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Customer Service Suggestions for all Libraries

Suggestion

(Nov 9/17) KEEP BRINGING OUT THE PUZZLES. LOVE LOVE LOVE THEM.
everyone is talkings abut it!

Library response:

Thank you for the positive feedback. We are looking for other low-cost stress reduction library initiatives. If you have suggestions, please share.

(Nov 9/17)
Answered by: Jennifer McKinnell (Director, Health Sciences Library)

Categories: Customer Service, Health Sciences  |  Permalink
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(Jul 24/17) to all libraries: mills, thode, innis, and HSL.

it is much preferred when students are at the desk. they tend to be able to realate more to students and are more knowledgable about research and mcmaster online tools. it is also more comfortable for students to approach students. they should be on the desk longer throughout the day. thanx a bunch

Library response:

Thank you for your response. It is true that our student workers are excellent. I'm glad you find them so helpful. In the Health Sciences Library, our full time staff have additional educational credentials above and beyond what our students learn through our regular training programs, so in order to have a full range research supports, we will need to continue to have both full-time and part-time staff working in the library. I will share your comments with the service managers and ask them work on establishing a balance of staff with varying areas of expertise when they make the desk schedule. Please feel free to contact me directly if you have more feedback about our staff and services. Thank You.

(Aug 15/17)
Answered by: Jennifer McKinnell (Director, Health Sciences Library)

Categories: Customer Service, Health Sciences  |  Permalink
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(May 6/17) students at main desk in health sci are very polite and always welcoming. mills desk students
are never a acknowledging me or being friendly. poor experience at mills.

Library response:

Thank you for the feedback. I have shared your comments with our student workers and their supervisor so that they all know how much their hard work is appreciated. 

(May 12/17)
Answered by: Jennifer McKinnell (Director, Health Sciences Library)

Categories: Customer Service, Health Sciences  |  Permalink
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(Nov 17/16) Can students please be reminded that the library is for studying and that talk should be kept
to a minimum !! There are certain groups of students who are under the impression that the
library is a meeting / social space and do everything but study there. These students are
distracting to all of those around them and make it very hard for serious students to
actually study. If students are participating in group projects study rooms are available, if
HSL is busy other libraries also have these study rooms :)

Library response:

Thank you for bringing this to our attention. As you have pointed out, there are spaces in the library that are designated for group study (like the study rooms) and other areas that are designated for quiet and silent study. The following webpage provides an overview of these areas: http://hsl.mcmaster.ca/services/study/index.html. I will remind library staff to monitor the silent study areas, but if we miss something, please feel free to approach someone at the main desk and ask for assistance. There are however, spaces on the upper level, in the History of Medicine Room and in the Reserve Reading Room, where in conversation is permitted. If you would like more information about our silent, quiet, and group study zones, please contact me directly. 

(Nov 18/16)
Answered by: Jennifer McKinnell (Director, Health Sciences Library)

Categories: Customer Service, Health Sciences  |  Permalink
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(Feb 15/15) Hello,
Would it be possible to change to Thode retrieve from storage functionality to work like
the one for Mills/Offsite? For Mills/Offsite its one-click, so long as you are logged in,
but with Thode you have to copy-paste and enter data that is already in the system elsewhere.
The functionality has already been developped and implemented (and is already used at Thode
for Recall requests), so why not tweak the few lines of code it would take to implement one-
click storage retrieval for Thode?

Library response:

Thanks for the suggestion. We will check into this to see what we can do to provide similar functionality. As you say, we have done it once so we should be able to do it again.

(Feb 17/15)
Answered by: Anne Pottier (Associate University Librarian, Library Services)

Categories: Customer Service, Thode  |  Permalink
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(Oct 22/14) No one at the desk.

Library response:

This comment was submitted through our Suggestion Box at the Innis Library Services desk.

Thank you for your comments and we apologize that someone was not available at the desk at the time you were in need of assistance.  Our staff member may have been away from the desk assisting another patron and it was taking longer than they had first anticipated.  If we are able to we always try to keep an eye on the desk whenever we need to step away from it.  We also have a bell at the desk closest to the entrance/exit gates you can ring to alert our staff member.  If you could please provide us with the day and time that it happened that will help us reevaluate our high demand times.

(Oct 22/14)
Answered by: Ann Pearce (Supervisor, Information Services, Innis Library)

Categories: Customer Service, Innis  |  Permalink
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(Sep 18/14) I find that the staff in Innis do an excellent job. The Librarians take the time to listen to you & process your needs quickly and efficiently.

Library response:

(This comment was submitted in the Suggestion Box at the Innis Library Services desk)


Thank you for your comments.  We're happy to hear about your positive experience at our Library Services desk.  I will pass along your comments to the Innis staff. 

(Sep 18/14)
Answered by: Ann Pearce (Supervisor, Information Services, Innis Library)

Categories: Customer Service, Innis  |  Permalink
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(Sep 14/14) The vending machine downstairs does not work and when Williams is closed there is no way to get any water. Even if you walk to MDCL there are no machines that vend water (that I have seen). It would be nice to grab a bottle of water sometimes if possible. Thank you.

Library response:

Thank you for letting us know abuot the vending machines. I will forward your concern to the correct person.

I share your frustration about the access to drinking water near the Health Sciences Library. There is an issue with the library water fountain and the water is unsafe for drinking.

The water in the library washrooms is safe for drinking. The accessible washrooms on both the upper and lower levels have faucets that can accommodate large water bottles. There are also drinking water taps available in the hospital cafeteria and beside the Tim Hortons on the 1st floor of MDCL.

 

Thank you for taking time to express your concern and feel free to contact me directly if you have any other questions. Thank you.

(Sep 15/14)
Answered by: Jennifer McKinnell (Director, Health Sciences Library)

Categories: Customer Service, Health Sciences  |  Permalink
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(May 20/14) I waited 10 minutes at the farther end of the circulation desk (the end which is near the reserve room) before the staff who was at the desk noticed I was waiting. Is there a way we can get around this issue? Thanks!

Library response:

I'm sorry that you had to wait for service at the desk.  Unfortunately, the setup of the desk doesn't allow staff to easily see when someone is waiting at the reserve station.  Installing a mirror is not feasible as it would still require staff to continually check it.  The best bet is for our library patrons to make their presence known to staff.  Our staff do appreciate it when they are made aware that someone is waiting and are not offended when someone asks for help by saying "excuse me" or "hello" etc.  Please feel free to let staff know you are there.  You shouldn't have to wait for them to notice you.  I will also remind our staff and student assistants to stay mindful and check the reserve station regularly to see if anyone is waiting.

