextendedperiod,pleaseaskacolleaguetosecurethecat.InteractingwithPurrseusPurrseusisafriendly,playfulcat.Whenheisnotnappingduringthedaytime,heoftenmakestheroundsoftheoffice,visitingstaffersattheirdesks,and“helping”themwork.

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PleasedonotchaseorintentionallyfrightenPurrseus.Catsdonotenjoybeingplacedinthepositionof“prey.”Theyarenaturalpredators,sotothem,thiskindof“play”isnotfun;it’sscaryandcanconditionthemtofearoractaggressivelytowardhumans.AppropriateplaywithPurrseusisencouraged!Engagethecat’snaturalhuntinginstinctbyusingatoytomimichisprey.Hehasalsobeenknowntoplay“fetch”withoneofhismanyfoamballs.Pleasedonotuseyourhandasatoy.Wedonotwanttoencouragehimtobiteorclawathumans,andoddsareyouwillcomeouttheloserinsuchagame!CleaningUpAfterKittySomemembersofourstaffareallergictocats,soitisimportanttominimizethebuild-upofcathaironsurfaces,etc.Tothisend,allstaffmembersareencouragedtocleantheirworkspacesregularly.Pleasetakenoteoftheamountoflittertrackedoutofthelitterbox.Ifnecessary,usethesmallbrush/dustpanoravacuumtocleanupthismess.Avacuumiskeptnearhisstorageareaforthispurpose,andalargervacuumislocatedinthestorageclosetinFrank’soffice.AfterPurrseushasfinishedeating,pleaseremovehisfoodbowlandcleanitassoonaspossible.Leftoverfoodbitscanattractants,andwehavedeterminedthatanofficeanteaterisnotfeasible.Also,pleasedonotletfoodbowlssoakinthesinkforlengthyperiodsoftime.IfremovedpromptlyafterPurrseushasfinishedeating,thereshouldbelittleneedforsoaking.

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VisitorsCenterOperationsOverviewTheVisitorsCenteroffersthepublicunparalleledaccesstooneoftheworld’spremierastronomicalresearchfacilities.Inadditiontoanydutiesoutlinedintheschedule,thereareanumberofdailytasksforwhichmembersoftheVCstaffareresponsible.Youshouldbefamiliarwiththeprogramminganddailytasksoutlinedbelow.WhatWeDoWehavedevelopedawidearrayofprogramsforthegeneralpublic,studentsandothers.Asamemberofthestaff,youwillbeexpectedtobecomefamiliarwiththeseprograms.Thebestwaytobecomefamiliarwithourprogramsistoattendsomeofthem.YouareencouragedtoattendatleastaSolarViewingandGuidedTourtogetagoodideaofwhatweoffer.RegularDaytime/EveningProgrammingRegularlyscheduleddaytimeandeveningprogramsincludeSolarViewingPresentations,GuidedTours,andStarParties.AdditionalattractionsincludetheFreeSelf-GuidedTour,ExhibitHall,GiftShopandStarDateCafé.AdescriptionofourregularlyscheduledprogramsisavailableontheStaffWebsiteandprovidedasahandoutattheInfoDesk.SpecialViewingNights(SVN)Weofferavarietyofspecialopportunitiesforthepublictoobserveusingselectresearchtelescopes.MoreinformationaboutourcurrentSVNprogramsisavailableonourwebsiteat:http://mcdonaldobservatory.org/visitors/programs/special-viewing-nights.School/ScoutProgramsWehavedevelopedavarietyofprogramsforschoolgroupsandscouts.TheseincludeStudentFieldExperiences(SFE),VideoConferences,andScoutNights(Thursdaysduringthesummer).SpecialtyProgrammingTheVisitorsCenterwilloccasionallyofferspecialtyprograms,usuallycoincidingwithaspecialevent.Forexample,theVCoffersspecialTechnicalTourstoaccommodatethemoreadvancedamateurastronomerswhovisittheareafortheannualTexasStarParty.

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RadioOperationsRadiosarekeptattheInformationDesk,Café,andGiftShop.Allfull-timeProgramsstaffareissuedradios.AspareradioisoftenavailableintheVCOfficeandgeneraluseradiosareavailableinExhibitRepairandDomes1&2intheTelescopePark.

AllVCradiosareprogrammedwithtwochannels:

• TheVCChannel:ThischannelisusedforVisitorsCentercommunications.• TheMcDonaldRepeater:ThischannelisusedforgeneralObservatory

communicationsandemergencies.

Differentradioswillhavedifferentprogrammingforthesechannels(e.g.theVCchannelmaybechannel2ononeradioandchannel8onanother).Whenusingaradio,pleasemakesureyouknowwhichchannelsarewhich.Alsobesuretoknowandfollowtheproperprocedureforchargingthebatteries.Keepthefollowingguidelinesinmindwheneverusingtheradio:

• Everythingyousayonaradioispublic.Broadcastsontherepeaterfrequencyreachallofthesurroundingcounties,soanyradiocommunicationyoumakecouldconceivablybeheardbyanybody,notsimplyVisitorsCenterstaff.Pleasemakeanefforttobebusinesslikeandtonotbroadcastinformationthatshouldnotbepublic.

• UseoffoullanguageontheradioisaviolationofourFCClicense.• Keeptraffictoaminimum.Whenpossible,shiftaconversationtoa

telephonecall.Onlycontributetoaradioconversationifyourinformationisrelevant.

• Manywordsareeasilymisunderstoodovertheradio.Chooseyourwordscarefully,speakclearly,andbeconcise.

• Holdthemicrophonekeyforamomentbeforespeakingtoavoidclippingyourfirstword(s).

• Alwaysidentifyyourselfandthepartytowhomyouwishtocommunicate.CommonRadioCallsTherearemanystandardcallsusedintwo-wayradiocommunications.ThefollowingcallsarecommonlyusedattheObservatory. AFFIRMATIVE Yes. DOYOUREAD/COPY? Pleaseacknowledge. GOAHEAD Ihearyou.Proceedwithmessage. NEGATIVE No. 10-4/COPY Messagereceived/understood. SAYAGAIN Repeatlastmessage. STANDBY Pleasewaitforresponse. THATISCORRECT Yes.Confirm.

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Moreinformationonradiocallsandstandardprotocolsisavailableontheweb(http://en.wikipedia.org/wiki/Voice_procedure).MakingPAAnnouncementsTheVisitorsCenterhasapublicaddresssystemthatisusedprimarilytonotifyvisitorsofprogramsthatareabouttobegin.YoumayberequiredtomakeannouncementsonthePAsystemfromtimetotime.ThePAsystemisintegratedintothephonesystem.InstructionsforengagingthePAarepostedattheInformationDesk.KeepthefollowinginmindwheneverusingthePAsystem:

• UsethePAonlywhennecessarytoprovideimportantinformationtovisitorsorstaff.AvoidoverusingthePA,asthisisdisruptiveandcanbeannoying.

• Makesureyouknowwhatyouwanttosaybeforeengagingthemicrophone.Manystaffmembersfindithelpfultouseapre-writtenscript.

• UseappropriatelanguageonthePAatalltimes.• Speakintothemicrophoneatanormalvolume.Itisnotnecessarytoshout

intothemicrophone.• Yourannouncementwillbetransmittedmoreclearlyifyouholdthe

microphoneacoupleofinchesfrom,andparallelto,yourmouth.Donotholdthereceivertoyourheadasyouwouldduringaregularphonecall.

• WhenmakingannouncementsfromtheInformationDesk,youmayexperiencesomefeedbackbecausethespeakerisinrangeofthemicrophone.Ifyoudoexperiencefeedback,turnyourbodyand/orthereceiversothatthemicrophoneandspeakerarenolongerfacingoneanother.

• WhendisengagingthePA,pressthebuttononthephonethatshowsaphonereceiveranddownwardarrow,andthenhangupthephone.ThiswilldisengagethePAwithoutbroadcastingthesoundofthereceiverstrikingthecradle.

• ThePAcannotbeheardintheTheaterorClassroom.OperatingMOVCVehiclesWhileperformingyourdutiesattheVC,youmayneedtouseaUTvehicle.TheVisitorsCenterhastwoshuttlebusesandaSuburbanforuseduringtoursandwhenconductingotherofficialbusiness.Ifconductingtours,youwilldriveoneofthetwoMOVCshuttlebuses.Formostothertasks,youwillmostoftenusetheSuburban.ThefollowingguidelinespertaintooperationofVCvehicles.Specificprocedureswillbecoveredduringthetrainingprocess.DriverRequirementsAlldriversofUTvehiclesmustbe18yearsofageorolder,haveavalidTexasstatedriver’slicense,andbeemployedbytheUniversity.

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IDriveSafelyCourseInordertodrivetheshuttleoranyUTvehicle,youmustfirstcompletethe“IDriveSafely”onlinetrainingcourse.ThiscoursemustbecompletedonceeverytwoyearsinordertomaintaineligibilitytodriveaUTvehicle.BusSeatingBothshuttlebuseshaveaseatingcapacityof14.Strollersareonlypermittedonthebusiftheycanbefoldedupandstowedsothattheydonotblockthecenteraisleofthebus.Bothbusesareequippedwithseatbeltsfordriversandpassengers.Passengersmustremainseatedatalltimeswhilethebusisinmotion.Childrenmustbeseatedintheirownseat,notonanadult’slap.VehicleKeysKeysforbothshuttlesandtheSuburbanarelocatedonthedoorframeoutsideFrank’soffice.SparekeysarekeptintheGiftShopOffice.Besuretoreturnthekeyswhenfinishedwiththevehicle.Neverleavekeysinanunattendedvehicle.ShuttleDoorsCloseallshuttlebusdoorswhenthevehicleisunattended.Ifpassengershaveindicatedthattheyhaveleftpersonalpossessionsonthebus,besuretolockthedriver’sdooraswell.OpeningforBusinessWhentheVCisopen,visitorshaveaccesstotheExhibitHall,StarDateCafé,andGiftShop.Duringdaytimehours,visitorsalsohaveaccesstothesummitsofMt.LockeandMt.Fowlkes,includingthepublicgalleriesatthe107”telescopeandtheHobby-EberlyTelescope.Thesepublicareasmustbecheckedandmadeaccessibletothepublicatthestartofeachday.OpeningtheDomesOneofthefirstProgramsstafferstoarriveinthemorningwillbescheduledtoopenthepublicgalleries(“openthedomes”or“open”).Thispersonwillgotoboththe107”andHETpublicgalleriesandpreparethemforpublicaccess.Usually,thedomesareopenedsometimebetween9and10a.m.Thosewhomayneedtoopendomesaspartoftheirdailyroutinewillbetrainedintheproperproceduresfordoingso.Checklistsforopening(andclosing)thedomesarelocatedintheA/VclosetsattheHETgalleryandthe107”gallery.OpeningtheVisitorsCenterTypically,thestaffattheInformationDesk,CaféandGiftShopwillhandleopeningtheVisitorsCenterforbusiness.Ifshort-staffed,Programspersonnelareoftencalledupontoassist.Youwillbetrainedontheopeningtasksspecifictoyourposition,asappropriate.Unlessstatedotherwise,fullinstructionsforopeningtheVisitorsCenterarelocatedattheInformationDesk.BasictasksforopeningtheVCinclude:

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a) Openingthemainbuilding.b) Poweringuptheexhibits.c) PoweringuptheHeliostat.Achecklistiskeptattheheliostatcomputer.d) Poweringupthetheater.

