Comment: Please have more than 1 table near the reference books. You use a whole table for this kind of work and it would be nice to have another table or two.
Response: Thank you for your suggestion. We are considering rearranging some of the tables in the library.
Comment: I notice that children LOVE to walk on that brick wall outside. Perhaps the dirt could be filled in with bricks to make a library path. Maybe donations could be collected or sell bricks for the project.
Response: Thank you for your suggestion.
Comment: I feel people should have 2 hours on your internet computers because one hour is not enough.
Response: Unfortunately the library has limited resources and no space to accommodate more computers. If you have a special need you should consult with the librarians at the Adult reference desk.
Comment: There have two instances where my daughter and I have encountered a problem while waiting for an available PC. Others jump ahead of those that are waiting patiently. My home library utilizes a pc specifically for internet reservations by printing out what pc station and time of reservation start in order to dispel frustration and chaos.
Response: In general it is our experience that people are respectful of the order and others may not have realized that you were waiting. A reservation station was investigated and tried. We found that people were patiently waiting for a particular station while others were being vacated by people leaving early. This caused even more frustration for our patrons and resulted in more staff time to manage. Please inform library staff of any problems.
Comment: I love your exhibits of Treacy Ziegler’s pictures and the Adoption Agency portraits both for their beauty and in the latter case the important outreach message. Thank you.
Response: We love this exhibit of pictures of these beautiful and touching children.
Comment: This is a GREAT LIBRARY.
Response: Thank you.
Comment: I am a foster care worker and am familiar with the Heart Gallery. However, the sign for it was lying down on the magazine shelves and not visible until I looked for it. Without the sign the display is totally incomplete. Please display them together.
Response: This was a powerful exhibit and it was certainly the intention to display the sign with the exhibit. However we are in a very public area and sometimes the sign gets moved. Thank you for replacing the sign with the pictures.
Comment: I like your comment box and books on adventures.
Response: Thank you very much.
Comment: I was thinking that many people in Ithaca walk or ride bikes for environmental reasons. People should have a storage locker for their computers.
Response: We tried to have lockers available for patrons. Unfortunately, we found that they caused more problems than they solved. Items were left in the lockers and not retrieved, and the keys not returned were a big problem. After 9/11 and the anthrax scare lockers lost favor with many public facilities.
Wednesday, April 8, 2009
Tuesday, March 3, 2009
Patron Comments - February 2009
Comment: Everything checked out on the self-check machine except one (again!).
Response: Most of the problems with the self checkout have been fixed. Unfortunately the barcodes on library materials suffer a lot of use and sometimes do not read properly. Please inform circulation of problems.
Comment: Receipt prints out too much information when paying fines---WASTES PAPER AND RIBBONS
Response: The receipt printer is an automatic feature and we find most people appreciate having documentation of payment for fines.
Comment: Thank you for showing the inauguration on the big screen in the Borg Warner Room. It was a wonderful service.
Response: You are welcome.
Comment: Thank you for helping my daughter find books. She really likes having the librarian’s help.
Response: We are very pleased to be able to help.
Comment: Patron was unhappy with delayed response to message left on Adult Services voice mail
Response: Adult Services returns calls as soon as possible depending on in-house requests for service.
Comment: Librarian commented on dislike for Polaris. She was booking up “Beaton, M.C.” in the catalog and was asked “did you mean “baton”? Wants catalog changed so you can type in Beaton, M.C. and locate the books. REALLY dislikes Polaris.
Response: We understand that Polaris has its limitations. We encourage you to talk to the Reference Librarians, who can do a search for you or guide you through a search.
Comment: Love the Origami. Really beautiful origami display!
Response: Thank you. It was a beautiful and fun exhibit.
Comment: It’s the middle of a very cold winter and your trees and ivy in the large pots look so healthy. Nice Job!
Response: Thank you. They do brighten the Library.
Comment: Two crease patterns are mentioned in the captions (titles) but are not on the display in the Robert Lang exhibit.
Response: We enjoyed the display, but it has moved on. We have a number of Robert Lang books in the library that may demonstrate additional crease patterns.
Comment: Thank you very much for the extra bike storage area! It’s much appreciated.
Response: We have been trying to get more bike racks for years and are very happy to be able to provide more bike storage.
Comment: Patron complained about ice on the sidewalk near back corner of the building
Response: This has been reported to facilities.
Comment: I have never appreciated the library more since having my daughter. We come in every week and get wonderful books.
Response: Thank you.
Comment: Delighted to find again “Not New but Worth a View”
Response: This is one of my favorite places to look for suggestions.
Comment: Thank you for the table on John Updike
Response: You are welcome.
Comment: If the library were to have a donation can at the front desk, I would donate something every time I checked out books. What a great time to get small gifts. I know the library is hurting.
Response: Great suggestion. Thank you. This is in the works.
Comment: This is a great library
Response: Thank you!
Comment: When you give Kindergartners a library card on a field trip, they should be told Mom and Dad need to sign first before they can check out books.
Response: Each child is sent home with a library card application and detailed instructions to parents on how to activate the child’s card. Children are also told at the program that a parent must fill in the application
Response: Most of the problems with the self checkout have been fixed. Unfortunately the barcodes on library materials suffer a lot of use and sometimes do not read properly. Please inform circulation of problems.
Comment: Receipt prints out too much information when paying fines---WASTES PAPER AND RIBBONS
Response: The receipt printer is an automatic feature and we find most people appreciate having documentation of payment for fines.
Comment: Thank you for showing the inauguration on the big screen in the Borg Warner Room. It was a wonderful service.
Response: You are welcome.
Comment: Thank you for helping my daughter find books. She really likes having the librarian’s help.
Response: We are very pleased to be able to help.
Comment: Patron was unhappy with delayed response to message left on Adult Services voice mail
Response: Adult Services returns calls as soon as possible depending on in-house requests for service.
Comment: Librarian commented on dislike for Polaris. She was booking up “Beaton, M.C.” in the catalog and was asked “did you mean “baton”? Wants catalog changed so you can type in Beaton, M.C. and locate the books. REALLY dislikes Polaris.
Response: We understand that Polaris has its limitations. We encourage you to talk to the Reference Librarians, who can do a search for you or guide you through a search.
Comment: Love the Origami. Really beautiful origami display!
Response: Thank you. It was a beautiful and fun exhibit.
Comment: It’s the middle of a very cold winter and your trees and ivy in the large pots look so healthy. Nice Job!
Response: Thank you. They do brighten the Library.
Comment: Two crease patterns are mentioned in the captions (titles) but are not on the display in the Robert Lang exhibit.
Response: We enjoyed the display, but it has moved on. We have a number of Robert Lang books in the library that may demonstrate additional crease patterns.
Comment: Thank you very much for the extra bike storage area! It’s much appreciated.
Response: We have been trying to get more bike racks for years and are very happy to be able to provide more bike storage.
Comment: Patron complained about ice on the sidewalk near back corner of the building
Response: This has been reported to facilities.
Comment: I have never appreciated the library more since having my daughter. We come in every week and get wonderful books.
Response: Thank you.
Comment: Delighted to find again “Not New but Worth a View”
Response: This is one of my favorite places to look for suggestions.
Comment: Thank you for the table on John Updike
Response: You are welcome.
Comment: If the library were to have a donation can at the front desk, I would donate something every time I checked out books. What a great time to get small gifts. I know the library is hurting.
Response: Great suggestion. Thank you. This is in the works.
Comment: This is a great library
Response: Thank you!
Comment: When you give Kindergartners a library card on a field trip, they should be told Mom and Dad need to sign first before they can check out books.
Response: Each child is sent home with a library card application and detailed instructions to parents on how to activate the child’s card. Children are also told at the program that a parent must fill in the application
Patron Comments - January 2009
Comment: You have a fabulous movie collection.
Response: Thank you. I will pass the complement to the selectors.
Comment: Patron suggests that some of the internet stations about 1/3 of them be on a 20 minute cycle so that people who just want to check email don’t have to wait so long.
Response: Thank you for the suggestion. We have tried this in the past and have found that it has a negative effect on the flow of access to the machines.
Comment: Patron was unhappy that the carrel was moved to the back. They liked working on their laptop up front.
Response: The carrel was moved to increase a quiet area to work. The previous location was near the DVDs and audio visual collection, which made it a high traffic area.
Comment: Disappointed that the doll display not still here. Will it be back? In the Ithaca Journal on Saturday.
Response: Unfortunately the Ithaca Journal did not print our press release until the end of the exhibit. The doll exhibit will be back in 2010.
Comment: Many patrons waiting outside on Sunday for the library to open, but we were closed. We should have been informed about this.
Response: We apologize for the inconvenience. There was a glitch in our signage and publicity. We will establish new procedures to prevent this from happening in the future.
Comment: Patron would like a map of the library.
Response: Maps are available on the display racks in the library.
Comment: I really value the library. I have been working in France and there you have to pay a Euro per book.
Response: Thank you.
Comment: Would it be possible to put drop boxes where a car can get to them?
Response: The parking in front of the library will be reinstated to allow for quick access to the bookdrops.
Comment: Numerous patrons exclaiming about the wonderful Mystery Mansion.
Response: We love the Mystery Mansion. Everyday we would see people of all ages sharing their discoveries as they identified more books and storybook characters.
Comment: Avenue of the Friends floor shines so beautifully, please compliment your staff Facilities cleaned the library over the holidays.
Response: They did a great job.
