Patron Comments - March 2005

Comment: Amount of noise disturbing.
Response: I am glad that the security guard was able to help you with this.

Comment: Security guard is overzealous and obnoxious.
Response: The security guard’s job is to enforce the rules of the library (see above). We expect that this will be done courteously and fairly.

Comment: Like renewals on-line.
Response: It is a convenience that we all appreciate.

Comment: Renewals on-line—directions are too small to follow.
Response: We hope that our new computer catalog system will make this easier for you.

Comment: Staff is courteous and friendly.
Response: Thank you!

Comment: Grateful for Internet access.
Response: Thank you!

Comment: New book shelves are empty.
Response: We are disappointed also that our acquisitions budget is so meager.

Comment: Door alarm set off, unwarranted.
Response: This can be annoying.

Comment: Self check machine not desensitizing items; confusion about how to check out videos.
Response: We are working with 3M our vendor to check these on a routine basis. Signage will be added regarding video check out.

Comment: Paper notices are unreadable due to carbon smudges.
Response: You can receive these notices via e-mail, or you can go on line and check your account. A new printing system for paper overdue notices may be obtained later in the year.

Comment: Patron feels harassed by phone calls from collection agency.
Response: If you are currently making payments on your overdue accounts, you should not be receiving phone calls. Please see our Circulation Coordinator for help.

Comment: Thanks for finding my book!
Response: Thank you!

Comment: Pre-overdue notices are great.
Response: Thank you!

Comment: Glad you are open on Sundays.
Response: Thank you!

Comment: Get rid of or move Gates computers (for kids).
Response: The Gates computers are one of the most popular services in our Youth Services Department. Parents and librarians together must teach children appropriate use of computers.
Comment: Concern that video tapes are damaging his VCR player.
Response: Many of our videos have a high circulation rate and we are currently pulling many of the older titles off the shelves to reduce the likelihood of this happening.

Comment: Doors did not unlock promptly at 10:00 forcing people to stand in the cold.
Response: Our doors are programmed to open at precisely 10:00 a.m., but as you note, not all clocks are synchronized.

Comment: Need signage near the CDs explaining the organization system.
Response: Good idea, will follow up on this.

Comment: Thanks for all of your help, you’ve been great.
Response: Thank you!

Comment: Patron wanted to complain about flag outside, but phone system didn’t help direct his call.
Response: That can be frustrating!

Comment: Nice job with CD collection.
Response: Thank you!

Comment: Fines go to a good cause.
Response: Thank you!

Comment: Great collection in youth services.
Response: Thank you!

Comment: Would like picture books displayed on top of shelves.
Response: We are now doing that.

Comment: Handicapped parking impossible due to snow.
Response: We sympathize. Removal of snow along the sidewalks, curbs and bus stops is a City of Ithaca responsibility.

Comment: Doesn’t like phone answering system, wants a human.
Response: We do have volunteers who answer our incoming calls, but can always use more.

Comment: New to the area, loves the beautiful library.
Response: Thank you!

Comment: Would like work space at the microfilm machines.
Response: This is a good suggestion, and we’ll see what we can do.

Comment: Videos shelved on bottom shelf are too hard to see.
Response: We sympathize but due to the space available for videos, we must place them on the bottom shelves.

Comment: Why are rest rooms cleaned when there are users in the Borg Warner Room who need access?
Response: Will refer to County Facilities who are responsible for cleaning.

Comment: Add signage in restrooms that patrons should wash hands.
Response: Will posting a common sense sign like this really change the behavior of people?

Patron Comments - February 2005

Comment: Fix the CD section labels so that they stay in place
Response: Thanks, we’ll investigate

Comment: The CD separators keep popping out—can they be glued in?
Response: Will investigate, thanks

Comment: Upset over the lack of new books and a three week loan period for new books
Response: We are upset too, and are working to obtain supplemental funding so we can increase our acquisitions budget.

Comment: I dislike the computers in the kids area and think they should not be so “central” (from a mother of an 11 month old”
Response: Our computers are located where our staff can monitor their use and provide help when needed. Every parent needs to learn how to balance good books and reading with the natural attraction of media such as computer games, the Internet, etc. and we hope to be able to do more to help parents with this issue.