ClosingfortheDayVisitorsCenterstaffmembersarealsoresponsibleforclosingallpublicareasattheendofthebusinessday.ClosingtheDomesThedomesareusuallyclosedbetween5and6p.m.Lightsfromthegalleriescanhinderobservations,anditisourresponsibilitytomakesurethisdoesnothappen.Itisespeciallyimportanttogetthedomesclosedinatimelymannerinthewintermonths,whensunsetcanoccurasearlyasabout6p.m.ThistaskisusuallyassignedtoaProgramsstafferontheworkschedule.Thepersonassignedclosingdutyisresponsibleformakingsurethistaskiscompleted,eitherdoingsohim/herself,oraskinganothertrainedstaffertocoverit.Self-GuidedTourBrochuresAboxofSelf-GuidedTourBrochuresiskeptatthetopofthevisitorparkingareaonMt.Locke.Thepersonwhoclosesthedomesshouldreplenishthesupplyofbrochuresinthisbox,typicallytoatotalofaboutadozen(moreduringbusyperiods).NotethenumberofbrochuresaddedtotheboxonthevehiclelogintheSuburban,orsendane-mailtoJoeWheelockindicatingthedateandhowmanybrochureswereadded.ClosingtheVisitorsCenterTheVisitorsCenterwilltypicallycloseat5:30p.m.eachday.SomeareasoftheVCmayremainopenlateronStarPartynights.Typically,theInformationDesk,CaféandGiftShopstaffwillhandleclosingprocedures.Ifshort-staffed,Programspersonnelareoftencalledupontoassist.Youwillbetrainedontheclosingtasksspecifictoyourposition,asappropriate.Unlessstatedotherwise,fullinstructionsforclosingtheVisitorsCenterarelocatedattheInformationDesk.BasictasksforclosingtheVCinclude:

a) Shuttingdowntheheliostat.Achecklistiskeptattheheliostatcomputer.b) Shuttingdownthetheater.c) Shuttingdowntheexhibits.d) Closingoutcashregistersandbalancingdrawers.e) Closingthemainbuilding.

CashHandlingWhileyoumaynotberequiredtoprocesstransactionsatacashregisteraspartofyourregularduties,youmaybeaskedtoassistataregisterorhelpcountacashdraweronoccasion.Allfull-timeemployeesshouldbeawareofthefollowingpolicies,whichareinplacetoensuresecurityandaccuracy.

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CashRegistersThereareseveralcashregistersattheVisitorsCenterforprocessingticket,giftshop,andcafésales.Onlyonestaffmembermaybeloggedintoacashregisteratanygiventime,andonlythepersonloggedinmayusethecashregistertoprocesssales.SecurityWhendealingwithcash,itisimportanttomakesecurityatoppriority.Pleasefollowtheseprotocols:

• Neverleaveanopencashdrawerunattended.• Haveasecondstaffmemberaccompanyyouwhencarryingacashdrawerin

acrowdedpublicarea.• Nevercountacashdrawerinapublicarea.Allcountingshouldbedonein

theGiftShopofficeorExhibitRepairroom.• Twostaffmembersarerequiredinordertoopenthesafe,onewithakeyand

theotherwithasecureaccesscode.• Avoiddistractingthosewhoarecountingdrawers.Pleasetakesocial

conversationstoanotherareaifcountingistakingplacenearby.CountingaTillAtillisthemoneyonestartsoffwithinthecashdrawersstoredinthesafe.VisitorsCentertillsaresetto$200each.Forexample,ifyoustartashiftattheInformationDeskwithafreshdrawer,itshouldcontainexactly$200incashandcoin.Thisisyourtill.Thetilliscountedatthebeginningandendofashift;itisthefirstthingtodobeforeopeningaregisterandthefirstthingtodoafterclosingtheregister.Therearethreegoalsincountingatill:

1) Ensurethatthereisexactly$200incashandcoininthedrawer.2) Ensurethatthereisanadequatemixofcashandcointoefficientlymake

change.3) Attheendofashift,ensurethatthereisnomorethan99centsincoinstobe

placedinthedepositbag.TheVisitorsCenterhasadoptedaspecificprocedureforefficientlyandaccuratelycountingtills.PleaseusethismethodwhencountingVCtills,evenifyouhavebeentrainedusingadifferentmethodatapreviousemployer.Inourexperience,countingatillinamannerinconsistentwiththeVisitorsCenter’sadoptedmethodcanleadtoinaccuraciesand/orinadequatelevelsofchangeinthedrawers.ThedetailsofthismethodareoutlinedindocumentskeptattheInformationDesk,Café,andGiftShop.SecondCountersInordertoconfirmtheaccuracyofcounts,toensurethatwhatgoesintothesafeisaccuratelyreported,andtopreventunrecognizedorunexplained

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shortages/overages,werequirethattwostaffmemberscounteachdrawerattheendofthebusinessday.Thefirstcountershouldbethepersonwhorantheregister.Thesecondcountershouldbesomeoneoutsidethefirstcounter’sdepartment,preferablyamemberofthefull-timestaff.Casual(orpart-time)employeesmayserveasasecondcounterifnofull-timestaffmembersareavailable.TheGiftShopManagerand/orAdministrativeAssistantmaynotserveasasecondcounter.VerificationWorksheet(TillTotalsReport)Whencountingadrawer,bothfirstandsecondcountersarerequiredtofilloutaworksheetitemizingcash,creditcards,checks,etc.thatwillgointothesafe.Thisprovidesawrittenrecordofthecountanditsverification,andithelpsstreamlinethecountingprocess.Thefirstandsecondcountersmustsignoffonthissheetafteritiscompleted,andthesheetistobeplacedinthedepositbagwiththecash,checksandreceiptsfromtheday’stransactions.

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SafetyandSecurity

Thefollowingprotocolsareinplaceforyoursafetyandforthesafetyofourvisitors.MedicalEmergenciesIfmedicalassistanceisrequiredforstafforvisitors,dial9-911fromanyVCphone,andcontactSafetyandSecuritypersonnelbyradio.Donotcalloneofouron-sitevolunteerEMT’swithoutfirstcontactingthe911dispatcher.Thisprotectsourvolunteerfirst-respondersfromliability.FirearmsAspartofthecampusoftheUniversityofTexasatAustin,McDonaldObservatoryissubjecttothe“CampusCarry”Law.Enactedin2016,thelawpermitsthosewhoholdaLicensetoCarryaHandgun(LTC)tocarryaconcealedhandgunanywhereonthepremises.Completedetailson“CampusCarry”canbefoundonUT’sCampusCarrywebsite:https://campuscarry.utexas.edu/.Allstaffareencouragedtoreadthroughthewebsite.Youshouldbeawareofthefollowingkeyaspectsofthepolicy:

• OnlythosewithanLTCmaybringahandguntotheObservatory.• TheopencarryingofgunsattheObservatoryisstrictlyprohibited.• WeaponsbroughtontothegroundsorintobuildingsattheObservatorymust

beconcealed,properlyholstered,andwithinreachofthelicenseholderatalltimes.

• OnlyLawEnforcementOfficersarepermittedtoaskanindividualiftheyarecarryingaconcealedweapon.

• Weaponsarenotpermittedonthegroundsorinbuildingswhena“preK-12schoolsponsoredactivity”ora“programforminors”(suchasanSFEorScoutNight)istakingplace.Whensuchprogramsareinprogress,signagemaybepostedneartheentrancetotheVisitorsCenterandalongSpur78leadinguptothetelescopedomes.LTCholdersshouldsecuretheirhandgunsinalockedvehiclewhiletheseprogramsareinprogress.

WhatToDoIfYouSeeAGunIfyouwitnessanindividualopenlywieldingagunanywhereattheObservatory,fleetheareaand/ortakecoverinasecurelocationimmediately,andmakesureanyvisitorswhoarewithyouaresafe.Ifpossible,call9-911andcontacttheSafety&Securitystaffbyradio.TexaslawpermitsLTCholderstoopenlycarryhandgunsinmanylocations.Occasionally,anLTCholderwillbeunawaretheyareonacollegecampuswhilevisitingtheObservatory.Inthiscase,youmayseeanindividualwithavisibleholsteredweapon.Ifyoubelievetheindividualposesanykindofthreat,call9-911.Iftheindividualdoesnotappeartoposeathreat,andyouarecomfortabledoingso,youmayapproachtheindividualandinformthemthattheyareonacollegecampus.MostLTCholderswillknowrightawaythattheyneedtoconcealtheirweapon.Iftheindividualresists,oryouarenotcomfortableapproachingtheindividualinthe

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firstplace,donotpursuethematter.Simplycontactasupervisorand/oramemberofourSafety&Securitystaffforassistance.StaffLicenseHoldersIfyouareanLTCholderandwanttocarryahandgunintheworkplace,itisyourresponsibilitytocomplywithallstatelawsandUniversitypoliciesrelatedto“CampusCarry.”Beawareofprogramsandeventsthatmayprecludethelawfulcarryingofaconcealedhandgun(e.g.SFE’s,ScoutNightprograms,etc.).Alsobeawareofanylocationsonsitethatmaybedesignatedas“exclusionzones.”ActiveShooterTrainingAllObservatorystaffareencouragedtoreceivetraininginhandling“activeshooter”situations.TheUniversityofTexasprovidestrainingopportunities,andoccasionaltrainingsessionsareofferedattheObservatory.Manyresourcesarealsoavailableonline.VisittheUTPoliceDepartmentwebsite(http://police.utexas.edu/)forinformationandtrainingvideos.SevereWeatherTheclimateattheObservatoryisconducivetomanytypesofsevereweather.Incaseofsevereweather,accesstothesummitsofMt.LockeandMt.Fowlkesmayberestricted.Thiscanaffectourpublicprograms.Beawareofapproachingand/orpredictedstormsystems,seekshelterwhennecessary,andneverbringvisitorstothesummitsifsevereweatherispresent.WhatConstitutesSevereWeather?Lightningistheprimaryconcernwhenitcomestosevereweatherandpublicprograms.However,heavyrain,highwinds(>50mph),hail,andsnow/icecanalsoaffectprograms.GeneralProtocolsThefollowingprotocolsapplytoallvisitorsandprograms:

• AllvisitorswillbenotifiedofthethreatofsevereweatherwhentheycheckinattheInformationDesk.Theyshouldbewarnedthattraveltothesummitsmightberestrictedandadvisedhowtheweatherwillaffecttheirprogram(s).

• ProgrampresentersshouldcoordinatewiththeInformationDeskattendant,tourassistantandSafety/Securitystaffasnecessarytoassessthethreatofsevereweatherpriorto,andduring,theirprograms.

• Ifsevereweatherisapproachingorpresent,alltraffictothesummitsinprivatevehiclesmaybeprohibited.Visitorsshouldbediscouragedfromtravelingtothesummitsontheirownunderthesecircumstances.

• Nooutdoorportionsofprogramsaretobeconductedwhensevereweatherispresentorapproaching.

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GuidedTourProtocolsThefollowingprotocolsapplyspecificallytotheGuidedTourprogram:

• Duringthesummermonsoonseason,onlineGuidedTourreservationswillbelimitedto28participants.Ifthereisnothreatofsevereweatherforagivenprogram,additionalticketswillbesoldatthedooruptoamaximumof43.

• Iflightninghasbeendetectednearbyormaydevelopfromanapproachingstorm,visitorswillnotbeallowedtodrivetheirownvehiclestothesummit.Programparticipantswillbeshuttleddirectlytothedome,usingbothVCshuttlesifneeded.

• Ifsevereweatherispresentwhenthetourisreadytoheadtothesummit,thepresenterwillwaituntiltheweatherbreaksbeforecommencingthetour.Presentersshouldbepreparedtodoavirtualtourinthetheater.

