Services Charter

1. General and legal data

1.1. Identification data and objectives

 The University Library is a resources centre for learning, teaching, research and activities related to running and managing the university as a whole (Title IX, art 178, section 1 of the University of Castilla-La Mancha Statutes). The mission of the University Library is to provide access and disseminate information resources and to collaborate in the process of creating knowledge in order to contribute towards attaining the university objectives.

The University Library is made up of all the libraries on the different campuses of the university of Castilla-La Mancha (hereinafter, the UCLM).The main functions of the University Library are as follows:

• To create a bibliographical collection adjusted to the university lines of study and research.
• To process, conserve and disseminate the university´s own bibliographical collections.
• To provide the university community with access to information about the university collections and those of other libraries or Documentation Centres outside the  UCLM.

1.2. Services

1.2.1. Information, guidance and service for users

• This service is for responding to enquiries and general questions which need the help of a librarian.
• It is aimed at all library users.
• It can be accessed in person at the counters and access sections of each library, or online.
• Electronic loans:

1. By means of the university library website: https://www.biblioteca.uclm.es/Contacta/porquemedio/buzon
2. By means of electronic mail.
3. Telephone contact.
4. Access to social networks.

1.2.2. Virtual Library

• This is the result of combining all the electronic resources and online services of the library at one access point.
• It is aimed at all library service users. Access to certain databases, books and electronic journals is restricted to members of the university community.
• It can be accessed through any computer on the UCLM network or by the virtual private network (VPN) for members of the university community, from any computer connected to the Internet.
• Electronic loans. https://www.biblioteca.uclm.es/encuentra-informacion/recursos

• This consists in carrying out actions aimed at training different users to work with library resources, as well as nurturing the acquisition of skills in the range of instruments for accessing information.
• It is aimed at all library users, mainly students, teachers and researchers.
• The library annually puts on a range of activities at the library itself, as well as at different centres having reached an agreement with them. Moreover, there are tailor-made activities, requested from users themselves, as well as online training on the Moodle platform.
• Electronic loans. https://campusvirtual.uclm.es/

1.2.3.Training  for users and for the acquisition of information competences

• It consists in carrying out activities aimed at training different users to use library resources, as well as promoting acquisition of skills in the range of instruments there are for accessing information.
• It is aimed at all library users, mainly students, teachers and researchers.
• The library annually puts on a range of activities at the library itself, as well as at different centres having reached an agreement with them. Moreover, there are tailor-made activities, requested from users themselves, as well as online training on the Moodle platform.
• Electronic loans: https://campusvirtual.uclm.es/

1.2.4. Management of  desideratas (lists used in libraries to suggest acquisition of new works) and acquisition of bibliographical material.

• This service enables library users to request the purchase of bibliographic materials if they are to his or her interest.
• It is at the disposal of any library user.
• It can be accessed by filling out the corresponding forms which can be found on the loan counters and online on the library website after having shown identification.
• Electronic loans.
  • https://catalogobiblioteca.uclm.es opción acceso a “Mi biblioteca”
  • https://www.biblioteca.uclm.es/Conocenos/Catalogodeservicios/Desideratas
  • https://www.biblioteca.uclm.es/Conocenos/Catalogodeservicios/Compradelibros
• Other information:
  • The library will decide whether to acquire the material requested, with regards to how much this costs, the general interest of the bibliographical materials and its suitability to the current collection.

