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Library Service Standard

What does the Library and Information Service do?

We promote reading, provide access to information, books and other resources to meet the learning, information and leisure needs of everyone in Walsall

What can I expect from libraries?

  • a network of local libraries as well as the Mobile Library and Home Library Service
  • a range of opening hours, including weekends and early evenings
  • a range of books and other resources reflecting the diverse needs of the community
  • books available for loan free of charge
  • a free information and enquiry service
  • computer facilities for public use available at all Flexible Learning Centres free of charge
  • a request service for books not immediately available
  • space to sit and study
  • a range of events and activities for both children and adults
  • where charges are made, we will offer a range of concessions and exemptions
  • remote access to our services via our website
    • www.walsall.gov.uk/libraries

What can you expect from me?

  • Asking the staff if you have difficulty finding what you want.
  • Being considerate of other users.
  • Complying with copyright legislation.
  • Looking after the items you borrow and bringing them back on time.
  • Reporting any damage to books or other materials.
  • Keeping your membership card in a safe place to avoid unauthorised use, and reporting any loss immediately.     
  • Contacting the library if you receive an overdue notice.
  • Letting us know if we have made a mistake.
  • Complying with the Computer User Contract when using computers.
  • Switching off your mobile phone whilst in the library

What are our customer care values?

  • We will handle your request promptly
  • We will maintain high accessibility and availability of service
  • We will provide an effective service that meets your needs
  • We will be fair and courteous regardless of your ethnicity, disability or gender
  • We will be helpful and strive to go the extra mile to meet and or exceed your expectations
  • We will provide all the information you require to satisfy your needs
  • We will ensure that our people are professional, well trained and knowledgeable and where information systems are used such as kiosks, that the level of service  Is maintained
  • We will fully protect privacy and information about you will be treated as confidential
  • We will ensure that your request is owned by the first person you contact
  • We will strive to deliver what you need

How can I comment on the service?

Have we done a good job?  Then Tell us!  

We have a form on which you can make comments, suggest how we can improve services or make a formal complaint.  

These ‘Tell Us’ forms are available in all reception areas and libraries.  If you prefer, contact us directly and we will send you one.  If you have internet access, you can complete the form online at

  • www.walsall.gov.uk
  • then click contact us
  • How I can contact you?

List of libraries, addresses and e-mails

http://www.walsall.gov.uk/library_locations.htm

This page was last updated on 12 May 2008