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 reference enquiries in writing  Immediate
Responding to written enquiries 1 days
Shelving returned Reserve items Twice a day
Shelving newly arrived materials  3 days
Fetching close stack items  MMW: 30 mniutes
TKOSC: 5 minutes
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 days
 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
 Inter-campus delivery  3 days
Collection Development (Ordering of Library Materials)
Service Goal
Processing RUSH orders of items 1 days
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
R ush 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