Comment: Request for “Word” tutor
Response: Tutorials for Microsoft Word can be found on the Internet as well as classes within the community. The Library also has a number of books on this topic. The Reference Desk can guide you to the books, help you locate websites for tutorials, or direct you to agencies that provide classes.
Comment: Patron was annoyed that the self checkout station was successful on 2 books, but not the third.
Response: We apologize for the inconvenience. It is possible that the book cover was wrinkled or torn making it difficult for the sensor to read the barcode.
Response: Thank you. I will pass the complement to the selectors.
Comment: Patron suggests that some of the internet stations about 1/3 of them be on a 20 minute cycle so that people who just want to check email don’t have to wait so long.
Response: Thank you for the suggestion. We have tried this in the past and have found that it has a negative effect on the flow of access to the machines.
Comment: Patron was unhappy that the carrel was moved to the back. They liked working on their laptop up front.
Response: The carrel was moved to increase a quiet area to work. The previous location was near the DVDs and audio visual collection, which made it a high traffic area.
Comment: Disappointed that the doll display not still here. Will it be back? In the Ithaca Journal on Saturday.
Response: Unfortunately the Ithaca Journal did not print our press release until the end of the exhibit. The doll exhibit will be back in 2010.
Comment: Many patrons waiting outside on Sunday for the library to open, but we were closed. We should have been informed about this.
Response: We apologize for the inconvenience. There was a glitch in our signage and publicity. We will establish new procedures to prevent this from happening in the future.
Comment: Patron would like a map of the library.
Response: Maps are available on the display racks in the library.
Comment: I really value the library. I have been working in France and there you have to pay a Euro per book.
Response: Thank you.
Comment: Would it be possible to put drop boxes where a car can get to them?
Response: The parking in front of the library will be reinstated to allow for quick access to the bookdrops.
Comment: Numerous patrons exclaiming about the wonderful Mystery Mansion.
Response: We love the Mystery Mansion. Everyday we would see people of all ages sharing their discoveries as they identified more books and storybook characters.
Comment: Avenue of the Friends floor shines so beautifully, please compliment your staff Facilities cleaned the library over the holidays.
Response: They did a great job.
Comment: Request for “Word” tutor
Response: Tutorials for Microsoft Word can be found on the Internet as well as classes within the community. The Library also has a number of books on this topic. The Reference Desk can guide you to the books, help you locate websites for tutorials, or direct you to agencies that provide classes.
Comment: Patron was annoyed that the self checkout station was successful on 2 books, but not the third.
Response: We apologize for the inconvenience. It is possible that the book cover was wrinkled or torn making it difficult for the sensor to read the barcode.
Monday, January 5, 2009
Patron Comments - December 2008
Comment: First time in the library…really beautiful!
Response: Thank you.
Comment: Downloadable audio books. Thank you … You make my day!
Response: We are very happy that you are enjoying them.
Comment: Solid job in selecting for your literature and poetry sections, especially for your size. Really liked that you have the new Aeneid translation and Robert Bly poetry.
Response: Thank you. Our professional librarians work hard to have a balanced collection.
Comment: Patron misses subject information on the ends of adult non-fiction stacks.
Response: The subject signs on the end were removed when the collection was shifted. New signage will replace the old signs.
Comment: Can the library open at 9:00 AM?
Response: We do not have funding to open additional hours at this time.
Comment: Woman was very grateful for books pulled for her by the librarian. This is a very fine service.
Response: Thank you. We are happy that this service was valuable.
Comment: Overdue fines are too high and add up to large amounts quickly.
Response: The library has a 2 day grace period before fines begin. Each item has a maximum fine of $5.00.
Comment: Is there a Senior Citizen overdue fine rate?
Response: There is no special senior citizen rate.
Comment: Mouse pads for the computers.
Response: Thank you for this suggestions. We will follow-up on it.
Comment: It is very disappointing that you are not buying new mystery books on cassette. The shelves are getting depleted. CDs are not practical to turn off and on the same place. Please reconsider cassettes.
Response: We agree that cassettes have desirable features not currently found on CDs. However, within the consumer marketplace books-on-cassette are no longer available. To keep our collection current and vital it is necessary to purchase books on CD or by downloading them in Overdrive.
Comment: Two to four of Anne Perry’s latest books are in fiction by mistake. Her books are in mystery including the beginning of a series that you have split between mystery and fiction.
Response: Thank you for bringing this to our attention. The Technical Services department has made the corrections.
Comment: How about creating and offering for sale a cool TCPL bumper sticker? Another way to let people show support for our library.
Response: What a great idea!!! We will pass it on to the public information committee.
Comment: Shelves getting very out of order especially the mystery collection & current events essays.
Response: Thank you for bringing this to our attention. These areas are very popular and receive a lot of browsing. The pages will be informed.
Comment: Would like a program, such as a book discussion group that follows the Oprah book club series.
Response: Our book discussion groups have not been well attended. I will pass your suggestion on to our reader’s advisory librarian for consideration.
Comment: Are you ever going to give people more time on the Internet? It would be nice.
Response: The Internet computers are used heavily throughout the day. Wireless access is available throughout the library and has no time limit. It is not access to the Internet that is limited, but the number of computers available to us.
Comment: Love the story time house on display.
Response: We love it too. This house was created by local resident and retired librarian, Richard Tabor, and has clues to a hundred stories, tales and rhymes.
Patron Comments - November 2008
Comment: Keyboards are dirty on catalogs.
Response: A volunteer is cleaning all the public keyboards.
Comment: Reserves and holds are an incredible service. Thank You!!
Response: You're welcome.
Comment: New York Times has been missing 3 times in the last week. I can’t find anyone reading it.
Response: Thank you for your comment. We have checked the New York Times and found only one issue missing in the last three months. Perhaps someone is reading the paper in another location in the library. In addition the New York Times is available online and can be viewed on our Internet computers.
Comment: Library is wonderful.
Response: Thank you.
Comment: Patron thinks multiple DVD sets should have a longer loan period. A week loan is not user friendly for DVD sets that have 3 or more DVDs in it.
Response: Sets of DVDs may be renewed for an additional week to give our patrons more time to view them.
Comment: You could give the videos call numbers. That way it would be easier to locate the videos you want without them having to be in alphabetical order. Ex A001 T036
Response: Instructional videos and DVDs do have call numbers. All others are filed by the first letter of the title. This is primarily a browsing collection and our goal is to get the DVDs out as soon as possible. We have tried to shelve them in alphabetical order in the past. However they were quickly out of order.
Comment: The library search can give an option to search just the books checked in. I rarely want to get books that are not here and it is cumbersome to have to scroll through all the books.
Response: The option to limit a search by items checked-in is currently not available on our catalog system. We will submit a request to add this option to future updates of the system. The Adult Services Librarians can show you an easy way to scroll through the list to see what is currently checked in. Please stop at the reference desk for more information.
Comment: Clean the bathrooms please! Do not harass patrons before closing time. Follow the times posted.
Response: Patrons may use the restrooms in Youth Services at closing. It is necessary to close the restrooms so that they may be cleaned.
Comment: Executive with Baden-Powell Council of Boy Scouts of America would like to thank the Library for helping find information on the boy scouts.
Response: We are very pleased to be able to assist with the search for this information.
Comment: Print from the wireless
Response: This is under investigation.
Comment: Delay in getting Value Line Large Cap out
Response: Value Line is given the highest priority. It is put out immediately upon receipt at the library.
Comment: Have a bookmark where patrons who read a book (especially a new book) can leave comments
Response: Will pass on the suggestion to our reader’s advisory Librarian.
Comment: I think Taking Sides by Gary Soto should be reclassified as children’s. I know boys who love basketball and hate to read, who would want to read this book.
Response: The library owns more than 20 books by this author in the Youth Services Department including one title in Spanish. He is a popular author for children and adults. This title has been moved to the youth services collection. Children are free to take out materials from the entire library.
Comment: Please make another “drive-thru” book return or have remote returns at the mall, Wegmans, Tops-Lansing, but a drive through is best.
Response: There is no good place to put a drive-through book return. Retrieving the materials from a remote location is a problem. The library does not have a vehicle or driver to pick up these materials. Items for TCPL may be returned to other member libraries in the County.
Response: A volunteer is cleaning all the public keyboards.
Comment: Reserves and holds are an incredible service. Thank You!!
Response: You're welcome.
Comment: New York Times has been missing 3 times in the last week. I can’t find anyone reading it.
Response: Thank you for your comment. We have checked the New York Times and found only one issue missing in the last three months. Perhaps someone is reading the paper in another location in the library. In addition the New York Times is available online and can be viewed on our Internet computers.
Comment: Library is wonderful.
Response: Thank you.
Comment: Patron thinks multiple DVD sets should have a longer loan period. A week loan is not user friendly for DVD sets that have 3 or more DVDs in it.
Response: Sets of DVDs may be renewed for an additional week to give our patrons more time to view them.
Comment: You could give the videos call numbers. That way it would be easier to locate the videos you want without them having to be in alphabetical order. Ex A001 T036
Response: Instructional videos and DVDs do have call numbers. All others are filed by the first letter of the title. This is primarily a browsing collection and our goal is to get the DVDs out as soon as possible. We have tried to shelve them in alphabetical order in the past. However they were quickly out of order.
Comment: The library search can give an option to search just the books checked in. I rarely want to get books that are not here and it is cumbersome to have to scroll through all the books.
