Library Standards 2016/17

Services: We provide you with a range of services designed to make your life easier, including reading lists and library search designed to help you find the resources you need. Access our self service facilities to check out resources and laptops and check your library account online.

Space: We provide libraries, learning spaces and PC suites around the University to enable you to study in the environment you want when you want.

Stock: We provide you with access to physical and electronic books, journals and learning materials to support your course of study or research.

Support: Our teams work with you to help you achieve your potential and get the most out of the stock, service and spaces we provide. From referencing your essay to tracking down obscure articles, on and off campus we’re here to help you.

August to October

Standard   Update
Printing, photocopying and scanning services will be available during Library opening hours. Neutral face g A new print supplier meant that the service was disrupted for periods during the changeover between suppliers.
We will endeavour to have Library systems available 99% of the time, excluding scheduled down time. Smiling face g Once again, we exceeded our target of 99% availability of library systems. There were some intermittent issues with the Library Management System and SOLAR, but this was a widespread issue and only accounted for a small percentage of downtime.
The percentage of laptops unavailable because they are being repaired will be 5% or less. sad face g There has been a delay in the introduction of new laptops. As the existing fleet at Clifford Whitworth is towards the end of its life, this has led to a number of units being taken out of service rather than repaired.
Self service facilities (for the issue and return of library books) will be available for 99% of staffed hours in which library is staffed by library staff. Smiling face g The availability of the self service kiosks exceeded the 99% target to remain available 100% of the time, including unstaffed hours.
We will respond to customer feedback cards within ten working days. sad face g Unfortunately, the change to publishing our responses online caused our response times to dip. We are now back on track.
We actively seek comments from our customers on the quality of our service. Smiling face We're now publishing your Comments Card feedback and our response on our webpages, as well as displaying the cards on our Tell Us noticeboards. You can see how we’ve acted on your comments without having to visit the Library.
Standard   Update
We meet advertised opening service hours unless there is planned maintenance or training. Planned closure will be advertised at least 7 days before. Smiling face Library Spaces were open as advertised this quarter.
We will carry out daily checks of all the library spaces to ensure that they provide a pleasant, comfortable and safe learning environment to work and study in. Smiling face g Information Support Assistants carried out daily checks of the spaces and rectified problems immediately or reported them to ITS or Estates. ISAs continued to monitor spaces through the the day to ensure that standards were maintained.
Standard   Update
90% of returned books will be back on our shelves within 24 hours. Smiling face 98% of books were back on the shelves within 24 hours.
95% of "You want it, we’ll get it", Library Champion and Reading List requests will be ordered within two working days. sad face g Due to the popularity of this service, we were unable to keep up with demand at the start of term. We are reviewing our workflows to ensure we meet this increase in demand.
90% of new books will be available to students within three working days of receipt from supplier. Smiling face All new books were made available to students within three working days.
Reservation items will be available for collection within 24 hours of being returned to The Library. Smiling face g All reserved items were available for collection within 24 hours of return.
We will order 95% of document delivery requests within one working day of submission. Smiling face g 96% of document delivery requests were ordered within 1 working day, exceeding the target.
Standard   Update
Information Support Assistants will achieve 90% customer satisfaction when dealing with customer enquiries. Neutral face g We were unable to carry out the bi-monthly survey in September as we were focusing our efforts on helping students who were new to the University to use our services. We received no complaints during this period.
Information Support Assistants will resolve 90% of enquiries received, referring the other 10% to the appropriate colleagues. Smiling face g Information Support Assistants resolved 91% of the enquiries received this quarter. The remaining were referred to colleagues within and outside of the library as appropriate.
Students who undertake the Library's information literacy program indicate a high/very high degree of satisfaction - target 90%. Smiling face You told us that you were very satisfied with our information literacy support, as our sessions achieved a 93% satisfaction rate.
You should not have to queue for any longer than five minutes at the main Enquiry Desk. Smiling face Queues were monitored over the busy start of the semester and our Information Support Assistants successfully queue-busted to make sure that waiting times did not build up.
You should not have to wait any longer than one minute for a web chat. sad face g We failed to meet this target over the busy start to the new academic year. Staff resources have been directed elsewhere, to roving and the book retrieval desk, which has had an impact on this service.
Text-a-rover service will be available between 9.00am and midnight (term-time and Easter vacation); 9.00am and 5.00pm (summer vacation). sad face g Due to issues recruiting overnight staff (recruited at end of the quarter) we have had no coverage of the service beyond 7pm since the start of the semester.