User menu


Main menu

Lehigh University Library & Technology Services Standards


Library and Technology Services provides leadership, expertise, innovation, and support to Lehigh’s faculty, students, and staff as we collaboratively educate students, conduct research, and disseminate scholarship. Therefore, our mission is to advance and support the research, teaching, learning, and administrative needs of the Lehigh community by providing world-class technical infrastructure; professional support for a broad range of hardware and software resources; leadership in academic innovation; and expertise in a broad range of fields, including pedagogy, library research and collection management, instructional technology, administrative support, digital scholarship, academic writing, web services, network and systems administration, cybersecurity, and research computing.

LTS has nine units under the direction of the Vice Provost for Library and Technology Services:

  • Administrative Services
  • Client Services
  • The Center for Innovation in Teaching and Learning
  • Enterprise Systems Implementation
  • Library Access Services
  • Library Collections and Systems
  • Security, Accounts, and Residential Networking
  • Technology Management Services
  • Web & Mobile Services

In addition to the service goals listed below, there are additional specific, measurable goals in place for each unit. LTS will make every effort to meet or exceed these service goals and will evaluate and update these standards continuously. Suggestions to improve this service statement or our operations may be submitted via “FeedBack” Link that is available at the bottom of the LTS web pages. In addition, the Vice Provost, LTS directors, managers, and staff will accept compliments, questions, or complaints.

General Policies for All Service Areas

Library & Technology Services' mission includes providing facilities and resources that are conducive to study and research at Lehigh. LTS is also committed to courteous, prompt, and accurate services. LTS commits to the following specific standards:

  • Acknowledge clients immediately at public service desks; bring in additional staff when there are queues. If clients have a complex request that cannot be resolved by front-line staff, clients will be referred to specialists.
  • The Help Desk will answer the phone “live” (no voice mail) 95% of the time during business hours.
  • Provide options for contacting the LTS Helpdesk via phone, email, walk in, and chat.
  • Respond to voice mail or email messages within one business day. Respond to chat requests within 3 minutes.
  • Provide reasonable seating capacity and maximum availability to basic library and computing services in the EWFM Fairchild-Martindale and Linderman Libraries.
  • At all LTS staffed facilities provide services for most critical problems first.
  • Display hours of operation prominently for all services at the EWFM Library and Computing Center, and Linderman Library, on voice mail, and online.
  • Provide clean, comfortable, and quiet and safe environments for work and study.
  • Engage in effective two-way communication by: regularly publishing newsletters and guides; schedule meetings with faculty liaisons and department chairs at least once a semester; sponsoring colloquia to advance learning; and soliciting feedback through surveys and focus groups.
  • Respond to signed comments, suggestions or complaints within five business days.
  • Widely publicize changes in services or resources, and provide opportunities for training for new services.

Client Assistance Services

Library & Technology Services' mission includes the provision of library and technology services and training. LTS commits to the following specific standards:

  • Respond to online inquiries within one business day.
  • Offer instruction geared to client needs through regularly scheduled seminars, including scheduling customized course-based instruction within two weeks of a faculty and staff request and acknowledge the receipt of the request within two business days.
  • Make available comprehensive, easy-to-follow, and up-to-date instructions and guides for LTS services at appropriate locations and online.
  • Publish standards and guidelines for all LTS supported software and hardware.
  • Aid in the assessment of campus information needs, develop and evaluate potential solutions, and implement agreed upon solutions.

Computing & Communication Systems

Library & Technology Services' mission includes the provision of excellent computing and communication systems to meet campus needs. LTS commits to the following specific standards:

  • Ensure the reliability and at least 99% average availability of all electronic information systems, including central servers and networks.
  • Ensure reliability and at least 90% average availability of computers, workstations, and printers at all public sites.
  • Provide efficient and reliable data and voice network services, with system availability of greater than 99%, and requested changes to network services processed within five business days.
  • Ensure that operating systems and key applications supported by LTS are current and network compatible.
  • Provide adequate notice for planned operating system or software changes at public sites and on LTS servers.
  • Provide users with an initial repair assessment within one business day when supported computing equipment is dropped off for repair, or within two business days if a site visit is required.
  • Announce planned downtime at least 48 hours in advance, and schedule maintenance and downtime during low use hours.
  • Maintain back up files on all locally hosted campus-wide systems and shared network drives so that lost or corrupted files can be restored or reloaded.
  • Respond to reported or potential security violations on the same day.
  • Maintain strict confidentiality at all times for all centrally stored files and e-mail messages.
  • Provide reliable access to the campus network and to the Internet.
  • Investigate immediately any reports of a suspected virus or unauthorized intrusion, or security breach.
  • Maintain and upgrade Banner and integrated applications in accordance with schedules established by the Data Governance and Standards Committee.

Library Collections & Electronic Information

Library & Technology Services' mission includes the provision of excellent library collections and electronic information resources to meet client needs. LTS commits to the following specific standards:

  • Work collaboratively with faculty to ensure that library, media, and software collections support the instructional and research mission of Lehigh University and meet the needs of students, faculty, and staff.
  • Report back to faculty on all library media requests within five business days.
  • Catalog new library materials accurately within three weeks of receipt.
  • Check out and in all library materials with 99% accuracy and within one business day.
  • Reshelve books and bound journals within one business day and maintain the shelves in accurate shelving order.
  • Process interlibrary loan requests within one business day of receipt.
  • Make available newly received material that is requested "rush" within one business day.
  • Fill in-house document delivery requests within two business days.
  • Retrieve materials from the remote Library Materials Center within one business day.
  • Provide access to large electronic collections by loading MARC record files into ASA within one week of receipt.
  • Edit and update hypertext links for all online resources within two days of receiving a problem report.

Classrooms, Media, Duplication and Report Services

Library & Technology Services' mission includes the provision of well-maintained computer classrooms and media and computer labs, and support for audiovisual instruction in designated classrooms throughout the campus. LTS commits to the following specific standards:

  • Respond immediately, if possible, to problems in classrooms with instructor stations, projection equipment, or other malfunctions that interfere with the progress of a scheduled class, and respond to all other such problems within one business day.
  • Provide well-maintained, accessible basic and advanced media production facilities for clients to produce presentation and other media materials with staff and documentation available to provide expert assistance.
  • Provide general purpose printing at all public computing sites.
  • Offer reasonably priced duplicating equipment, for reproduction from multiple format originals at Linderman and Fairchild-Martindale Libraries.
  • Produce and deliver regular reports in support of the business needs of the university within two business days of request.


These service standards were first issued in the fall of 1997 in the form of a brochure. They were revised in early 2000 and submitted to the Provost's Advisory Council for Information Services. Content revision and editorial changes approved by ACIS on April 19, 2007.

The Lehigh University Library & Technology Services Standards above are associated with the following service policies: of request

Latest revision: 02/2016

For additional help, please contact the LTS Help Desk at 610-758-4357 or