Average number of documents processed - in the years
2005-06 2006-07 2007-08
2'40
3. Maintenance Section
Average number of books reshelved in a day:Averag e number of books bound in a da y:Average number of books rectified in a day:Other jobs, ple as e speci fy:
4. Circulation Section
Average number of issue per da y:Average number of return per day:Average number of renewal per day:Average number of reservation per day:Reminders sent per day, if any:Average number of Inter library loans per day:Average number of overdue re ceipts given per day:Averag e number of new members regis tered per day:Average number of can cellations per day:Other jobs ple ase specify:
5. Pe r iodicals Section. -- - .
Item NumberMod e of subscr iptio n
Direct/Agen t / Both.News Papers
- -Periodicals Foreign Indian
Generalf----- -
Sub ject
Average number of issues of periodicals received per day:Average number of periodicals received as gift/ exchange per day:Other routines, if any, ple ase specify:
6. Reference Section
Total number of re ference sources in th e collection of the library:No. of textbooks:Average number of visitors pe r day:Average number of queries attended per day:Average number of referral service provided per day:Average nu mber of refe re nce books consulte d per day :Average number of refe re nce books reshelved per day:
241
7. Documentation Section
Average number of items translated per week:Average number of items indexed per week:Average number of items abstracted per week:Bibliographies compiled during 2005-07:
8. IT Section
df ..bAverage num er 0 visitors per ay: --Routine Percentage of output per day--
Online Search_._--. --Internet Search -CD ROM Search
-- -Infonet full text searchFile cOPJ~}ng( CDs/Floppies)
Average number of pages printed per day:Other services please specify:
1. Is there a written' policy for th e library's functioning?2. Pleas e mention some of the objectives of the library
3. Do you th ink th e library is achieving its goal (objectives)?
4. Any su ggesti on to ach ieve th e mission5. Does th e library have a collection building policy?
6. Does the library have a book select ion policy?
7. Is th ere a formal total quality policy?
8. Is there a quality assurance team in charge of improving quality of library
services?
b) Clientele
1. TQM focuses on customer sa tisfaction by providing quality services. Do
you have any regular mech anism to get the customer feedback and
perceptions regarding library services and the staff?
2. If yes, does the feedba ck communicated to all the staff?
3. Do you listen to the use r's comp laints and seek remedial measures?
4. Are you encouraging your staff to have more personal contact with the
customers?
5. Do you make sure th at your staff are well behaved to the customers and
are always re ady to help?
c) Staff
1. Do you have any written poli cy on personnel management?
2. What is th e frequency of staff meeting?
3. Do you take su ggestions, views and opinions from among the staff and
encoura ge the staff to give active and creative contribution towards
TQM?
4. Do you see tha t each employee receives sufficient training in techniques
and job skills?
5. Details of in-house training programmes organized by the library in the
last 5 ye a rs.
6. Is th ere any progr ammes aimed at the continued pro fess ion al
deve lopment of librarians in the last 5 ye ars?
, 243
7. Do yo u see whether the interdepartmental unity and cooperation existamong sta ff?
8. Any measures taken to improve un ity and cooperation am ong staff.
d) Motivation
1. Are th ere mutual trust, respect and recognition among the staff andauthorities a nd among staffthemselves?
2. Do you create a positive atmosphere to solve the problems within thelibrary?
3. Are you keen to provide staff with all arnneties, equipments andinforma tion to do th e right thing at the right time?
4. Do you personally evaluate staff performance and encouragecontributions to quality improvement?
e) Leadership
1. Is there a library committee?
2. If yes, please mention its composition and functions3. Is the uniyersity leadership has made positive changes for the library?4. Does the university leadership promptly respond to the external and
internal issues ?5. Have you made an y commendable changes in the functioning of the
library for qu ality improvement?
6. Being the te am leader, have you taken any step to make sure tha t the
definiti on of Total Quality values is communicated and understood byeach staff in th e library?
