Comment: Copiers provide poor quality.
Response: Copier Service company was called to fix the problem.
Comment: Please consider adding Adobe PDF into system.
Response: Adobe Acrobat Reader is available on all public computers.
Comment: Comic book section on a turn table (display rack?)
Response: We do not currently offer comic books due to our tight budget but thanks for your suggestion.
Comment: Objects to sign in public washrooms regarding surveillance.
Response: Continued vandalism in our public restrooms is costly and unsanitary. We are hoping that signage would reduce this problem
Comment: Thanks for listening to my concerns.
Response: You are welcome!
Comment: Woman’s washroom need soap and also has ants on the floor.
Response: Thank you. Facilities has been notified and is taking care of it.
Comment: Please keep the self check units open later
Response: The self-check units are closed down 5 – 10 minutes before closing; however the circulation counter is fully staffed at closing so you should have no problem checking out in a timely manner.
Comment: Three books on the NYTimes Bestseller list are available at other libraries but not at TCPL!
Response: The chronic backlog of unprocessed new books is due to a lack of sufficient staff.
Comment: Could you get a prayerwheel for the entry and exit?
Response: Probably not at this time.
Comment: Front Doors do not open on time.
Response: We have reviewed the software which sets the time for the automatic door opening and we believe we now have it set correctly.
Comment: How about drop off points for library material around the community, like, for example, at Wegmans
Response: Great idea, but a costly service which we cannot currently afford.
Comment: Better signage for magazine racks.
Response: Will investigate.
Comment: Teen programming and the teen area are really exciting and are one of the library’s strengths!
Response: Thank you!
Comment: Would like clear concise and easy to follow directions for using the library’s catalog system.
Response: Our reference librarians are able to help you with your specific questions, either in person, by phone, or by e-mail.
Comment: How about being able to volunteer to work off fines?
Response: Will be referred to the Circulation Coordinator and the Volunteer Services Coordinator.
Comment: Security guard accused me of harassment.
Response: This incident was investigated by the library director.
Wednesday, May 16, 2007
Tuesday, November 21, 2006
Patron Comments - October and November 2006
Comment: Limits on the number of DVDs you can check out is too restrictive.
Response: We wish it weren’t necessary to be so restrictive, but the fact is that the DVDs are in high demand, but in short supply.
Comment: Complaint about the art in front of the library (see below for a detailed response).
Response: Self check out machines rarely work About 30% of our checks out occur at the self-check out computers. We are replacing two of them this week, and we hope that they will increase your chances of success.
Comment: My family loves your staff and the article in the paper was unfair.
Response: Thank you!
Comment: Compliment about the organization of the music CDs.
Response: Thank you!
Comment: I don’t like the policy of no renewals for new books.
Response: We wish it weren’t necessary to be so restrictive, but the fact is that we have a high demand for new books, but they are in short supply. Perhaps in the future when our funding is more robust, we could consider changing this policy.
Comment: Buy more DVDs for the African American population.
Response: We currently have 54 DVDs which have the subject heading African-American. Please ask a Reference Librarian to show you how to obtain a list of these titles. We welcome suggestions of specific titles.
Comment: Please consider numbering the Pokeman in series order
Response: Will refer to our Technical Services Department
Comment: Loan period on instructional videos should be changed to a longer period.
Response: The library has established two loan periods: one week for high demand items and three weeks for other items. For consistency and ease of remembering, all of our videos are checked out for one week. If you need to keep it longer, don’t forget that there is a two day grace period.
Comment: Someone is removing poster from the community bulletin board before the actual event.
Response: Unfortunately, this is not something we can easily monitor or control. We will ask Security Services to keep an eye on it.
Comment: Publicize the fact that the library closes 10 minutes before the stated closing time—or change your schedule.
Response: Due to the fact that the library is often fully occupied, we have to start moving people toward the check-out line and out the front doors 15-20 minutes before closing time. Our security guard sweeps through the library as does our professional staff. At some point we cannot allow any more people into the library since it is counterproductive to our goal of closing the building on time. The circulation desk remains open until the actual closing.
Comment: Couldn’t the checked in carts be roughly sorted by Dewey categories.
Response: We would ultimately like to eliminate the backlog, which is caused by insufficient staff. In order to accomplish what you suggest, we would need more staff! The carts are organized by return date, and if you know the title of the item you are looking for, the reference librarians can suggest which cart it might be on.
Comment: Why doesn’t the library cooperate with Ithaca College on its New Student Reading Project?
Response: We hope that someday this could happen.
Comment: I would like to use the public lockers but they need keys.
Response: We are working on a plan that would solve the problem of users taking the keys and not returning them.
Comment: Could you provide a drop off location for donations to the Friends of the Library?
Response: Unfortunately, we don’t have the space to accept donations, but we do encourage everyone to drop items off at the Friends Booksale site where they are properly sorted and stored. The library is offered the first choice of all donations throughout the year.
Comment: Concern that security services is aware of my personal background and are persecuting and laughing at me.
Response: I am sorry that you feel this way, but you may be mistaken. I will talk with our Security Services to ensure that you receive the respect that you are entitled to.
Comment: I live in Schuyler County and was told that I could not get a library card
Response: Because Schuyler County residents pay no taxes to support our library, we ask that you support our library with a fee-based library card. The cost is $25 per year.
Comment: Thank you so much for teaching my class about websites and databases—they were really impressed with the better quality of information that they can now access
Response: You are welcome!
Comment: Thank you for opening on Columbus Day
Response: You are welcome!
Response: We wish it weren’t necessary to be so restrictive, but the fact is that the DVDs are in high demand, but in short supply.
Comment: Complaint about the art in front of the library (see below for a detailed response).
Response: Self check out machines rarely work About 30% of our checks out occur at the self-check out computers. We are replacing two of them this week, and we hope that they will increase your chances of success.
Comment: My family loves your staff and the article in the paper was unfair.
Response: Thank you!
Comment: Compliment about the organization of the music CDs.
Response: Thank you!
Comment: I don’t like the policy of no renewals for new books.
Response: We wish it weren’t necessary to be so restrictive, but the fact is that we have a high demand for new books, but they are in short supply. Perhaps in the future when our funding is more robust, we could consider changing this policy.
Comment: Buy more DVDs for the African American population.
Response: We currently have 54 DVDs which have the subject heading African-American. Please ask a Reference Librarian to show you how to obtain a list of these titles. We welcome suggestions of specific titles.
Comment: Please consider numbering the Pokeman in series order
Response: Will refer to our Technical Services Department
Comment: Loan period on instructional videos should be changed to a longer period.
Response: The library has established two loan periods: one week for high demand items and three weeks for other items. For consistency and ease of remembering, all of our videos are checked out for one week. If you need to keep it longer, don’t forget that there is a two day grace period.
Comment: Someone is removing poster from the community bulletin board before the actual event.
Response: Unfortunately, this is not something we can easily monitor or control. We will ask Security Services to keep an eye on it.
Comment: Publicize the fact that the library closes 10 minutes before the stated closing time—or change your schedule.
Response: Due to the fact that the library is often fully occupied, we have to start moving people toward the check-out line and out the front doors 15-20 minutes before closing time. Our security guard sweeps through the library as does our professional staff. At some point we cannot allow any more people into the library since it is counterproductive to our goal of closing the building on time. The circulation desk remains open until the actual closing.
Comment: Couldn’t the checked in carts be roughly sorted by Dewey categories.
Response: We would ultimately like to eliminate the backlog, which is caused by insufficient staff. In order to accomplish what you suggest, we would need more staff! The carts are organized by return date, and if you know the title of the item you are looking for, the reference librarians can suggest which cart it might be on.
Comment: Why doesn’t the library cooperate with Ithaca College on its New Student Reading Project?
Response: We hope that someday this could happen.
Comment: I would like to use the public lockers but they need keys.
Response: We are working on a plan that would solve the problem of users taking the keys and not returning them.
Comment: Could you provide a drop off location for donations to the Friends of the Library?
Response: Unfortunately, we don’t have the space to accept donations, but we do encourage everyone to drop items off at the Friends Booksale site where they are properly sorted and stored. The library is offered the first choice of all donations throughout the year.
Comment: Concern that security services is aware of my personal background and are persecuting and laughing at me.
Response: I am sorry that you feel this way, but you may be mistaken. I will talk with our Security Services to ensure that you receive the respect that you are entitled to.
Comment: I live in Schuyler County and was told that I could not get a library card
Response: Because Schuyler County residents pay no taxes to support our library, we ask that you support our library with a fee-based library card. The cost is $25 per year.
Comment: Thank you so much for teaching my class about websites and databases—they were really impressed with the better quality of information that they can now access
Response: You are welcome!
Comment: Thank you for opening on Columbus Day
Response: You are welcome!
Tuesday, September 26, 2006
Patron Comments - September 2006
Comment: Raise borrowing limits
Response: The current limit is 20 items per user, which we believe is realistic, given the high demand for popular items
Comment: Increase the loan period for DVDs with multiple discs and up to 10 hours of viewing—it’s too hard to watch all in one week
Response: You do have the option of keeping the item past its due date. We offer a two day grace period. If you kept if for another week, it would cost you $1.25
Comment: Why do you cover the name of the book with the bar code?
Response: The placement of the bar code is standardized so that the self check machines can easily locate it.
Comment: I appreciate getting books on hold and think that the 50 cents charge should be increased for this service
Response: Thank you, we will consider
Comment: Please allow CDs to be renewed
Response: These can be renewed.
Comment: Too cold in the building
Response: The air conditioning unit has been serviced and adjusted several times during the past month; we apologize for the cold temperatures
Comment: Please add the Dvorak keyboard layout as an option on the existing language bar on the Internet computers
Response: Please contact me directly (jsteiner@tcpl.org) so we can obtain more information.
Comment: I am so appreciative of the dedication and support I experienced a the reference desk and several times at the check out are—the staff in each case went out of their way to assist me
Response: Thank you for your comment
Comment: More bike racks in front of the library
Response: TCAT is promising to work with us to add bike racks for their riders
Comment: What happened to Not New But Worth A View?
Response: We moved this section to a more prominent place along the Avenue of the Friends. It is on the shelving which previously held DVDs
Comment: A patron would like a thank you from the Friends because she has donated 500 “next to new” books to the booksale.
Response: We will contact the Friends and request that this be done.
Comment: Why are the books on the lower shelves in Youth Services shelved downwards? The logical alphabetical order is also gone
Response: We will soon be moving all books except the juvenile non-fiction to their correct upright position. If they are out of order, we apologize, but this is just one example of the impact of being short staffed. Volunteer help is always appreciated!
Comment: Even though I have just returned my DVDs, the self check machine blocks me from checking out new ones because there is a delay in checking these items in. Waiting in line so that the block can be waived today is too time consuming. Can you remove the blocks?
Response: We understand your frustration. Due to chronic short staffing, we are often days behind in checking items in—and we have far too few clerks working at the Circulation Desk. However, if we were to remove the automatic block on accounts which control how many items you can check out at one time, there would be no limit to how many items you could check out at once. Our staff can override the block but it does require you to stand in line. We are sorry that there does not seem to be a satisfactory solution to this problem.
Response: The current limit is 20 items per user, which we believe is realistic, given the high demand for popular items
Comment: Increase the loan period for DVDs with multiple discs and up to 10 hours of viewing—it’s too hard to watch all in one week
Response: You do have the option of keeping the item past its due date. We offer a two day grace period. If you kept if for another week, it would cost you $1.25
Comment: Why do you cover the name of the book with the bar code?
Response: The placement of the bar code is standardized so that the self check machines can easily locate it.
Comment: I appreciate getting books on hold and think that the 50 cents charge should be increased for this service
Response: Thank you, we will consider
Comment: Please allow CDs to be renewed
Response: These can be renewed.
Comment: Too cold in the building
Response: The air conditioning unit has been serviced and adjusted several times during the past month; we apologize for the cold temperatures
Comment: Please add the Dvorak keyboard layout as an option on the existing language bar on the Internet computers
Response: Please contact me directly (jsteiner@tcpl.org) so we can obtain more information.
