West Suffolk College library is committed to the highest levels of customer service. We value all users equally and aim to provide an inclusive and supportive learning environment. The library supports staff and students in learning, teaching, and any other aspect of personal and professional development, through access to a range of print and online resources.
This customer service charter lays out what service users can expect from the library and – in return -the standards of behaviour library staff expect from users.
Library staff will:
Be kind, courteous and helpful
Listen attentively, giving each user full and undivided attention relayed through eye contact and positive body language
Respect confidentiality in line with legal obligations (i.e. GDPR)
Provide equitable access for disabled users; both to space and collections
Provide prompt email and telephone responses to library helpdesk queries
Actively approach users to check if they need assistance
Publicise and promote library services and collections online, in person and through promotional literature.
Ensure the library website and social media accounts are regularly updated with accurate information.
Endeavour to refer users to correct department for non-library enquiries
Take a fair and reasonable approach to fines where extenuating circumstances occur
Maintain a commitment to continuous improvement for all services and policy
Treat staff with courteousness and politeness
Be honest about overdue books and extenuating circumstances
Treat library property and space with care and respect
Report any damage, mess or vandalism to library staff
Make full and proper use of the full range of library services
Report any shortcomings in library provision (i.e. collections or services) to library staff in a polite manner
Attempt to seek out resources themselves but ask for assistance if and when required
Obey all library rules and regulations relating to fines, noise and food and drink
This list sets out the service parameters
Assist users in all aspects of finding and accessing print and online resources
Help users access online library provision from various online portals
Take fine payments and/or deal with fine issues
Introduce students to VLE’s (Moodle or Brightspace) and assist where possible, knowing where to refer onwards for further advice if necessary
Field general enquiries relating to printing/photocopying, and all other services under the library’s remit, (inter-library loans etc.)
Librarians will provide in-depth help with referencing and literature searching via pre-booked one to one appointments, classroom sessions or workshops
Encourage library users to learn to use the library and its systems in a ‘learning by doing’ (kinaesthetic) manner and give assistance where necessary
Adhere to Safeguarding and the PREVENT strategy
Embrace equality, diversity and human rights
Proofread work
Offer study skills services (other than literature searching or referencing)
Offer subject specific expertise for all courses
Answer questions relating to the administration of individual courses or assignments
Tolerate abusive or violent behaviour