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Bocconi Library & Archives Service Charter

Commitment to Service Quality

The staff of Bocconi Library and Archives is constantly working toward improving its professionalism and ensuring, in particular: 

  • Technological innovation: the correct application of library procedures and national and international bibliographic standards; furthermore, making efforts to ensure that software and platforms essential for library operations, including those not under its direct control and responsibility, are managed and utilized for the fullest extent. 
  • Ongoing training: in order to both offer a service that always meets the needs of users and to enhance the staff: continuous staff retraining; training when new products, management procedures, or software are acquired; and training of newly hired personnel. 

We guarantee:

  • Adherence tor the principles of professional ethics and the quality standards defined to assist users in their informational needs with courtesy, integrity, availability, impartiality, confidentiality and the utmost care in the service provided.
  • Respect for the organizational values of the University staff and the observable behaviors associated with them. 
  • Provision of services with continuity and regularity; the Bocconi Library staff is committed to giving timely notice of the need to interrupt a service and to taking all necessary measures to minimize inconvenience to users. 
  • Information for users regarding the Library's organization and the proper use of services offered. 
  • Compliance with the safety procedures defined by the University to ensure the best health and safety conditions for users. 

We ask users to:

  • Observe proper behavior and respect for the environment, for those who use it, and for the conditions of use of Library services. 
  • Commit to not damaging the materials or facilities. 
  • Comply with the current copyright regulations when using printing and reproduction services. 
  • Abide by the general guidelines regarding the Terms of Use of Electronic Resources published on web pages. 

  • Follow safety procedures and adopt behaviors that do not put themselves or others at risk. 

The services provided by the Bocconi Library are subject to annual evaluation within the University. The quality of the services provided, as well as user satisfaction are assessed through questionnaires. 
In addition, the Library is committed to periodically calculating certain indicators of volume and quality, such as the timeliness of service or response times to complaints, through monthly statistical surveys conducted. 

To ensure continuous dialogue with our users, we suggest completing the Suggestions and Complaints form, in order to monitor the satisfaction with the services offered and evaluate improvement strategies.

The following table lists the service quality standards that the Bocconi Library commits to upholding with its users:  

Service Guaranteed level
Availability of bibliographic material following a request for loan or consultation 
  • Immediate if the material is sought directly on the shelf during opening hours.  
  • Within 7 hours on the hold shelf.  
  • Within 14 days for documents in the off-site storage.
Processing a request for digitization of bibliographic material (Faculty)  Within 2 working days 
Undertaking of an Inter-Library Loan and Document Delivery request  Within 1 working day 
Processing an Inter-Library Loan request  Average 22 working days (period depends on the lending library) 
Processing a Document Delivery request  Average 8 working days (period depends on the lending library) 
Response time to requests sent via e-mail (infobiblio@unibocconi.it) or B in Touch
  • First response within 14 hours.
  • Resolution of the request within 1 to 3 working days (depending on the complexity of the request).