Comment: Loan period on DVDs which are multiples should be lengthened from one week –can’t possibly watch the whole thing in one week.
Response: Will investigate, thank you

Comment: Allow more time on the computers
Response: Unfortunately, the demand for computer time exceeds our supply of computers

Comment: I wasn’t allowed in the main section of the library at 4:55 p.m. even though the sign says that you are open until 5 p.m.
Response: The library begins to shut down operations 15 minutes before closing so that we can empty the building in an orderly and timely manner. Access to the library services at five minutes before closing is restricted to the circulation desk area (where you can return items, check out items or pick up items on hold)

Comment: No instructions on how to self check videos
Response: Will investigate

Comment: The exhibit which shows “ripped” books sends a bad message to children
Response: Art can be controversial—hoped that you had a good conversation with your child about why an artist would do this and what message was being conveyed.

Comment: So glad you are open on Sundays
Response: Thanks

Comment: Like the pre-overdue notices
Response: Thanks

Comment: Beautiful Library
Response: Thanks!

Comment: Like programs in Youth Services
Response: Thanks

Comment: Like Staff Service
Response: Thank you from all of us!

Comment: Tutor glad our GED collection is so broad
Response: Thanks

Comment: Loved our vendacard printing service
Response: Thanks

Comment: Concern over cleanliness of computer keyboards
Response: We do have volunteers who tackle this problem.

Comment: “many” records in catalog have no holdings attached
Response: There are two reasons for this:
If the last copy of title (holdings) is deleted, the information about that title may remain for up to thirty days, at which time an “automatic delete” is done for all of those empty records.
You may also see a title with no TCPL holdings; but other libraries do own the title. In this case, you need to get to a screen which shows the holdings of other libraries.
In either event, ask a librarian for help.

Comment: Would like back door
Response: Sorry.

Comment: Like collection
Response: Thanks

Comment: AV bookdrop chute sometimes jams, don’t feel comfortable leaving items there
Response: Yes, it does. You might try the bookdrops on the east side of the library which are less likely to jam.

Comment: From a TC 3 student—thanks for the help in getting books and articles for my report
Response: Thanks.

Comment: You’re the best!
Response: Thank you!

Comment: Self check stopped working mid=stream with strange message on it
Response: Sorry.

Comment: “It’s so nice dealing with you all.”
Response: Thanks.

Comment: Hard to do renewals online—no good directions
Response: If you call us, we can walk you through the process.

Comment: Thanks for providing free plastic bags
Response: You are welcome.

Comment: Thanks for the grace period
Response: You’re welcome.

Comment: More information about the library closing on staff development day, paper, radio
Response: We’ll try to do better next year.

Comment: Thanks for your recommendation of a ballet book
Response: You are welcome.

Children and Computers

Comment: You should allow children to use adult computers after storytime instead of making them wait in line for a child's computer.



Response: It would be extremely difficult and confusing to change the rules for certain times of the day and week. A better solution would be to increase the number of children’s computers.

Interactive Storytime

Comment: Children’s story hour should be more interactive.



Response: Will refer to the Youth Services Department Head; thank you for your suggestions.

CD Shelving

Comment: Shelve CDs on their sides



Response: For faster sorting and shelving (and therefore better service), we shelve CDs face out because this is where the call number can be found.

Pre-overdue Notice

Comment: I did not appreciate getting a pre-overdue notice from the library.



Response: Pre-overdue notices are sent as a reminder and a courtesy so you can avoid overdue fines. We will rephrase the wording to make it more friendly.

Romance paperbacks

Comment: The library needs separate romance novel paperbacks.



Response: Will refer to the collection development manager for consideration.

Thank you

I love TCPL, Thank you! Your Library Rocks!

Overdue Fines

Comment: Don’t charge “an arm and a leg” for a book that’s two days overdue.



Response: We offer a two day grace period for all overdue items, so contrary to your assertion that we “charge and arm and a leg,” we charge nothing!