7. Do you think that there exist a feeling among the staff that they are the
owners of th e Ii brary and not mere employees?
f) Job sa tisfacti on
1. Are you satisfied with your job ?
2. Are you satisfied with your promotion prospects and salary?
3. Are you satisfied with the encouragement you are getting from the
aut hor ities and you are providing to the staff for professional
deve lop me nt?
4. Are you satisfied with the valu es given to your views in decision making?
5. Are you satisfied with th e upwa rd and downward communication
pattern in the library?
6. Are you satisfi ed with the team spirit among the library staff?
7. How do you fee l wi th the library as a place of work?
244
8. Are you satisfied with the qu ality of service rendered by the library to itsclientele?
g) Resources and Services
1. Do you check the use pattern of different services offered by the library?2. Do you go for customer feedb ack on the availability of resources?3. · Do you think tha t.the resources are sufficient to satisfy the information
needs of the clientele?4. Do you compare the quantity and qualit~ of services provided with that
of th e international standards?
5. Do th e collection building policy of the library updated on a regular basis
incorporating the current information needs of the clientele?6. Is there a provision for the clientele to suggest titles for purchase?
7. Is the IT enabled services up graded constantly?n. Is th e in terlib ra ry loan facility rendered effectively to the clientele?
9. Can all the members avail do cumentation service?
h) Process and Procedures
1. Do th e organi zational structure supports the functional interaction
between vari ous sections in the library?
2. What is th e procedu re followed for the selection and purchase of
resources?
:~. Do you monitor th e work of technical and acquisition section as a
me asure to prevent er rors tha t can creep in different processes and
procedures?
4. Do you have any pla ns for im plem enting new technologies in information
dis semination?
5. Are yo u satisfied with the cu rrent standard of IT enabled services or do
you have any future plans?
6. How fur is th e automation of th e library complete?
7. How effe ct ive is the Intranet in your library?
8. Are you able to moni to r day to day activiti es through th e network?
9. Is th ere a speci fic written plan and procedure for the implementation an d
practice ofTQM in your lib rary?
i) Planning .
1. Do yo u have any sp ecific plans for the impro vem ent of qua lity?
L TQM can be implemented only throu h strategic planni ng. Does the
libra ry has su ch a stra tegic plan for TQM?
245
3. If yes, do you revise and improve such strategic plan periodically in orderto cater to th e information needs of the continuous improvement in th equality of se rv ices?
4. Is the quality plan communicated among the staff?5. Is th ere any feedback mechanism to which management listens and take
cor recti ve act ion?
j)Accountab ility
1. Is th ere any performance app raisal for employees?2. Do you ever check into the trends of performance which can be
me asu red through customer sat isfaction?J. Is the performance level satisfactory to meet the objectives of the
library?4. Is th ere any set goal for each department?5. If yes, do you see that these goa ls are used to improve the departmental
act ivitie s?
246
Dear Sir / Madam
Attached is a questionnaire prepared for gathering relevant data for my study
entitled 'Total Quality Management in Kerala University Library - a case study,' in
partial f ulf i llment of PhD in Library and Information Science. Kindly read the questions
carefully and give your response to all the items given . The information given by you
will be kept confidential and will not be used for any other purpose.
Soliciting your help and Co-operation.
Thanking you,
Bindhu P. Nair
Research Scholar
Dept. of Lib & Info Science
University of Kerala .
247
APPENDIX 3
QUESTIONNAIRE - Staff
Section A
1. Name:
2. Mal e/Fem ale :
3. Year of Joining t he University :
4. Qualification:
5. Designation at t he time of joining:
6. Present Designation:
Section B
Please tick (..r) your answer against each question and provide details where ever requested.
1. Are you aware of the mission, goals and objectives of the library?
Yes o No o2. Is the pursuit of qualitv a defined goal in the library?
