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
Service Goal
Processing rush orders of items (except orders which require special approval or quotation) 1 day
Processing batch orders of EdUHK course textbooks and recommending reading 7 days
Processing normal orders from Departments 10 days
Information Management 
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 support hours
Availability of public PC workstations All stations available during support hours
Availability of AV workstations All stations available during support hours
Availability of technical supports All stations available during support hours