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Libraries and Information Service Standards

We will:

  • Provide a library service to anyone who lives, works or studies in North Lanarkshire or in South Lanarkshire - in line with the joint use agreement with South Lanarkshire Council.
  • Provide a lending and information service at all static libraries in North Lanarkshire.
  • Provide a mobile lending service to communities which do not have a library service.
  • Provide the best possible service to our users at all times.
  • Treat all users fairly, courteously and sensitively, respecting their privacy and dignity no matter their gender, race, disability, age, religion or sexual orientation.

These standards are in addition to those published in the North Lanarkshire Council Service Charter and the Department of Community Services Customer Charter.

1.   Enquiries

  • We will respond to 80% of all information enquiries immediately.
  • We will respond to those we cannot immediately answer within a maximum 3 days.

2.   Housebound Service

  • We will provide a delivery service to housebound users in North Lanarkshire.
  • We will respond to requests for inclusion in the service within 7 working days.
  • We will arrange an assessment visit within 9 working days.

3.   Open Learning

  • We will offer an Open Learning Service at Coatbridge, Cumbernauld, Motherwell and Wishaw Libraries.
  • We will offer an Open Learning Service through our learning web site – www.logintolearn.com
  • We will offer Outreach Open Learning services at Airdrie, Bellshill, Kilsyth, Moodiesburn, Shotts and Viewpark Libraries.
  • We will arrange, within 7 days, an initial appointment with an Open Learning Officer at a mutually convenient time.

4.  Talking Books and Magnifying Sheets

  • We will provide a talking book lending service at all our libraries.  Larger libraries will offer talking books in either compact disc or cassette format. 
  • We will provide magnifying sheets and signature guide plates for use in all our libraries.
  • We will provide magnifying sheets to all our housebound users who require them.

5.   Request Service

  • We will provide a free request service for items which are in stock or on order at any North Lanarkshire Library.  Video and DVD Premier and Select categories cannot be reserved. 
  • We will provide a chargeable request service for books which are not in stock.
  • The average time taken to supply a reserved item will be 10 days.

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