Response: The option to limit a search by items checked-in is currently not available on our catalog system. We will submit a request to add this option to future updates of the system. The Adult Services Librarians can show you an easy way to scroll through the list to see what is currently checked in. Please stop at the reference desk for more information.
Comment: Clean the bathrooms please! Do not harass patrons before closing time. Follow the times posted.
Response: Patrons may use the restrooms in Youth Services at closing. It is necessary to close the restrooms so that they may be cleaned.
Comment: Executive with Baden-Powell Council of Boy Scouts of America would like to thank the Library for helping find information on the boy scouts.
Response: We are very pleased to be able to assist with the search for this information.
Comment: Print from the wireless
Response: This is under investigation.
Comment: Delay in getting Value Line Large Cap out
Response: Value Line is given the highest priority. It is put out immediately upon receipt at the library.
Comment: Have a bookmark where patrons who read a book (especially a new book) can leave comments
Response: Will pass on the suggestion to our reader’s advisory Librarian.
Comment: I think Taking Sides by Gary Soto should be reclassified as children’s. I know boys who love basketball and hate to read, who would want to read this book.
Response: The library owns more than 20 books by this author in the Youth Services Department including one title in Spanish. He is a popular author for children and adults. This title has been moved to the youth services collection. Children are free to take out materials from the entire library.
Comment: Please make another “drive-thru” book return or have remote returns at the mall, Wegmans, Tops-Lansing, but a drive through is best.
Response: There is no good place to put a drive-through book return. Retrieving the materials from a remote location is a problem. The library does not have a vehicle or driver to pick up these materials. Items for TCPL may be returned to other member libraries in the County.
Tuesday, November 25, 2008
Patron Comments - October 2008
Comment: Always having trouble with computers and library card.
Response: Please ask the Librarian at the reference desk. They can help you with your questions and help to resolve any problems.
Comment: Could not get through to circulation by phone to change address. Played phone tag and finally came in person.
Response: We have revised our phone tree and hope that it will resolve this issue. Also you may leave a message on the circulation extension and library staff will return your call.
Comment: I noticed there is always a line to use computers. In other states there is a sign-in sheet and customer is assigned to open computers as they become available.
Response: We tried that method and found it to be very labor intensive. Librarians became internet monitors instead of providing reference services. It is rare for someone to wait more than 10 or 15 minutes for the next computer and everyone has equal access to this resource.
Comment: Like the email notifications
Response: I, too, like the email notifications. It lets me know that I have a few days to finish the book.
Comment: Paper jams every time I use the self checkout machine
Response: We are following-up.
Comment: Patron suggests that the library post a list of book reviews on booktv.org. One can click on the schedule and see what books will be featured.
Response: You may view titles and publishers comments on Booktv.org by going to our webpage and selecting “For Readers”, “RSS feed” from the sidebar, and then selecting book TV.
Comment: A man commented that his middle child never liked to read until he met Gary, who inspired in him a love of books.
Response: Thank you, Gary. This is what we all aspire to do.
Comment: I really like “the little room” sign.
Response: Thank you. The “Little Room” and the sign were designed by Jane Dennis, who consulted with many children regarding the room design.
Comment: Please purchase a globe for youth services.
Response: Will pass your request on to the Youth Services Department for consideration.
Comment: Overheard in Youth Services stacks: A little girl said “Mama this is a nice library.” It was very touching and heartfelt.
Response: Thank you.
Comment: New photocopier would be appreciated. Every time I use these they malfunction completely or poorly copied images – usually unreadable
Response: Please inform the staff at the reference desk or circulation desk of your problems. The photocopiers are not owned by the library and will be serviced when problems occur. We will be reviewing a replacement contract with our vendor.
Comment: It has been truly frustrating to return books to the library given parking etc. What about putting those deposit boxes on the circle at Boynton Middle School for a car drop off?
Response: We are working on getting our short term parking restored. In addition, we do not have the staff or the means to retrieve the materials from a drop-off box at school.
Comment: Internet stations – group at the computer or friends, use cell phones, loud, foul language, and don’t put chairs in upright position.
Response: Please inform the staff at the reference desk when this occurs, so that we may enforce library rules of behavior.
Comment: No progress on my previous suggestion to keep people from chaining their bikes to trees. It is still going on.
Response: The City Forester has noted that this is a city wide problem and has plans for an educational campaign. This is a violation of the city code. The trees are on city property, not library property, and we do not have the ability to enforce city regulations.
Comment: DVDs … I would estimate that 40% of the feature DVDs that I borrow are unwatchable due to skips. Why spend money on items that borrowers don’t take care of. Feature movies are available at commercial stores and Netflix. Continue with blue tag information DVDs but discontinue movie DVDs
Response: The feature DVDs are extremely popular and receive heavy use. They can be cleaned to remove the skips. Frequently just putting them under running water, or gently washing with dishwashing soap, and patting dry will greatly improve the problem. We would also encourage you to put a note on the DVD when you encounter a problem.
Comment: Complaint that we have too many copies of new bestsellers.
Response: One of our most frequent requests is for more best sellers. Our patrons want to come to the library and leave with their choice. They do not want to wait or place holds for new books.
Comment: You don’t have a fax machine?
Response: There is no public fax machine in the library.
Comment: You’re my helping hands. Thank you so much.
Response: We are always happy to help.
Comment: Why do we have such a strange entrance to the library? As a city planner for another city, I thought it should have a more grand entrance. (Pillars)
Response: The entrance to the library is located on a very busy street corner. There was a great deal of concern of children running out of the library into traffic. The curved entrance was designed to deter this from happening.
Response: Please ask the Librarian at the reference desk. They can help you with your questions and help to resolve any problems.
Comment: Could not get through to circulation by phone to change address. Played phone tag and finally came in person.
Response: We have revised our phone tree and hope that it will resolve this issue. Also you may leave a message on the circulation extension and library staff will return your call.
Comment: I noticed there is always a line to use computers. In other states there is a sign-in sheet and customer is assigned to open computers as they become available.
Response: We tried that method and found it to be very labor intensive. Librarians became internet monitors instead of providing reference services. It is rare for someone to wait more than 10 or 15 minutes for the next computer and everyone has equal access to this resource.
Comment: Like the email notifications
Response: I, too, like the email notifications. It lets me know that I have a few days to finish the book.
Comment: Paper jams every time I use the self checkout machine
Response: We are following-up.
Comment: Patron suggests that the library post a list of book reviews on booktv.org. One can click on the schedule and see what books will be featured.
Response: You may view titles and publishers comments on Booktv.org by going to our webpage and selecting “For Readers”, “RSS feed” from the sidebar, and then selecting book TV.
Comment: A man commented that his middle child never liked to read until he met Gary, who inspired in him a love of books.
Response: Thank you, Gary. This is what we all aspire to do.
Comment: I really like “the little room” sign.
Response: Thank you. The “Little Room” and the sign were designed by Jane Dennis, who consulted with many children regarding the room design.
Comment: Please purchase a globe for youth services.
Response: Will pass your request on to the Youth Services Department for consideration.
Comment: Overheard in Youth Services stacks: A little girl said “Mama this is a nice library.” It was very touching and heartfelt.
Response: Thank you.
Comment: New photocopier would be appreciated. Every time I use these they malfunction completely or poorly copied images – usually unreadable
Response: Please inform the staff at the reference desk or circulation desk of your problems. The photocopiers are not owned by the library and will be serviced when problems occur. We will be reviewing a replacement contract with our vendor.
Comment: It has been truly frustrating to return books to the library given parking etc. What about putting those deposit boxes on the circle at Boynton Middle School for a car drop off?
Response: We are working on getting our short term parking restored. In addition, we do not have the staff or the means to retrieve the materials from a drop-off box at school.
Comment: Internet stations – group at the computer or friends, use cell phones, loud, foul language, and don’t put chairs in upright position.
Response: Please inform the staff at the reference desk when this occurs, so that we may enforce library rules of behavior.
Comment: No progress on my previous suggestion to keep people from chaining their bikes to trees. It is still going on.
Response: The City Forester has noted that this is a city wide problem and has plans for an educational campaign. This is a violation of the city code. The trees are on city property, not library property, and we do not have the ability to enforce city regulations.
Comment: DVDs … I would estimate that 40% of the feature DVDs that I borrow are unwatchable due to skips. Why spend money on items that borrowers don’t take care of. Feature movies are available at commercial stores and Netflix. Continue with blue tag information DVDs but discontinue movie DVDs
Response: The feature DVDs are extremely popular and receive heavy use. They can be cleaned to remove the skips. Frequently just putting them under running water, or gently washing with dishwashing soap, and patting dry will greatly improve the problem. We would also encourage you to put a note on the DVD when you encounter a problem.
Comment: Complaint that we have too many copies of new bestsellers.
Response: One of our most frequent requests is for more best sellers. Our patrons want to come to the library and leave with their choice. They do not want to wait or place holds for new books.
Comment: You don’t have a fax machine?
Response: There is no public fax machine in the library.
Comment: You’re my helping hands. Thank you so much.
Response: We are always happy to help.
Comment: Why do we have such a strange entrance to the library? As a city planner for another city, I thought it should have a more grand entrance. (Pillars)
Response: The entrance to the library is located on a very busy street corner. There was a great deal of concern of children running out of the library into traffic. The curved entrance was designed to deter this from happening.
