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Peter F. Bronfman Business Library > Peter F. Bronfman Business Library Service Charter

Peter F. Bronfman Business Library Service Charter

Introduction

The service charter sets the scope and levels of service and facilities provided to the students, faculty and staff of York University and the expectations for library client behaviour. The charter includes policies, service benchmarks, feedback mechanisms and complaints procedures. The staff are committed to meeting your research needs by delivering an extensive range of services in the Library, providing an environment conducive to research and study, via remote access to our electronic resources, via our department Web site, by email, and by telephone.

We value your feedback on our performance.

Mission Statement

The York University Libraries mission statement is:

  • To pursue, preserve and disseminate knowledge;
  • To meet the challenges of evolving technologies for our diverse community through leadership and innovation;
  • To advance teaching, learning and research at York University by building quality collections and services for present and future generations.

Peter F. Bronfman Business Library Motto

If it is only difficult, it is done; if it is impossible we shall see. Charles-Alexandre de Calone, Minister of Finance to Louis XVI

We will:

We ask you to:
  • Provide courteous, prompt and accurate service to every customer
  • Listen to your concerns, take appropriate action and seek and be responsive to feedback
  • Collect and manage resources efficiently to support teaching, learning and research
  • Provide skilled assistance to help locate resources and information
  • Provide access to a wide variety of current technologies to support library collections and services
  • Endeavour to provide equitable access to information for teaching, learning and research, independent of resource format and location
  • Provide opportunities for instruction about our resources and help library clients to develop information literacy skills as a basis for independent, life-long learning
  • Provide a current dynamic Library Web site to guide you to information
  • Maintain a comfortable and quiet environment with a variety of facilities and equipment that are conducive to study and research
  • Assist library clients with special needs
  • Liaise with faculty to ensure Library services and resources support teaching and research
  • Publicize services and communicate with you about our services and resources
  • Read and observe Library Regulations
  • Treat staff courteously
  • Return all resources in good condition by the end of the loan period or earlier, if recalled
  • Read and respond to Library notices in a timely manner
  • Respect Library resources, equipment and environments, help conserve them and notify staff if they are damaged
  • Become familiar with the Bronfman Business Library  Web site and with the York University Libraries Web site
  • Observe restrictions on group study room ,  noise, food, drink and cell-phone use
  • Be considerate of the needs of others and treat the Library as a shared space
  • Observe any legal and contractual requirements relating to the use of library resources such as copyright restrictions
  • Plan for your information and printing needs in time to obtain the resources you need
  • Take advantage of opportunities offered by the library for acquiring information literacy skills
  • Assist the Library in the evaluation of resources and services

In addition, faculty can assist by:

· Providing reserve reading lists in advance to allow sufficient time to process the materials required

· Making recommendations re gaps in the collection

· Working with Librarians to develop instruction sessions

Service Benchmarks

  • The Library will endeavour to meet the following service levels when normal working conditions apply.
  • Library opening hours, including holidays, will be updated on our Web site regularly to ensure accuracy.  Library Hours are posted at entrance to the Library.
  • Computers, photocopiers, a scanner, a projector, and printing are available in the Library during opening hours. We respond promptly to any notifications of problems with these services.
  • Assistance with research will be available 90% of the time that the library is open.
  • Research services will be available face to face, via telephone, email, and instant messaging, and via guides available on the Bronfman Business Library Web site.
  • Reference librarians will prepare and teach information skills sessions, if at least two weeks notice is given.
  • The contents of the materials on the Bronfman Business Library Web site will be reviewed at least annually.
  • Every staff member will be given appropriate training for their position, including service excellence training.
  • In-house items for Reserve and eReserve collections will be made available within five week days.
  • We will conduct an annual review of the Reserve collection.
  • Items will be re-shelved with 24 hours of being returned from loan, or collected from within the library and with 98% accuracy.
  • Entire collection will be shelf read at least twice annually.
  • Items identified as missing from shelves will be searched three times within three weeks.
  • Items in the Bronfman Business Library storage area will be retrieved within 15 minutes of request unless we are short staffed.
  • 95% of all workstations will be operational at all times, subject to network availability.
  • Items sent for binding will be absent from the collection for a maximum of four weeks.
  • Complaints or user problems will normally receive a written or verbal response within three week days.
  • Enquiries concerning the application of the Lending Code will normally receive a response within four weeks and during that time privileges are re-instated until a decision is made.
  • Petitions and appeals will normally receive a response within two weeks.

Feedback from Users

The library obtains feedback on library collections and services in a variety of ways:

  • Participates in York University Libraries LibQUAL+ Surveys
  • Library instructions assessment forms
  • Web page suggestions link
  • Marketing research and focus groups
  • Informal suggestions and complaints.
  • Faculty liaison activities

Complaints Procedure

Your comments, suggestions and criticisms are important to us and help us to improve our collections and services. If you have a complaint:

  • Contact the staff member you have been dealing with in the first instance
  • If you believe the complaint cannot be resolved by that person, you can do one of the following
    • If the complaint is related to borrowing, fines, holds or reserves, contact the Circulation Coordinator
    • For all other complaints, including non-resolution of a complaint related to borrowing, fines and comments about staff etc. contact the Head of the Peter F. Bronfman Business Library.

You can expect a response within 3 week days of the submission of the complaint.

  Please send questions or comments to sbury@yorku.ca