INTRODUCTION
GENERAL SERVICES
CLIENT ASSISTANCE SERVICES
COMPUTING AND COMMUNICATION SYSTEMS
ELECTRONIC INFORMATION AND LIBRARY COLLECTIONS
CLASSROOMS, MEDIA, DUPLICATION AND REPORT SERVICES
LTS CLIENTS
 

INTRODUCTION
Library and Technology Services primarily serves current students, faculty, staff and alumni involved in the academic, research or administrative activities of the University. LTS clients are located on campus and throughout the region, country and the world. In compliance with licensing and software agreements, some library services (direct borrowing of books and duplication of journal articles) are available to faculty, current students, and staff of LVAIC and PALCI institutions and to the broader academic community. While most computing resources are not available to the public, library resources available online from the Library Kiosk Stations are accessible to any public person with a serious research need. The public is welcome in the libraries on campus, including special collections, the government documents collection, and the open stack areas.

LTS has eight units under the direction of the Vice Provost for Library and Technology Services: Administrative Services, Client Services, Distance Education, Enterprise Systems Implementation, Faculty Development, Library Access Services, Library Collections and Systems, and Technology Management Systems. In addition to the service goals listed below, there are additional specific, measurable goals in place for each unit. LTS will make every effort to meet or exceed these service goals and will evaluate and update these standards continuously. Suggestions to improve this service statement or our operations may be submitted via suggestion boxes that are available on the LTS Web page. In addition, all LTS directors, team leaders and staff will accept compliments, questions or complaints.
 

GENERAL POLICIES FOR ALL SERVICE AREAS
Library & Technology Services’ mission includes providing facilities and resources that are conducive to study and research at Lehigh. LTS is also committed to courteous, prompt, and accurate services that clients need. LTS commits to the following specific standards:

• Acknowledge clients immediately at public service desks and assist clients within five minutes. If clients have a complex request that cannot be resolved immediately, special arrangements will be made to address that need expeditiously.
• Answer phones immediately and offer to call users back if it is necessary to put the call on hold for more than three minutes.
• Respond to voice mail or electronic mail messages within one business day.
• Provide reasonable seating capacity and maximum availability to basic library and computing services at the Information Commons in Fairchild-Martindale.
• Provide services on a most-needed basis for all other LTS staffed facilities.
• Display hours of operation prominently at all sites, on voice mail, and online.
• Provide clean, comfortable, and quiet environments for work and study.
• Engage in effective two-way communication by: regularly publishing newsletters and guides; meeting with faculty liaisons and department chairs at least once a semester; sponsoring colloquia to advance learning; and soliciting feed-back through surveys and focus groups.
• Respond to signed comments, suggestions or complaints within five business days.
• Widely publicize changes in services or resources, and provide opportunities for training for new services.

CLIENT ASSISTANCE SERVICES
Library & Technology Services’ mission includes the provision of library and technology services and training. LTS commits to the following specific standards:

• Provide customized and in-depth consulting services, scheduled within one business day of the request
• Respond to online inquiries within one business day.
• Offer instruction geared to client needs, including scheduling customized course-based instruction within two weeks of a faculty request, and a regular series of seminars about any supported service or system to any individual or group that requests it.
• Make available comprehensive, easy-to-follow, and up-to-date instructions and guides for LTS services at all LTS help desks and online.
• Publish standards and guidelines, essential for network and database compatibility, for the all LTS supported software and hardware.
• Aid in the assessment of campus information needs, develop and evaluate potential solutions, and implement agreed upon solutions.

