PATRON COMMENTS - October

Comment:  I have a slight problem.  I got on an airplane and flew to the other side of the planet and realized when I got to work that the DVD my wife and I checked out of Ithaca-Tompkins County Public Library was still inside my laptop. Your outstanding staff has addressed this problem with great kindness.  Please accept my sincere thanks. 
Response: Thank you for your positive feedback.  The staff are very dedicated to providing outstanding service to a wonderful community.

Comment: Tutors are awesome but have a closed in room would be better for a “quiet atmosphere” in the Library.  Loud conversation today in the periodical section with tutor and student. 
Response: Thank you for your suggestion. The Ezra Cornell reading room offers a quiet study room.

Comment: I love this library!  I know funding is tight that’s why I’m surprised and disappointed when I see all the lights on at night and when the library is closed.  Is that just a coincidence that I see them on when I walk by or could this be a cost-saving opportunity? 
Response: Thank you for your concern.  The lights are on a timer and are on because of the night crew that cleans the library.  

PATRON COMMENTS - August & September

Comment:  Please replace the bathroom doors.  Not everyone washes their hands (obviously).  Being forced to open a door with a door knob makes it pointless to wash my hands here!  Thank you. 
Response:  Thank you for your observation.  We will forward your comments to facilities for consideration.

Comment:  You need to hire a few people of color that are visible to make this library more inviting.
Response:  The Tompkins County Public Library values diversity in our workforce and we are taking measures wherever possible to increase the diversity.  Our hands are tied by civil service as we are required to hire from a list. Only applicants that are reachable on the list may be interviewed for positions.

Comment:  Get rid of the awful screens by check-out.  Offensive to have moving pictures and ads in our faces.  If you want to show the check-out info screen, fine, but keep it blank the rest of the time.  Just one more intrusion of technology into our lives.
Response:  Thank you for your suggestion.  We have an equal number of patrons who make positive comments about the information on the screens.  The self-checkout machines are an alternative to by-pass this technology and would by another option.  Please let us know if you would like instructions on using the self-checkouts.  We are happy to help.

Comment:  Could you please keep the Y/J/P shelving carts in the youth services section while they are waiting to be shelved?
Response:  Thank you for comment and suggestion.  Unfortunately this is not practical as the unsorted carts are available for patrons to browse.  The carts are then sorted, items put into the proper order, and prepared for shelving in the circulation office area.

Comment:  Please acquire film “Fire” from director Deppa Menta.  It’s part of a trilogy.  Note you have the other two.  “Earth” and “Water”  Thank you. 
Response:  Your request has been forward to the librarian selecting DVDs.

Comment:   Please consider purchasing DVDs for young people on ancient civilizations:  Egypt, Greece, Rome, China, Inca, Aztec, Maja.  5th and 6th grade social studies curriculum. 
Response:  Thank you for your suggestions, which have been forwarded to the youth services librarians.  We would also expect the school libraries to have these topics either in the school or through their BOCES.

PATRON COMMENTS - June & July

Comment:  The “Not New but Worth a View” shelf - specifically science fiction/fantasy segment, has wonderful suggestions, but many of them are sequels or later books in trilogies.  Much as I would like to read them all, it would be a much greater service to people, who just want to pick up something quickly, if they are stand alone or first books in the series. Thanks  
Response:  Thank you for your observations and your comment. We are very pleased that this display has been valuable to you.  Your suggestion will be given to the selectors for this display.

Comment:  Impressive art work by the IHS students!  They should get personal credit on the cases, or at least a way to contact them for sales of art.
Response:  We agree that we have very talented students and grateful that they are willing to share their work for this exhibit.  We will pass on your comments to the Ithaca High School instructor, who curates the show.

Comment: The handicapped stall in the women’s bathroom is in horrible condition.  The stall door lock is defective, and door pops open whenever other stall doors are closed.  Also the toilet in the stall flushes so violently that it sprays water all over the stall.  Thank you for your attention to this matter.
Response: Thank you for your comments.  We will share them facilities to address these issues.

