Help & Support

Your questions answered - Frequently Asked Questions

Admission & Opening Hours
Borrowing, reserving and renewals of items
Self-Service - how to use?
Electronic Resources
University Network
Photocopying, binding and copyright
I would like to feed back about the Library and Learning Service
Contacts and email

Admission & Opening Hours

How do l join the library?
Your current student or staff ID card entitles you to join the library. Library accounts for new students are created automatically - your ID card is also your library card. New staff need to come to any library help-desk with your ID card and a library account will be created for you by a member of staff. Your ID card can then also be used as your library card. Other external users should check our website for more information. You need your ID card to get into the library, to borrow books and use our self issue system. You will need to choose a 4-digit PIN number so that your library account is secure and cannot be used by a third party.
What do l do if l lose my student/library ID card?
Report it to library staff, so that a note can be put on your account. You will need a replacement card from student services which may attract a fee.
My lectures are at Docklands, but l live in Stratford, can l use Stratford library?
Our University has three campuses at Docklands, Stratford and Duncan House. Each campus has its own library. All staff and students are entitled to use all the libraries. Although, most materials for a programme will be at the campus where it is taught, iItems can be returned to any library.
I work during the day, can l use the library at 3am in the morning?
In term-time all the libraries are open 24 hours per day, 7 days per week during term-time. Reduced hours operate during vacation periods.

For more information visit our Basic Information section

Borrowing, reserving and renewals of items

How many items can I borrow?
You can borrow up to 15 books which includes, short loan items, audio visual items. Always have your current UEL ID card with you.
How do I find books?
Using the catalogue computers, type in either an author, title or key word from the topic you are searching, or a combination of these. If your search is successful, note down the shelfmark number in full (eg. 005.8/CAR) and check that some copies are available. Take a location map from the counter or look it up online Location Map for Docklands LLC and use the numbers on the shelf-ends as a guide. In each shelf row, the number sequence runs from top to bottom, left to right.
I’m dyslexic/have physical difficulties. Can I get help locating items?
Staff are always available to help; just ask at the helpdesk. Remember, we are here to help!
Can l take books out at 3am in the morning?
There are self-service machines in all our libraries. You can use them to borrow and return books. They are easy to use and can save time to borrow and return books, once you have obtained your personal PIN number from the helpdesk.
When I tried to take a book out at 3am, I couldn’t, even though there were 12 copies on the shelf Why?
Unfortunately if a title has been reserved, ALL copies are blocked from self-issue. This is why we ask students to reserve only titles which are not on the shelf.
I am at Stratford but the book l need is at Docklands. How do l get it?
You can place a reservation on the library catalogue: Reservation.
Can I reserve books at my own campus library?
Only if all copies out on loan, or cant be found at the correct location.
How can l renew my books?
We automatically renew all your books for you, as long as no-one else has requested it and there are no blocks on your record. You just need to check your webmail each week wher we will let you know if we have renewed your book or if you have to return it.
My book can't be renewed . What do I do?
The item is probably required by another user. You must return the item by the due date, or you will incur a fine.
I recently borrowed a book but think l have lost it; what do l do?
Speak to a member of staff as soon as possible. If the item cannot be found, you will have to pay for a replacement copy.
I would really like to work at home, do the libraries loan laptops?
Yes, but they are fairly basic and have no internet facility. They are available on one-week loans only, and are not renewable. Bookable at the library counter. Please note: the Laptop borrowing service will be withdrawn from 16^th July.

For more information visit our Basic Information section.

Self-Service - how to use?

Once you have located the items you want to borrow from the shelves, take them with your ID card to the self-service machines.
To borrow the books, swipe your ID Card
Type in your PIN number and press 'Enter'. The default PIN number for all users is '0000'. To protect your library account in the event of losing your ID card, change your PIN number to a more secure one. To do this, ask Library staff.
Open book at the first page with the barcode.
Place the open book on the book platform with the barcodet, under the beam.
When all items have been issued, close your borrower record and print out your receipt
To return books, press Return.
Open the book at the first page with the barcode
Place the book on the book platform with the barcodet, under the beam
Place all returned items in the returns box next to the machine
When all items have been returned close your borrower record and print out your receipt
Always wait for your receipt and check the details. Retain your receipt.
If you get stuck using the machine, staff will be on hand to assist you.

Electronic Resources

What is an Athens Account?
It is a personalised login and password which you will need to access UEL’s database package off-campus.
How do l set up an Athens Account?
If you are a student, your Athens account details are sent to you at your webmail address. See Athens website for step-by-step instructions if you can't find the email. If you're a member of staff, you will need to contact your Subject Librarian in order to set up an Athens account for you..
I cannot log in to Athens - it says that my account has expired!
You need to set up a new account every year for the duration of your course.
I am a Distance Learner, how do l set up an Athens account?
Please see the Athens website. Distance Learners need to fill in a form. Please follow this link for more information and the online form.
What are journals and how useful are they to students?
Journals are regular publications, available in print format and increasingly electronically. Information is usually more current than that found in books. This is particularly important in research-led subjects, for example medicine.
How can l loan journals?
You can't; they are reference only, but many individual articles can be downloaded and printed. Look out for e-links on the results page when you are searching for journal titles.
Why am l not able to get a full text article and sometimes asked to pay?
It could be that we do not have a subscription to the particular journal or that our agreement with the providers only allows access to just the abstract. We can, however, obtain articles for you via our Interlibrary loan.
E-books: You will need an Athens account (username and password) to access E-books. UEL now holds electronic copies of a number of core texts; simply click on the library catalogue link.

For more information visit our Finding Resources section.

University Network

How do l log on to the University network?
Our University Windows screen will appear when you switch on your PC. Press the Ctrl+Alt+Delete Keys simultaneously to bring up the logging in window. You need a username and password.
Your username is your student number preceded by the letter u. For example, if your student number is 1234567 your username is u1234567. Your password the first time you log in will be based on your date of birth. For example, if you were born on 9 November 1975 your password is 09-nov-75.

Printing, Binding, Photocopying & e-/Copyright

Can l print my assignment in the libraries?
There are black & white and colour printers in our LLCs (no colour printing in Duncan House). You need to charge up your student account before you start printing. Make sure you give yourself plenty of time to print out your work. Do not wait until your hand in day.
Before printing for the first time, new students need to associate (validate) their ID card with the printer network, using the pale yellow value loaders. Swipe your card, enter your network username and password and then load value with coins. You will only need to validate once, unless you get a replacement card for any reason.
I need to bind my assignment; would the library be able to help?
Heat-binding facilities are available at all campus iibraries.
Are there photocopiers in the libraries?
We have black & white and colour photocopiers in our LLCs (no colour photocopying in Duncan House). You will need to buy a rechargeable photocopy card from dispensing machines. We also sell acetates for making transparencies for presentations. You can copy books or journals for study, subject to the terms of the Copyright Act. Please see the Copyright page for more information, also for how much you can copy from a book or journal.

For more information visit our Basic Information - Printing, Copying and Copyright section.

I would like to feed back about the Library and Learning Service

Please help us to improve our services! You can use the forms below to comment and feed back to us about different parts of our Services:

Any questions? Confused?

We are always happy to help. Please contact us, send us Your Feedback or email us at Ask-A-Librarian.

Docklands Library and Learning Centre	020 8223 3434
Stratford Library and Learning Centre	020 8223 4224
Duncan House Library and Learning Centre	020 8223 3346

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