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Information Services Guidelines
These guidelines describe the terms and conditions for the provision of information services at the State Library of Western Australia (SLWA).
How We Can Help You
Enquiries can be received in person, via telephone, in writing and online via email.The Philosophy Behind Our Service
The emphasis of our services is on helping clients with developing search strategies, selecting resources and assisting in the use of the catalogues and resources provided by the library.Timely, Effective and Courteous Service
- Most walk-in and telephone enquiries will receive an immediate response unless it requires follow-up.
- Written enquiries, including Your Enquiry Service (YES) may take up to 5 business working days. Clients will be notified if further time is required, however a maximum of 5 day turnaround time is assured.
- A sum total of 45 minutes will be spent on any enquiry or service assistance.
- Clients who require more than 45 minutes assistance may be referred to relevant learning programs or be advised to seek the services of a private fee-based researcher.
- For interstate and overseas clients, staff will answer enquiries about materials unique to our collections but will refer clients to their own state or national library for general information.
- Extensive or ongoing research
- Lengthy searches of un-indexed resources
- Copying and delivery of documents which require copyright clearance and copying fees. These should be requested through your local public library
- Valuation services
- Medical, business or legal advice
We’re Listening To You
We welcome your feedback to assist us in the continuous improvement and development of our services. If you have any suggestions or feedback about our services please visit the Contact Us page on our website.Service Disclaimer
When responding to enquiries, we make reasonable and diligent efforts within our service guidelines to obtain accurate information from authoritative sources, including online databases. Information is provided in adherence with copyright legislation and, unless specifically stated in writing, there is no attempt at analysis.Page last updated: Tuesday 20 November 2012
