{"id":6434960,"date":"2011-11-21T10:49:36","date_gmt":"2011-11-21T10:49:36","guid":{"rendered":"http:\/\/www.library.yorku.ca\/ccm\/BG\/policies\/service-charter"},"modified":"2014-10-26T20:56:46","modified_gmt":"2014-10-26T20:56:46","slug":"service-charter","status":"publish","type":"page","link":"https:\/\/www.library.yorku.ca\/web\/bbl\/policies\/service-charter\/","title":{"rendered":"Peter F. Bronfman Business Library Service Charter"},"content":{"rendered":"<h1><span lang=\"EN-CA\"> Introduction<\/span><\/h1>\n<p class=\"MsoNormal\"><span lang=\"EN-CA\"> <span lang=\"EN-CA\">The service charter sets the scope and levels of service and facilities provided to the students, faculty and staff of<\/span> <span lang=\"EN-CA\">York<\/span> <span lang=\"EN-CA\">University<\/span> <span lang=\"EN-CA\">and the expectations for library client behaviour. The charter includes policies, service benchmarks, feedback mechanisms and complaints procedures.<\/span> 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.<\/span><\/p>\n<p class=\"MsoNormal\"><span lang=\"EN-CA\">We value your feedback on our performance.<\/span><\/p>\n<h3 class=\"MsoNormal\"><strong> <span lang=\"EN-CA\"><span lang=\"EN-CA\">Mission Statement<\/span><\/span><\/strong><\/h3>\n<p class=\"MsoNormal\"><span lang=\"EN-CA\"> <span lang=\"EN-CA\">The York University Libraries mission statement is:<\/span><\/span><\/p>\n<ul style=\"margin-top: 0cm\" type=\"disc\">\n<li class=\"MsoNormal\"><span lang=\"EN-CA\" style=\"color: black\">To pursue, preserve and disseminate knowledge;<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\" style=\"color: black\">To meet the challenges of evolving technologies for our diverse community through leadership and innovation;<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\" style=\"color: black\">To advance teaching, learning and research at<\/span> <span lang=\"EN-CA\" style=\"color: black\">York<\/span> <span lang=\"EN-CA\" style=\"color: black\">University<\/span> <span lang=\"EN-CA\" style=\"color: black\">by building quality collections and services for present and future generations.<\/span><\/li>\n<\/ul>\n<h3><span lang=\"EN-CA\">Peter F. Bronfman Business Library Motto<\/span><\/h3>\n<p class=\"MsoNormal\"><span lang=\"EN-CA\">If it is only difficult, it is done; if it is impossible we shall see. <em>Charles-Alexandre de Calone, Minister of Finance to Louis XVI<\/em><\/span><\/p>\n<table class=\"MsoNormalTable\" style=\"border-collapse: collapse\" border=\"1\" cellspacing=\"0\" cellpadding=\"0\">\n<tbody>\n<tr>\n<td style=\"border: 1pt solid windowtext;padding: 0cm 5.4pt;width: 221.4pt\" valign=\"top\" width=\"295\">\n<h2><strong><span lang=\"EN-CA\">We will:<\/span><\/strong><\/h2>\n<\/td>\n<td style=\"border-style: solid solid solid none;border-width: 1pt 1pt 1pt medium;border-top: 1pt solid windowtext;border-right: 1pt solid windowtext;border-bottom: 1pt solid windowtext;padding: 0cm 5.4pt;width: 221.4pt\" valign=\"top\" width=\"295\">\n<h2><strong> <span lang=\"EN-CA\">We respectfully ask you to:<\/span><\/strong><\/h2>\n<\/td>\n<\/tr>\n<tr>\n<td style=\"border-style: none solid solid;border-width: medium 1pt 1pt;border-left: 1pt solid windowtext;border-right: 1pt solid windowtext;border-bottom: 1pt solid windowtext;padding: 0cm 5.4pt;width: 221.4pt\" valign=\"top\" width=\"295\">\n<ul style=\"margin-top: 0cm\" type=\"disc\">\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Provide courteous, prompt and accurate service to every customer<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Listen to your concerns, take appropriate action and seek and be responsive to feedback<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Collect and manage resources efficiently to support teaching, learning and research<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Provide skilled assistance to help locate resources and information<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\"><span lang=\"EN-CA\">Provide access to technologies to support library collections and services<\/span><\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Endeavour to provide equitable access to information and services for teaching, learning and research, independent of resource format and location<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Provide opportunities for instruction about our resources and help library clients to develop information literacy skills as a basis for independent, life-long learning<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Provide a current dynamic Library Web site to guide you to