Penn State University Libraries - Quality Commitment Statement

Quality Service Commitment Statement

Quality customer service is very important to the University Libraries. We are committed to providing excellent library services that anticipate and exceed our users' expectations.

To this end we will:

• Provide information and access to research collections in all formats
• Deliver services to support the use of these collections
• Strive to empower our users to become effective independent information searchers and users through appropriate instruction
• Provide access to adequate technology infrastructure to facilitate research
• Minimize multiple referrals

Our users can expect to:

• Be treated with courtesy and respect by faculty and staff who are polite and willing to help
• Have their questions answered in a prompt and timely manner
• Receive equitable service and attention
• Be assisted by faculty and staff with appropriate skills and competencies to meet their information needs
• Work in a welcoming and pleasant environment

In upholding our standards of service, excellence, and innovation, we value our users' input into how we can best meet their needs. We invite you to contact us with your requests, suggestions or comments at:

Sally Kalin,Acting Head of Public Services
Penn State University Libraries
510 Paterno Library University Park, PA 16802
Tel.: (814) 863-4387
email: sgk1@psu.edu

Recommended by: Service Desk Performance Standards and Training Task Force on November 2002.

Approved by: the Deans Library Council on August 25, 2003.