Thursday, September 25, 2008
Patron Comments - September 2008
Comment: Library needs more bike racks. Existing racks are often full, as well as the benches and the street sign posts.
Response: We are working with the City and the County to provide more bike racks in front of the library.
Comment: Love the art shows and exhibits here. Thanks for having them.
Response: You're welcome. We enjoy them too.
Comment: Please fix the daily lockers.
Response: The lockers have been removed. They have been a constant problem and not really useable.
Comment: An adult summer reading program would be wonderful. The whole family could be included in summer reading programs.
Response: Thank you for your comment. Your suggestion will be shared with the programming team.
Comment: No overdues, no fines, just like blockbuster video. How many books are people actually waiting to be returned so that they can read them.
Response: It is important to our patrons to find current and popular books on our shelves. It is necessary for those materials to be returned in a timely manner so the next person may check them out.
Comment: Put in a direct exhaust vent in the men’s room.
Response: We will contact facilities to make sure the fan is working properly.
Comment: Neil at the Reference Desk is the nicest most friendly guy in the library.
Response: Thank you.
Comment: Thank you so much for taking the trouble to correct my miss-return of a Hollywood video.
Response: You're welcome.
Comment: Frustrated with DVDs that freeze up and make viewing impossible. This does not happen with videos.
Response: A gentle rinse with water and a pat dry will frequently correct the problem. Please put a note on those DVDs with problems so that we can do a thorough cleaning or replacement if too damaged.
Comment: Love the watercolor painting behind the circulation desk by Barbara Mink.
Response: Thank you. We like it too.
Comment: We love the library. Would like to suggest easier methods to return books now that parking is unavailable in front of the library.
Response: We have investigated numerous locations for the drive up bookdrops and all are problematic. The parking in front of the library should be reinstated very soon as the construction in that area is completed.
Comment: I am becoming a big fan of digital audio books and thank TCPL for offering this media and hope the collection will grow.
Response: This is a growing collection and we are pleased that you find this a useful format.
Comment: Stop closing the restrooms early.
Response: The restrooms in the adult area are closed for cleaning 10 minutes before closing. During this time Youth Services restrooms may be used.
Comment: What would we do without libraries? You’re terrific.
Response: Thank you.
Comment: The self check unit did not check out books, or CDs.
Response: Please consult with the circulation staff to identify the problem, so that we can correct the situation.
Comment: New patron asked for key tag with new library card.
Response: Library cards have been ordered for this year, but key tags are under consideration for future orders.
Comment: Do you have a scanner for public use?
Response: Will direct your request to Adult Services for consideration.
Comment: Thank you for telling me about the teen summer reading program because I won a prize.
Response: You’re welcome, and congratulations!
Comment: I like the little display of books by the fiction stacks.
Response: Thank you. We like it too.
Comment: Patron upset that videos will be eliminated
Response: The video collection is gradually being eliminated as the titles wear out and as they become available on DVD. All new titles are unavailable on video cassette.
Comment: Patron upset that old (2000) NY Times best seller title not on the shelves.
Response: Holds may be placed on titles that are currently checked out or the title may be requested from other libraries if unavailable within the Finger Lakes Library System. Patrons may also call the reference desk to see if an item has been returned. An item currently checked in may be placed on the pick up shelf behind the circulation desk for pick up the next day.
Response: We are working with the City and the County to provide more bike racks in front of the library.
Comment: Love the art shows and exhibits here. Thanks for having them.
Response: You're welcome. We enjoy them too.
Comment: Please fix the daily lockers.
Response: The lockers have been removed. They have been a constant problem and not really useable.
Comment: An adult summer reading program would be wonderful. The whole family could be included in summer reading programs.
Response: Thank you for your comment. Your suggestion will be shared with the programming team.
Comment: No overdues, no fines, just like blockbuster video. How many books are people actually waiting to be returned so that they can read them.
Response: It is important to our patrons to find current and popular books on our shelves. It is necessary for those materials to be returned in a timely manner so the next person may check them out.
Comment: Put in a direct exhaust vent in the men’s room.
Response: We will contact facilities to make sure the fan is working properly.
Comment: Neil at the Reference Desk is the nicest most friendly guy in the library.
Response: Thank you.
Comment: Thank you so much for taking the trouble to correct my miss-return of a Hollywood video.
Response: You're welcome.
Comment: Frustrated with DVDs that freeze up and make viewing impossible. This does not happen with videos.
Response: A gentle rinse with water and a pat dry will frequently correct the problem. Please put a note on those DVDs with problems so that we can do a thorough cleaning or replacement if too damaged.
Comment: Love the watercolor painting behind the circulation desk by Barbara Mink.
Response: Thank you. We like it too.
Comment: We love the library. Would like to suggest easier methods to return books now that parking is unavailable in front of the library.
Response: We have investigated numerous locations for the drive up bookdrops and all are problematic. The parking in front of the library should be reinstated very soon as the construction in that area is completed.
Comment: I am becoming a big fan of digital audio books and thank TCPL for offering this media and hope the collection will grow.
Response: This is a growing collection and we are pleased that you find this a useful format.
Comment: Stop closing the restrooms early.
Response: The restrooms in the adult area are closed for cleaning 10 minutes before closing. During this time Youth Services restrooms may be used.
Comment: What would we do without libraries? You’re terrific.
Response: Thank you.
Comment: The self check unit did not check out books, or CDs.
Response: Please consult with the circulation staff to identify the problem, so that we can correct the situation.
Comment: New patron asked for key tag with new library card.
Response: Library cards have been ordered for this year, but key tags are under consideration for future orders.
Comment: Do you have a scanner for public use?
Response: Will direct your request to Adult Services for consideration.
Comment: Thank you for telling me about the teen summer reading program because I won a prize.
Response: You’re welcome, and congratulations!
Comment: I like the little display of books by the fiction stacks.
Response: Thank you. We like it too.
Comment: Patron upset that videos will be eliminated
Response: The video collection is gradually being eliminated as the titles wear out and as they become available on DVD. All new titles are unavailable on video cassette.
Comment: Patron upset that old (2000) NY Times best seller title not on the shelves.
Response: Holds may be placed on titles that are currently checked out or the title may be requested from other libraries if unavailable within the Finger Lakes Library System. Patrons may also call the reference desk to see if an item has been returned. An item currently checked in may be placed on the pick up shelf behind the circulation desk for pick up the next day.
Patron Comments - August 2008
Comment: Thank you, Thank you, Thank you, for the globe.
Response: Your welcome!
Comment: I’m really glad to see those interactive kinetic games attached to the wall next to the circulation desk, they’re a boon to (those of us) with a couple of rambunctious kids.
Response: Thank you! We like them too.
Comment: 2 Bicyclists love the library! Or maybe it’s that library patrons like to bike. Either way the bike racks are always full and it makes me sad to have to chain my bike to a bench or sign. Any chance we can get more bike racks?
Response: The new TCAT building is slated to include additional bike racks. There are also bike racks located behind the TCAT bus shelter.
Comment: As one who has over the years, been overdue… At times I have been long overdue. If you want to get the many thousands of dollars owed to you, restrict internet access until fines are paid. Internet access at the public library is a privilege that is bestowed upon us. It is not an obligation owed to us.
Response: Thank you for your comments. Fines are directly associated with borrowing privileges and not related to other services provided in the library.
Comment: This is most unwelcoming library I have visited –met with unkindness – spoiled the visit to your community.
Response: Truly sorry you feel this way. I wish I had more information on your experience.
Comment: 2 patrons want key tags for library cards.
Response: This is under consideration for next year. Unfortunately we have just ordered library cards for this year.
Comment: The graphic novel, Stuck in the Middle, is a truly inappropriate book for any age especially young people.
Response: This title received a starred review in library literature and fits into our collection policy.
Comment: More large print books especially non-fiction
Response: Will refer your request to Adult Services
Comment: A simple machine to buff DVDs and extend their life and viewing pleasure. Often DVDs are so scratched that they will not play.
Response: Please place a note on DVDs that will not play or that skips. We do have a cleaning machine that will fix most of these problems.
Comment: Thank you for finding Ithaca Journal obit from 1904 in under 15 minutes.
Response: Thank you.
Comment: You’re wonderful (finding IJ article in a database)
Response: Thank you.
Comment: Need a color printer
Response: Under consideration
Response: Your welcome!
Comment: I’m really glad to see those interactive kinetic games attached to the wall next to the circulation desk, they’re a boon to (those of us) with a couple of rambunctious kids.
Response: Thank you! We like them too.
Comment: 2 Bicyclists love the library! Or maybe it’s that library patrons like to bike. Either way the bike racks are always full and it makes me sad to have to chain my bike to a bench or sign. Any chance we can get more bike racks?
Response: The new TCAT building is slated to include additional bike racks. There are also bike racks located behind the TCAT bus shelter.
Comment: As one who has over the years, been overdue… At times I have been long overdue. If you want to get the many thousands of dollars owed to you, restrict internet access until fines are paid. Internet access at the public library is a privilege that is bestowed upon us. It is not an obligation owed to us.
Response: Thank you for your comments. Fines are directly associated with borrowing privileges and not related to other services provided in the library.
Comment: This is most unwelcoming library I have visited –met with unkindness – spoiled the visit to your community.
Response: Truly sorry you feel this way. I wish I had more information on your experience.
Comment: 2 patrons want key tags for library cards.
Response: This is under consideration for next year. Unfortunately we have just ordered library cards for this year.
