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Service Standards

We are committed to providing high quality services.  To help us monitor and continuously improve our performance we have developed a set of standards.  Our standards set ambitious performance targets for the key services we provide for our users.  

Service Standards reports

Efficient access to the resources you need

  • Reading lists will be checked and books ordered (where available) by the start of the relevant semester 
  • Your print book orders will be available for use in the library within three weeks of receipt, or one week if urgent. Your ebook orders will be available for use in the library within one week  
  • Your interlibrary loan requests will be actioned within one working day.  If no changes are needed, they will be sent to the supplying library within one working day
  • We will produce items in the Manuscripts and Special Collections reading room within 30 minutes of your request

Support effective teaching and research

  • We will help you make the most of Moodle by offering monthly training sessions during term time and access to online training materials all year
  • We will review the articles you submit to Nottingham ePrints within three working days of receipt

Listen and respond to our users’ needs

  • At least 90% of the respondents to our annual Customer Survey will be satisfied or very satisfied with the range and availability of books and journals in the libraries
  • At least 90% of the respondents to our annual Customer Survey will be satisfied or very satisfied with the libraries’ study spaces
  • At least 90% of the respondents to our annual Customer Survey will be satisfied or very satisfied with the customer service provided by library staff

Online services availability

  • Moodle and our library systems (NUsearch and UNLOC) will be available for use 99% of their scheduled uptime with the exception of circumstances beyond our control
  • If you experience a problem with access to one of our online books or journal articles, and let us know via our help form, we will respond to you within one working day  

About LRLR

Libraries, Research and Learning Resources

King's Meadow Campus
Lenton Lane
Nottingham, NG7 2NR

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