Our Service Standards and Targets
For further information
please choose from the links below.
Contents :
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The
Library's general
service standards - click
here |
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A - Availability of the Library catalogue and IT equipment
- click
here |
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B - Enquiries/complaints
- click
here |
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C - Queuing
- click
here |
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D -
Shelving
- click
here |
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E - Books, journals, course packs – orders & availability
- click
here |
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F - Repairs
&
binding
- click
here |
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G -
Archives
- click
here |
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If you have any comments/ compliments/ complaints about anything contained within these pages please complete this
Feedback Form.
All Library and Archives users can expect the following
service standards:
As part of our continuous
effort to improve the quality of services for all users,
and bearing in mind your responses in our satisfaction
surveys, we aim to:
- Provide a friendly, courteous and efficient service to
all Library users.
- Streamline as far as possible access to the Library,
including admission to the Library building itself and
online access to our electronic resources.
- Create and maintain high quality catalogue records to
ensure that searching the catalogue is as easy and
productive as possible.
- Keep our print materials in good condition; when
material is taken off a shelf for binding it will be
returned within eight weeks.
- Maintain a high-quality and reliable photocopying
service during core opening hours.
- Make available the previous year’s exam papers by the
start of the next Lent term.
- Offer training for all users in the efficient use of the
catalogue and information sources and ensure the
maintenance of up-to-date user guides in print and on
the Web.
- Listen to your comments and give you feedback on changes
and improvements (follow this link for more on this :
http://www.lse.ac.uk/library/abthli/suss2004-5.htm)
- Pay attention to the Library environment in liaison with
the School estates team.
- Keep you informed well in advance of any changes to
normal Library or Archives services.
- Provide for users with disabilities a tailored service
as advised by the School’s Disabilities Advisor. Further
information for School and external users can be found
on the Library website :
http://www.lse.ac.uk/library/hocaiusthli/supdisuse.htm
- Ensure that people are treated equitably, regardless of
age, disability, race, nationality, ethnic or national
origin, gender, religion, sexual orientation or personal
circumstances.
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A
Availability of the Library catalogue and IT equipment
Many of the Library’s services, including the
Catalogue, are provided electronically, and it is a high priority to maintain
the reliability of all such systems and services. The Library’s aim is that all
IT systems it manages work at all times on user desktops and public workstations
and for remote users dialling in. Advance notice of any scheduled downtime will
be given to users and every effort made to keep such instances to non-core
times. Note : The main public work stations and printers in the Library are
managed by IT Services and covered by their Service Level Targets.
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Service Targets
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The Library
catalogue and loans system will be available 99% of the time on average within
each month.
Click
here for statistics
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Faults
with the Library Catalogue, Information & Visitor PCs and printers will be
rectified within three working days.
Click
here for statistics
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The
Library Web Server will be available 99.96% of the time on average within each
month.
Click
here for statistics
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All
Library IT systems will be returned to full service after any faults within one
working day during core opening hours, with a return to search-only facility on
the Catalogue within one working hour.
Click
here for statistics
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The
Electronic Library system will be available 95% of the time on average within
each month.
Click
here for statistics |
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B
Enquiries/complaints
The Library aims to provide accurate and timely
information about library services and facilities, help and orientation guidance
for users and a prompt and courteous response to all complaints.
For further information about making email enquiries, click
here
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Service Targets
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If we are
unable to answer your personal enquiry at the Information Desk immediately, a
named member of staff will give you a response by the end of the following
working day.
Click
here for statistics
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We will
reply to email enquiries within two working days of receipt.
Click
here for statistics
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We will
respond initially to a complaint or enquiry sent by letter within five working
days.
Click
here for statistics |
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C
Queuing
The Library aims to keep queues at service points
to a minimum, making efficient use of staff resources and providing self-service
options wherever feasible.
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Service Targets
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Queuing at the
Information Desk should take no longer than three
minutes on average.
Click
here for statistics
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Queuing at the Main Service Counter should take no longer than three
minutes on average.
Click
here for statistics
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Queuing
at self-issue machines in the Course Collection area should take no longer than
two minutes on average.
Click
here for statistics |
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D
Shelving
Prompt reshelving of returned items is a priority
for us. We will endeavour to ensure items are back on the shelves as fast as
possible.
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Service Targets
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We will
re-shelve books from the Course Collection within 12 hours of return, during
core opening hours.
Click
here for statistics
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We will re-shelve books and journals from the main collection within 48 hours of return, during core opening hours.
Click
here for statistics |
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E
Books, journals, course
packs – orders & availability
The Library will purchase, catalogue and make
available for use books appearing on course reading lists and/or within the
scope of its collection development policies. Multiple copies of “essential”
texts will be purchased in relation to the number of students on the course. The
Library will use its best endeavours to obtain out-of-print material.
The Library produces course packs of journal articles and book chapters in heavy
demand, compliant with prevailing copyright regulations, at the request of
course tutors. The copyright-cleared course packs are available for sale to
students. The Library also makes available for loan,
within strict copyright regulations, up to two photocopies per item (offprints)
of journal articles and book chapters which are in high demand for teaching.
The Library offers an Inter-Library loan and document delivery service for
material not available from Library stock.
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Service Targets
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You will
receive a response to your Main Collection book purchase requests, using either
paper or web forms, within five working days of the request being received.
Click
here for statistics
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Approved Main Collection book purchase requests, received either in paper or
through the web form, will be ordered within five working days of their
approval.
Click
here
for statistics
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Book
requirements for taught courses will be processed and prepared for ordering
within two weeks of their receipt in the Library.
Click
here for statistics
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Paper
course packs will be available for the first day of term in which they are
required in class.
Click
here for statistics
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We will
make available daily/weekly
publications for use within two working days of receipt.
Click
here for statistics
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We will make available monthly/less frequent publications within ten working
days of receipt.
Click
here for statistics
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Books
requested via the Inter Library Loans Service, available within the UK,
available for collection within two weeks of the request being submitted,
provided sufficient information is given on the request form.
Click
here for statistics
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Journals requested via the Inter Library Loans Service, available within the UK,
available for collection within one week of the request being submitted,
provided sufficient information is given on the request form.
Click
here for statistics |
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F
Repairs & binding
Keeping our print materials in good condition is
important to us; any problems reported with materials
will be rectified.
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Service Targets
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Books or
journals removed for binding will be made available for use within eight weeks
of their removal from the shelves.
Click
here for statistics |
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G
Archives
It is the policy of the Archives Division to collect
papers relating to modern British political, economic
and social history and social anthropology, and to make
them available subject to the conditions of deposit, to
all bona fide researchers, including all members of the
School. The Archives Division aims to ensure the control
and maintenance of the best possible environmental
conditions for the preservation of the collections, and
to help researchers to identify material relevant to
their research topic via the Archives enquiry service.
It is Archives policy to list all collections on the
Archives catalogue/database and provide an up-to-date
guide to holdings.
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Service Targets
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All document orders from the main archive storage
area will be fetched within 15 minutes.
Click
here for statistics
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70% of photocopying orders will be completed by the end of the next working day.
Click
here for statistics
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85% of
enquiries will be answered by the end of the next working day.
Click
here for statistics |
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