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Standards

The Library has developed a set of service standards for:

Resource Delivery

The Library aims to have:

  • 24 X 7 online access to services, systems and resources subject to:
    • scheduled maintenance windows and
    • problem resolution times as per CQUniversity's Information Technology Division Service Level Agreement guidelines
  • on campus access to services, resources and collections with
  • course resources available with:
    • 100% of course set texts as notified to the CQUniversity bookshop by academic staff
    • the majority of course recommended readings as notified by course coordinators to the Library
    • 90% of Course Resources Online (CRO) available within 7 working days of receipt of article provided submissions are made by academic staff 6-8 weeks prior to the start of term
  • an efficient document delivery service with:
    • 95% of requests from eligible CQUniversity staff and students placed within 3 working days of receipt
    • 98% of requests from other libraries and able to be supplied, dispatched within 3 working days
  • effectively managed resources with:
    • 100% of returned resources checked in by the close of same business day
    • 90% of serials issues received within the week, ready for display by Friday each week
    • Library collection orders selected and placed so that 65% of allocated budgets are committed by June 30; 100% committed by October 15 and 115% committed by the end of the year
    • 80% of monograph orders placed within 10 working days of receipt
    • 80% of additional copies purchased ready for despatch within 13 working days of receipt
    • 80% of purchases requiring copy cataloguing ready for despatch within 18 working days of receipt
    • 70% of purchases requiring original cataloguing ready for despatch within 28 days of receipt
    • 90% of distance education and inter-campus loan requests for available resources processed by 2pm the following business day
    • responses made to PCA course and program approvals within 3 working days of receipt
    • all equipment in public areas in good working order

Provision of Information

The Library aims to have:

  • a variety of contact points e.g. Information Desk, telephone, email and chat
  • staffed service points during Library opening hours
  • 100% of queries directed to cqulibrary@cqu.edu.au, the Library's 1300 telephone service, or submitted via the Ask the Library online form acknowledged within 1 business day of receipt
  • an online Chat service available Monday to Friday 9.00am-4.30pm
  • print and online guides, brochures and instructional material available
  • face-to-face classes as scheduled or integrated into academic programs
  • appointments available with discipline-specific Liaison Librarians

Client Feedback

The Library will respond to feedback:

  • within a week of the compliment, comment or complaint (CCC) being received
  • directly to the person (if name and contact details are supplied) and
  • by posting responses on the CCC notice board of the relevant Library's foyer

Summaries of the Library's performance against these service standards are outlined in a number of reports prepared by the Division of Library and Academic Learning Services.