Yes o No [J3. Are you heard and answered by the aut horit ies on matters related to your service,
you r ideas on quality services and t he suggestions on changes needed for total
quality.
Yes [] No o4. is your lib rary user friendly
Yes [ J No
5. Are you aw ar e of th e inform ation need s of your users?
Yes o No o6. Do you think t hat the library is providing competent services in the online and IT
enabled services
Yes D No [J7. Do you think th at you are proficient t o cope up with the new t echnologies
Yes [J No []8. Do you think t hat you are assigned w it h the duty i n which you are skilled and
interested?
Yes o No [ J
248
9. Are you getting sufficient in-service training
Yes 0 No D10. Do you feel th at you need to improve yourself and change you rself t o give quality
services to t he users?
Yes o No oIf yes, mention th e areas you need t o change and improve.
11. Do you have any suggestions of services to be added to the existing services t o
imp rove tot al quality of library?
Yes D No DIf yes, please mention the service
12. Do you hav e any suggestions of serv ices to be changed or eliminated to improve
total quality of t he lib rary?
Yes o No DIf yes, please mention the service.
13. Wo uld you please notify as t o wha t percent age you are able to agree that the
follow ing valu es are th ere among the lib rary staff.--
50-75% 25-50%Below 25%
- -
-
-
-_..
- - - •.._, - -- .
75 -100%
- - - - -- , . . .
- -
t
..-
n..
- - - -- - -- _ . -
.- -
nt alI
Dedicat ion
Openness
Trust
Nonjudgme
participatior
Commitmen
Team work
Values
Shared Visio
14. Do you attend edu cat io nal/train ing programme in quality informat ion
delivery.
Yes D No DYour suggestions and opinions:-
249
Section C
All the statements are described on 5 point scales except section A. Please respond to
the statement according to the extent the university library is meeting your
expectations.
The range is as below.
1 -To full extent, 2-To great extent, 3-To some extent, 4-To a little extent, S-Not at all
Please tick the number which you feel appropriate
I1 2
.1....... _. 3 4 5•••.•_ ."H' ••~ _ ..- l ......
I
- - --- I-
Statements
9
8
7
6
5
4
3
2
51No.Quality Philosophy / Planning
I share a sense of purpose and a1 I commitment to library goals and
values.. -- -
I am aware of t he developmental plansof the libraryI can see t he end result of my workand how it contributes to th e library'ssuccess
Staff is satisfied with the recr uitmentpol icy
Faith in ManagementI have fu ll faith in management'scompete nce to solve the pro blems ofthe syste m and the staff.Library staff is being considered as anasset to be deve loped rath ercommodity to be used.
All staff members are t reated asequals
I am accountable and responsible form con ribu ion 0 the library
l eadershipProblems and sugges ions from t hestaff are al a- s elcome
10 eadership creates and main ainsoverall cordial rela ions in he libraryI - sa isfie . h he lea ers ip s Ie
pr c iced he librarian
12 E forts are being made LO re uceension an ear among employees
I ge opportuni 0 e press m needs_3and en ila e m grievances
ustomer focus
TIlle people are pmlUldi of belOil1lgdll1lg 0/his libraif)'
Users are sat isfied w ith the services, Al l t he services, pro cesses and
16 ; practic es are planned keeping in view; t he needs and expectati ons of the; users.
.j..... .. ..
: Library st aff take cust om ers' problem: serio usly
': 18 ' c I ..... .. L1st()f!ler? ~ho c..0 r.!.1p .~I ~ ~. r.~w r.().~gI
: Customers w ho ask quest ions need. 19 I not wait for mo re th an three minutesf M
.. Staff Managem ent
Major decision s are tak en join tly bystaff members, ..
i 21 ; I am allowed to perform the jobs in th e; way t hat suite me best
iJob ~ha llenge ..." 22 i Al l material is re-shelved w ithin 24
! hours
23 j New books are processed w ith in 30
I.. : ~ a ys of receipt .. . .; 1 Personal loyalty isbeing considered ani 24 i important virtu e
25 i I really get ple asure in meeting! cust omer needs and expe ctations
Cont inuous improvement
.' Talks on cur ren t topics and problemsconcern ing library are he ld tw ice a
year. .The work processes are developed by
those w ho carry t hem ou t rather bythe librarian.
