Comment: You are a gem! There is nothing like this library’s prime service.
Response: Thank you.
Comment: Complaint that a person, who forgets their password, cannot access their account and therefore cannot place a hold online. The online help feature is not helpful.
Response: The next upgrade of our online catalog, Polaris, will allow patrons to retrieve forgotten passwords. This upgrade is due to be loaded in July.
Comment: Sculptures outside are beautiful
Response: Thank you. We are pleased to be a part of this city wide exhibit.
Comment: Patron complained that we do not have the June 12th Value Line large cap available.
Response: The highest priority is placed on checking-in and shelving the most current Value Line. On occasion this publication is delayed in the mail.
Comment: Library is the best thing about Ithaca and that’s saying a lot.
Response: Thank you.
Comment: Can you please fill in some of the holes in the Manga series? I am sure lots of people would appreciate it.
Response: Your request has been submitted to the selector.
Comment: Thanks so much for helping my daughter find Spanish books, CDs and teaching her how to use Internet sites linked through your website. I never would have found all of these things without the librarian’s help.
Response: You are welcome. We are very pleased to be able to help.
Comment: Patron confused by arrangement of language books, kits and CDs.
Response: This can be confusing with the various formats. The world language collection houses materials written in a language while items for learning a language are located in the regular collection. Please ask the Reference Librarians for help. They are happy to work with you.
Comment: Patron would like internet terminals changed to allow more privacy. She suggested using larger dividers. She has noticed other patrons watching patrons at the computers making them feel uncomfortable.
Response: We try to provide privacy for our patrons through the use of carrels for the computers and by making available privacy screens upon request. Your concerns will, also, be passed on the Adult Services Department.
Comment: $5 donation for our “wizardry” – after finding an essay for the patron.
Response: Thank you.
Comment: I would never have found the local history material without the help of a librarian.
Response: Thank you for your note. We are happy to help.
Comment: It would be beneficial to separate the series on DVD from other movies to make it easier to locate the beginning, middle and end of a series.
Response: We consider the DVDs to be a browsing collection and all materials are rough sorted by first letter of the title. Often series have a similar appearance and are easily recognizable.
Comment: The Bookdrop was almost full on Sunday.
Response: Thank you for your concern. Staff came in on Friday and Sunday over the long Independence Day weekend to empty the bookdrop. They should have been alright by mid morning.
Wednesday, July 29, 2009
Wednesday, July 8, 2009
Patron Comments June 2009
Comment: Patron loves the library and wishes that there was a drive through book drop. She has an infant and cannot easily return books. So she comes to the library less frequently.
Response: Unfortunately there is no place where we can locate a drive through book drop. We have reinstated the short term parking directly in front of the library to allow for quick access to the bookdrops. Also, you may also drop off TCPL items at the public libraries in Groton, Newfield, Dryden, Trumansburg, Lansing and any other library which is in the Finger Lakes Library System.
Comment: Cornell student will not be able to graduate unless he can find a place to print from a 3 year old drive. Reference staff suggested Kinko’s. He was very appreciative, but it turns out they cannot open it either. He will have to contact the professor who gave it to him.
Response: Thank you for the good effort.
Comment: Patron wondered about the occasion that featured Jewish culture on a book display table. Would there be a Palestinian book display also?Response: Will refer your suggestion to Adult Services Librarians.
Comment: I am sure books get left on tables all the time, but maybe the pages could let them stay longer and focus on reshelving the carts. I left books and audio on a table while checking the shelving carts and they were picked up while I was searching. I lost all the items I spent an hour finding. Very sad reader
Response: The pages circulate hourly to pick up items left on the tables. You could leave a note on your books if you need to leave the table so that they are not removed. If it happens again, please inform the reference librarians and they can retrieve the items for you.
Comment: I think Internet access for parents would be helpful in the Youth area. I (and others) don’t want to leave our children to get on the Internet. Our children grow restless while waiting for us to use the Internet in the adult section.
Response: We agree that this would be a benefit and an idea that warrants further investigation.
Comment: A few weeks ago I had borrowed some children’s books and from two of them the barcode was removed, what do I need to do about that?
Response: Please inform the circulation clerks when you return the books so that they can identify which copies of the books are checked out to you. This will greatly assist the clerks in checking them in for you.
Comment: Outside flower boxes are lovely.
Response: Thank you. They were provided by a project run by Cooperative Extension called the Community Beautification Program.
Comment: One less rent-a-cop means one more janitor which, in turn, means clean public rest rooms and preservation of the public’s assets.
Response: Both our security guards and our cleaners are just as frustrated and unhappy about this ongoing vandalism as you are. We are well aware of the problem and hope to have resolved shortly. The security guards are invaluable to us and we cannot operate the library without their assistance. With 35,000 people using the library every month, it is extremely important that we have a safe and secure environment for both the users and the staff. Your low opinion of them is not matched by anyone on the library staff , nor by the Ithaca Police Department, who works closely with them.
Comment: Patron thinks all movies should be renewable. Doesn’t make sense to have VHS renewable, but not DVDs. Confusing and inconvenient when you live out of town.
Response: Due to supply and demand, we adjust our borrowing policies accordingly. The demand for videos is small in comparison to the DVDs, which tend to be the newer movies, thus, the difference in the loan periods.
Comment: Like the logo and motto
Response: Thank you.
Comment: Tuesday storyhour should be at 10:30 instead of 11:00. Better time for youngsters. The later time is too close to lunch and kids get fussy.
Response: Toddler story time will resume in September. Your suggestion has been referred to Youth Services for implementation for the Fall program.
Comment: Patron signing up for the Internet tutoring said Jennifer is “amazing” and helped her overcome her fear of computers.
Response: Thank you.
Comment: Patron says wireless signal is weak. 3:20 PM
Response: The wireless service is due to be updated this month. Also, where you are sitting may affect the signal. Sitting in an area closer to the hub will give a stronger result.
Comment: There should be a rule that persons reading the newspapers and magazines do not take them out of the area where they are shelved.
Response: People are free to use these resources wherever they are comfortable, and while we would prefer that they return them to the proper place, if they don’t, our pages (on their once an hour sweep of the library) will return them to their proper place.
Response: Unfortunately there is no place where we can locate a drive through book drop. We have reinstated the short term parking directly in front of the library to allow for quick access to the bookdrops. Also, you may also drop off TCPL items at the public libraries in Groton, Newfield, Dryden, Trumansburg, Lansing and any other library which is in the Finger Lakes Library System.
Comment: Cornell student will not be able to graduate unless he can find a place to print from a 3 year old drive. Reference staff suggested Kinko’s. He was very appreciative, but it turns out they cannot open it either. He will have to contact the professor who gave it to him.
Response: Thank you for the good effort.
Comment: Patron wondered about the occasion that featured Jewish culture on a book display table. Would there be a Palestinian book display also?Response: Will refer your suggestion to Adult Services Librarians.
Comment: I am sure books get left on tables all the time, but maybe the pages could let them stay longer and focus on reshelving the carts. I left books and audio on a table while checking the shelving carts and they were picked up while I was searching. I lost all the items I spent an hour finding. Very sad reader
Response: The pages circulate hourly to pick up items left on the tables. You could leave a note on your books if you need to leave the table so that they are not removed. If it happens again, please inform the reference librarians and they can retrieve the items for you.
Comment: I think Internet access for parents would be helpful in the Youth area. I (and others) don’t want to leave our children to get on the Internet. Our children grow restless while waiting for us to use the Internet in the adult section.
Response: We agree that this would be a benefit and an idea that warrants further investigation.
Comment: A few weeks ago I had borrowed some children’s books and from two of them the barcode was removed, what do I need to do about that?
Response: Please inform the circulation clerks when you return the books so that they can identify which copies of the books are checked out to you. This will greatly assist the clerks in checking them in for you.
Comment: Outside flower boxes are lovely.
Response: Thank you. They were provided by a project run by Cooperative Extension called the Community Beautification Program.
Comment: One less rent-a-cop means one more janitor which, in turn, means clean public rest rooms and preservation of the public’s assets.
Response: Both our security guards and our cleaners are just as frustrated and unhappy about this ongoing vandalism as you are. We are well aware of the problem and hope to have resolved shortly. The security guards are invaluable to us and we cannot operate the library without their assistance. With 35,000 people using the library every month, it is extremely important that we have a safe and secure environment for both the users and the staff. Your low opinion of them is not matched by anyone on the library staff , nor by the Ithaca Police Department, who works closely with them.
Comment: Patron thinks all movies should be renewable. Doesn’t make sense to have VHS renewable, but not DVDs. Confusing and inconvenient when you live out of town.
Response: Due to supply and demand, we adjust our borrowing policies accordingly. The demand for videos is small in comparison to the DVDs, which tend to be the newer movies, thus, the difference in the loan periods.
