Service standards

Our service standards outline the level of service that can be expected from library staff.

Overarching commitments:1

Service standards:2

Theme Standards
Communication
These standards apply during the regular work week (excludes weekends, University holidays and days the University is closed).
  • We will promptly advise of issues or problems that affect the use of our services and facilities via a variety of communication channels
  • Patrons will wait no longer than two minutes in line at the desk for circulation service when the desk is open
  • Patrons will wait no longer than five minutes in line at the desk for reference service when the desk is open
  • Email inquiries and feedback will receive an acknowledgement within 24 hours
  • Voicemail messages will be acknowledged within 24 hours
  • Chat requests will be acknowledged within five minutes during chat operating hours
  • Out-of-office messages for phone and email will refer to an appropriate alternate contact
Collections
  • 90% all items will be reshelved within 24 hours of being returned to their home location
  • If items with requests are declared missing, patrons will be notified within 24 hours if they need to take further action to obtain the resource
  • Items placed on hold within the TriUniversity Group of Libraries will be available within three weekdays
  • Newly-acquired Waterloo material that is being catalogued will be made available to the user within five weekdays of the hold being placed
Environment
  • The Library will be open during advertised opening hours3
  • Daily weekday checks will be carried out in the Davis Centre Library to ensure study space guidelines are followed
  • The Library will foster a welcoming and safe environment for all
  • 95% of library equipment will be in proper working order
Access
  • 24/7 access to the catalogue will be available for 99% of the time, not including scheduled downtime with warning
  • Research and instructional support will be provided in a range of appropriate formats through a variety of methods to meet the individual needs of our patrons

Let us know how we did! Use Ask us to provide feedback on our services.

1 These expectations pertain to library staff-patron interactions as well as library staff-library staff interactions.

2 These expectations pertain to the Library’s public space as well as library staff-patron interactions.

3 When this is not possible (typically due to a weather-related emergency) the Library’s home page and the message on the Library’s main phone menu will be updated to indicate that the Library is closed.

For problems, questions, and feedback ask us