Aut horit y and pow ers are de legated to
responsib le. mat ure and capa bleemployees
Process Improvement
29 Front lin e sta ff is fully empow ered to. serve the customer
~ - _.. -Staff or ienta t ion programmes and sta ff
30 manua l are t il e regu lar feature of t his
libra ry .
Different teams in the library play amajor ro le in im pro ing work
processes, procedures and pract ices.
Sup Iiers and venders are selecte d on
32 the basis of quality o f products and
serv ices
Mutual [ rust and confidence
33 An atmosphere of t rus t andconfid ence is pre ailing librarv
34 Festivals are celebrated jointly in thelibraly
251
39
37
36
IiI'1,i
-1
I!
. j
,,-- .._- .- - .._- - ...-
. J
I-t·_-
I
·f
I
_·t· __· -
f
_.1.
,,. ··t····_··_···_· ..
--r .'- - - _._-
'1I
,.J
40
44
...
Interdepa rtmental cooperation and. 35 , communicat ion in this library helps in
improving t he wo rk pro cesses.
~ Com_r:n i t rn e ~ t
Librarian is fully committed to servicequalitySpeedy service is a pr ioritv
38 Accuracy in answering quest ions is a, priority
I wait impatiently for holidaysI often do extra work in my job whic hpract iced by t he librarian
I I willing ly accept ali the assignment41
: given to me! I often do extra work in my jo b wh ich
42'. i is not required of me.,JJob distr ibution/rotation".
: Job rotation is pract iced regular ly in! 43
.... 1 th e libra ryI Job distribution and job description is
clearly understandable and acceptableto meJobs and dut ies are assigned keeping
. 45, in view the sui tability of the personneli Dut ies on add hours and Sundays and
46: holidays are rotated among equals
Reward and Recognit ion, - '-:-'-The targ et fo r t he i ~d i vid ua li 47 '
, performance is very high
, There is a feel ing of pressure toI 48 , cont inuously improve our personnel or
, group performance.: .1 .... . ,.. . , .I People are rewarded in proportion to
' 49 : the excellence of their job: performance
Performance is evaluated regularly50 . against agreed upon goals and
I standards
! 51 ~ Se n i o ri ty rather merit cum eff iciency isi the criteria for promotion
, ~equacy of resources and equipm entAll equ ipme nt that are necessary for
52 the processing / main tena nce ofdocuments are provided by t hemanagement w henever needed
53 ! Staff are prov ided w ith up-to-date! equipment and tools: The managem ent is givi ng
54 I encourag ement to professional
i development155 : Equipment pro vided are in good
252
~I
I
Il
I
I
I'1I
·1iIIIi
I!
I!!I·
Iir-- ..
I
I !........... ,..... ······· ··············.. ···1
I. ..1
i...... ··· ·····-1-·
II .[.i
;.•. j....
I--'-" _._------+-- ---_.+----
!
L--..J
I··················1 .
II
--- .--- '---'-r-"-.-.-.... --...-.--- -- r- -
II
I__._ .._ .. .. ._ ....J__...._. .__ _
j! .
~. -- -_.- --.-----.--.-J..--.-j--.----~- ..-.- !