Comment: Like the logo and motto
Response: Thank you.
Comment: Tuesday storyhour should be at 10:30 instead of 11:00. Better time for youngsters. The later time is too close to lunch and kids get fussy.
Response: Toddler story time will resume in September. Your suggestion has been referred to Youth Services for implementation for the Fall program.
Comment: Patron signing up for the Internet tutoring said Jennifer is “amazing” and helped her overcome her fear of computers.
Response: Thank you.
Comment: Patron says wireless signal is weak. 3:20 PM
Response: The wireless service is due to be updated this month. Also, where you are sitting may affect the signal. Sitting in an area closer to the hub will give a stronger result.
Comment: There should be a rule that persons reading the newspapers and magazines do not take them out of the area where they are shelved.
Response: People are free to use these resources wherever they are comfortable, and while we would prefer that they return them to the proper place, if they don’t, our pages (on their once an hour sweep of the library) will return them to their proper place.
Friday, June 19, 2009
Patron Comments - May 2009
Comment: Great DVD collection
Response: Thank you. I will inform the selector.
Comment: Thanks for the 2 day grace period. It really helps.
Response: You’re welcome.
Comment: Patron frustrated that self check machine would not read every barcode. Had to go through checkout line for some items.
Response: We apologize for the frustration you experienced at the self check-out stations. We have had them serviced and they successfully check-out materials 90% of the time. Please report problems to the circulation desk.
Comment: This is a great library!
Response: Thank you.
Comment: As a preschool teacher I use the library often. It makes me sad though that I can only check out 20 books. You should allow teachers to take out at least 30-40 books. In my job I am suppose to have 2 books per child … at least 30 books.
Response: We expect that schools will supply teachers with the materials mandated. Many teachers have classroom collections, which are then supplemented with the books from the library. The Friends of the Library offer an opportunity at the end of each booksale for teachers to select books for their classrooms. The next booksale begins May 9, 2009. You may call the booksale site at 272-2223 or email them for more information.
Comment: Patron loved to use the library website. He flourished a book and CD saying “I ordered this from the website”
Response: Thank you for your comment. We are currently reviewing our website to see how we can improve it. We welcome suggestions.
Comment: Wonderful exhibit of books with illustrations by notable artists. Thanks!
Response: Thank you.
Comment: The German collection has books that even Cornell does not own in current fiction.
Response: Thank you. We are working on expanding our world language collection.
Comment: Please put new CDs in a separate section so patrons will know that the chances are that they are okay.
Response: All of our CDs should be “okay”. Problem CDs should be reported to the circulation staff for repair or discard.
Comment: Thank you to Youth Services evening Staff member for help in finding books at the library.
Response: You are welcome.
Comment: Please Please Please get NADA books for every topic. Libraries should have these for public use. They are good reference for people to know and with more knowledge our economy might improve.
Response: This request has been forwarded to the librarians who are purchasing library materials for consideration.
Comment: Amazing Beautiful library. Nice that there is guest Internet for free. I have paid a fee in the library at Hilton Head, NC.
Response: Thank you.
Comment: Copy machine poor quality. You need a new machine.
Response: We are currently in negotiations to get new copy machines.
Comment: Very impressive Korean book collection.
Response: Thank you. We are interested in expanding our world language collection.
Comment: Complained about cell phone use in the Internet area and people talking and gathering in groups at Internet computers.
Response: We have many new users of the Library and our services, and we are working with them to educate them on the library rules.
Comment: Patron wishes that any DVD which is part of a series be renewable even if less than 3 DVD sets. Specifically the Great Courses DVD series.
Response: The DVD collection is primarily a browsing collection. The Great Courses DVDs are packaged individually to allow patrons to check out what they can view in a week’s time.
Comment: Adelle in Youth Services was incredibly helpful in finding books on hedgehogs. Thank you!
Response: Yeah Adelle! Thank you.
Comment: I like machines, but I like people more. So I came to the desk to check out!
Response: Thank you. We appreciate your support.
Comment: Patron really appreciated the email heads-up on the due dates of the books he had out.
Response: Thank you. We are very pleased to be able to offer this service.
Comment: Thank you for looking into getting Bill Nye Great Discoveries Physics DVD.
Response: You’re welcome.
Comment: Saying “have a good day” is programmed and insincere.
Response: It is the goal of the library to provide excellent customer service. However, the Staff is not required to say preprogrammed phrases. A staff member, who wishes you well, does so because they mean it.
Comment: Yeah! Free Wifi!!!
Response: You’re welcome.
Comment: You have a great collection of young adult audio books
Response: Thank you.
Comment: “I liked your bedside manner with your last patron” referring to telling another patron that they had reached their limit on the number of items checked out on their account and would not be able to check out additional items.
Response: Thank you.
Comment: TCPL Rocks! Thanks for re-opening on Sundays.
Response: You’re welcome. Sundays end on May 17th and begin again after Labor Day in September.
Comment: I love the library. During the winter in Florida, the check-out puts a tiny easily removed sticker on the front of each book with the date due. It is super easy to remember.
Response: Thank you for your suggestion. The library checks out more than 3500 each day. Adding stickers would increase the time and expense of checking out items.
Response: Thank you. I will inform the selector.
Comment: Thanks for the 2 day grace period. It really helps.
Response: You’re welcome.
Comment: Patron frustrated that self check machine would not read every barcode. Had to go through checkout line for some items.
Response: We apologize for the frustration you experienced at the self check-out stations. We have had them serviced and they successfully check-out materials 90% of the time. Please report problems to the circulation desk.
Comment: This is a great library!
Response: Thank you.
Comment: As a preschool teacher I use the library often. It makes me sad though that I can only check out 20 books. You should allow teachers to take out at least 30-40 books. In my job I am suppose to have 2 books per child … at least 30 books.
Response: We expect that schools will supply teachers with the materials mandated. Many teachers have classroom collections, which are then supplemented with the books from the library. The Friends of the Library offer an opportunity at the end of each booksale for teachers to select books for their classrooms. The next booksale begins May 9, 2009. You may call the booksale site at 272-2223 or email them for more information.
Comment: Patron loved to use the library website. He flourished a book and CD saying “I ordered this from the website”
Response: Thank you for your comment. We are currently reviewing our website to see how we can improve it. We welcome suggestions.
Comment: Wonderful exhibit of books with illustrations by notable artists. Thanks!
Response: Thank you.
Comment: The German collection has books that even Cornell does not own in current fiction.
Response: Thank you. We are working on expanding our world language collection.
Comment: Please put new CDs in a separate section so patrons will know that the chances are that they are okay.
Response: All of our CDs should be “okay”. Problem CDs should be reported to the circulation staff for repair or discard.
Comment: Thank you to Youth Services evening Staff member for help in finding books at the library.
Response: You are welcome.
Comment: Please Please Please get NADA books for every topic. Libraries should have these for public use. They are good reference for people to know and with more knowledge our economy might improve.
Response: This request has been forwarded to the librarians who are purchasing library materials for consideration.
Comment: Amazing Beautiful library. Nice that there is guest Internet for free. I have paid a fee in the library at Hilton Head, NC.
Response: Thank you.
Comment: Copy machine poor quality. You need a new machine.
Response: We are currently in negotiations to get new copy machines.
Comment: Very impressive Korean book collection.
Response: Thank you. We are interested in expanding our world language collection.
Comment: Complained about cell phone use in the Internet area and people talking and gathering in groups at Internet computers.
Response: We have many new users of the Library and our services, and we are working with them to educate them on the library rules.
Comment: Patron wishes that any DVD which is part of a series be renewable even if less than 3 DVD sets. Specifically the Great Courses DVD series.
Response: The DVD collection is primarily a browsing collection. The Great Courses DVDs are packaged individually to allow patrons to check out what they can view in a week’s time.
Comment: Adelle in Youth Services was incredibly helpful in finding books on hedgehogs. Thank you!
Response: Yeah Adelle! Thank you.
Comment: I like machines, but I like people more. So I came to the desk to check out!
Response: Thank you. We appreciate your support.
Comment: Patron really appreciated the email heads-up on the due dates of the books he had out.
Response: Thank you. We are very pleased to be able to offer this service.
Comment: Thank you for looking into getting Bill Nye Great Discoveries Physics DVD.
Response: You’re welcome.
Comment: Saying “have a good day” is programmed and insincere.
Response: It is the goal of the library to provide excellent customer service. However, the Staff is not required to say preprogrammed phrases. A staff member, who wishes you well, does so because they mean it.
Comment: Yeah! Free Wifi!!!
Response: You’re welcome.
Comment: You have a great collection of young adult audio books
Response: Thank you.
Comment: “I liked your bedside manner with your last patron” referring to telling another patron that they had reached their limit on the number of items checked out on their account and would not be able to check out additional items.
Response: Thank you.
Comment: TCPL Rocks! Thanks for re-opening on Sundays.
