Client service charter

We are a client-focused organisation. Our vision is to be a model of excellence in the provision of legal information services.

our values

courteous, timely, accurate and confidential service
skilled and professional staff
print and electronic collections that effectively support legal research and the practice of law
access to national and international legal information
a website that provides reliable 24-hour access to resources and services
equality of access to resources and services in both urban and rural locations
a comfortable environment for private study and research
continuous improvement of resources and services
regular consultation and communication

Access means we buy, borrow or facilitate access to collections or electronic services
We aim to have

24-hour access to electronic resources such as the libraries' website and catalogue
links to legal resources on our website updated at least quarterly
extended hours of access to collections (our branch libraries are accessible to the legal profession 24 hours a day and our libraries in Edmonton and Calgary are accessible 28 hours weekly beyond regular business hours)
an individual study area always available to you when the libraries are open.

Response to document delivery requests will be

100% of articles requested from other libraries placed within 1 working day
100% response to enquiries and requests relating to electronic resources within 2 working days
100% response to requests for photocopies of materials available at other Alberta Law Society Libraries within 1 working day
100% response rate to requests for photocopies at the local Alberta Law Society Library available on the same day.

We aim to have

urgent new materials available within 2 working days of receipt
updates to loose-leaf services filed within 2 working days of receipt
items available to users within 1 working day of being returned from a loan or use in the libraries.

We aim to have

the Circulation desk available for catalogue and client queries whenever the libraries are staffed
the Reference desk available for information and search strategies whenever the libraries are staffed
an Electronic Reference desk available to give clients a response within 1 working day
printed guides, brochures, and subject-based links on the libraries' website

We aim to have

basic information skills training at our Reference desk where appropriate
appointments with our Public Services staff for orientations, library tours, or computer resources training, where appropriate
legal research seminars / workshops scheduled on a regular basis or available upon request.

We aim to have

staff who will always answer the telephone promptly and identify themselves and their library when they do so
staff who will greet you within 10 seconds of your arrival in the library
staff who will be helpful, courteous and listen to what you say
staff who will always tell you when they will provide the service you requested, if they cannot provide it immediately
staff who place emphasis on open and transparent processes
staff who impartially apply policies and guidelines
staff who consult widely to give clients an opportunity for direct input into decisions that affect them.