Service Standards

The Learning Resource Centre is open 24 hours a day 7 days a week

Any variations to these opening hours will be made known on the LRC website and via email.

“Term Time” is defined as the 30 weeks of Semesters 1 and 2 as listed in the University Calendar.

Service Hours

Some services are not available outwith staffed hours.

Any items that require to be issued by staff will not be able to be borrowed during unstaffed hours – e.g. DVDs, items on hold or inter-library loans. All queries should be directed to LRChelp@qmu.ac.uk , where they will be answered as soon as possible during the next working day.

Core Hours

Core hours are in term-time, when a professional librarian is guaranteed to be on duty; these are as follows:

Service Contacts

We will provide:

• a lending service for books and audio-visual materials during opening hours with a variety of loan categories designed to meet user needs (e.g. 4 hr, 7-day, 21-day).
  
  
• short loan service (Academic Reserves) for items in heavy demand.
  
  
• a telephone renewal service for 7-day and 21-day loan books during service hours, provided books to be renewed are not required by another reader. Customers may also renew their own books via the library catalogue.
  
  
• information to customers about their borrowing entitlement.
  
  
• access to the customer's own borrower record on the catalogue.
  

We will ensure:

• that we process requests for Academic Reserve (short loan) within one week of the request being made where the item is available in the library, and that we place holds on items which are out on loan.
  
  
• that all books are reshelved within 6 working hours of their return.



• that customers are able to have 21-day and 7-day loan books issued and returned in the LRC.



• that customers will not normally (i.e. 80% of the time) have to queue for more than 6 minutes at the Service Desk to have books issued and returned.
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We will provide:

• at least one working Multi-Function Device (MFD) for copying, printing, and scanning at all times during service hours, subject to circumstances within the Library’s control.



• acetates for purchase for use with the photocopiers during service hours.



• for sale during service hours, portable storage devices suitable for use with the PCs in the library and elsewhere in the University.



• assistance to customers with the operation of all the equipment held in the LRC during service hours.



• microfiche and microfilm reader/printer facilities during service hours.

We will ensure:

• that at any one time at least 90% of LRC computers are operational during core hours in term-time, subject to circumstances within library control.



• that the library automation system is operational 99% of the time during core hours in term-time subject to circumstances within the Library’s control.

Information Services

We will provide:

• access to material held on a reference only basis, such as periodicals, during opening hours.



• details of new books received by the library on a monthly basis.



• user access to the library’s automated catalogue of holdings and to resources available via the Internet, and subject to circumstances within library control, we will ensure accessibility at all times from both within the library and externally.



• an induction service for academic faculties/departments by arrangement and provide tutorials, one-to-one and in groups, on the use of various resources such asCD-ROMs and electronic databases, also by arrangement.



• a named contact for each faculty/department as a liaison person and provide support for course/academic requirements to ensure that material relevant to students' needs is acquired by the library. These librarians are available to attend SSCC as required.



• tailored services where possible to meet the requirements of users with special needs.

We will ensure:

• that a professional librarian is always on duty during core hours in term-time to give specialised help and to be responsible for service delivery.



• that enquiries made in person, by telephone, in writing, via the library catalogue or by electronic mail have a response within 2 working days, and that an enquiry service is provided during core hours.



• that we produce and disseminate information periodically about the Library's service (in print and electronic format).



• that published information is reviewed regularly, and at least once a year.

Document delivery services

We will provide

• a holds service to ensure that library material which is on loan can be made available to the maximum number of customers.



• an interlibrary loans service for the provision of items not held in our own stock. All ILL requests for students must be channelled through their department.

We will ensure:

• that ILL requests handed in with full details and a voucher are normally processed within one week.



• that ILL items received from the lending library are normally processed within two working days; customers will be notified of receipt of loans and photocopies of requested articles will be mailed out.



• that items recommended for purchase are normally on the shelves within 12 weeks of receipt of the order by the library, provided they are in print and readily available for purchase. Items required urgently by users will be treated with priority on arrival in the Library.



• of the items recommended for purchase, 60% will be on the recommendation of academic departments. In the absence of recommendation, Liaison Librarians will use reading lists and other sources to identify stock for purchase.



• that 95% of periodical issues will normally be available within two working days of receipt.

Customer relations

The library will expect users to conform to the requirements laid out in the Library Regulations and the Acceptable Use Policy for Library Computing Facilities and Electronic Information Sources. In particular customers should conform to the general behaviour requirements set out in sections 16 - 18 of the Library Regulations.

All library staff receive customer care training, and will treat customers with courtesy and consideration at all times. Mechanisms will be available for feedback, via the library catalogue, printed forms, Student Staff Consultative Committees, or person to person via library staff. The library will normally provide a response within 2 working days.

Partnership working

An effective partnership with our staff and students in the University, and also with our external providers, is essential if we are to succeed in meeting these standards of service. Your support and the provision of the appropriate information is vital to that success. Please give us plenty of warning if there are particular requirements for library services, such as extended opening hours to support courses.

Contact for redress

Jo Rowley
Head of Library Services

Telephone 0131 474 0000
Email: jrowley@qmu.ac.uk

Revised May 2010