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SAULCAT - St Andrews University Library Catalogue
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University of St Andrews Library
Helpdesk Services
Customer Service Charter

Enquiries, support and outreach

Our commitment to you.

We will:

  • Provide services which are driven by user needs and feedback, and we will monitor our performance against a range of service standards.
  • Treat all of our users with respect and courtesy and will value diversity, ensuring opportunity for all.
  • Communicate with our users in a clear, accurate and timely manner.
  • Provide Service Desks run by helpful, friendly and knowledgeable staff.
  • Provide a variety of means of interacting with us.
  • Provide subject-specific support to staff and students of the University.
  • Respond appropriately to all complaints.
  • Keep your personal details secure in accordance with Data Protection legislation.
  • Collaborate with partners within the Library and across the University to develop and enhance services.
  • Encourage you to communicate your views and regularly review services in light of feedback and suggestions.
  • Run regular Orientation sessions for new students.
Your commitment to the Library.

You will:

  • Treat all Library staff with consideration and respect.
  • Read and where appropriate respond to all personal communications from the Library.

Access to resources

Our commitment to you.

We will:

  • Support learning, teaching and research by facilitating access to an appropriate range of electronic and print resources.
  • Allow rapid self-service loans, renewals, requests and returns.
  • Run a timely and reliable delivery service from our Store.
  • Support your individual learning and research needs by considering all suggestions made to our morebooks@st-andrews.ac.uk service.
  • Help you access resources available from other libraries through collaborative arrangements.
Your commitment to the Library.

You will:

  • Treat our resources with care and respect and abide by the relevant terms of use and copyright agreements.
  • Check your Library account regularly to know when your items are due for return.
  • Return items on time, respecting the needs of other users.

Spaces

Our commitment to you.

We will:

  • Provide a range of attractive, safe and comfortable learning and research spaces (including silent, group and individual study spaces).
  • Look after the safety and wellbeing of our users.
  • Monitor behaviour and enforce rules for the benefit of all users.
  • Support the student community by facilitating advertising and sales for student societies and events.
Your commitment to the Library.

You will:

  • Carry your ID/membership card at all times when visiting our Libraries and never lend it to anyone else.
  • Contribute to an environment conducive to learning and research.
  • Only eat and drink in the designated zones and respect all behavioural rules.
  • Keep any valuable possessions safe with you at all times and not reserve study spaces for unreasonable amounts of time.