• Ifsevereweatherarriveswhileagroupisatthetelescope,thepresenterwillwaitforabreakintheweatherbeforeleadingthegroupfromthebuilding.Ifprivatevehicleshavebeenallowedupthemountain,thepresenterwillshuttlethedriverstotheirvehicleswhenitisreasonablysafetodoso.

• Iftraveltothesummitisprohibited,oneparkingpasswillbemadeavailableforvisitorswhocannotclimbtheshuttlebussteps.

TelescopeWeatherStandardsSevereweathercandamageourequipment.Domesshouldneverbeopenedifsevereweatherispresentorapproaching,orifanyformofprecipitationispresent.Theresearchtelescopeshavespecificweatherrulestoguideobserversindeterminingifitissafetoobserve.Adetailedexplanationoftheserulesisavailablehere:http://snoopy.as.utexas.edu:8080/OS/manuals/more-information/weather-closure-rules.Beawareoftheserulesandfollowthemcloselyifyouaredoinganyprogramsattheresearchtelescopes.Whenconductingtoursatthe107”Telescope,beawarethathighwindsmaypreventyoufrommovingthedomeduringatour.Ifthewindsarehighenoughthatdomemotionisprohibited,anLEDdisplaywillbeilluminatedinthe“Colossus”controlroomandprojectedontothewall.AttheVisitorsCenter,wearegenerallymoreliberalinourdefinitionofsafeobservingconditionsforourtelescopes.However,pleasedonotopentheroll-offorVisitorCenterdomesunderthefollowingconditions(asreportedbytheMt.Lockeweatherstation),unlessamanagerhasmadeanexceptionforyourprogram:

• Windsinexcessof50mph.• Particlecountinexcessof100,000ppcf.

WeatherResourcesDecisionsonwhetherornottoopendomesshouldbemadebasedontheconditionsreportedbytheMt.Lockeweatherstation:http://weather.as.utexas.edu/cgi-bin/latest_5min.cgi.

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TheHODARwebsite(http://observatories.hodar.com/mcdonald/night.html)providessatelliteandradarloops,currentMt.Lockeconditions,andthecurrentNationalWeatherServiceforecastinonelocation.Moredetailedsatellitefeeds,aswellaslinkstoradarloops,canbefoundat:http://weather.rap.ucar.edu/satellite/.Realtimelightningstrikedataisavailableat:http://www.lightningmaps.org/realtime?lang=en.WildlifeTheObservatorygroundsandsurroundingterrainarerichinwildlifeofallkinds.Inmostcases,wildlifedoesnotposeaproblem.However,someformsofwildlifecanbedangerous,particularlyiftheanimalisprovoked,feelsthreatened,isinjuredorisprotectingyoung.Staffandresidentsshouldalwaysmaintainawarenessoftheirsurroundings.Assumethatwildlifeispresentatalltimes,andneverapproachawildanimal,eventotakeapicture.Enjoygazingatourwildlife,butremembertheanimalsyouencounterarewildandunpredictable.Sightingsofandencounterswithpotentiallyhazardouswildlife(e.g.rattlesnakes,coyotes,mountainlions,wildhogs,bears)shouldbereportedtotheSafetyOffice.Thepresenceofnuisance/hazardouswildlifeinresidentialareasisexacerbatedbyfeedingofanimalsoutdoors.TheObservatoryadministrationrecommendsresidentsavoidleavingfoodofanykindoutside.AnyquestionsorconcernsregardingwildlifeonsitecanbedirectedtotheSafetyOffice.WildfiresThecombinationofaridclimate,warmtemperatures,occasionalhighwindsandamplegrasslandmakethethreatofwildfiresaseriousandongoingconcern.PleaseberesponsiblewithopenflamesonsiteatalltimesandobserveJeffDavisCountyburnbansandadvisories.Thefacilityhasafirewarningsirenthatisusedtonotifystaffandresidentsofaseriousfiresituationonorapproachingthefacility.Ifyouhearthesirenorseeathreateningfirecondition,youshouldevacuatetotheVisitorsCenterandawaitfurtherinstructions.TheVisitorsCenterisconsideredhighlydefensibleandisoneofthesafestplacestobeonsiteincaseoffire.Pleasenotethatthesirensystemisoccasionallytested,andalltestswillbeannouncedinadvance.Noactionisrequiredonyourpartduringatestofthesirensystem.

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VisitorsCenterSafety/SecurityRestrictedAreasThefollowingareasareoff-limitstothepublic/unauthorizedpersonnelatalltimes:

• BehindtheInformationDeskandGiftShopcounter.• BehindthecounterandinthefoodprepareasoftheCafé.• TheGiftShopOffice.• Theexhibitrepair/workroom.• TheVCofficebuilding(“OldVC”).• TheTheaterprojectionroom.

Entrances/ExitsThesideentrancedoor(employeeentrance)shouldremainsecurelyclosedatalltimes.Donotleavethisdooropenandunattended.Allinteriordoorstooffices/classroom/workareasshouldbeclosedsecurelyattheendofeachday.Staffshouldcheckthatthemainentrance,café,theaterandexhibithalldoorsaresecurebeforeleavingfortheday/night.Atthe“OldVC”building,allstaffshouldensurethatbothexteriordoorsclosesecurelywheneverenteringorexiting.The“T”KeyYour“T”keywasissuedtoyouonlyandshouldneverbeloanedtoanyoneunderanycircumstances.ItprovidesaccesstoallVisitorsCenterfacilitiesandtomanyofthefacilitiesonMt.LockeandMt.Fowlkes.YoumustreturnthiskeyuponyourfinaldayofworkwiththeVisitors’Center.TheaterSeating/OccupancyLimitsTheStateFireMarshalhasmandatedastrictoccupancylimitof100personsintheTheater.Seatingisavailablefor94people.FacilitySafety/SecurityTheVCisprivilegedtohaveaccesstoresearchareasforpublicprograms.Thispublicaccessisunmatchedbyanysimilarfacilityintheworld.VisitorsCenterstaffmustalwaysbeawareofhowouractionsandtheactionsofourvisitorsimpacttheprimaryworkofthefacility.Anumberofpoliciesareinplacetoprotecttheintegrityofresearchconductedhereandtoensurethesafetyandsecurityofourvisitors,staff,astronomers,andresearchequipment.Pleaseadheretothefollowingrulesatalltimes.UnpavedAreasAllvisitorsshouldbediscouragedfromwanderingontounpavedtrails,grassy/woodedareas,residentialyards/driveways,etc.Thisreducesthechancesofvisitorinjury,encounterswithwildlife,andtrespassontoprivateresidences.

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Ledges/GuardrailsVisitorsshouldnotbepermittedtostandorsitonledges,guardrails,orwalls.Thereisalwaystheriskthatsomeonestandingonaledge,guardrailorwallcanlosehis/herbalanceandfallfromadangerousheight.Thisisespeciallydangerousonwindydays.UnauthorizedVehiclesVisitorvehiclesarenotpermittedbeyondthe“STOP:AuthorizedVehiclesOnly”signnearthesummitofMt.Lockeunlesstheyhavebeengivenpermissionaheadoftime.ParkingpassesareavailableattheInformationDeskforvisitorsneedingcloseaccesstothedomes.LargeVehiclesLargevehiclessuchasRV’sandcampersoftenhavedifficultynegotiatingthesteepgradeupMt.Locke.VisitorsdrivingsuchvehiclesshouldbegivenseatsontheShuttleBusfortoursanddiscouragedfromattemptingthedrivetothetop.TourBusesLargetourbusesareneverpermittedbeyondthe“STOP:AuthorizedVehiclesOnly”signnearthesummitofMt.Locke.Thesevehiclescanbecometrappedonthecircledriveatthesummit,especiallyifstaffvehiclesareparkedthere.LargebusesshouldbeinstructedtoparkalongtherockwallinVisitorParking.Wecanoffershuttleserviceto/fromVisitorParkingforthoseaboardthebuswhoareunabletomakethewalkbetweentheparkingareaandthedome.DomeOccupancyLimitsThesafeoccupancylimitofthe107”domeflooris45people.Inaddition,forgroupsof23ormore,asecondstaffmemberisrequiredtoassistincaseofevacuation.Thismeansthatall107”tourshaveahardlimitof43visitors.Thesafeoccupancylimitforthe82”telescopeis20people.RestrictedAreas

• Catwalksatthe107”and82”telescopes.• Upperlandingsonthedomefloorsofthe107”and82”telescopes.• ThedomeflooroftheHET.Insomerarecases,publicaccesstothisareais

allowed.VisitorsCenterstaffwillbenotifiedinadvanceifthisisthecase,andanHETstafferwillbepresenttheentiretimethegroupisonthedomefloor.

• Thecontrolroomsofanytelescope.Onrareoccasions,smallVIPgroupsmaybeallowedtoenterthecontrolroomwiththeobserverpresentandonlyafterspecificarrangementshavebeenmadeinadvance.Tourguidesareneverallowedtobringevensmallgroupsofvisitorsintocontrolrooms.

• Thehydraulicplatformsonthedomefloorofthe107”telescope.

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• The2nd,3rdand4thfloorsofthe107”telescopebuilding.Thesefloorscontainstaffofficesanddelicateresearchequipment.Thereisnoreasonthepublictourshouldevervisittheseareas.

DomeFloorSafetyWarningtoVisitorsTheUTFireMarshalhasmandatedthatalltourguidesnotifyvisitorsaboutsafetyrulesandevacuationproceduresuponarrivalonthedomefloor.Asample“SafetySpeech”islocatedonthestaffwebsiteat:http://hercules.as.utexas.edu/ORIGINALS/index.html.Thisinformationisalsoprovidedonthe107”domefloorintheformofalaminatedcardlocatedatthetelescopeoperationconsole.Thekeyelementsofthisspeechare:

• Visitorsshouldstayoutsidethegreenstripeonthefloor(i.e.offthehydraulicplatforms),andstayclearofequipment,doorwaysandstairwells.

• Visitorsshouldnotleavethedomefloorbyelevatorunlessaccompaniedbyastaffmember.

• Inthecaseofanemergency,theprimaryexitisthepublicstaircase.• Ifthepublicstaircaseisinaccessibleinanemergency,thetourguideortour

assistantwillleadvisitorsoffthedomefloorbywayofthestaircaseatthebackofthecontrolroom.Allpresentersshouldbecomefamiliarwiththisroute.

• Thoseinneedofassistanceoffthedomefloorincaseofanemergencycangatheratthe“AreaforEvacuationAssistance”ontheeastsideofthedome.

Doorsatthe107”TelescopeAlwaysmakesuretheaccessdoorstonon-publicareasaresecure.Beforeleavingthedomefloorafteratour,makesurethedooratthetopofthestairsisclosedsecurelyandthatthealarmisactivated.Also,tourguidesshouldwarnvisitors(especiallyduringbusytimes)nottoholdthelockeddooratthebottomofthepublicstairsopenforpeoplewhoaren’tonthetour.Thisusuallyhappensasthegroupisheadingbackdownthestairsattheendofthetour.Thesepeoplethenwanderuptothedomefloorunattended.NitrogenSafetyManyoftheinstrumentsattheObservatoryarecooledwithliquidnitrogen.Althoughnitrogenisaninertgasandisnotflammable,itdoesposesomeuniquesafetyhazards.Whileyouareunlikelytocomeintodirectcontactwithliquidnitrogeninthecourseofyourdailyactivities,ourpublictoursdovisitlocationswherelargequantitiesofnitrogenarestoredandused.Allstaffmembersshouldbeawareofsomeimportantsafetyconsiderationsassociatedwithnitrogeningeneral.

