COVID-19 related FAQs when assisting clients

FAQS FOR STAFF WORKING ARRANGEMENTS

How to create a digital signature

How to add a digital signature to a PDF


We’re Online is the message.

Library Building Study Space and Self-Service Borrowing (from 27 July) OPEN.

Physical access

Q. Is the Library open? or Is the Library opening soon?


Library services and resources are still available online, you can chat with a Librarian. Our hours change during the year so please check the website for our current hours.
The Library building is open for essential visits with limited individual, socially distanced, study spaces and self-service borrowing from the physical collection.
Self-service laptop loans, PCs and printing are also available. If you can study or do assessments from home you should.
Self Service Borrowing has replaced Click & Collect. Click & Collect requests in MultiSearch finished on Sunday, 26 July. Items will be held until the expiry date on your notice.

Q. Can I come into the Library?


Due to COVID-19, access is restricted to current Macquarie University students & staff only. You should only come into the Library if you have to. If you can study or do assessments from home you should. Check the website for opening hours.

The Library is open on all levels for limited individual, socially distanced, study spaces and self-service borrowing, laptop loans and printing.  ARC requests are available and you can collect your items after you receive email confirmation.

Q. Can I access the collection or borrow books?


You cannot go into the collection or access Levels 1 and 2 of the Library.
The Library “Click & Collect” finished on 26 July – you can collect requests until the expiry date indicated on your notice. Self Service Borrowing has replaced Click & Collect.
From 27 July 2020, all levels are open for essential visits with limited individual, socially distanced, study spaces and self-service borrowing from the physical collection. Check the website for opening hours.
Self-service laptop loans, PCs and printing are also available. If you can study or do assessments from home, you should.
Anyone with an item currently on loan is encouraged to check their loans via MyLibrary on the Library website or libMQ app.

Q. Are reserve books available?


Reserve is moving to online only as far as possible in session 2. The majority of books in Reserve are being moved into the main collection. Your readings should be in Leganto. Collections available for self-service borrowing include:
– Main Collection
– ARC (main collection)
– ARC Curriculum
– Curriculum Collection (excluding kits that pose a greater risk e.g. fuzzy toys)
– DVDs

Q. Can I do group study in the Library?


No. There is strict social distancing in the Library. Only individual study spaces are available.  There is no opportunity for group study. Please do not visit the Library in groups. You can only enter the building with your own current campus card, no friends, family, or visitors will be able to enter.

Q. Can I borrow a laptop?


Self-service laptop kiosks are available for use in the Library for a 4 hour loan. Please use hand sanitizer and the wipes provided before and after borrowing the laptop. Wipe over the laptop and kiosk touch points with the wipes provided.

Q. Can I print in the Library?


Self-service printers are available in the Library. Please remember to use hand sanitizer before and after using the print stations. Maintain social distancing at all times.

Q. Is the Library Café open?


The Café is now open with strict social distancing.  You can access the café via the main Library door and will need to swipe your card to enter the building.

Q. What hours is the Library open?


From 27th July
Check the website for opening hours
– Library building and online services will be open 8am to 10pm
– You must have a current Campus Card to access the building.
– Only come into the Library if your visit is essential.
– If you can study at home, you should. Self-service borrowing, laptop loans and printing are the only services available in the building, this may expand over Session 2 depending on the coronavirus situation and student need.

Q. When can we also get access to books/physical collection?


The Library “Click & Collect” service finished on 26 July. MQ staff and students can request items from MultiSearch and will be notified by email when they can collect their items. The pick-up point on Level 2 of the Library will be socially distanced and open for limited hours each day. Self-service borrowing replaced Click & Collect from 27 July. The need to maintain high levels of hygiene means that not all items from our collections are available for borrowing.  
Items from the ARC, Brunner and Closed Access collections will be available – requested items will be available from the Collection Point at the front of Level 2.  
To support these services, we are resuming holds and accepting loan returns. Anyone with an item currently on loan is encouraged to check their loans via MyLibrary on the Library website or libMQ app.