Comment: I am so appreciative of the dedication and support I experienced a the reference desk and several times at the check out are—the staff in each case went out of their way to assist me
Response: Thank you for your comment
Comment: More bike racks in front of the library
Response: TCAT is promising to work with us to add bike racks for their riders
Comment: What happened to Not New But Worth A View?
Response: We moved this section to a more prominent place along the Avenue of the Friends. It is on the shelving which previously held DVDs
Comment: A patron would like a thank you from the Friends because she has donated 500 “next to new” books to the booksale.
Response: We will contact the Friends and request that this be done.
Comment: Why are the books on the lower shelves in Youth Services shelved downwards? The logical alphabetical order is also gone
Response: We will soon be moving all books except the juvenile non-fiction to their correct upright position. If they are out of order, we apologize, but this is just one example of the impact of being short staffed. Volunteer help is always appreciated!
Comment: Even though I have just returned my DVDs, the self check machine blocks me from checking out new ones because there is a delay in checking these items in. Waiting in line so that the block can be waived today is too time consuming. Can you remove the blocks?
Response: We understand your frustration. Due to chronic short staffing, we are often days behind in checking items in—and we have far too few clerks working at the Circulation Desk. However, if we were to remove the automatic block on accounts which control how many items you can check out at one time, there would be no limit to how many items you could check out at once. Our staff can override the block but it does require you to stand in line. We are sorry that there does not seem to be a satisfactory solution to this problem.
Friday, August 11, 2006
Patron Comments - August 2006
Comment: Would like a little gate at Youth Services to prevent toddlers from wandering out of the department.
Response: Any kind of gate or door must be handicapped accessible and be able to function with a high volume of people who enter this area, often pushing baby carriages. This system would need to be installed at both entrances to Youth Services. This is a costly venture. Even if such a door system was installed, it is possible that the door/gate would be accidentally left open, so it would need to have a self-closing mechanism, which may be hazardous to toddlers. While your idea of a “little gate” would work in a home environment, it is impractical for this library. A far better solution is for parents to watch their children at all times.
Comment: Why are there so many self-published books; seems like the money could be better spent.
Response: Our Collection Plan does not expressly prohibit self-published books. All materials considered for the collections are evaluated under the criteria established within the collection plan.
Comment: What a joy! The reference librarian gave me immediate and appropriate help in answer to my question.
Response: Thank you!
Comment: File Music CDs so that the spine is title up.
Response: The music CDs are filed so that the “spine label” is face up, thus making it easier to re-shelve and locate CDs.
Comment: People should be asked to lower their voices; add signs to this effect.
Response: Our security guard is responsible for keeping the noise level down.
Comment: We were prevented from coming into the library at 8 p.m. even though the library closes at 8:15 p.m.
Response: Access to the main part of the library is unavailable 5 minutes before our closing time, in order to clear the library in an orderly fashion. You may still return items to the Circulation Desk or pick up holds. The closing procedures will be reviewed with our security guard.
Comment: Open another station when there are more than three people in line.
Response: Long lines are a result of not enough staff. Clerks must be deployed to check in materials as well as check out. The balance between these two functions may be uneven from moment to moment, but often, by the time a clerk is pulled away from other duties and opens up another station, the line has cleared itself.
Comment: Quicker system for checking e-mail for visitors.
Response: We have developed a quicker way for visitors to obtain the needed library ID number for access to the Internet.
Comment: Security guard was too harsh on me—my child was simply turning lamps on and off *(See entire complaint and answer below).
*“The security guard was too harsh regarding a 3 yr. old who was simply turning lamps on and off. If that’s really against the rules, he could have a chat with my son to distract him from ‘misbehaving,’ which he was doing out of boredom while I was quickly choosing books for my sick mother. Instead the guard slowed me down by berating me without pause.
There are a lot worse things a 3 yr.old can try to do in the library while mama tries to do some minimal business of her own!
Such as: press buttons on the printer, put pencils in the CD drive, turn off computers, pull books off the shelves, take CDs out of their cases, draw where he shouldn’t, wander off and get lost. . . .
You can see that a family visit to the library can be a challenge. Some empathetic teamwork by the guard would make it a lot easier.”
(This comment was not signed)
Library Director’s response: All of us at the Tompkins County Public Library want a safe and secure environment for children who use our library. When children misbehave, or are a danger to themselves or others, our policy is to speak directly to the parent. When a three year old amuses himself by turning lamps on and off, and the parent thinks that this is acceptable, it is our obligation to educate the parent. We expect parents to watch your children at all times, and to never leave young children unattended. Our security guard is not here to be part of an “empathetic teamwork” system. His job is to enforce the rules of behavior and ensure the safety and security of our patrons and staff.
Response: Any kind of gate or door must be handicapped accessible and be able to function with a high volume of people who enter this area, often pushing baby carriages. This system would need to be installed at both entrances to Youth Services. This is a costly venture. Even if such a door system was installed, it is possible that the door/gate would be accidentally left open, so it would need to have a self-closing mechanism, which may be hazardous to toddlers. While your idea of a “little gate” would work in a home environment, it is impractical for this library. A far better solution is for parents to watch their children at all times.
Comment: Why are there so many self-published books; seems like the money could be better spent.
Response: Our Collection Plan does not expressly prohibit self-published books. All materials considered for the collections are evaluated under the criteria established within the collection plan.
Comment: What a joy! The reference librarian gave me immediate and appropriate help in answer to my question.
Response: Thank you!
Comment: File Music CDs so that the spine is title up.
Response: The music CDs are filed so that the “spine label” is face up, thus making it easier to re-shelve and locate CDs.
Comment: People should be asked to lower their voices; add signs to this effect.
Response: Our security guard is responsible for keeping the noise level down.
Comment: We were prevented from coming into the library at 8 p.m. even though the library closes at 8:15 p.m.
Response: Access to the main part of the library is unavailable 5 minutes before our closing time, in order to clear the library in an orderly fashion. You may still return items to the Circulation Desk or pick up holds. The closing procedures will be reviewed with our security guard.
Comment: Open another station when there are more than three people in line.
Response: Long lines are a result of not enough staff. Clerks must be deployed to check in materials as well as check out. The balance between these two functions may be uneven from moment to moment, but often, by the time a clerk is pulled away from other duties and opens up another station, the line has cleared itself.
Comment: Quicker system for checking e-mail for visitors.
Response: We have developed a quicker way for visitors to obtain the needed library ID number for access to the Internet.
Comment: Security guard was too harsh on me—my child was simply turning lamps on and off *(See entire complaint and answer below).
*“The security guard was too harsh regarding a 3 yr. old who was simply turning lamps on and off. If that’s really against the rules, he could have a chat with my son to distract him from ‘misbehaving,’ which he was doing out of boredom while I was quickly choosing books for my sick mother. Instead the guard slowed me down by berating me without pause.
There are a lot worse things a 3 yr.old can try to do in the library while mama tries to do some minimal business of her own!
Such as: press buttons on the printer, put pencils in the CD drive, turn off computers, pull books off the shelves, take CDs out of their cases, draw where he shouldn’t, wander off and get lost. . . .
You can see that a family visit to the library can be a challenge. Some empathetic teamwork by the guard would make it a lot easier.”
(This comment was not signed)
Library Director’s response: All of us at the Tompkins County Public Library want a safe and secure environment for children who use our library. When children misbehave, or are a danger to themselves or others, our policy is to speak directly to the parent. When a three year old amuses himself by turning lamps on and off, and the parent thinks that this is acceptable, it is our obligation to educate the parent. We expect parents to watch your children at all times, and to never leave young children unattended. Our security guard is not here to be part of an “empathetic teamwork” system. His job is to enforce the rules of behavior and ensure the safety and security of our patrons and staff.
Monday, July 17, 2006
Patron Comments - July 2006
Comment: Exhibit sign misspelled
Response: We will correct, thanks!
Comment: Send everyone an e-mail when the library’s hours change for holidays
Response: Will follow up and see if this can be easily done
Comment: Hang signs on parking meters when the library is closed for a holiday
Response: Street parking and parking meters are controlled by the City of Ithaca and it is unlikely that this type of sign will be allowed by the City. Thank you.
Comment: I am dressed for warm weather and it is too cold in here
Response: The library’s temperature is set to be within a range of 68-72. While there may be times when the system needs to be reset or recalibrated, this range is within the comfort level of most people.
Comment: Building was too warm and it was difficult to do my work
Response: See above.
Comment: Hand dryer in men’s room not working for two weeks
Response: This has been checked on by Facilities and the hand dryer is working.
Comment: How about a library card that can be used throughout the Finger Lakes Library System
Response: This is a good idea, but requires 31 libraries to develop uniform borrowing procedures, loan limits, etc. Many libraries prefer to retain their autonomy.
Comment: How about a female voice on the closing announcement?
Response: It would be pleasant to have a variety of voices. We will investigate. Thanks
Comment: The reference librarian is superb!
Response: Thank you, I will let her know.
Comment: No cell phones!
Response: Cell phones are annoying and we are trying, through signage and security, to enforce the cell phone rules.
Comment: The rule of being able to take out 2 audio books on CD and 2 on tape is unfair to those who only have one type of technology and not both
Response: The changes in our circulation policies will be reviewed in December. We will take your comment into consideration.
Comment: We liked the old system where we could take out lots more DVDS. Now we are required to come to the library more frequently, thus consuming more gas
Response: The changes in our circulation policies will be reviewed in December. We will take your comment into consideration.
Comment: Thank you for your new policy on limiting the number of DVDs which can be borrowed. Please keep this policy!
Response: The changes in our circulation policies will be reviewed in December. We will take your comment into consideration.
Comment: The noise from the kids in the lobby jars on my nerves
Response: We know that the acoustics are bad in the lobby and are requesting some sort of remediation from the county
Comment: It would be nice to have a help to carry my library selections up to the desk (for disabled or senior citizens)
Response: We have a page on-call who would be happy to do that for you. Just request that assistance from a reference librarian.
Comment: Loved the workshop on self-publishing; thanks to the library for offering such an opportunity
Response: We are glad that you enjoyed the program; however, it was privately offered, and was not a library sponsored program.
Comment: Loves coming in here as a family “we’ll be coming here for a long time”
Response: Thank you!
Response: We will correct, thanks!
Comment: Send everyone an e-mail when the library’s hours change for holidays
Response: Will follow up and see if this can be easily done
Comment: Hang signs on parking meters when the library is closed for a holiday
Response: Street parking and parking meters are controlled by the City of Ithaca and it is unlikely that this type of sign will be allowed by the City. Thank you.
Comment: I am dressed for warm weather and it is too cold in here
Response: The library’s temperature is set to be within a range of 68-72. While there may be times when the system needs to be reset or recalibrated, this range is within the comfort level of most people.
Comment: Building was too warm and it was difficult to do my work
Response: See above.
Comment: Hand dryer in men’s room not working for two weeks
Response: This has been checked on by Facilities and the hand dryer is working.
Comment: How about a library card that can be used throughout the Finger Lakes Library System
Response: This is a good idea, but requires 31 libraries to develop uniform borrowing procedures, loan limits, etc. Many libraries prefer to retain their autonomy.
Comment: How about a female voice on the closing announcement?
Response: It would be pleasant to have a variety of voices. We will investigate. Thanks
Comment: The reference librarian is superb!
Response: Thank you, I will let her know.
Comment: No cell phones!
Response: Cell phones are annoying and we are trying, through signage and security, to enforce the cell phone rules.
Comment: The rule of being able to take out 2 audio books on CD and 2 on tape is unfair to those who only have one type of technology and not both
Response: The changes in our circulation policies will be reviewed in December. We will take your comment into consideration.
Comment: We liked the old system where we could take out lots more DVDS. Now we are required to come to the library more frequently, thus consuming more gas
Response: The changes in our circulation policies will be reviewed in December. We will take your comment into consideration.
Comment: Thank you for your new policy on limiting the number of DVDs which can be borrowed. Please keep this policy!
Response: The changes in our circulation policies will be reviewed in December. We will take your comment into consideration.
