Pao Yue-kong Library, The Hong Kong Polytechnic University, Hung Hom, Kowloon, Hong Kong
Privacy Statements
Library Performance Pledges 2008/2009
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| Circulation Services | ||
Priority services for the disabled |
Immediate | 100% |
Attending to users at Circulation Counters |
Within 4 minutes |
96% |
Sorting/Re-shelving of used or returned books and serials |
Within 24 working hours | 96% |
Responding to customer enquiries |
Within 24 working hours | 98% |
1st search for items not on shelf and reply |
Within 36 working hours | 100% |
Issuing of user tickets |
Immediate | 95% |
Delivery of items requested via HKALL |
Within 2-3 working days | 95% |
| Information & User Services | ||
Enquiries handling |
||
in person/by phone |
Immediate | 100% |
in writing |
Within 24 working hours | 99% |
Responding to user suggestions |
Within 24 working hours | 99% |
Providing tailor-made library workshops |
5 working days notice | 99% |
| Interlibrary Loan & Document Delivery Services | ||
Items obtained from local libraries |
||
books |
Within 8 working days | 90% |
articles |
Within 6 working days | 90% |
Items obtained from major overseas suppliers |
||
books |
Within 8 working days | 90% |
articles |
Within 8 working days | 90% |
| Media Services | ||
Attending to users at Counter |
Within 5 minutes | 90% |
Responding to customer enquiries |
Within 24 working hours | 98% |
Technical support |
At all times | 98% |
Processing teaching staff's recommendations for AV Reserve |
Within 2 working days# upon receipt of recommendations
#For AV items on loan, waiting time is subject to the return of items recalled |
98% |
| Special Collections Services | ||
Attending to users at Counter |
Within 5 minutes | 99% |
Responding to customer enquiries |
Within 24 working hours | 100% |
Sorting returned Reserve books at sorting shelves |
Within 30 minutes from receipt | 100% |
Re-shelving of Reserve books |
3 times per day | 100% |
| Photocopying Services | ||
Priority services for the disabled |
Immediate | 100% |
For academics |
Within 24 working hours | 99% |
Theses |
Within 3 working hours | 98% |
Photocopiers and printers check |
Twice a day | 100% |
Average up-time of 38 copiers |
Throughout Library opening hours | 98% |
Average up-time of printers serving 204 PCs |
Throughout Library opening hours | 98% |
| Technical Services - Acquisition Services | ||
Recommendations received to books received |
Within 35 working days | 79% |
Processing of journal issues from receipt to shelves |
Within 3 working days | 98% |
Processing of claims for missing issues and late volumes |
At regular intervals of 3 days to 2 months | 98% |
| Technical Services - Cataloguing Services | ||
Classify and catalogue new books |
||
Normal |
Within 9 working days | 99% |
Urgent |
Within 1 hour | 100% |
Classify and catalogue AV materials |
Within 12 working days | 99% |
The above performance standards are targets which will be achieved under most operating circumstances.