In the interest of protecting the rights of all users and in order to provide an environment suitable for pursuit of scholarly activities, the URLS has developed a Code of Conduct. Library users shall ensure that their use of library facilities, services, collections, electronic resources, and equipment does not infringe on or disrupt the work, research, and use by other library users.
The Code of Conduct is designed to encourage maintenance of a positive and productive learning environment in which all persons treat each other with respect and courtesy.
Behaviors Prohibited by URLS
- Acting as if under the influence of alcoholic beverages or drugs of any type is prohibited in all facilities of the University of Rwanda Libraries.
- Smoking, and use of tobacco products, electronic cigarettes and similar devices, is not permitted in any library or within a 20-foot radius of all library entrances, doors and windows, and air intakes.
- Reservation of seats is not permitted. The library staff shall remove books and other articles left for 30 minutes on chairs and tables.
- Threatening, intimidating and disruptive behavior that interferes with normal use of the library, such as abusive language, threats of violence, fighting, hostile behavior or any other type of harassment to a user or library staff is not allowed.
- Use of library space for prolonged or habitual sleeping or as living quarters is not allowed.
- Use of restroom facilities for purposes other than which they are intended is prohibited.
- Posing a sanitary, health, or safety risk others, including offensive body odor is prohibited.
- Engaging in sexual harassment or overt sexual behavior is prohibited.
- Asking to use a staff telephone or requesting supplies such as paper, envelopes, paper clips, rubber bands, writing implements is not allowed.
- Theft and intentional mutilation of library collections, equipment, and/or facilities is prohibited and will lead to prosecution.
Care and Handling of Library Materials
Library users shall help to extend the life of the UR Libraries' collections, by refraining from acts that may lead to misuse, defacement, misappropriation, or damage to library collections, resources, furniture, buildings, equipment and property.
Food and Drink
URLS regulation on the use of food and drink is not only intended to preserve library collections and equipment and to maintain the overall longevity and comfort of library furnishings, but also to provide an environment respectful of all user's needs. URLS also strives to provide a neat and comfortable research and study environment. Therefore food and drink shall not be used in the following areas:
- Book stacks
- Near photocopiers, printers, and in Computer laboratories
- Special Collections and Archives
Library staff have the duty to uphold this code of conduct. URLS expects cooperation from all users to make the Library a quiet, safe, and appropriate environment conducive for study and research.
Noise and Mobile Phone Use
- URLS is committed to providing a welcoming environment that is conducive to a variety of study needs. Noise shall be kept to a minimum throughout the library.
- Quiet Study areas are designated in all of the libraries. Conversation and phone use shall not be permitted in these areas.
- Group Study and discussions is permitted in all places that are not designated Quiet Study areas.
- Use of mobile phones is permitted only in the non-quiet-study areas of the library. Users are expected to be respectful of other users while using their mobile phones.
- If a patron is not being respectful of others, you may point it out to them. If you are not comfortable doing so, please go to the information desk to report the problem. Be sure to give a specific location and descriptive information about the person/persons.
Complaints
A complaint is an expression of dissatisfaction about the service, actions, or lack of action by URLS, including perceived failure to do something agreed upon, failure to observe policy or procedures, error made by a staff member and unfair or discourteous actions and/or statements by staff member.
Handling Complaints by URLS
URLS shall ensure that:
- Complaints are dealt with promptly and resolved as quickly as possible.
- Review of complaints is fair, impartial and respectful to all parties.
- Complainants are advised of their options to escalate their complaint to a more senior staff if they are dissatisfied with outcome.
- Complainants are provided clear and understandable reasons for decisions relating to complaints.
- Updates are provided to complainants during review processes.
- Complaints are used to assist in improving services, policies and procedures.
Complaint Receipt and Handling Procedure
1
A complaint shall be received verbally (by phone or in person) or in writing (or email). An employee who receives a complaint shall determine the proper person to handle it. This will generally be the person who has the primary relationship with the complainant or has specific knowledge that is needed to resolve the problem.
2
It shall be the responsibility of the person who receives the complaint to either resolve it or transfer it to another person who can resolve it.
3
If the complaint is transferred, the recipient must acknowledge to the transferor that he/she has received it and will act on it.
4
The person who initially receives the complaint shall acknowledge to the complainant that the complaint has been received and will be acted on either by him/herself or another employee. If a timeframe for action can be determined, that should be included in the acknowledgement. Basic contact information of the complainant, including the name, phone number and email address shall be recorded.
Resolving the Complaint
- Every effort shall be made to resolve complaints received in a timely fashion. When receiving a verbal complaint, staff shall listen and seek to understand the complaint, and attempt to resolve it immediately. Complaints received in writing shall be acknowledged within 48 hours and staff shall attempt to resolve the matter within 10 business days.
- Where a complaint cannot be easily resolved, it shall be forwarded to the Head of Campus Library Services. If the Head of Campus Library services cannot resolve the complaint, it will be escalated to the Director of Campus Library Services.
- If the complaint is about the Head of Campus Library services, it will be handled by the Director of Campus Library Services.
- If it cannot be resolved by the Director of Campus Library Services, it shall be forwarded to the University Librarian.
- If it cannot be resolved by the University Librarian, it shall be forwarded to the Chairperson of the Library committee.
- The complainants shall be kept informed of the status of their complaint. Every attempt shall be made to resolve escalated complaints within a month.
- Complaints records, including a description of the complaint, who handled it, what was done to resolve the complaint, timeframe and description of the resolution shall be maintained.
- A summary of the complaints received including number and type will be reported to the Library Committee and Senate annually.
Library Users' Responsibilities
Library users are expected to:
- Treat library staff and other users with respect and courtesy
- Follow all library policies and regulations
- Return borrowed materials on time
- Pay fines and charges as assessed
- Report any problems or concerns to library staff
- Help maintain a quiet and conducive study environment