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Standards, policies and regulations

Learning and working together in the Library.

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 2018/19

95% satisfaction recorded. (1,477 positive responses out of 1555)

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"
 

NSS: Headline results made available in August each year

Target achieved for 2018/19

In the NSS 2019 the Library scored 89.28% from those who responded to the survey.

(More than 5,200 respondents, 75% of eligible students)

Professional Services Quality Survey (PSQS)

We will achieve at least an 90% overall satisfaction rate in the annual staff Professional Services Quality Survey

Professional Services Quality Survey. Results made available in November.

Target achieved for 2018/19

The Library scored 97% satisfaction rate in the Professional Services Quality Survey (PSQS) 2018. (69% rated it excellent, 28% rated it good)

957 members of staff completed the survey. The 2019 results aren’t made available until November.

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 for 2018/19

In 2017-18 (latest data for which figures are available) we spent 42% 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 2018/19

Electronic (online) resources 
Access to online 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 2018/19

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 2018/19

During the termly sample, we re-shelved 99.25% of items within 24 hours. (98.5%of items at All Saints and 100% of items at the Crewe library)

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

Target achieved for 2018/19

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

Target achieved for 2018/19

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

Oops, we forgot to monitor in 2018/19. We will rectify this going forward for 2019/20. The measurement method from now on will be the annual Decisions report rather than monthly spot checks.

Digitisation requests 
We will satisfy 95% 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

Target partially achieved for 2018/19

2018/19. 93% of requests were satisfied within five working days, with 97% satisfied within seven working days. We are reviewing this target for 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

Target achieved for 2018/19

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.

Welcome Session evaluations

Annual Library Staff Training & Development report

Target achieved for 2018/19

99% of students who evaluated the Welcome talks found them helpful (287 students, approx. 5%)

689 attendees (out of a pool of 134 staff) attended 84 library in-house training sessions in 2018/19 

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 2018/19

Help desk was open 100% of our advertised staffed service hours

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 2018/19

91.5% of customers using chat rated this service as good or excellent (592 respondents)

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 2018/19

95.5% 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 Do you feel more confident about finding information for your studies?”collated by the Library InfoSkills team.

Faculty sessions only, evaluated

Target achieved for 2018/19

94.35% of students felt more confident about finding information for their studies (1420 positive responses out of 1505 respondents)

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 2018/19

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. Etheses, supplied in the correct format, will normally be made available within two weeks of receipt.

Data provided by our Library Research Support team

Target achieved for 2018/19

All items submitted to the review area of e-space were dealt with within 5 days of receipt.

All etheses, supplied in the correct format, were made available within two weeks of receipt

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

 Library annual report to SCONUL

 

Target achieved for 2018/19

Latest published data for 2017/18 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 for 2018/19

Latest published data for 2017/18 shows 23% of our study spaces have a computer