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Generalsafetyconsiderationsrelatedtothepresenceofliquidnitrogeninclude:• Liquidnitrogenisextremelycold.Contactwithliquidnitrogencancause

severedamagetolivingtissue.Itwillalsocausematerialstofreezeandbecomeextremelybrittle.

• Nitrogenisheavierthanair,soitwilldisplaceoxygenneartheground.Exposuretothelowoxygenenvironmentcreatedwhenlargeamountsofnitrogenarereleasedinaconfinedspacecanquicklyleadtolossofconsciousnessandevendeath.

Locationsonsitewhereyoumayencounterliquidnitrogeninclude:

• TheHobby-EberlyTelescope:TheHETstoresandusesthousandsofgallonsofliquidnitrogentocooltheVIRUSinstruments.Thesiteisequippedwithanelaboratenitrogenstorage,transportandsafetysystem.Alarmswillsoundifnitrogen/oxygenlevelsattheHETreachpotentiallydangerouslevels.Ifthenitrogenalarmsoundsduringatour,thepresentermusthaltthetourimmediatelyandaskallgueststoleaveMt.Fowlkes.SafetypersonnelattheHEThavebeentrainedtohandlenitrogenemergencies,anditisbesttogetallvisitorsawayfromthescenesostaffcansecurethesite.

• Outsidethe107”TelescopeDome:Atrailer-mountedtankofliquidnitrogeniskeptoutsidetheloadingbayatthe107”Telescope.Undermostcircumstances,thistankposesnorisktostafforvisitorsafety.Occasionally,youmayseeamemberofObservingSupportworkingwiththetank.Inthiscase,makesurevisitorsstayclearoftheactivity.

• PortableDewers:Portabledewersofliquidnitrogenmaybefoundatseverallocationsonsite.Mostoften,youwillfindthemonthedomefloorsofthe107”or82”telescopesandintheloadingbayatthe107”telescope.Thesestoragecontainersdonotposeanyrisktostafforvisitors.Nevertheless,visitorsshouldbekeptclearofnitrogendewers.

Ifyoushouldcomeuponapersonwhohasfallenunconscious,andyoususpectitisduetooxygendisplacement,donotattempttogototheiraid.Althoughyourinstinctwilllikelybetohelptheindividual,itismorelikelythatyouwillsuccumbtothelowoxygenlevelsbeforeyouhaveachancetodoanygood.Instead,vacatethearea,call9-911,andnotifyon-sitesafetypersonnelofthesituation.Theyaretrainedandequippedtoproperlyrenderaidinsuchsituations.Similarly,ifyouobservesignsofaleakinanyliquidnitrogensystem,donotunderanycircumstancesapproachtheareaoftheleak.Signsofaleakmayincludefrostingofnitrogenlines(althoughfrostingofcouplingsiscommonandnormalinhumidconditions),vaporcloudsandhissing/spewingofliquidnitrogen.Ifyouobservethesesignsofaleak,immediatelynotifyamemberoftheHETorObservingSupportstaff.Ifyouhavequestionsorconcernsaboutnitrogensafety,pleasecontactSteveBramlett(facility-wide),CoyneGibson(OS)orHermanKriel(HET).

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DealingWiththePublicYouwillmeetasteadystreamofvisitorsfromallwalksoflife,manyofwhoseintelligenceandbackgroundcomparefavorablywithyourown.Mostvisitorsarehereforapleasanttime,andwhileinterestedinastronomy,theydonotexpectafullcourse.TheymayormaynotretainspecificinformationtheyreceiveabouttheObservatoryandthenightsky,buttheywillneverforgetthatyouwerepleasant,thatyoushowedapersonalinterestinthem,andthatyoushowedthemrespect.

Theoverwhelmingmajorityofyourinteractionswithvisitorswillbepleasantandrewarding.However,negativeinteractionscananddooccur.TheUniversityofTexashaspartneredwithLynda.comtoprovideashortseriesoftrainingvideosaboutcustomerservice.Allstaffareencouragedtoviewthesevideos,eitherviaiPad(availableinFrankCianciolo’soffice)orontheweb.Seeyoursupervisorformoreinformationaboutthesevideosandothertrainingopportunities.

Somegeneralguidelinesforallvisitorinteractionsinclude:

• Becourteousandprofessionalatalltimes.Thisisanabsoluterequirement;mostpeoplewillrespondappropriatelytoacourteousperson.Avoidmakingconfrontationalstatementsthatmayantagonizeorinsultavisitor.

• Becrystal-clearanddirectwhengivinginstructionsormakingrequestsofvisitors.

• Alwaysmaintainyourcomposureinordertoremainincontrolofanysituation.Ifyouarefrustratedorangeredbyasituation,pauseforafewsecondstocollectyourself,recognizeyouremotionalresponse,andremindyourselfnottoreactemotionallytothesituation.

• Avoidsinglingoutvisitorsinfrontofanaudience.• Usepositivereinforcementwhenappropriatewithindividualsorgroupsto

preventnegativeinteractionsbeforetheyoccurandtorestoreapositivevisitorimpression.Forexample,ifavisitorhascompliedwithyourrequesttorefrainfrommakingcommentsduringatour,thankthemafterthetourforhelpingyouprovideapositiveexperienceforthegroup.

• Ifyoufeelunpreparedtodealwithanypotentialscenario,don’thesitatetoaskforassistanceorsuggestionsfromyourmanagersandcolleagues.

Belowaresuggestionsforhandlingsomespecificsituations.VisitorsWithSpecialNeedsWeareconstantlyworkingtoimproveourservicesforvisitorswithspecialneeds.Ifyouencounteravisitorwithspecialneeds,youwillneedtobeawareofhowwecanassistthatperson.Adetaileddescriptionofallaccommodationsweofferisprovidedonourpublicwebsiteat:http://mcdonaldobservatory.org/special-needs.Youshouldreviewthislistinitsentirety.

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Hereisabrieflistofsomeofthemorecommonaccommodationsweoffer:• Severaltransportchairsandonewheelchairareavailableforthosewith

mobilityissues.TheyarestoredintheTheater.• VisualguidesandscriptsforthehearingimpairedareavailableattheInfo

DeskforSolarViewingpresentationsandGuidedTours.• Fifthfloorelevatoraccessisavailableatthe107”telescopeforGuidedTours

andSVN’s.NotethatelevatoraccessisNOTavailableatthe36”or82”telescopes.

• PublicareasattheHobby-EberlyTelescopeandthe107”telescopearewheelchairaccessible.

• TheWren-MarcarioAccessibleTelescopegivesvisitorsinwheelchairscomfortableaccesstotelescopeviewsattheStarParty.Wecanalsooffersomelimitedviewingforthoseinwheelchairsusingthe“Portaball.”

• Assistivelisteningdevicesareavailableforuseonallprograms.• Alimitedlibraryoftactilegraphicsisavailableforblindvisitors.We

generallyneedadvancenoticetoprepareappropriategraphicsforagivenprogram.

ChildrenWewelcomechildrenonallofourprograms.Presentersshouldworktokeepchildrenengagedandencouragethemtoaskquestionsduringprograms.However,somechildrenmaybecomedisruptiveforavarietyofreasons.Thesesituationscanbeawkwardforthepresenterandtheparents,andtheycanfrustrateothermembersoftheaudience.Presentersmustworktominimizethedisruptioninacompassionateandrespectfulmanner.Herearesomestrategiesfordealingwithactiveandnoisychildren:

• Ifthechildisespeciallynoisyanddisruptiveduringaprograminthetheater,youmighthavetosuggest(orrequest)thataparenttakethechildtotheExhibitHalltorunaround.

• Often,parentsrealizethattheSolarViewingprogramisnottotallyinterestingtolittlepeople,andtakethemoutofthetheater.YoumighttrytoassureparentsthatthekidswillbemoreengagedontheGuidedTour,sincelargethings(telescopesanddomes)oftengetmovedaroundduringthetour.

• Atthe107”domefloor,youmightsuggesttheywatchthetourfromthevisitors’galleryatthetopofthestairs.

• Trysayingwithasmile,“Iunderstandthatthebabydoesn’tagreewithme,somaybeyoucantakehim/herforawalk.”

OurpublicwebsiteprovidessometipsforparentsvisitingtheObservatorywithchildren(http://mcdonaldobservatory.org/visit/visiting_with_children).Allpresentersshouldbeawareoftheseguidelines.

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DisruptiveAdultsOnrareoccasions,anadultvisitormaybecomedisruptivetoaprogram.Whenpossible,addresstheproblemwiththevisitordirectlyinamannerconsistentwiththeguidelinesprovidedabove.Ifthevisitorrefusestocomplywithyourrequestandcontinuestodisruptyourprogram,youhavetherighttoaskhim/hertoleave.Thisshouldbealastresort,butpresentersshouldnothesitatetouseitiftheaudienceexperienceisbeingnegativelyimpactedbythebehaviorofanindividualorgroup.Ifadisruptivevisitorrefusestoleave,pausetheprogramanddiscretelycontactamanagerorsecuritypersonnelforassistance.“GateCrashers”Occasionallyvisitorswhohavenotpaidforaprogramwillendupwithatourgrouporinthetheaterduringapaidprogram.Thebestwaytoavoidthisscenarioistobeawareofyourgroupandthecolorofthestickers(ifany)thatindividualsarewearing.Takeamomenttoremindvisitorsthatonlythosewiththeappropriatepassmayparticipate.Ifthereisspaceontheprogram,feelfreetoallowthepersontojointheprogram,providedtheypaytheadmissionfeeafterwards.LargeCrowdsIfpresentingapublicprogram,alwayswaitfortheentiregrouptogatherbeforebeginningtospeak.Ifyoumustwaitafewminutes,youcanbreaktheicebyvisitingalittlewiththegroup.Wherearetheyfrom?AretheycomingbackforaStarParty?Presentersshouldalwaysrepeatquestionsaskedduringlargeprograms.Thisensuresthatallofthevisitorshearthequestionandunderstandtheresponse.Whentoursarelargerthan22visitors,atourassistantwillgoalongforthe107”portionofthetour.Thispersoncanhelpyouwithcrowdcontrolandothertasks.ComplaintsSomevisitorswillobjecttothescheduledhoursforactivities,totheactivitiesthemselves,tonotbeingabletoviewthroughthebigtelescope,etc.Whenyouaretheonlyonearoundtolistentothesecomplaints,realizethatthesethingsareoutofyourrealmofresponsibility,andalthoughyou’reconcerned,youcannotdoanythingtochangethem.Apologizeforanyinconvenienceordisappointment.Ifthreatenedwithaletterofcomplainttoyoursupervisor,politelygivethemanameandaddress,butdonotgetupset,anddonotworryaboutit.Unlessyouyourselfareatfaultthroughyourmanner,failuretodoyourjob,orsheerdiscourtesy,youhavenothingtojustifyeithertothevisitorsortoyoursupervisor.

BelligerentIndividualsThoughmostpeoplewilltreatyouaswellasyoutreatthem,therewilloccasionallybeexceptions.Youwillhavetohandleunpleasantsituationsthebestyoucan.Ifasituationiscompletelyoutofcontrol,andyouareabusedorthreatened,callsomeoneinasupervisorycapacity,or9-911,ifthatisappropriate.Thiswillseldom,ifever,occur,butdonothesitatetosummonhelp.

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PublicSpeakingTips

WhilethefollowingisgearedmainlytowardourProgramsstaff,alljobshereinvolvesomeinteractionwiththepublic.Thefollowingmaybeusefultoallstaff.