information<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Maintain a comfortable and quiet environment with a variety of facilities and equipment that are conducive to study and research<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Assist library clients with special needs<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Liaise with faculty to ensure Library services and resources support teaching and research<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Publicize services and communicate with you about our services and resources<\/span><\/li>\n<\/ul>\n<\/td>\n<td style=\"border-style: none solid solid none;border-width: medium 1pt 1pt medium;border-right: 1pt solid windowtext;border-bottom: 1pt solid windowtext;padding: 0cm 5.4pt;width: 221.4pt\" valign=\"top\" width=\"295\">\n<ul style=\"margin-top: 0cm\" type=\"disc\">\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Read and observe the Library's Rules of the House<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\"><span lang=\"EN-CA\">Treat staff courteously<\/span><\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Return all resources in good condition by the end of the loan period or earlier, if recalled<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Read and respond to Library notices in a timely manner<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Respect Library resources, equipment and environments, help conserve them and notify staff if they are damaged<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Visit\u00a0the Bronfman Business Library\u00a0 Web site and \u00a0the York University Libraries Web site<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Observe policiess on <a title=\"\" href=\"\/ccm\/BG\/groupstudy.htm\" target=\"\">group study room<\/a> ,<a href=\"http:\/\/www.library.yorku.ca\/cms\/bbl\/policies\/food\/\">\u00a0 noise, food, drink<\/a> and <a href=\"http:\/\/www.library.yorku.ca\/cms\/bbl\/policies\/noise\/\">cell-phone use<\/a>\u00a0and dispose of waste in appropriate receptacles<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Be considerate of the needs of others and treat the Library as a shared space<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Observe any legal and contractual requirements relating to the use of library resources such as copyright restrictions<\/span><\/li>\n<li class=\"MsoNormal\">To not leave your research needs or printing to the last minute<\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Take advantage of opportunities offered by the library for acquiring information literacy skills<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Assist the Library\u00a0to enhance its services and resources by providing feedback<\/span><\/li>\n<\/ul>\n<p class=\"MsoNormal\" style=\"margin-left: 18pt\"><span lang=\"EN-CA\">In addition, faculty can assist by:<\/span><\/p>\n<p class=\"MsoNormal\" style=\"margin-left: 54pt;text-indent: -18pt\"><span lang=\"EN-CA\" style=\"font-family: Symbol\">\u00b7<\/span> <span lang=\"EN-CA\">Providing reserve reading lists in advance to allow sufficient time to process the materials required<\/span><\/p>\n<p class=\"MsoNormal\" style=\"margin-left: 54pt;text-indent: -18pt\"><span lang=\"EN-CA\" style=\"font-family: Symbol\">\u00b7<\/span> <span lang=\"EN-CA\">Making recommendations re gaps in the collection<\/span><\/p>\n<p class=\"MsoNormal\" style=\"margin-left: 54pt;text-indent: -18pt\"><span lang=\"EN-CA\" style=\"font-family: Symbol\">\u00b7<\/span> <span lang=\"EN-CA\">Working with Librarians to develop instruction sessions<\/span><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h3><span lang=\"EN-CA\">Service Benchmarks<\/span><\/h3>\n<p>The Library will endeavour to meet the following service levels when normal working conditions apply.<\/p>\n<ul>\n<li><span lang=\"EN-CA\"> <span lang=\"EN-CA\">Library opening hours, including holidays, will be updated on our Web site regularly to ensure accuracy.<\/span>\u00a0 Library Hours are posted at entrance to the Library.<\/span><\/li>\n<li><span lang=\"EN-CA\">Computers, a photocopier, \u00a0scanners, \u00a0projectors, and printing are available in the Library during opening hours.<\/span> We respond promptly to any notifications of problems with these services.<\/li>\n<li><span lang=\"EN-CA\"> Assistance with research will be available at least 90% of the time that the library is open.<\/span><\/li>\n<li><span lang=\"EN-CA\">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.<\/span><\/li>\n<li><span lang=\"EN-CA\">Reference librarians will prepare and teach information skills sessions, normally expecting\u00a0two weeks notice.