Service Pledges

Resource Services Section

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Collection Development

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 

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

User Services Section

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Access Services (MMW Library Circulation Counter and TKOSC Library)

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	30 minutes (MMW) 5 minutes (TKOSC)
Inter-campus delivery	3 days

Research and Learning Support (MMW Library Information Counter)

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

System Services

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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