Thethreemostimportantguidelinestopracticeimmediately,regardlessofyourlevelofexperience,are:knowledgeofyoursubject,sincerity,andenthusiasm.Whenyoudeliveranaccuratetourinapersonalizedandsinceremanner,visitorswillhave

nothinglessthanamemorableexperience.Thefollowingpublicpresentationandcommunicationskillscomewithtimeandexperience;themoretoursyouconduct,thefasteryouwillacquirethem.1.EyeContact:Youshouldalwaysmaintaineyecontactwithyouraudience.Ifyoufindyourselfrapidlyscanningtheaudiencewithyoureyes,youconveynon-verballythatyouarenervous.Instead,findananchor,andlockinononeindividual’seyes.Slowdown,getyourbearings.Speaktoonepersonatatime.Thenpause,andfindthenextindividual.Insteadofspeakingtoagroup,haveaseriesofone-on-oneconversationswiththeindividualmembersoftheaudience.Itisalsoveryimportanttofacethegroupatalltimes.Youcannotmaintaineyecontactifyourbackistothegroup.EspeciallyavoidlookingatthescreenwhilepresentingslidesduringSolarViewing.Thisisacommonpitfallofbeginningpresenters.2.AudienceCues:Rememberthatyouareengaginginaconversationwithyouraudience.Everypublicpresentationisatwo-waycommunication,andthebestpresenterspayattentiontowhattheiraudienceiscommunicating.Ifyouraudienceisbored,havingtroublehearingyou,orconfused,theywillgenerallypresenteasilyidentifiednon-verbalcues.Payattentiontothesesignals,andadaptyourpresentationaccordingly.3.Gesturing:Gesturescanaddtoapresentationifproperlyused.Ontheotherhand,theycanalsobedistractingifoverusedorifusedinawaythatdoesnotrelatetoyourpresentation.Ifyoufindyourselfnotknowingwhattodowithyourarms,hands,orfingerswhileyouspeak,trytousegesturestospecificallyemphasizethepointyouaretryingtomake.Don’tputyourhandsinyourpocketsorfidget.Whenyouarenotusingyourarmsorthereisnoneedtodoso,simplyallowthemtodropnaturallytotheside.4.Pausing:Presentersoftenexperienceasenseof“timedilation:”whatseemstothepresenterlikealengthypauseisoftenmuchshorterinreality.Pauselongerthanyourinstinctssuggestwhenwaitingforanaudienceresponse.Ifyouloseyourtrainofthoughtorhaveaproblem,pausetocollectyourself.Whatseemslikeeonstoyouwillseemlikeafleetingmomenttotheaudience.

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5.InflectionandVolume:Speaknaturallyatanadequatevolume.Avoidmonotoneand/orrotespeech.Thisgivestheimpressionthatyouaren’tinterested,whichwillaffectthewayyouraudiencereceivesyourpresentation.Ifyoufindyourselfcaughtinboringmonotonespeech,thenyouwanttoincreaseyourvolume,andincreaseyourvoiceinflection.Itismoreinterestingtolistentoapresenterwhohaspassionandfeelingintheirvoice.Yourowninterestandenthusiasmwillbecontagious,souseyourvoiceasatooltoconveythesefeelings.6.HumorandJokes:Humorcanbeagreatwaytoengageyouraudience,butitcanalsobackfire.Itisveryriskybusinesstobeginyourpresentationrightawaywithhumororajoke.Typicallyitwon’tworktoyourfavorbecauseyoudon’tyethaveafeelforyouraudience.Ifitworks,youhaven’tgainedmuch,andifitdoesn’twork,youcanloseyouraudiencefortheentirepresentation.Don’tconstantlytrytobefunny.Ifyoudon’ttakeyourselftooseriously,humorwillnaturallyfallintoplacewhenit’sappropriate.7.DesigningVisuals:Ifyoudesignavisualforyourpresentation,keepitsimple.Allpresentersmustutilizeallthesoftware/hardwarepossibletoenhancetheirpresentations.KevinMaceisanexperiencedgraphicartistandisagoodpersontoconsultifyouhavequestionsorideas.8.TakingQuestions:Generally,publictourparticipantswillbeencouragedtoaskquestionsduringandafterthetour.Becauseoftimeconstraintsduringthetour,youwillneedtolimithowmanyareasked.Ifyouhaveavisitorwithmanyquestions,simplysay:“BeforeIforget,letmementionafewotherimportantitemsofinterest.I’llhavemoretimeafterthetourtoanswermoreofyourquestions.”Donottellvisitorstosimply“holdtheirquestionsuntiltheend.”Doingsodisengagesthelearningprocessasitoccursnaturally;thisisespeciallytruewithchildren,wholearnbyaskingbasicquestions.Whenquestionsareaskedinlargegroups,tourguidesshouldrepeatthequestionssoeveryonecanhear.9.IntellectualHonesty:Ifyouarehonestaboutyourlevelofknowledgeandthecurrentstateofscientificknowledgeonasubject,theaudiencewillhavegreaterrespectforbothyouandthescientificprocess.Duringyourprogram,ifyougetaquestionyoucan’tanswer,simplysay,“Idon’tknow.”Ifyouknowananswercaneasilybefound,offertohelpthevisitorfindtheansweraftertheprogram.Ifyoudon’tknowhowtofindtheanswer,gethelpfromacolleague.Ifthereisn’tcurrentlyananswertothequestion,thensaying,“Wecurrentlydon’thaveananswertothatquestion”isavalidscientificresponse.10.KnowYourStuff:Besuretohaveyourfactsstraightandclear.Ifyounoticeanydiscrepanciesinfactualstatementsfromanysourceorarenotcompletelysureofyourself,contactotherstaffmembersforhelp.Havingagoodknowledgebaseofyoursubjectmattergoingintoapresentationwillallowyoutopresentthematerialinamorerelaxedandassuredmanner,anditwillbetterprepareyoutohandleunexpectedquestions.

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11.Don’tPanic:Ifyouhaveaproblemduringyourprogram,don’tpanicorrush.Explaintotheaudiencethatthereisaproblem,andtakethetimeyouneedtofixitproperly.Ifitisbeyondyourcapabilitytosolvetheproblem,calmlyexcuseyourself,andgettheassistanceyouneed.12.Inclusiveness:Avoidalienatingmembersofyouraudience.Donotexpresspolitical,religious,orphilosophicalopinions,ormakejokesaboutcontroversialtopics.Showrespectforallofyourvisitors,eventhosewithwhomyoumaydisagree.Makeanefforttorefertoastronomersandstaffingender-neutralways:Forexample,youmightcontinuetousetheterm“theastronomer,”ratherthanreferringtotheastronomeras“him”or“her.”Ifyouarespeakingofaspecificastronomerorstaffmember,obviouslyyoucanusetheappropriatepronoun.

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ProgramsThischaptercontainsinformationspecifictotheProgramsstaff,andthosewhoassistinthecapacityoftourassistants,sitevolunteers,etc.TrainingAlltourguidesshouldpreparefortrainingbyobtainingandreadingthefollowing:

• BigandBright,byDavidS.EvansandJ.DerralMulholland.Thisbookisavailableforpurchaseinthegiftshop,andafewcopiesareavailableforloaninthestaffoffices.

• TheMcDonaldObservatoryinformationalbrochure.• SampleProgramsScripts/Slides.Theseareavailableonthestaffwebpage.• WebResources(http://hercules.as.utexas.edu,

http://mcdonaldobservatory.org)

Youwillbegintrainingbysittinginonaminimumoffourguidedtoursconductedbyexperiencedpresenters.Duringthistime,youwillbegincraftingyourownpresentation.ThenewpresentershouldadheretotheSolarViewingandGuidedTour“scripts”asaguidelineofinformationonly;theyshouldnotbegivenverbatim.Experiencedguideshaveacquiredtheabilitytoincludethebasicscriptinformation,whileblendingintheirownuniquepassionforcertainareasofastronomyandrelatingotherscience,technology,andengineeringfieldstoastronomicalresearchandoureverydaylives.Ifyouhaveanyquestionsduringthistime,don’thesitatetospeaktoyourmanageroranyofyourcolleagues.Experiencedstafferswillobservethefirstseveraltoursyoupresent.Thestaffobservingyouisreadyandabletoassistyouwithanyproblemsyoumayencounter.Askforassistancewhenyouneedit.WhentheSeniorProgramCoordinatordeterminesthatyouareready,youwillbeginconductingprogramsonyourown.Beforeconductingatourofthe107”Telescopeonyourown,youwillreceivetrainingontelescopeoperations.YouwillmeetwitharepresentativeoftheObservingSupportstaff,whowillgooversafeandproperoperationofequipmentonthedomefloor.Inaddition,aVisitorsCenterstaffmemberwillwalkyouthroughproperVCoperationsatthe107”telescope.Inadditiontotrainingforconductingpublicprograms,youwillreceivetrainingonmanyotherfunctionsoftheProgramsstaff.Thismayincludeopening/closingfacilities,conductingspecialtyprograms,workingtheInformationDesk,etc.YouwillalsoberequiredtocompleteasetofonlinecompliancetrainingmodulesmandatedbytheUniversityofTexas.YoursupervisororanHRrepresentativewillhelpdeterminewhichmodulesyoumustcomplete.ThesafedrivertrainingmodulemustbecompletedbeforeyoucanbepermittedtodriveaUTvehicle.

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Everystaffmemberwhooperatesresearchtelescopesmustalsoagreetocomplywiththe“observer’scontract.”Thatcontractcanbefoundhere:http://snoopy.as.utexas.edu:8080/OS/manuals/more-information/contract.pdf/view.Signingoffonthedailyreportattheresearchtelescopeonthedateofyourprogramisconsideredagreementtocomplywiththecontract.GeneralPublicProgramsPoliciesThefollowingispolicyforallpublicprogramspresenters.Itisyourresponsibilitytoknow,practice,andmaintainthefollowing:

• Provideclearandaccurateinformationatalltimes.Ifyouareunsureabouttheaccuracyofastatement,askyourcolleaguesforhelp.

• Befamiliarwiththepublicprogramsschedule.• Bepresentandreadytoconductyourprogramatleastfiveminutespriorto

thescheduledstarttime.Beearlyenoughtoprepare,withsufficienttimetosolveanyunforeseenproblems.

ConductingSolarViewingPresentationsTheSolarViewingProgramismeanttocoverbasicinformationaboutthesun.Liveorpreviouslyrecordedimagesofthesunandcomputerdisplaysshouldreinforceandaugmentyourpresentation.NewSolarViewingpresentersshouldbeginbyusingthepreparedsampleSolarViewingscriptandslideset,orthepresentationofanexperiencedcolleague,untiltheycanpreparetheirownprogram.AsampleSolarViewingscriptandslidesetareaccessibleviathestaffwebpageunder“ProgramResources.”SampleslidesarealsostoredontheTheatercomputer.Inmostcases,aGuidedTourwillimmediatelyfollowSolarViewing.ConductingGuidedToursGuidedTourstypicallyvisitthe107”telescopeandtheHET.AswithSolarViewing,beginningpresentersshouldfollowcloselythesamplescriptsandpresentationsofexperiencedcolleaguesuntiltheyarereadytopreparetheirownprogram.Sampletourscriptsarelocatedonthestaffwebpageunder“ProgramResources.”AccountingforVisitorsIngeneral,presentersshouldalwaysbeawareoftheirsurroundingsandthepeoplewhoareontheirtours.Therearemanyplacesalongthetourwherevisitorscangetleftbehindorwhereextrapeoplecanendupwiththegroup.Payattentiontothefollowing:

• Knowhowmanypeopleyoushouldhaveonthetourandontheshuttlebus.• Noticethecolorofthestickersofthoseonyourtour.Tourparticipants

shouldhavegreenstickers.Ifyouhavefolkswithyellowstickersornoneatall,remindthemthatyoucannotbringthemtothedomefloor.Visitorsshouldnotgetasfarasthedomefloorwithoutagreensticker.Ifthis

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happensforsomereason,donotmakethevisitorleave.Instead,askthemtopaytheadmissionfeeattheInformationDesk,andcontinuetheprogram.

