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Client Service Charter
Our commitment to service excellence
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. 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 accurate services. | Showing respect and courtesy for staff and other clients. |
| Fair and equitable access to print and electronic Library resources. | Returning resources on time and in good condition. Suggesting items we should purchase for the collection. | |
| Space for individual study and group study. | Respecting the needs of other Library users by keeping noise to a minimum and silencing mobile phones. | |
| Up to date computers and 24x7 access to electronic resources, web pages and online help. | Giving us feedback on resources and the Library website. Using computers for study purposes. | |
| Information literacy training and skills to equip you for independent, lifelong learning. | Taking advantage of all learning opportunities and using the skills you learn. | |
| Reliable printing and photocopying services. | Learning how to make the best use of printing and photocopying services. Abiding by Copyright law. | |
| A clean attractive environment in which to work. | Eating outside the Library and using the bins provided for rubbish and recycling. | |
| 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 in completing new subject proposals by assessing the current collection and identifying new items for purchase. | Completing new subject proposals in consultation with your Faculty Librarian to determine availability of Library resources. | |
| Information literacy linked to assessment tasks to enhance the quality of your students' research. | Liaising with your Faculty Librarian to integrate information literacy within the appropriate subjects. | |
| A document delivery service sourcing items nationally and internationally. | Including accurate details in your Document Delivery request and checking Library holdings before submitting. | |
| 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. | Abiding by the conditions of your membership registration. | |
Library Client Service Standards
Quality, Service, Excellence
We are committed to meeting your service needs and to continuously improving the quality of everything we do.
- 100% of obtainable items on reading lists held by the Library or on order
- Returned items accessible within 10 minutes
- 90% of document delivery requests filled within 4 working days
- Newly received resources ready for borrowing within 5 working days
- Respond to 95% of suggestions and feedback which include a name and contact details within 1 working day
PDF version of Client Service Charter [195KB]
Help us to measure and evaluate our performance by giving us feedback, participating in Library surveys and improving our collection by recommending materials for purchase. Use the "Tell us" link on the Library home page.
Content by: Manager, Service Quality
Follow Me Printing
Everyone hates to queue. With this in mind, we have introduced Follow Me Printing. You can choose any free printer/copier in the Library or a printer in the Student Central labs to release your print job.
How does it work?