The following information outlines the level of service Library Services agrees to provide to registered students and staff employed by the University, organised into a number of key areas of service provision.
Availability of Services
Library Services will:
- Provide a full service during core hours (8.15am - 7.00pm Monday to Friday; 11.00am - 5.00pm on Saturday, 9.00am - 5.00pm Monday to Friday during vacations.
- Provide out of hours access to IT and study facilities.
- Provide advance notice of variations to core hours.
- Ensure services are available until 15 minutes before the advertised closing time.
- Provide access to information regarding services and resources and to the library catalogue and library accounts via this website and Primo.
Enquiry Service
Library Services will:
- Provide a first line enquiry service in person during all staffed opening hours.
- Provide a telephone and email enquiry service during the core opening hours. Telephone enquiries should normally be resolved within 24 hours; email enquiries within two working days.
- Provide access to advice and support from information professionals.
- Provide bookable 1-1 appointments with the Liaison Librarian team, up to a maximum of two appointments per student per assignment.
- Reply to straightforward enquiries as soon as possible and normally by the end of the working day.
- Ensure that complex enquiries involving significant amounts of time are referred to a relevant member of staff (Liaison Librarians, technical support staff or other departments within the University).
Lending Service
Library Services will:
- Maintain an accurate record of borrower circulation transactions.
- Ensure the maximum availability of resources by providing a fast turnaround of reserved items.
- Provide an online renewals and reservations service via Primo
- Ensure returned items are shelved on a daily basis.
- Ensure the Library stock is shelved correctly and tidied on a regular basis.
- Offer a Document Supply service for items not held by the Library.
Customer Feedback
Library Services will:
- Provide a system for comments to be dealt with and responded to, by means of a comments form or by email.
- Publicise to customers how comments and suggestions can be made.
- Respond to comments within three working days.
- Log all comments received detailing the content of the comment with the date received, date of reply and the response.
- Consider suggestions and act on them where possible, using them to shape and improve service developments.
- Regularly gather formal feedback from students and staff by employing methods such as surveys, focus groups and polls.
Access to Study Space
Library Services will:
- Provide access to individual, group and IT equipped space within the Libraries.
- Maintain the learning environment by providing clear information to users of expected behaviour and by conducting regular patrols of the buildings.
- Provide, as far as possible, advance notice of any restriction or reduction of study space.
Assistance for Users with Additional Support Requirements
Library Services will:
- Provide assistance for users with additional support requirements, specifically:
- Provide assistance with accessing stock for students who are unable to retrieve material from the shelves or for whom areas of the Libraries are inaccessible for safety purposes.
- Offer advice and information on access to the Libraries and use of their services.
Collection Development
Library Services will:
- Provide existing undergraduate and postgraduate programmes with a range of resources in printed and electronic form catering for a wide range of full or part-time students at different levels of intended award.
- Match increasingly diverse and innovative pedagogical practice and cater for different learning styles.
- Meet the requirements of new and revised taught programmes, including foundation degrees and distance programmes.
- Provide general resources for cross-curricular use.
- Provide adequate stock levels as appropriate to the number of students and resources available.