THE LIBRARY PROVIDES

WE AIM TO HAVE

access to resources
 

(Access means to buy, borrow or facilitate access to collections and electronic services)

24 hour online access to our services, systems and resources with

• serious system failures resolved within 1 working day and
   

• general faults resolved within 2 working days

on campus access to our services, resources and collections with

• extended opening hours during term time
   

course resources available in our collection with

• 100% of course profile set texts
   

• 80% of course profile recommend
  readings
   

• 90% of Course Resources Online (CRO) available within 5 working days of receipt of article
   

• 90% of high use material in the Reserve Room within 24 hours of notification

an efficient document delivery service with

• 95% of requests from eligible CQU staff and students placed within 3 working days of receipt
   

• 98% of requests from other libraries and able to be supplied, despatched within 3 working days.

THE LIBRARY PROVIDES

WE AIM TO HAVE

effectively managed resources

100% of items reshelved within 24 hours of checking in.
 

90% of serials issues received within the week, ready for display by Friday each week
 

faculty orders selected and placed so that 65% of  allocated budgets are committed by June 30; 100% committed by October 15 and 115% committed by the end of the year
 

80% of orders placed within 10 working days of receipt
 

80% of additional copies purchased ready for despatch within 13 working days of receipt
 

90% of purchases requiring copy cataloguing ready for despatch within 18 working days of receipt of title
 

90% of purchases requiring original cataloguing ready for despatch within 28 days of receipt of title
 

responded to PCA course and program approvals within 3 working days
 

ensure all equipment in public areas is in good working order

THE LIBRARY PROVIDES

WE WILL PROVIDE ASSISTANCE THROUGH

assistance in locating resources and services

staffed service points whenever the Library is open
 

an after hours Enquiry Centre voicemail and email facilities with a response turn-around of 1 working day from receipt of message
 

all reference enquiries received from off-campus clients  acknowledged within 1 working day
 

95% of reference enquiries received from off-campus clients answered within 1 working day
 

95% of on-campus reference queries received answered immediately
 

the Library website with service and subject based links
 

printed guides and brochures

THE LIBRARY PROVIDES

WE WILL PROVIDE ASSISTANCE THROUGH

delivery of resources

90% of electronic requests received prior to midday processed by close of business on same day and electronic received after midday processed by midday the following day
 

Distance Education and Intercampus loan requests submitted on the preceding working day will be processed for despatch by 2.00pm each day

THE LIBRARY PROVIDES

WE WILL PROVIDE TRAINING VIA

training in finding and using resources

COMPASS our on-line self-paced module
 

face-to-face classes as scheduled or integrated into academic programs
 

appointments with Faculty Liaison Librarians
 

print and online instructional materials

THE LIBRARY PROVIDES

WE WILL RESPOND TO FEEDBACK

client feedback

within a week of the compliment, comment or complaint being received, both directly (if name and contact details supplied) and
 

by posting responses on the CCC notice board of the relevant Library's foyer.