Welcome to Library Services

The University of Ballarat Library (UB Library) aims to provide a range of high quality scholarly information resources and services to the University of Ballarat community. In doing so, the Library recognises the importance of our clients - staff and students of the University are central to all that we do. We endeavour to deliver services that recognise the diversity and needs of all client groups; we strive to be both responsive and innovative in our service delivery and to be a vital contributor supporting the University's mission to offer high quality learning and research opportunities.

UB Library offers an integrated library service across all campuses. Campus libraries are located at the Mt Helen, SMB, Horsham and Stawell campuses.

Library Services staff are grouped into four teams: the Information Resources Management (IRM), Mt Helen Library Services, Research, Education and Liaison (REaL) team, and TAFE Library Services. These teams provide services across the University's six campuses. Our organisation chart outlines the main services and functions that each library section has responsibility for. UB Library is part of the Learning & Quality Portfolio.

Client Charter

•  Provide courteous, professional and well trained staff at all times
  
•  Provide a prompt and efficient response to enquiries
  
•  Provide services and manage resources to support learning and teaching

•  Provide a well-organised website of current information
  
•  Provide skilled support and instruction in the use of print and electronic resources
  
•  Provide a safe and comfortable study environment

•  Evaluate services in response to feedback from users
  
•  Provide equitable access for users with special needs whenever possible
  
•  Openly communicate with you about our services
  
•  Provide referral where appropriate to another staff member

Planning

Planning is undertaken annually in conjunction with broader University development of annual Statements of Strategic Intent (SSIs). This planning is undertaken at a level that clearly maps library aims and objectives to those of the University. Operational planning focuses on the direct library client experience and information resource management and access.

•  2009 Library Operating Plan - June update (Internal access only) (PDF , 300 KB)
  
•  UB Library International Student Support Action Plan 2009 (Internal access only) (PDF , 98 KB)

Quality and Feedback

The University Library is committed to the provision of quality services and continuous improvement.

•   Library Support for Research Review

During the second half of 2009, the Library commenced a project to review how it supports the research activity undertaken by higher degree by research students, research active academics and research centre staff across the University. The project obtained feedback and input regarding current and future library support needs for research from appropriate stakeholders across the University and within the Library. The report based on the major consultative activities of an online survey of researchers and a series of in person interviews with School HDR, Research and Ethics Coordinators is now available.

The report makes 44 strategic and/or operational recommendations which the Library Management Group are now assessing and assigning responsibilities and action plans for implementation where appropriate. The recommendations cover all aspects of the Library’s responsibilities and functions: information literacy training and support, access to resources, amenities for research, document delivery, circulation and collection development and management.

 Library Support for Research Final Report (Internal access only) (PDF , 280 KB)

•   Campus Library Lending Services Review

During the second half of 2009 the Library commenced a review of campus library lending services. The objectives of this project were to undertake a review of UB Library circulation and lending services to ensure:

Circulation and lending services reflect the needs of campus library users (campus library users are any person who uses the physical or virtual resources of UB Library either at a campus library or remotely).

Development of a consistent level of service and support across campus libraries.

Optimum recognition and use of staff skills, expertise and experience in the delivery of circulation and lending services.

Improved communication and sharing of information, knowledge and processes amongst staff.

The final report is now available and makes recommendations in relation to how circulation services may be better structured to perform all the tasks they are required to carry out and how staff might develop their skill sets and contribute to a more integrated circulation service across the campuses.

 Lending Services Final Report (Internal access only) (MS word,, 408 KB)

 Appendix 1 - Timeframe Circulation Review Implementation (Internal access only) (MS word, 60 KB).

•   Library Client Survey

This national survey instrument helps us to evaluate client satisfaction across a range of indicators including library facilities and equipment, staff, communication, service delivery and quality and virtual library. Over 800 responses were received from staff and students across all campuses of the University for the June 2009 survey. Results for 2009, when compared to 2002, 2004 and 2006 results, have shown continued satisfaction with the overall quality of library services, placing University of Ballarat in the top percentage quartile with an overall satisfaction score of 77.2% when benchmarked against all other Australian University libraries. UB staff and students responding to the 2009 survey gave library staff the highest category rating of 88.1% with facilities and equipment scoring lowest at 71.0%.

Some service gaps were identified in the survey and focus groups conducted over 2009 have provided additional valuable feedback that has formed the basis of operational change and project work. The next Library Client Satisfaction Survey will be conducted in 2011.

•   Library Client Satisfaction Survey - International Students

A survey of client satisfaction with UB Library services delivered to on and off-shore Third Party Provider located staff and students was conducted during January/February 2009.

Results of this survey indicate that general assessment of quality and how satisfied respondees are with the Library, falls into the 3rd percentage quartile when benchmarked against other CAUL (Council of Australian University Librarians) libraries who have undertaken similar surveys. This needs to be considered in the context that UB arrangements with TPP organisations for the delivery of UB courses, differs from the majority of other universities within Australia. The majority of other CAUL libraries that have run this survey are those with dedicated on site libraries staffed and managed from the home institution.

This result falls short of the general assessment of satisfaction with local UB Library services reached in other UB Library Client Satisfaction Surveys where, benchmarked against other CAUL libraries, UB Library rates in the top percentage quartile (2009 survey).

Across all respondees to the international student survey, the most important factors were related to staff (friendliness, lack of discrimination, professionalism, clear and accurate responses to queries) and ease of access to e-resources. Highest performing factors were those related to staff, promptness of delivery of material from our collections to TPP locations and the provision of clear and useful information on the library website and catalogue. Largest gaps (or areas where we can focus on improvement) were all related to resources being easily accessible.

Library staff are working through the results of the survey to identify specific improvement actions. These will be built into the 2010 UB Library operational and International Student Support action plans.

•   Library Staff Survey

A survey of UB Library staff was conducted in November 2008. This survey set a benchmark high in overall satisfaction with the Library. Identified areas of improvement have been incorporated into Library and team operational plans.

•   Library Feedback

The Library has a robust feedback process. Students and other library clients provide feedback on library services and resources via an online feedback form available from the library website. Responses to feedback queries are placed on the library website for public viewing, and issues raised are addressed via library management group, teams or individuals as appropriate.

Major Projects

UB Library is committed to the development of best practice spaces that reflect the changing research, study and learning preferences of our students. Underpinning this approach is the need to provide point of need assistance and support via a single service point model utilising library and ICT staff, ICT rovers and student learning support staff. Refurbishment of the Mt Helen campus library was completed in April 2010. Refurbishment of the SMB campus library is expected to commence mid 2010.

•   Campus Library Refurbishment Projects:

Mt Helen campus library. Appointed architects: Demaine Partners

SMB campus library. Appointed architects: McIldowie Architects

For more information visit the Better Libraries web page.

•   UB Research Repository

In early 2007 UB Library joined the DEST funded Australian Research Repositories Online to the World (ARROW) project and commenced work on the installation and population of a local repository. Key drivers for repository implementation include the lengthy lead in time for print publishing, enabling articles and other research outputs to be available worldwide increasing the visibility of UB research, and enabling increased opportunities for communication amongst researchers. UB ResearchOnline went live to the University and wider community in November 2008.

More information is now available on the UB ResearchOnline webpage.

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• About us


• Contact us


• Information Resources Management (IRM) team


• Mt Helen Library Services team


• TAFE Library Services team


• Research, Education and Liaison (REaL) team