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Service Agreement

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The following is an agreement for the delivery of services by the English Faculty Library to its registered members.

Staffed Opening hours

The Library will:

  • Be open 9.00-7pm Monday to Friday during term; Saturday and Sunday during term and occasionally until 10.00 pm as advertised.
  • Be open 9.30 am-5pm Monday to Friday during vacation.
  • Close occasionally for stock check and other staffing-related reasons, but these times will be advertised 5 working days in advance if at all possible.

Enquiries

Library Services staff will:

  • Provide guidance and training for subject related enquiries
  • Provide support and training in the use of the library catalogue
  • Provide support and assistance in making use of tools to manage information
  • Respond to straightforward enquiries as soon as possible and normally within the working day
  • Respond to enquiries involving significant research or specialist knowledge within 24 hours of receipt (Monday to Friday) – or longer depending on the nature of the request but with some initial contact to be made within 24 hours.
  • Will upload scanned documents to the CamTools site for academics and supervisors on the same working day, provided materials are in the Library by 11.00 am and have full bibliographic information provided
  • Will confirm room and training session bookings within 48 hours
  • Will guarantee to process online payments of fines same working day Monday-Friday, and within 48 hours over the w/e.
  • Not undertake research on behalf of its members.

Book recommendations

Library Services staff will:

  • Respond to a book purchase request within 48 working hours of receipt.
  • Order a book recommended for purchase within 3 working days if sufficient funds are available.
  • Ensure that urgently requested material will be available for borrowing within 2 working days of receipt.

 

Shelving

Library Services staff will:

  • Shelve items returned from loan or consulted in the Library on a daily basis
  • Aim to ensure that all material is correctly shelved and tidied regularly.
  • Complete an annual stocktake.

 

Assistance for customers with additional support requirements

Assistance will be given to users with physical disabilities and/or with additional support requirements who are unable to retrieve material from the shelves themselves or for whom specific areas of the Library are inaccessible for safety reasons or lack of appropriate access. This includes:

  • Agreed loan concessions for registered disabled students
  • An agreed level of access to all floors of the Library via the Faculty lift
  • Assistance by staff for users with visual impairments
  • Advice on access to the Library and its services
  • Advice on literature searching and library use
  • Provision of disabled toilets within the library on ground and first floors
  • Provision of closed space eg Discussion Room or IT Training Suite if required

For further information users should:

Contact the Library staff (efllib@hermes.cam.ac.uk) and refer to documentation on the University’s Disability Resource Centre website: http://www.admin.cam.ac.uk/univ/disability/

 


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