<\/span><\/li>\n<li><span lang=\"EN-CA\">The contents of the materials on the Bronfman Business Library Web site will be reviewed at least annually.<\/span><\/li>\n<li><span lang=\"EN-CA\">Every staff member will be given appropriate training for their position, including service excellence training.<\/span><\/li>\n<li><span lang=\"EN-CA\">In-house items for Reserve and eReserve collections will be made available within five week days.<\/span><\/li>\n<li><span lang=\"EN-CA\">We will conduct an annual review of the Reserve collection.<\/span><\/li>\n<li><span lang=\"EN-CA\">Items will be re-shelved with 24 hours of being returned from loan, or collected from within the library.<\/span><\/li>\n<li><span lang=\"EN-CA\">Entire collection will be shelf read at least twice annually.<\/span><\/li>\n<li><span lang=\"EN-CA\">Items identified as missing from shelves will be searched three times within three weeks.<\/span><\/li>\n<li><span lang=\"EN-CA\">Items in the Bronfman Business Library storage area will be retrieved within 15 minutes of request unless we are short staffed.<\/span><\/li>\n<li><span lang=\"EN-CA\">95% of all workstations will be operational at all times, subject to network availability.<\/span><\/li>\n<li><span lang=\"EN-CA\">Items sent for binding will be absent from the collection for a maximum of four weeks.<\/span><\/li>\n<li><span lang=\"EN-CA\"><span lang=\"EN-CA\">Complaints or user problems will normally receive a written or verbal response within three week days.<\/span><\/span><\/li>\n<li><span lang=\"EN-CA\">Enquiries concerning the application of the<a href=\"http:\/\/www.library.yorku.ca\/web\/ask-services\/borrow-renew-return\/\"> Lending Code<\/a> will normally receive a response within four weeks and during that time privileges are re-instated until a decision is made.<\/span><\/li>\n<li><span lang=\"EN-CA\">Petitions and appeals will normally receive a response within two weeks.<\/span><\/li>\n<\/ul>\n<h3><strong> <span lang=\"EN-CA\">Feedback from Users<\/span><\/strong><\/h3>\n<p class=\"MsoNormal\"><span lang=\"EN-CA\">You can provide\u00a0feedback on library collections and services in a variety of ways:<\/span><\/p>\n<ul style=\"margin-top: 0cm\" type=\"disc\">\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Participates in<\/span>\u00a0Library surveys, focus groups etc. including the\u00a0<span lang=\"EN-CA\">\u00a0<a href=\"https:\/\/www.libqual.org\/home\">LibQUAL+ Surveys<\/a><\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Respond to Library instructions student evaluation\u00a0forms<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">Use the Web page <a href=\"http:\/\/www.library.yorku.ca\/web\/bbl\/suggestions\">suggestions link<\/a><\/span><\/li>\n<li class=\"MsoNormal\">Place suggestions or comments in the Suggestion Box we provide in the library at the front desk<\/li>\n<li class=\"MsoNormal\">Share informal suggestions and complaints with staff and\/or Head of the Peter F. Bronfman Business Library<\/li>\n<li class=\"MsoNormal\">Faculty may choose to offer feedback by communicating with their relevant assigned <a href=\"http:\/\/www.library.yorku.ca\/web\/bbl\/liaison\/\">\u00a0subject liaison\u00a0librarian<\/a><\/li>\n<\/ul>\n<h3><span lang=\"EN-CA\">Complaints Procedure<\/span><\/h3>\n<p class=\"MsoNormal\"><span lang=\"EN-CA\">Your comments, suggestions and criticisms are important to us and help us to improve our collections and services.<\/span> If you have a complaint:<\/p>\n<ul style=\"margin-top: 0cm\" type=\"disc\">\n<li class=\"MsoNormal\"><span lang=\"EN-CA\"> <span lang=\"EN-CA\">Contact the staff member you have been dealing with in the first instance<\/span><\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">If you believe the complaint cannot be resolved by that person, you can do one of the following<\/span><\/li>\n<li>\n<ul style=\"margin-top: 0cm\" type=\"circle\">\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">If the complaint is related to borrowing, fines, holds or reserves, contact the Circulation Coordinator<\/span><\/li>\n<li class=\"MsoNormal\"><span lang=\"EN-CA\">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.<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p class=\"MsoNormal\"><span lang=\"EN-CA\">You can expect a response within 3 week days of the submission of the complaint.<\/span><\/p>\n<p>\u00a0 Please send questions or comments to Xuemei Li <a href=\"mailto:lixuemei@yorku.ca\">lixuemei@yorku.ca<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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. 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