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Library policies and standards

Manchester Metropolitan University Library performance standards

Supporting the Library's Mission:

  • To aim for excellence in the provision of services in support of learning, teaching, scholarship and research;
  • To be accessible and responsive to student and staff needs by proactively trying to understand and anticipate requirements;
  • To contribute to ensuring that the overall student experience is of the highest quality;
  • To develop networks of external links with other educational institutions and the wider community.

Access to resources and services

Core library activity or area of operation

Benefits

Level of standard ie target we need to set

Ways of monitoring to ensure that we’re meeting the target

Frequency of monitoring

Responsibility

1. Books shelved

  • Customers can easily find the material they need.
  • Pickings lists are shorter and quicker

Have all stock easily accessible in a public area in class mark order (shelving bays, trolleys or main shelves) within 24hrs (or one working day) of return.

When shelving monitoring takes place twice a year, 95% of books to be available for loan/on loan within one working day

PLAs to choose 20 items (40 at All Saints) returned between a given time period, eg 2-3pm and document on proforma.

Items on the proforma to be checked by PLA before the 24hrs has lapsed to ensure they are accessible within 24hrs. Printout to be kept as evidence.

Once a term on a sample day

PLA
LSM

2. Straightening library stock

  • Customers can easily find the material they need.
  • Pickings lists are shorter and quicker
  • Health and safety benefits
  • Damaged stock identified

Library stock is straightened by a term of library staff for a designated period each day, to ensure the entire library is straightened at least once a term.

Profoma to be filled in daily detailing area straightened, time taken, numbers of staff etc. 

Moveable notice to be displayed in area straightened that day

Daily

PLA
LSM

3. Reservations satisfied

  • Material supplied speedily to customers

Existing detailed targets in place through Service Level Targets

Monitoring procedures already set up

Annually

PLA
LSM

Pickings list to be completed at least 3 times a week Profoma to be filled in detailing days list printed out checked and satisfied. Ongoing

4. Stock purchase/
Acquisition

  • Material supplied speedily to customers

Existing detailed targets in place through Service Level Targets

Monitoring procedures already set up

Ongoing : detailed in Service Level Targets

LSS

5. Stock is managed effectively to meet customer needs

  • Improved availability of material to customers
  • Best use made of stock and value for money.

Heavily used stock is constantly identified and appropriate action taken, eg loan status to changed, additional copies are ordered etc.

Reservations in demand slip completed for each title with more than 3-5 reservations on (dependant on site/section). Action taken documented on form.

Daily

PLA
LSM

6. Preservation cataloguing and development of Special Collections & North West Film Archive holdings.

  • Collections made accessible for research, teaching and learning, and for public engagement.

Special Collections: Three planned exhibitions held each year.

Visitor/audience survey and evaluation of one exhibition and one film show.
Other monitoring goes on set by funding bodies.

Ongoing - detailed in Service Level Targets

LSMs at NWFA  & A&D

NWFA: promote access to the collection through initiating 15-20 film shows per year with average audience of 150. Monthly & Annually

7. Environments are conductive to study and cater for different learning styles

  • Students are able to work in a comfortable environment, and able to make full use of library equipment.

Appropriate behaviour is maintained in each area

90% of customers who fill in the e-mail survey to rate the library well for the question “Rate how satisfied you are with the range of learning environments available (group study/silent study)”

Noise patrols regularly carried out (at least twice a day) Documented on timetable or proforma, together with any instances. Zoning notices also to displayed.

Daily

PLA
LSM & Security staff

All equipment faults reported within one hour and progress reported on proforma attached to equipment Document on proforma. PLAs to check proformas on file weekly and chase as necessary. Ongoing & Weekly

8. Customers aware of Library opening hours

  • Students able to plan their work and visits to the library, with no confusion over opening hours.

Opening hours are publicised on the Library website
Changes are publicised one months in advance via Library Website and poster at entrance (H&S proviso and emergencies)

ESDT to mark on chart/proforma when information supplied form each site, and prompt to LSM if not sent.

LSM responsibility. Evidence from Website

Ongoing

LSMs or Deputies

Access to help

Core library activity or area of operation

Benefits

Level of standard ie target we need to set

Ways of monitoring that we’re meeting the target

Frequency of monitoring

Responsibility

9. Customer enquiries are dealt with effectively and efficiently (in person, by e-mail and by phone)

  • Customers supplied with the information they need promptly

E-mails to enquiry services to be dealt with efficiently within one working day

95% of customers who fill in the e-mail survey to rate the library well on the question Rate how satisfied you are with the level of help and support you get in finding information”

Customer service to be agenda Item at every site meeting

Link to customer comments/survey from all e-mail replies. Responses from comments cards compiled termly by PLA.

Minutes of staff minutes on Intranet

Ongoing

PLA
LSM & deputy

10.Infoskills/ Induction sessions impact positively on the student experience

  • Increased use of e-resources
  • Value for money
  • Student retention

90% of students who attend an InfoSkills/Induction sessions felt the amount of information provided was appropriate.

85% of students said they felt more confident in finding information for their assignments following the session.

Evaluation forms & procedures already in place

Ongoing all sessions evaluated

All teaching staff

11. Excellent liaison between academic teaching and research staff, IT staff and the library

  • Library kept informed of changes in the department
  • Able to respond to changes, new courses etc quickly

A library presence at 90% of all course programme committees invited to (where adequate notice has been given) or a paper sent

Attendance at all Faculty meetings

An e-mail to be sent to the committee chair within two weeks of the meeting detailing the actions taken.

Proforma to be completed at each site or section and sent twice yearly with the Tell us what you think comments

Ongoing

All subject liaison staff

12. Customers with Personal Learning Plans.

  • Student    retention
  • Disabled students are given all possible help and support.

On receipt of PLPs, students are contacted to inform them of arrangements available within five working days.

Proforma to be completed at each site or section

Ongoing

Disability rep at each section & LSM