: With th e changing info rmation, scenario , new serv ices are being
I introduced: Library websit e is adeq uate to locate: info rmatio n_by use..r:s on their own
Modern equipment to access the, information by users are made, available
i Easy to use access tools like OPAC arei provided to users and is updated on a
.1 regularbasis .Elect ronic resources provided by thelibra ry are up to user expectations
63
, 66
65
: 64
, 62
' 57!
working orde r56 I The commun ication facility within the
, . _. l i b ra~YJ!1c1 ud i ng ~AN is adequ ateUt ilizati on of resources
Computers and other equipmentprovided in the sections are usedeffect ively _. _
. Staff are competent in handling theI 58 I problems with the users inlnforrnation
, t rackingStaff members make effective use of
1
59 : the resources of the library for theirI professional development.
I I Adequate user education is provided: 60 I to enable the users to make maximum
,.... ..: u s~ ofthe resour~es ...J . : i Effective utilization of resources isi '~ 6 1I ! taking place in the libraryI . .
; Innovation of new te chn iques of servicingI users
253
APPENDIX 4
QUESTIONNAIRE - Users
Sect ion A
1. General Information
1.1 Name:
1.2 Gender : Male 0 Female 01.3 Department
1.4 Status (Please tick mark)
Teacher ( ), Research Scholar
M . Phil ( ), Post Graduate
Under Graduate ( ), Oth ers
1.5 Subject/course/area/of speci alization
Section B
( )
( )
( )
Please respond to each qu estion by tick marking (vi') wherever boxes are provided and
wri te wh enever necessary
1. Sources of Information.
1. Please indicate according to your order of preference the various information
sources req uired to meet your academic needs. (indicate your preferences by 1,
2,3,.....14)
a. Current Periodicals D b. Back Volumes Dc. Patents / St andard s/Reports D d. Dissertation/Thesis De. Confere nce/ Seminar papers D f . Text books Dg. Index/Abst ract/Reviews D h. Bibl iograph ies 0i. Reference sources
[]j. Insti tutions/Agencies
0k. Discussions
[ ]I. Non-Book materials
Dm. Online sources
Dn. Others...
0254
2. Please state your opinion on whether the following collections of university
library are sufficient to meet your academ ic needs.
51.Typ e of materials Adequate
PartiallyInadequate Don't know
No . adequate
1 Periodicals
2 Text books
3 Refer ence sources
4 Index/Abstracts
5 Dissertations/Thesis
6Patents/Standards/
Report
7 Online sources
8 Non book materials
3. Please indicate the frequency of use of various information sources given below
51.Sources Frequently Occasionally Rarely Never
No.
Text books,
1
2 Journals
3 Catalogue
4 Patents/Standards/Report
5 Conference Papers
6 Dissertations/Thesis
7 Index/Abstracts/Reviews
8 Reference sources ,
9 Non book materials
10 Online sources
·255
4. What are the routes chosen for seeking information while searching the
following sources [Put your preference by 1,2,3, ....]
Routes
Sources Index BrowsingContents
wholeAbstracting Other
page Subject/Alphabetical sources methods/ Keyword/Others book
Books
Journals
Reference Sources
Abstracts
5. Have you ever made literature search as part of your study?
Yes D No D6. Please give t itles of new periodicals accord ing to your preference that you would
like to read in the library.
1. 2. 3.
7. How many scientific journals do you need regularly?
One D Tw o D Three D Four 0 More than four 08. Doyou use foreign language periodicals, ot her t han English?
Yes D o DIf yes, please list t he ir t itle and language in t he order of your preference
1. 2. 3.
9. Do you think hat t he provision of user training/orien a ion rom he libra
ould be helpful t o you in t he use of various sources?
Yes D o
10. Have you ever undergone such an orien a ion rogra me?
Yes o D
11. Have you e er asked or in ormation sources no
library?
Yes D o D2 6
If yes, did you get the required source?
