Client Service Charter
The University of Wollongong Library is committed to providing high quality services. This aim is reflected in our Key Performance Indicator: Client and Stakeholder Satisfaction.
Our Library Service Standards
You can expect:
| Help | Resources |
|---|---|
A response to Ask a Librarian requests within 1 working day A response to general feedback and suggestions for purchase within 2 working days Roving support available 9am-5pm, Monday-Friday during session Information and Research Help available during opening hours | All returned items are accessible within 10 minutes All urgent requests processed within 1 working day All requests for course work materials, e.g. ereadings and Short Loans will be actioned within 1 working day Newly received print resources available for loan within 5 working days New databases and current trials advertised on the database page |
Our commitment to service excellence
To achieve the best possible outcomes, we recognise that we need to work in partnership with Library users. With your help, this is what we promise to do.
| We will provide | You can help by | |
|---|---|---|
| All clients | Courteous, prompt and relevant services. | Showing respect and courtesy for staff and other clients. |
| Appropriate access to print and electronic Library resources. | Returning resources on time and in good condition. Suggesting items we should purchase for the collection. | |
| 24/7 access to electronic resources and online user guides | Giving us feedback on resources and the Library website. | |
| Online tutorials and demonstrations that will develop your information and research skills. | Taking advantage of available learning opportunities to enhance your skills. | |
| Clean attractive space for individual study and group study. | Observing the noise zones. Silencing mobile phones. Respecting furniture and facilities. Eating outside the Library. Using bins provided for rubbish and recycling. | |
| Desktop computers and reliable printing and photocopying services. Wireless and power facilities for Library or personal laptops. | Using computers for study and research purposes only. Abiding by Copyright law. | |
| Academic staff | Expertise in selecting and processing resources, ensuring they are available as required. | Supplying reading lists, suggestions for purchase, items for Short Loans and Electronic Readings by the requested dates. |
| Assistance with compiling your reading lists by identifying relevant global publishing outputs. | Contacting your Academic Outreach or Educational Liaison Librarian so we can tailor our support. | |
| Support for information skills to enhance the quality of your students' research process. | Contacting your Educational Liaison Librarian to outline desired learning outcomes. | |
| A document delivery service sourcing items nationally and internationally. | Including accurate details in your Document Delivery request and checking Library holdings before submitting. | |
| Researchers | Expertise and professional support around essential aspects of the Research Cycle. | Informing your Academic Outreach Librarian of your research management requirements. |
| Community and Alumni | Access to the resources indicated on the Library website. | Understanding that the Library's priority clients are the students and staff of the University. |
| Membership options for a fee. (Alumni membership is free.) | Abiding by the conditions of your membership. | |
Tell us
Please help us to measure and evaluate our performance by:
- Giving us feedback
- Participating in Library surveys
- Improving our collection by recommending materials for purchase.
Content by: Manager, Service Quality
