Service Pledges

EdUHK Library Service Pledges

Effective 1 April 2014

Access Services (MMW Library Circulation Counter and TKOSC Learning Commons)

Service
Goal
Maximum waiting time at counter 5 minutes
Responding to in-person/telephone enquiries Immediate
Responding to written enquiries 1 day
Shelving returned books 3 days
Shelving returned Reserve items Twice a day
Shelving newly arrived materials 3 days
Fetching close stack items MMW: 30 minutes
TKOSC: 5 minutes
Inter-campus delivery 3 days


Academic and Learning Support (MMW Library Information Counter)

Service
Goal
Responding to in-person/telephone reference enquiries Immediate
Responding to reference enquiries in writing 1 day
Providing tailor-made workshops 7 days
Completing online search requests 5 days
Setting up Article Alerts for requesters 2 days
Shelving new reference materials 1 day


Collection Development (Ordering of Library Materials)

Service
Goal
Processing RUSH orders of items 1 day
Processing batch orders of EdUHK course textbooks and recommending reading
7 days
Processing normal orders from Departments 10 days


Information Management (Cataloguing of Library Materials)

Service
Goal
Rush cataloguing of EdUHK course textbooks and recommended readings
7 days
Rush cataloguing of books requested by users 2 days
Rush cataloguing of media items requested by users 7 days
Cataloguing of normal print books and media 15 days
Cataloguing of new print journals 3 days
Cataloguing of new e-books
5 days upon receipt of MARC records
Cataloguing of new e-journals
5 days upon receipt of MARC records


System Services

Service
Goal
Availability of Library Website
All time when EdUHK Network is normal
Availability of library online applications All time during office hours on weekdays
Availability of public PC workstations All stations available during office hours on weekdays
Availability of AV workstations All stations available during office hours on weekdays
Availability of technical supports All time during office hours on weekdays