Client Charter

The Knowledge Management Department (KMD) will strive to serve and provide SC Knowledge Hub users with the following list of services and assistance impartially. 

Collection Development 
  • To provide suitable print or electronic resources that are required for research and reference purposes through new purchases and/or inter-library loans from participating libraries/institutions. 
  • To process and make avail newly acquired materials no longer than 3 working days from the date of arrival of the books (1 working day for journals).
  • To provide access to available online journals upon request. 

Circulations and Loans 
  • To facilitate customised loan arrangements (e.g. long term loans, self-service renewals, recalls and inter-library loans). 
  • To re-shelve returned items which have been borrowed or used in-house immediately.
  • To check and ensure that all items are shelved accurately on a daily basis.
  • To obtain books sourced via inter-library loans services within 2 days of its request. 

  • To offer users with reference and enquiry services, either in-person, by phone or email.
  • To respond to enquiries from clients (whether in-person, via telephone and email) immediately.

  • To maintain a courteous and cordial relationship with our users.
  • To respond to users’ inquiries or provide referrals to another staff member immediately.