Comment:  I love you all!  This library ROCKS!
Response:  Thank you.

Comment:  The new search program is not easy to use.  The former version was much easier by far.  Searches come up that aren’t relevant in the least.
Response:  Thank you for this feedback.  Your comments will be shared with the computer services department responsible for the online catalog.

Comment: Get volume 9 of “Ken Burns Jazz” on DVD please.  Thanks! 
Response: Thank you for the purchase request.  Your request will be sent to the librarians, who select the materials. Forms to request titles are available at all the public services desks, in the online catalog at the bottom of the right hand bar, and on our website http://tcpl.org/  under “Contact us” or “how do I….?

Comment:  When the community read is announced/ advertised it would be good to explain how/who/why the book was chosen.  Thanks! 
Response:  The community read book began  as a partnership with Cornell University10 years ago when the library was awarded  an American Library Association traveling exhibit on  Frankenstein the same year that title was chosen as the freshman read.  Cornell selects the title and provides 2,000 copies which are distributed by the public library to schools, other public libraries, organizations and book clubs.  

PATRON COMMENTS - May 2012

Comment:  textarea: This calculator is useful and very interesting!  I have some suggestions (sorry, I work on evaluation for a living):  If you asked for usage per month (regardless of how often people visit) you'd probably get more accurate info.   But even as is, it's cool!
Response:  Thank you for your suggestions and your analysis.We are very happy that you like the calculator. This is an opportunity for our patrons to see how much they are saving by using the library.

Comment:  My seven year old daughter would like there to be a shelf in the children’s section with books that kids who belong to our library have written.  The books would be non-circulating but available for patrons to carefully browse.
Response:  Thank you for your wonderful suggestions.  We will pass this idea onto youth services staff to see if this could be a future program.

Comment:  I found the ladies room littered with several sheets of toilet paper early this afternoon.  How Rude!  Although I think it’s amazing a sign would be needed, perhaps one will help.
Response:  We are sorry the room was left in this state.  The public restrooms are cleaned several times a day every day.

Comment:  I think there should be a little room with toys.
Response:  Thank you for your suggestion.  

Comment:  Could you add a second soap dispenser in the women’s room to the left of the left most sink?
Response:  Thank you for your suggestion.  We will consult with facilities.

Comment:  Would like you to consider re-subscribing to hard copy value line.  
Response:   Unfortunately due to a reduced collection budget we had to evaluate the use and expense for all our tools. Value Line is a wonderful tool, but expensive and was only used by a handful of patrons. Also there are many reputable websites that offer financial information. Our reference librarians can help you find the information you need.

Comment:  Please install exterior trash cans.  This would help when you’re closed and minimize pollution.  Thank you.
Response:  Thank you for your suggestion.  Unfortunately we found that when we had exterior trash cans that they were used by people who would bring their household garbage here.  The interior trash cans eliminated this problem.

PATRON COMMENTS - March & April 2012

Comment:  Please buy Sonoma Rose by Jennifer Chiaverini.  Thank you!
Response:  Your request has been given to the selectors. 

Comment:  Purchase request forms are available at all the public services desks in the library as well as on website and in the sidebar in the online catalog. 
Response:  These requests go directly to the selectors for a quick follow-up on requested titles.

Comment:  Put an umbrella holder near the door so my umbrella won’t wet your floor.
Response:  Thank you for your suggestion.

Comment:  Four weeks is better than 3 for time out!
Response:  Most items can be renewed for an additional three weeks if no one is on the waiting list.  Only the high demand collection of new books cannot be renewed. 

Comment:  Make library “card” available as a key ring attachment(like the “cards” supermarkets and drug stores use)
Response:  Thank you for your comment.  Currently there is an option to have a key ring library card.  Patrons may choose either the full size card or the key ring card.  Patrons may purchase a new card from the circulation desk for $2.

Comment:  Drive-thru drop-off box would increase library use significantly for parents with young children, since returns in-person is a big production presently.
Response:  Thank you for your suggestion.  We would love to have a drive-through drop box.  However there is no room to do this safely.  There are return slots outside the front of the library and 15 minute parking spots.

