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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 session you’ve attended." Both open workshops & faculty sessions evaluated Target achieved for 2017/18
96.3% satisfaction recorded. (2222positive responses out of 2307)
Sores of 1-5 are recorded as unsatisfied, 6-10 are recorded as satisfied.
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"
*2018 latest data available
NSS: Headline results made available in August each year Target achieved for 2017/18
In the NSS 2018 the Library scored 90% from those who responded to the survey.
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
The Library scored 84% in the PTES 2017 (survey run every other year)
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 2016/17 (latest data for which figures are available) we spent 42.6% 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 2017/18
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 2017/18
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 2017/18
During the termly sample, we re-shelved 99.5% 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 – data gathering currently in progress – will be reported online
New electronic books
95% of all new ebooks ordered will be available in the catalogue within 3 working days of the order being placed with our supplier.
Each month a spot check will take place on a small number of random digitisation requests by our Library Acquisitions & Finance team Target not achieved for 2017/18. The average length of time for receiving ebooks after order was 5 days. Staffing shortages were an issue which is now resolved.
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 a spot check will take place on a small number of random digitisation requests by our Library Acquisitions & Finance team Target achieved for 2017/18. The average length of time for receiving print books after ordering was 10 days.
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 a spot check will take place on a small number of random digitisation requests by our Library Acquisitions & Finance team New target for 2017/18 – data gathering currently in progress – will be reported online
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 – data gathering currently in progress – will be reported online
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 772 attendees (out of a pool of 150 staff) attended 73 library in-house training sessions in 2017/18
Help desk
The Help desk will be open 100% of our advertised staffed service hours
Any unplanned closures in service are recorded by Library Customer Services team Target mainly achieved for 2017/18. The face to face help desk closed at 16.30 on 01/03/18 (instead of 19.00) due to bad weather (snow). Email and live chat was however still available until 19.00 and the building was open 24/7.
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 2017/18
92% of customers using chat rated this 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 2017/18
95% 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 in finding information for their studies following the session.
Question on the InfoSkills evaluation form collated by the Library InfoSkills team.
Faculty sessions only, evaluated
Target achieved for 2017/18
90% of students felt more confident about finding information for their studies (1362 positive responses out of 1503)
Access to facilities How we measure it Latest results
Opening hours
The Library will be open 99% of our advertised opening hours
Any dips in service are recorded by our Library Customer Services team Target achieved for 2017/18
We were open 100% of our opening hours
Research
Items submitted to the review area of e-space (the institutional repository) subject to funder Open Access mandates will be dealt with within 5 days of receipt. E-theses, supplied in the correct format, will normally be made available within two weeks of receipt.
Data provided by our Library Research Support team Target mainly achieved for 2017/18
The target of five days has not being met in all cases, due to staff shortages. The appointment of an Open Research librarian July 2018, should make this achievable again.
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 2016/17 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 2016/17 shows 22% of our study spaces have a computer