(May 20/14)
Answered by: Lynn Schneider (Supervisor, Circulation & Collection Maintenance, Health Sciences Library)

Categories: Customer Service, Health Sciences  |  Permalink
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(May 20/14) Can there be more printsmart paystations please!

Library response:

PrintSmart is a campus-wide networked printing/copying system and is not a library service.  As such, those overseeing PrintSmart have changed the method of payment to add value to your account.  In May, they went to an online only payment system (http://printsmart.mcmaster.ca/). The advantage is you can now pay at any computer with Internet access rather than having to come into the campus libraries.  If you have any questions or concerns about the service, I recommend contacting PrintSmart directly printsmart@mcmaster.ca

(Jun 2/14)
Answered by: Neera Bhatnagar (Head of Systems & Public Services, Health Sciences Library)

Categories: Customer Service, Health Sciences  |  Permalink
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(Nov 30/12) (This comment was submitted via our suggestion box)
Youre appreciated!

Every time I come to the Innis Library there is a lady there who is most helpful, beyond help! If I have questions, she takes the time to answer them (all of them) and I dont know too much about computers.

Thank you Margit, keep up the excellent work.

Thank you,
Colette
Labour Studies - 2nd year

Library response:

Colette, thank you so much for your kind words.  Margit makes us proud of her dedication to helping our patrons at Innis.  We'll be very happy to pass along your comments to her.

(Nov 30/12)
Answered by: Ann Pearce (Supervisor, Information Services, Innis Library)

Categories: Customer Service, Innis  |  Permalink
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(Oct 30/12) I know the computers at Mills were recently replaced, but for some reason not all of
them work. I typed in google in the address bar, and as soon as I clicked Enter it
deleted it and put the mcmaster website in the address bar again automatically. The
icon kept turning as if it was loading, but nothing happened, and this was on two
different computers. Why are links not connecting as soon as you click them? Very
slow or unresponsive connection. Also, I am lamenting that we are discarding a huge
amount of books and sending them off to Syria of all places, as someone told me
during the Spring 2012 term. It seems books are disposable, but then if we lose a
book I was told it would be $100 charge to replace, regardless of the title, with an
additional $25 service fee. Good thing I found it but these charges seem arbitrary
and out of proportion, especially if its an obscure title that may be on the
chopping block anyway. Lastly, we appreciate good librarians in the library who know
the worth of good books! Thank you.

Library response:

Please do let us know the location and, if possible, the number of the computer that had these issues. We haven't had general issues of this type and would like to address the machine with the issues.

Regarding the loading speed, this is a chronic issue that results from a combination of factors, some of which we control, others of which are beyond us. We are working on solutions, and hopefully will resolve most of the issues in the near future.

(Nov 2/12)
Answered by: Dale Askey (Associate University Librarian, Library Learning Technologies)

Categories: Customer Service, Mills  |  Permalink
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(Oct 12/12) Please let us know who to correctly contact for technical issues. After being told to call one person who never returned my call and waiting for a week or two. I came into the library and spoke to someone who went out of his way to help me and emailed me to make sure I got everything working. If I had known to contact him directly our lab would have not had to wait for weeks to fix our internet issues. Please put a contact sheet on your website. Thanks again Shanni.

Library response:

Thanks for the feedback.  I’m sorry to hear that you did not receive assistance in a timely fashion though I’m happy that the Systems department was able to help in the end.  The best way to contact the Health Sciences Library for assistance is to call the Information Desk at 905-525-9140 x22327 or email us at hslib@mcmaster.ca. They will then connect you to the appropriate department or person.  The library also has a contact us page.  In order to investigate your experience, please contact me.  Neera Bhatnagar, Head of Systems, Health Sciences Library

(Oct 16/12)
Answered by: Neera Bhatnagar (Head of Systems & Public Services, Health Sciences Library)

Categories: Customer Service, Health Sciences  |  Permalink
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(Apr 11/12) Dear Medical Library Staff:
I attended your medical library this evening, and after working out the system as a Guest Login, and the print system that you utilize I was hit by an inability to print the journal documents that I had searched. While originally informed that EquiPrint would re-imburse for the articles that didnt physically get printed (due to running out of paper without warning ! that seems odd for such a sophisticated system), your front staff requested input from your technical support. I just wanted to thank you (and mostly Shani) for recovering the unprinted PDF downloaded journal articles that I had searched for my research. The time saved alone was much appreciated, and he handled the situation, managed to print my documents elsewhere, and my travel, search and evening were not lost while the system remained down.
I sometimes think that people dont get thanked enough when they come through for someone.
SO THANKS AGAIN !!!!!
Dr. Berge

Library response: Thanks for letting us know about Shani's exemplary service.  Technology is wonderful when it works and painful when it doesn't, which is why our staff, particularly our systems staff, puts people's needs first.  (Apr 12/12)
Answered by: Liz Bayley (Director, Health Sciences Library)

Categories: Customer Service, Health Sciences  |  Permalink
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(Jan 31/12) I just had a very helpful experience with a staff member at the Health Sciences Library, I think her name was Cheyenne, she went above and beyond to help me with a printing problem that I had. Keep employees like this at all cost, they make the library a helpful and enjoyable place to study.

Library response: Thank you so much for letting me know.   Cheyenne is one of our great student assistants.  I have passed your message on to her with my thanks for her wonderful work. (Jan 31/12)
Answered by: Liz Bayley (Director, Health Sciences Library)

Categories: Customer Service, Health Sciences  |  Permalink
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(Nov 1/11) Please take more care to enforce the law of no smoking within 9m of the buildng

Library response: Thanks for submitting this comment. We have a great deal of difficulty enforcing this policy at the tower entrance to the library (southeast corner); not so much at the main doors on the north side. We would appreciate everyone who notices someone smoking too close to the doors to ask them to move back. We will do this when we come across it as well.  (Nov 2/11)
Answered by: Anne Pottier (Associate University Librarian, Library Services)

Categories: Customer Service, Mills  |  Permalink
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(Oct 26/11) I met with a HSL librarian yesterday for a literature search consultation. She was so helpful and so constructive that I really feel the need to express my appreciation. She took the time to address my concerns in a systematic method that left me feeling fully equipped to tackle future literature searches very efficiently and thoroughly.

Thank you also to the librarians who were unable to help me but happy to pass along my request to the next individual.

Library response: Thank you for letting us know that you are getting the help you need in the Health Sciences Library, particularly that it has helped you to build your own skill set in an important area. (Oct 26/11)
Answered by: Liz Bayley (Director, Health Sciences Library)

Categories: Customer Service, Health Sciences  |  Permalink
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(Oct 9/11) Can somebody just tell Ines that she is amazing?

