Library Service Standards 2014/15

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The following groups have been identified as a basis for delivering focused customer service: Undergraduate and Taught Postgraduate Students; Academic Staff and Research Students; Professional Service Staff; International Students; Off campus Users and Externals.

Environment

Standard

We aim to provide a friendly, comfortable, quiet and safe environment in which to study.
All study areas, including furnishing and PC’s will be checked each day and faults reported to relevant university personnel.

Monitoring

Evidence provided by surveys including targeted question on this year’s satisfaction survey (TH)
Log of checks completed in the morning (Library desk - LC/DM)

Performance up to end Jan 15

77% satisfaction with new Silent Zone
72.1% satisfaction with Library Environment (up 5.6% from 13/14)
Part of “opening” procedures and Roving duties – checks logged daily

Support

Standard

All enquiries received between 8.45am - 9pm Monday – Thursday / 8.45am - 5pm- Friday should receive a reply within 4 hours. Queries should receive a reply within 2 working days.
Saturday mornings please allow up to 1 working day.
Updated information on how the Library is performing against its objectives & standards will be published on the Library website every two months.
We will offer bespoke inductions to Library Services, either in person or online, to all identified user groups. Rovers are on hand during staffed hours to assist students’ queries inside the Library; Rovers also monitor the book/reservation bins, queuing problems at desks, check on group study and silent rooms.
The Library will offer staffed services 60.75 hours per week during term time and 40 hours per week during vacation time.
A security presence is available outside core staffed hours.
We aim to provide access to external users within 1 hour. All new University Staff will be given an ID card upon appointment.

Monitoring

Email enquiries log on L Drive for both Library Desk and Subject Help Desk (IT Desk?)
These will be put on the Library website when defined (DG)
Induction statistics/feedback forms (DG)
Evidence provided by ‘Task Tally’ of Rovers’ duties/staffing hours (DM/LC)
Hyperlink of staffed/non-staffed hours (TH)
This happens but how do we measure this? (LC/DM)

Performance up to end Jan 2015

98% of Library Desk queries answered within 2 days.
Standards have been reviewed and performance against these will be published every two months.
No exceptions have been reported.

Information/Stock

Standard

All items to be shelved within 1 working day of their return
Inter Library Loan requests will be dealt within 2 working days of receipt. We aim to satisfy 96% of request within 7 working days.
We aim to order 90% of in print items (100% if on received reading lists) within one week of the order being submitted.
We aim to make 90% of ordered material available within 18 working days.
For e-books, we aim for ordered material being available within 7 working days.
The Library is a member of a variety of reciprocal access schemes. We will commit to any beneficial opportunity to widen access to other Library facilities for all users.
BISSTO is the Library’s Bolton Interactive Study Skills Tutorial Online. BISSTO content is reviewed on a monthly basis.
All Library published material is checked for accuracy and relevance bi-monthly.
We aim to ensure that the Library website is available 24 hours a day all year round.

Monitoring

Shelving monitoring exercise (CS)
ILL Statistics (CS)
Book order statistics (CS)
Ebook order statistics (CS)
Link of access schemes on webpages, minutes of relevant meetings (TH/CS/JD)
BISSTO report/List of newly added content (DG/MB/GP)
Publications List (GP)
Networking data (GP/CS/MW)

Performance up to end Jan 2015

98% of Library Desk queries answered within 2 days.
Standards have been reviewed and performance against these will be published every two months.
No exceptions have been reported.

Staff

Standard

All staff ensure their skills and knowledge are kept up-to-date by undertaking and recording 25 hours of continuous professional development.
All staff have an annual PDP

Monitoring

Staff training log (SB)
List of staff undertaking PDP’s and dates (SB)

Performance up to end Jan 2015

Staff logs collected.
PDP process has been reviewed by the university we can now proceed with the new process.