Comment: The graphic novel, Stuck in the Middle, is a truly inappropriate book for any age especially young people.
Response: This title received a starred review in library literature and fits into our collection policy.
Comment: More large print books especially non-fiction
Response: Will refer your request to Adult Services
Comment: A simple machine to buff DVDs and extend their life and viewing pleasure. Often DVDs are so scratched that they will not play.
Response: Please place a note on DVDs that will not play or that skips. We do have a cleaning machine that will fix most of these problems.
Comment: Thank you for finding Ithaca Journal obit from 1904 in under 15 minutes.
Response: Thank you.
Comment: You’re wonderful (finding IJ article in a database)
Response: Thank you.
Comment: Need a color printer
Response: Under consideration
Saturday, July 12, 2008
Patron Comments - July 2008
Comment: I like the new monitor at the reference desk.
Response: Good!
Comment: Telephone system frustrates me.
Response: Please give more details so we can help.
Comment: I profoundly object to the changes that you have made to the parking on Green Street. It is extremely disrespectful and inconvenient.
Response: The parking situation is out of our control; it is a temporary situation due to the completion of the Cayuga Green project. Please be patient.
Comment: How about a large plastic model of a human skeleton for educational purposes?
Response: Sounds intriguing but probably more appropriate in a museum than in a library. We have many sources, print and digital, that would be excellent for learning about the human body.
Comment: I am happy that the you have finally added a globe!
Response: Thank you!
Comment: You guys are the best—I love that you embrace new technology, especially the downloadable books.
Response: Thanks!
Comment: You deserve a raise—you gave me location information for three series.
Response: O.K. we’ll take the raise!
Comment: How about a donation box in the library to collect books for the Friend of the Library booksale?
Response: The Friends have considered this and are not able to commit to picking up materials on a regular basis.
Comment: Youth website is fabulous! I’m a librarian in Alabama and I’m finding your site to be a great example—love the way its organized.
Response: Thank you!
Comment: Patron very happy to see more poetry books.
Response: Thank you!
Comment: Patron very complimentary toward Tamara for her selection of DVDs.
Response: Thank you!
Comment: Please enforce your rules about noise in the library, especially cell phone usage.
Response: We will remind Security Services to be more vigilant. Thank you.
Comment: Unhappy about security guard enforcing rules
Response: We expect our patrons to follow our rules; the security guard is there to ensure that the rules are being followed.
Response: Good!
Comment: Telephone system frustrates me.
Response: Please give more details so we can help.
Comment: I profoundly object to the changes that you have made to the parking on Green Street. It is extremely disrespectful and inconvenient.
Response: The parking situation is out of our control; it is a temporary situation due to the completion of the Cayuga Green project. Please be patient.
Comment: How about a large plastic model of a human skeleton for educational purposes?
Response: Sounds intriguing but probably more appropriate in a museum than in a library. We have many sources, print and digital, that would be excellent for learning about the human body.
Comment: I am happy that the you have finally added a globe!
Response: Thank you!
Comment: You guys are the best—I love that you embrace new technology, especially the downloadable books.
Response: Thanks!
Comment: You deserve a raise—you gave me location information for three series.
Response: O.K. we’ll take the raise!
Comment: How about a donation box in the library to collect books for the Friend of the Library booksale?
Response: The Friends have considered this and are not able to commit to picking up materials on a regular basis.
Comment: Youth website is fabulous! I’m a librarian in Alabama and I’m finding your site to be a great example—love the way its organized.
Response: Thank you!
Comment: Patron very happy to see more poetry books.
Response: Thank you!
Comment: Patron very complimentary toward Tamara for her selection of DVDs.
Response: Thank you!
Comment: Please enforce your rules about noise in the library, especially cell phone usage.
Response: We will remind Security Services to be more vigilant. Thank you.
Comment: Unhappy about security guard enforcing rules
Response: We expect our patrons to follow our rules; the security guard is there to ensure that the rules are being followed.
Thursday, June 12, 2008
Patron Comments - June 2008
Comment: Patron upset that Glen Gould videos have been weeded
Review: Will review with the selector
Comment: There should not be a fee for holds and ILLs.
Review: The 50 cent fee only partially offsets the handling of these items.
Comment: Parents with young children would like Internet access in Youth Services
Review: Will review
Comment: Meeting room in the rear of the library is being used as cell phone booth.
Review: Will review with Security
Comment: Cell phone rules are not be enforced.
Review: Will review with Security
Comment: New entrance makes it difficult for people with strollers—have complained about this before
Review: This complaint has been forward to Tompkins County Facilities which owns and maintains the building and is working with the door contractor to adjust the railing.
Comment: Your front entrance needs to be cleaned up and spruced up—perhaps flowers?
Review: We agree and have forwarded this request to Tompkins County Facilities.
Comment: My poster on the community bulletin board has remained up for several days—a good thing!
Review: We’re happy, too!
Comment: Would like to be able to add more than $20 on my print card
Review: In our experience, many users either lose or leave print cards behind, with money encoded on them. It is an easy task to encode more money so we keep the amount that is to be encoded low to reduce the risk of loss.
Comment: Parents of an IC student here for graduation used microfilm of Ithaca Journal and saved to a flashdrive—very pleased!
Review: Good!
Comment: 93 year old made an appointment to learn how to e-mail and reports that she is really looking forward to learning how to do it!
Review: Great!
Comment: Wanted to check out but did not have my library card and was prevented from doing so. Isn’t there a way to look me up by name?
Review: Requiring a picture ID or a library card protects both you and the library from unauthorized use of your library account.
Comment: Where is the globe that I keep requesting?
Review: Globe is here.
Comment: The Circulation clerks should just check out people, they do not need to chat up patrons.
Review: Some people need special attention. We do try to balance your need for speedy check-out with our goal of delivering pleasant customer service.
Review: Will review with the selector
Comment: There should not be a fee for holds and ILLs.
Review: The 50 cent fee only partially offsets the handling of these items.
Comment: Parents with young children would like Internet access in Youth Services
Review: Will review
Comment: Meeting room in the rear of the library is being used as cell phone booth.
Review: Will review with Security
Comment: Cell phone rules are not be enforced.
Review: Will review with Security
Comment: New entrance makes it difficult for people with strollers—have complained about this before
Review: This complaint has been forward to Tompkins County Facilities which owns and maintains the building and is working with the door contractor to adjust the railing.
Comment: Your front entrance needs to be cleaned up and spruced up—perhaps flowers?
Review: We agree and have forwarded this request to Tompkins County Facilities.
Comment: My poster on the community bulletin board has remained up for several days—a good thing!
Review: We’re happy, too!
Comment: Would like to be able to add more than $20 on my print card
Review: In our experience, many users either lose or leave print cards behind, with money encoded on them. It is an easy task to encode more money so we keep the amount that is to be encoded low to reduce the risk of loss.
Comment: Parents of an IC student here for graduation used microfilm of Ithaca Journal and saved to a flashdrive—very pleased!
Review: Good!
Comment: 93 year old made an appointment to learn how to e-mail and reports that she is really looking forward to learning how to do it!
Review: Great!
Comment: Wanted to check out but did not have my library card and was prevented from doing so. Isn’t there a way to look me up by name?
Review: Requiring a picture ID or a library card protects both you and the library from unauthorized use of your library account.
Comment: Where is the globe that I keep requesting?
Review: Globe is here.
Comment: The Circulation clerks should just check out people, they do not need to chat up patrons.
Review: Some people need special attention. We do try to balance your need for speedy check-out with our goal of delivering pleasant customer service.
Thursday, May 15, 2008
Patron Comments - May 2008
Comment: Can you send a mass e-mail out to all patrons when there will be an unusual change, such as a change in hours etc?
Review: We are investigating ways to communicate public information via e-mail messages to those who want them.
Comment: TCPL is the best thing about Tompkins County.
Review: Thank you!
Comment: How well do you protect the personal information that you collect about us?
Review: Please see our Policy on Patron Privacy on our website
http://www.tcpl.org/policies/PatronPrivacyPolicyrev8-28-07.pdf .
Comment: The fliers that I posted on the community bulletin board have disappeared.
Review: Unfortunately there is no way to monitor or control our community bulletin board.
Comment: Beautiful library!
Review: Thank you!
Comment: We have a really great library.
Review: Thank you!
Comment: Thank you again, you made my life so much easier!
Review: Thank you!
Comment: It is always such a joy to come in here remembering this as Woolworths; now it is great place to be!
Review: Thank you!
Comment: Self check machine couldn’t read the FLLS barcode.
Review: We know that there was a shipment of bar codes which are too small to be read at the self-check; we may need to replace them.
Comment: Self check isn’t recognizing my library card.
Review: Our staff was able to give you a new card at no charge, which should work.
Comment: This library always has what I need!
Review: Thank you!
Comment: Good detective work—book was mishelved but you found it!
Review: We’re glad we could find it
Comment: Thank you for such helpfulness and good customer service.
Review: You are welcome!
Comment: The non-fiction shelves look great—very orderly.
Review: Our pages do a great job.
Comment: The new door configuration to come in the library are very difficult for my four wheel scooter and I will most likely stop using the library.
Review: We are working with Tompkins County Facilities to remedy this problem.
Comment: This is the best library I have ever had the pleasure of frequenting—keep up the good work!
Review: Thank you!
Comment: Dislike patrons who sit together at the computer.
Review: As long as patrons are quiet, we do allow them to sit together at a computer station.
