SERVICES LEVEL STANDARDS - Library & Historical Services

COMMITMENT TO SERVICE

We are committed to services that will:

• Provide cultural, educational and recreational material to meet the needs of the community.
• Complement the information resources of local schools and businesses.
• Provide access to and dissemination of information.
• Sustain the highest standards of professional ethics.
• Keep pace with current technological and library industry developments.
• Select, acquire and maintain resources based on community needs.

WHAT SERVICES DO WE PROVIDE?

Books, magazines, CDs, audio cassettes, videos, DVD and CD-ROM with an extended collection through Shorelink.
Childrens resources and events.
Reference and information services including Community and Council Information and historical publications.
Housebound services.
Internet, PCs and printing.
Writers at Stanton, the Bill Coppell Young Writers Award, Seniors Week activities and a range of events.
Local studies resources and events, Museums and historical exhibitions.

STANDARDS OF SERVICE

To measure our progress in achieving our commitment to service we have established measurable standards of service. These are:

Enquiries

We are working to provide you with appropriate and accurate information services. We aim to satisfy 90% of general enquiries on the same day. Complex information queries will be answered within seven days and local studies requests within 14 days.

Library Collection

We will evaluate and provide a balanced and wide range of titles to meet customer's needs.
We will replace at least 8% of the collection with new items each year.
A second copy will be purchased when any item has four reservations and a third copy when any item has eight reservations.
We have a Library Collection Development Policy that states the philosophy and procedures for purchasing library materials. The policy is available for perusal at the Information Desk.

Requests

Requested items not held in the library collection will be either purchased or borrowed from another library within Australia and you will be notified of the action taken to satisfy your request within two weeks.
Items received but not catalogued will be available within three working days after a hold is placed.

Waiting times

We aim to keep you waiting at the Loans Desk for no longer than two minutes and at the Information Desk and Local Studies Desk for no more than five minutes before being assisted.
We provide sufficient computer terminals to ensure that in the usual operation of the library users have:

• ready access to the library's catalogue
• access to the Internet within four hours of booking
• access to CD-ROM reference PCs within one hour

New borrowers will be registered and given a library card within 10 minutes of completing their form.
Those eligible for the Home Library Service will be provided with this service within three months.

QUALITY SERVICES

We aim to provide quality library and historical services and facilities by:

• Developing policies and setting standards of service
• Catering for a broad range of community needs.
• Continually improving collections and services.
• Keeping the community informed of its history and ensuring history is preserved for the future.
• Keeping up to date with developments in library and information technology
• Networking with other library services, government agencies and peak bodies.
• Ensuring occupational health and safety standards are met.
• Adhering to statutory regulations.

ACCESS

Stanton is accessible for people with disabilities. Disabled parking is located nearby, a hearing loop is operational for public events and a TTY telephone is available at the Information Desk. The Open Book PC computer assists readers with sight impairment, dyslexia or intellectual disabilities by converting text to voice. We also provide a home library service for those who are unable to visit the library and an outreach service for children=s groups in the North Sydney area.

Stanton is open for a wide range of hours including weekends and evenings and provides information on the Internet for remote users. Historical information is accessible in print and electronic format.

Don Bank and Sexton's Cottage Museum, because of the historical nature of the buildings may provide some access problems. All historical events attempt to provide some activities suitable for the disabled.

WHO ARE OUR CUSTOMERS?

North Sydney residents, workers and students.
Members of Shorelink and other libraries as part of a reciprocal arrangement.
The public.
Businesses located in North Sydney.

WHAT WE ASK OF YOU

We ask all library and historical services users to:

• Be considerate of other patrons.
• Return books and other library items on time.
• Behave responsibly in the library.
• Be responsible for all children in your care.
• Adhere to copyright requirements.
• Look after library and historical materials and resources.
• Pay for loss or damage caused to any item in your care.
• Use the Internet in a manner that is not likely to offend other library users.

HOW YOU CAN HELP

We regularly review our services to ensure continuous improvement. Feedback from our customers can assist us in best meeting the needs of our community. We welcome your comments and suggestions.

Please let us know if you experience any problems with our service. We will endeavour to resolve any difficulties promptly and efficiently. The procedure is available in our complaints policy. A copy is available at the Information Desk.