Comment: The noise from the kids in the lobby jars on my nerves
Response: We know that the acoustics are bad in the lobby and are requesting some sort of remediation from the county
Comment: It would be nice to have a help to carry my library selections up to the desk (for disabled or senior citizens)
Response: We have a page on-call who would be happy to do that for you. Just request that assistance from a reference librarian.
Comment: Loved the workshop on self-publishing; thanks to the library for offering such an opportunity
Response: We are glad that you enjoyed the program; however, it was privately offered, and was not a library sponsored program.
Comment: Loves coming in here as a family “we’ll be coming here for a long time”
Response: Thank you!
Monday, June 19, 2006
Patron Comments - June 2006
Comment: When it was hot outside, the library’s air conditioning was not effective.
Response: As far as we know, the Air Conditioning is functioning effectively, within the range of 68-74 degrees.
Comment: Would like to split my Internet time into multiple segments.
Response: With our new software upgrade, this is now possible.
Comment: Please subscribe to the Binghamton Press and Sun Bulletin.
Response: Will refer to our professional librarians.
Comment: Ezra Cornell Reading Room should not be used by people on laptops; also the room is poorly ventilated.
Response: The library does not consider using a keyboard for a laptop excessive noise. We will check on the room ventilation question.
Comment: Why not have a Friends of the Library drop box in the library?
Response: Will refer this to the Friends. They will need to empty it daily and transport all donated items to the Esty Street site for review by the library selectors. This may be impractical.
Comment: Mystery shelves are packed!
Response: We are looking at a major shifting in this area.
Comment: How about stack signs on both ends of the stacks?
Response: Good idea, will add to our list of “Things to do.”
Comment: Most stack signs are inaccurate.
Response: We heard there were gremlins moving them around. We will watch for this. The signs are not going to be perfect, due to continuous shifting, but they should be helpful in getting you to an approximate location.
Comment: How about a set of text books for middle and high school students?
Response: Our Collection Development Policy does not include purchasing of textbooks, due to the large number of textbooks used by all county school districts, and which probably change from year to year.
Comment: Clean chairs; most are stained and smelly.
Response: We are replacing chairs at the public computers; will check on the others.
Comment: CDs have more problems than Books on Tape. I’ve not listened to one full book on CD where all the CDs work.
Response: Please let us know when CDs are scratched or unplayable. We do have machines which will clean and repair them.
Comment: Let people choose if they want a receipt or not—could save paper.
Response: Receipts are printed automatically, just like in a grocery store. You can, however, recycle these if you don’t want it.
Comment: Post a sign DEMANDING that if people cough or sneeze, they must use a handkerchief.
Response: If people do not have the common sense to cover their mouths and noses when coughing or sneezing, I doubt that a sign posted in the library will have much effect.
Comment: Better signs at the Internet regarding how to line up.
Response: Will review, thank you.
Comment: Compliment on e-bay workshop.
Response: Thank you!
Comment: Complaint about not being able to get information by phone.
Response: Not sure about the details of this complaint, please provide more information.
Comment: Complaint that the Memorial Day weekend hours closing was not on the automatic recordings.
Response: This was our error, we are sorry for the inconvenience.
Response: As far as we know, the Air Conditioning is functioning effectively, within the range of 68-74 degrees.
Comment: Would like to split my Internet time into multiple segments.
Response: With our new software upgrade, this is now possible.
Comment: Please subscribe to the Binghamton Press and Sun Bulletin.
Response: Will refer to our professional librarians.
Comment: Ezra Cornell Reading Room should not be used by people on laptops; also the room is poorly ventilated.
Response: The library does not consider using a keyboard for a laptop excessive noise. We will check on the room ventilation question.
Comment: Why not have a Friends of the Library drop box in the library?
Response: Will refer this to the Friends. They will need to empty it daily and transport all donated items to the Esty Street site for review by the library selectors. This may be impractical.
Comment: Mystery shelves are packed!
Response: We are looking at a major shifting in this area.
Comment: How about stack signs on both ends of the stacks?
Response: Good idea, will add to our list of “Things to do.”
Comment: Most stack signs are inaccurate.
Response: We heard there were gremlins moving them around. We will watch for this. The signs are not going to be perfect, due to continuous shifting, but they should be helpful in getting you to an approximate location.
Comment: How about a set of text books for middle and high school students?
Response: Our Collection Development Policy does not include purchasing of textbooks, due to the large number of textbooks used by all county school districts, and which probably change from year to year.
Comment: Clean chairs; most are stained and smelly.
Response: We are replacing chairs at the public computers; will check on the others.
Comment: CDs have more problems than Books on Tape. I’ve not listened to one full book on CD where all the CDs work.
Response: Please let us know when CDs are scratched or unplayable. We do have machines which will clean and repair them.
Comment: Let people choose if they want a receipt or not—could save paper.
Response: Receipts are printed automatically, just like in a grocery store. You can, however, recycle these if you don’t want it.
Comment: Post a sign DEMANDING that if people cough or sneeze, they must use a handkerchief.
Response: If people do not have the common sense to cover their mouths and noses when coughing or sneezing, I doubt that a sign posted in the library will have much effect.
Comment: Better signs at the Internet regarding how to line up.
Response: Will review, thank you.
Comment: Compliment on e-bay workshop.
Response: Thank you!
Comment: Complaint about not being able to get information by phone.
Response: Not sure about the details of this complaint, please provide more information.
Comment: Complaint that the Memorial Day weekend hours closing was not on the automatic recordings.
Response: This was our error, we are sorry for the inconvenience.
Friday, May 26, 2006
Patron Comments - April/May 2006
Comment: More bike racks
Response: We agree and are working with TCAT to obtain more
Comment: I am disappointed that the referendum did not pass, but I think you are doing a great job with the budget you have—it’s the best library I’ve ever had access to.
Response: Thank you!
Comment: One of the library’s CDs got stuck in my car stereo due to a library sticker on it. I had to pay $78 to remove the disc. Can you find another way to mark the audio materials
Response: We are sorry that this happened. We’ll check with our processing department.
Comment: Five DVDs on one card is too many!
Response: We agree and we did reduce this quantity to 2 per card on May 15.
Comment: Five books on tape is too many for one customer! Please reduce this amount
Response: We did reduce this quantity to two per library card holder on May 15.
Comment: Let the workers keep some of the donated cash, like a tip
Response: Thanks for the suggestion
Comment: Please correct aisle labels; some of them have been off for several months
Response: This is probably a low priority for our pages who are attempting to reduce the backlog of unshelved library materials.
Comment: I was yelled for being too loud, but I was just talking to the person next to me.
Response: I am sorry that you felt yelled at. Sometimes people are not aware of how loud they actually are and need to be reminded to be a little quieter.
Comment: I had to pay for an overdue DVD because I didn’t have time to watch it. DVDs should go out for two weeks.
Response: The loan period on DVDs is seven days, plus a two day grace period. Compare this free rental to what you would have to pay at a video store. We think we are quite a bargain!
Comment: Why did the city remove its trash can from the bus shelter?
Response: I don’t know the answer to that.
Comment: Thank you for all that you are doing!
Response: You are welcome!
Comment: You need a simpler system for guest Internet users
Comment: You just saved my life—book report due tomorrow!
Response: We are glad that we could help.
Comment: You are a lifesaver—I’ve been struggling to find this information
Response: Thank you!
Comment: Librarians are the ultimate search engine!
Response: Thank you!
Comment: I would like an American Girl club to start at the library
Response: This sounds like fun, but we are not expanding our public programs at this time.
Comment: I like the e-mails for holds
Response: Thank you!
Comment: Self check didn’t print out receipt
Response: Once a problem like this is reported to our staff, we do troubleshoot and/or call for maintenance.
Comment: Price of copying is too high
Response: Our copy prices are competitive with other places.
Comment: Can you have foreign language programs on the computers for kids?
Response: Will investigate
Comment: The children’s computers should not be so centrally located
Response: Children need guidance and supervision when using computers and thus we located them centrally so we can more easily help and monitor their activity.
Response: We agree and are working with TCAT to obtain more
Comment: I am disappointed that the referendum did not pass, but I think you are doing a great job with the budget you have—it’s the best library I’ve ever had access to.
Response: Thank you!
Comment: One of the library’s CDs got stuck in my car stereo due to a library sticker on it. I had to pay $78 to remove the disc. Can you find another way to mark the audio materials
Response: We are sorry that this happened. We’ll check with our processing department.
Comment: Five DVDs on one card is too many!
Response: We agree and we did reduce this quantity to 2 per card on May 15.
Comment: Five books on tape is too many for one customer! Please reduce this amount
Response: We did reduce this quantity to two per library card holder on May 15.
Comment: Let the workers keep some of the donated cash, like a tip
Response: Thanks for the suggestion
Comment: Please correct aisle labels; some of them have been off for several months
Response: This is probably a low priority for our pages who are attempting to reduce the backlog of unshelved library materials.
Comment: I was yelled for being too loud, but I was just talking to the person next to me.
Response: I am sorry that you felt yelled at. Sometimes people are not aware of how loud they actually are and need to be reminded to be a little quieter.
Comment: I had to pay for an overdue DVD because I didn’t have time to watch it. DVDs should go out for two weeks.
Response: The loan period on DVDs is seven days, plus a two day grace period. Compare this free rental to what you would have to pay at a video store. We think we are quite a bargain!
Comment: Why did the city remove its trash can from the bus shelter?
Response: I don’t know the answer to that.
Comment: Thank you for all that you are doing!
Response: You are welcome!
Comment: You need a simpler system for guest Internet users
Comment: You just saved my life—book report due tomorrow!
Response: We are glad that we could help.
Comment: You are a lifesaver—I’ve been struggling to find this information
Response: Thank you!
Comment: Librarians are the ultimate search engine!
Response: Thank you!
Comment: I would like an American Girl club to start at the library
Response: This sounds like fun, but we are not expanding our public programs at this time.
Comment: I like the e-mails for holds
Response: Thank you!
Comment: Self check didn’t print out receipt
Response: Once a problem like this is reported to our staff, we do troubleshoot and/or call for maintenance.
Comment: Price of copying is too high
Response: Our copy prices are competitive with other places.
Comment: Can you have foreign language programs on the computers for kids?
Response: Will investigate
Comment: The children’s computers should not be so centrally located
Response: Children need guidance and supervision when using computers and thus we located them centrally so we can more easily help and monitor their activity.
Monday, April 3, 2006
Patron Comments - February/March 2006
Comment: Install an exhaust fan in men’s public restroom
Response: The exhaust fan was not working; it has been repaired.
Comment: Women’s public restroom is dirty and stinks!
Response: This has been addressed by County Facilities
Comment: Restrict use of cell phones, it is annoying and rude
Response: Cell phones are allowed only if the conversations are brief and quiet. We will ask our Security Guard to be more diligent about enforcing these rules
Comment: More knitting books, please!
Response: Thank you, will forward your request to our selectors
Comment: Why not charge an annual fee for those wishing to use the library instead of a tax on all county residents
Response: Under New York State Education Law, the library may not charge anyone within the Finger Lakes Library System area (Tompkins, Seneca, Cayuga, Cortland and Tioga counties) for library cards.
Comment: Lower the DVD limit from 5
Response: This will happen shortly
Comment: If an e-mail bounces, use another method to inform patron of over-due items, so that max fines won’t accrue
Response: If an e-mail bounces, we change your account so that future notices arrive by US Mail. The due date of an item is provided to you on the receipt which you receive at check out and on-line. It is your responsibility to keep your e-mail address current and to return your items on time.
Comment: Huge downspout of water on building façade facing Cayuga Street
Response: County Facilities is aware of this problem.
Comment: Open on Sundays and “shave” off hours elsewhere in the week; or close another day of the week
Response: Under review
Comment: Due dates on receipts should be bigger and bolder
Response: Will investigate
Comment: No reason why my family and I should have to walk through a cloud of cigarette smoke to get into the library
Response: The library has created a smoke-free zone outside of the library. No smoking signs are posted and our security guard enforces this. If you see someone violating this area, please notify security.
