{"id":86,"date":"2021-12-07T06:51:55","date_gmt":"2021-12-07T06:51:13","guid":{"rendered":"https:\/\/www.curtin.edu.au\/library\/?page_id=86"},"modified":"2023-10-24T07:37:50","modified_gmt":"2023-10-24T07:37:50","slug":"help","status":"publish","type":"page","link":"https:\/\/www.curtin.edu.au\/library\/help\/","title":{"rendered":"Help"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">We&#8217;re ready to help. Contact us for help with library queries.<\/h2>\n\n\n<section\n                class=\"block cards-image block--no-indent\"\n        data-segment=\"all\">\n\n    \n\n    <div class=\"card-grid\" data-card-size=\"standard\" data-card-count=\"4\" data-card-background=\"white\">\n                    <div id=\"frequently-asked-questions\" class=\"card card--image\"\n         data-type=\"img\"><div class=\"card__top image-offset\"><img decoding=\"async\" class=\"card__image\" src=\"https:\/\/www.curtin.edu.au\/library\/wp-content\/uploads\/2023\/04\/230218-Curtin-Library-1528-aspect-ratio-2-1-1-480x240.jpg\" alt=\"Frequently asked questions\"><\/div><div class=\"card__title\"><h2 class=\"h2\">Frequently asked questions<\/h2><\/div><div class=\"inner\"><div class=\"card__content\"><p>Check to see if your query has already been answered in our <a href=\"https:\/\/students.connect.curtin.edu.au\/app\/answers\/list\/p\/4\/\">Frequently Asked Questions<\/a>. <\/p><\/div><\/div><\/div>                    <div id=\"contact-us-online\" class=\"card card--image\"\n         data-type=\"img\"><div class=\"card__top image-offset\"><img decoding=\"async\" class=\"card__image\" src=\"https:\/\/www.curtin.edu.au\/library\/wp-content\/uploads\/2022\/06\/student-ged75b245f_1920-aspect-ratio-2-1-480x240.jpg\" alt=\"Contact us online\"><\/div><div class=\"card__title\"><h2 class=\"h2\">Contact us online<\/h2><\/div><div class=\"inner\"><div class=\"card__content\"><p>You can ask us a question via our online forms, please enquire using the options below: <\/p><ul><li><a href=\"https:\/\/students.connect.curtin.edu.au\/app\/ask_details_library_students\/p\/1538\/\">I\u2019m a Curtin student<\/a><\/li><li><a href=\"https:\/\/students.connect.curtin.edu.au\/app\/ask_details_library_staff\/p\/1538\/\">I\u2019m a Curtin staff member<\/a><\/li><li><a href=\"https:\/\/students.connect.curtin.edu.au\/app\/ask_details_library_other\/p\/1538\/\">I\u2019m a community member, an alumni or affiliated with another institution<\/a><\/li><\/ul><p>You can also contact us via email at <a href=\"mailto:libraryhelp@curtin.edu.au\">libraryhelp@curtin.edu.au<\/a>.<\/p><\/div><\/div><\/div>                    <div id=\"phone-us\" class=\"card card--image\"\n         data-type=\"img\"><div class=\"card__top image-offset\"><img decoding=\"async\" class=\"card__image\" src=\"https:\/\/www.curtin.edu.au\/library\/wp-content\/uploads\/2022\/06\/AdobeStock_330388554-scaled-aspect-ratio-2-1-1-480x240.jpeg\" alt=\"Phone us\"><\/div><div class=\"card__title\"><h2 class=\"h2\">Phone us<\/h2><\/div><div class=\"inner\"><div class=\"card__content\"><p>We&#8217;re available to answer your queries over the phone on Monday &#8211; Friday 8.30am to 4.30pm: TL Robertson Library (Perth): <a href=\"tel:+61892667166\">+61 8 9266 7166 <\/a> Kalgoorlie Library: <a href=\"tel:+61890886630\">+61 8 9088 6630 <\/a><\/p><\/div><\/div><\/div>                    <div id=\"visit-us\" class=\"card card--image\"\n         data-type=\"img\"><div class=\"card__top image-offset\"><img decoding=\"async\" class=\"card__image\" src=\"https:\/\/www.curtin.edu.au\/library\/wp-content\/uploads\/2023\/04\/230218-Curtin-Library-1332-aspect-ratio-2-1-1-480x240.jpg\" alt=\"Visit us\"><\/div><div class=\"card__title\"><h2 class=\"h2\">Visit us<\/h2><\/div><div class=\"inner\"><div class=\"card__content\"><p>You can visit TL Robertson Library or Kalgoorlie Library for in-person support. Make sure to check our <a href=\"https:\/\/www.curtin.edu.au\/library\/using-the-library\/\">opening hours<\/a> before visiting.