1.2.5. Reading rooms and spaces for learning, teaching and research

• This consists in access to and use of a range of rooms for consulting, studying or group work at the different libraries.
• It is aimed at all library users. The rooms for group work are mainly for the university students.
• They can be freely accessed, provided that valid documentation can be shown (student card, alumnus card or library card).
• This service is for responding to enquiries and general questions for which the help of a librarian is needed.
• It is aimed at all library users.
• It can be directly accessed at the counters and access sections at each library, online by means of the library website, by electronic mail or by phoning.
• Electronic loans: https://www.biblioteca.uclm.es/Contacta/porquemedio/buzon

1.2.6. Information and bibliographical and reference guidance.

• This service is for responding to enquiries and general questions for which the help of a librarian is needed.
• It is aimed at all library users.
• It can be directly accessed at the counters and access sections at each library, online by means of the library website, by electronic mail or by phoning.
• Electronic loans: https://www.biblioteca.uclm.es/Contacta/porquemedio/buzon

1.2.7. Consultation, loans and reservations of the university collection (local and home loans).

• This consists in access to and consultation of books and journals at the libraries´ own facilities and for home loans, in the conditions and periods established by regulations on library books.
• It is aimed at all library users.
• Access:
  • Directly, for free-access resources.
  • By means of requesting this at the counters, for resources located in depots.
  • By means of the self-loan systems.
  • It is possible to renew online after having shown identification on the web catalogue.
• Electronic loan (renewal):
  • https://catalogobiblioteca.uclm.es access to “My library” option
  • https://www.biblioteca.uclm.es/Conocenos/Catalogodeservicios/Prestamo

1.2.8. Inter-campus loan

• This consists in requesting loans from other libraries or copies of bibliographical materials and special collections there are on campuses other than that of the user.
• It is aimed at all library users.
• It can be accessed by means of requesting this in document access sections at the different libraries or online.
• Electronic loans: https://www.biblioteca.uclm.es/Conocenos/Catalogodeservicios/interbib-intercampus

1.2.9. Inter-library loan

• This consists in requesting loans from other libraries or to copy bibliographical materials and special collections which are not part of the collections of the UCLM library. In return, the materials of the library will be made availability to other libraries to meet the requests of their users.
• It is aimed at all library users.
• It can be accessed by means of requesting this in document access sections at the different libraries or online.
• Electronic loans: https://www.biblioteca.uclm.es/Conocenos/Catalogodeservicios/interbib-intercampus

There is a cost to this service, established in every situation by the lending library, depending on whether this is a loan or copy. For Spanish university libraries, fees are set by common agreement with the members of Rebiun and may be consulted here

1.2.10. Lending laptops and other support resources for teaching and learning.

• This consists in lending support materials, such as laptops, memories, lecterns and other items.
• It is mainly aimed at university students.
• It can be accessed on request at the counters at the different universities.

1.2.11. Internet access and office automation resources

• This consists in Internet access and use of office automation applications from computers on the premises of the different libraries, laptop computers loaned by them, or from the laptops of the users by wireless connection (Wifi).
• Aimed at all members of the university community and accredited library users.
• It can be accessed on request at the counters at the different universities.

1.2.12. Personalized care for disabled users

• This consists in personalized care for users whose access to library resources and services inusual conditions is limited and there are access facilities to buildings and rooms, furniture and adapted resources(hardware and software).
• It is aimed at any users whose access to the resources and services in usual conditions is limited.
• More information at:

 https://www.biblioteca.uclm.es/Conocenos/Catalogodeservicios/Discapacidad

1.2.13.  RUIdeRA  Management of Institutional Repository

• It is a portal for electronic objects with full scientific, teaching and institutional texts, which have been produced and digitalized by the university itself, and whose publication is collectible and free access. It may store different types of objects, all of which are in electronic format, in communities managed by different units and university areas. The Libraries area manages those for Research, University Library and UCLM Journals.
• It is freely accessible for any interested person.
• It can be accessed from the site: http://ruidera.uclm.es/

1.3 Users

The services included in this Services Charter are provided to the following groups of users:

• UCLM Students.
• Teaching and research staff at the UCLM.
• Administration and services staff at the UCLM.
• Members of the friends and former students of the UCLM.
• Government and Administrative bodies of the UCLM.
• Libraries, companies, associations and public and private institutions, according to that established by the university regulations.
• The general public according to that established in the University Library regulations. 