Comment: I’d like to be able to change my e-mail address online and be able to see when an item being held was actually put on the hold shelf and when the hold will expire
Response: This suggestion will be forwarded to our Polaris liaison at the Finger Lakes Library System
Comment: Please review the dates for postings on the bulletin board. Someone cleared my posting.
Response: Dated announcements are removed after the date of the event. Undated items are removed once a month, on the first of the month. However, since the bulletin board is not monitored, it is possible that listings can be removed without the knowledge of the library.
Comment: It is silly that the library director makes $80,000 a year but the library shuts down on Sundays
Response: Thank you for that opinion. The salary of the library director is competitive with other libraries of similar size, and is comparable to other county employees with similar jobs.
Comment: Please let people know that holds cost them 50 cents
Response: This information is prominently displayed on the first page of the library catalog page.
Comment: Men’s hand dryer does not work well at all, and it is too close to the wall.
Response: Will refer to County Facilities
Comment: Lighting needed at the tables in the magazine area
Response: The light levels in this area have been measured and meet the standard for lighting.
Comment: We borrowed a 6-DVD set which has 24 episodes of 45 minutes each—but the loan period is only a week. Can they be divided into subsets?
Response: This is a good suggestion, but is labor intensive for the library. We will review.
Comment: No or very limited weekend and evening hours for working people is a huge negative! How about a library for all residents.
Response: Thank you for your comments.
Comment: All services should be available right up to closing time.
Response: The library closes down gradually and systematically. This allows us to clear the building and promptly lock the door at closing time.
Comment: When another library will not loan an item, the message should indicate why
Response: This suggestion will be forwarded to our Polaris liaison at the Finger Lakes Library System
Response: Expand your collection of gay fiction and non-fiction
Response: The library contains many items relating to gay issues. Often these are not immediately apparent by browsing only since they are integrated into our entire collection. We can help you find what you want if you ask. If you have specific titles that you think we should own, we welcome your suggestions
Comment: I love this library
Response: Thank you!
Comment: Beautiful library—I always find the things I need
Response: Thank you!
Comment: Compliment on our clean keyboards!
Response: Thank you!
Comment: Patron does not like the policy of only one e-mail session per day
Response: This may change shortly
Comment: Need a more efficient system for guest cards for the Internet
Response: Will review our procedures
Comment: Easier on the eyes when the lights are out over the circulation desk
Response: Will review with staff
Comment: Likes pre-overdue notices
Response: Thank you!
Comment: Likes on-line renewals
Response: Thank you!
Comment: Wonderful attitude and helpfulness, thank you!
Response: Thank you!
Comment: Kids sign up for the computers is too convoluted
Response: Once a child has a library card, and once the parent has signed a parental permission form allowing the child access to the Internet, logging on and using the computer is simple and quick.
Comment: Likes Rough Guide to Music of different countries CD collection
Response: Thank you!
Comment: Does not like opening DVDs with 2 – 3 -4 layers
Response: DVD packaging is an issue that we will be reviewing
Comment: Happy with selling old magazines, used for collages
Response: Thank you!
Comment: Love the hold system, it stops me from buying books—only 50 cents!
Response: Thank you!
Comment: Self check machine is not checking out videos today
Response: 3M Service technician was called
Comment: Get a library card which can be used as a debit card for printing
Response: We are investigating this possibility for 2006-2007
Comment: Beautiful library, we are thinking of moving here; hope the referendum passes
Response: Thank you!
Comment: I am distressed that the referendum failed
Response: Thank you for your support.
Comment: Sad that the library can’t be open on Sundays
Response: Thank you.
Comment: Library and staff are wonderful, we just pay too much in taxes
Response: Thank you.
Comment: Concerned that the library is weeding too heavily
Response: The items that were in question were, in fact, on the shelf.
Comment: Need signs on catalog pc telling where the print station is and the cost of printing
Response: Will review this.
Comment: Loves the PC Reservation system
Response: Thank you!
Comment: Microfilm reader not printing correctly
Response: AV Aide repair requested
Comment: Thanks for having tax forms
Response: Thank you!
Comment: Need a video on playing bridge
Response: Will submit to the professional selectors
Comment: What a place! Videos for free!
Response: Thank you!
Comment: Graphic novels are great! Helps with my art work
Response: Thank you!
Comment: Problems with Polaris
Response: Always ask a librarian for help
Response: The exhaust fan was not working; it has been repaired.
Comment: Women’s public restroom is dirty and stinks!
Response: This has been addressed by County Facilities
Comment: Restrict use of cell phones, it is annoying and rude
Response: Cell phones are allowed only if the conversations are brief and quiet. We will ask our Security Guard to be more diligent about enforcing these rules
Comment: More knitting books, please!
Response: Thank you, will forward your request to our selectors
Comment: Why not charge an annual fee for those wishing to use the library instead of a tax on all county residents
Response: Under New York State Education Law, the library may not charge anyone within the Finger Lakes Library System area (Tompkins, Seneca, Cayuga, Cortland and Tioga counties) for library cards.
Comment: Lower the DVD limit from 5
Response: This will happen shortly
Comment: If an e-mail bounces, use another method to inform patron of over-due items, so that max fines won’t accrue
Response: If an e-mail bounces, we change your account so that future notices arrive by US Mail. The due date of an item is provided to you on the receipt which you receive at check out and on-line. It is your responsibility to keep your e-mail address current and to return your items on time.
Comment: Huge downspout of water on building façade facing Cayuga Street
Response: County Facilities is aware of this problem.
Comment: Open on Sundays and “shave” off hours elsewhere in the week; or close another day of the week
Response: Under review
Comment: Due dates on receipts should be bigger and bolder
Response: Will investigate
Comment: No reason why my family and I should have to walk through a cloud of cigarette smoke to get into the library
Response: The library has created a smoke-free zone outside of the library. No smoking signs are posted and our security guard enforces this. If you see someone violating this area, please notify security.
Comment: I’d like to be able to change my e-mail address online and be able to see when an item being held was actually put on the hold shelf and when the hold will expire
Response: This suggestion will be forwarded to our Polaris liaison at the Finger Lakes Library System
Comment: Please review the dates for postings on the bulletin board. Someone cleared my posting.
Response: Dated announcements are removed after the date of the event. Undated items are removed once a month, on the first of the month. However, since the bulletin board is not monitored, it is possible that listings can be removed without the knowledge of the library.
Comment: It is silly that the library director makes $80,000 a year but the library shuts down on Sundays
Response: Thank you for that opinion. The salary of the library director is competitive with other libraries of similar size, and is comparable to other county employees with similar jobs.
Comment: Please let people know that holds cost them 50 cents
Response: This information is prominently displayed on the first page of the library catalog page.
Comment: Men’s hand dryer does not work well at all, and it is too close to the wall.
Response: Will refer to County Facilities
Comment: Lighting needed at the tables in the magazine area
Response: The light levels in this area have been measured and meet the standard for lighting.
Comment: We borrowed a 6-DVD set which has 24 episodes of 45 minutes each—but the loan period is only a week. Can they be divided into subsets?
Response: This is a good suggestion, but is labor intensive for the library. We will review.
Comment: No or very limited weekend and evening hours for working people is a huge negative! How about a library for all residents.
Response: Thank you for your comments.
Comment: All services should be available right up to closing time.
Response: The library closes down gradually and systematically. This allows us to clear the building and promptly lock the door at closing time.
Comment: When another library will not loan an item, the message should indicate why
Response: This suggestion will be forwarded to our Polaris liaison at the Finger Lakes Library System
Response: Expand your collection of gay fiction and non-fiction
Response: The library contains many items relating to gay issues. Often these are not immediately apparent by browsing only since they are integrated into our entire collection. We can help you find what you want if you ask. If you have specific titles that you think we should own, we welcome your suggestions
Comment: I love this library
Response: Thank you!
Comment: Beautiful library—I always find the things I need
Response: Thank you!
Comment: Compliment on our clean keyboards!
Response: Thank you!
Comment: Patron does not like the policy of only one e-mail session per day
Response: This may change shortly
Comment: Need a more efficient system for guest cards for the Internet
Response: Will review our procedures
Comment: Easier on the eyes when the lights are out over the circulation desk
Response: Will review with staff
Comment: Likes pre-overdue notices
Response: Thank you!
Comment: Likes on-line renewals
Response: Thank you!
Comment: Wonderful attitude and helpfulness, thank you!
Response: Thank you!
Comment: Kids sign up for the computers is too convoluted
Response: Once a child has a library card, and once the parent has signed a parental permission form allowing the child access to the Internet, logging on and using the computer is simple and quick.
Comment: Likes Rough Guide to Music of different countries CD collection
Response: Thank you!
Comment: Does not like opening DVDs with 2 – 3 -4 layers
Response: DVD packaging is an issue that we will be reviewing
Comment: Happy with selling old magazines, used for collages
Response: Thank you!
Comment: Love the hold system, it stops me from buying books—only 50 cents!
Response: Thank you!
Comment: Self check machine is not checking out videos today
Response: 3M Service technician was called
Comment: Get a library card which can be used as a debit card for printing
Response: We are investigating this possibility for 2006-2007
Comment: Beautiful library, we are thinking of moving here; hope the referendum passes
Response: Thank you!
Comment: I am distressed that the referendum failed
Response: Thank you for your support.
Comment: Sad that the library can’t be open on Sundays
Response: Thank you.
Comment: Library and staff are wonderful, we just pay too much in taxes
Response: Thank you.
Comment: Concerned that the library is weeding too heavily
Response: The items that were in question were, in fact, on the shelf.
Comment: Need signs on catalog pc telling where the print station is and the cost of printing
Response: Will review this.
Comment: Loves the PC Reservation system
Response: Thank you!
Comment: Microfilm reader not printing correctly
Response: AV Aide repair requested
Comment: Thanks for having tax forms
Response: Thank you!
Comment: Need a video on playing bridge
Response: Will submit to the professional selectors
Comment: What a place! Videos for free!
Response: Thank you!
Comment: Graphic novels are great! Helps with my art work
Response: Thank you!
Comment: Problems with Polaris
Response: Always ask a librarian for help
Tuesday, January 31, 2006
Patron Comments - January 2006
Comment: Would like Henry James and Edith Wharton in a audio format—no more blood or gore pulp fiction.
Response: Will pass your comment onto our professional librarian who selects AV materials.
Comment: Why do Internet stations close 15 minutes before the library closes?
Response: The Internet stations close at 10 minutes before closing in order to facilitate clearing the building. The timers on the machines were off by five minutes and have been corrected.
Comment: Unfriendly clerk at the circulation desk.
Response: Will request that the supervisor reinforce customer service skills.
Comment: I requested a hardcover book and got a paperback instead.
Response: Since holds are filled with the next available copy from any library within the Finger Lakes Library System, it is possible that another library does not accurately distinguish between a hardcover and paperback edition.
Comment: New VHS titles
Response: We are no longer purchasing items in VHS format, since most new releases are available only in DVD format.
Comment: Library too noisy today, especially in the entry—add carpeting or acoustic tile?
Response: We will remind our security services officers to enforce our rules about quiet. Fixing the acoustics in the entry is not a high priority for Tompkins County (which owns the building) at this time.
Comment: Hit my head on the doorway of the little room in Youth Services—how about a warning sign.
Response: I am sorry that you bumped your head, but the doorway is really designed for little people under 3 feet.
Comment: I am trying to watch a multi-series video and was notified that number 4 was ready for pick-up; yet when I arrived, I learned that it had actually been renewed by the prior patron and was not ready after all.
Response: Items which are on hold for another patron cannot be renewed. Placing holds on a multi-disc set can be tricky. Make sure that you are using the “copy-specific” holds feature (or ask our librarians for help).
Comment: Why don’t you have a black librarian?
Response: We do have a diverse workforce and we encourage all minority candidates to apply for positions at the library (go to http://www.tompkins-co.org/personnel/)
Comment: Instead of a library tax, why not a charge for hardcover books? Or charge for computer use?
Response: User fees are not in keeping with the library’s mission of serving all without regard to economic income.
Comment: I missed the Amnesty Day by 3 days—it’s not fair!
Response: We are sorry that you missed it.
Comment: Your posted hours say you are open until 8:15, but you close the stacks at 8:05.