Thank you

Library response: Thank you for your kind comment about Ines.  We think she's pretty awesome too.  We'll be more than happy to pass along your comment to her. (Oct 9/11)
Answered by: Ann Pearce (Supervisor, Information Services, Innis Library)

Categories: Customer Service, Innis  |  Permalink
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(Apr 20/11) THANK YOU SO MUCH for opening 24/7! But I think this policy should not only be limited to exam periods. I know that all other universities have libraries that are open 24/7 throughout the year. I think Mac should have at least one library like that as well. Also, its very nice to see Innis open on weekends now. I think it was outrageous that they closed innis on weekends before. Thank you so much.

Library response: Thank you for your comments regarding both Innis and Thode.  The 24/7 hours at Thode was a pilot which was supported by Student Affairs and the MSU. We appreciate receiving your feedback.  Although there is no guarantee of continued funding for this service, your feedback and comments are valuable for us to have when we are planning how best to serve our library users in the future. 
(Apr 21/11)
Answered by: Lynn Schneider (Supervisor, Circulation & Collection Maintenance, Health Sciences Library)

Categories: Customer Service, Thode  |  Permalink
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(Feb 24/11) I love Health Sciences library and have been studying there for years with no real issues. However, when I was on the upstairs floor one day at the tables near the offices, I was eating a sandwich while studying. One of the staff? or people working at the offices? was walking by and really rudely asked me to put away my food because it was not permitted in the library. I told him that I had been doing this with no problems before but he was very abrupt and insistent I put it away. It was rather embarrassing and he was very rude. I looked at the policy online and found that cold food is allowed, so I was hoping that all the staff or people who work in the library could be informed of this. Thanks.

Library response: You are indeed allowed to eat cold food, including sandwiches, in the Library.  Hot and fragrant foods are not permitted because fellow users have complained about food odours.  We will review our food policies to ensure that they are correctly and courteously enforced.  My apologies for your unfortunate experience. (Feb 24/11)
Answered by: Liz Bayley (Director, Health Sciences Library)

Categories: Customer Service, Health Sciences  |  Permalink
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(Nov 8/10) Please dont turn off the light when there is still 15 minutes till library closes. we still have 15 mins left to be here. Thank you.

(printed suggestion, entered by staff, November 8, 2010)

Library response:

Thank you for bringing this to our attention. When we posted our closing time as 11:30 we expected that this would be the time that staff would be able to lock the doors and leave the premises. Your are correct in pointing out that this posted time is misleading. It suggests that students can continue to use the library facilities until 11:30, which is not really the case. We apologize for this confusion. We have reposted our Monday-Thursday closing time as 11:15. Closing times for other days of the week have also been adjusted.

Jennifer McKinnell, Head of Public Services, mckinn@mcmaster.ca

(Nov 17/10)
Answered by: Jennifer McKinnell (Director, Health Sciences Library)

Categories: Customer Service, Health Sciences  |  Permalink
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(Nov 2/10) Would it be possible to try a computer queue system? If there was a clear sign or roped off area - something to the effect of: line up here for next available computer. I think it would be very helpful at really busy hours in the library. I know it seems simple, but often times I am waiting to set up on a computer and someone bardges past and grabs one before I get to it. I think it would help keep things friendly. Thanks for your time.

Library response:

Thank you for the suggestion.  After careful consideration, the Systems Department determined that establishing a queue is not feasible in the current layout.  The Learning Commons on the upper floor of the library is not a contained room with controlled entrances so it would be difficult to prevent users from approaching the computers from different angles.  We find the busiest time of the day is between 10am to 4pm so you may find it easier to access library computers outside of these hours. Also note that there are additional library computers on the lower level outside of the Heersink Reading Pavilion or students can sign out a laptop to use in the library.   During the peak hours, you may want to consider using one of the campus Student Computer Labs or visiting the other campus libraries as an alternative http://library.mcmaster.ca/equipment/locations. Neera Bhatnagar, Head of Systems, Health Sciences Library

(Nov 3/10)
Answered by: Neera Bhatnagar

Categories: Customer Service, Health Sciences  |  Permalink
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(Oct 20/10) To Whom this may concern,

Disgusted by the complete disregard for noise levels in the Science
Library known as Thode. The least I expect is that areas
designated for quiet study should be so.

Why is there an excessively loud blender noise that resonates to the
second and third floor...maybe its because of a cafeteria set up on the main floor of Thode library. Who are the foolish brains behind making Thode into a student center and a makeshift coffee shop? Clearly not dedicated academics. Its ridiculous that the entire main floor becomes a
rowdy mall from 11am - 3pm, peak study hours... What happened to the concept of a library... a true center for learning... What a Joke this Library has become... but its no wonder - the leadership is not even remotely aware.

Lets see how the University fairs in the next rankings - there is only
one library that fosters a quiet study environment and that is Health
Sciences - unfortunately not all students can fit into one reading
room...no coffee shop setup in the library - we have three coffee shops within 200 meters of the library already, Mary Keys, Mohawk Building and BSB/JHE...

There should primarily only be book shelves and desks so that information can be absorbed...quietly and naturally...notwithstanding that there already is an area designated where students can eat their lunch within the facility... why compromise the integrity of the facility?
Start by posting a $12/hour job that includes book shelving and physically walking through the library to conduct monitoring..for the security and safety of a student... Lets not forget the honorable H. G. Thode, a man who obtained numerous academic qualifications and his personality was embodied within the library atmosphere...imagine what he would think walking into this place today as a Graduate and post graduate level academic and leader...where have our standards gone... weve dropped our levels to having to deal with some chump from Detroit : Good Riddens
Once a beacon for silent study - always pin drop silent has now morphed into a pathetic attempt to appease an ill conceived strategy.

Library response:

Thank you for your note. The University Library is dedicated to maintaining a variety of spaces for all students. Earlier this week the library administration met with a group of graduate students to discuss the future of graduate student space in all of our libraries. On their list of concerns was quiet study. In the coming months we will be moving ahead with plans to address their concerns. We recognize that there are many often competing needs and we are attempting to meet all of those needs, both for quiet study and for collaborative spaces, including cafes.  Jeffrey Trzeciak, University Librarian

(Oct 21/10)
Answered by: Lynn Schneider (Supervisor, Circulation & Collection Maintenance, Health Sciences Library)

Categories: Customer Service, Thode  |  Permalink
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(Aug 25/10) If you are going to shut down the entire first floor for renovations, please continue to provide circulation services–it is a library, after all, with books and physical reading materials, not just computers!–and indicate where those services can be accessed, both in the library and on the website. A sign indicating that the first floor cannot be accessed is not sufficient; nor is it sufficient only to provide self-serve checkout stations, particularly in the effort to retrieve ILL requests, etc.