Q. My book is due back in the Library, can I still return it?


From 22 June we are resuming holds and accepting loan returns. Returned items are quarantined and will take at least 72 hours to be processed.
Anyone with an item currently on loan is encouraged to check their loans via MyLibrary on the Library website or libMQ app.
Please use the after-hours external chute, located on the Macquarie Walk side of the building near the South 2 carpark.
Please refer to the Library’s COVID page for available online resources and updates.

Q. Can I still use the HDR space on level 5 of the Library?


Level 5, HDR space of the Library building is open for essential visits with limited individual, socially distanced study spaces. Check the website for opening hours.
If you have left something in an HDR locker you will need to contact security on
9850 7112 to arrange to collect your items.

Can I request something from Brunner or Rare book collection?


From 27th July special collections will become available again – you can request via MultiSearch for Rare book, theses and Closed Access collections. The Brunner collection is available to eligible students. Collect these from the front collection desk.

What do I do if someone has come to the Library and looks to be visibly showing symptoms of illness?


Tell them: I’m sorry, you appear to be unwell. For your own safety and the safety of others, I am going to need to ask you to leave and go home until you are no longer showing signs of illness.  Our Conditions of Entry clearly state that you are asked to stay home if you are unwell.

What do I do if someone asks for face-to-face service? Or asks a question in person during Collection Point or Roving shifts?


Be mindful of the situation. If the face-to-face service is less than 15 minutes and you can socially distance you may be able to assist in person. 
At service points or in the Library if it is a simple (tier one) enquiry ( and the service point is not busy, please help the client. If the query is more complex, or there is a queue of people attempting to collect items, please politely direct clients to our online services either via their own device, or the virtual kiosk (located at the old Information Desk)  You can politely remind the client about social distancing if they come to close when you are answering their question.

Online access

Q. Can I get past exam papers?


Digitised exam papers from previous years are available through MultiSearch. Exams do not include answers and not all units have exams available.  As all unit codes changed in 2020, you need to search for past exams by using pre 2020-unit codes.  This will find available past exam papers from, and prior to, 2015 – 2019. If you only have this year’s unit code, then please check with your unit convenor to find out what if there is a relevant code from previous years it was last year. You can also check your unit in iLearn to see if there is a link to past exam papers there.

Q. How do I find past exam papers?


As all unit codes changed in 2020, you need to search for past exams by using a unit code from before 2020. This will find available past exam papers from 2015 – 2019.  If you only have this year’s unit code then please check with your unit convenor to find out  if there is a relevant  unit code from previous years   You can also check your unit in iLearn to see if there is a link to past exam papers there.

Q. Unit Convenors | How can I provide access to past exam papers for my students?


Past exam papers are listed and searchable in MultiSearch using a pre MQ2020 unit code, because of curriculum renewal current unit codes will not find the exam papers. You can provide the students with the previous unit code and they can search MultiSearch or you can set up a direct link.   The direct (jump) link will provide a list of all past exam papers for the old unit code. 
Please contact lib.reserve@mq.edu.aufor assistance to set this link up.

Q. How can I get support without coming in?


The core message to students is we are online:
Specifically recommend our chat service and LibAnswers, phone, Zoom consultations, MultiSearch, LibGuides, Studiosity, StudyWise and LinkedIn Learning.

Q. Can you provide F2F training for my lecture/tutorials this session?


In Session 2, the Library is delivering skills training and support via online modes,  including via Zoom, linking to online resources such as subject research guides and StudyWISE content, or short videos.  As part of social distancing requirements the Library’s training rooms are not available.

 [Note to Library staff: The University has put in place a number of risk control measure to mitigate risk associated with on-campus teaching. Refer to the University COVID information and Phase 3 related FAQs. In most cases teaching will be online and F2F, so a online solution should meet all needs and is the more sustainable option. In circumstances where teaching is only on campus, and training cannot be delivered online, please talk to your manager regarding alternate options.]