Response: This enables us to clear the library and literally close the front doors at 8:15.
Comment: Add a café like Barnes and Noble
Response: While this would be fun to do, it would not generate sufficient income to offset the expense.
Comment: Every patron should pay for the library, not just ICSD homeowners.
Response: ICSD pays the least for county wide library services, compared to all other Tompkins County communities.
Comment: Give parking rebates.
Response: There is one hour of free parking in the parking garage behind the library.
Comment: Let patrons buy more books and donate them to the library.
Response: We are always grateful for donations.
Comment: Rent lockers.
Response: Lockers have been problematic, due to stolen keys. Renting lockers may not be a cost effective solution to this problem.
Comment: Fix the system so that executed or cancelled holds are removed from the patron’s record
Response: We are working on thisToo many gay and lesbian new books We have received comments in the past year that we do not have enough gay and lesbian literature!
Comment: How about a drop outside for plastic bags.
Response: Not sure why we would do that.
Comment: You should not have closed for a snow day.
Response: The decision to close was made at 6:30 in the morning based on the information available. All schools in our area were closed that day.
Comment: Printing costs should be chargeable to your library account.
Response: We are investigating that type of system.
Comment: Put a bucket of sand outside for cigarette butts.
Response: We do have cigarette butt receptacle and will move it closer to the building.
Comment: Great anniversary party, great library!
Response: Thank you!
Comment: You have earned your pay today after finding an elusive phone number.
Response: Thanks! You are welcome!
Comment: Thanks for being open Martin Luther King Day
Response: You are welcome!
Comment: An ESL instructor really likes the Rosetta Stone.
Response: Thanks! We now offer 29 languages on-line using Rosetta Stone software.
Comment: There is a lack of information about how to search for audio books in PowerPac.
Response: We’ll try to make this clearer.
Comment: I liked the old computer system better, this is frustrating.
Response: We are working on improving it every day.
Comment: Enclose the children’s department with a gate to keep toddlers in.
Response: We expect that parents will keep watch over their children while they are in the library.
Comment: Need temporary or guest cards for Internet usage.
Response: Will consider.
Comment: Thanks for renewing my items.
Response: You are welcome!
Comment: Good music CD collection, very diverse, better world music than before.
Response: Thank you!
Comment: You guys are great!
Response: We are happy to serve you!
Comment: Great library, find more here than the one on Philly.
Response: Wow! Thanks!
Comment: Thanks for the book display in Youth Services, easy to find interesting books.
Response: Thank you!
Comment: Doesn’t like the book donation policy; donations should be kept by the library, not go to the booksale.
Response: All donations go to the booksale because the library does not have the space to sort or store donations. However, the library is offered first choice of all donated materials at the site and it quite likely that if your book is of high quality and in high demand, we will add it to the library’s collection.
Comment: Parents with children should be allowed to use the Internet in Youth Services so the children don’t annoy others in the Adult Services areas.
Response: We will consider.
Comment: I liked getting hold notices at 6 a.m.! (via e-mail)
Response: Thank you! The computer makes it easy!
Comment: Love pre-overdue notices.
Response: Thanks!
Comment: Excellent video selection.
Response: Thank you!
Comment: Great Jazz CD collection.
Response: Thank you!
Comment: No videos on the shelf.
Response: We are aware of this and may be changing the borrowing limits.
Comment: Patron upset with lack of choices in AV.
Response: Our acquisitions budget is half of what is used to be—thus fewer choices for everyone.
Comment: Allowing five feature movies per person is too much.
Response: We are aware of this and may be changing the borrowing limits.
Comment: Internet printing is a very nice service.
Response: Thank you.
Comment: Like the way we have the Internet set up.
Response: Thank you.
Comment: We love using the study room; it’s a great space.
Response: Thank you.
Comment: Sprinkler system valve is loose.
Response: Will check on this, thank you.
Response: Will pass your comment onto our professional librarian who selects AV materials.
Comment: Why do Internet stations close 15 minutes before the library closes?
Response: The Internet stations close at 10 minutes before closing in order to facilitate clearing the building. The timers on the machines were off by five minutes and have been corrected.
Comment: Unfriendly clerk at the circulation desk.
Response: Will request that the supervisor reinforce customer service skills.
Comment: I requested a hardcover book and got a paperback instead.
Response: Since holds are filled with the next available copy from any library within the Finger Lakes Library System, it is possible that another library does not accurately distinguish between a hardcover and paperback edition.
Comment: New VHS titles
Response: We are no longer purchasing items in VHS format, since most new releases are available only in DVD format.
Comment: Library too noisy today, especially in the entry—add carpeting or acoustic tile?
Response: We will remind our security services officers to enforce our rules about quiet. Fixing the acoustics in the entry is not a high priority for Tompkins County (which owns the building) at this time.
Comment: Hit my head on the doorway of the little room in Youth Services—how about a warning sign.
Response: I am sorry that you bumped your head, but the doorway is really designed for little people under 3 feet.
Comment: I am trying to watch a multi-series video and was notified that number 4 was ready for pick-up; yet when I arrived, I learned that it had actually been renewed by the prior patron and was not ready after all.
Response: Items which are on hold for another patron cannot be renewed. Placing holds on a multi-disc set can be tricky. Make sure that you are using the “copy-specific” holds feature (or ask our librarians for help).
Comment: Why don’t you have a black librarian?
Response: We do have a diverse workforce and we encourage all minority candidates to apply for positions at the library (go to http://www.tompkins-co.org/personnel/)
Comment: Instead of a library tax, why not a charge for hardcover books? Or charge for computer use?
Response: User fees are not in keeping with the library’s mission of serving all without regard to economic income.
Comment: I missed the Amnesty Day by 3 days—it’s not fair!
Response: We are sorry that you missed it.
Comment: Your posted hours say you are open until 8:15, but you close the stacks at 8:05.
Response: This enables us to clear the library and literally close the front doors at 8:15.
Comment: Add a café like Barnes and Noble
Response: While this would be fun to do, it would not generate sufficient income to offset the expense.
Comment: Every patron should pay for the library, not just ICSD homeowners.
Response: ICSD pays the least for county wide library services, compared to all other Tompkins County communities.
Comment: Give parking rebates.
Response: There is one hour of free parking in the parking garage behind the library.
Comment: Let patrons buy more books and donate them to the library.
Response: We are always grateful for donations.
Comment: Rent lockers.
Response: Lockers have been problematic, due to stolen keys. Renting lockers may not be a cost effective solution to this problem.
Comment: Fix the system so that executed or cancelled holds are removed from the patron’s record
Response: We are working on thisToo many gay and lesbian new books We have received comments in the past year that we do not have enough gay and lesbian literature!
Comment: How about a drop outside for plastic bags.
Response: Not sure why we would do that.
Comment: You should not have closed for a snow day.
Response: The decision to close was made at 6:30 in the morning based on the information available. All schools in our area were closed that day.
Comment: Printing costs should be chargeable to your library account.
Response: We are investigating that type of system.
Comment: Put a bucket of sand outside for cigarette butts.
Response: We do have cigarette butt receptacle and will move it closer to the building.
Comment: Great anniversary party, great library!
Response: Thank you!
Comment: You have earned your pay today after finding an elusive phone number.
Response: Thanks! You are welcome!
Comment: Thanks for being open Martin Luther King Day
Response: You are welcome!
Comment: An ESL instructor really likes the Rosetta Stone.
Response: Thanks! We now offer 29 languages on-line using Rosetta Stone software.
Comment: There is a lack of information about how to search for audio books in PowerPac.
Response: We’ll try to make this clearer.
Comment: I liked the old computer system better, this is frustrating.
Response: We are working on improving it every day.
Comment: Enclose the children’s department with a gate to keep toddlers in.
Response: We expect that parents will keep watch over their children while they are in the library.
Comment: Need temporary or guest cards for Internet usage.
Response: Will consider.
Comment: Thanks for renewing my items.
Response: You are welcome!
Comment: Good music CD collection, very diverse, better world music than before.
Response: Thank you!
Comment: You guys are great!
Response: We are happy to serve you!
Comment: Great library, find more here than the one on Philly.
Response: Wow! Thanks!
Comment: Thanks for the book display in Youth Services, easy to find interesting books.
Response: Thank you!
Comment: Doesn’t like the book donation policy; donations should be kept by the library, not go to the booksale.
Response: All donations go to the booksale because the library does not have the space to sort or store donations. However, the library is offered first choice of all donated materials at the site and it quite likely that if your book is of high quality and in high demand, we will add it to the library’s collection.
Comment: Parents with children should be allowed to use the Internet in Youth Services so the children don’t annoy others in the Adult Services areas.
Response: We will consider.
Comment: I liked getting hold notices at 6 a.m.! (via e-mail)
Response: Thank you! The computer makes it easy!
Comment: Love pre-overdue notices.
Response: Thanks!
Comment: Excellent video selection.
Response: Thank you!
Comment: Great Jazz CD collection.
Response: Thank you!
Comment: No videos on the shelf.
Response: We are aware of this and may be changing the borrowing limits.
Comment: Patron upset with lack of choices in AV.
Response: Our acquisitions budget is half of what is used to be—thus fewer choices for everyone.
Comment: Allowing five feature movies per person is too much.
Response: We are aware of this and may be changing the borrowing limits.
Comment: Internet printing is a very nice service.
Response: Thank you.
Comment: Like the way we have the Internet set up.
Response: Thank you.
Comment: We love using the study room; it’s a great space.
Response: Thank you.
Comment: Sprinkler system valve is loose.
Response: Will check on this, thank you.
Wednesday, September 28, 2005
Patron Comments - August/September 2005
Comment: Increase the loan period to three weeks for all items, so that people will need to make fewer trips and thus reduce their gasoline consumption
Response: Due to the fact that we have so few new items, it is unlikely that we will be increasing the loan periods—this would result in fewer people being able to obtain an item.
Comment: Move the suggestion box so that people who are writing comments are not blocking the return slots
Response: This can sometimes be a problem. We hope that patrons are polite and understanding when this occasionally happens.
Comment: Remove the sign “Donation Box” so that people can see that it is a donation box
Response: Will consider, thanks.
Comment: Get another pamphlet rack
Response: We just added another one last month.
Comment: Extend the borrowing period for books to two months; I can’t read a book in only three weeks
Response: Due to the fact that we have so few new items, it is unlikely that we will be increasing the loan periods—this would result in fewer people being able to obtain an item.
Comment: Change your computer system back to the way it was—new system is terrible!
Response: The new computer system Polaris is here to stay—but we are continually working on fixing glitches and customizing it to meet your needs.
Comment: I do not like the reservation system (for public Internet access?)
Response: We believe that this software ensures that all users are treated fairly and equitably
Comment: If the two hour free parking is eliminated, my use of the library will decrease. The library should get involved with this issue—maybe the library could stamp parking tickets for free parking?
Response: We agree that the City of Ithaca parking regulations may affect our library users. We will be writing to them regarding your concerns.
Comment: Can Polaris generate a complete list of all your audio books?
Response: It would be very cumbersome to use Polaris to look at such a list. We will investigate producing a printed list.
Comment: Would like a stand-up 15 minutes Express station for Internet access
Response: Very possible that this service will be added shortly
Comment: Re-instate self-check for audio books and AV materials
Response: You can check out all items at the self check workstations.
Comment: Cell phones should not be used in the library ever!
Response: Cell phones are a problem when people talk too loud and too long—just like regular conversations. We do ask cell phone users to step outside if their conversation is lengthy
Comment: Please post the # of allowable music CDs that you may borrow; I asked a volunteer or staff and they didn’t know
Response: Will review our signage. The limit is 25 items per user, and all 25 could be music CDs.
Comment: Very excellent e-mail based renewals or early alert for items due, Thanks
Response: Thank you!
Comment: Side entrance from the parking lot
Response: The library will continue to have only one entrance and exit, due to the high cost of maintaining and staffing two exits.
Comment: You need a garbage can outside the library; people shouldn’t have to bring their garbage into the library to throw it out
Response: When we had garbage cans outside the library, people would use them for household trash. First we removed them altogether (not a good idea), and have compromised by placing them inside the front door.