Comment:  Hi, love you, but I haven’t seen any new plays (812) in years, what’s that about?
Response:  Thank you for pointing this out.  This information has been given to the Librarian, who selects titles for this subject area.

Comment:  This library has a great selection about gay & lesbian teens, but only 2 novels about trans teens, and no non-fiction specific to trans teens.  Please provide more resources for transgender youth!
Response:  Thank you for bringing this need to our attention.  Librarians are looking for titles to fill this gap in the youth services collection.

Comment:  A lot of movies are unplayable. Could you ask people to send a little note to let you know what’s bad?
Response:  Thank you for your comment.  We do encourage patrons to let us know when a DVD or audiobook is not working properly.  The library has a machine, which cleans and does minor repairs on disks.

Comment:  Please mark the MP3 cases more clearly – they look just like books on disc.
Response:  Thank you for your comment.  This is a good suggestion, which we will talk to technical services where the items are processed.

Comment:  Offer writing class for kids (that includes 10 year olds).  Last year you did a free 5 session course with local authors – it was great!  Have a sign up for email notification for kids programming on website.  Put it and other sign-ups for email list on homepage.  You have one but it’s hard to find and I don’t know if it includes kids programs.
Response:  We appreciate your suggestions for promoting and registering students for our programs.  We will be investigating the email notifications.

Comment:  I am disappointed. There was not one audio cassette tape in the library. With my new –old vehicle, I require these cassettes. I would have had a more enjoyable car trip.   Literally half the children’s books on tape/cd shelf is empty.
Response:  Thank you for your comments.  We are sorry you were disappointed.  Our collection of audio cassettes was eliminated because the cassettes were worn from heavy use and replacements were no longer available in that format. 
 

PATRON COMMENTS - January 2012

Comment:  As the Finger Lakes are an emerging wine region, it might be nice to consider expanding your wine section.
Response: Thank you for your suggestion. Your suggestion has been shared with the acquisitions librarian.

Comment: A DVD should be renewal based on the number of total hours not the number of disks, for example Auschwitz, inside the Nazi State.
Response: Thank you for your suggestion.

Comment: The library art book collection is great! It would be wonderful to expand it. Thank you.
Response: Thank you. Your comment has been shared with the acquisition librarian.

Comment: Game day is great fun for my family. Thank you.  Game day is awesome.
Response: We are thrilled that you enjoy this program, which is run by wonderful volunteers.

Comment: Patron called and said the collection agency is giving the wrong phone number for the library and the wrong extension for circulation.
Response: Thank you for this information. We are double checking with the agency to ensure that correct information is provided.

Comment:  Extra time on computer more than 65 minutes.
Response:  Demand for the computers is very strong. To provide equal access to all our patrons, we provide one hour day on our computer stations. There is also free wireless for anyone who has a laptop or mobile device.

Comment: Please keep kids programs on Tue & Friday. Thanks!
Response: Youth Services storytime programs will return in February. In the meantime we have play time in the Thaler Howell room with great new toys. Please join us.

Comment: I LOVE THE LIBRARY.
Response: THANK YOU! You are welcome.

PATRON COMMENTS - December 2011

Comments: Love the Library! Please, please, please make better signage in the audio book area. I check out audio books often and find the section non-user friendly. It would be very helpful to have more signs on shelves (not just shelf ends) showing where to find things. Response: Thank you for your suggestion. We will review the signage in the audio book area and see what we can do to provide more help.

Comment: Wonderful service at reference. Wonderful computers and printers.
Response: Thank you for your comments. It means a great deal to us to get your feedback.

Comment: Thanks! You just saved me $50!
Response: We are delighted that we were able to help.

Comment: Would the library consider selling water? Would we consider a vending machine?
Response: Thank you for your suggestion. We have consulted with vending companies and they have indicated that the return would be too low to justify the service here.