Comment: Compliments for Cassie who did an outstanding job at helping a customer find what he wanted.
Review: Cassie will be pleased to know that you appreciated her service.
Comment: Compliments on website—well put together, especially for magazine databases.
Review: Thank you!
Comment: Librarian from Long Island said that our collection is really up to date.
Review: Thank you!
Review: We are investigating ways to communicate public information via e-mail messages to those who want them.
Comment: TCPL is the best thing about Tompkins County.
Review: Thank you!
Comment: How well do you protect the personal information that you collect about us?
Review: Please see our Policy on Patron Privacy on our website
http://www.tcpl.org/policies/PatronPrivacyPolicyrev8-28-07.pdf .
Comment: The fliers that I posted on the community bulletin board have disappeared.
Review: Unfortunately there is no way to monitor or control our community bulletin board.
Comment: Beautiful library!
Review: Thank you!
Comment: We have a really great library.
Review: Thank you!
Comment: Thank you again, you made my life so much easier!
Review: Thank you!
Comment: It is always such a joy to come in here remembering this as Woolworths; now it is great place to be!
Review: Thank you!
Comment: Self check machine couldn’t read the FLLS barcode.
Review: We know that there was a shipment of bar codes which are too small to be read at the self-check; we may need to replace them.
Comment: Self check isn’t recognizing my library card.
Review: Our staff was able to give you a new card at no charge, which should work.
Comment: This library always has what I need!
Review: Thank you!
Comment: Good detective work—book was mishelved but you found it!
Review: We’re glad we could find it
Comment: Thank you for such helpfulness and good customer service.
Review: You are welcome!
Comment: The non-fiction shelves look great—very orderly.
Review: Our pages do a great job.
Comment: The new door configuration to come in the library are very difficult for my four wheel scooter and I will most likely stop using the library.
Review: We are working with Tompkins County Facilities to remedy this problem.
Comment: This is the best library I have ever had the pleasure of frequenting—keep up the good work!
Review: Thank you!
Comment: Dislike patrons who sit together at the computer.
Review: As long as patrons are quiet, we do allow them to sit together at a computer station.
Comment: Compliments for Cassie who did an outstanding job at helping a customer find what he wanted.
Review: Cassie will be pleased to know that you appreciated her service.
Comment: Compliments on website—well put together, especially for magazine databases.
Review: Thank you!
Comment: Librarian from Long Island said that our collection is really up to date.
Review: Thank you!
Saturday, April 12, 2008
Patron Comments - April 2008
Comment: Tibetan monk gave librarian a bead bracelet for helping him many times over the past few months.
Review: What a lovely gesture! Thank you!
Comment: Self Check wouldn’t work with FLLS bar code.
Review: We are aware of this problem.
Comment: CD’s don’t scan very well on the self check unit (bar codes too small? Too much plastic glare?
Review: We are aware of this problem and are working toward a solution.
Comment: Why have self checks out if it won’t check out a certain type of item?
Review: The self check should be capable of checking out every type of material that we own. However, there are limits to this type of technology. Our goal is to try to reduce all barriers to using the self check.
Comment: Study rooms shouldn’t be used for storage.
Review: We are temporarily using one study room as a staging area for new computer installations. It will be back in service as soon as we complete this job. Unfortunately there is no other space in the library for a job of this size to take place.
Comment: Love the geodesic dome
Review: Thanks!
Comment: Love the playaways!
Review: Thanks!
Comment: Automatic front doors are opening and closing when no one is near them. Very weird!
Review: Tompkins County Facilities has reported the problem and it will be corrected.
Comment: Renewal periods should take into account the length of the item.
Review: Ideally yes, but practically speaking, the software can only control the number of renewals and which items can be renewed.
Comment: Complaint received about the limited time for Internet access
Review: A one hour limit allows us to balance the supply of computers with the public demand for them. Users are limited to one hour per day for public Internet Access, which means that most people have a very short wait before a computer is available.
Comment: Patron happy about finding what they need in the Youth Services Department
Review: We are glad that you found what you wanted.
Comment: Patron thankful for good customer service in the Youth Services Department
Review: Thank you!
Review: What a lovely gesture! Thank you!
Comment: Self Check wouldn’t work with FLLS bar code.
Review: We are aware of this problem.
Comment: CD’s don’t scan very well on the self check unit (bar codes too small? Too much plastic glare?
Review: We are aware of this problem and are working toward a solution.
Comment: Why have self checks out if it won’t check out a certain type of item?
Review: The self check should be capable of checking out every type of material that we own. However, there are limits to this type of technology. Our goal is to try to reduce all barriers to using the self check.
Comment: Study rooms shouldn’t be used for storage.
Review: We are temporarily using one study room as a staging area for new computer installations. It will be back in service as soon as we complete this job. Unfortunately there is no other space in the library for a job of this size to take place.
Comment: Love the geodesic dome
Review: Thanks!
Comment: Love the playaways!
Review: Thanks!
Comment: Automatic front doors are opening and closing when no one is near them. Very weird!
Review: Tompkins County Facilities has reported the problem and it will be corrected.
Comment: Renewal periods should take into account the length of the item.
Review: Ideally yes, but practically speaking, the software can only control the number of renewals and which items can be renewed.
Comment: Complaint received about the limited time for Internet access
Review: A one hour limit allows us to balance the supply of computers with the public demand for them. Users are limited to one hour per day for public Internet Access, which means that most people have a very short wait before a computer is available.
Comment: Patron happy about finding what they need in the Youth Services Department
Review: We are glad that you found what you wanted.
Comment: Patron thankful for good customer service in the Youth Services Department
Review: Thank you!
Monday, December 31, 2007
Patron Comments - December 2007
Comment: Let patron update their own addresses on line, thus avoiding the dreaded “address check block” which prevents us from using the self check machines
Review: We are currently reviewing the Patron Address Check Block and hoping to make changes within the parameters allowed by the software.
Comment: Thank you for fixing the men’s hand dryer
Review: You are welcome.
Comment: Thank you for the renovations of the front doors
Review: You are welcome!
Comment: Complaint about a patron who hoards the daily New York Times
Review: We are following up with this individual
Comment: Complaint about having to pay for holds
Review: A hold fee was originally established to offset the cost of mailing hold notices and to limit the number of holds that patrons could place on items. It is now used to offset the staff handing holds. If the item is in the library, we will place it on the pick up shelf at no cost; just call the reference department at 272-4556.
Comment: Love the library!
Review: Thank you!
Comment: I am grateful for the library!
Review: Thank you!
Comment: I love the world language collection—I find materials I can’t find elsewhere.
Review: We are proud of our work in developing this collection.
Comment: Children’s books displays are really great!
Review: Thank you!
Comment: Complaint about overflowing book drops during the holidays
Review: We agree that this should not have happened. We are now keeping all book drops open at all times to prevent this problem from occurring in the future.
Review: We are currently reviewing the Patron Address Check Block and hoping to make changes within the parameters allowed by the software.
Comment: Thank you for fixing the men’s hand dryer
Review: You are welcome.
Comment: Thank you for the renovations of the front doors
Review: You are welcome!
Comment: Complaint about a patron who hoards the daily New York Times
Review: We are following up with this individual
Comment: Complaint about having to pay for holds
Review: A hold fee was originally established to offset the cost of mailing hold notices and to limit the number of holds that patrons could place on items. It is now used to offset the staff handing holds. If the item is in the library, we will place it on the pick up shelf at no cost; just call the reference department at 272-4556.
Comment: Love the library!
Review: Thank you!
Comment: I am grateful for the library!
Review: Thank you!
Comment: I love the world language collection—I find materials I can’t find elsewhere.
Review: We are proud of our work in developing this collection.
Comment: Children’s books displays are really great!
Review: Thank you!
Comment: Complaint about overflowing book drops during the holidays
Review: We agree that this should not have happened. We are now keeping all book drops open at all times to prevent this problem from occurring in the future.
Wednesday, December 5, 2007
Patron Comments - Summer through Fall 2007
Comment: I really miss the wall clock in the Reading Room
Response: It is back!
Comment: Larry was excellent when I needed an image projector for a youth community program
Response: We’re glad that he could help!
Comment: Books should be held longer than one week, and it should include a Saturday—often when I come to get a book it is no longer being held for me.
Response: Books on hold are kept for one week before they are pulled for use by another patron. We can e-mail you when your hold is ready; surface mail notifications will take a day or two to arrive. There is often a grace period over the weekend, but just in case, you can call the library and ask for an extension.
Comment: The clerks here are awesome! Good job!
Response: Thanks!
Comment: Will you be getting the Playaways? No tapes or cds to worry about!
Response: Yes, we do offer Playaways through the Finger Lakes Library System.
Comment: Thanks for getting more CDs from the Teaching Company—Keep it up!
Response: Thank you! These are expensive items and we are glad that you like them.
Comment: Please make the covered area outside of the door a non-smoking area—we don’t want to walk through a wall of smoke to enter the library.
Response: That area IS a no smoking zone; our security guard regularly patrols this and enforces the rules. Let us know when you see it happening and we will respond.
Comment: Stop telling us to get out of the library a half hour before you close
Response: Well, actually we start our announcements twenty minutes before closing, to give people enough notice to wrap up their research, or book selection, and check out in a timely manner.
Comment: It’s great to come in here and see so many of you smiling!
Response: Thank you! We are proud of our customer service attitude.
Comment: I appreciate your children’s book recommendations
Response: Thanks!