1.3.1. User rights

• In general, all those recognized by that established in article 13 of Law 39/2015 of the 1st of October, on the common administrative procedure for Public Administrations.
• To receive polite, correct and efficient service from the UCLM staff.
• Free and free of charge access to the University Library buildings regardless of where these are located and in the conditions established by the regulations in force.
• To request and receive information about the services provided by the University Library.
• To use the services provided by the University Library, in the conditions established in the pertinent regulations.
• To lodge complaints when staff have not acted correctly.
• To receive a response to their complaints in the period established in point 2.2 of this Services Charter.
• To participate in the process for improving quality by means of the procedures established by the library.
• To be informed of the results of the evaluations and improvements made, in observance of the principles of respect for people and confidentiality and to be aware of the data and information which may affect them.

1.3.2. User duties

• To accept the conditions and requirements established by the regulations on the provision of services.
• To provide the documentation the university requires for providing the service in the periods and with the requirements set by it.
• To respect and look after the facilities and UCLM buildings, as well as behaving politely and considerately to library staff serving them.

1.4. Ways of user participation

The user of all the activities and services the University Library provides has the following participation channels at his or her disposal:

• (CAU), service point for users located at: https://www.biblioteca.uclm.es/Contacta/porquemedio/redesociales
• Physical mailbox located at all libraries.
• In writing, with a telephone call, by fax, electronic mail addressed to the specific addresses given in this Charter.
• Libraries Commission.
• Survey into necessities, expectations and satisfaction carried out amongst all users.
• Social networks of the library (Twitter, Facebook, Blog, WhatsApp, etc.): https://www.biblioteca.uclm.es/Contacta/porquemedio/redesociales

1.5. Management of complaints, suggestions and enquiries

1.5.1. Ways to present these

• Electronic:
  • By accessing the virtual mailbox at: https://www.biblioteca.uclm.es/Contacta/porquemedio/buzon
  • With an electronic mail addressed to the specific addresses given in this Charter.
• In person: At any of Auxiliary Registries which make up the General Registry of the UCLM or at any other Official Public Administration Registry, in accordance with that established by Law 39/2015 or using thesuggestions form there is and posting this in the physical post box located on the premises of all the libraries.
• By post: in writing addressed to any of the addresses shown in this Charter.

1.5.2. Means of obtaining information about the stage processing is at:

• By electronic mail, registered post, whichever means the user prefers.
• Periods for providing a response: within 5 working days of reception.

1.6. Regulations

The Services provided by the University Library are provided in accordance with the following regulations.

1.6.1. State and regional regulations

• Organic Law 15/1999 of the 13th of December, on Protection of Personal Data.
• Organic Law 6/2001 of the 21st of December, on Universities.
• Organic Law 3/2007 , of the 22nd of March on Effective Equality for Men and Women.
• Organic Law of 4/2007 of the 12th of April, which amends Organic Law 6/2001 on the 21st of December, on Universities.
• Law 16/1985, of the 25th of June, on Spanish Historic Heritage.
• Law 51/2003 of the 2nd of December, on Equal Opportunities, Non-Discrimination and Universal Access for Disabled People.
• Law 23/2006 of the 7th of July, which amends the Consolidated Text on the Law of Intellectual Property, passed by Royal Legislative Decree 1/1996 of the 12th of April.
• Law 10/2007, of the 22nd of June, on Reading, Books and Libraries.
• Law 3/2011, of the 24th of February, on Reading and Libraries of Castilla-La Mancha.
• Law 14/2011, of the 1st of June on Science, Technology and Innovation.
• Law 4/2013, of the 16th of May, on Cultural Heritage of Castilla-La Mancha.
• RoyalLegislative Decree1/1996 of the 12th of April by which the Consolidated Text on the Law on Intellectual Property was passed.
• Royal Decree 1720/2007, of the 21st of December, by which the Implementing Regulation of Organic Law 15/1999 of the 13th of December, on Protection of Personal Data, was passed.

1.6.2. UCLM Regulations and those specific to this service

• Statutes of the University of Castilla~La Mancha.
• Specific regulations and laws of the University Library.