Response: You’re welcome. Sundays end on May 17th and begin again after Labor Day in September.
Comment: I love the library. During the winter in Florida, the check-out puts a tiny easily removed sticker on the front of each book with the date due. It is super easy to remember.
Response: Thank you for your suggestion. The library checks out more than 3500 each day. Adding stickers would increase the time and expense of checking out items.
Thursday, May 7, 2009
Patron Comments - April 2009
Comment: New monitors are nice
Response: Thank you.
Comment: Copies are too expensive
Response: The cost of the copies covers our expense to offer this service.
Comment: Patron appreciates pencil sharpener
Response: You are welcome.
Comment: Too many rowdy young people on computers, making noise, bumping into others, looking at what people are doing
Response: Staff and the security guards are reminding patrons to be respectful of others.
Comment: Copy machines should have instructions on how to make copies of books “how to lay book to get full copy”
Response: Basic instructions are on the machines. Please ask the Reference Librarians for assistance as this may require reducing the size of the pages.
Comment: Patron stated that the pencil sharpener has a pretty strong magnetic field that will wreak havoc on the computer screen after awhile and suggests moving it
Response: Thank you for your concern. The pencil sharpener has been moved to the table next to the photocopier.
Comment: Why don’t we have a color printer?
Response: The demand was small.
Comment: Why can’t I right click anymore?
Response: The right click option has been limited for security reasons. You should be able to use this function while using the Internet or a Microsoft Office program such as Word.
Comment: Need signs at the Internet to tell patrons not to sing along with the music they are listening to.
Response: Patrons who are singing at the computers are asked to stop. Many times they do not realize they are singing out loud.
Comment: Visitor from Canada thinks this a very interesting library. They especially liked the use of natural light in the reading room and periodical room and the plants. Natural light helps older people see and read more easily
Response: Thank you.
Comment: What a great library! I always find what I want!
Response: Thank you.
Comment: This library is incredible!
Response: Thank you.
Comment: Patron does not like stiff cable on bathroom key
Response: It is necessary to have a strong connection between the keys and the holders to prevent the keys from leaving the library. Several times keys have been missing and needed replacement. A longer cable would be a chocking hazard.
Comment: Patron upset about not being able to renew 2 DVD sets and wishes we could be more flexible with that policy
Response: All of our DVD’s check out for a full week. Only those few large sets of 3 or more DVDs may be renewed once.
Comment: Would like to see Terry Goodkind’s whole collection.
Response: We are trying to fill in the gaps.
Comment: If you are going to close the main library at 4:50, don’t list the closing time as 5:00. List it at 4:50. I drove half an hour to get here. I had 8 minutes, knew exactly what I wanted and was not allowed.
Response: We are very sorry for this unfortunate experience. It is necessary to begin the closing process ten minutes before closing in order to close the library on time.
Comment: Patron renewed an item once and wanted to check the book on tape out on another family member’s card. The item was not on hold.
Response: Our patrons want to have materials on the shelf for browsing. The Library’s policy is that all items not on hold be returned to the shelf.
Response: Thank you.
Comment: Copies are too expensive
Response: The cost of the copies covers our expense to offer this service.
Comment: Patron appreciates pencil sharpener
Response: You are welcome.
Comment: Too many rowdy young people on computers, making noise, bumping into others, looking at what people are doing
Response: Staff and the security guards are reminding patrons to be respectful of others.
Comment: Copy machines should have instructions on how to make copies of books “how to lay book to get full copy”
Response: Basic instructions are on the machines. Please ask the Reference Librarians for assistance as this may require reducing the size of the pages.
Comment: Patron stated that the pencil sharpener has a pretty strong magnetic field that will wreak havoc on the computer screen after awhile and suggests moving it
Response: Thank you for your concern. The pencil sharpener has been moved to the table next to the photocopier.
Comment: Why don’t we have a color printer?
Response: The demand was small.
Comment: Why can’t I right click anymore?
Response: The right click option has been limited for security reasons. You should be able to use this function while using the Internet or a Microsoft Office program such as Word.
Comment: Need signs at the Internet to tell patrons not to sing along with the music they are listening to.
Response: Patrons who are singing at the computers are asked to stop. Many times they do not realize they are singing out loud.
Comment: Visitor from Canada thinks this a very interesting library. They especially liked the use of natural light in the reading room and periodical room and the plants. Natural light helps older people see and read more easily
Response: Thank you.
Comment: What a great library! I always find what I want!
Response: Thank you.
Comment: This library is incredible!
Response: Thank you.
Comment: Patron does not like stiff cable on bathroom key
Response: It is necessary to have a strong connection between the keys and the holders to prevent the keys from leaving the library. Several times keys have been missing and needed replacement. A longer cable would be a chocking hazard.
Comment: Patron upset about not being able to renew 2 DVD sets and wishes we could be more flexible with that policy
Response: All of our DVD’s check out for a full week. Only those few large sets of 3 or more DVDs may be renewed once.
Comment: Would like to see Terry Goodkind’s whole collection.
Response: We are trying to fill in the gaps.
Comment: If you are going to close the main library at 4:50, don’t list the closing time as 5:00. List it at 4:50. I drove half an hour to get here. I had 8 minutes, knew exactly what I wanted and was not allowed.
Response: We are very sorry for this unfortunate experience. It is necessary to begin the closing process ten minutes before closing in order to close the library on time.
Comment: Patron renewed an item once and wanted to check the book on tape out on another family member’s card. The item was not on hold.
Response: Our patrons want to have materials on the shelf for browsing. The Library’s policy is that all items not on hold be returned to the shelf.
Wednesday, April 8, 2009
Patron Comments - March 2009
Comment: Please have more than 1 table near the reference books. You use a whole table for this kind of work and it would be nice to have another table or two.
Response: Thank you for your suggestion. We are considering rearranging some of the tables in the library.
Comment: I notice that children LOVE to walk on that brick wall outside. Perhaps the dirt could be filled in with bricks to make a library path. Maybe donations could be collected or sell bricks for the project.
Response: Thank you for your suggestion.
Comment: I feel people should have 2 hours on your internet computers because one hour is not enough.
Response: Unfortunately the library has limited resources and no space to accommodate more computers. If you have a special need you should consult with the librarians at the Adult reference desk.
Comment: There have two instances where my daughter and I have encountered a problem while waiting for an available PC. Others jump ahead of those that are waiting patiently. My home library utilizes a pc specifically for internet reservations by printing out what pc station and time of reservation start in order to dispel frustration and chaos.
Response: In general it is our experience that people are respectful of the order and others may not have realized that you were waiting. A reservation station was investigated and tried. We found that people were patiently waiting for a particular station while others were being vacated by people leaving early. This caused even more frustration for our patrons and resulted in more staff time to manage. Please inform library staff of any problems.
Comment: I love your exhibits of Treacy Ziegler’s pictures and the Adoption Agency portraits both for their beauty and in the latter case the important outreach message. Thank you.
Response: We love this exhibit of pictures of these beautiful and touching children.
Comment: This is a GREAT LIBRARY.
Response: Thank you.
Comment: I am a foster care worker and am familiar with the Heart Gallery. However, the sign for it was lying down on the magazine shelves and not visible until I looked for it. Without the sign the display is totally incomplete. Please display them together.
Response: This was a powerful exhibit and it was certainly the intention to display the sign with the exhibit. However we are in a very public area and sometimes the sign gets moved. Thank you for replacing the sign with the pictures.
Comment: I like your comment box and books on adventures.
Response: Thank you very much.
Comment: I was thinking that many people in Ithaca walk or ride bikes for environmental reasons. People should have a storage locker for their computers.
Response: We tried to have lockers available for patrons. Unfortunately, we found that they caused more problems than they solved. Items were left in the lockers and not retrieved, and the keys not returned were a big problem. After 9/11 and the anthrax scare lockers lost favor with many public facilities.
Response: Thank you for your suggestion. We are considering rearranging some of the tables in the library.
Comment: I notice that children LOVE to walk on that brick wall outside. Perhaps the dirt could be filled in with bricks to make a library path. Maybe donations could be collected or sell bricks for the project.
Response: Thank you for your suggestion.
Comment: I feel people should have 2 hours on your internet computers because one hour is not enough.
Response: Unfortunately the library has limited resources and no space to accommodate more computers. If you have a special need you should consult with the librarians at the Adult reference desk.
Comment: There have two instances where my daughter and I have encountered a problem while waiting for an available PC. Others jump ahead of those that are waiting patiently. My home library utilizes a pc specifically for internet reservations by printing out what pc station and time of reservation start in order to dispel frustration and chaos.
Response: In general it is our experience that people are respectful of the order and others may not have realized that you were waiting. A reservation station was investigated and tried. We found that people were patiently waiting for a particular station while others were being vacated by people leaving early. This caused even more frustration for our patrons and resulted in more staff time to manage. Please inform library staff of any problems.
