Key Annual Data
| 2016-2017 | 2015-2016 | 2014-2015 | 2013-2014 | |
|---|---|---|---|---|
| Full-text e-journal downloads | 3,447,135 | 3,153,947 | 3,198,936 | 2,575,855 |
| E-book accesses | 3,466,743 | 3,489,529 | 3,149,758 | 3,047,979 |
| Expenditure on information resources | £4,181,157 | £3,905,097 | £3,967,405 | £4,401,555 |
| Interlibrary loan applications satisfied | 7,245 | 7,428 | 9,220 | 9,250 |
| Loans (print, AV stock, and equipment) | 307,042 | 330,593 | 370,194 | 393,706 |
| Library visits by service users | 1,341,628 | 1,268,477 | 1,190,868 | 1,158,150 |
| Study spaces provided | 2,096 | 2,018 | 1,968 | 1,951 |
| Open access PCs provided | 456 | 475 | 451 | 449 |
| User hours received in training | 9,480 | 12,977 | 11,741 | 12,413 |
Durham University Library Service Standards:
| 2016-2017 | 2015-2016 | 2014-2015 | 2013-2014 | |
|---|---|---|---|---|
| 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.
Contact Details
Dr Christopher Skelton-Foord
Head of Policy & Planning
Durham University Library
& Heritage Collections
Bill Bryson Library
Stockton Road
Durham
DH1 3LY