Q. Will the Library still run my training sessions?


Course convenors should contact their Research Librarian to discuss options for delivering this support online.

Q. How can I get help with finding resources for my assignment?


The Library is online. A librarian can help you via chat and the online enquiry form.
Please refer to the Library’s COVID page for available online resources and updates.

Q. How can I study effectively online?


Studying online can be challenging. The Macquarie webpage ‘Learn online at MQ‘ has tips, tools and strategies that will help you make the most of online study.

Q. Can I still meet with a WriteWISE leader?


You can meet with a WriteWISE leader from the beginning of Week 2 (Monday 3rd August) via chat (click button in the lower RH corner of the page). Service hours in Session 2, 2020:Teaching weeks:
– 11:00am to 5:00pm Monday to Thursday and 11:00am to 4:00pm on Friday
– Mid-session break: 11:00am to 2:00pm Monday to Friday.
The ‘source of truth’ for all questions relating to study and academic writing support is the ‘Getting help with your assignment‘ webpage. LSU will be updating this page as required.
Online writing support includes Studiosity – available to all coursework students.

Q. How do my students access their readings in Reserve?


Unit readings will be available via Leganto. Talk to the unit reading team for clarification: email lib.reserve@mq.edu.au

Q. Can copies of print books in Reserve be made available as an electronic copy via Leganto for students?


We are looking at options for obtaining electronic versions of Reserve print titles and are making these available as they are obtained. In the interim, please forward full citation of the title(s) required, including unit code to the Unit Readings team: email lib.reserve@mq.edu.au

Q. Can I get part of a Library book scanned and sent to me?


Self-service borrowing is available from 27th July and you can scan and photocopy books in the Library if you wish to. 
If the book is on your reading list, and not available online or within your Unit – please contact the Library’s Unit Reading team email lib.reserve@mq.edu.au and we will investigate options for obtaining digital copies.
Please refer to the Library’s COVID page for available online resources and updates.

Q. Can I still request a document supply / interlibrary loan request? (Staff and HDR students only)


Currently the Library’s Interlibrary Loan service is still accepting requests.
However, in response to COVID-19, the Library’s Interlibrary Loan service is only able to accept requests for journal articles and book chapters. The Library is working with our partners nationally and internationally to obtain digital copies of journal articles and book chapters. This does mean where a book title is only available as a print version, we could have difficulties obtaining a copy of the digital chapter.
We regret no requests for physical loans are able to be accepted at this time as most libraries have stopped supplying loans as they have limited access to their physical collections.
For information see the Library’s Document Supply website or send an email to lib.ill@mq.edu.au

Q. I can't afford to buy my own laptop - what should I do now I can't  borrow one from the Library.


Any queries from students in financial hardship or needing additional support should be referred to Student Wellbeing. Student Wellbeing Advisors are now available to support students during COVID-19. This is a service for students who may not need therapeutic counselling but might just need a chat, are in quarantine or just need some additional support.

The University has created a fund to financially help student struggling due to COVID-19;
See here for further information

Q. Can I have a journal article from the Macquarie University Library print collection scanned and sent to me?


Self-service borrowing is available from 27th July and you can scan and photocopy books in the Library if necessary.
We are working with our inter-library loan partners to obtain journal articles from other Libraries, subject to availability.
Please submit an interlibrary loan request, noting in the Comments field that your request is in relation to COVID-19 closure For more information on placing an interlibrary loan request see the Library’s Interlibrary Loan website.

Q. Can I still order new books in my research area?


We are continuing to process orders for new books; where available these will be for e-book versions. Titles only available in print will be monitored for when we can resume ordering and receiving print.

Q. Can I still book a research consultation with a Librarian?


Research Librarians are available for individual advice and assistance. Please email your Research Librarian to arrange a Zoom Consultation.

Q. I can no longer access electronic resources from home.


If your MQ OneID password has stopped working, and you can no longer access the Library’s eresources off-campus, please contact OneHelp.