University of St Andrews Library Helpdesk Services Customer Service Charter

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.

You will:

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

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.

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.

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.

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.