Comment: I love your exhibits of Treacy Ziegler’s pictures and the Adoption Agency portraits both for their beauty and in the latter case the important outreach message. Thank you.
Response: We love this exhibit of pictures of these beautiful and touching children.
Comment: This is a GREAT LIBRARY.
Response: Thank you.
Comment: I am a foster care worker and am familiar with the Heart Gallery. However, the sign for it was lying down on the magazine shelves and not visible until I looked for it. Without the sign the display is totally incomplete. Please display them together.
Response: This was a powerful exhibit and it was certainly the intention to display the sign with the exhibit. However we are in a very public area and sometimes the sign gets moved. Thank you for replacing the sign with the pictures.
Comment: I like your comment box and books on adventures.
Response: Thank you very much.
Comment: I was thinking that many people in Ithaca walk or ride bikes for environmental reasons. People should have a storage locker for their computers.
Response: We tried to have lockers available for patrons. Unfortunately, we found that they caused more problems than they solved. Items were left in the lockers and not retrieved, and the keys not returned were a big problem. After 9/11 and the anthrax scare lockers lost favor with many public facilities.
Tuesday, March 3, 2009
Patron Comments - February 2009
Comment: Everything checked out on the self-check machine except one (again!).
Response: Most of the problems with the self checkout have been fixed. Unfortunately the barcodes on library materials suffer a lot of use and sometimes do not read properly. Please inform circulation of problems.
Comment: Receipt prints out too much information when paying fines---WASTES PAPER AND RIBBONS
Response: The receipt printer is an automatic feature and we find most people appreciate having documentation of payment for fines.
Comment: Thank you for showing the inauguration on the big screen in the Borg Warner Room. It was a wonderful service.
Response: You are welcome.
Comment: Thank you for helping my daughter find books. She really likes having the librarian’s help.
Response: We are very pleased to be able to help.
Comment: Patron was unhappy with delayed response to message left on Adult Services voice mail
Response: Adult Services returns calls as soon as possible depending on in-house requests for service.
Comment: Librarian commented on dislike for Polaris. She was booking up “Beaton, M.C.” in the catalog and was asked “did you mean “baton”? Wants catalog changed so you can type in Beaton, M.C. and locate the books. REALLY dislikes Polaris.
Response: We understand that Polaris has its limitations. We encourage you to talk to the Reference Librarians, who can do a search for you or guide you through a search.
Comment: Love the Origami. Really beautiful origami display!
Response: Thank you. It was a beautiful and fun exhibit.
Comment: It’s the middle of a very cold winter and your trees and ivy in the large pots look so healthy. Nice Job!
Response: Thank you. They do brighten the Library.
Comment: Two crease patterns are mentioned in the captions (titles) but are not on the display in the Robert Lang exhibit.
Response: We enjoyed the display, but it has moved on. We have a number of Robert Lang books in the library that may demonstrate additional crease patterns.
Comment: Thank you very much for the extra bike storage area! It’s much appreciated.
Response: We have been trying to get more bike racks for years and are very happy to be able to provide more bike storage.
Comment: Patron complained about ice on the sidewalk near back corner of the building
Response: This has been reported to facilities.
Comment: I have never appreciated the library more since having my daughter. We come in every week and get wonderful books.
Response: Thank you.
Comment: Delighted to find again “Not New but Worth a View”
Response: This is one of my favorite places to look for suggestions.
Comment: Thank you for the table on John Updike
Response: You are welcome.
Comment: If the library were to have a donation can at the front desk, I would donate something every time I checked out books. What a great time to get small gifts. I know the library is hurting.
Response: Great suggestion. Thank you. This is in the works.
Comment: This is a great library
Response: Thank you!
Comment: When you give Kindergartners a library card on a field trip, they should be told Mom and Dad need to sign first before they can check out books.
Response: Each child is sent home with a library card application and detailed instructions to parents on how to activate the child’s card. Children are also told at the program that a parent must fill in the application
Response: Most of the problems with the self checkout have been fixed. Unfortunately the barcodes on library materials suffer a lot of use and sometimes do not read properly. Please inform circulation of problems.
Comment: Receipt prints out too much information when paying fines---WASTES PAPER AND RIBBONS
Response: The receipt printer is an automatic feature and we find most people appreciate having documentation of payment for fines.
Comment: Thank you for showing the inauguration on the big screen in the Borg Warner Room. It was a wonderful service.
Response: You are welcome.
Comment: Thank you for helping my daughter find books. She really likes having the librarian’s help.
Response: We are very pleased to be able to help.
Comment: Patron was unhappy with delayed response to message left on Adult Services voice mail
Response: Adult Services returns calls as soon as possible depending on in-house requests for service.
Comment: Librarian commented on dislike for Polaris. She was booking up “Beaton, M.C.” in the catalog and was asked “did you mean “baton”? Wants catalog changed so you can type in Beaton, M.C. and locate the books. REALLY dislikes Polaris.
Response: We understand that Polaris has its limitations. We encourage you to talk to the Reference Librarians, who can do a search for you or guide you through a search.
Comment: Love the Origami. Really beautiful origami display!
Response: Thank you. It was a beautiful and fun exhibit.
Comment: It’s the middle of a very cold winter and your trees and ivy in the large pots look so healthy. Nice Job!
Response: Thank you. They do brighten the Library.
Comment: Two crease patterns are mentioned in the captions (titles) but are not on the display in the Robert Lang exhibit.
Response: We enjoyed the display, but it has moved on. We have a number of Robert Lang books in the library that may demonstrate additional crease patterns.
Comment: Thank you very much for the extra bike storage area! It’s much appreciated.
Response: We have been trying to get more bike racks for years and are very happy to be able to provide more bike storage.
Comment: Patron complained about ice on the sidewalk near back corner of the building
Response: This has been reported to facilities.
Comment: I have never appreciated the library more since having my daughter. We come in every week and get wonderful books.
Response: Thank you.
Comment: Delighted to find again “Not New but Worth a View”
Response: This is one of my favorite places to look for suggestions.
Comment: Thank you for the table on John Updike
Response: You are welcome.
Comment: If the library were to have a donation can at the front desk, I would donate something every time I checked out books. What a great time to get small gifts. I know the library is hurting.
Response: Great suggestion. Thank you. This is in the works.
Comment: This is a great library
Response: Thank you!
Comment: When you give Kindergartners a library card on a field trip, they should be told Mom and Dad need to sign first before they can check out books.
Response: Each child is sent home with a library card application and detailed instructions to parents on how to activate the child’s card. Children are also told at the program that a parent must fill in the application
Patron Comments - January 2009
Comment: You have a fabulous movie collection.
Response: Thank you. I will pass the complement to the selectors.
Comment: Patron suggests that some of the internet stations about 1/3 of them be on a 20 minute cycle so that people who just want to check email don’t have to wait so long.
Response: Thank you for the suggestion. We have tried this in the past and have found that it has a negative effect on the flow of access to the machines.
Comment: Patron was unhappy that the carrel was moved to the back. They liked working on their laptop up front.
Response: The carrel was moved to increase a quiet area to work. The previous location was near the DVDs and audio visual collection, which made it a high traffic area.
Comment: Disappointed that the doll display not still here. Will it be back? In the Ithaca Journal on Saturday.
Response: Unfortunately the Ithaca Journal did not print our press release until the end of the exhibit. The doll exhibit will be back in 2010.
Comment: Many patrons waiting outside on Sunday for the library to open, but we were closed. We should have been informed about this.
Response: We apologize for the inconvenience. There was a glitch in our signage and publicity. We will establish new procedures to prevent this from happening in the future.
Comment: Patron would like a map of the library.
Response: Maps are available on the display racks in the library.
Comment: I really value the library. I have been working in France and there you have to pay a Euro per book.
Response: Thank you.
Comment: Would it be possible to put drop boxes where a car can get to them?
Response: The parking in front of the library will be reinstated to allow for quick access to the bookdrops.
Comment: Numerous patrons exclaiming about the wonderful Mystery Mansion.
Response: We love the Mystery Mansion. Everyday we would see people of all ages sharing their discoveries as they identified more books and storybook characters.
Comment: Avenue of the Friends floor shines so beautifully, please compliment your staff Facilities cleaned the library over the holidays.
Response: They did a great job.
Comment: Request for “Word” tutor
Response: Tutorials for Microsoft Word can be found on the Internet as well as classes within the community. The Library also has a number of books on this topic. The Reference Desk can guide you to the books, help you locate websites for tutorials, or direct you to agencies that provide classes.
Comment: Patron was annoyed that the self checkout station was successful on 2 books, but not the third.
Response: We apologize for the inconvenience. It is possible that the book cover was wrinkled or torn making it difficult for the sensor to read the barcode.
