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Charter, Policies & Customer Service

The library aims to provide resources, services and expertise which will support all of our customers in pursuit of their learning, research and teaching.  To this end we have prepared a number of documents which demonstrate our commitment to delivering high quality and excellent services to our customers.

Customer Charter

The Customer Charter is a brief document which details our responsibility to our customers and what you can expect from us and our services.  It also establishes what we ask from our customers in return to help us to achieve these aims.

PDF: Customer Charter

Missions and Values Statement

Our goal is to provide high quality library services and resources in support of the education and research activities of the students and staff of the University and of our other customer groups.  The Mission Vision and Values Statement documents this goal and lists the values with which we hope to achieve it.

PDF:  Mission and Values Statement

Reaching the Wider Community

As a key University resource, the Library Outreach Programme seeks to engage the wider community through a variety of different membership possibilities and other activities.  These engagements are detailed in the Reaching the Wider Community document.

PDF:  Reaching the wider community

Standards of Service

The Standards of Service document details our commitment to ensuring a consistent and excellent delivery of service across the Library.

PDF: Standards of Service

As part of the Library's continued drive to offer transparency regarding all aspects of our service to customers, the following policies and regulations are available for consultation.  Currently, the policies are not available online so links to the documents in PDF format are provided. Hard copies can be made available on request.  

Communications Policy

Effective communication is essential in order to provide good customer service and to fulfil the standards of service set by the Library.  The Communications Policy aims to outline our commitment to effective communication by documenting the ways in which we communicate with our customers, our communication objectives and our ongoing endeavour to listen to and respond to our customers through consultation and feedback.

PDF: Communications Policy

Comments, compliments, complaints: Customer Feedback Policy

The Library makes every effort to provide a high standard of service to all of our customers.  However, in the event that you wish to comment on any aspect of the service, the Customer Feedback Policy will outline the process you can follow.

PDF: Customer Feedback Policy

Defaulters Policy

The HSC Defaulters Policy has been created in order to set down the responsiblities of The Healthcare Library Service and its customers in terms of loans, fines and charges.  The policy has been produced to establish clear guidelines for all library service points, which is essential if customers are to be treated fairly and consistently throughout the Library.  By detailing the variety of methods that customers can avail of to manage their loans and their library account, Library Services aims to encourage good library practice by customers.

PDF: HSC Defaulters Policy

Donations Policy

The Library is grateful to those who have made donations and who offer unsolicited material to the Library.  Many of the items are accepted, ranging from individual works presented by the author to substantial collections, would not otherwise by obtained by the Library and these make an important contribution to teaching, learning and research activites at Queen's.  The Donations Policy offers guidelines to help potential donors.

PDF: Donations Policy

Library Regulations

The purpose of the Library Regulations is to enable users to make the fullest use of the University's library resources, buildings and services.  The Regulations cover library access, conduct in the Queen's library sites, borrowing and other services and resources.

PDF: Healthcare Library Regulations

Resource Development and Management Policy

The Resource Development and Management Policy outlines Information Services' policy in relation to Library resources.  It includes general guidelines on their selection, management and rationalisation in support of teaching and research.

PDF: Resource Development and Management Policy

The Library has now achieved Customer Service Excellence Accreditation and is using this standard as a driver for continuous improvement throughout our services and to validate what we already do.

What is Customer Service Excellence (CSE) Accreditation?

CSE is an independent accreditation of the quality and standard of our customer care.  The standard is championed by the UK Government.  CSE covers all aspects of our engagement with our customers, from front-line and face-to-face support, to liaison and communication and how we engage with customers in developing our services and strategy.

What we are doing

As part of the CSE process we are committed to seeking feedback and opinions from our customer base.  To this end we propose actively seeking and using customer experience and feedback through a number of channels.

More information on CSE