Yes D No D12. Are you familiar with the following kinds of information sources? Please mark
whether you are using it or not
51. Familiar Ever UsedInformation sources
No.Yes No Yes No
1 EJournal Consortium
2 Abst ract ing Journals
3 Indexing Journals
4 Subject Periodicals
-5 Online Sources
2. Services.
1. Are you aware of the following services offered by the library
51. No. Services Aware Utilized Unaware
1 Inter - lib rary loan
2 Reprographic service
3 CD ROM search service
4 Indexing/Abstracting
5 Translation service
6 Reference service
M icrofilm reader &7
printer service
8 OPAC search service
9 UGC - Info net Service
10 Others (Please specify) I,.L
2. Are you sat isfied w ith the services 0 ,f ered by the library?
Yes 0 Moderately satisfied 0 No o257
3. If you are a user of the int ern et, wh ich of it s services do you use?
a. Email
b. Online databases')
c. .. Other (Specify}....
D d. E-Journ al
D e. Discussion groups
D
DD
4 . Are you aware of the UGC-Infonet e-journals consortium
Yes D No DIf yes,
a. Which database do you use very often ------------------------------------------
b. Did the consortium satisfies your information needs YesD No 0c. Your comments on the consortium and suggestions, if any
3. User Behavior and use Pattern
1. How often do you visit the library
a. Daily (), . b. Twice a week (), c. Once a week ( ),
d. Once in a fortnight ( ), e. Once in a mo nth ( ), f. Rarely ()
2. If you are not a frequent user of th e library, please indicate the reason.
a. Inconvenient working hour's Db. Short age of time o
d. Unavailability of required resources
e. Library environment is not congenial
oD
c. Attitude of the library staff is not helpful D f. Any other reason (please specify) D3. How ma ny hours perweek do you spend in reading or information search in t he
lib rary during different stages of your educational period?-
St age 1-5 Hrs 5-10 Hrs >10 Hrs_..
UG
PG
Research
4. Did you feel any difficulty in conducting a comp rehensive information
search in connection with your educat ional needs:D Yes
If yes, sta te you r difficulty:
D No
258
5. How do you find out the current information published in your subject (Put your
preferences by 1, 2, 3...)
a. Using catalogues/OPAC 0 g. Scanning periodicals 0b. Through index /abstracts 0 h. Searching the shelves 0c. Addition lists 0 i. Book trade catalogue 0d. Current contents 0 j. Asking the librarian 0e. Discussion with colleagues' 0 k. By chance 0f. Other methods (Specify....) 0
6. Do you know how to use the electronic/online sources available in the library?
Yes o No oIf yes, how did you acquire the knowledge
a. By previous experience D c. Through orientation
b. Learned by self D d. Learned from colleagues
d. Other options (specify) .... D4. Working hours
1. Are you satisfied with the following working hours of the library
Do
SatisfiedDays Wo rking Hours Yes No Suggestions if any
Week days 8AM -8 PM --Sundays 2PM -8 PM
2. Would you suggest reducing the present 25 holidays for the library?
Yes D No oIf yes, by how many?
259
5. Collection
1. Mark your opin ion in the columns below regarding the adequacy of the differentcategories of Library collect ion.
51. No Categorie s Sat isf ied Moderat ely Unsatisfied Don't knowsatisfied
1. General Books2. Text Books3. Reference Books4 . Periodicals5. General Magazin es6. News paper7. News paper clippings8. M icro film9. Maps.ch arts. Diagrams
10 . Theses/ Dissertations
11. CD ROM databas es12. Online dat abases
2. The kinds of resources you wo uld like to see availab le via computer access
a. Indexing/ Abst racti ng jo urnals 0 g. Monographs 0b. Catalogues 0 h. Manuscript s Dc. Bibliographies 0 i. Films Dd. New spaper magazines articles 0 j. Video s De. Conference proceedings 0 k. Audio records Df. Books 0 I. Any other D
