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About Us

Information about Library Services.

Our standards

These are the standards that we aim to reach as a service. We will report annually on how well we have done in the spring of each year.

*These standards are affected by COVID-19 related practices or restrictions. We are therefore not able to adhere to this standard at the current time. We believe these targets will become relevant again in the future, and will reinstate them as live standards as the situation allows.

Commitment

Target

Progress

We will provide a welcoming and accessible library environment with 99% of building defects or cleanliness issues reported to the University Estates Helpdesk within one working day of us becoming aware.

99%

 

We will be open for at least 99% of our advertised opening hours.

99%

 

At Colchester at least 90% of all loans and returns will be via self-service.*

90%

 

All items returned to the library will be reshelved within 72 hours.*

90%

 

We will acknowledge all email enquiries received via libline@essex.ac.uk within 2 hours and will send a personalised response within 3 working days.

100%

 

We will claim 98% of all live chats within 1 minute.

98%

 

We will answer 98% of all live phone calls to 3192 during staffed hours. Where a voicemail is left we will respond within 1 working day.

98%

 

We will respond to 90% of texts to the Colchester Noiseline within 15 minutes of receipt during staffed hours.

90%

 

We will resolve 80% of enquiries received at the Helpdesk or via chat at the first point of contact.

80%

 

We will notify users of planned interruptions to usual service (online or physical) via social media and our website, giving at least 24 hours' notice where possible.

90%

 

We will ensure that 90% of available items held in our closed access stores at Colchester will be accessible within 48 hours of a request being made, Monday to Friday.*

90%

 

We will make 90% of inter-campus loan requests available within 5 working days.*

90%

 

We will provide an initial response within 3 working days to 90% of all comments, suggestions and complaints.

90%

 

For modules where we have been made aware of a student with accessibility needs, we will provide all essential items on the reading list in an accessible format within 1 month of notification.

90%

 

For students who require alternative formats for accessibility reasons, we will provide 90% requests in an electronic version in a preferred format where this is available within 2 weeks.

90%

 

We will ensure that library search is available for use for 99% of scheduled uptime with the exception of circumstances beyond our control.

99%

 

We will work with academic schools and departments to ensure all essential items on reading lists are available online.

90%

 

Where items are available online, we will make 95% of books on reading lists available for access within 2 weeks of the item being ordered.

95%

 

For print items, we will make 80% of books on reading lists available on the shelves within 4 weeks of the item being ordered.*

80%

 

We will review 95% of reading lists on Talis within 3 months of publishing.

95%

 

We will process at least 95% of interlibrary loan requests within 3 working days of receiving the request.

95%

 

We will process at least 80% of eligible digitisation requests for reading list resources and scan & deliver requests within 5 working days of receiving the request.

80%

 

We will aim for our workshops and information literacy sessions to be rated "great" or "good" by 90% of attendees.

90%

 

We will offer 1:1 consultation opportunities to all students at the University. At times when the automatic booking system cannot offer a suitable slot to students, we will offer an alternative slot within 5 working days.

100%

 

We will provide a minimum of 10 training sessions throughout the academic year for PGRs and ECRs in areas across the research lifecycle in collaboration with the REO and the UK Data Archive.

100%

 

We will promote Open Research to researchers through online resources and promotional materials. This will include developing new online tutorials and communicating with our users about new read and publish deals within 3 weeks of them being available.

100%

 

Members of library staff will take part in at least 20 hours of training and CPD activities a year (on average/pro rata for part time staff).

100%