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Library standards

Library service standards

Overall library service & satisfaction

How we measure it

Latest results

Overall satisfaction
We aim for 90% of our customers to rate their overall experience of the library positively.

Question on the Library's InfoSkills online evaluation form "How would you rate your overall experience of using the Library? (10 = Excellent 1 = Poor) Please answer this question in relation to your overall experience of the Library Service, rather than the recent session you have attended."

Target achieved for 2016/17
94.6% satisfaction recorded (1595  positive responses out of 1686)

NSS
We will meet or exceed the sector-wide satisfaction rate of 87% * for Q19 in the National Student Survey (NSS) "The library resources (e.g. books, online services and learning spaces) have supported my learning well"
*2016 latest data available

NSS: Headline results made available in August each year

Target achieved for 2016/17
In the NSS 2017 the Library scored 92% from those who responded to the survey (4796 respondents, 74% of eligible students)

PTES
We will achieve at least an 80% satisfaction rate in Postgraduate Taught Experience  Survey  (PTES) for Q26 "The library resources and services are good enough for my needs (including physical and online)"

PTES: Headline results made available in August/September when Manchester Metropolitan participates in annual survey.

Target achieved for 2016/17
In the PTES 2017 the Library scored 84%

Access to resources

How we measure it

Latest results

Library expenditure
We will spend a minimum of 35% of our annual library budget on information resources.

Library annual report to SCONUL

Target achieved
In 2015/16 we spent 41% of our annual library budget on information resources

Library Search
Library Search (our main search engine to find resources) will be available 99% of the time.

Any dips in service are recorded by our Digital Library Services team

Target achieved for 2016/17

Electronic resources
Access to e-resources via Manchester Metropolitan's authentication systems will be available 99% of the time.

Any dips in service are recorded by our Digital Library Services team

Target achieved for 2016/17

Availability of books
We will re-shelve 95% of all returned books and books left on desks within 24 hours.

Termly monitoring sample by our Library Shelving team

Target achieved for 2016/17
During the termly sample, we re-shelved 96% of items within 24 hours

Reserved items
Reserved items will be available for collection within 24 hours of being returned to the library.

Statistics provided by our Digital Library Services team

New target for 2017/18 to be reported on next year

New electronic books
95% of all new e-books ordered will be available in the catalogue within 3 working days of the order being placed with our supplier.

Each month our Library Acquisitions team will carry out a random spot check on a small selection of orders

New target for 2017/18 to be reported on next year

New print material
95% of all new print books ordered will be available on the catalogue and shelves within 10 working days  of the order being placed with our supplier.

Each month our Library Acquisitions team will carry out a random spot check on a small selection of orders

New target for 2017/18 to be reported on next year

Digitisation requests
We will satisfy 99% of all digitisation requests from academic staff within seven working days of the team receiving the request, providing a print copy is already in stock and/or not out on loan.

Each month our Library Acquisitions team will carry out a random spot check on a small selection of digitisation requests

New target for 2017/18 to be reported on next year

Inter-library loans
We will process 100% of inter-library-loan requests within one working day of receipt.

Measures provided by our Library Customer Services team

New target for 2017/18 to be reported on next year

Access to help and support

 How we measure it

Latest results

Library staff
We develop and maintain a skilled, friendly and responsive staff, who are committed to helping you get the best from your library service.

Annual Library Staff Training & Development report

501 attendees (out of a pool of 150 staff) attended 58 library in-house training sessions in 2016/17  

Help desk
The Help desk will be open 100% of our advertised staffed service hours.

Any unplanned closures in service are recorded by our Library Customer Services team

Target achieved for 2016/17

Live chat
We aim for at least 85% of customers using live chat to rate our service as good or excellent.

Chat statistics provided by our Digital Library Services team

 

Target achieved for 2016/17
89% of customers using chat rated the service as good or excellent

Access to help
We will respond to 95% of all enquiries to library@mmu.ac.uk within one working day.

LibAnswers statistics provided by our Digital Library Services team

Target achieved for 2016/17
96% of enquiries were answered within one working day

Quality of InfoSkills teaching We aim for 90% of students who attend a Library Infoskills session to agree they feel more confident about finding information for their studies following the session

Question on the InfoSkills evaluation form collated by the Library InfoSkills team.

Target achieved for 2016/17
91% of students who completed an evaluation form (1534 of 1686 students) agreed they felt more confident

Access to facilities

 How we measure it

Latest results

Opening hours
The Library will be open 99% of our advertised opening hours.

Any unplanned closures are recorded by our Library Customer Services team

Target achieved for 2016/17
We were open 99.9% of our advertised opening hours

Research
Records will be made available within e-space (the institutional repository) within a time limit currently under review.

Data provided by our Library Research Support team

New target for 2017/18 to be reported on next year

Study Spaces
We will provide a minimum of 1 library study space to every 16 FTE students.

 Library annual report to SCONUL

 

Target achieved Latest published data for 2015/16 shows our ratio is 1:16

PCs
We will provide computers in at least 20% of our library study seats.

Library annual report to SCONUL

Target achieved
Latest published data for 2015/16 shows 22% of our study spaces have a computer