Annua. DBS Library. Quality Manual 2013DBS Library

Transcription

1 Annua DBS Library Quality Manual 2013DBS Library

2 Contents Mission Statement 3 Customer Service Charter 3 Key s 4 Appendix 1 Quality Assurance in Libraries 9 2 P a g e

3 1. Mission Statement The mission of the Dublin Business School Library Services is to provide efficient, appropriate and effective information services to facilitate the learning, teaching and research objectives of the College. 2. Customer Service Charter Our commitment to our Library users is to: Provide a courteous, respectful, responsive and knowledgeable service. Provide a prompt and comprehensive service. Provide access to materials and information services appropriate to our users needs Provide open access to traditional and innovative resources and instruction in their use. Publicise the range of services available to users, their availability and methods of delivery and to advise users in a timely manner of any changes to services. Value users for their input by providing them with convenient means to submit comments and suggestions and by undertaking regular surveys of user evaluation and feedback. Provide equality of service provision to all users regardless of age, race, gender, nationality, educational background, physical limitations and any other criteria. Provide continuing professional development opportunities to Library Staff. Develop professional contacts and participate in information networks. Meet the requirements of privacy and copyright legislation. 3 P a g e

4 3. Key s (KPIs) As part of its commitment to continuous quality improvement, DBS Library has introduced performance indicators in order to ensure that the needs of Library users are being met to the highest standards. Performance indicators also ensure that the Library keeps abreast of innovations in library and information science and that the Library is a pleasant and satisfying environment for staff to work in. The Library s performance indicators will be updated on annual basis to reflect the introduction of new services and resources. The Head Librarian will assess the Library s success in meeting its performance indicators in its annual review. Information Services Performance Description of Performance KPI: 1 80% of Library users satisfied with the quality of the Library Service KPI: 2 90% of Library users satisfied with opening hours KPI: 3 Enquiries other than direct enquiries at the desk are answered within 24 hours KPI:4 80% of Library users with disabilities are satisfied with Library services provision KP1:5 Library Newsletter circulation bi-monthly Method of Measuring Annual Library Survey Annual Library Survey Annual Library Survey /Snapshot Survey Annual Library Survey and report from the Disabilities and Learning Support Officer Archive of issues maintained. 4 P a g e

5 Collection Development Performance Description of KPI: 6 100% of all book lists available on Moodle checked KPI: 7 A reference copy of all core textbooks is made available where no ebook version is available KPI: 8 Annual expansion of ebook collection KPI: 9 95% of web links in the Library Catalogue and the Library Website are accurate KPI: 10 85% of students agree that Library resources are appropriate for their needs KPI:11 60% of Library users e- Book purchase suggestions acquired Method of Measuring Checked against module timetable spread sheet Heritage report. Annual Dawsonera Report URL checking software/systems Librarian Annual Library Survey Annual Dawsonera report 5 P a g e

6 Physical Library Performance KPI: 12 KPI: 13 KPI: 14 KPI: 15 KPI: 16 Description of The Library sites are open 100% of advertised opening hours Information Desk is open 98% of Library opening Hours 95% of items returned from loan are re-shelved within 24 hours 80% of Library users are satisfied with Library facilities and equipment. Printing facilities available for 95% of opening hours Self-issue facilities available 95% of opening hours Method of Measuring Reported weekly by Reader Services Staff. Random count at end of the day or first thing in the morning. Annual Library Survey Desk log kept of down time Desk log kept of down time Innovation Performance KPI: 17 Description of Library widely publicises new innovations and receives a 70% approval rate for new services introduced during the year (eg Ask-a-Librarian) Method of Measuring Annual Library Survey. 6 P a g e

7 Digital Library KPI: 18 KPI: 19 KPI: 20 KPI: 21 The Library catalogue available 98% of time(2% downtime to allow for weekly index rebuild) Databases available online 100% of time 80% of all dissertations with a grade 2.1 made available on esource (where consent has been provided by the author) Ask-a-Librarian is online and monitored for 50% of Library opening hours (day times) Method of Recording Desk log of all down time Desk log of all down time Digitisation Librarian to crosscheck with the Examinations Office and report. Report form Ask-a-Librarian Document Delivery Performance KPI: 22 95% of information requests forwarded to document agency within one working day KPI: 23 95% of notices of availability of requested material forwarded to requestor within one working day Method of Recording ILL requests documented. ILL receipts documented. 7 P a g e

8 Information Skills Performance KPI: 24 KPI: 25 KPI: 26 KPI: 27 Description of 95% satisfaction with Information Skills classes 95% satisfaction with embedded Information Skills classes 95% satisfaction with Library inductions and tours 100% of students referred by Registrar s Office attend Referencing Classes Method of Recording IS survey after each class IS survey after each class Induction survey Register maintained by IS Librarian and the Registrar s Office 8 P a g e

9 Appendix 1 Quality Assurance in Libraries Quality Assurance may be defined as a set of actions that are taken to ensure that standards and procedures are adhered to and that delivered services meet performance targets. Individual service goals must be determined and quantifiable measurements established. Once Key s are defined, a timeframe and a method of measurement must be assigned to each. Quality assurance in our Library service is important for accountability, both internally and externally, in the competitive education market. With an ever increasing proliferation of online information resources for example; information skills training must reach all students, especially as we open up to new developments in distance learning. Moreover, a well designed and implemented quality assurance system for monitoring library services maintains focus on continuous improvement and user satisfaction. Quality assurance must focus on all facets of Library service, which may be subdivided as follows: Information Resources o Evaluate, select, acquire and licence new materials (both print and electronic) o Resources cataloguing, provide access to information via the Library catalogue and website o Provide federated search tools to promote access to electronic resources including journals, books and articles o Provision of physical access to collections held in other library sites o Ensure Library s involvement in planning and review of academic programmes 9 P a g e

10 Information Services o Provide co-ordinated, proactive services as a single Library service while still meeting individual site and faculty needs o Incorporate new technologies to enhance service delivery o Provide assistance to academic staff and students in fully utilising services and collections o Consult with academic staff and students about the development of collections and services o Development of user information literacy skills o Provide print and electronic guides to services and collections o Advertise the research strengths of the collection o Provide academic support to the teaching and research activities of each faculty Lending Services o Provision of loans services from all Library sites o Provide access to electronic reading lists o Provide Inter-Library Loan (ILL) services to staff and students Physical Environment o Provide suitable study spaces for individual and group study o Provide high-quality physical library environments, technologies and PCs o Provide secure and safe study environments o Provide improved facilities for users with disabilities o Provide responsive opening hours 10 P a g e

11 Quality Management o Provide a planning and continuous improvement framework for Library services o Manage resources in a cost-effective manner o Provide an innovative work environment o Provide effective staff development and training opportunities o Improve Library s marketing and communications functions Partnerships o Provide clear planning and strategy for comprehensive Library service provision to distant learners o Provide alumni access to Library services 11 P a g e