Comment: Logging in to many of the computers means spending a few minutes disabling the various TOOLBARS…Yahoo, My Web Search(?) etc., which people have layered. Each makes the viewable screen smaller. Please disable this ability. Thanks
Response: Thank you for your comments. The internet computers are in heavy use throughout the day. Efforts have made to provide access to the most information to the biggest percentage of our patrons.

Comment: I think the library should have a wider variety of movies and books on tape.
Response: Thank you for your comment, which has been shared with our acquisitions librarian. We would also encourage you to suggest titles if we are missing some desirable items. Purchase request forms can be found at all the public service desks and on our website tcpl.org

PATRON COMMENTS - November 2011

Comment: I found the Value Calculator very interesting indeed. I knew I loved my local library for many different reasons but to put an actual dollar amount on it was a fantastic idea. I calculated the amount of my bi-weekly trip and found the results to be as accurate as possible.....the yearly cost would be off the charts. Thanks
Response: Thank you very much for your positive comments. We value our community and want to provide the best possible service.

Comment: Lamps on tables?
Response: Thank you for the suggestion. We will investigate the possibility.

Patron Comments - October 2011

Comment:  I would love to have books on tape by Louie L’Mour. I listened to everything currently held. Thank you.
Response: Thank you for your recommendations.

Comment:  The lighting stinks. How about some free natural light from skylights, like Walmart does?
Response:  Thank you for your comments. We do have skylights in the Avenue of the Friends and there is plenty of natural lighting in the North Reading Room.

Comment:  My sincere thanks to the reference librarians for their help when I had a computer problem!
Response:  Thank you. We have a very talented staff who are dedicated to providing the best possible service.

Comment:  Please get more of the Mythbusters DVDs. So fun and so educational.
Response:  Thank you for your recommendations.

Comment:  There are a lot of young people hanging out during the day on Green St. next to the library. And it’s become the new hang out and smoking spot all Day! SAD. Now I hesitate going to the library like I avoided the commons.
Response:  Thank you for sharing your feedback. We will be posting No Smoking signs around the exterior of the library. If you would like to talk more about what you are experiencing, please contact me at scurrie@tcpl.org.

Comment:  I like the books and DVDs.
Response:  Thank you.

Comment:  Please put a “No Smoking” sign out front.
Response:  We will be posting No Smoking signs around the exterior of the library.

Patron Comments - September 2011

Comment:  We enjoy a reading time with children in the nice reading area on the sofa next to the information desk in the Youth Area. However, we feel children are disrupted by comics on the shelf right next to the reading area. I as a parent try to encourage kids to read books, not comics yet, so I would appreciate very much if you can consider moving comic shelves to other areas. Thank you.
Response:  Thank you for sharing your reading experiences and suggestions with us.

Comment:  I think there may be a mold problem in the vent over study tables in NE corner of periodicals. It makes me cough and hoarse to sit there, and a student of mine sneezes every time. Not true elsewhere in the library.
Response:  Thank you for letting us know about your experience in this area of the library.We will contact Facilities and ask to have this checked out.

Comment:  Can you please put baby changing table back in handicapped stall? It is nasty to have to walk by and be forced to watch and smell a mother changing her baby’s diaper. I am a mom – but it is different when it is not your child.
Response:  We are sorry this was an unpleasant experience for you.

Comment:  I locked the computer to talk to library staff and it was almost out of time when I came back. It’s ridiculous, then they tell me it keeps subtracting time while you’re away and reference was snotty when I said it wasn’t for sending a resume. Even if it wasn’t for employment everyone should get extra time even if they are doing “silly” stuff according to your “rules”.
Response:  We are sorry you had a difficult time. We have very dedicated staff who try to be as helpful as possible and we have a tremendous demand for computer time. If you would like to talk more about this situation, please contact me at scurrie@tcpl.org so that we can schedule a time.

Comment:  More Inspector Morse DVDs please!
Response:  Thank you for the suggestion.

Comment:  You are my life saver when we are in town- have a summer place where there is not internet access. Wanted a recipe for making soap bubbles for entertaining her grandchildren.
Response:  Thank you so much for your feedback. We are so happy we were able to help with your information and technology needs.