<\/p><\/div><\/div><\/div>            <\/div>\n<\/section>\n\n\n\n<h2 class=\"wp-block-heading\">Library service standards<\/h2>\n\n\n<section\n                class=\"block accordions\" role=\"complementary\"\n        aria-label=\"Accordion\"\n        data-segment=\"all\">\n\n        \n\n    <div class=\"accordions__container\">\n                    <div class=\"accordion\">\n            <button type=\"button\" class=\"accordion__heading accordion__toggle\" aria-controls=\"our-service-commitment\" aria-expanded=\"false\">Our service commitment<span class=\"ico ico-chevron-fat ico--deep-blue\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 32 32\"><path d=\"M10.91 30.41l-2.82-2.82L19.67 16 8.09 4.41l2.82-2.82L25.33 16 10.91 30.41z\"\/><\/svg><\/span><\/button>\n        <div class=\"accordion__content content\" id=\"our-service-commitment\" aria-hidden=\"true\">\n                    <p>We are committed to providing a service aligned to <a href=\"https:\/\/about.curtin.edu.au\/values-vision-strategy\/curtin-values\/\">the Curtin values<\/a>:<\/p>\n<ul>\n<li>Integrity<\/li>\n<li>Respect<\/li>\n<li>Courage<\/li>\n<li>Excellence<\/li>\n<li>Impact<\/li>\n<\/ul>\n<p>We will provide stakeholders with accurate and timely information about the range of opportunities, services, and facilities available at Â鶹ֱ²¥ Library whilst being:<\/p>\n<ul>\n<li>professional.<\/li>\n<li>accessible and responsive.<\/li>\n<li>sensitive to the circumstances of individuals and communities with specific needs.<\/li>\n<\/ul>\n<p>In providing our service, you can expect us to:<\/p>\n<ol>\n<li>ensure support is available between the hours of 8.30am \u2013 4.30pm Monday to Friday.<\/li>\n<li>respond to your enquiry as soon as reasonably possible within two business days.<\/li>\n<li>maintain a friendly, helpful, and courteous manner always.<\/li>\n<li>provide accurate and up-to-date information.<\/li>\n<li>accurate and up-to-date self-help materials available online.<\/li>\n<li>afford stakeholders maximum access to information.<\/li>\n<li>provide reliable and easy to use self-service facilities where possible.<\/li>\n<li>ensure library contact points are clearly and widely advertised.<\/li>\n<li>limit unnecessary customer referrals.<\/li>\n<li>commit the necessary resources to maintaining an efficient and effective Enquiry Management System by taking responsibility for enquiry closure at either initial point of contact or primary referral point \u2013 even through peak enquiry periods.<\/li>\n<li>ensure staff with enquiry management responsibilities are properly informed, skilled, and committed to meeting service standard expectations.<\/li>\n<li>protect personal and confidential information.<\/li>\n<li>seek feedback on our performance and routinely monitor the extent to which these service standards are being met and, where necessary, implement improvement strategies.<\/li>\n<\/ol>\n<p>You can help us meet our service commitment to you by:<\/p>\n<ol>\n<li>treating Library staff with respect and courtesy.