• Waitfortheentiregrouptogatherbeforebeginninganypartofyourtour.• Makesurethatallshuttlebusridersareaccountedforbeforedepartingthe

VC,the107”telescope,ortheHET.• Whenheadingupstairsatthe107”telescope,besuretoavoidleaving

someonebehindinoneoftherestrooms.• Makesureallvisitorsareaccountedforwhenleavingthedomefloorofthe

107”telescope(eitherheadeddownthestairsorontheelevatorwithyou).AccesstoDomesInmostcases,publictoursarepermittedaccesstothedomefloorofthe107”Telescope.Onsomerareoccasions,tourswillvisitthe82”Telescopeinsteadof(orinadditionto)the107”Telescope.Accesstotelescopedomesisprohibitedunderthefollowingconditions:

• Ifthereisasignonthedoorthatindicatesacalibrationorotherdarktestisinprogress.

• Ifacagechangeorother“heavy”workistakingplaceonthedomefloor.• Ifahatchcoverisoutofthedomefloor.• Anytimeaftersunset,unlessgivenexpresspermissioninadvancefromthe

observer.OperatingEquipmentintheDomesThefollowingguidelinesshouldbefollowedwhenoperatingequipmentinanyofthedomes:

• Agoodruleofthumbistoalwaysputequipmentbackwhereyoufoundit.• Donotoperateanyequipmentorlights(otherthanflashlights,withcare)in

adomeifa“Danger–DoNotOperate”signisonthecontrolconsole.• Donotoperatethedomeunderhighwindconditions.Atthe107”Telescope,

thisisindicatedbyaredLEDdisplayinthe“Colossus”controlroom.• Alwayscheckinthecontrolroombeforemovinganyequipmentonthedome

floor.Ifanastronomerortechnicianisinthecontrolroom,politelyaskifyoumaymovethingsaroundonthedomefloor.

• Anyonewhomoves(orsupervisesthemotionof)oneoftheresearchtelescopesmustbechecked-outinthattelescope’ssafeoperationbeforeattemptingtomovetheequipment.Sometourguidesliketohavevisitorsmovethetelescopeand/ordomeatthe107”.Thisispermissiblesolongasthetourguidehasbeencheckedoutandiscarefullymonitoringthetelescope’smotion.Tourguidesshouldexercisecommonsensewhenchoosingvolunteerstooperateequipment;forexample,extremelyyoungchildrenmaynotbeabletofollowyourdirectionsandmaynotgetmuchoutoftheexperienceanyway.

• AnyonewhooperatesaresearchtelescopeatMcDonaldObservatorymustagreetocomplywiththeObserver’sContractbeforedoingso.Readthecontractbeforeyourfirsttour.Thecontractcanbefoundat

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http://snoopy.as.utexas.edu:8080/OS/manuals/more-information/contract.pdf/view.Operationofthetelescope(s)duringtoursisconsideredimplicitagreementtocomplywiththecontract.

• Whenmovingatelescope,alwayswatchforcollisionhazards,andchecktobecertainthatnocableswillbepulled.

• Alwaysknowthelocationofthenearest“EmergencyStop”(E-stop)button.• Ifanythingseemsamissduringyourtour(malfunctioningequipment,

strange/loudnoises,etc.),notifyamemberoftheObservingSupportStaffassoonaspossible.

LeavingtheDomeFloorofthe107”Followingthepresentationonthedomefloorofthe107”Telescope,itisimportanttoleavetheequipmentintheproperstate.Inordertoensurethedomeandtelescopeareleftintheproperstate,andtotracklapseswhentheyoccur,adatedcheck-offsheetislocatedintheoldcontrolroom.Beforeleavingthedome,presentersshouldplaceacheckmarkintheboxfortheappropriatedateandtour.IfthefollowingtaskscannotbecompletedduetothepresenceofObservingSupportorPhysicalPlantstaffworkingonthedomefloor,pleaseindicatesuchwiththeappropriatecodeinthebox.UnlessinstructedotherwisebyamemberoftheObservingSupportteam,allpresentersmustdothefollowingbeforeleavingthe107”domefloorafteranytour:

• Stowthetelescope,dome,platforms,andwindscreens.• TurntheACandtubefansbackon.• EngageE-Stop.• Securethedoortothepublicstairwell,andengagethealarm.• Checktheappropriateboxonthecheck-offsheetintheoldcontrolroom.

Whenyouchecktheboxonthecheck-offsheet,youarecertifyingthatyouhavecompletedtheabovetasks.Donotchecktheboxuntilafteryouhave

completedthesetasks.SpecialConsiderationsfortheAfternoon107”TourObservingSupportturnsoverthedomestotheastronomersat4p.m.eachday.Presentersshouldmakeeveryefforttobeoffthedomefloorbythistime.Inadditiontothetaskslistedintheprevioussection,whichmustbedoneafteralltours,afternoontourguidesareresponsibleforthefollowingadditionaltasks:

• Turnoffthedomelights.Passagelightsmaybeleftonforsafety.• Movethestanchionsneartheelevatoroutoftheway.

Ifforanyreasontheafternoontouriscanceled,itistheresponsibilityofthepersonassignedtopresentthetourtomakesurethesetasksarecompletedby4p.m.

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PresentingintheGTAGToursoftheHobby-EberlyTelescopetakeplaceintheGeorgeT.AbellGallery(GTAG).Thisspaceisopentovisitorsthroughouttheday,freeofcharge,aspartoftheSelf-GuidedTour.Whenyouarrivewithyourtourgroup,youmayfindvisitorsalreadyinthegallery.Thosevisitorsarewelcometolisteninonyourprogramiftheywish.SeveralvideosandexhibitdisplaysruncontinuouslyintheGTAG.Tourguidesshoulddisablethesoundonthevideosbeforebeginningalivepresentation.Ifyouarriveandfindvisitorswatchingavideo,pleasedonotabruptlyturnoffthevideo.Instead,politelyaskthevisitorsifyoucanmutethesoundorstopthevideo,andinvitethemtolisteninonyourtalk.Ifthevideoisneartheend,youmayopttosimplywaitforittofinishbeforedisablingit.Alwaysremembertorestartthevideosorrestorethevolumebeforeleavingthegalleryattheendofyourtour.TourAssistingIf23ormorevisitorsareparticipatinginatour,aProgramsStaffmemberwillaccompanythetourintheroleoftourassistant.Whenperformingasatourassistant,besuretohaveaworkingflashlight,yourradiowithaworkingbattery,yournamebadge,andthekeystotheSuburbanhandy.Alistoftourassistantdutiesisavailableonthestaffwebpageunder“ProgramResources.”StarPartiesStarPartiestypicallyfeatureanIntroduction,ConstellationTour,andtelescopeviewingintheRebeccaGaleTelescopePark,locatedbehindtheVisitorsCenter.AdescriptionofsomeofthetelescopesweuseisavailableasahandoutattheInformationDeskandonthestaffwebsite.Duringinclementweather,aPlanBprogramisoffered,whichtypicallyfeaturestalks,demonstrationsandvideos.AllstaffassignedtoworkStarPartiesshouldarriveapproximately30minutespriortothestartoftheStarPartytobeginsettinguptelescopes.YouwillbetrainedintheproceduresforsettingupandbreakingdownthetelescopesstartingwithyourfirstStarParty.Pre-StarPartyOnStarPartynights,oneProgramsstafferwillbeassignedtoworkattheInformationDeskbeforetheStarPartybegins.Thispersontypicallyassistswithhandingoutticketstoguestswithreservations,answeringthephone,andothertasks.ThosewhohavebeentrainedonusingthecashregistermaysellStarPartyticketsduringbusyperiods.Ifassignedthisduty,youshouldarriveatInfoonetotwohourspriortothestartoftheStarParty,asscheduled.ExpecttoremainatInfountiltheStarPartybegins,andanycrowdsattheInfodeskhavedieddown.

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OperatingTelescopesIfoperatingatelescopeattheStarParty,youwillbeassignedatelescopeandspecifictarget.Unlessinstructedotherwise,youwillstayonyourassignedtargetfortheentireprogram.Haveyourtelescopepointedandreadyforusebythetimetheprogramhostfinisheshis/herintroduction.VisitorswillhavetheoptiontogostraighttotelescopesorremainintheamphitheaterforaConstellationTour.So,youmaybeginseeingcustomersassoonasaboutfifteenminutesaftertheprogrambegins.Onceviewingbegins,yourjobistokeepthetelescopeon-target,helpvisitorsfindtheeyepiece,provideinformationaboutthetarget,andanswerquestions.Youwillbeexpectedtoprovideaccurateastronomicalinformation,andbehonestifyoudonotknowtheanswertoavisitor’squestion.Onbusynights,linesatthetelescopescangrowtoberatherlong.Inthesecases,youneedtoprovideabrief,friendlyinteractionatthetelescope.Shortenyoureyepiecedescriptionsasnecessarytokeepfolksmovingthroughtheline.Rememberthattheprogramhosthasalreadydescribedthetargetswe’reviewingduringtheprogramintroduction,andastaffmemberroutinelygoesthroughthelinesdescribingwhatthevisitorsarewaitingtosee.So,itisnotnecessarytogiveeachvisitoralengthydescriptionofthetarget.TargetSelection

Whenselectingtargets,itisimportanttorememberthatourvisitorsare,byandlarge,notexperiencedobservers.Whatmayseemfascinatingtothetrainedeyecanoftenbecompletelylostonavisitorlookingthroughatelescopeforthefirsttime.Theviewsweprovideshouldbemeaningfulandaccessible.Weshouldavoidshowingfeaturelessdots,barelyvisiblesmudges,orthelike.Atbest,visitorsmaynotgainmuchfromtheviewbeyondourexplanation.Atworst,theywillfindtheexercisefrustratingandawasteoftime.Asoutreachspecialists,itisourjobtobeabletoexplainwhyweavoidsuchtargetsinfavorofothers.

Ingeneral,targetsshouldbechosenwiththefollowingprioritiesinmind:1) Transients:Temporarilyvisibleobjectsofinterestsuchascomets,

supernovae,etc.2) TheMoon:ConsidertheMoon’sphaseandpositioninthesky.Forinstance,

iftheMoonisathincrescentthatwillsetshortlyaftertheprogrambegins,itnolongerranksasapriority.IftheMoonisnearlyfull,itstillranksasapriority,butviewingwithmorethanonetelescopemaynotbewarranted.

3) BrightPlanets:Someexceptionsdoexist:• Venus.AtnearlyfullorgibbousphaseVenuswouldtypicallynotbea

priority.• Mars.Itisbrightandcallsattentiontoitself,butfeaturesonits

surfacecanbemaddeninglydifficulttopickout,evenatopposition.

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Whileitisareasonabletargetnearopposition,itisbestignoredinfavorofotherobjectsatothertimes.

4) “Showcase”Objects:Impressivenebulae,galaxies,andclusters.5) Binary/DoubleStarSystems6) IndividualStars:Starswithinterestingcharacteristics,suchascarbonstars.

Variousfactorswillinfluencewhichobjectswillbeobservedonagivennight,sotargetselectionmustbeconsideredcarefullytomaximizethevisitorexperience.Factorsinfluencingtargetselectioninclude:

• MoonPhase:Thisistypicallythemostsignificantfactorinfluencingtargetselection(assumingclearskies).Theamountofscatteredmoonlightwilldramaticallyinfluencetargetselection.Forexample,althoughgalaxiesareahighpriority,wewilltypicallynotviewthemiftheMoonphaseissuchthattheviewwouldbepoor.Specificphasesatwhichmoonlightwillimpedeviewscandifferdependingonthetarget,atmosphericconditions,skyposition,etc.