Response: Thank you. I will pass the complement to the selectors.
Comment: Patron suggests that some of the internet stations about 1/3 of them be on a 20 minute cycle so that people who just want to check email don’t have to wait so long.
Response: Thank you for the suggestion. We have tried this in the past and have found that it has a negative effect on the flow of access to the machines.
Comment: Patron was unhappy that the carrel was moved to the back. They liked working on their laptop up front.
Response: The carrel was moved to increase a quiet area to work. The previous location was near the DVDs and audio visual collection, which made it a high traffic area.
Comment: Disappointed that the doll display not still here. Will it be back? In the Ithaca Journal on Saturday.
Response: Unfortunately the Ithaca Journal did not print our press release until the end of the exhibit. The doll exhibit will be back in 2010.
Comment: Many patrons waiting outside on Sunday for the library to open, but we were closed. We should have been informed about this.
Response: We apologize for the inconvenience. There was a glitch in our signage and publicity. We will establish new procedures to prevent this from happening in the future.
Comment: Patron would like a map of the library.
Response: Maps are available on the display racks in the library.
Comment: I really value the library. I have been working in France and there you have to pay a Euro per book.
Response: Thank you.
Comment: Would it be possible to put drop boxes where a car can get to them?
Response: The parking in front of the library will be reinstated to allow for quick access to the bookdrops.
Comment: Numerous patrons exclaiming about the wonderful Mystery Mansion.
Response: We love the Mystery Mansion. Everyday we would see people of all ages sharing their discoveries as they identified more books and storybook characters.
Comment: Avenue of the Friends floor shines so beautifully, please compliment your staff Facilities cleaned the library over the holidays.
Response: They did a great job.
Comment: Request for “Word” tutor
Response: Tutorials for Microsoft Word can be found on the Internet as well as classes within the community. The Library also has a number of books on this topic. The Reference Desk can guide you to the books, help you locate websites for tutorials, or direct you to agencies that provide classes.
Comment: Patron was annoyed that the self checkout station was successful on 2 books, but not the third.
Response: We apologize for the inconvenience. It is possible that the book cover was wrinkled or torn making it difficult for the sensor to read the barcode.
Monday, January 5, 2009
Patron Comments - December 2008
Comment: First time in the library…really beautiful!
Response: Thank you.
Comment: Downloadable audio books. Thank you … You make my day!
Response: We are very happy that you are enjoying them.
Comment: Solid job in selecting for your literature and poetry sections, especially for your size. Really liked that you have the new Aeneid translation and Robert Bly poetry.
Response: Thank you. Our professional librarians work hard to have a balanced collection.
Comment: Patron misses subject information on the ends of adult non-fiction stacks.
Response: The subject signs on the end were removed when the collection was shifted. New signage will replace the old signs.
Comment: Can the library open at 9:00 AM?
Response: We do not have funding to open additional hours at this time.
Comment: Woman was very grateful for books pulled for her by the librarian. This is a very fine service.
Response: Thank you. We are happy that this service was valuable.
Comment: Overdue fines are too high and add up to large amounts quickly.
Response: The library has a 2 day grace period before fines begin. Each item has a maximum fine of $5.00.
Comment: Is there a Senior Citizen overdue fine rate?
Response: There is no special senior citizen rate.
Comment: Mouse pads for the computers.
Response: Thank you for this suggestions. We will follow-up on it.
Comment: It is very disappointing that you are not buying new mystery books on cassette. The shelves are getting depleted. CDs are not practical to turn off and on the same place. Please reconsider cassettes.
Response: We agree that cassettes have desirable features not currently found on CDs. However, within the consumer marketplace books-on-cassette are no longer available. To keep our collection current and vital it is necessary to purchase books on CD or by downloading them in Overdrive.
Comment: Two to four of Anne Perry’s latest books are in fiction by mistake. Her books are in mystery including the beginning of a series that you have split between mystery and fiction.
Response: Thank you for bringing this to our attention. The Technical Services department has made the corrections.
Comment: How about creating and offering for sale a cool TCPL bumper sticker? Another way to let people show support for our library.
Response: What a great idea!!! We will pass it on to the public information committee.
Comment: Shelves getting very out of order especially the mystery collection & current events essays.
Response: Thank you for bringing this to our attention. These areas are very popular and receive a lot of browsing. The pages will be informed.
Comment: Would like a program, such as a book discussion group that follows the Oprah book club series.
Response: Our book discussion groups have not been well attended. I will pass your suggestion on to our reader’s advisory librarian for consideration.
Comment: Are you ever going to give people more time on the Internet? It would be nice.
Response: The Internet computers are used heavily throughout the day. Wireless access is available throughout the library and has no time limit. It is not access to the Internet that is limited, but the number of computers available to us.
Comment: Love the story time house on display.
Response: We love it too. This house was created by local resident and retired librarian, Richard Tabor, and has clues to a hundred stories, tales and rhymes.
Patron Comments - November 2008
Comment: Keyboards are dirty on catalogs.
Response: A volunteer is cleaning all the public keyboards.
Comment: Reserves and holds are an incredible service. Thank You!!
Response: You're welcome.
Comment: New York Times has been missing 3 times in the last week. I can’t find anyone reading it.
Response: Thank you for your comment. We have checked the New York Times and found only one issue missing in the last three months. Perhaps someone is reading the paper in another location in the library. In addition the New York Times is available online and can be viewed on our Internet computers.
Comment: Library is wonderful.
Response: Thank you.
Comment: Patron thinks multiple DVD sets should have a longer loan period. A week loan is not user friendly for DVD sets that have 3 or more DVDs in it.
Response: Sets of DVDs may be renewed for an additional week to give our patrons more time to view them.
Comment: You could give the videos call numbers. That way it would be easier to locate the videos you want without them having to be in alphabetical order. Ex A001 T036
Response: Instructional videos and DVDs do have call numbers. All others are filed by the first letter of the title. This is primarily a browsing collection and our goal is to get the DVDs out as soon as possible. We have tried to shelve them in alphabetical order in the past. However they were quickly out of order.
Comment: The library search can give an option to search just the books checked in. I rarely want to get books that are not here and it is cumbersome to have to scroll through all the books.
Response: The option to limit a search by items checked-in is currently not available on our catalog system. We will submit a request to add this option to future updates of the system. The Adult Services Librarians can show you an easy way to scroll through the list to see what is currently checked in. Please stop at the reference desk for more information.
Comment: Clean the bathrooms please! Do not harass patrons before closing time. Follow the times posted.
Response: Patrons may use the restrooms in Youth Services at closing. It is necessary to close the restrooms so that they may be cleaned.
Comment: Executive with Baden-Powell Council of Boy Scouts of America would like to thank the Library for helping find information on the boy scouts.
Response: We are very pleased to be able to assist with the search for this information.
Comment: Print from the wireless
Response: This is under investigation.
Comment: Delay in getting Value Line Large Cap out
Response: Value Line is given the highest priority. It is put out immediately upon receipt at the library.
Comment: Have a bookmark where patrons who read a book (especially a new book) can leave comments
Response: Will pass on the suggestion to our reader’s advisory Librarian.
Comment: I think Taking Sides by Gary Soto should be reclassified as children’s. I know boys who love basketball and hate to read, who would want to read this book.
Response: The library owns more than 20 books by this author in the Youth Services Department including one title in Spanish. He is a popular author for children and adults. This title has been moved to the youth services collection. Children are free to take out materials from the entire library.
Comment: Please make another “drive-thru” book return or have remote returns at the mall, Wegmans, Tops-Lansing, but a drive through is best.
Response: There is no good place to put a drive-through book return. Retrieving the materials from a remote location is a problem. The library does not have a vehicle or driver to pick up these materials. Items for TCPL may be returned to other member libraries in the County.
Response: A volunteer is cleaning all the public keyboards.
Comment: Reserves and holds are an incredible service. Thank You!!
Response: You're welcome.
Comment: New York Times has been missing 3 times in the last week. I can’t find anyone reading it.
Response: Thank you for your comment. We have checked the New York Times and found only one issue missing in the last three months. Perhaps someone is reading the paper in another location in the library. In addition the New York Times is available online and can be viewed on our Internet computers.
Comment: Library is wonderful.
Response: Thank you.
Comment: Patron thinks multiple DVD sets should have a longer loan period. A week loan is not user friendly for DVD sets that have 3 or more DVDs in it.
Response: Sets of DVDs may be renewed for an additional week to give our patrons more time to view them.
Comment: You could give the videos call numbers. That way it would be easier to locate the videos you want without them having to be in alphabetical order. Ex A001 T036
Response: Instructional videos and DVDs do have call numbers. All others are filed by the first letter of the title. This is primarily a browsing collection and our goal is to get the DVDs out as soon as possible. We have tried to shelve them in alphabetical order in the past. However they were quickly out of order.
