Service Pledges

This page summarises a list of services and their corresponding goal.

Access Services (MMW Library Circulation Counter and TKOSC Library)

Maximum waiting time at counter5 minutes
Responding to in-person/telephone enquiriesImmediate
Responding to written enquiries1 day
Shelving returned books3 days
Shelving returned Reserve itemsTwice a day
Shelving newly arrived materials3 days
Fetching close stack items30 minutes (MMW)
5 minutes (TKOSC)
Inter-campus delivery3 days

Academic and Learning Support (MMW Library Information Counter)

Responding to in-person/telephone reference enquiriesImmediate
Responding to reference enquiries in writing1 day
Providing tailor-made workshops7 days
Completing online search requests5 days
Setting up Article Alerts for requesters2 days
Shelving new reference materials1 day

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 reading7 days
Processing normal orders from Departments10 days

Information Management 

Rush cataloguing of EdUHK course textbooks and recommended readings7 days
Rush cataloguing of books requested by users2 days
Rush cataloguing of media items requested by users7 days
Cataloguing of normal print books and media15 days
Cataloguing of new print journals3 days
Cataloguing of new e-books5 days upon receipt of MARC records
Cataloguing of new e-journals5 days upon receipt of MARC records

System Services

Availability of Library WebsiteAll time when EdUHK Network is normal
Availability of library online applicationsAll time during support hours
Availability of public PC workstationsAll stations available during support hours
Availability of AV workstationsAll stations available during support hours
Availability of technical supportsAll stations available during support hours
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