COMPUTING AND COMMUNICATION SYSTEMS
Library & Technology Services’ mission includes the provision of excellent computing and communication systems to meet campus needs. LTS commits to the following specific standards:

• Ensure the reliability and at least 99% average availability of all electronic information systems, including central servers and networks.
• Ensure reliability and at least 90% average availability of computers, workstations, and printers at all public sites.
• Provide efficient and reliable telephone service, with system availability of greater than 99%, and requested changes to telephone services processed within five business days.
• Ensure that operating systems and key applications supported by LTS are current and network compatible.
• Provide adequate notice for planned operating system or software changes at public sites and on LTS servers.
• Provide users with an initial repair assessment within one business day when supported computing equipment is dropped off for repair, or within two business days if a site visit is required.
• Announce planned downtime at least 48 hours in advance, and schedule maintenance and downtime during low use hours.
• Maintain back up files on all campus-wide systems so that lost or corrupted files can be restored or reloaded within one business day.
• Respond to reported or potential security violations on the same day.
• Maintain strict confidentiality at all times for all centrally stored files and e-mail messages.
• Provide reliable off campus access to the campus network and to the Internet.
• Investigate immediately any reports of a suspected virus or hacker.

LIBRARY COLLECTIONS AND ELECTRONIC INFORMATION
Library & Technology Services’ mission includes the provision of excellent library collections and electronic information resources to meet client needs. LTS commits to the following specific standards:

• Work collaboratively with faculty to ensure that library, media, and software collections support the instructional and research mission of Lehigh University and meet the needs of students, faculty, and staff.
• Order and report back to faculty on book-order requests within five business days.
• Catalog new library materials accurately within three weeks of receipt.
• Check out and in all library materials with 99% accuracy and within one business day.
• Shelve new issues of journals within 1 business day of receipt and keep current with the reshelving of all current periodicals.
• Reshelve books and bound journals within 24 hours of use and maintain the shelves in accurate shelving order.
• Process interlibrary loan requests within one business day of receipt.
• Make available newly received material that is requested "rush" within one business day.
• Fill in-house document delivery requests within two business days.
• Retrieve materials from the remote Library Materials Center within one business day.
• Ensure validity of hypertext links for all online resources from on and off campus.

CLASSROOMS, MEDIA, DUPLICATION AND REPORT SERVICES
Library & Technology Services’ mission includes the provision of well-maintained computer classrooms and media and computer labs, and support for audiovisual instruction in designated classrooms throughout the campus. LTS commits to the following specific standards:

• Respond immediately to problems in classrooms with instructor stations, projection equipment, or other malfunctions that interfere with the progress of a scheduled class, and respond to all other such problems within one business day.
• Deliver and set up computer and media display equipment in classrooms when scheduled three business days in advance.
• Provide well-maintained, accessible basic and advanced media production facilities for clients to produce presentation and other media materials with staff and documentation available to provide expert assistance.
• Provide general purpose printing at all public computing sites, with specialized printing capabilities available at the Computing Center.
• Offer reasonably priced and reliable self-service photocopiers, micro format reader-printers and scanners for reproduction from multiple format originals at Linderman and Fairchild-Martindale Libraries, with equipment repaired within four hours and machines fully stocked every day.
• Produce and deliver regular reports in support of the business needs of the university within two business days.
  

  History: These service standards were first issued in the fall of 1997 in the form of a brochure. They were revised in early 2000 and submitted to the Provost's Advisory Council for Information Services. Content revision and editorial changes approved by ACIS on April 19, 2007.

  Latest Revision: 4/2007

  The Lehigh University Library & Technology Services Standards above are associated with the following service policies.

  Service Policies and Latest Revisions

  Computer Use Policy (Policies on the Use of Computer Systems and Facilities) 7/02
  Software Support Policy (ACIS Policy #1) 4/2005
  Service Standards Policy (ACIS Policy #2) 4/2005
  Network Policy Standards Wired & Wireless (ACIS Policy #3) n.d.
  Campus Server Standards (ACIS Policy #4) n.d.
  External Lehigh E-Access (ACIS Policy #5) 2/2002
  E-only Journal Conversion (ACIS Policy #6) n.d.
  Data Administration (ACIS Policy #7) n.d.
  Web Services (ACIS Policy #8) n.d.
  Campus Electronic Security (ACIS Policy #9) 7/1/2003

  Web Hosting (in draft, spring ’06)