Library response: Our apologies...the signage was misleading. We meant to indicate that the lobby area was unaccessible from the main elevators. We will try to be clearer next time. (Sep 10/10)
Answered by: Anne Pottier (Associate University Librarian, Library Services)

Categories: Customer Service, Mills  |  Permalink
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(Apr 17/10) The health sciences library offers many great services for students. Laptops, study rooms, supportive staff. Yet, if fails to ensure what every library needs, and thats silence. If you stand anywhere in health sciences library, it sounds like a part of the student centre.

The history of medicine room is an exception to this, but in a large and newly renovated library, this should not be the only exception.

I am not sure how to resolve this because the design of the health sciences library with open tables lends itself to such an environment, but perhaps having staff to remind students to be mindful of those studying could be an option.

thanks,

Library response:

We have several areas designated as quiet study space, including the History of Health and Medicine Room and the carrels at the bottom of the stairs, plus the Reserve Reading Room on the upper level.  In addition, we have a silent study area outside the History of Health and Medicine Room.

Over the past week, I have walked around the library to monitor the noise, and have found it to be much quieter than I have ever found the Student Centre!  We have reminded staff to monitor the noise too, particularly in the Silent Study area. The open design, especially the entrance and the staircase, are very challenging for noise containment.

We will be designing a sign to remind our patrons to respect the requirements of others for quiet to study.  This will certainly be in place for the next exam period in particular.

Thanks for bringing this to my attention,

Liz

(Apr 27/10)
Answered by: bannisl,Liz Bayley (Director, Health Sciences Library)

Categories: Customer Service, Study Space, Health Sciences  |  Permalink
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(Feb 9/10) Not a suggestion just a comment. I have used the online MSN messenger style help a few times now and wanted to say how incredibly helpful it has been. I get quick suggestions to exactly what I need help with. Keep up the good work.

Library response: Thanks...we will take that pat on the back! (Feb 18/10)
Answered by: Anne Pottier (Associate University Librarian, Library Services)

Categories: Customer Service  |  Permalink
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(Jan 4/10) Make this suggestion box more visible. (Paper suggestion left in the Suggestion Box in December 2009)

Library response: There was some discussion last year about whether we even needed a physical suggestion box, since most people were using the suggestion button on the library's main web page.  It is good that you thought to look for the box and submit a suggestion!  Yes, we will try to make it more obvious to those who still prefer pen/cil and paper.  Thanks! (Jan 5/10)
Answered by: Liz Bayley (Director, Health Sciences Library)

Categories: Customer Service, Health Sciences  |  Permalink
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(Dec 9/09) It is 10:30 in Thode. Second floor. Quiet Study Area.

The loudest noises this morning? Library employees, shooting the breeze (outside the photocopy room near the washrooms, and
the single office). Whatever happened to leading by example?

Library response: Thank you for your comment.  You are right, the second floor of Thode is designated as a quiet study area, and as such students should expect that staff will respect this.  I will make sure that this is addressed with Thode staff.  I apologize for the disruption. (Dec 9/09)
Answered by: Lynn Schneider (Supervisor, Circulation & Collection Maintenance, Health Sciences Library),bannisl

Categories: Customer Service, Study Space, Thode  |  Permalink
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(Nov 29/09) I would just like to collectively thank all of the library staff at Innis library.
Everyone goes out of their way to help, whether its searching for information online,
technology help, or signing out course reserves.
They make the time I spend in the library much more enjoyable, and sometimes, when I
wonder where all the good people have gone, I just need to look as close as the
library.
Many thanks

Library response:

Thank you so much for your comments.  I will pass along your comments to the Innis staff.  We are very pleased to know you find our service helpful and friendly.  It's encouraging to receive such positive feedback and we appreciate you taking the time to write to us.

 

Ann Pearce  (Supervisor, Information Services, Innis Library)

(Dec 1/09)
Answered by: Ann Pearce (Supervisor, Information Services, Innis Library)

Categories: Customer Service, Innis  |  Permalink
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(Oct 26/09) I would like to take this opportunity to thank you for providing the chat option for library assistance. It was extremely helpful, and comforting to know that I am able to speak with someone to help me if I come across a road block while researching no matter where I am. The individual I spoke to helped me very much. Thank you for providing such a useful service.

Library response: Thank you so much for your comment!  We are very pleased to know that you find the service helpful.  I will pass along your comment to staff in the library who are responsible for the chat service.  Thanks for taking the time to write and give us this feedback. (Oct 29/09)
Answered by: Lynn Schneider (Supervisor, Circulation & Collection Maintenance, Health Sciences Library),bannisl

Categories: Customer Service, Mills  |  Permalink
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(Oct 23/09) I was studying on the second floor of Thode (after walking past a Quiet Study Floor sign) when I was interrupted by a long
conversation in the stacks nearby. I asked a librarian to intervene, but she refused and implied that it was policy to not stop
such talking in the library.

May I ask why this is so?

The entire first floor has become a Loud Study Floor (even to the point where Ive seen students watching TV episodes on
the $3000 Power Macs) and pushed the serious students away. Are we now doing this to the rest of the upper floors? The
third floor isnt even accessible for study. Setting aside a corner of the basement is not acceptable after taking away three
floors that were previously quiet.

Library response: The libraries do tend to get "louder" at this time of year.  With regard to the second floor of Thode, it has been designated a Quiet Study area which means that normally, conversation is kept to a minimum as people are trying to study.  However, sometimes people may not realize that areas are zoned, and it may be worthwhile in the future for you to let those who are causing the disturbance know that they are in a quiet study area.  Our library staff will do what we can if the noise is excessive, although there is no guarantee that it won't get noisy again soon after.  If you require silent study, you will find numerous study carrels on the lower level of Thode on the north side. Please have a look at our website at http://library.mcmaster.ca/study-space for full information on our Learning Zones. I hope that one of these zones will suit your needs. (Oct 29/09)
Answered by: Lynn Schneider (Supervisor, Circulation & Collection Maintenance, Health Sciences Library),bannisl

Follow-up Comments:

Response to comment: Im sorry that you had a negative experience at Thode Library. I will make sure that staff are aware of what happened to you and that we try to handle these situations better in the future. (2010-01-13)


Categories: Customer Service, Study Space, Thode  |  Permalink
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(Oct 16/09) The support person, for an individual in a wheel chair, expressed concern about the difficulty of entering and exiting the reading pavilion. The glass doors do not have automatic door opening features. The support person felt the door were difficult to open and close while assisting a person in a wheel chair.