Comment: Please bring back the easy reading display in children’s services , we found it very helpful
Response: The display table has been temporarily moved. We’ll see if we can find a way to bring back the easy reading display table.
Comment: Internet time should be unlimited
Response: In a perfect world we would not need to limit your time because there would be enough computers for everyone. However, we live in a time when resources are in short supply and thus, we have to limit your time to one hour per day.
Comment: I love what has been updated in the teen area with video and audio set apart, thanks!
Response: You are welcome!
Comment: I think the library should be open every day from 9 a.m. and stay open until 11 p.m.
Response: We appreciate your comments; unfortunately, we do not have the resources to be able to more than 59 hours per week (and that includes Sundays).
Comment: Every time I come here the self check machine is not working—I think you should use tax dollars to buy books, not gadgets which lessen interaction with a human being.
Response: Our self check machines are quite reliable, and if they are in need of service, 3M arrives within 24 hours. Many people prefer the privacy and speed of the self-check workstations, but we continue to offer personalized service at the Circulation Desk.
Comment: What a joy! This has been a delightful experience at the adult reference desk!
Response: Thank you!
Comment: What does it mean “Other Library” in the computer catalog? Very confusing!
Response: Our library’s holdings are joined together with those libraries in the Finger Lakes Library System in the Polaris computer catalog. You can then see not only what we own, but what other libraries own. If we own the item, the call number is included on the result list. If the item is only owned by other libraries in the FLLS, it is necessary to select the “call number and availability” button and then select other libraries to see which libraries own that item,
Comment: Press release on Playaways was misleading—why can’t you have a collection at TCPL instead of having to place a hold on them from FLLS?
Response: All of the Playaways are at other FLLS libraries and can be requested by our patrons. At this point, we do not have funding to purchase our own collection.
Comment: Some of the In Flight Language CDs are missing the pamphlets that go with them.
Response: We do try to ensure that all of the pieces are present before we check these out. We will follow up and see if we can replace these.
Comment: I like your smile
Response: This comment was for a Circulation Clerk—thank you!
Comment: Wonderful Library
Response: Thank you!
Comment: I like getting the e-mail notices
Response: Thank you, we like this feature, too!
Comment: Bookdrops were overflowing and free standing book drops were locked on August 16
Response: We apologize; we’ll be more diligent in the future.
Comment: Thank you for your help
Response: You are welcome!
Comment: Great library! Since moving here, I use the library a lot!
Response: Thank you!
Comment: Great cookbooks and cooking magazine collection
Response: Thanks!
Comment: Fiction area too hard to use with the Mart Cart
Response: Even though the aisles meet ADA requirements, it can be tricky to maneuver through this space. If you would like help, please ask at the Reference Desk.
Comment: Fifty cents for a library hold? I won’t use this library again!
Response: A hold fee was originally established to offset the cost of mailing hold notices and to limit the number of holds that patrons could place on items. It is now used to offset the staff handling holds. If the item is in the library, we will place it on the pick-up shelf at no cost; just call the reference department at 272-4556.
Comment: Patron loved MasterFile Select for detailed paper on the history of race-prefers us over the college library
Response: We are happy to help the many college students who use the library.
Comment: It’s hard to find call number in Power Pac—not very user friendly
Response: That has been fixed in a recent upgrade.
Comment: Powerpac is too complicated and takes too much time
Response: Polaris takes user comments very seriously and continuously strives to provide us with upgrades that make it easier to use. Please ask our reference librarians for help—they can show you to make your searching faster and easier. We offer one-on-one tutorials on using Powerpac. Please call or stop at the reference desk to make an appointment. 272-4556
Comment: Request to re-evaluate limit on Internet computers during slow times
Response: There really are no “slow times”. Allowing everyone the same amount of time every day is the most fair way to allocate limited resources.
Comment: I learned something new by stopping at the reference desk—thank you
Response: You are welcome
Comment: Thank you so much for making the extra effort to get the microfilm we first thought couldn’t be found
Response: You are welcome!
Comment: Internet Training—very cool that we offer this service
Response: Thank you!
Comment: Glad I asked for help with Powerpac
Response: We are glad to help.
Comment: You’re awesome, you were able to confirm a telephone number for police investigation
Response: Thank you!
Comment: You have been wonderful with local history information
Response: Thank you!
Comment: I’m visiting and I think you have a fabulous library
Response: Thank you!
Comment: I’m psyched—the e-Bay workshop was a wonderful program
Response: Thank you!
Comment: Rosetta Stone for English—it was wonderful!
Response: Thank you
Comment: This is a magnificent library!
Response: Thank you!
Comment: Great library!
Response: Thank you!
Comment: Fantastic doll exhibit
Response: We liked it, too!
Comment: Patron was ecstatic that we offer Rosetta Stone
Response: Thank you!
Comment: Library has been a solace many days
Response: Yes, that is a good description of what some people need from a library.
Comment: You made my day—you found a book I was looking for
Response: Thank you!
Comment: Very appreciative of having Internet time extended so she wouldn’t lose her project
Response: We are glad to help.
Comment: Using Novelist and checking our holdings—why doesn’t the library own these titles?
Response: Novelist is a huge database and it would be impossible for a library of our size to own every title listed. However, if you want something that we don’t own, please ask our reference librarians—they will find a way to get the title you want.
Comment: HVAC sound is deafening
Response: The HVAC system does indeed have a hum, due to the fact that is moving air in and out of the building. After occupying this building for seven years, we have not noticed any increase in the volume of the “hum” so we are not sure what you are referring to.
Comment: Upset patron because there is no parking unless you can afford to park in the parking lot
Response: Parking in the garage is free for the first hour during business hours, free evenings and weekends.
Comment: “You guys are great!”
Response: Thank you!
Comment: Patron happy that we are holding copies of The Great Courses series on CD
Response: Thank you!
Comment: You are always so good-natured
Response: Another circulation desk compliment—thank you!
Comment: Great Service
Response: Thank you!
Comment: Great shirt (UAW logos)
Response: Thank you!
Comment: It’s really nice to be able to call the reference desk and have a book placed on the pick-up shelf
Response: Thank you!
Comment: Called circulation and left a message and never got a reply
Response: That should not have happened. We apologize.
Comment: Patron not happy about short loan period for interlibrary loan item
Response: The interlibrary loan period is controlled by the lending library. We are unable to adjust it.
Comment: Youth Services always helpful and knowledgeable about books
Response: Thank you!
Comment: Wonderful collection of Youth Services books
Response: Thank you!
Comment: Young Adult shelving is too close to juvenile books—needs more separation
Response: Good idea, but we don’t have the space at this time to do that
Comment: More areas for unruly toddlers
Response: We would prefer that unruly toddlers be taken care of by their parents and helped to understand how to act in the library
Comment: Concern about the water cascading down the outside of the west façade
Response: Tompkins County, which owns the building, is aware of this problem.
Comment: Wonderful library (from a NYC visitor)
Response: Thank you!
Comment: Your Youth Services collection that spans kindergarten through young adult is impressive
Response: Thank you!
Comment: Librarian from NYC complimented our remote access set up to databases, “very nicely arranged”.
Response: Thank you!
Comment: This library is amazing!
Response: Thanks!
Comment: You got the book I wanted—Chi Walking
Response: We are glad to have filled your request.
Comment: Patron likes the children’s room
Response: We like it, too!
Comment: Patron upset about having to re-register—“it’s supposed to be lifetime membership”
Response: If you do not use your library card in a three year period, it is purged from our system. This is national library standard and helps us keep our database up to date.
Comment: Patron doesn’t like the feel of the library—spatially not comfortable and books too far away.
Response: We are sorry that you are disappointed. It is big library with lots of books—and practically speaking, some of them are going to be “far away”.
Comment: Staff grumpy
Response: We are sorry. We do try not to be.
Comment: Too long of a wait to get new books
Response: We are working on this.
Comment: Likes having the Rosetta Stone workstation in rear of library, more private
Response: Thank you.
Comment: Thank you for your help, you’re an angel
Response: Thank you!
Comment: Wonderful system of getting Interlibrary loans
Response: Thank you!
Comment: Would like a regional cookbook section
Response: Could you be more specific about what you had in mind? Do you want cookbooks reflecting a Finger Lakes cuisine? Or those which are locally published by service organizations, etc.
Comment: Very pleased with the new microfilm scanner—can burn to cds
Response: Thank you!
Comment: I could have never found this book without you!
Response: Thank you!
Comment: Great ambiance in the library—love the Internet and can always get on, no lines/
Response: Thank you!
Comment: Please update the bus schedules
Response: We are working with TCAT to get updated bus schedules on a regular basis
* Some of these comments date from earlier months and were recovered during a file re-organization project.
Response: It is back!
Comment: Larry was excellent when I needed an image projector for a youth community program
Response: We’re glad that he could help!
Comment: Books should be held longer than one week, and it should include a Saturday—often when I come to get a book it is no longer being held for me.
Response: Books on hold are kept for one week before they are pulled for use by another patron. We can e-mail you when your hold is ready; surface mail notifications will take a day or two to arrive. There is often a grace period over the weekend, but just in case, you can call the library and ask for an extension.
Comment: The clerks here are awesome! Good job!
Response: Thanks!
Comment: Will you be getting the Playaways? No tapes or cds to worry about!
Response: Yes, we do offer Playaways through the Finger Lakes Library System.
