Bury MBC libraries are committed to providing a quality service to all our users
1. A friendly and helpful service
All our staff will treat you in a courteous and efficient manner and will receive regular training to help them give you the best possible service.
- We will achieve at least 95% User Satisfaction with the Helpfulness of library staff (Public Library Standard 7)
2. A service responsive to your needs and ideas
We will ask you what you think about your library service and seek the views not only of our regular users but also of those who rarely or never use our services. We will publish the results of our surveys and act upon them as necessary.
- We will aim to achieve 6,000 library visits per 1000 population (Public Library Standard 6)
- We will consult you on any major changes in the library service such as amendments to opening hours, provide comments boxes at all our libraries and reply to your ideas or comments in writing within seven working days. You can make suggestions and comments about our service either in person, by telephone, by fax, E-mail or letter.
- If we cannot take up your suggestion we will explain why and if you are not happy with the way in which you are treated we will explain how you can make a complaint. Complaints will be responded immediately in person by an appropriate senior member of staff and within five working days by letter.
- We will ensure that the names, responsibilities and contact details for all senior staff are made available to the public, so you know whom to contact.
3. Providing a range of books to suit your interests and reading needs
The Library Service will provide a wide range of quality materials and resources and you will be able to borrow a maximum of 12 items at any one time.
- We will aim to add 216 items of stock per 1,000 population. (Public Library Standard 9) and aim to replace all our library stock within 6.7 years (Public Library Standard 10)
- Staff will be available to help you find the book you need and to advise you how to locate books which are not immediately available in the library. If you want a particular book, which is not in stock, we will do our best to obtain it for you.
- We will aim to supply 50% of requested items within 7 days
70% of requested items within 15 days
85% of requested items within 30 days
(Public Library Standard 5)
If we are unable to obtain the book you have reserved we will tell you why.
4. A choice of other library service
We will provide in all our libraries a wide range of audio-visual material to match your interests and needs. These will include:
- Videos - feature films, special interest, educational and local history
- DVDs - a range of feature films at main libraries
- Talking books - fiction and non-fiction for adults (children's titles at Bury and Whitefield libraries)
- Compact discs - a mixture of popular and classical music
Other services provided include:
Free Public Access Internet Service/E-mail facilities/ word processing service photocopying and Fax machines
- We will provide 6 public access computers per 1000 population (Public Library Standard 4)
5. A prompt and accurate response to your information enquiries
We will respond helpfully and promptly to your information enquiries. Staff at all our libraries will be able to help answer your questions either using our own resources or by directing you to alternative sources.
- We will achieve at least 94% User Satisfaction with library staff knowledge (Public Library Standard 7)
- All our libraries will provide a good range of reference materials that will answer straightforward enquiries. The Reference and Information Services section at Bury Library will provide a comprehensive range of information sources with specialist staff available. We will offer access to specialised information services including local, national and international sources.
- If we cannot answer your enquiry immediately we will provide an answer by telephone or at the library within five working days (if your question is very complex and will take longer than this we will keep you informed). Written enquiries will be answered within seven working days.
- All main libraries will have a local history collection reflecting their own locality. A collection about the town and Borough of Bury is available at Reference and Information Services (Bury Library). We will provide access to original documents at the Archives Unit in Bury.
- All our larger libraries will stock at least one daily national newspaper plus local newspapers and a selection of periodicals. Smaller branches will have a local newspaper. We will provide Urdu language newspapers and periodicals at main libraries.
6. Support for lifelong learning
We will actively support both formal and informal education for all ages. For children of school age we will provide:
- A comprehensive range of materials and activities to stimulate children's interest at all our libraries.
- Homework Collections containing material to support the National Curriculum at all our libraries and Homework Clubs at main libraries.
- School Class visits so that children can visit and learn how to use the library
- The Schools Library Service to support the work of schools.
For adult learners, whether or not they are in the formal education system, we will provide:
- wide range of resources to support and promote learning for adults
- Material to support hobbies and special interests
- Learning opportunities which will support adult learners studying independently
7. Easy access to your library service
We will provide opening hours to suit the needs and lifestyles of all our customers and Sunday opening in at least one of our libraries.
- We will aim to provide total opening hours of 128 hours per 1000 population by 2004 (Public Library Standard 3)
- We will inform you of any variation to library opening hours at least three weeks in advance. In cases of emergency closure we will display a notice of explanation and will inform you as soon as possible. We will waive fines for the day providing the items are returned within one week.
- We will continue to reduce physical problems of access to library services both internally and externally and will assist people with disabilities who find access difficult. We will welcome guide dogs and other support dogs, wheelchairs, pushchairs and prams in our libraries.
- We will provide information in a range of accessible formats e.g. Braille, large print, audiocassette and computer disc on request and provide library services for blind and partially sighted people, with three specialist units at Bury, Whitefield and Ramsbottom. Trained staff will be available to help.
- We will provide a library and resource service for Deaf and hard of hearing people at Bury Library. Trained staff will be available to help.
- We will provide a Housebound Library Service for individuals who are unable to visit a library due to age, illness, disability or caring commitment and a library service for residents of nursing and residential homes and other centres for people in the community.
8. Support for local communities
We will work to make the library a centre for the community and to reflect the cultural diversity of the Borough in library events and promotions.
- We will encourage and assist the development of local communities by putting on a wide range of activities throughout the borough and wherever possible we will provide space for local groups to hold their own meetings and events.