Verbal comments made on Oct 15, 2009; entered by staff C. Erskine

Library response:

Thank you for bringing this to our attention.  We will see if it is possible to add an automatic opener to one of the doors in the Reading Pavilion.  In the meantime, please ask one of our staff members to help you whenever you come into the library. 

UPDATE:  On further investigation we found that there IS an automatic door opener on the west door into the Reading Pavilion, the one closest to the bottom of the stairs but not the one more directly on the route from the elevator. 

 

(Oct 25/09)
Answered by: Liz Bayley (Director, Health Sciences Library)

Categories: Customer Service, Study Space, Health Sciences  |  Permalink
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(Jun 11/09) Im not sure if this is for all libraries but you guys REALLY should carry change for printers and photocopiers. Money is money and your machines do not accept currency that is not in the form of 5 dollar bills, loonies or toonies. Furthermore, the only cash source near the vicinity is an ATM machine which only deposits 20 $ bills. Usually I am in a rush when I am to use your printing services and since this is a service for students who dont normally carry a lot of money, you should upgrade your machines or carry the appropriate currency. I mentioned to this your staff after a particularly disastrous day (due to running around campus) and the staff curtly replied theres a coffee shop nearby, you know as if that was the obvious solution. NO! I dont want a cup of coffee, I just want to print my assignment and I should be able to do so with pennies, nickels, dimes, quarters and what have yous.

Library response:

I appreciate how frustrating it is to obtain change when you need to use in the print card vending machines located in the McMaster University libraries. Unfortunately, the library does not own those machines. The University contracts out the service to a third party. We have worked with the company responsible for the print cards in an attempt to arrange better service, but at the moment, we are limited by the technical limitations of the vending machines. We have also enquired about having a change machine in the Health Sciences Library but we have been told that this is not an option. Many individuals are not aware that the print cards can also be purchased in the Health Sciences Bookstore (located on the first floor of the hospital near the read elevators). They are equipped with cash registers and debit card machines, making it much easier to purchase or add value to print cards when you do not have exact change.

 

Jennifer McKinnell

Head of Public Services

(Jun 15/09)
Answered by: Jennifer McKinnell (Director, Health Sciences Library)

Follow-up Comments:

Fair enough but the problem was that I did have five dollars in exact change for the debt card but it was not in the form of a five dollar bill. Until the problem is remedied, I think it would be convenient if libraries carried some change on hand. (2009-06-17)

Thank you for taking the time to continue to share your concerns and suggestions. I agree that the entire process of obtaining change seems somewhat frustrating. Unfortunately, the maintenance and support of the print card vending machines is beyond our control. For security and accounting reasons, the Health Sciences Library cannot maintain a float to provide change. I have just confirmed that the print card vending machines will issue new cards regardless of whether the money inserted is a combination of loonies, toonies, or a five dollar bill. Quarters, dimes and nickels do not work. Jennifer McKinnell Head of Public Services Health Sciences Library (2009-06-17)


Categories: Computers/WiFi/Printers, Customer Service, Health Sciences  |  Permalink
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(Apr 27/09) Innis should acquire a coin change machine to go with the copy card machine.

Library response: Thank you for submitting your suggestion.  Prior to last September, our cash manager machine only accepted one dollar and two dollar coins, but a recent improvement now allows for the purchase of a copy card with a $5 bill as well.  After this improvement was introduced, we find the number of requests for providing change in the library has been greatly reduced.  We hope that most of our customers don't require change anymore to purchase a copy card, but if you find you do have a problem, please ask one of the Innis staff who would be happy to help you find an alternative. (Apr 27/09)
Answered by: Lynn Schneider (Supervisor, Circulation & Collection Maintenance, Health Sciences Library)

Categories: Customer Service, Innis  |  Permalink
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(Apr 17/09) I made a complaint over a month ago, requested a reply and left my email address. I have yet to receive any correspondence from the library staff although numerous complaints/suggestions have been addressed here on the online area. If you are going to leave a box for follow up replies on the comment card - make sure you do.

Library response:

Your previous hand written complaint was misplaced and I apologize for that.  Hospitality Services will be contacted to see if a solution can be found for the noise of the blender.   Thank you for the reminder and we will ensure replies are responded to promptly in the future. 

(Apr 20/09)
Answered by:

Categories: Customer Service, Thode  |  Permalink
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(Mar 19/09) There is not enough chairs in the second floor of Mills library during peak hours.

Library response:

I know it may appear that there are not enough chairs, but the real problem is that they get moved around a lot,between the Learning Commons and the rest of the floor, especially at this time of the year. Please know that there are enough chairs for every planned workstation and table on this floor. We spend an hour every morning putting things back!

(Mar 20/09)
Answered by: Anne Pottier (Associate University Librarian, Library Services)

Follow-up Comments:

Thank you for the quick response. As a first year student, I am overwhelmed by the size of libraries Mac has to offer and enjoy the quiet study areas found throughout the library! :) (2009-03-23)


Categories: Customer Service, Mills  |  Permalink
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(Jan 16/09) For the love of God is it so hard to keep stuff in supply, i.e. paper in copiers, staples in staplers! Its not like were not shelling out big bucks already @ 10 [cents] a copy![Written suggestion dated January 10, 2009]

Library response: We really do our best to try and keep paper in the photocopiers and printers and staples in the staplers.  We have found the size of the paper trays in the new photocopiers inadequate for heavy use, but we are working with the company to see if there is a solution.  We will ensure that staff is checking supplies regularly particularly in busy times, but please let someone at the desk know if paper or staples have run out.  (Jan 18/09)
Answered by: Liz Bayley (Director, Health Sciences Library)

Categories: Customer Service, Health Sciences  |  Permalink
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(Dec 6/08) Last Thursday afternoon, I could not find a couple of books in the stacks, so I asked Unable to Locate forms at the Mills Circulation desk. The Circulation attendant, most likely a temporary worker, advised me that these forms were unavailable at the desk, although they would be found on line. Yet, when I went home and looked online I found that these particular forms can only physically be obtained in the Libraries. Apparently, the Circulation attendant gave me inaccurate and misguided information. I believe the heavy use of improperly trained, nonprofessional (temp) personnel is a cause of disfunctionalities in library usage. May I suggest that the staff librarians should both spend more time training the temps properly and monitor the quality of the temps services more closely. Please, advise how can I alert the Library to the issue of 2 unlocatable books, short of returning to Mills.

