〉 Library Service Charter
The Library Service Charter outlines the services that the library renders to customers. It is aimed at enhancing the level of awareness on the role of the Library; its vision, mission, core activities and set standards of service.
The Gwanda State University Library is committed to providing a high-quality service to all users, including students, staff, researchers, and members of the public. Everyone has the right to access information and knowledge, and the Library is committed to making its resources and services as accessible as possible.
STRATEGIC GOALS
- To provide dynamic library collections that support research, teaching and learning requirements of the University.
- To develop virtual spaces that facilitate use and discovery of library resources and services by a wide range of users.
- To facilitate increased use, access and management of library resources and collections through efficient and effective utilization of Information Communication Technologies.
- To provide high quality services through active participation in the university's quality assurance processes.
- To develop and build strategic collaborations which positively impact the University.
SERVICES OFFERED
Provision and dissemination of information through the following services
|
GSU LIBRARY COMMITMENT
PATRON RESPONSIBILITIES
In return for our commitment to providing a high-quality service, we ask that you:
- Respect the rights of other users to a quiet and comfortable environment.
- Treat library staff and other users with courtesy and respect.
- Use library materials and resources responsibly.
- Comply with library policies and procedures.
COMMITMENT TO SERVICE DELIVERY
FEEDBACK
CUSTOMER SERVICE CHARTER - COMMITMENT TO SERVICE DELIVERY
| SERVICES RENDERED | REQUIREMENTS | CHARGES | TIMELINE |
|---|---|---|---|
| Student Registration | University student ID Student and or personal email Student details |
Nil | 3 Minutes |
| Staff Registration | University Staff ID Corporate and or personal Email Staff Details |
Nil | 5 Minutes |
| Orientation/ Induction | Request / Schedule Virtual link or face to face |
Nil | 1 Hour |
| Clearance | Clearance Form Patron University ID Patron account |
Nil | 5 Minutes |
| Lending | Patron University ID Patron Account Book(s) |
Nil | 2 Minutes |
| Reference & enquiry services | Request physically / Ask a Librarian | Nil | 2 Minutes |
| Online / Virtual Reference Services | Online device Logged in library website On library social media hangers |
Nil | Within 2 Seconds |
| Library ICT user support | University ID | Nil | 10 Minutes |
| Answer phone call | Pen and Notebook | Nil | Within 20 Seconds |
| Respond to phone call Enquiries | Pen and Notebook | Nil | Within 10 working days More complex within 20 working days |
| Information Literacy Training including E- resources, Referencing and citation | Request Scheduled | Nil | +/- 2 Hours |
| Allocate/Use of Computers | University ID Booking Register |
Nil | 2 Minutes |
| Allocate/Use of Study Carrels | University ID (Staff & Students) | Nil | 2 Minutes |
| Allocate / Use of Reading Room | University ID (Staff & Students) Booking Register |
Nil | 2 Minutes |
REVIEW
To ensure this charter continues to reflect the GSU community needs and expectations, will be reviewed regularly for currency and a major review will be undertaken every two years.