Manchester Metropolitan University home page
Library home page

How we perform

Feedback from suggestion boxes and survey results

Monitoring of Library Performance 2014 - 2015

LSM & PLA to ensure that monitoring has been completed for each of the following areas, on an annual basis, and any dips in performance are noted together with any actions taken.

Access to Resources & Services

Site/section: Academic year:
Relates to LPS Monitoring by type 2014 - 2015
1. Books shelved Shelving monitoring
Note of termly monitoring of shelving. Target - 95% of books to be available for loan/on loan within one working day
Checklists signed by LSMs at both Crewe and Manchester show that 97% of books found to be in correct place or on loan at the All Saints Library, (well above our target of 95%). As all Manchester sites are now based at All Saints the figure of books to check at SKLG has been increased to 100.
2. Straightening library stock Straightening rota
Target: Forms initialled to indicate that straightening rota is being undertaken on a daily basis.
PLAs at both Crewe and Manchester confirm that targets have been met, ie library stock is straightened by a team of library staff for a designated period each day, to ensure the entire library is straightened at least once a term. This ensures that customers can locate items easily.
3. Reservations satisfied Pickings list
Target: Forms initialled to indicate that pickings list procedures are being completed at least three times a week.
Checklists signed by LSMs at both Crewe and Manchester show that targets have been met, and material is being supplied promptly to customers.
4. Stock purchase/acquisition Material supplied speedily to customers as laid out in the SLTs Monitoring by staff in LSS indicate Service Level Targets are being met, and there are no concerns in this area.
5. Stock is managed effectively to meet customer needs Reservations in demand slip
Target: Forms initialled to indicate that appropriate action has been taken in relation to the reservations in demand slips for each title with more than 3-5 reservations on.
Checklists signed by local managers show that heavily used stock is being identified and appropriate action taken to ensure that access to this material is maximised.
6. Preservation cataloguing and development of Special Collections & North West Film Archive holdings. Special Collections promotions
Target: Three exhibitions planned each year in Special Collections, and 15-20 film shows per year held in the NWFA.
Correspondence and discussions show that the target is being met and exceeded in this area.
Three exhibitions have been held in Special Collections,Material Matters, Image and Word and We Want People Who Can Draw.
The NWFA have organised 23 film screenings between Aug 2014 and July 2015. These were in venues around the region varying from Manchester Central Library to Zeffirelli’s Cinema in Ambleside, and reached an audience of around 2,000 people.
7. Environments are conductive to study and cater for different learning styles Library patrols
Forms initialled to indicate that library patrols are being carried out.
Targets - Appropriate behaviour 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)”. All equipment faults reported within one hour and progress reported on proforma attached to equipment.
Library noise patrols are timetabled and are being carried out as specified in the performance standard. However only 60.9% of customers who completed the survey May 2014 to present indicated they were satisfied with the range of learning environments available (group study/silent study etc).
The number of respondents in this survey was very low (32 students), however with the same question asked on the InfoSkills evaluation the number increased to 1839 and shows an overall satisfaction of show overall that 93.85%.
All equipment faults continue to be reported as normal.
8. Customers aware of Library opening hours Opening hours
Target: Opening hours published one month in advance.
Regular email reminders from DLS staff usually ensure that information from both remaining sites is on the Library website well in advance of the one month deadline. However this academic year these targets have not been met, usually by a few days.
9. Customer enquiries are dealt with effectively and efficiently (in person, by e-mail and by phone) E-mails dealt with efficiently within one working day
Target: 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”.
Enquires continue to be answered within one working day.
This year, 89.1% of students who replied to the survey rated they were satisfied or very satisfied with the level and support in finding information.
10. Infoskills/ Induction sessions impact positively on the student experience Student feel more confident following their session
Targets: 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 for the academic year 2013-14 show that 92% of students who attended an InfoSkills/Induction sessions felt the amount of information provided was appropriate, and 91% of students said they felt more confident in finding information for their assignments following the session.
Both results exceed our specified targets.
11.Excellent liaison between academic teaching and research staff, IT staff and the library Meetings
Meeting Attendance sheet completed and loaded onto shared drive, (documenting attendance and issues raised at programme committees Faculty Board etc).
Targets: 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.
All meetings have been attended as specified and feedback has been included in the twice yearly analysis.
This standard ensures that library staff receive feedback from students and staff at committee meetings and that appropriate action is taken.
12. Customers with Personal Learning Plans PLP checklist
Form initialled to indicate that PLPs have been responded to within the prescribed period (five working days).
Target: On receipt of PLPs, students are contacted to inform them of arrangements available within five working days.
Both sites reported that they have met the target for inviting customers with PLPs to attend a one-to-one session with a member of library staff within five days. There was a small issue at the beginning of the academic year regarding how the PLP’s were sent to us but this has all been standardised now thanks to the team of staff who deal with the PLPs. Staff are now confident they consistently meet the 5 day turnaround.

Access to Help

Record of any concerns from the monitoring against Library Performance Standards Actions taken
LPS 8: There has been a dip in the punctuality of the vacation opening hours going on the website. We have failed to meet the target three times out of four, unfortunately. This is mainly due to late submissions. Procedures are now being put into place including further chasers, and a yearly timetable of information needed to ensure this doesn’t happen again.
LPS 9: There was a drop in the satisfaction levels around the support provided via email help (89.1% compared to last years 100%). This is based on the 32 students who filled out the survey, Despite this being lower than last years 100% satisfaction rate, students still seem happy with the level of support. The new virtual helpdesk is being launched this year to provide additional help in perhaps a more timely way.
Despite the closure of the final two libraries, we are pleased that the standards have been maintained in the majority of areas, despite the challenges faced by the service as a result of the final stages of the consolidation process (site closures, stock moves etc.).