• SkyConditions:Existingorexpectedconditionssuchashaze(humidity/dust),clouds,wind,andseeingconditions.

• TelescopeOperators/Telescopes:Numberoftelescopeoperatorsavailableandtelescopesdeployed.

• Attendance:Overallnumberofparticipantswithrespecttothenumberoftelescopesdeployed.

• TelescopeCharacteristics:Certaintelescopeshavephysicallimitsorimpracticalitiesthatshouldbeconsideredwhendecidingontargets.Someexamples:

o PhysicalLimits:Sometelescopessimplycannotviewcertainpartsofthesky,ormayrequiremaintenanceduringtheprogramthatwillslowdownthelines.

§ TheWMATcannotobservedirectlyoverheadordueeast/west.§ MostDobsoniantelescopeshavetrackingissuesatzenith.§ TelescopesmountedonGermanequatorialmountsneedtobe

“flipped”fortargetspassingthroughzenith.o EyepiecePosition:Eyepieceheightandpositionrelativetonearby

obstaclesshouldbeconsidered.Mostvisitorsareuncomfortablegoingupmorethanoneortwostepsonaladder,andsomemayhavedifficultyreachingeyepiecesthatareverylow.

§ TheeyepieceoftheChowtelescopeisatareasonableheightformostpeoplewhenpointingatatargetnearzenith.Eyepieceheightbecomesaproblemifpointingatobjectslowerthan30°altitude.

§ ViewinganobjectthatpassesthroughzenithononeofourpermanentlymountedCassegraintelescopescanplacetheeyepieceataheightthatistoolowformostadultstocomfortablyreach.

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§ Theeyepieceonthe22”Dobbecomesuncomfortablyhighwhenviewingnearzenith.

§ EyepiecepositionfortargetsnearcelestialnorthisawkwardfortelescopesonGermanequatorialmounts.

o FieldofView:Ingeneral,wewanttogivevisitorsaviewoftheentireobject.

§ Largeobjectsrequiringaverywidefieldofview(e.g.M31)shouldgenerallybeavoidedontelescopessuchasthe22”Cassor22”Dob.

Howfardowntheprioritylistonegoeswilldependonthefactorslistedabove.Forinstance,observingbinariesisperfectlyreasonableduringbrighterMoonphasesandattimeswhenasufficientnumberoftelescopesaredeployabletocoverall/mostofthenight’shigherpriorityobjects.However,observingabinaryonadark,clearnightwhenhighpriorityobjectsgounobservedisneitherawiseuseofresourcesnorinlinewiththeVisitorsCenter’sphilosophyoftargetselection.Weshouldalsostrivetoselecttargetsthatrepresentapanoplyofphenomena.Displayingtherichestvarietyofpotentialtargetspossibleisagoalofeachprogram.Allconditionsbeingequal,anoptimaltargetlistwouldhavetelescopespointedattheMoon,agoodplanetorplanets,agalaxy,aplanetarynebula,anH2regionassociatedwithstarformation,agoodopencluster,andagoodglobularcluster.Oncethoseobjectsarerepresented,supplementingwithanicebinaryoraninterestingindividualstarwouldbereasonable.Achievingthisoptimallistwilldependonthefactorsmentionedaboveandtheseason.Forthemostpart,duplicatingtargetsonvarioustelescopesshouldbeavoidedinordertomaximizethenumberofobjectsvisitorswillsee.Someexceptionswilloccur,suchasviewingtheMoonathighandlowpowerwhenthephaseisappropriateordoublinguponhighprioritytargets(e.g.Saturn,Jupiter)whenlargecrowdsandsufficienttelescopeavailabilitywarrant.Inthesecases,duplicationcanallowvisitorslongerviews,speedthingsalong,andgenerallymakeforabettervisitorexperience.Whenduplicatingviews,telescopeoperatorsshouldmatchapertureandmagnificationasmuchaspossible.

Ofcourse,therearealwaysexceptionstoanyoftheabovefactors/priorities.Manyconditionsandcircumstancescandrasticallyrestricttargetselection,telescopeavailability/deployment,etc.,makingotherwisenon-prioritytargetsreasonabletoview.Telescopeoperatorsshoulddiscussoptionswiththeircolleaguestocometoaconsensusaboutthebestarrayofpossibletargetstoofferonanygivennight.

Giventhatconditionsarehighlyvariableandmoderatelyunpredictable,final*targetselectionistypicallyhandledjustbeforetheprogrambegins.Withthetargetselectioncriteriamentionedaboveinmind,theprogramhostisresponsibleforfinalizingtheobservinglistafterdiscussionwithavailabletelescopeoperators.Whilethemoreexperiencedstaffwilllikelyhavesomeideaofwhatislikelytobe

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viewedatagivenStarParty,programhostsshouldbesuretoconsiderconcernsaboutpotentialtargetchallengesanduniqueobservingopportunities.StarPartiesworkbestwhentargetsarechosenwiththeabovecriteriainmindandappliedintelligently.*Notethat“final”isrelative;conditionscouldchangequickly,meaningadjustmentsintargetselectionmaybecomenecessary.

ResourcesAllstaffisencouragedtosupplementtheirknowledgeofastronomy,theObservatory’shistoryanditstelescopes.Arichunderstandingofthesetopicswillbetterequipyoutoprovideaninformativetourandanswerquestionsfromvisitors.AlistofFrequentlyAskedQuestions,TourStatsandCommonInconsistenciesisavailableonthestaffwebsiteat:http://hercules.as.utexas.edu/FAQ/index.html.Youcanalsoaccessadditionalbackgroundandtechnicalinformationaboutthetelescopesonlineat:http://mcdonaldobservatory.org/research/telescopesorhttp://www.as.utexas.edu/mcdonald/mcdonald.html.InformationabouttargetswecommonlyobserveatStarPartiesisavailableinseveralformats:

1. LaminatedinformationcardsarekeptineachoftheTelescopeParkdomes.Thesearestoredinthree-ringbindersandaredesignedtoberemovedandtakentothetelescopeforreference.Eachcardcontainsbasicdataaboutthetarget,notablefeatures/facts,aTelradfinderchart,targetcoordinatesandanimageofthetarget.Pleasebesuretoreturnthecardstotheappropriatebinderwhenyouarefinishedusingthem.

2. Summariesoftheinformationonthelaminatedcardsareavailablefordownloadfromthestaffwebsite.Theseareorganizedbyseasonandcontaininformationonly.Aseparatesummarydocumentisavailableforinformationaboutplanetswecommonlyobserve.

3. TelradfinderchartsforeachofthecommonStarPartytargetsareavailablefordownloadfromthestaffwebsite.

McDonaldObservatoryhasaYouTubepagethatfeaturesanumberofinterestingvideosabouttheObservatory,itshistory,andthesciencewedohere.Visithttps://www.youtube.com/user/mcdonaldobservatorytoviewsomeoftheseresources.Youareespeciallyencouragedtoviewthevideoentitled“McDonaldObservatory:BrainMotor.”Thisistheintroductoryvideoweplayforvisitorsbeforeeachofourdaytimeprograms,anditcontainsalotofusefulinformation.YoumayalsowishtoviewtheinformationalvideosthatplayattheGTAGandthe107”publicgallery.Pleasenotethatsomeoftheinformationinthegalleryvideosatthe107”telescopemaybesomewhatdated.

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Inadditiontoawidevarietyofastronomicalresourceslinkedfromourstaffwebsite,severalvideocoursesareavailableforstafffromTheTeachingCompany.Theseincludeprogrammingongeneralastronomy,darkmatteranddarkenergy,cosmology,andstellarevolution.TheDVD’sarestoredintheVCoffice,andsomecanbestreamedtomobiledevices.

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TheStarDateCafé

ThischaptercontainsinformationspecifictheStarDateCafé.ThefollowingpoliciesandproceduresarecreatedtoensuretheefficiencyoftheCaféandaresupportedbytheVisitorsCentermanagement.Ifyouhavequestions,pleasecontacttheStarDateCaféManager(x644).CaféCounterAccessSpacebehindthecounterattheStarDateCaféislimited,sopleaserespectthatspaceastheworkingspaceofCaféemployees.Pleaseaskthestaffworkingbehindthecounterforpermissionbeforeenteringthisarea.Additionally,thestatehealthcodeimposessomerestrictionsonwhatuntrainedstaffmayaccessintheareabehindthecounter.IceManystaffmembersroutinelygeticefromthebinintheCafé.Innearlyallcases,itisbesttosimplyaskforacupofice.Caféstaffwillgenerallybeabletohandleyourrequest,andtheyaretrainedtodosoinamannerthatcomplieswiththehealthcode.IfCaféstaffaskyoutogetyourownice,youmustdothefollowing:

• Washyourhands.• Useonlythescoopinthebintoremoveice.Usinganythingotherthantheice

binscoopisapotentialhealthcodeviolationasitcanleadtocross-contamination.

• Scooptheiceintoanunusedorfreshlywashedandsanitizedcup.Donotscoopfromthebinintoaused/uncleancup.Thisisalsoahealthcodeviolationandcanleadtocross-contamination.

CoffeeOnlyproperlytrainedCaféstaffshouldpreparecoffeebehindthecounterattheCafé.CoffeeisavailableattheCaféforstaffmembersduringregularCafébusinesshours.StaffmemberswantingcoffeeoutsideofCafébusinesshoursmaypreparetheirowncoffeeusingthecoffeemakerslocatedinthe“OldVC”kitchenareaortheGiftShopOffice.FoodHandlingTrainingAllCaféemployeesmusttaketheextensive“DHFSFoodSafety”onlinecourseaspartoftheircompliancetraining.OtherstaffmemberswhomaygobehindthecounterattheCaféoccasionallytogeticeorperformotherminortasksmusttakethe“ConcessionsFoodSafety”onlinecourse,whichcoverstheverybasicsofworkingsafelyaroundfood.

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DressCodeInadditiontotheguidelinesforallMOVCemployees,theCaféemployeedresscodeistocomplywiththesafetyandhealthregulationssetforthbytheHealthDepartmentandOSHA.Specificrequirementsoftheseregulationsinclude:

• Shoesmusthavenon-sliptread,suchasanysportshoe.• Attireshouldbe“businesscasual,”andclothingshouldbewornsoasnotto

bareanypartsofthebodydeemedinappropriate.• SandalsarenottobewornatanytimewhileworkingintheCafé.

HygieneCaféemployeehygieneistocomplywiththestandardsandregulationssetforthbytheHealthDepartment.Theserequirementsinclude:

• Ifanemployee’shairispastthecollar,thentheemployee’shairshouldbepinnedup,tiedback,orplacedunderaballcaporhairnet.

• Fingernailsaretobetrimmedandkeptclean.• Anyfacialhairshouldbekepttrimmedandpresentable.• Bodyodorshouldbeabsent,andemployeesshouldnotwearexcessive

amountsofperfumeorcologne.DiscountsTheCaféoffersavarietyofdiscountstovariousgroups.

• Seniorcitizens,familyofstaff,andactivedutymilitarypersonnelreceivea10%discountonallpurchases.

• McDonaldObservatoryemployeesreceivea25%discountandfreecoffeeorhotteaduringtheirscheduledworkhours.

• Asa“thankyou,”volunteerpurchasesinthecaféarecompedonthedateofthevolunteer’sshift.Volunteersmustidentifythemselvesassuchwhenplacingtheirorders.(Thisdiscountdoesnotapplytositevolunteers,sincetheyarehereforextendedperiods.)