Library response: Thank you very much for your suggestion and I'm sorry to hear you had such trouble.  The "unable to locate" form is indeed online available at the following link:

http://library.mcmaster.ca/forms/unabletolocate

I'm also copying your suggestion to the acting Director of Learning Support Services, Lynn Schneider, so that she can take any action required in regards to your comments about staff training.

(Dec 9/08)
Answered by: Catherine Baird (Marketing, Communications and Outreach Librarian)

Follow-up Comments:

Was that link even clicked on by anyone? It clearly says that the form is available only at the library and not online. (2008-12-10)

UPDATE: In the past the unable to locate form was not accessible from off campus locations. Due to this suggestion, we have decided to change this and make the form accessible both on and off campus. We are taking immediate action to make this happen and you should see a change in effect fairly soon. (2008-12-10)

FURTHER UPDATE: This form is now available from both on and off campus. Catherine Baird (Marketing, Communications and Outreach Librarian) (2008-12-12)


Categories: Customer Service, Mills  |  Permalink
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(Nov 26/08) Professors often assign the same few essay topics to everyone in the class which often leads to one student signing out many of the books on this topic. Not all professors put the books on reserve. Would it be possible to limit the amount of books a student is allowed to sign out?

Library response: There is currently no limit to the amount of books which can be checked out by a single borrower.  However, you can recall books that are signed out to other borrowers by clicking on the "Check Availability" link, then the "Checked Out" link in the catalogue and you will be notified when the book is ready for you to pick up.  In addition, you may also want to search for journal articles on your topic as they are often a good source for essay topics.  Many articles are available electronically.  Drop by the Research Help desk and the staff will be happy to help you find suitable articles and other materials on your topic.  I hope this helps. (Nov 27/08)
Answered by: Lynn Schneider (Supervisor, Circulation & Collection Maintenance, Health Sciences Library)

Categories: Customer Service, Mills  |  Permalink
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(Nov 18/08) Ive heard of a service offered at the University of Guelph that I feel may be embraced here by all students... Apparently, there is an individual (a staff member) at the library in Guelph whose job is to be available for students who wish their papers proofread by someone qualified to do so.. I think this would be a great addition to the library services...as it is sometimes difficult to find a friend who is willing, or has time, to proofread. Thanks,
M.Warkentin

Library response:

The library does not offer a proofreading service, but The Centre for Student Development offers a writing clinic (an academic writing development service using Peer Helpers to facilitate students in enhancing their academic writing skills).  A peer helper can look at a particular piece of writing and offer suggestions to improve the paper.  This is a free service and students can reserve appointments online through the CSD website at http://csd.mcmaster.ca/writing/index.htm  You can also obtain full details on the writing clinic service at this site.  The clinic is located on the second floor of Mills Library in the Learning Commons. 

I hope you find this service useful.

(Nov 21/08)
Answered by: Lynn Schneider (Supervisor, Circulation & Collection Maintenance, Health Sciences Library)

Categories: Customer Service  |  Permalink
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(Nov 12/08) Hi, I just wanted to say that I know the individuals on the chat get off at 9pm but if they are in the process of helping a student I think they should be able to stay online for 2min extra and answer the question in full. Other than that, the online chat is a very useful tool.

Library response: I'm glad you find our chat service useful!  Our research help staff are expected to fully answer questions, and/or to ask for contact information  if more in-depth research or follow-up is required.  Our staff will  normally stay online as long as necessary to complete the query.  Thank you for letting us know that this is a concern.  Your feedback will help us to provide the best possible service.
(Nov 14/08)
Answered by: Lynn Schneider (Supervisor, Circulation & Collection Maintenance, Health Sciences Library)

Categories: Customer Service  |  Permalink
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(Nov 10/08) I wrote a suggestion here a while back, it was made in the form of a letter to Thode
written as if Thode was a person (Im sure you remember). Although perhaps a bit
long, I wrote it addressing many things I found wrong with the library and have
received no response to it. To see suggestions like Dont turn the PA system on
people are trying to sleep on here and nothing regarding my comments is starting
demonstrate that only the comments that can be used to make the library look good are
being posted, is this true? If not, please post/answer my previous suggestion.

In case my previous comment got misplaced.

1) How much did we / Why did we spend so much money on the Mac Computers in Thode
when everyone logs into Windows anyway? Perhaps a survey could have been done. Was
there one? You dont need a Mac to log into WebCT or look at Morris.

2) Libraries used to hold books not meetings. Why are we getting rid of books and
quiet areas and replacing them with places for people to meet in groups to discuss
things. Its very rare that people require books from the library when they meet up in
those groups so, why do they have to meet in the library anyway? If they need to meet
in a group, they can take a library book out and bring it to their meeting point
which is somewhere far away from a quiet zone.

3) What is the point of the self checkout option in Thode? How much did we spend on
that? Is a librarian going to lose a job? Can this machine help us look for books,
make suggestions as to where to look for information or say Hello and smile? Can this
machine do its work when the power goes out?

Library response:

Thank you for your patience and we apologize for not responding to your original suggestion in a reasonable amount of time.

 Please let me explain that it was not at all an attempt to screen a suggestion that contained critical messages about the library.  There are about a half a dozen people who respond to suggestions that come into this online forum and sometimes a response is posted very quickly, particularly when it is an issue that can be easily addressed by a single person (such as checking the volume on our PA system).

In other cases, and this was the case with your suggestion, we want to bring the comment back to an upcoming meeting at the library and get input from various people involved.  The Thode project is a large one and involves people from various units of the library.

 We realize now that this delay could easily be perceived as trying to screen a suggestion that contains some criticism of the library.  We also appreciate that we are not truly responding to either of your comments with this note, but promise that a response is coming soon. The lead on the Thode Renovation project, Associate University Librarian, Vivian Lewis, will post a response shortly.

Thank you again for your patience.

UPDATE:   

Dear Heart Broken:  Once again,  we apologize for the delay in responding to your comment.  We have spent considerable time talking about your message.  Your note touched on several issues – each involving different people and groups within the Library.   We will try to do a better job of posting your comments quickly – even if we don’t have an immediate  or complete answer to your concerns.

Funding:  You mentioned in your note that the money spent on Thode could have been better spent on books or structural improvements.  I can assure you that the Thode Renovation Project is being funded through private donations.  Tuition fees and University operating funds have not been used to pay for the new construction or furnishings that you see.  We are always very pleased when donors express a strong interest in enhancing learning spaces on campus.  Their gifts benefit many students from across campus.  They fund upgrades that we could never dream to support through our own budgets.   

