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How we perform

Feedback from suggestion boxes and survey results

Monitoring of Library Performance 2015 - 2016

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


Monitoring by type

Notes of outcomes

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

More robust checks have been built into procedures:

  • PLA conduct daily checks to solve any issues quickly, eg staff shortages.
  • There is now a permanent rota in Book sorter room to ensure returned shelving is regularly cleared, and ensure items are in there for less than 24 hours.

Daily observations and monitoring shows that books and now usually out on shelving bays within a couple of hours (except at weekends). These methods are more thorough than the previous spot checks, but this will be re-introduced as an additional check on sample days each term from 2016 to provide statistics.

2. Straightening library stock

Straightening rota
Target: Forms initialled to indicate that straightening rota is being undertaken on a daily basis.

Managers 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. At All Saints this enables staff to straighten each floor completely every four weeks.

3. Reservations satisfied

Pickings list
Target: Forms initialled to indicate that pickings list procedures are being completed at least three times a week.

Information from LSMs at both Crewe and Manchester confirm that they are they are actually done every day, and material is being supplied promptly to customers.

4. Stock purchase/

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.

Managers at both sites confirm that heavily used stock is being identified and appropriate action taken to ensure that access to this material is maximised.

For example from the pickings list if an item has 5 reservations or more, the PLAs look at stock availability, and a request may then go to digitisation team if only a chapter needed, it may be changed to OWL, or be taken to a subject librarian to decide whether to order additional copies.

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 in this area.

Three exhibitions have been held in Special Collections:

  • Are we there yet? 150 years of progress towards equality
  • We built this city: Manchester Architects at 150 - Celebrating generations of innovation
  • Projecting British Design: the Design Council Slide Collection in focus.             

The NWFA have organised 16 film screenings between Aug 2015 and July 2016, reaching an audience of around 2,436.  These were in venues around the region including the Marine Hall in Fleetwood, HOME, George Street Chapel in Oldham, and Manchester Central Library.

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 timetables and are being carried out as specified in the performance standard, at both sites. All equipment faults continue to be reported as normal.

Since the relaxation of the food and drink policy, security patrols can focus more on supporting our customers by maintaining correct environment for different study areas and also direct students more from busy areas to quieter ones.

Equipment faults are all carried out as specified.

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.

Access to Help


Monitoring by type

Notes of outcomes

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. Since the introduction of the general email, the students get a faster response. All replies are answered by a timetabled team of staff, so the response is quicker. If the query needs to be referred, a holding response is made. In addition live chat means a much quicker response to basic enquiries online.

Only 7 customers filled in the survey last year, but in the helpdesk survey, 97.78% positive response to the question "Did you get the information you needed?’".

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.

The InfoSkills evaluation forms from 2015/16 show that we've easily exceeded our target, 94% feeling the appropriate amount of information was given and 90% saying that they felt confident in finding information for assignments following the session.

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

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 is included in now annual 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.

Record any level of concerns

Record any level of concerns

Actions taken