Library Standards 2017/18

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.

Standard               Update
Printing, photocopying and scanning services will be available during Library opening hours. Smiling face g                  Our printing and photocopying services were available 99.8% of Library opening hours.
We will endeavour to have Library systems available 99% of the time, excluding scheduled down time. Smiling face g We exceeded our target, with Library systems available 99.8% of the time.
At least 95% of laptops will be in service at all times. Smiling face g Not only have we met our target but we've now got a new laptop system - it’s available in more places and you can loan the laptops for longer.
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 self service kiosks continued to be available, without interruption 100% of the library's opening hours.
We will respond to customer feedback cards relating to Library-managed services within ten working days. sad face g It has taken much longer than we would wish to answer customer comment cards this quarter. We value the feedback that you give on our services so we have reviewed our processes to ensure that we answer your comments much more quickly.
We actively seek comments from our customers on the quality of our service. Smiling face We've continued to provide lots of ways of providing feedback to us, including graffiti boards and feedback cards.
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. Neutral face g                  We met our advertised opening hours 99% of the time. We planned and advertised a closure to fit new carpet on the stairs but this took longer than anticipated. In future contingency will be built into any planned closures.
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 Every day without fail one of our team carried out a series of checks on the Library Environment to ensure your comfort and convenience.
Standard   Update
At least 90% of returned books will be back on our shelves within 24 hours. Smiling face                  This quarter, everytime someone returned a book, we made sure it was back on its shelf ready for the next customer within 24 Hours.
We will order at least 90% of new book and article requests within two working days. sad face g With an average of 4 working days for new requests to be placed we didn't meet our target. We are reviewing our workflows to get us back on track.
90% of new books will be available to students within 3 working days of receipt from supplier. Smiling face We beat our target - 94% of new books were available to you within 3 days.
Reservation items will be available for collection within 24 hours of being returned to The Library. Smiling face g For those of you that used our reservation service we always made sure that the reserved book was available within 24 hours of its return to the Library.
Standard   Update
Information Support Assistants will achieve at least 90% customer satisfaction when dealing with customer enquiries. Smiling face g                  We beat our customer satisfaction target but we're still striving to improve in this area.
Information Support Assistants will resolve at least 90% of enquiries received. Smiling face g We beat our target and 94% of enquiries were resolved by our staff when you first contacted us. Of the rest we referred 3% to library colleagues and a final 3% to colleagues elsewhere in the University.
Students who undertake the Library's information literacy program indicate a high/very high degree of satisfaction - target 90%. Smiling face 94.1% of Students attending agreed they were very satisfied with the Library's information Literacy programme.
We won’t keep you waiting too long: under 1 minute via chat, under 5 minutes at the enquiry desks and within 24 working hours via email. Smiling face We met our target wait time at our enquiry desks and for replies to your emails, but sorry to those who had to wait longer than a minute for a response on our online chat service.We have improved our resource planning to get back on target.
You should not have to wait any longer than one minute for a web chat. Neutral face g The average chat wait was 29 seconds. Whilst we are still just short of the target this quarter, we've been dedicating more staff to our roving service to provide additional support to students in our newly refurbished Library spaces.
Text-a-rover service will be available between 9.00am and midnight (term-time and Easter vacation); 9.00am and 5.00pm (summer vacation). Smiling face You were able to contact one of our roving staff via text throughout the advertised hours.