If a person

• approaches the desk in-person, and it appears to be one of the first times they are picking up a hold. Kindly explain the holds shelf and ask if they would like assistance locating the book (especially helpful for first time users) OR walk them through the directions below in the first link.
• is on the phone, explain the process using the first link and then follow up with "can I do anything else to assist you? They may need additional help with parking, etc. especially during the semester, or during construction on campus. 
• is on chat or email, send them the link to the FAQ below.
• remove the slip from the book and place it in the recycle bin under the desk, or the user can (and often) uses the recycle bin at the self-check kiosk.