The New Mac Computers: I can assure you that we negotiated a very good bulk discount on the new machines.  The machines are dual boot – so users can chose whether to boot to Windows or Mac.  We’ve purposely set the default to Windows for now – since the preliminary suite of software that we’ve loaded works best in that environment and the boot-up process takes a fair bit of time to do.  I think you’ll find that, as we unroll more specialized software and people become more accustomed to the Mac environment, more and more users will chose to boot to Mac.  In the coming weeks, you’ll see information posted about drop-in sessions on using a Mac.
A few other things to note about the new machines:

    * The Macs are much more easily configured for grid computing (i.e., using the resources of robust networked computers to solve large-scale computation problems).
    * Macs have many advantages for multimedia work.  The Mac Pro’s (the ones with the larger monitors), will be developed into a multimedia cluster to support this kind of work.
    * Macs do not experience the virus problems associated with Windows environments.

Noise:  We acknowledge that the 1st floor of Thode is a busier, noisier place than it was before.  Gate counts have climbed since the new furniture and equipment were introduced.  That isn’t going to change – nor do we want it to.

That being said, we agree that noise has become an issue in Thode during this phase of the renovation project.  We are introducing a white noise system in the coming weeks to reduce the problem.   In coming phases, we’ll be introducing a glass wall to block the noise from the first floor creeping up through the building.  When the renovation is complete, the 1st floor will be noisy, the 2nd floor will be quiet and the 3rd floor will be silent.

Self-Check Machines:  The new self check machines allow us to free up staff time to do higher-level work.  The machines also reduce repetitive strain injuries – historically a common problem for staff working on circulation desks.  Finally, they provide more confidentiality for patrons signing out materials on potentially controversial topics.  Self check-out machines have become fairly common in public and academic libraries across North America.  Watch for additional self-check machines to be introduced in our libraries.  Further into the future, you can also expect to see self check-in machines.

Our Hope: Without belabouring the “broken hearted” metaphor too much longer…Don’t let this quarrel come between us.   We hope that we can still be friends.

On a final note, much as we hate to hear that we’ve disappointed you, we enjoyed your creative flair.
 

Vivian Lewis

Associate University Librarian, Organizational Analysis

 

(Nov 12/08)
Answered by: Catherine Baird (Marketing, Communications and Outreach Librarian),Vivian Lewis (Associate University Librarian, Teaching, Learning and Research)

Categories: Customer Service  |  Permalink
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(Nov 7/08) Please get more headphones in stock. They are never available to borrow.

Library response:

Thank you for your comment. The library has only a few sets of headphones available for lending.  We have not been replacing them as they break down, largely because hygiene is a concern with multiple borrowers using them.   However, several styles of earphones are available for purchase from the vending machine on the second floor of Mills Library.  You may also prefer to bring your own personal set of headphones to use in the library.  I hope one of these solutions will work well for you.

(Nov 11/08)
Answered by: Lynn Schneider (Supervisor, Circulation & Collection Maintenance, Health Sciences Library)

Categories: Customer Service, Mills  |  Permalink
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(Oct 29/08) Hello. I think the Meebo service is great, however, the one person responding to meebo and the myraid of students at the information desk delays a quick response. Also, searching the library catalogue also disconnects me to my meebo conversion, causing great frustration. Perhaps there could be more than one meebo person at Mills, in addition to the one staff member at the information desk on the second floor. Innovation at its Finest

Library response: Thank you for your comment and suggestion.  Our Instant Messaging service is normally provided by library staff who are not providing personal service on the Research Help desk at the same time.  However, there are times when a single staff member must cover both services. We try to limit the times when staff are doing both.  We are sorry you've experienced frustration searching the library catalogue while connected to Meebo.  One suggestion for you to try is to open up another tab, leaving the catalogue in one tab, and Meebo in another. This will keep your chat box live.  It is sometimes a challenge during very busy times to respond immediately to instant message questions.  However, we will continue to monitor response times and make improvements where we can. We appreciate your feedback on our services. (Oct 29/08)
Answered by: Lynn Schneider (Supervisor, Circulation & Collection Maintenance, Health Sciences Library)

Categories: Customer Service, Mills  |  Permalink
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(Oct 27/08) It would be FANTASTIC if Mills had more headphones that could be checked out. Currently, I believe there are only four! This kind of defeats the purpose of having a space for listening to music in the library. I personally dont find the earphones in the vending machine a viable option because a)Id have to BUY them B) I doubt theyd last (C Their sound quality is probably nowhere near to that of headphones. Thank you so much!

Library response: Thank you for your comment about the headphones.  You're right, we have a minimal number of headphones available for public loan.  We carried a larger number of headphones for many years, but maintenance of these items became a problem as they aged.  In addition, hygiene was a concern so the Library decided that, in order to solve the maintenance and hygiene issues, we would offer earphones for sale in the vending machine.  Several styles of headphones are available for purchase from the vending machine, so one of these may work well for you.  We find that many people prefer to bring their own personal headphones/earphones to the Library for use with the music equipment and computers, which you are welcome to do. (Oct 28/08)
Answered by: Lynn Schneider (Supervisor, Circulation & Collection Maintenance, Health Sciences Library)

Categories: Customer Service, Mills  |  Permalink
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(Oct 20/08) I received a huge amount of help from a library staff member in the Research Help Dept. She assisted me in a matter that was clearly not in her job description and I thank her.

Library response: Thanks for letting us know! (Oct 20/08)
Answered by: Catherine Baird (Marketing, Communications and Outreach Librarian)

Categories: Customer Service, Mills  |  Permalink
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(Jun 14/08) I just tried the online Instant Messaging service offered through the library HelpDesk. I got a response in two minutes and an answer within 5 minutes to a very specific searching problem I was having. I would suggest that this service be more broadly advertised and then expanded as interest and use increases. Great job reaching a broader audience.

Library response: Thank you so much for taking the time to tell us!  We plan on doing some increased promotion of this service in the Fall. (Jun 18/08)
Answered by: Catherine Baird (Marketing, Communications and Outreach Librarian)

Categories: Customer Service  |  Permalink
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(Jun 11/08) Overall I would say that the library is fairly efficient for the students. However, I have a couple of really easy suggestions to assure that the staff assists, rather than conflicts, with Mcmaster Students. Firstly, if you have a large sign stating that the library closes at 5pm, close the library at 5pm (not 4:45). If the front desk closes at 4:45, but that in large print (rather than having it lie within the fine print-no one will read that if the large print is explicitly declaring closure at 5pm). Secondly, please fix your book recall system. Many of the students working over the summer are in dire need of specific literature. The system currently in place is not completely successful at recalling. Thirdly, the entire concept of having some books accessible online for 5 mins is rather absurd. E-books should be available for an indefinite time. Fourth, some of the staff has not been trained properly. I have been charged for returning a book on reserve too late, when in reality, a staff member didnt scan the book in the right manner. Really just some simple ideas that would help relieve some tension, and assure satisfaction among library users.

