Customer Service Standards
- The library customer is the focus of everything we do.
- The library will treat all customers in a non-judgmental manner, with courtesy, respect, and efficiency.
- All library departments will provide a welcoming environment for library customers.
- The library will accommodate customers with special needs requests.
- Library staff will acknowledge all telephone, email, and in-person requests in a timely manner.
- Library staff will answer all telephone calls promptly.
- In the event staff members are unable to help a customer immediately, they will always research the question, follow-up and/or make an appropriate referral.
- The library will investigate and act to resolve all questions, concerns or complaints in a constructive, positive, and timely manner.
- The library will continuously assess and improve its services.
General Library Use
The services and resources of the Perry Library are primarily intended for academic use by the Old Dominion University community in an atmosphere conducive to research and study. Members of the Old Dominion University community have first priority to access and use of the facilities, resources and services of the Library.
Behavior and noise that is disruptive to those using Perry Library for legitimate reasons is not acceptable. In order to maintain a scholastic environment, the Library may require that children and young adults sixteen and younger be in the company of and under the immediate supervision of an adult. ODU subscribes to the GPO depository access guidelines.
At the discretion of a library staff member, unsupervised children and young adults who are disturbing other library users will be reported to the Office of Public Safety for removal from the building.
- In order to provide an optimum environment for using the Library, we ask that you turn off cell phones, audible pagers and similar devices when entering the library.
- If it is necessary to conduct a cell phone conversation, we ask that you do so away from study and research areas, preferably in the front lobby area or outside.
- Please respect others by keeping conversations at low levels.
- If such calls disturb other patrons, you will be asked to leave the library for the duration of the call.
The Old Dominion University Libraries maintain the confidentiality of all library borrowing records and of all other information relating to an individual's use of the library's resources and services.
This policy is in accordance with § 2.2-3705(A)(3) and (10) and §2.2-3806(A)(2) and (3) of the Code of Virginia, which addresses the confidentiality of and access rights to library records, with the Old Dominion University 's Student Handbook's "Students Rights and Freedoms," and with the Association of College and Research Libraries statement on "Intellectual Freedom Principles for Academic Libraries."
Except as provided below, the Old Dominion University Libraries may release an individual's library information only to that individual, to another individual with the prior written consent of the individual concerned, or under a lawfully issued subpoena or court order. The concerned individual and/or the individual obtaining the information must provide proof of identity. All correspondence and other communications to library patrons will protect the privacy of their library records.
Library information includes, but is not limited to, an individual's circulation records, address and other registration information, reference or informational questions asked and participation in library-sponsored classes or programs.
Within the Library and the University, access to such information will be restricted to authorized personnel for authorized reasons, as determined by the University Librarian or his/her designated representative.
When the fire alarms sound in the library building:
- The building is to be evacuated as quickly and safely as possible.
- Patrons will exit through the emergency stairways on the four corners of the building. The front and back stairways are not considered emergency exits. However if people do use those steps to exit, they are not to be stopped. People should also be directed out the front door if that is the closest exit.
- Handicapped patrons should be directed to go into the stairwells of the emergency exits and then security or police should be alerted to their location for assistance.
- Police and/or security will advise staff when it is safe to return to the building.
This room is designed for meetings and functions of the library and the university; it is not designed to be used as a study room or seminar room. Exception to these guidelines may be authorized by the University Librarian, the Associate University Librarian, the Administrative Services Librarian or appropriate designee.
General Policy for Use of the Room
The use of the room shall be consistent with the educational mission of the University and with the general nature of the facility. The academic work of the University shall hold a primary place in the use of the room and all uses for purposes other than the University's academic activities must be arranged so as not to hinder or adversely affect the academic activity.
University facilities shall not be used to promote a political, economic, social or religious cause unless a university group sponsors the cause. No commercial activities shall be permitted except those sponsored by university groups.
Priority for use of the room shall be given to scheduling library functions. If necessary a library function may replace a previously scheduled non-library reservation.
Arrangements for the room should be made by calling the Learning Commons Operations Manager, Kathryn Boone, at 683-4472. Requestors should identify the need for the room and other needs, and the date. If the room can be made available, a confirmation e-mail with a copy of this policy will be sent to the requestor. The room can be divided into two or may be used as a single room. Chairs can be rearranged as appropriate. The Conference Room table cannot be moved. The requestor is expected to return room to its original condition. Room temperature controls are established by the University and cannot be adjusted by library staff. A fan is available for room use.
Food and drink are permitted in the room. Arrangements should be made with Catering Services for setup and pick up; requestor is responsible for ensuring that Catering is present for food delivery and that all remaining food and drink is picked up by the end of the event. The Library expects that the room will be cleaned at the end of the function or activity. Food and drink are permitted only in the room and not permitted anywhere else in the library.
Requestors are expected to follow the library policies in regard to noise and use of the room.
The library does not loan equipment or provide staff to operate equipment for University meetings. Equipment may be obtained from other sources such as Classroom Central or other University departments. Requestor is responsible for reservation, delivery and return of equipment for events. Exceptions to this policy should be discussed with the University Librarian, the Associate University Librarian, the Administrative Services Librarian, or appropriate designee.
The room is available from 8:15am until 10:00 pm Monday through Thursday, 8:15am until 7:00pm on Friday, 9:15am until 4:30pm on Saturday, and 9:15 am until 10:00pm on Sunday. The room is not available for use during times the library is closed or when library staff is not available. The University Librarian, or designee, is the only person who has the authority to alter the opening and closing times of the Library facility.
Abuse of these policy requirements may result in loss of room use privileges.
This room is designed for instruction in the use of library resources and services, including workshops and classes for faculty, staff and students, as well as for in-house training and library committee and team meetings requiring the use of projection and/or multiple computers. Exceptions to this policy may be authorized by the University Librarian, the Associate University Librarian, the Administrative Services Librarian or appropriate designee.
General Policy for Use of the Room
Room 1306 is used for library workshops, library instructional classes and library staff training purposes. Library instruction takes precedence over all other requests and reservations even if prior reservations have been made for other meetings .
University faculty requests for library instruction are made through the request library instruction online form. Instructional sessions and room assignments are scheduled by library staff; if meeting facilities and instructor are available, confirmation will be sent by e-mail to the requestor. If the form is not functioning, requestors may contact Suzanne Emmons by telephone at 683-4182 or by email.
Assistance with equipment use is available upon request from Suzanne Emmons. Other chairs and tables-but not computer stations-may be moved to accommodate group needs. The requestor is expected to return the room to its original arrangement and condition, including the proper turning off of projection equipment.
The room is not available for use during times the library is closed or when library staff is not available. The University Librarian, or designee, is the only person who has the authority to alter the opening and closing times of the Library facility.
The Digital Services Center is designed to support the digitization and editing of images, text, audio and video for the teaching and research needs of ODU faculty, staff, and students. Staff is available to assist users with digital projects, course materials, and presentations.
Hours of Availability: Monday through Friday 10am-3pm or by appointment.
General Policy for Use of the Room
The Center is not intended for group instruction, except on an as needed basis for small-group library instruction sessions and for digital training of small groups. Requests for small group digital training may be made through the Digital Services Coordinator (email@example.com) or Head of Reference and Research Services (firstname.lastname@example.org). Because of security concerns, the Center may not be used unless staff is present.
Food and drink are prohibited in the public area of the Center.
Equipment is not available for use outside of the Center.
Users are expected to follow the library policies in regard to noise and cell phones.
The room is not available for use during times the library is closed or when library staff is not available. The University Librarian, or designee, is the only person who has the authority to alter the opening and closing times of the Library facility