Comment: A pen or pencil for the suggestion box
Response: We will try to keep this stocked daily
Comment: Who, exactly, can use the restrooms in youth services?
Response: Children or parents/guardians with children
Comment: Are you monitoring our use of the Internet, with the new reservation system?
Response: The PC Reservation Software monitors your time, not what you are doing on the computer.
Comment: Please empty the Green Street book drop more frequently. I have been charged for materials that I returned on time but which were not checked in promptly
Response: If there is any delay in emptying the book drops, we record that information as we are checking in; you should not be charged under these conditions and should ask to speak to a supervisor.
Comment: Why can’t I sleep in the library?
Response: People are welcome to use the library for library purposes. Sleeping is not one of them
Comment: Can’t you find some other system for handling people who are signing up for a library card? It really backs up the circulation line
Response: Will review with our circulation staff
Comment: Thanks to the public library and especially Joyce who helped me search for books from home
Response: You are welcome!
Comment: Try to keep the classical music in order
Response: Will do, thank you.
Comment: Why can’t I sit in the aisles and look at books?
Response: We will review the rules with our security services. As long as you are not blocking the aisle, you should be fine.
Comment: Roof drains onto the west side of the building and should be fixed
Response: This problem has been brought to the attention of County Facilities since the month that we opened the library in November of 2000.
Comment: We return books directly to the circulation clerks to make sure that they are checked in on time. But we are made to wait for no apparent reason
Response: Will review with the circulation staff
Comment: Why do you let recent issues of magazines circulate?
Response: The most recent issue of a magazine does not circulate. Not everyone can stay in the library to read a magazine, so we do circulate magazines. If you are looking for a specific article, you might find that we have the full text available on line. For example, you can read the most recent issues of the New Yorker by going to our website and using the General Reference Center database.
Comment: Need a better system to sign up for the Gates computers
Response: PC Reservation Software, now installed in the Adult Department, will be installed in Youth Services shortly
Comment: New computer system is great!
Response: Thank you!
Comment: Don’t like the keyboards with the trackballs.
Response: Because there is no room for a keyboard AND a mouse, we purchased these. However, we are investigating an alternative that would allow for the return of the mouse,
Comment: Complaint about books returned in April but not taken off her account
Response: This was referred to the circulation Coordinator for follow up and resolved
Comment: Would like to donate books in memory of my granddaughter
Response: What a wonderful idea! The TCPL Foundation will contact you with details about how to do this.
Comment: Complaint from a person booking the Borg Warner Room regarding publicity on our web site
Response: This was a valid comment and we will be revising our Borg Warner booking sheet.
Comment: You’re wonderful!
Response: Thanks!
Comment: Allow people to place holds on items which are checked in
Response: This feature is currently allowable under the new Polaris system
Comment: Likes Internet system—first come, first served (this received prior to PC Reservation)
Response: Thank you
Comment: Is it always this busy?
Response: Our library is one of the busiest places in Tompkins County!
Comment: Would like the library to restore its subscriptions to Barrons and Investors Business Daily
Response: Unfortunately, our acquisitions budget has been drastically reduced and we cannot afford these subscriptions. Please let our reference librarians show you how to access similar information on the Internet
Comment: Now that you have more space, you have removed all of its contents!
Response: We own 240,000 items; about 75% of these are on the shelf and available for loan. What we are lacking is a robust acquisitions budget for the purchasing of new items and items which need replacing.
Comment: FLLS holds takes too long to get here
Response: That is something over which we have little control.
Response: Due to the fact that we have so few new items, it is unlikely that we will be increasing the loan periods—this would result in fewer people being able to obtain an item.
Comment: Move the suggestion box so that people who are writing comments are not blocking the return slots
Response: This can sometimes be a problem. We hope that patrons are polite and understanding when this occasionally happens.
Comment: Remove the sign “Donation Box” so that people can see that it is a donation box
Response: Will consider, thanks.
Comment: Get another pamphlet rack
Response: We just added another one last month.
Comment: Extend the borrowing period for books to two months; I can’t read a book in only three weeks
Response: Due to the fact that we have so few new items, it is unlikely that we will be increasing the loan periods—this would result in fewer people being able to obtain an item.
Comment: Change your computer system back to the way it was—new system is terrible!
Response: The new computer system Polaris is here to stay—but we are continually working on fixing glitches and customizing it to meet your needs.
Comment: I do not like the reservation system (for public Internet access?)
Response: We believe that this software ensures that all users are treated fairly and equitably
Comment: If the two hour free parking is eliminated, my use of the library will decrease. The library should get involved with this issue—maybe the library could stamp parking tickets for free parking?
Response: We agree that the City of Ithaca parking regulations may affect our library users. We will be writing to them regarding your concerns.
Comment: Can Polaris generate a complete list of all your audio books?
Response: It would be very cumbersome to use Polaris to look at such a list. We will investigate producing a printed list.
Comment: Would like a stand-up 15 minutes Express station for Internet access
Response: Very possible that this service will be added shortly
Comment: Re-instate self-check for audio books and AV materials
Response: You can check out all items at the self check workstations.
Comment: Cell phones should not be used in the library ever!
Response: Cell phones are a problem when people talk too loud and too long—just like regular conversations. We do ask cell phone users to step outside if their conversation is lengthy
Comment: Please post the # of allowable music CDs that you may borrow; I asked a volunteer or staff and they didn’t know
Response: Will review our signage. The limit is 25 items per user, and all 25 could be music CDs.
Comment: Very excellent e-mail based renewals or early alert for items due, Thanks
Response: Thank you!
Comment: Side entrance from the parking lot
Response: The library will continue to have only one entrance and exit, due to the high cost of maintaining and staffing two exits.
Comment: You need a garbage can outside the library; people shouldn’t have to bring their garbage into the library to throw it out
Response: When we had garbage cans outside the library, people would use them for household trash. First we removed them altogether (not a good idea), and have compromised by placing them inside the front door.
Comment: A pen or pencil for the suggestion box
Response: We will try to keep this stocked daily
Comment: Who, exactly, can use the restrooms in youth services?
Response: Children or parents/guardians with children
Comment: Are you monitoring our use of the Internet, with the new reservation system?
Response: The PC Reservation Software monitors your time, not what you are doing on the computer.
Comment: Please empty the Green Street book drop more frequently. I have been charged for materials that I returned on time but which were not checked in promptly
Response: If there is any delay in emptying the book drops, we record that information as we are checking in; you should not be charged under these conditions and should ask to speak to a supervisor.
Comment: Why can’t I sleep in the library?
Response: People are welcome to use the library for library purposes. Sleeping is not one of them
Comment: Can’t you find some other system for handling people who are signing up for a library card? It really backs up the circulation line
Response: Will review with our circulation staff
Comment: Thanks to the public library and especially Joyce who helped me search for books from home
Response: You are welcome!
Comment: Try to keep the classical music in order
Response: Will do, thank you.
Comment: Why can’t I sit in the aisles and look at books?
Response: We will review the rules with our security services. As long as you are not blocking the aisle, you should be fine.
Comment: Roof drains onto the west side of the building and should be fixed
Response: This problem has been brought to the attention of County Facilities since the month that we opened the library in November of 2000.
Comment: We return books directly to the circulation clerks to make sure that they are checked in on time. But we are made to wait for no apparent reason
Response: Will review with the circulation staff
Comment: Why do you let recent issues of magazines circulate?
Response: The most recent issue of a magazine does not circulate. Not everyone can stay in the library to read a magazine, so we do circulate magazines. If you are looking for a specific article, you might find that we have the full text available on line. For example, you can read the most recent issues of the New Yorker by going to our website and using the General Reference Center database.
Comment: Need a better system to sign up for the Gates computers
Response: PC Reservation Software, now installed in the Adult Department, will be installed in Youth Services shortly
Comment: New computer system is great!
Response: Thank you!
Comment: Don’t like the keyboards with the trackballs.
Response: Because there is no room for a keyboard AND a mouse, we purchased these. However, we are investigating an alternative that would allow for the return of the mouse,
Comment: Complaint about books returned in April but not taken off her account
Response: This was referred to the circulation Coordinator for follow up and resolved
Comment: Would like to donate books in memory of my granddaughter
Response: What a wonderful idea! The TCPL Foundation will contact you with details about how to do this.
Comment: Complaint from a person booking the Borg Warner Room regarding publicity on our web site
Response: This was a valid comment and we will be revising our Borg Warner booking sheet.
Comment: You’re wonderful!
Response: Thanks!
Comment: Allow people to place holds on items which are checked in
Response: This feature is currently allowable under the new Polaris system
Comment: Likes Internet system—first come, first served (this received prior to PC Reservation)
Response: Thank you
Comment: Is it always this busy?
Response: Our library is one of the busiest places in Tompkins County!
Comment: Would like the library to restore its subscriptions to Barrons and Investors Business Daily
Response: Unfortunately, our acquisitions budget has been drastically reduced and we cannot afford these subscriptions. Please let our reference librarians show you how to access similar information on the Internet
Comment: Now that you have more space, you have removed all of its contents!
Response: We own 240,000 items; about 75% of these are on the shelf and available for loan. What we are lacking is a robust acquisitions budget for the purchasing of new items and items which need replacing.
Comment: FLLS holds takes too long to get here
Response: That is something over which we have little control.
Friday, July 29, 2005
Patron Comments - July 2005
Comment: Dislikes foam soap in public washrooms, wants a real bar of soap.
Response: Liquid soap is easier to maintain and restock, and is cost-effective. The county went to Dial because the JoGo soap that they were using went up in price and suppliers are not carrying it in stock. The Dial lasts longer—you don’t need more than one push on the dispenser to have enough to wash your hands.
Comment: Security guard Tony was very helpful to me.
Response: Thank you.
Comment: I’d like to be able to see my place in the holds queue.
Response: This feature was enabled on August 1.
Comment: I agreed with the editorial in the Ithaca Times which criticized the library’s contingency budget request.
Response: The library’s response was printed the following week. You may read it on our website under library news. http://www.tcpl.org/guested/2005/07/response-to-ithaca-times-july-13th.html.
Comment: Please re-install the pre-overdue notices on your new computer system
Response: This feature is enabled. If you are not receiving pre-overdue notices, make sure your e-mail address is up to date.
Comment: Place the self check workstations in the lobby area so people can use them at closing time when the line is the longest
Response: The self check units are closed 5 – 10 minutes before closing as part of our normal procedures designed to move people out of the library. It is impractical to move them to a different location at this time. You may find that it is faster to check out at the circulation desk.
Comment: Men’s urinals are at the wrong height and weird angle
Response: We’ve known about this problem since the day we moved into the new library, and have asked County Facilities to fix. However, the project is not moving forward due to cost.
Comment: Still concerned about the lack of collar for a sprinkler head in the men’s washroom
Response: Facilities will fix this.
Comment: Librarian was very kind and helped her find a map.
Response: Thank you!
Comment: Beautiful Library!
Response: Thank you!
Comment: Harry Potter program was great.
Response: Thank you! We had fun doing it!
Comment: Summer Reading Program prize was great
Response: Thank you!
Comment: Would like a play room for young children
Response: As much as we would like to offer children a place to play, that’s not really what a library is all about.
Comment: Frustrated by Polaris catalog
Response: We hope you will ask us for help. There are several problems which we are fixing, so each day the software becomes easier to use.
Comment: Wants to be able to reserve the study rooms
Response: We do not have the staff to handle room reservations for these study rooms.
Comment: All of your staff have been wonderful to me
Response: Thank you for writing!
Response: Liquid soap is easier to maintain and restock, and is cost-effective. The county went to Dial because the JoGo soap that they were using went up in price and suppliers are not carrying it in stock. The Dial lasts longer—you don’t need more than one push on the dispenser to have enough to wash your hands.
Comment: Security guard Tony was very helpful to me.
Response: Thank you.
Comment: I’d like to be able to see my place in the holds queue.
Response: This feature was enabled on August 1.
Comment: I agreed with the editorial in the Ithaca Times which criticized the library’s contingency budget request.