Comment: The library search can give an option to search just the books checked in. I rarely want to get books that are not here and it is cumbersome to have to scroll through all the books.
Response: The option to limit a search by items checked-in is currently not available on our catalog system. We will submit a request to add this option to future updates of the system. The Adult Services Librarians can show you an easy way to scroll through the list to see what is currently checked in. Please stop at the reference desk for more information.
Comment: Clean the bathrooms please! Do not harass patrons before closing time. Follow the times posted.
Response: Patrons may use the restrooms in Youth Services at closing. It is necessary to close the restrooms so that they may be cleaned.
Comment: Executive with Baden-Powell Council of Boy Scouts of America would like to thank the Library for helping find information on the boy scouts.
Response: We are very pleased to be able to assist with the search for this information.
Comment: Print from the wireless
Response: This is under investigation.
Comment: Delay in getting Value Line Large Cap out
Response: Value Line is given the highest priority. It is put out immediately upon receipt at the library.
Comment: Have a bookmark where patrons who read a book (especially a new book) can leave comments
Response: Will pass on the suggestion to our reader’s advisory Librarian.
Comment: I think Taking Sides by Gary Soto should be reclassified as children’s. I know boys who love basketball and hate to read, who would want to read this book.
Response: The library owns more than 20 books by this author in the Youth Services Department including one title in Spanish. He is a popular author for children and adults. This title has been moved to the youth services collection. Children are free to take out materials from the entire library.
Comment: Please make another “drive-thru” book return or have remote returns at the mall, Wegmans, Tops-Lansing, but a drive through is best.
Response: There is no good place to put a drive-through book return. Retrieving the materials from a remote location is a problem. The library does not have a vehicle or driver to pick up these materials. Items for TCPL may be returned to other member libraries in the County.
Tuesday, November 25, 2008
Patron Comments - October 2008
Comment: Always having trouble with computers and library card.
Response: Please ask the Librarian at the reference desk. They can help you with your questions and help to resolve any problems.
Comment: Could not get through to circulation by phone to change address. Played phone tag and finally came in person.
Response: We have revised our phone tree and hope that it will resolve this issue. Also you may leave a message on the circulation extension and library staff will return your call.
Comment: I noticed there is always a line to use computers. In other states there is a sign-in sheet and customer is assigned to open computers as they become available.
Response: We tried that method and found it to be very labor intensive. Librarians became internet monitors instead of providing reference services. It is rare for someone to wait more than 10 or 15 minutes for the next computer and everyone has equal access to this resource.
Comment: Like the email notifications
Response: I, too, like the email notifications. It lets me know that I have a few days to finish the book.
Comment: Paper jams every time I use the self checkout machine
Response: We are following-up.
Comment: Patron suggests that the library post a list of book reviews on booktv.org. One can click on the schedule and see what books will be featured.
Response: You may view titles and publishers comments on Booktv.org by going to our webpage and selecting “For Readers”, “RSS feed” from the sidebar, and then selecting book TV.
Comment: A man commented that his middle child never liked to read until he met Gary, who inspired in him a love of books.
Response: Thank you, Gary. This is what we all aspire to do.
Comment: I really like “the little room” sign.
Response: Thank you. The “Little Room” and the sign were designed by Jane Dennis, who consulted with many children regarding the room design.
Comment: Please purchase a globe for youth services.
Response: Will pass your request on to the Youth Services Department for consideration.
Comment: Overheard in Youth Services stacks: A little girl said “Mama this is a nice library.” It was very touching and heartfelt.
Response: Thank you.
Comment: New photocopier would be appreciated. Every time I use these they malfunction completely or poorly copied images – usually unreadable
Response: Please inform the staff at the reference desk or circulation desk of your problems. The photocopiers are not owned by the library and will be serviced when problems occur. We will be reviewing a replacement contract with our vendor.
Comment: It has been truly frustrating to return books to the library given parking etc. What about putting those deposit boxes on the circle at Boynton Middle School for a car drop off?
Response: We are working on getting our short term parking restored. In addition, we do not have the staff or the means to retrieve the materials from a drop-off box at school.
Comment: Internet stations – group at the computer or friends, use cell phones, loud, foul language, and don’t put chairs in upright position.
Response: Please inform the staff at the reference desk when this occurs, so that we may enforce library rules of behavior.
Comment: No progress on my previous suggestion to keep people from chaining their bikes to trees. It is still going on.
Response: The City Forester has noted that this is a city wide problem and has plans for an educational campaign. This is a violation of the city code. The trees are on city property, not library property, and we do not have the ability to enforce city regulations.
Comment: DVDs … I would estimate that 40% of the feature DVDs that I borrow are unwatchable due to skips. Why spend money on items that borrowers don’t take care of. Feature movies are available at commercial stores and Netflix. Continue with blue tag information DVDs but discontinue movie DVDs
Response: The feature DVDs are extremely popular and receive heavy use. They can be cleaned to remove the skips. Frequently just putting them under running water, or gently washing with dishwashing soap, and patting dry will greatly improve the problem. We would also encourage you to put a note on the DVD when you encounter a problem.
Comment: Complaint that we have too many copies of new bestsellers.
Response: One of our most frequent requests is for more best sellers. Our patrons want to come to the library and leave with their choice. They do not want to wait or place holds for new books.
Comment: You don’t have a fax machine?
Response: There is no public fax machine in the library.
Comment: You’re my helping hands. Thank you so much.
Response: We are always happy to help.
Comment: Why do we have such a strange entrance to the library? As a city planner for another city, I thought it should have a more grand entrance. (Pillars)
Response: The entrance to the library is located on a very busy street corner. There was a great deal of concern of children running out of the library into traffic. The curved entrance was designed to deter this from happening.
Response: Please ask the Librarian at the reference desk. They can help you with your questions and help to resolve any problems.
Comment: Could not get through to circulation by phone to change address. Played phone tag and finally came in person.
Response: We have revised our phone tree and hope that it will resolve this issue. Also you may leave a message on the circulation extension and library staff will return your call.
Comment: I noticed there is always a line to use computers. In other states there is a sign-in sheet and customer is assigned to open computers as they become available.
Response: We tried that method and found it to be very labor intensive. Librarians became internet monitors instead of providing reference services. It is rare for someone to wait more than 10 or 15 minutes for the next computer and everyone has equal access to this resource.
Comment: Like the email notifications
Response: I, too, like the email notifications. It lets me know that I have a few days to finish the book.
Comment: Paper jams every time I use the self checkout machine
Response: We are following-up.
Comment: Patron suggests that the library post a list of book reviews on booktv.org. One can click on the schedule and see what books will be featured.
Response: You may view titles and publishers comments on Booktv.org by going to our webpage and selecting “For Readers”, “RSS feed” from the sidebar, and then selecting book TV.
Comment: A man commented that his middle child never liked to read until he met Gary, who inspired in him a love of books.
Response: Thank you, Gary. This is what we all aspire to do.
Comment: I really like “the little room” sign.
Response: Thank you. The “Little Room” and the sign were designed by Jane Dennis, who consulted with many children regarding the room design.
Comment: Please purchase a globe for youth services.
Response: Will pass your request on to the Youth Services Department for consideration.
Comment: Overheard in Youth Services stacks: A little girl said “Mama this is a nice library.” It was very touching and heartfelt.
Response: Thank you.
Comment: New photocopier would be appreciated. Every time I use these they malfunction completely or poorly copied images – usually unreadable
Response: Please inform the staff at the reference desk or circulation desk of your problems. The photocopiers are not owned by the library and will be serviced when problems occur. We will be reviewing a replacement contract with our vendor.
Comment: It has been truly frustrating to return books to the library given parking etc. What about putting those deposit boxes on the circle at Boynton Middle School for a car drop off?
Response: We are working on getting our short term parking restored. In addition, we do not have the staff or the means to retrieve the materials from a drop-off box at school.
Comment: Internet stations – group at the computer or friends, use cell phones, loud, foul language, and don’t put chairs in upright position.
Response: Please inform the staff at the reference desk when this occurs, so that we may enforce library rules of behavior.
Comment: No progress on my previous suggestion to keep people from chaining their bikes to trees. It is still going on.
Response: The City Forester has noted that this is a city wide problem and has plans for an educational campaign. This is a violation of the city code. The trees are on city property, not library property, and we do not have the ability to enforce city regulations.
Comment: DVDs … I would estimate that 40% of the feature DVDs that I borrow are unwatchable due to skips. Why spend money on items that borrowers don’t take care of. Feature movies are available at commercial stores and Netflix. Continue with blue tag information DVDs but discontinue movie DVDs
Response: The feature DVDs are extremely popular and receive heavy use. They can be cleaned to remove the skips. Frequently just putting them under running water, or gently washing with dishwashing soap, and patting dry will greatly improve the problem. We would also encourage you to put a note on the DVD when you encounter a problem.