Comment:  I can never get an Ithaca Journal to read. Someone always has it. 4-5 times a day I look! Get more!
Response:  Thank you for your suggestion. We do have two print copies available and the current day’s news is available free of charge online.

Comment:  Can you please carry a new series for teens-these are books by George R.R. Martin. Right now only Trumansburg has one and they won’t let us have it. There are five books in the series – All bestsellers.
Response:  Thank you for the purchase suggestions.

Comment:  CDs are overdue in 1 week. Heimat is a 6 CD (12 hours) set. Please extend the lending period on multiple CDs so that people can have a reasonable chance to finish or make them renewable. Thanks Thank you for this suggestion.
Response:  We will review our policy about multiple CD sets.

Patron Comments - August 2011

Comment: I love this library, they have great movies and the computers are great. I will come all the time.
Response: Thank you for your positive comments. We have a talented, dedicated staff who love providing resources and services to a wonderful community!

Comment: Play a little music but quietly. This library is awesome, good books and movies. Enough time on computers.
Response: Thank you for your suggestion. Music is such a personal preference it would be impossible to accommodate the variety of tastes. In addition a number of patrons expect the library to be a quiet place. In this day and age this is very difficult to accomplish, but we try to reduce the sound level.

Comment: Please keep getting the videos as good as you are. Love It!
Response:Thank you for comments. We are very happy that you are enjoying the collection.

Comment: Please do something to encourage the “loiterers” who congregate on the side of the building to move along and not block the sidewalks for pedestrians. They seem to be there quite frequently in increasing numbers. Thank you! “A concerned mother”
Response: The library is also concerned about the situation. We have increased monitoring of the area outside the library and spoken with the groups of young people gathering on the sidewalk. They have been told that they may not block the sidewalk and that they may not congregate in that area. The Ithaca City Police Officers have also spoken with the groups regarding blocking the sidewalks and moving to another area.

Comment: We LOVED the doll making (Bendi Dolls) workshop. PLEASE have workshops this fall and winter for elementary-aged children. I.e. Knitting, painting, drawing, clay and arts! In our climate inside options in cooler weather are great!
Response: Thank you for your comments. We too love the dolls and the exhibit and will direct your suggests to our public programming and community relations coordinator.

Patron Comments - July 2011

Comment: Suggestion – Have a motorized chair available for patrons who have difficulty walking.
Response: Thank you for the suggestion. We do have an automated cart at the front entrance of the library for this purpose. We can investigate the purchase of an additional cart.

Comment: I hope you can do away with the monitors at the checkout counters. They interfere with human to human contact.
Response: Thank you for your feedback. They have been helpful for providing additional information to patrons. We have dedicated staff at each station to help maintain the human to human contact but we will certainly carefully track the use of the additional monitors to make sure they are not interfering with customer service.

Comment: For your “families” theme this month, could you please display a photo of a gay or lesbian family too? We use the library too, and it’s hurtful to be excluded. Thanks.
Response: Thank you for this suggestion. We will make sure that our displays represent everyone who lives in our community.

Comment: Monitors are distracting at circulation.
Response: Thank you for your feedback. We will carefully track the use of the additional monitors to make sure they are not interfering with customer service.

Comment: Great Library! Keep it up!

Response: Thank you! We love our community and love providing services, resources and materials.

Comment: A World on Fire by Amanda Foreman.  New York Times Book Review July 3, 2011.
Response: Thank you for the purchase suggestion.

Patron Comments - May 2011

Comment: I think the library should have a wider variety of movies and books on tape.
Response: Librarians select DVDs and audiobooks from a wide variety of resources and strive for a diverse and well rounded collection.  We welcome your suggestions for titles not in our collection.  Patron request forms may be found at any of our public services desks and on our website tcpl.org  under the “contact us” dropdown menu.

 

Comment: About 28 years ago, in the old library location, I dropped my 8 year old son off for a movie.  When I picked him up and asked how he liked the movie, he said,”Oh, I forgot to go.”  He had discovered TinTin and was so engrossed he forgot all about the movie.