Response: The library’s response was printed the following week. You may read it on our website under library news. http://www.tcpl.org/guested/2005/07/response-to-ithaca-times-july-13th.html.
Comment: Please re-install the pre-overdue notices on your new computer system
Response: This feature is enabled. If you are not receiving pre-overdue notices, make sure your e-mail address is up to date.
Comment: Place the self check workstations in the lobby area so people can use them at closing time when the line is the longest
Response: The self check units are closed 5 – 10 minutes before closing as part of our normal procedures designed to move people out of the library. It is impractical to move them to a different location at this time. You may find that it is faster to check out at the circulation desk.
Comment: Men’s urinals are at the wrong height and weird angle
Response: We’ve known about this problem since the day we moved into the new library, and have asked County Facilities to fix. However, the project is not moving forward due to cost.
Comment: Still concerned about the lack of collar for a sprinkler head in the men’s washroom
Response: Facilities will fix this.
Comment: Librarian was very kind and helped her find a map.
Response: Thank you!
Comment: Beautiful Library!
Response: Thank you!
Comment: Harry Potter program was great.
Response: Thank you! We had fun doing it!
Comment: Summer Reading Program prize was great
Response: Thank you!
Comment: Would like a play room for young children
Response: As much as we would like to offer children a place to play, that’s not really what a library is all about.
Comment: Frustrated by Polaris catalog
Response: We hope you will ask us for help. There are several problems which we are fixing, so each day the software becomes easier to use.
Comment: Wants to be able to reserve the study rooms
Response: We do not have the staff to handle room reservations for these study rooms.
Comment: All of your staff have been wonderful to me
Response: Thank you for writing!
Saturday, April 30, 2005
Patron Comments - April 2005
Comment: Charge $1 for every DVD or Video so you can purchase more new movies.
Response: Thank you for your suggestion. We do not charge for library materials of any kind and have no plans to do so.
Comment: Please re-catalog the DVD Island at War so that the 3 volumes are able to be lent as a series.
Response: Will refer to our Technical Services Department. Thank you.
Comment: I love the new public Internet computers but you need a second browser.
Response: Thank you, we will consider doing this.
Comment: Adult Literacy section is very meager.
Response: We agree—but our acquisitions budget needs a huge boost in order to add items in this area.
Comment: 2 DVDs kept stalling—can’t you get the vendor to replace these at no cost?
Response: This is a frustrating experience because the problem occurs on some home DVD players and not others.
Comment: You are turning the public library into a corporation when you send accounts to a collection agency.
Response: We expect our users to be responsible, and to return items that they have borrowed, or pay for their replacement cost. Those users who are irresponsible must face the consequences.
Comment: I like the children’s holiday book display which is never “in my face.”
Response: Thank you!
Comment: Thanks for your hard work and for having such nice people to help.
Response: You are welcome!
Comment: Thanks for finding science fiction for me—just what I wanted!
Response: You are welcome!
Comment: Loves the display table up front.
Response: Thank you!
Comment: I like the pre-overdue notices.
Response: Thank you!
Comment: Dislike the fact that the security alarm goes off even when everything is checked out.
Response: We dislike it, too and we are working to reduce the number of “false alarms.”
Comment: I love the art.
Response: Thank you!
Comment: Why not sell some stuff like buttons or bags or books to support the library?
Response: Well, actually we do sell two sizes of book bags and our Friends of the Library sell over 300,000 books every year as a fund raiser for the library!
Comment: No keys in the lockers.
Response: Will follow up, thank you.
Comment: The best place in Ithaca!
Response: Thank you!
Comment: Loud cell phone in the stacks.
Response: Contact Security and they will handle it. We don’t ban cell phones, but we do require users to keep their conversations short and quiet.
Comment: Thanks for the grace period.
Response: You are welcome.
Comment: Storytime at this library better than at the bookstores.
Response: Well, we think so, too! Thank you!
Comment: My son loves coming to the library and thinks of the library staff as his friends!
Response: Great! Thank you!
Comment: Beautiful Library!
Response: Thank you!
Comment: Reference Desk Flower arrangement very beautiful.
Response: Thank you!
Comment: DVD collection rivals that of some of the video stores.
Response: Thank you!
Comment: Thanks for the signs explaining where all the new books are.
Response: You are welcome!
Comment: Self check machine checked out everything except one item.
Response: Sometimes bar codes are not readable (just like at the grocery store) and have to be hand entered by a person. We are sorry for this frustrating experience.
Comment: Book drop was full and patron had to push in items which could be stolen.
Response: We NEVER recommend that you leave items in the book drop which can be retrieved by others. The bookdrops on the east side of the library are rarely full so you could try those. Also, the library offers a two-day grace period before we start charging fines, so take advantage of that if the bookdrops are full on the day your books are due.
Comments: Why doesn’t this library have a new bestseller when Groton already does?
Response: There can be a lag between the time our library receives its new books and when they are available to our users. Some of the smaller libraries are able to skip certain cataloging steps and more quickly place their new items in circulation before we can. We try to minimize the lag by flagging any item which is on hold for a patron and expediting its processing.
Comments: Did not get notices that items were lost.
Response: We are sorry. If you have an e-mail account, this information can be sent electronically. Be sure to let us know.
Comment: Happy about books being on display again in Youth Services.
Response: Great!
Comment: Loves Family Story time—great for working parents.
Response: Thank you!
Comment: Thanks for help with finding books and help with computer.
Response: You are welcome!
Comment: Thanks for the women’s history display.
Response: You are welcome!
Comment: Complaint about the cost of the parking meters and fear that time has run out.
Response: The surface lot next to the library has two hours of free parking so no need to watch the meters. You may also enjoy parking in the new garage behind the library soon.
Comment: Doesn’t like having to pay for holds.
Response: We charge for hold for two reasons. First it generates badly needed revenue; and secondly it helps ensure that patrons actually pick up the book that we are holding for them.
Comment: Why are so many books “Not At this Location? It’s a waste of time.
Response: Our library’s holdings are blended with the holdings of 32 other public libraries in the Finger Lakes Library System. This means that you have more than 800,000 items available for your use, not just the 245,000 that our library owns. If you use the windows-based version of our catalog (iPAC) instead of the text version, it will be clearer what items we own and what items are owned by others. Items owned by other libraries are often quickly available ( one-two days) so don’t hesitate to request these.
Response: Thank you for your suggestion. We do not charge for library materials of any kind and have no plans to do so.
Comment: Please re-catalog the DVD Island at War so that the 3 volumes are able to be lent as a series.
Response: Will refer to our Technical Services Department. Thank you.
Comment: I love the new public Internet computers but you need a second browser.
Response: Thank you, we will consider doing this.
Comment: Adult Literacy section is very meager.
Response: We agree—but our acquisitions budget needs a huge boost in order to add items in this area.
Comment: 2 DVDs kept stalling—can’t you get the vendor to replace these at no cost?
Response: This is a frustrating experience because the problem occurs on some home DVD players and not others.
Comment: You are turning the public library into a corporation when you send accounts to a collection agency.
Response: We expect our users to be responsible, and to return items that they have borrowed, or pay for their replacement cost. Those users who are irresponsible must face the consequences.
Comment: I like the children’s holiday book display which is never “in my face.”
Response: Thank you!
Comment: Thanks for your hard work and for having such nice people to help.
Response: You are welcome!
Comment: Thanks for finding science fiction for me—just what I wanted!
Response: You are welcome!
Comment: Loves the display table up front.
Response: Thank you!
Comment: I like the pre-overdue notices.
Response: Thank you!
Comment: Dislike the fact that the security alarm goes off even when everything is checked out.
Response: We dislike it, too and we are working to reduce the number of “false alarms.”
Comment: I love the art.
Response: Thank you!
Comment: Why not sell some stuff like buttons or bags or books to support the library?
Response: Well, actually we do sell two sizes of book bags and our Friends of the Library sell over 300,000 books every year as a fund raiser for the library!
Comment: No keys in the lockers.
Response: Will follow up, thank you.
Comment: The best place in Ithaca!
Response: Thank you!
Comment: Loud cell phone in the stacks.
Response: Contact Security and they will handle it. We don’t ban cell phones, but we do require users to keep their conversations short and quiet.
Comment: Thanks for the grace period.
Response: You are welcome.
Comment: Storytime at this library better than at the bookstores.
Response: Well, we think so, too! Thank you!
Comment: My son loves coming to the library and thinks of the library staff as his friends!
Response: Great! Thank you!
Comment: Beautiful Library!
Response: Thank you!
Comment: Reference Desk Flower arrangement very beautiful.
Response: Thank you!
Comment: DVD collection rivals that of some of the video stores.
Response: Thank you!
Comment: Thanks for the signs explaining where all the new books are.
Response: You are welcome!
Comment: Self check machine checked out everything except one item.
Response: Sometimes bar codes are not readable (just like at the grocery store) and have to be hand entered by a person. We are sorry for this frustrating experience.
Comment: Book drop was full and patron had to push in items which could be stolen.
Response: We NEVER recommend that you leave items in the book drop which can be retrieved by others. The bookdrops on the east side of the library are rarely full so you could try those. Also, the library offers a two-day grace period before we start charging fines, so take advantage of that if the bookdrops are full on the day your books are due.
Comments: Why doesn’t this library have a new bestseller when Groton already does?
Response: There can be a lag between the time our library receives its new books and when they are available to our users. Some of the smaller libraries are able to skip certain cataloging steps and more quickly place their new items in circulation before we can. We try to minimize the lag by flagging any item which is on hold for a patron and expediting its processing.
Comments: Did not get notices that items were lost.
Response: We are sorry. If you have an e-mail account, this information can be sent electronically. Be sure to let us know.
Comment: Happy about books being on display again in Youth Services.
Response: Great!
Comment: Loves Family Story time—great for working parents.
Response: Thank you!
Comment: Thanks for help with finding books and help with computer.
Response: You are welcome!
Comment: Thanks for the women’s history display.
Response: You are welcome!
Comment: Complaint about the cost of the parking meters and fear that time has run out.
Response: The surface lot next to the library has two hours of free parking so no need to watch the meters. You may also enjoy parking in the new garage behind the library soon.
Comment: Doesn’t like having to pay for holds.
Response: We charge for hold for two reasons. First it generates badly needed revenue; and secondly it helps ensure that patrons actually pick up the book that we are holding for them.
Comment: Why are so many books “Not At this Location? It’s a waste of time.
Response: Our library’s holdings are blended with the holdings of 32 other public libraries in the Finger Lakes Library System. This means that you have more than 800,000 items available for your use, not just the 245,000 that our library owns. If you use the windows-based version of our catalog (iPAC) instead of the text version, it will be clearer what items we own and what items are owned by others. Items owned by other libraries are often quickly available ( one-two days) so don’t hesitate to request these.
Friday, March 18, 2005
Patron Comments - March 2005
Comment: Amount of noise disturbing.
Response: I am glad that the security guard was able to help you with this.
Comment: Security guard is overzealous and obnoxious.
Response: The security guard’s job is to enforce the rules of the library (see above). We expect that this will be done courteously and fairly.
Comment: Like renewals on-line.
Response: It is a convenience that we all appreciate.
Comment: Renewals on-line—directions are too small to follow.
Response: We hope that our new computer catalog system will make this easier for you.
Comment: Staff is courteous and friendly.
Response: Thank you!
Comment: Grateful for Internet access.
Response: Thank you!
Comment: New book shelves are empty.
Response: We are disappointed also that our acquisitions budget is so meager.
Comment: Door alarm set off, unwarranted.
Response: This can be annoying.
Comment: Self check machine not desensitizing items; confusion about how to check out videos.
Response: We are working with 3M our vendor to check these on a routine basis. Signage will be added regarding video check out.
Comment: Paper notices are unreadable due to carbon smudges.
Response: You can receive these notices via e-mail, or you can go on line and check your account. A new printing system for paper overdue notices may be obtained later in the year.
Comment: Patron feels harassed by phone calls from collection agency.
Response: If you are currently making payments on your overdue accounts, you should not be receiving phone calls. Please see our Circulation Coordinator for help.
Comment: Thanks for finding my book!
