National Library Quality Service Charter

Contents

Who we are 

This Charter 

How to contact us 

Opening hours 

Our commitment 

How you can help us 

How to use our services 

Our services 

If you are not satisfied with our service 

Learning from you

Who we are

At the National Library we do our best to enrich knowledge by providing you with library material for reference and research. In the 500 years since its origin, the National Library has built up a fine collection of documents, manuscripts, engravings, collections, books and other material spanning over a thousand years.

Today we are still committed to acquiring, assembling and preserving for posterity the nation's written and printed heritage.

This charter outlines the services we provide and the standards of service we aim to achieve and which you can expect from us. It also tells you what to do if you would like our service to change or improve. We regularly monitor and seek to improve the quality of our customer service according to the standards in the Quality Service Charter. Through this charter we are committed to providing you with a quality service.

The National Library is situated in Valletta. You can contact us by:

• coming personally or writing to the:

National Library of Malta

36, Triq it-Tezorerija,

Valletta CMR 02

• phoning us on 21236585 or 21243297
• faxing us on 21225126

• accessing our website at: www.libraries-archives.gov.mt

We are open to visitors from Monday to Saturday during these times:

1^st October - 15^th June

Monday to Friday

8.15 a.m. - 5.45 p.m.

Saturday

8.15 a.m. - 1.15 p.m.

16^th June - 30^th September

Monday to Saturday

8.15 a.m. - 1.15 p.m.

Visitors shall be allowed to enter up to 15 minutes before closing time.

Our commitment

We deliver a wide range of services. You can expect us to:

• be quick, courteous and helpful at all times
• be knowledgeable, dedicated and well-trained in customer care and library procedures to assist you
• identify ourselves by wearing nametags
• constantly improve the Library's environment
• provide clear and accurate information about library services and the regulations which we follow in order to preserve the volumes in our care.

You can help us deliver a better quality service by:

• respecting the rights of other customers, particularly by keeping silence
• observing the Library Regulations
• handling all items in the national collection with great care
• treating library facilities and property with due care
• providing us with relevant information when it is needed
• being courteous and co-operative with our staff.

Please understand that we have to safeguard the heritage that is entrusted to the National Library. For this reason security measures have to be enforced. We therefore kindly ask you to note the Regulations and respect them. You can pick up a copy of the full set of Regulations from the reception area.

To use our services, you will be requested to present an identification document, such as an official identity card or passport, at the Reception Desk near the main entrance. On entering the Library you shall have to deposit your bag and any other objects in the security area reserved for that purpose. You are allowed to use only pencils to take notes inside the Reading Room.

A researcher shall be given a 'RESEARCHER' identification tag to be allowed access in the research area of the Reading Room. A visitor shall be given a 'VISITOR' identification tag to be allowed access up to the exhibition area in the Reading Room. These tags have to be worn at all times. Children under 15 years of age shall not be allowed into the research area.

Requests for the photographing or filming of library material are to be made in writing to the Director. No flash or artificial lighting can be used.

If you are a researcher, kindly complete the request form for library material and submit all the requested details. A letter of recommendation from a recognised educational body is required to consult manuscripts or rare books.

You may request up to 8 manuscripts or books per day. No delivery of material is made between 12.15 p.m. and 1.30 p.m. and after 5.00 p.m. between 1^st October and 15^th June and after 12.45 p.m. on Saturdays and between 16^th June and 30^th September.

You can expect us to deliver books you request within 15 minutes.

Manuscripts or books are to be handed over to the Reading Room staff and checked before the researcher leaves the National Library premises.

Newspapers and manuscripts or books in a poor state of conservation can be viewed on microfilm, if available. Loose parchments can only be viewed on microfilm, except under special circumstances.

The fees for microfilming at the Library are €5.82(Lm2.50) per volume plus  €0.23 (10c) per frame. The fees for duplicating a microfilm from negative to positive are  €34.94 (Lm15) per film.

The following material can only be duplicated from microfilms:

• pre-1850 material
• bulky material
• material larger than A3 open
• manuscripts
• incunabula
• rare books
• newspapers
• any other material which, in the opinion of the Director, is not proper to photocopy.

If a microfilm is not available, the reader may order one against extra payment.

You can expect us to deliver available microfilms for viewing within 10 minutes of your request.

You can request photocopies of library material which is in a suitable condition to be photocopied. In some cases we may have to apply certain restrictions even on the amount that may be photocopied. In fact, the Director may restrict photocopying to no more than 10% of any material for reasons of preservation of this same material. The fees for photocopies at the Library shall be of €0.23 (10c) in respect of each A4 size page and  €0.35(15c) for each A3 size page, payable in advance. Kindly always check with the Reading Room staff that the material ordered is in a condition to be photocopied before paying.

Orders for photocopies may be placed and paid for at these times:

1^st October - 15^th June

8.15 a.m. - 12.00 p.m.

13.30 p.m. - 16.00 p.m.

16^th June - 30^th September

8.15 a.m. - 12.00 p.m.

You can expect us to send photocopies from available microfilms within 2 working days of your request and photocopies of documents you request will also be sent within 2 working days. Exceptional circumstances may prevent us from reaching this target.

It is important that you are satisfied with our service. If you think that we have failed to maintain our service delivery standards you can lodge a complaint. We will look into all complaints as they also help us improve our service and because your complete satisfaction is essential to us.

If you would like to lodge a complaint, it is best to first speak to the person who served you. If you are not satisfied with the outcome, you may call at or write to our Customer Care Unit at the following address:

National Library of Malta

36, Triq it-Tezorerija,

Valletta CMR 02

We will acknowledge your complaint within 1 working day and you will have a full reply within 10 working days.

We continuously strive to provide a service that meets your needs and we welcome any comments and suggestions for service improvement. Kindly give us your comments by filling in a Feedback Form and leaving it in the suggestion box that we have made available at the reception area.

Values displayed in Maltese Lira are based on the rate of €1=Lm0.429300 and are for information purposes only.

All information is correct at time of going to print. Updated information is available on the Charter Support Unit website and on the National Library website.

December 2001

Published by the Charter Support Unit, OPM

http://www.servicecharters.gov.mt

Printed at the Government Press

Photography, DOI