Client Service Charter
Library mission
The University of the Sunshine Coast Library mission is to provide quality services and collections that support the teaching, research and scholarship activities of the University.
We recognise that we need to work in partnership with our clients to ensure that Library services, resources and facilities meet our clients’ needs.
Our commitment to all clients is to:
- ensure that service points are staffed by staff with the appropriate skills and training to provide advice on library services and guidance and instruction in the selection and use of library and information resources
- provide courteous, prompt and accurate service
- provide mechanisms for providing feedback on library services, resources and facilities
- be responsive to clients' needs and expectations and respond to client feedback in a timely manner
- maintain open access for community members for the purposes of study and research
- make 95 percent of items available within 2 working days of receipt by the Library
- re-shelve material within two working days of return
We ask that you:
- show consideration for other library clients and staff including maintaining reasonable noise levels in the Library
- observe copyright legislation
- return all resources in good condition on or before the due date
- provide constructive feedback on library services and resources to assist us to respond to your needs and continue to improve our service
Our commitment to USC Teaching and Research staff is to:
- develop collections that support the teaching and research activities of the University through collaborative collection development and effective and efficient resource management
- support the research activity of the University by providing specialised advice and training
- supplement the Library collection through the provision of a document delivery and inter library loan service
- support students to become independent learners in accordance with the USC graduate attributes through the Information Literacy strategy
We ask that you:
- submit impact statements and provide updates of changes to prescribed texts and essential readings by designated dates
- work with library staff to identify and select resources when developing or revising courses
- participate in the collection development process by making suggestions for purchase and providing feedback on resources
- work with library staff to integrate or embed information literacy into course curricula
Our commitment to USC students is to:
- develop collections that support student learning
- provide 24/7 access to a range of online resources to support the University’s e-learning initiatives
- provide access to 100 percent of obtainable items listed in course outlines
- provide access to a copy of each prescribed text and essential or required reading in the Reserve Collection or via e-reserve
- provide guidance and training in the use of library and information resources
- provide guidance and training to support the development of the necessary skills to become an independent learner in accordance with the USC graduate attributes
- provide specialised advice and training for research postgraduate and honours students
- supplement the collection through the provision of a document delivery and inter library loan service for research postgraduate and honours students and meet 95 per cent of requests.
- process inter-site requests within one working day
- provide a range of facilities for individual and group study including designated silent study areas
- facilitate access to the online resources through the provision of a combination of networked workstations, wireless access and laptops that may be borrowed
We ask that you:
- take advantage of available learning opportunities to develop the skills that you need to become an independent learner
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