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University Library

Key Annual Data

Full-text e-journal downloads 3,153,947 3,198,936 2,575,855
E-book accesses 3,489,529 3,149,758 3,047,979
Expenditure on information resources £3,905,097 £3,967,405 £4,401,555
Interlibrary loan applications satisfied 7,428 9,220 9,250
Loans and renewals (including print and AV stock) 630,756 693,342 762,725
Library visits by service users 1,268,477 1,190,868 1,158,150
Study spaces provided 2,018 1,968 1,951
Open access PCs provided 475 451 449
User hours received in training 12,977 11,741 12,413

Durham University Library Service Standards:

2016-20172015-2016 2014-20152013-2014
Service Standards not yet implemented for the Library.
Satisfaction response for the Library in the National Student Survey 90% 90% 90%
Library open advertised staff service opening hours (excluding planned closures where at least 24 hours' notice has been given and partial closures) 100% 100% 99.9%
Feedback, enquiries, and complaints provided with an initial response within three working days 99.4% 100% 99.9%
Customers reporting satisfaction with how their feedback, complaint, or enquiry was dealt with 97.5% 98.93% 95.5%
Returned books available to customers within 24 hours (including in public 'awaiting shelving' areas) 100% 100% 99%
Printed books available for use in the Library within four weeks of ordering 47.93% 61.24%

60.4% (print & electronic)

Online resources available for use within four weeks of ordering 91.43% 59.26%
Interlibrary loan requests processed within three working days 100% 100% 100%

Respondents to timetabled teaching sessions who agreed that 'As a result of today's session, do you have greater confidence in using library and information resources?'

98.54% 99.76% 99.7%
Uptime recorded for the Library's main discovery or catalogue system 98.9% 99.20% Not measured

Some service standards are measured using annual data, some using sampling methods. Durham University Library benchmarks its service standards against those of comparator Russell Group libraries.

Bill Bryson Library

Contact Details

Dr Christopher Skelton-Foord
Head of Policy & Planning
Durham University Library 
 & Heritage Collections

Bill Bryson Library
Stockton Road