<\/li>\n<li>telling us if you have any special requirements.<\/li>\n<li>letting us know as soon as possible if your circumstances change.<\/li>\n<li>following our reasonable requests during the process.<\/li>\n<li>telling us about your experience of our service so we can keep making it better.<\/li>\n<\/ol>\n\n            <\/div>\n<\/div>                    <div class=\"accordion\">\n            <button type=\"button\" class=\"accordion__heading accordion__toggle\" aria-controls=\"providing-feedback-on-our-services\" aria-expanded=\"false\">Providing feedback on our services<span class=\"ico ico-chevron-fat ico--deep-blue\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 32 32\"><path d=\"M10.91 30.41l-2.82-2.82L19.67 16 8.09 4.41l2.82-2.82L25.33 16 10.91 30.41z\"\/><\/svg><\/span><\/button>\n        <div class=\"accordion__content content\" id=\"providing-feedback-on-our-services\" aria-hidden=\"true\">\n                    <p>We are committed to continual improvement and would like to know about your experience of our services.<\/p>\n<p>If you have a concern, please notify the staff member who is assisting you or email us via <a href=\"mailto:libraryhelp@curtin.edu.au\">libraryhelp@curtin.edu.au<\/a>. We will aim to resolve any issues quickly and fairly.<\/p>\n<p>If you have a suggestion on how we can improve please let us know via email at <a href=\"mailto:libraryhelp@curtin.edu.au\">libraryhelp@curtin.edu.au<\/a>.<\/p>\n\n            <\/div>\n<\/div>            <\/div>\n\n<\/section>\n\n\n<inlay-oracle-chat-embedded id=\"chatInlay\" class=\"inlay\" anonymous-chat-enabled=\"false\" polling-enabled=\"true\" delay-second=\"0\" file-upload-enabled=\"true\" inlay-hidden=\"true\" inlay-mode=\"BOTTOM_LEFT\" launch-form-fields=\"[&quot;SUBJECT*&quot;, &quot;FIRST_NAME*&quot;, &quot;LAST_NAME*&quot;, &quot;EMAIL*&quot;]\" post-chat-print-transcript-enabled=\"true\" site-url=\"askcurtinfaq.widget.custhelp.com\" product-id=\"2230\"><\/inlay-oracle-chat-embedded>\n<script id=\"oit-loader\" src=\"https:\/\/askcurtinfaq.widget.custhelp.com\/s\/oit\/latest\/common\/v0\/libs\/oit\/loader.js\" async=\"\" data-oit-config-url=\"https:\/\/www.curtin.edu.au\/library\/live-chat\/inlay_config_lib.json\"><\/script>","protected":false},"excerpt":{"rendered":"<p>We&#8217;re ready to help. Contact us for help with library queries. Library service standards<\/p>\n","protected":false},"author":40,"featured_media":0,"parent":0,"menu_order":8,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"tags":[],"class_list":["post-86","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.curtin.edu.au\/library\/wp-json\/wp\/v2\/pages\/86","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.curtin.edu.au\/library\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.curtin.edu.au\/library\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.curtin.edu.au\/library\/wp-json\/wp\/v2\/users\/40"}],"replies":[{"embeddable":true,"href":"https:\/\/www.curtin.edu.au\/library\/wp-json\/wp\/v2\/comments?post=86"}],"version-history":[{"count":5,"href":"https:\/\/www.curtin.edu.au\/library\/wp-json\/wp\/v2\/pages\/86\/revisions"}],"predecessor-version":[{"id":4409,"href":"https:\/\/www.curtin.edu.au\/library\/wp-json\/wp\/v2\/pages\/86\/revisions\/4409"}],"wp:attachment":[{"href":"https:\/\/www.curtin.edu.au\/library\/wp-json\/wp\/v2\/media?parent=86"}],"wp:term":[{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.curtin.edu.au\/library\/wp-json\/wp\/v2\/tags?post=86"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}