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March to May 2011

Main Library

You Said	Our Response
The water fountains were not functioning properly during exam revision time	Water fountains were repaired, urgency of repair time was stressed, drainage problems identified.
The temperature in the Library is problematic – either too hot or too cold	The temperature in the Library is the responsibility of the Estates department and the Library liaised with them in order for a solution to be found. Essential maintenance work in the basement which was due to be completed before the end of the Easter vacation continued on during term time and affected the heating.
There is a problem with noisy doors in the Green Area.	The doors will be checked during the summer vacation.
The revolving door should be reversed to help the flow of people in and out of the building.	The cost of reversing the door is prohibitive.
There are not enough sockets for laptops.	More laptop sockets are being installed during the summer and problems with Purple 4 and Blue Ground being investigated.
Group study rooms should be sound proof.	We have noted this comment but are currently unable to sound proof the rooms.
The toilets are poor quality and are not clean all of the time.	All toilets are being refurbished during the summer vacation.
Mice have been seen in the Library.	We are aware of the problem and Estates have been dealing with this issue.
Study spaces are taken up with belongings but no one is working at the desk.	We are aware of this problem and staff do put notices on desks to remind customers about leaving their belongings.
My belongings were removed from the desk where I was working while I was away from the desk.	Library staff had placed notices on the belongings but no one had returned so the belongings were removed to the Reception Desk.
It was too dark to work on Purple 4	The lighting has been reported to Estates.
The lift was not working.	The lift was checked.
I was not allowed to enter the Library in the evening when I had forgotten my ID card.	Entry to the Library in the evening is strictly by ID card.
Needing to use your card to exit the Library is time consuming.	By using your card to exit the Library we know who is still studying in the Library.
There are cigarette butts outside the Library front door.	Notices have been placed regarding smoking and disposing of cigarette butts.
Unsavoury characters were lurking outside the Library and it is dark at the rear of the Library.	These matters were reported to University Security.

Zoning and Food and Drink Policy

You Said	Our Response
Issues associated with the zoning and food and drink policy on Blue 4.	We have reviewed the zoning policy on Blue 4 and in the absence of a suitable alternative we have decided to continue with the policy for another year. We will review this again next year in the light of the opening of the Alan Gilbert Learning Commons.

Main Library Services

You Said	Our Response
Returning books takes too long.	An additional access point has been purchased for the book sorter.
Book checkout machines on each floor were appreciated.	New self service machines are being purchased and your comments will included in our review of where the new machines should be placed.
My Account does not tell me which Library the book has been borrowed from.	We have requested from our LMS supplier that this is a required enhancement to the system.
I was unable to find the books I required on Blue 3 or help to locate them.	Library staff are happy to help locate items. If you cannot find a member of staff on a particular floor, please ask at one of the Customer Services Desks on the Ground Floor.
A stationary shop would be good.	Stationary is for sale at the Reception Desk.
Staplers should be placed near printers.	This has been done.
Study space availability at sites should be publicised.	We think that this would be useful but need to devise a practical way of achieving this.
Security Guard should be provided with a pager.	The Security Guards have pagers.
More medical books are required.	This information has been passed on to the relevant Library staff.
Cheaper printing and photocopying.	The price of printing is set by IT Services. Both issues have been noted.

General Services

You Said	Our Response
I do not appreciate being called a customer.	Within Library sector we have been a late adopter of the term customer. Our range of services and customer base is so diverse that terms like “borrower” and “reader” did not feel appropriate. “User” was felt to have negative connotations. “Patron” and “client” were also deemed to be not suitable so “customer” seemed to be the most fitting in the context that we are trying to achieve.
Reserved books take too long to be returned. There should be higher fines for recalled books.	We are looking at ways in which we can encourage customers to return reserved books.
The last useful date should be used.	We are looking at ways in which this can be used with our new catalogue.
The length of loan for a reserved book is too short.	The length of loan of a reserved book is dependent upon whether another customer has requested the item.
Enquiries section could not be found on Portal to renew books.	Renewing books is a service available from the portal.
Ground Floor PCs often out of order.	Any PC which is out of order is reported as soon as possible.
Screen that shows computer availability is very useful.	Thank you for your positive comments.

Site Libraries

Stopford Library

You Said	Our Response
Wireless Service is not good.	This is a known problem which IT Services are working to solve.
There should be longer opening hours during exams.	Opening hours are reviewed on annual basis and these comments will be included in the review.

Joule Library

You Said	Our Response
The lighting is not good.	The lighting has been checked and bulbs replaced where appropriate.
Document supply no longer operates from Joule.	Document supply has been centralised at the Main Library but any feedback is being noted.
There should be a microwave in the Joule Library.	Unfortunately this cannot be supplied due to health and safety issues.

Kantorowich Library

You Said	Our Response
A water fountain is needed.	The Library has a water fountain.
Weekend opening hours are needed during exams.	Opening hours are reviewed on annual basis and these comments will be included in the review.
Comfier chairs are needed.	We regularly review the furniture and will include this in our review.

Precinct Library

You Said	Our Response
Longer opening hours are required.	Opening hours are reviewed on annual basis and these comments will be included in the review.