Comment: Complaint that we have too many copies of new bestsellers.
Response: One of our most frequent requests is for more best sellers. Our patrons want to come to the library and leave with their choice. They do not want to wait or place holds for new books.
Comment: You don’t have a fax machine?
Response: There is no public fax machine in the library.
Comment: You’re my helping hands. Thank you so much.
Response: We are always happy to help.
Comment: Why do we have such a strange entrance to the library? As a city planner for another city, I thought it should have a more grand entrance. (Pillars)
Response: The entrance to the library is located on a very busy street corner. There was a great deal of concern of children running out of the library into traffic. The curved entrance was designed to deter this from happening.
Thursday, September 25, 2008
Patron Comments - September 2008
Comment: Library needs more bike racks. Existing racks are often full, as well as the benches and the street sign posts.
Response: We are working with the City and the County to provide more bike racks in front of the library.
Comment: Love the art shows and exhibits here. Thanks for having them.
Response: You're welcome. We enjoy them too.
Comment: Please fix the daily lockers.
Response: The lockers have been removed. They have been a constant problem and not really useable.
Comment: An adult summer reading program would be wonderful. The whole family could be included in summer reading programs.
Response: Thank you for your comment. Your suggestion will be shared with the programming team.
Comment: No overdues, no fines, just like blockbuster video. How many books are people actually waiting to be returned so that they can read them.
Response: It is important to our patrons to find current and popular books on our shelves. It is necessary for those materials to be returned in a timely manner so the next person may check them out.
Comment: Put in a direct exhaust vent in the men’s room.
Response: We will contact facilities to make sure the fan is working properly.
Comment: Neil at the Reference Desk is the nicest most friendly guy in the library.
Response: Thank you.
Comment: Thank you so much for taking the trouble to correct my miss-return of a Hollywood video.
Response: You're welcome.
Comment: Frustrated with DVDs that freeze up and make viewing impossible. This does not happen with videos.
Response: A gentle rinse with water and a pat dry will frequently correct the problem. Please put a note on those DVDs with problems so that we can do a thorough cleaning or replacement if too damaged.
Comment: Love the watercolor painting behind the circulation desk by Barbara Mink.
Response: Thank you. We like it too.
Comment: We love the library. Would like to suggest easier methods to return books now that parking is unavailable in front of the library.
Response: We have investigated numerous locations for the drive up bookdrops and all are problematic. The parking in front of the library should be reinstated very soon as the construction in that area is completed.
Comment: I am becoming a big fan of digital audio books and thank TCPL for offering this media and hope the collection will grow.
Response: This is a growing collection and we are pleased that you find this a useful format.
Comment: Stop closing the restrooms early.
Response: The restrooms in the adult area are closed for cleaning 10 minutes before closing. During this time Youth Services restrooms may be used.
Comment: What would we do without libraries? You’re terrific.
Response: Thank you.
Comment: The self check unit did not check out books, or CDs.
Response: Please consult with the circulation staff to identify the problem, so that we can correct the situation.
Comment: New patron asked for key tag with new library card.
Response: Library cards have been ordered for this year, but key tags are under consideration for future orders.
Comment: Do you have a scanner for public use?
Response: Will direct your request to Adult Services for consideration.
Comment: Thank you for telling me about the teen summer reading program because I won a prize.
Response: You’re welcome, and congratulations!
Comment: I like the little display of books by the fiction stacks.
Response: Thank you. We like it too.
Comment: Patron upset that videos will be eliminated
Response: The video collection is gradually being eliminated as the titles wear out and as they become available on DVD. All new titles are unavailable on video cassette.
Comment: Patron upset that old (2000) NY Times best seller title not on the shelves.
Response: Holds may be placed on titles that are currently checked out or the title may be requested from other libraries if unavailable within the Finger Lakes Library System. Patrons may also call the reference desk to see if an item has been returned. An item currently checked in may be placed on the pick up shelf behind the circulation desk for pick up the next day.
Response: We are working with the City and the County to provide more bike racks in front of the library.
Comment: Love the art shows and exhibits here. Thanks for having them.
Response: You're welcome. We enjoy them too.
Comment: Please fix the daily lockers.
Response: The lockers have been removed. They have been a constant problem and not really useable.
Comment: An adult summer reading program would be wonderful. The whole family could be included in summer reading programs.
Response: Thank you for your comment. Your suggestion will be shared with the programming team.
Comment: No overdues, no fines, just like blockbuster video. How many books are people actually waiting to be returned so that they can read them.
Response: It is important to our patrons to find current and popular books on our shelves. It is necessary for those materials to be returned in a timely manner so the next person may check them out.
Comment: Put in a direct exhaust vent in the men’s room.
Response: We will contact facilities to make sure the fan is working properly.
Comment: Neil at the Reference Desk is the nicest most friendly guy in the library.
Response: Thank you.
Comment: Thank you so much for taking the trouble to correct my miss-return of a Hollywood video.
Response: You're welcome.
Comment: Frustrated with DVDs that freeze up and make viewing impossible. This does not happen with videos.
Response: A gentle rinse with water and a pat dry will frequently correct the problem. Please put a note on those DVDs with problems so that we can do a thorough cleaning or replacement if too damaged.
Comment: Love the watercolor painting behind the circulation desk by Barbara Mink.
Response: Thank you. We like it too.
Comment: We love the library. Would like to suggest easier methods to return books now that parking is unavailable in front of the library.
Response: We have investigated numerous locations for the drive up bookdrops and all are problematic. The parking in front of the library should be reinstated very soon as the construction in that area is completed.
Comment: I am becoming a big fan of digital audio books and thank TCPL for offering this media and hope the collection will grow.
Response: This is a growing collection and we are pleased that you find this a useful format.
Comment: Stop closing the restrooms early.
Response: The restrooms in the adult area are closed for cleaning 10 minutes before closing. During this time Youth Services restrooms may be used.
Comment: What would we do without libraries? You’re terrific.
Response: Thank you.
Comment: The self check unit did not check out books, or CDs.
Response: Please consult with the circulation staff to identify the problem, so that we can correct the situation.
Comment: New patron asked for key tag with new library card.
Response: Library cards have been ordered for this year, but key tags are under consideration for future orders.
Comment: Do you have a scanner for public use?
Response: Will direct your request to Adult Services for consideration.
Comment: Thank you for telling me about the teen summer reading program because I won a prize.
Response: You’re welcome, and congratulations!
Comment: I like the little display of books by the fiction stacks.
Response: Thank you. We like it too.
Comment: Patron upset that videos will be eliminated
Response: The video collection is gradually being eliminated as the titles wear out and as they become available on DVD. All new titles are unavailable on video cassette.
Comment: Patron upset that old (2000) NY Times best seller title not on the shelves.
Response: Holds may be placed on titles that are currently checked out or the title may be requested from other libraries if unavailable within the Finger Lakes Library System. Patrons may also call the reference desk to see if an item has been returned. An item currently checked in may be placed on the pick up shelf behind the circulation desk for pick up the next day.
Patron Comments - August 2008
Comment: Thank you, Thank you, Thank you, for the globe.
Response: Your welcome!
Comment: I’m really glad to see those interactive kinetic games attached to the wall next to the circulation desk, they’re a boon to (those of us) with a couple of rambunctious kids.
Response: Thank you! We like them too.
Comment: 2 Bicyclists love the library! Or maybe it’s that library patrons like to bike. Either way the bike racks are always full and it makes me sad to have to chain my bike to a bench or sign. Any chance we can get more bike racks?
Response: The new TCAT building is slated to include additional bike racks. There are also bike racks located behind the TCAT bus shelter.
Comment: As one who has over the years, been overdue… At times I have been long overdue. If you want to get the many thousands of dollars owed to you, restrict internet access until fines are paid. Internet access at the public library is a privilege that is bestowed upon us. It is not an obligation owed to us.
Response: Thank you for your comments. Fines are directly associated with borrowing privileges and not related to other services provided in the library.
Comment: This is most unwelcoming library I have visited –met with unkindness – spoiled the visit to your community.
Response: Truly sorry you feel this way. I wish I had more information on your experience.
Comment: 2 patrons want key tags for library cards.
Response: This is under consideration for next year. Unfortunately we have just ordered library cards for this year.
Comment: The graphic novel, Stuck in the Middle, is a truly inappropriate book for any age especially young people.
Response: This title received a starred review in library literature and fits into our collection policy.
Comment: More large print books especially non-fiction
Response: Will refer your request to Adult Services
Comment: A simple machine to buff DVDs and extend their life and viewing pleasure. Often DVDs are so scratched that they will not play.
Response: Please place a note on DVDs that will not play or that skips. We do have a cleaning machine that will fix most of these problems.
Comment: Thank you for finding Ithaca Journal obit from 1904 in under 15 minutes.
Response: Thank you.