CashRegisterTransactionsWhenoperatingthecashregistersattheCafé,notethefollowingrequirements:

• Allcreditcardslipsshouldhaveaclerk’sinitialsatthetop.• Whenacceptingacheck,putyourinitialsontheleftedgeandbesurethe

checkfollowsthecheckacceptancepolicypostedateachregister.• Allbillshigherthan$20mustbecheckedforcounterfeitusingthe“Fraud

Fighter”unit.CaféDiningandPatioAreasCafépatronshaveachoicetositeitherinsideoroutsideinourpatioarea.Boththediningareaandthepatioaretobekeptcleanandorganizedatalltimes.Afterpatronshaveleftatable,Caféemployeesaretowipedownthetablewithasanitationragandarrangethechairsintheiroriginalpositions.Theflooraroundthetableistobespotsweptifnecessary.

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StockingItemsAllproductsaretobestockedinaccordancewithRestaurantIndustryStandardsFirstinFirstOut(FIFO).Whennewitemsarrive,thenewitemsaretobeplacedunderorbehindexistingitems.

ExampleCoca-Colahasjustdeliveredproductsthatwereordered.Ourexistingstockisalreadyonpalletsinstorage.Theemployeesaretoremovetheexistingstockoffthepalletandplaceittotheside.Thenewstockistobeplacedonthepalletwheretheexistingstock

oncewas.Theexistingstockisthenplacedontopofthenewstock.

ThismethodistoberepeatedforallCaféproducts.TrashDuringourbusierseasons,theCafécanhaveasmanyas400(ormore!)patrons.Thetrashreceptacleswillgetfullfromtimetotime.Alltrashreceptaclesmustbemonitoredandtrashtakenoutwhenfullduringhoursofoperation.Besuretoreplacethelinerswithcleantrashbags.WashingDishesCaféemployeesaretowashdishesinaccordancewiththestandardsandguidelinessetforthbytheHealthDepartment.Thesestandardsstipulatethefollowing:

• Therightsinkistobeusedtorinsedishes.• Themiddlesinkistobefilledwithsoapwaterandisusedtowashdishes.• Theleftsinkistobefilledwithsanitationwaterandisusedtosanitizethe

washeddishes.Sanitationwatermustbe50to100parts-per-millionbleachandtested.Tosetupsanitationwater:1) Filltheleftsinkhalfway.2) Putonecapfulofbleachinthewater.3) Useteststripstomatchthecolorcodefor50-100ppm.

StorageRoomThestorageroom,locatedintheprojectorroom,iswherewestowinventoryfortheCafésuchasdrinks,andcannedanddryfoods.Theshelvesandfloorsinthestorageroomaretobekeptcleanandorganizedatalltimes.StarDateCaféStandardOperatingProcedures&PoliciesCompleteproceduresforimportantCafétasksareprovidedinthe“StarDateCaféStandardOperatingProceduresandPolicies”(SOP&P)document,locatedontheshelfabovetheCafécomputer.BelowarebriefdescriptionsofkeyproceduresthatarelistedintheSOP&Pdocument.OpeningtheCaféPriortoopeningforbusiness,staffmustcompleteanumberofimportanttaskstopreparetheCaféforpatrons.Thesetasksincludepreparingthecashregister,turningoncookingappliancesandlights,settingupfood/condimentdisplays,and

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ensuringtheCaféiscleanandorganized.Caféstaffshouldbecertaintochecktheday’sscheduleforprogramsthatmayrequireCaféservicesandspecialrequests.FullopeningproceduresaredetailedintheSOP&Pdocument.RefundsFromtimetotime,patronswillrequirearefundforvariousreasons.Thereareafewspecificstepsthatmustbetakeninordertocorrectlyprocesstherefund.InstructionsforprocessingrefundscanbefoundintheSOP&Pdocument.ClosingtheCaféAtthecloseofbusiness(orbetweenshiftsondayswhentheCaféisopentwiceduringthesameday),staffmustcompleteanumberofimportanttasks.Thesetasksincludeclosingtheregister,balancingthecashdrawer,turningoffcookingappliancesandlights,securingexteriordoors,cleaningup,andstowingfoodproducts.FullclosingproceduresfortheCaféandaworksheettohelpwithcountingthecashdrawerareprovidedintheSOP&Pdocument.

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InformationDeskTheInformationDeskisthefirstpointofcontactformostofourvisitors.Inadditiontogeneralcustomerservice,staffmembersworkingattheInformationDeskperformawidevarietyofimportanttasksthathelpkeeptheVisitorsCenterrunningsmoothly.ThischaptercontainsinformationspecifictooperationsattheInformationDesk.Ifyouhavequestionspertainingtoinformationinthischapter,pleasecontacttheRetailManager(x160).InformationDeskAccessSpacebehindtheInformationDeskislimited,sopleaserespectthisareaastheworkingspaceoftheInformationDeskstaff.UnlessperformingtasksdirectlyrelatedtotheworkoftheInformationDesk(e.g.ticketdistribution,reservationwork,etc.),pleaseavoidcongregatinginthisarea.PleasealsoaskInformationDeskstaffforpermissionbeforeaccessingthecomputer.OpeningtheVisitorsCenterInformationDeskstaffaretypicallyamongthefirsttoarriveattheVisitorsCenterinthemorning,sotheInformationDeskattendantisusuallytaskedwithopeningthebuildingandpreparingforvisitors.TheInformationDeskattendantshouldarriveattheVisitorsCenterby9:30a.m.inordertohavesufficienttimetoopenthebuilding.TheVisitorsCenteropenstothepublicat10a.m.eachday.Whenarrivingfirstthinginthemorning,enterthroughthestaffentranceatthesideofthebuilding.Then,turnonthelightsthroughoutthebuilding.CompleteinstructionsforopeningtheVisitorsCenterarelocatedinthebinderstoredintheright-handcabinetoftheInformationDesk.Consulttheseinstructionsasnecessarywhenopeningthebuilding.BelowisasummaryofthetasksinvolvedinopeningtheVisitorsCenter.OpeningtheExhibitHallInstructionsforopeningtheExhibitHallarelocatedinthebinderattheInformationDesk,aswellasontheclipboardatInfo,andintheExhibitRepairroom.NotethefollowingwhenopeningtheExhibitHall:

• ThemainpowerswitchfortheExhibitHallislocatedbehindthedoorintheExhibitRepairroom.Thisswitchmustbethrownbeforeattemptingtopowerupanyoftheexhibits.

• RemotecontrolsforthedisplaysintheExhibitHallarekeptattheInformationDesk.

• Checktheexhibitsafewminutesafterstartingthemuptobesuretheyareworkingproperly.ReportanyproblemswithexhibitstoKevinMace.

• InstructionsforpoweringuptheHeliostatarepostedontheHeliostatcomputerintheExhibitRepairroom.

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OpeningUptheTheaterAtthestartofeachday,theInformationDeskattendantpowersuptheA/Vrackintheprojectionroom,turnsonthelightsinthetheater,andpreparesthetheatercomputertodisplaytheIntroductoryVideo.Thevideoneedstobereadytoplayby10:30a.m.InstructionsforpoweringupthetheaterequipmentarelocatedinthebinderattheInformationDesk.PoweringUptheVideoKioskThevideokioskplaysarepeatingKeynotepresentationthatprovidesinformationonVisitorsCenterprogramsandamenities.InstructionsforpoweringupthevideokioskarelocatedinthebinderattheInformationDeskandinsidethekioskdoor.ThekeytoopenthekioskdoorislocatedattheInformationDesk.CaféandRestroomsCaféstaffwillhandlemostofthetasksinvolvedinopeningtheCaféforregularbusiness.BecausetheCafétypicallyopenssometimeaftertheVisitorsCenter,thereareacoupleofminortaskstheInformationDeskattendantshouldperform:

• OpentheCaféwindowshades.• Turnonthelightsintherestrooms.

OpeningtheInformationDeskTheattendantmustpreparetheInformationDeskforbusinesspriortoopeningthefrontdoorsforvisitors.FullopeningproceduresarelocatedinthebinderattheInformationDesk.BasictasksrequiredtoopentheInformationDeskinclude:

• Retrievethecashdrawerandpreparethecashregisterforbusiness.• Printandposttheday’sweatherforecast.• Printtheday’sreservationlists.• Prepareticketsandshuttlepassesfortheday’sprograms.• CheckwithProgramsstaffaboutscheduledprogramsandspecialevents.

ClosingtheVisitorsCenterAtthecloseofbusiness,InformationDeskstaffmustcloseandsecuretheVisitorsCenter.FullinstructionsforclosingtheVisitorsCenterarelocatedinthebinderattheInformationDesk.Closingtasksincludethefollowing:

• ShutdowntheHeliostat.Thisshouldgenerallybedoneby5p.m.eachday.InstructionsarepostedontheHeliostatcomputerinExhibitRepair.

• WhentheCaféisnotstaffed,closetheshades,turnoffalllights,andstowsnacks,creamers,andsugars.

• ShutdowntheTheater,VideoKiosk,andExhibitHall.• Checkforanddisposeoftrashonthefloor.• Lockandcheckallexteriordoors.• Turnoffallinteriorlights.• ShutdowncashregistersandInformationDeskcomputers.

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• Balancethecashdrawer.• Exitviatheemployeeentranceonthesideofthebuilding,andsignoutonthe

clipboardnexttothedoorifyouarethelasttoleave.Cleaning&OrganizationBecausetheInformationDeskisthefirstthingmanyvisitorsseewhentheyarrive,itmustbekeptinanorganizedandpresentablestate.Ingeneral,itisimportanttostoreeverythinginitscorrectlocation,andleavethedeskascleanandorderlyaspossible.Attheendofeachday,trytomakesureeverythingisreadyforthefollowingday’sprograms.TheInformationDeskattendantshouldalsomonitorthestateoftherestrooms,sweepingasnecessaryandkeepingtoiletpaperstocked.TheInformationDeskattendanttypicallycleanstheInformationDeskonMondays,takingcaretoaddressthefollowing:

• Cleanallsurfaces,monitorsandkeyboards.• RemovespiderwebsfromtheHeliostatlightbaffle.• SweeptheareabehindandaroundtheInformationDesk.• Makesurethereareenoughhandouts,tickets,andbrochuresforthecoming

week.

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TheGiftShop

TheGiftShopattheVisitorsCenterisapopularattractionforvisitorsandlocalsalike.ThischaptercontainsinformationspecifictooperationsintheGiftShop.Ifyouhavequestionspertainingtoinformationinthischapter,pleasecontacttheRetailManager(x160).OpeningtheGiftShopFullopeningproceduresfortheGiftShoparelocatedinthebinderbehindtheGiftShopCounter.ConsulttheseinstructionsasnecessarywhenopeningtheGiftShopforbusiness.BasictasksinvolvedinopeningtheGiftShopeachmorninginclude:

• Turnonlightsandopenblinds.• Retrievethecashdrawerfromthesafeandpreparethecashregisterfor

business.• Turnonthebillchecker.

ClosingtheGiftShopAttheendofeachbusinessday,thefollowingtasksmustbecompletedtocloseandsecuretheGiftShop.FullclosingproceduresarelocatedinthebinderbehindtheGiftShopcounter.

• Closeoutthecashregisterandcountthecashdrawer.• Posttillandsettlecreditcards.Thismustbedonebymidnightdaily.• RuntheendofdayreportsandplacetheminCarol’sbasket.• Vacuum.• Turnoffthebillchecker,computermonitors,etc.• Closetheblindsandturnoffthelights.

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