Comment: Thanks for getting more CDs from the Teaching Company—Keep it up!
Response: Thank you! These are expensive items and we are glad that you like them.
Comment: Please make the covered area outside of the door a non-smoking area—we don’t want to walk through a wall of smoke to enter the library.
Response: That area IS a no smoking zone; our security guard regularly patrols this and enforces the rules. Let us know when you see it happening and we will respond.
Comment: Stop telling us to get out of the library a half hour before you close
Response: Well, actually we start our announcements twenty minutes before closing, to give people enough notice to wrap up their research, or book selection, and check out in a timely manner.
Comment: It’s great to come in here and see so many of you smiling!
Response: Thank you! We are proud of our customer service attitude.
Comment: I appreciate your children’s book recommendations
Response: Thanks!
Comment: Please bring back the easy reading display in children’s services , we found it very helpful
Response: The display table has been temporarily moved. We’ll see if we can find a way to bring back the easy reading display table.
Comment: Internet time should be unlimited
Response: In a perfect world we would not need to limit your time because there would be enough computers for everyone. However, we live in a time when resources are in short supply and thus, we have to limit your time to one hour per day.
Comment: I love what has been updated in the teen area with video and audio set apart, thanks!
Response: You are welcome!
Comment: I think the library should be open every day from 9 a.m. and stay open until 11 p.m.
Response: We appreciate your comments; unfortunately, we do not have the resources to be able to more than 59 hours per week (and that includes Sundays).
Comment: Every time I come here the self check machine is not working—I think you should use tax dollars to buy books, not gadgets which lessen interaction with a human being.
Response: Our self check machines are quite reliable, and if they are in need of service, 3M arrives within 24 hours. Many people prefer the privacy and speed of the self-check workstations, but we continue to offer personalized service at the Circulation Desk.
Comment: What a joy! This has been a delightful experience at the adult reference desk!
Response: Thank you!
Comment: What does it mean “Other Library” in the computer catalog? Very confusing!
Response: Our library’s holdings are joined together with those libraries in the Finger Lakes Library System in the Polaris computer catalog. You can then see not only what we own, but what other libraries own. If we own the item, the call number is included on the result list. If the item is only owned by other libraries in the FLLS, it is necessary to select the “call number and availability” button and then select other libraries to see which libraries own that item,
Comment: Press release on Playaways was misleading—why can’t you have a collection at TCPL instead of having to place a hold on them from FLLS?
Response: All of the Playaways are at other FLLS libraries and can be requested by our patrons. At this point, we do not have funding to purchase our own collection.
Comment: Some of the In Flight Language CDs are missing the pamphlets that go with them.
Response: We do try to ensure that all of the pieces are present before we check these out. We will follow up and see if we can replace these.
Comment: I like your smile
Response: This comment was for a Circulation Clerk—thank you!
Comment: Wonderful Library
Response: Thank you!
Comment: I like getting the e-mail notices
Response: Thank you, we like this feature, too!
Comment: Bookdrops were overflowing and free standing book drops were locked on August 16
Response: We apologize; we’ll be more diligent in the future.
Comment: Thank you for your help
Response: You are welcome!
Comment: Great library! Since moving here, I use the library a lot!
Response: Thank you!
Comment: Great cookbooks and cooking magazine collection
Response: Thanks!
Comment: Fiction area too hard to use with the Mart Cart
Response: Even though the aisles meet ADA requirements, it can be tricky to maneuver through this space. If you would like help, please ask at the Reference Desk.
Comment: Fifty cents for a library hold? I won’t use this library again!
Response: A hold fee was originally established to offset the cost of mailing hold notices and to limit the number of holds that patrons could place on items. It is now used to offset the staff handling holds. If the item is in the library, we will place it on the pick-up shelf at no cost; just call the reference department at 272-4556.
Comment: Patron loved MasterFile Select for detailed paper on the history of race-prefers us over the college library
Response: We are happy to help the many college students who use the library.
Comment: It’s hard to find call number in Power Pac—not very user friendly
Response: That has been fixed in a recent upgrade.
Comment: Powerpac is too complicated and takes too much time
Response: Polaris takes user comments very seriously and continuously strives to provide us with upgrades that make it easier to use. Please ask our reference librarians for help—they can show you to make your searching faster and easier. We offer one-on-one tutorials on using Powerpac. Please call or stop at the reference desk to make an appointment. 272-4556
Comment: Request to re-evaluate limit on Internet computers during slow times
Response: There really are no “slow times”. Allowing everyone the same amount of time every day is the most fair way to allocate limited resources.
Comment: I learned something new by stopping at the reference desk—thank you
Response: You are welcome
Comment: Thank you so much for making the extra effort to get the microfilm we first thought couldn’t be found
Response: You are welcome!
Comment: Internet Training—very cool that we offer this service
Response: Thank you!
Comment: Glad I asked for help with Powerpac
Response: We are glad to help.
Comment: You’re awesome, you were able to confirm a telephone number for police investigation
Response: Thank you!
Comment: You have been wonderful with local history information
Response: Thank you!
Comment: I’m visiting and I think you have a fabulous library
Response: Thank you!
Comment: I’m psyched—the e-Bay workshop was a wonderful program
Response: Thank you!
Comment: Rosetta Stone for English—it was wonderful!
Response: Thank you
Comment: This is a magnificent library!
Response: Thank you!
Comment: Great library!
Response: Thank you!
Comment: Fantastic doll exhibit
Response: We liked it, too!
Comment: Patron was ecstatic that we offer Rosetta Stone
Response: Thank you!
Comment: Library has been a solace many days
Response: Yes, that is a good description of what some people need from a library.
Comment: You made my day—you found a book I was looking for
Response: Thank you!
Comment: Very appreciative of having Internet time extended so she wouldn’t lose her project
Response: We are glad to help.
Comment: Using Novelist and checking our holdings—why doesn’t the library own these titles?
Response: Novelist is a huge database and it would be impossible for a library of our size to own every title listed. However, if you want something that we don’t own, please ask our reference librarians—they will find a way to get the title you want.
Comment: HVAC sound is deafening
Response: The HVAC system does indeed have a hum, due to the fact that is moving air in and out of the building. After occupying this building for seven years, we have not noticed any increase in the volume of the “hum” so we are not sure what you are referring to.
Comment: Upset patron because there is no parking unless you can afford to park in the parking lot
Response: Parking in the garage is free for the first hour during business hours, free evenings and weekends.
Comment: “You guys are great!”
Response: Thank you!
Comment: Patron happy that we are holding copies of The Great Courses series on CD
Response: Thank you!
Comment: You are always so good-natured
Response: Another circulation desk compliment—thank you!
Comment: Great Service
Response: Thank you!
Comment: Great shirt (UAW logos)
Response: Thank you!
Comment: It’s really nice to be able to call the reference desk and have a book placed on the pick-up shelf
Response: Thank you!
Comment: Called circulation and left a message and never got a reply
Response: That should not have happened. We apologize.
Comment: Patron not happy about short loan period for interlibrary loan item
Response: The interlibrary loan period is controlled by the lending library. We are unable to adjust it.
Comment: Youth Services always helpful and knowledgeable about books
Response: Thank you!
Comment: Wonderful collection of Youth Services books
Response: Thank you!
Comment: Young Adult shelving is too close to juvenile books—needs more separation
Response: Good idea, but we don’t have the space at this time to do that
Comment: More areas for unruly toddlers
Response: We would prefer that unruly toddlers be taken care of by their parents and helped to understand how to act in the library
Comment: Concern about the water cascading down the outside of the west façade
Response: Tompkins County, which owns the building, is aware of this problem.
Comment: Wonderful library (from a NYC visitor)
Response: Thank you!
Comment: Your Youth Services collection that spans kindergarten through young adult is impressive
Response: Thank you!
Comment: Librarian from NYC complimented our remote access set up to databases, “very nicely arranged”.
Response: Thank you!
Comment: This library is amazing!
Response: Thanks!
Comment: You got the book I wanted—Chi Walking
Response: We are glad to have filled your request.
Comment: Patron likes the children’s room
Response: We like it, too!
Comment: Patron upset about having to re-register—“it’s supposed to be lifetime membership”
Response: If you do not use your library card in a three year period, it is purged from our system. This is national library standard and helps us keep our database up to date.
Comment: Patron doesn’t like the feel of the library—spatially not comfortable and books too far away.
Response: We are sorry that you are disappointed. It is big library with lots of books—and practically speaking, some of them are going to be “far away”.
Comment: Staff grumpy
Response: We are sorry. We do try not to be.
Comment: Too long of a wait to get new books
Response: We are working on this.
Comment: Likes having the Rosetta Stone workstation in rear of library, more private
Response: Thank you.
Comment: Thank you for your help, you’re an angel
Response: Thank you!
Comment: Wonderful system of getting Interlibrary loans
Response: Thank you!
Comment: Would like a regional cookbook section
Response: Could you be more specific about what you had in mind? Do you want cookbooks reflecting a Finger Lakes cuisine? Or those which are locally published by service organizations, etc.
Comment: Very pleased with the new microfilm scanner—can burn to cds
Response: Thank you!
Comment: I could have never found this book without you!
Response: Thank you!
Comment: Great ambiance in the library—love the Internet and can always get on, no lines/
Response: Thank you!
Comment: Please update the bus schedules
Response: We are working with TCAT to get updated bus schedules on a regular basis
* Some of these comments date from earlier months and were recovered during a file re-organization project.
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