6. Facilit ies
Mark your opinion about the facilities
51. a library Facility Satisfied Moderately Unsatisfiedsat isfied
1. Cleanliness
2. II lighting and Ventilati on3. Compute r facilit ies
4. I Reprographic facilit ies
5. I Seat ing arrangements
6. I Arrangements of book racks-
1. Refreshm ent-
8- Others (Please specify).._
260
7. Staff
1. Have you ever asked for the assistance of the library staff?
51. No Services Yes No
1. Book search2. Periodicals Search3 . Catalogue search4. To understand various reference tools5. Online search
2. Mark your opinion about library staff.
a. Always ready to help 0 d. Helpful, but very often 0b. Too busy to help 0 e. Not very helpful 0c. Incompetent to help 0 '
8. Suggestions
1. Do you have any suggestions for the improvement of library services
2. Kindly explain your expectations about library
3. Explain you r opinion about the present state of the library
4. Any other suggestions...
261
Section C
All the statements are described on 5 point scales. Please respond to t he statement according
to the extent the university library is meeting your expectations.
The range is from
I -To full extent, 2-To great extent, 3-To some extent, 4-To a little exte nt, 5-Not at all
Please tick mark the number which you feel appropriate.-- -- .
ISI. I StatementsSca le
No I 1 I 2 I 3 I 4 I 5Reliability -
1. The range of material held by the librarymeets my course/ research needs
2 The library purchases new material which isrelevant to my course/research needs.
3 The informat ion I get from library materialis accurate
4 It is easy to find as to where t he materials(books, jou rnals, maps, thes is videos etc.)are located
5 The material I want are in proper places onth e shelves
---6 The materia l ~_re reshelved promptly
7 The materia l I need from the reference/ textbook or short term loan collect ion is usuallyavailable to me when I want it
8 The materia l I need is in good condit ion(cleaned, not britt leor muti lat ed)
9 The library provides mul ti ple copies of itemsin huge use
10 If I make a reco mmenda t ion for thepurch ase of new mate rial, staff prov ide mewi th feedback on wh ether it is ordered andwh en it is received
-11 The library mechanism tells quickly and
accurately wh ere a particular document isat a given moment of t ime
12 i find display of new material beneficial
13 e library is provi ding current awarenessservice vhich help in retrieving nascentinformation ._-
~e5ponsiveness
14 hen I request mate ria l, I am to ld how :... ngit ill take to provide
a. By interlibrary loanb. If it is currently on loanc. If it is not tracea ble in sto rage
15 ' M aterial I req uested comes within the ime -
262
fr ame quoted . ] I I I Ia. By interlibrary loanb. If it is curre nt ly on loanc. If it is neit traceable in storage I
16 I do not have to wait for more than three minutes when I
-a. Ask for assistance at a reference
enqu~ry deskb. Borrow material -c. Phone the library for assistance or
informationd. Use microfilm and microfi che
read erf----
e. Use the photocopierf. Use elect ronic resources
mpathy17 Library staff are
a. Approachableb. Courteous and politec. Friendly and easy to ta lkd. Available when I need th emd. Wi lling to leave the chair to
help me18 Library st aff
a. Demo nst rate and teach the use ofcata logue, reference books and electronicresource
- - ------ - - - - - - - -t-- --I-- - - I-- - --il- - - - j- - - - Ib.Persona lly help me to use all theresources
e.Direct me to library brochures and helpsheets~.-- - -- -I----t-- ---iI--- --1- - - - I- - - 1f.Don' t overwhelm me with too muchinformation and deta ils
--- - --- - --;-- - -+- - - 0\--- - -1-- - -11- - - -1g.Encourage me to come back to ask formore assistance if I need it
h.Give accurate answe rs to my questions- -- t-- - t----;---,----J----l
i. ention in er-library loan as a means toob ain rna erial that the library does not
ha e- - - - - - - ·----:--11---+---1----1----1·---1j.Offer sugges ions on here to look forin orma ion in 0 her parts of h'" lib rary
k.Offer sugges ions on here 0 loa"" forUII1l IOrml2l i10n outside the library
1.0 0 no re er me unduly from one servicesarea 0 ano her fo my enquiry 0 be