Comment: You’re wonderful (finding IJ article in a database)
Response: Thank you.
Comment: Need a color printer
Response: Under consideration
Response: Your welcome!
Comment: I’m really glad to see those interactive kinetic games attached to the wall next to the circulation desk, they’re a boon to (those of us) with a couple of rambunctious kids.
Response: Thank you! We like them too.
Comment: 2 Bicyclists love the library! Or maybe it’s that library patrons like to bike. Either way the bike racks are always full and it makes me sad to have to chain my bike to a bench or sign. Any chance we can get more bike racks?
Response: The new TCAT building is slated to include additional bike racks. There are also bike racks located behind the TCAT bus shelter.
Comment: As one who has over the years, been overdue… At times I have been long overdue. If you want to get the many thousands of dollars owed to you, restrict internet access until fines are paid. Internet access at the public library is a privilege that is bestowed upon us. It is not an obligation owed to us.
Response: Thank you for your comments. Fines are directly associated with borrowing privileges and not related to other services provided in the library.
Comment: This is most unwelcoming library I have visited –met with unkindness – spoiled the visit to your community.
Response: Truly sorry you feel this way. I wish I had more information on your experience.
Comment: 2 patrons want key tags for library cards.
Response: This is under consideration for next year. Unfortunately we have just ordered library cards for this year.
Comment: The graphic novel, Stuck in the Middle, is a truly inappropriate book for any age especially young people.
Response: This title received a starred review in library literature and fits into our collection policy.
Comment: More large print books especially non-fiction
Response: Will refer your request to Adult Services
Comment: A simple machine to buff DVDs and extend their life and viewing pleasure. Often DVDs are so scratched that they will not play.
Response: Please place a note on DVDs that will not play or that skips. We do have a cleaning machine that will fix most of these problems.
Comment: Thank you for finding Ithaca Journal obit from 1904 in under 15 minutes.
Response: Thank you.
Comment: You’re wonderful (finding IJ article in a database)
Response: Thank you.
Comment: Need a color printer
Response: Under consideration
Saturday, July 12, 2008
Patron Comments - July 2008
Comment: I like the new monitor at the reference desk.
Response: Good!
Comment: Telephone system frustrates me.
Response: Please give more details so we can help.
Comment: I profoundly object to the changes that you have made to the parking on Green Street. It is extremely disrespectful and inconvenient.
Response: The parking situation is out of our control; it is a temporary situation due to the completion of the Cayuga Green project. Please be patient.
Comment: How about a large plastic model of a human skeleton for educational purposes?
Response: Sounds intriguing but probably more appropriate in a museum than in a library. We have many sources, print and digital, that would be excellent for learning about the human body.
Comment: I am happy that the you have finally added a globe!
Response: Thank you!
Comment: You guys are the best—I love that you embrace new technology, especially the downloadable books.
Response: Thanks!
Comment: You deserve a raise—you gave me location information for three series.
Response: O.K. we’ll take the raise!
Comment: How about a donation box in the library to collect books for the Friend of the Library booksale?
Response: The Friends have considered this and are not able to commit to picking up materials on a regular basis.
Comment: Youth website is fabulous! I’m a librarian in Alabama and I’m finding your site to be a great example—love the way its organized.
Response: Thank you!
Comment: Patron very happy to see more poetry books.
Response: Thank you!
Comment: Patron very complimentary toward Tamara for her selection of DVDs.
Response: Thank you!
Comment: Please enforce your rules about noise in the library, especially cell phone usage.
Response: We will remind Security Services to be more vigilant. Thank you.
Comment: Unhappy about security guard enforcing rules
Response: We expect our patrons to follow our rules; the security guard is there to ensure that the rules are being followed.
Response: Good!
Comment: Telephone system frustrates me.
Response: Please give more details so we can help.
Comment: I profoundly object to the changes that you have made to the parking on Green Street. It is extremely disrespectful and inconvenient.
Response: The parking situation is out of our control; it is a temporary situation due to the completion of the Cayuga Green project. Please be patient.
Comment: How about a large plastic model of a human skeleton for educational purposes?
Response: Sounds intriguing but probably more appropriate in a museum than in a library. We have many sources, print and digital, that would be excellent for learning about the human body.
Comment: I am happy that the you have finally added a globe!
Response: Thank you!
Comment: You guys are the best—I love that you embrace new technology, especially the downloadable books.
Response: Thanks!
Comment: You deserve a raise—you gave me location information for three series.
Response: O.K. we’ll take the raise!
Comment: How about a donation box in the library to collect books for the Friend of the Library booksale?
Response: The Friends have considered this and are not able to commit to picking up materials on a regular basis.
Comment: Youth website is fabulous! I’m a librarian in Alabama and I’m finding your site to be a great example—love the way its organized.
Response: Thank you!
Comment: Patron very happy to see more poetry books.
Response: Thank you!
Comment: Patron very complimentary toward Tamara for her selection of DVDs.
Response: Thank you!
Comment: Please enforce your rules about noise in the library, especially cell phone usage.
Response: We will remind Security Services to be more vigilant. Thank you.
Comment: Unhappy about security guard enforcing rules
Response: We expect our patrons to follow our rules; the security guard is there to ensure that the rules are being followed.
Thursday, June 12, 2008
Patron Comments - June 2008
Comment: Patron upset that Glen Gould videos have been weeded
Review: Will review with the selector
Comment: There should not be a fee for holds and ILLs.
Review: The 50 cent fee only partially offsets the handling of these items.
Comment: Parents with young children would like Internet access in Youth Services
Review: Will review
Comment: Meeting room in the rear of the library is being used as cell phone booth.
Review: Will review with Security
Comment: Cell phone rules are not be enforced.
Review: Will review with Security
Comment: New entrance makes it difficult for people with strollers—have complained about this before
Review: This complaint has been forward to Tompkins County Facilities which owns and maintains the building and is working with the door contractor to adjust the railing.
Comment: Your front entrance needs to be cleaned up and spruced up—perhaps flowers?
Review: We agree and have forwarded this request to Tompkins County Facilities.
Comment: My poster on the community bulletin board has remained up for several days—a good thing!
Review: We’re happy, too!
Comment: Would like to be able to add more than $20 on my print card
Review: In our experience, many users either lose or leave print cards behind, with money encoded on them. It is an easy task to encode more money so we keep the amount that is to be encoded low to reduce the risk of loss.
Comment: Parents of an IC student here for graduation used microfilm of Ithaca Journal and saved to a flashdrive—very pleased!
Review: Good!
Comment: 93 year old made an appointment to learn how to e-mail and reports that she is really looking forward to learning how to do it!
Review: Great!
Comment: Wanted to check out but did not have my library card and was prevented from doing so. Isn’t there a way to look me up by name?
Review: Requiring a picture ID or a library card protects both you and the library from unauthorized use of your library account.
Comment: Where is the globe that I keep requesting?
Review: Globe is here.
Comment: The Circulation clerks should just check out people, they do not need to chat up patrons.
Review: Some people need special attention. We do try to balance your need for speedy check-out with our goal of delivering pleasant customer service.
Review: Will review with the selector
Comment: There should not be a fee for holds and ILLs.
Review: The 50 cent fee only partially offsets the handling of these items.
Comment: Parents with young children would like Internet access in Youth Services
Review: Will review
Comment: Meeting room in the rear of the library is being used as cell phone booth.
Review: Will review with Security
Comment: Cell phone rules are not be enforced.
Review: Will review with Security
Comment: New entrance makes it difficult for people with strollers—have complained about this before
Review: This complaint has been forward to Tompkins County Facilities which owns and maintains the building and is working with the door contractor to adjust the railing.
Comment: Your front entrance needs to be cleaned up and spruced up—perhaps flowers?
Review: We agree and have forwarded this request to Tompkins County Facilities.
Comment: My poster on the community bulletin board has remained up for several days—a good thing!
Review: We’re happy, too!
Comment: Would like to be able to add more than $20 on my print card
Review: In our experience, many users either lose or leave print cards behind, with money encoded on them. It is an easy task to encode more money so we keep the amount that is to be encoded low to reduce the risk of loss.
Comment: Parents of an IC student here for graduation used microfilm of Ithaca Journal and saved to a flashdrive—very pleased!
Review: Good!
Comment: 93 year old made an appointment to learn how to e-mail and reports that she is really looking forward to learning how to do it!
Review: Great!
Comment: Wanted to check out but did not have my library card and was prevented from doing so. Isn’t there a way to look me up by name?
Review: Requiring a picture ID or a library card protects both you and the library from unauthorized use of your library account.
Comment: Where is the globe that I keep requesting?
Review: Globe is here.
Comment: The Circulation clerks should just check out people, they do not need to chat up patrons.
Review: Some people need special attention. We do try to balance your need for speedy check-out with our goal of delivering pleasant customer service.
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