Response: Thank you!
Comment: Pre-overdue notices are great.
Response: Thank you!
Comment: Glad you are open on Sundays.
Response: Thank you!
Comment: Get rid of or move Gates computers (for kids).
Response: The Gates computers are one of the most popular services in our Youth Services Department. Parents and librarians together must teach children appropriate use of computers.
Comment: Concern that video tapes are damaging his VCR player.
Response: Many of our videos have a high circulation rate and we are currently pulling many of the older titles off the shelves to reduce the likelihood of this happening.
Comment: Doors did not unlock promptly at 10:00 forcing people to stand in the cold.
Response: Our doors are programmed to open at precisely 10:00 a.m., but as you note, not all clocks are synchronized.
Comment: Need signage near the CDs explaining the organization system.
Response: Good idea, will follow up on this.
Comment: Thanks for all of your help, you’ve been great.
Response: Thank you!
Comment: Patron wanted to complain about flag outside, but phone system didn’t help direct his call.
Response: That can be frustrating!
Comment: Nice job with CD collection.
Response: Thank you!
Comment: Fines go to a good cause.
Response: Thank you!
Comment: Great collection in youth services.
Response: Thank you!
Comment: Would like picture books displayed on top of shelves.
Response: We are now doing that.
Comment: Handicapped parking impossible due to snow.
Response: We sympathize. Removal of snow along the sidewalks, curbs and bus stops is a City of Ithaca responsibility.
Comment: Doesn’t like phone answering system, wants a human.
Response: We do have volunteers who answer our incoming calls, but can always use more.
Comment: New to the area, loves the beautiful library.
Response: Thank you!
Comment: Would like work space at the microfilm machines.
Response: This is a good suggestion, and we’ll see what we can do.
Comment: Videos shelved on bottom shelf are too hard to see.
Response: We sympathize but due to the space available for videos, we must place them on the bottom shelves.
Comment: Why are rest rooms cleaned when there are users in the Borg Warner Room who need access?
Response: Will refer to County Facilities who are responsible for cleaning.
Comment: Add signage in restrooms that patrons should wash hands.
Response: Will posting a common sense sign like this really change the behavior of people?
Response: I am glad that the security guard was able to help you with this.
Comment: Security guard is overzealous and obnoxious.
Response: The security guard’s job is to enforce the rules of the library (see above). We expect that this will be done courteously and fairly.
Comment: Like renewals on-line.
Response: It is a convenience that we all appreciate.
Comment: Renewals on-line—directions are too small to follow.
Response: We hope that our new computer catalog system will make this easier for you.
Comment: Staff is courteous and friendly.
Response: Thank you!
Comment: Grateful for Internet access.
Response: Thank you!
Comment: New book shelves are empty.
Response: We are disappointed also that our acquisitions budget is so meager.
Comment: Door alarm set off, unwarranted.
Response: This can be annoying.
Comment: Self check machine not desensitizing items; confusion about how to check out videos.
Response: We are working with 3M our vendor to check these on a routine basis. Signage will be added regarding video check out.
Comment: Paper notices are unreadable due to carbon smudges.
Response: You can receive these notices via e-mail, or you can go on line and check your account. A new printing system for paper overdue notices may be obtained later in the year.
Comment: Patron feels harassed by phone calls from collection agency.
Response: If you are currently making payments on your overdue accounts, you should not be receiving phone calls. Please see our Circulation Coordinator for help.
Comment: Thanks for finding my book!
Response: Thank you!
Comment: Pre-overdue notices are great.
Response: Thank you!
Comment: Glad you are open on Sundays.
Response: Thank you!
Comment: Get rid of or move Gates computers (for kids).
Response: The Gates computers are one of the most popular services in our Youth Services Department. Parents and librarians together must teach children appropriate use of computers.
Comment: Concern that video tapes are damaging his VCR player.
Response: Many of our videos have a high circulation rate and we are currently pulling many of the older titles off the shelves to reduce the likelihood of this happening.
Comment: Doors did not unlock promptly at 10:00 forcing people to stand in the cold.
Response: Our doors are programmed to open at precisely 10:00 a.m., but as you note, not all clocks are synchronized.
Comment: Need signage near the CDs explaining the organization system.
Response: Good idea, will follow up on this.
Comment: Thanks for all of your help, you’ve been great.
Response: Thank you!
Comment: Patron wanted to complain about flag outside, but phone system didn’t help direct his call.
Response: That can be frustrating!
Comment: Nice job with CD collection.
Response: Thank you!
Comment: Fines go to a good cause.
Response: Thank you!
Comment: Great collection in youth services.
Response: Thank you!
Comment: Would like picture books displayed on top of shelves.
Response: We are now doing that.
Comment: Handicapped parking impossible due to snow.
Response: We sympathize. Removal of snow along the sidewalks, curbs and bus stops is a City of Ithaca responsibility.
Comment: Doesn’t like phone answering system, wants a human.
Response: We do have volunteers who answer our incoming calls, but can always use more.
Comment: New to the area, loves the beautiful library.
Response: Thank you!
Comment: Would like work space at the microfilm machines.
Response: This is a good suggestion, and we’ll see what we can do.
Comment: Videos shelved on bottom shelf are too hard to see.
Response: We sympathize but due to the space available for videos, we must place them on the bottom shelves.
Comment: Why are rest rooms cleaned when there are users in the Borg Warner Room who need access?
Response: Will refer to County Facilities who are responsible for cleaning.
Comment: Add signage in restrooms that patrons should wash hands.
Response: Will posting a common sense sign like this really change the behavior of people?
Monday, February 7, 2005
Patron Comments - February 2005
Comment: Fix the CD section labels so that they stay in place
Response: Thanks, we’ll investigate
Comment: The CD separators keep popping out—can they be glued in?
Response: Will investigate, thanks
Comment: Upset over the lack of new books and a three week loan period for new books
Response: We are upset too, and are working to obtain supplemental funding so we can increase our acquisitions budget.
Comment: I dislike the computers in the kids area and think they should not be so “central” (from a mother of an 11 month old”
Response: Our computers are located where our staff can monitor their use and provide help when needed. Every parent needs to learn how to balance good books and reading with the natural attraction of media such as computer games, the Internet, etc. and we hope to be able to do more to help parents with this issue.
Comment: Loan period on DVDs which are multiples should be lengthened from one week –can’t possibly watch the whole thing in one week.
Response: Will investigate, thank you
Comment: Allow more time on the computers
Response: Unfortunately, the demand for computer time exceeds our supply of computers
Comment: I wasn’t allowed in the main section of the library at 4:55 p.m. even though the sign says that you are open until 5 p.m.
Response: The library begins to shut down operations 15 minutes before closing so that we can empty the building in an orderly and timely manner. Access to the library services at five minutes before closing is restricted to the circulation desk area (where you can return items, check out items or pick up items on hold)
Comment: No instructions on how to self check videos
Response: Will investigate
Comment: The exhibit which shows “ripped” books sends a bad message to children
Response: Art can be controversial—hoped that you had a good conversation with your child about why an artist would do this and what message was being conveyed.
Comment: So glad you are open on Sundays
Response: Thanks
Comment: Like the pre-overdue notices
Response: Thanks
Comment: Beautiful Library
Response: Thanks!
Comment: Like programs in Youth Services
Response: Thanks
Comment: Like Staff Service
Response: Thank you from all of us!
Comment: Tutor glad our GED collection is so broad
Response: Thanks
Comment: Loved our vendacard printing service
Response: Thanks
Comment: Concern over cleanliness of computer keyboards
Response: We do have volunteers who tackle this problem.
Comment: “many” records in catalog have no holdings attached
Response: There are two reasons for this:
If the last copy of title (holdings) is deleted, the information about that title may remain for up to thirty days, at which time an “automatic delete” is done for all of those empty records.
You may also see a title with no TCPL holdings; but other libraries do own the title. In this case, you need to get to a screen which shows the holdings of other libraries.
In either event, ask a librarian for help.
Comment: Would like back door
Response: Sorry.
Comment: Like collection
Response: Thanks
Comment: AV bookdrop chute sometimes jams, don’t feel comfortable leaving items there
Response: Yes, it does. You might try the bookdrops on the east side of the library which are less likely to jam.
Comment: From a TC 3 student—thanks for the help in getting books and articles for my report
Response: Thanks.
Comment: You’re the best!
Response: Thank you!
Comment: Self check stopped working mid=stream with strange message on it
Response: Sorry.
Comment: “It’s so nice dealing with you all.”
Response: Thanks.
Comment: Hard to do renewals online—no good directions
Response: If you call us, we can walk you through the process.
Comment: Thanks for providing free plastic bags
Response: You are welcome.
Comment: Thanks for the grace period
Response: You’re welcome.
Comment: More information about the library closing on staff development day, paper, radio
Response: We’ll try to do better next year.
Comment: Thanks for your recommendation of a ballet book
Response: You are welcome.
Response: Thanks, we’ll investigate
Comment: The CD separators keep popping out—can they be glued in?
Response: Will investigate, thanks
Comment: Upset over the lack of new books and a three week loan period for new books
Response: We are upset too, and are working to obtain supplemental funding so we can increase our acquisitions budget.
Comment: I dislike the computers in the kids area and think they should not be so “central” (from a mother of an 11 month old”
Response: Our computers are located where our staff can monitor their use and provide help when needed. Every parent needs to learn how to balance good books and reading with the natural attraction of media such as computer games, the Internet, etc. and we hope to be able to do more to help parents with this issue.
Comment: Loan period on DVDs which are multiples should be lengthened from one week –can’t possibly watch the whole thing in one week.
Response: Will investigate, thank you
Comment: Allow more time on the computers
Response: Unfortunately, the demand for computer time exceeds our supply of computers
Comment: I wasn’t allowed in the main section of the library at 4:55 p.m. even though the sign says that you are open until 5 p.m.
Response: The library begins to shut down operations 15 minutes before closing so that we can empty the building in an orderly and timely manner. Access to the library services at five minutes before closing is restricted to the circulation desk area (where you can return items, check out items or pick up items on hold)
Comment: No instructions on how to self check videos
Response: Will investigate
Comment: The exhibit which shows “ripped” books sends a bad message to children
Response: Art can be controversial—hoped that you had a good conversation with your child about why an artist would do this and what message was being conveyed.
Comment: So glad you are open on Sundays
Response: Thanks
Comment: Like the pre-overdue notices
Response: Thanks
Comment: Beautiful Library
Response: Thanks!
Comment: Like programs in Youth Services
Response: Thanks
Comment: Like Staff Service
Response: Thank you from all of us!
Comment: Tutor glad our GED collection is so broad
Response: Thanks
Comment: Loved our vendacard printing service
Response: Thanks
Comment: Concern over cleanliness of computer keyboards
Response: We do have volunteers who tackle this problem.
Comment: “many” records in catalog have no holdings attached
Response: There are two reasons for this:
If the last copy of title (holdings) is deleted, the information about that title may remain for up to thirty days, at which time an “automatic delete” is done for all of those empty records.
You may also see a title with no TCPL holdings; but other libraries do own the title. In this case, you need to get to a screen which shows the holdings of other libraries.
In either event, ask a librarian for help.
Comment: Would like back door
Response: Sorry.
Comment: Like collection
Response: Thanks
Comment: AV bookdrop chute sometimes jams, don’t feel comfortable leaving items there
Response: Yes, it does. You might try the bookdrops on the east side of the library which are less likely to jam.
Comment: From a TC 3 student—thanks for the help in getting books and articles for my report
Response: Thanks.
Comment: You’re the best!
Response: Thank you!
Comment: Self check stopped working mid=stream with strange message on it
Response: Sorry.
Comment: “It’s so nice dealing with you all.”
Response: Thanks.
Comment: Hard to do renewals online—no good directions
Response: If you call us, we can walk you through the process.
Comment: Thanks for providing free plastic bags
Response: You are welcome.
Comment: Thanks for the grace period
Response: You’re welcome.
Comment: More information about the library closing on staff development day, paper, radio
Response: We’ll try to do better next year.
Comment: Thanks for your recommendation of a ballet book
Response: You are welcome.
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