What happens after a request is made
After you submit a request, the Library will review the resource, investigate available access options and determine the most appropriate pathway for support. Every request is assessed individually.
What we do when a request is made
The Library will first determine whether a suitable version of the resource already exists. We may:
- review existing Library access options
- investigate publisher and vendor services
- explore document delivery, interlibrary loan and resource-sharing pathways
- consider alternative format conversion where a suitable version cannot reasonably be obtained.
Some requests require investigation with publishers, vendors or external providers and may take time to resolve. We will acknowledge your request, let you know when it is under investigation and contact you if we require additional information or have an update on the outcome.
Outcomes of the request
Depending on the resource and the nature of the access barrier, one of the following outcomes may occur.
Note: If we are unable to provide the exact resource or format requested, we will explain the outcome, discuss available alternatives and, where appropriate, offer an appointment with a librarian to explore other options.
In some cases, the format you need may already be available.
Where we identify an existing accessible version or another suitable access pathway, we will provide instructions on how to access and use the resource.
This may include links, download instructions, printing options, platform features or information about available physical copies. If you require a guided demonstration, we will arrange an appointment.
Where we can locate, source, obtain or create a suitable accessible version of the requested resource, we will provide it to you and explain how to access or use it.
Resources supplied through this service remain subject to copyright, licensing and publisher restrictions.
In some cases, we may recommend accessibility features or assistive technologies that enable you to use an existing resource independently.
For example, rather than supplying a separate audiobook, we may provide an accessible text version and explain how to use text-to-speech, Immersive Reader or other assistive technologies to achieve a similar outcome.
This approach supports the development of independent access skills and may provide a faster or more flexible solution.
In some situations, we may be unable to obtain, supply, share or convert the requested resource. Where this occurs, we may help identify alternative resources that provide similar information or support the same learning, teaching or research objective.
Rather than focusing only on the requested item, we will work with you to identify other resources that may meet your information needs.
We will explain the available options and discuss whether they may be suitable for your circumstances. If appropriate, we may offer an appointment with a librarian to help identify and evaluate alternative resources.
Some requests relate to teaching materials, assessment materials, LMS content or other resources that are owned and maintained by areas outside the Library.
Where another area is responsible for creating or maintaining the resource, we may refer you to the appropriate service, such as your Subject Coordinator or Accessibility Advisor.
Despite our investigations, there may be occasions where an accessible version cannot be obtained, supplied, shared or converted.
This can occur because of licensing restrictions, publisher limitations, technical barriers, availability issues or other factors outside the Library's control.
Where appropriate, you may be offered an appointment with a librarian to explore other strategies that may assist you.
Some accessible resources can be obtained or created, but the process may take longer than the time frame you have indicated.
If this occurs, we will contact you to discuss the expected time frame and any available alternatives. You can then decide whether you would still like us to proceed with the request. Even if the resource cannot be provided in time for its original purpose, it may still be useful for future study, assessment, teaching or research.