Response: Thank you for this wonderful story.

Comment: The number of audio books on CD that can be checked out at a time should be increased.
Response: Thank you for your suggestion.  We have already made the change and you may now have 5 audio books checked out at any one time.

Comment:  We LOVE our library!  Equal access to information is essential to a healthy democracy.  Thanks for being an important part of our vibrant community.

Response: Thank you!  We are in total agreement.

Comment: Find funding for replacing the NYS law books.

Response: Thank you for your comment.  The law books are expensive to maintain and to keep up to date.  Much of the information is available online and our reference librarians can help you with your search.

Comment: I LOVE your “young person’s” art exhibit. It has moved me so much I have cried.

Response: We are very happy that you are enjoying this wonderful exhibit created by students from the Ithaca City School District.

Comment:  Great art show by the local high schoolers!!!  Impressive.

Response: Thank you.  We are very fortunate to have a community with such amazing talent.

Comment: I was returning a friend’s book.  I wanted to check it out and was told I could not.  It needed to go back on the shelf first.  That is silly!  A reader is a reader.  Please change this policy.
Response: Thank you for your suggestion.  This is a policy which we will be reviewing.

Comment:  I am being a bit sarcastic, but not all “large print” readers like mysteries with cat protagonists. 
Response: Thank you for your comment. The library now has kindles and nooks available for checking out for one week.  These reading devices allow you to control the size of the text.  They are preloaded with titles.  They also allow you to download eBooks from our Overdrive service.  Reference desk librarians are happy to help you learn more about this service.

Comment: I should be allowed more time on the internet if there are available computers.
Response: The demand for access to our internet computers is consistently high.  It is our goal to provide equal access to everyone.  Occasionally there are empty stations that allow patrons to get onto the internet quickly.

Comment: I am only allowed 5 DVDs on my county card.  It’s hard for me because I live far away.  In the past I could check out 3 DVDs at Dryden too. 
Response: The county card is a new service to increase the ease for all patrons in using all the Tompkins County Libraries.  We are still reviewing and modifying our policies and procedures.

Comment: As of now TCPL audiobooks are only loanable to Tompkins County libraries. Would you reconsider this policy? From a Cato patron.
Response: This policy will be reviewed.

Patron Comments - April 2011

Comment: There seems to be a number of smokers gathering at the entrance by the sidewalk lately and patrons are forced to walk through a cloud of smoke to enter the library.  Could the smokers be deterred please?

Response: Thank you for providing this feedback. We will review the signs indicating the “no smoking” areas. 

Comment: I love this library.  But not the new flashy screen at the checkout.  Do we need it?

Response: Thank you so much for using the library and for your positive comments. The large screen allows us to provide announcements about new library services, policies and programs. We have had many positive comments about having an additional space where announcements are made.   

Comment: PBS NOVA Elegant Universe DVD

Response: Thank you for the purchase suggestion.

Comment: Upstairs/Downstairs full series BBC requested, many of the collection was VHS tapes now 9 are very popular right now as PBS has started a new series again.

Response: Thank you for the purchase suggestion and noting that this series may once again become very popular.

Comment: I’d love to see more children’s art* in the kids’ section at their eye level.

*As in:  produced by children or kids could bring in their collections.

Response: Thank you for this suggestion. We do have a student art show each June with art from the High School but we agree having a children’s art show is a lovely idea. We will share this feedback with the art exhibit coordinator.

Comment: This library is a vital part of the community.  You all provide a service to us all.

Response: Thank you so much for your positive feedback. The staff are very dedicated to providing outstanding service to a wonderful community.

Comment: Please make the NEW books renewable even for one week.  Some of them are very lengthy (eg. Freedom by Jonathan Franzen)  Thanks.

Response: Thank you for this suggestion. One reason for the short loan time is that there is so much demand for the new items.

Comment: I am shocked, stunned, appalled, disgusted – to find that the new combined cards seriously limit the number of items I can take out.  Please reverse this nauseating plan.

Response: Thank you for your feedback. We will share your feedback at a meeting of the County libraries