Library response:

 Thanks for taking the time to make so many suggestions.  I'm going to pass all of these along to different people in the library since they involve a number of different library operations.


Update:

Thanks for your comments about the closing signs in Mills Library. When we prepare to update these signs, we will certainly take this suggestion into consideration. In the meantime, our library hours on our web page give full details about openings and closings, and the closing tapes which start playing 1/2 hour before closing warn our patrons about the clearing of the stacks and study areas starting 15 minutes before the building is closed.

Regarding the recalls situation, we're a bit unclear about what the issue actually is from your comment. If these are materials for a course currently in session and your classmates need access, please ask your professor to put these materials on 2 hour reserve. This ensures access for everyone in your class. If this is not the issue, please let us know.

Concerning the short viewing time for some e-books: The purpose of the 5 minute time period is to give users a quick look to see if the book appears to be something they would be interested in using for a longer period of time. If so, there is then a choice to borrow the book for a term of 1 or 7 days, or to make a request that the library purchase a copy of the e-book. Loan requests are approved within 24 hours, but often as quckly as minutes after the request is submitted. Using this system permits the library to make an additional 50,000 ebooks available to our users, something we could not do if we have to purchase these outright. Please don't hesitate to let us know if you do encounter any difficulties using these titles. You are welcome to contact our Collections Services Librarian, Wade Wyckoff (wyckoff@mcmaster.ca)

 

(Jun 11/08)
Answered by: Catherine Baird (Marketing, Communications and Outreach Librarian),Donna Millard (Director, Library Services, Social Sciences and Humanities),Anne Pottier (Associate University Librarian, Library Services)

Categories: Books/Journals/Databases, Customer Service, Hours, Mills  |  Permalink
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(May 29/08) Hello:

With the new school year approaching, it would be quite helpful if there was a Health Sciences Library sign by the main entrance to the library, and a clock near the Circulation Desk. The renovated library was completed by the end of February 2007, so have these items been forgotten?
Thank-you.

Library response:

Oh no, these haven't been forgotten, just delayed.  You may have noticed that the front entrance has recently been re-renovated, with more glass and a railing to stop people from walking into the glass.  We wanted to wait until this work was complete before the "Health Sciences Library" sign was added. We have chosen a design for the sign, and this should be added this summer.  The idea for a clock by the Circulation Desk is being considered although it's tricky to find a location.  There is a clock over the print stations on the upper level which is large and pretty visible.

UPDATE: A sign saying "Health Sciences Library" has just been added above the entrance door to the library.  (Posted by Liz Bayley (Director), August 29, 2008)

(Jun 6/08)
Answered by: Liz Bayley (Director, Health Sciences Library)

Categories: Customer Service, Other, Health Sciences  |  Permalink
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(Mar 24/08) Why cant we enter the library on the first floor, either through inside or throught the glass area?..It is very annoying and difficult to go up and down staircases.

Library response:

When I responded to a very similar comment on the 6th of February, I said the following: "An entrance to the Health Sciences Library on the first floor of the building is not a possibility both for security reasons and for practical reasons. Entrances are also exits and they have to be staffed so as to make it possible for library users to take material out of the library when they leave. We can afford to staff only one entrance/exit to the Health Sciences Library, and that is on the upper floor of the library, where it has been since the library opened about 40 years ago. Switching the main entrance to the lower floor would make little sense to most of the people in the Health Sciences Centre (who are our primary user group) since the second floor is the main floor in this building and they would then have to descend one floor further to enter the library."

I am sorry you find the staircases a problem; do you know that we have an elevator inside the library that you can use to travel between the two floors?

The long and the short of it is that we can have only one entrance/exit in the Health Sciences Library, and the current entrance on the second floor is designed to be convenient for the people who work in the Health Sciences Centre since the second floor is the main floor of the building.

(Mar 31/08)
Answered by: Tom Flemming (Head of Public Services, McMaster University Health Sciences Library)

Categories: Customer Service  |  Permalink
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(Mar 24/08) Why are there no photocopiers on the first floor, when you enter the library?

Library response:

I am sorry you are having difficulty locating photocopiers, but since I am not really sure which library is being referred to in this comment, let me say at the outset that all campus libraries have photocopiers on their "first" floors.

If the comment is actually directed at the Health Sciences Library, I want to let you know that we have copiers on both floors we occupy in the Health Sciences Centre.

On the upper floor, where you enter the library, the copier is located in the Reserve Reading Room because that is the only place on the upper floor where there is a collection which may need to be copied.  On the lower floor of the Health Sciences Library, there are four more photocopiers.  One is located in HSC 1B12, and three more can be found in HSC 1B21.  These rooms are located at either end of the lower floor, so as to make copying easily accessed from all parts of the collection on the lower floor.

Information about the location of self-serve photocopy machines in each of the libraries on campus can be found on this page of our web site:

http://library.lib.mcmaster.ca/copying/selfservice.htm

 

(Mar 31/08)
Answered by: Tom Flemming (Head of Public Services, McMaster University Health Sciences Library)

Categories: Customer Service  |  Permalink
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(Mar 22/08) Is it possible to disinfect or clean the public computer keyboards, perhaps, monthly? They get dirty quite easily from the high volume of use. Thanks!

Library response:

We agree that the keyboards do get dirty considered the constant use they get! 

Unfortunately it is very difficult to do this during term since there is never a time when these computers are not in use so we can only schedule this type of cleaning beginning in May.

Please feel free to use the hand sanitizer which is provided at all service points at times when they seem especially bad.

 

(Mar 31/08)
Answered by: Anne Pottier (Associate University Librarian, Library Services)

Categories: Computers/WiFi/Printers, Customer Service  |  Permalink
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(Feb 7/08) While re-doing Thode, it would be great if there was a coffee/tea vending machine or cafe area incorporated into the design. Even simpler, and better for cash strapped students would be a hot water dispenser for students to make their own tea & instant coffee.

Library response: There are plans for a cafe on the first floor of the renovated Thode Library. And we will keep your suggestion about a hot water dispenser in mind. (Feb 8/08)
Answered by: Kathy Ball (Library Director, Science & Engineering, University Library)

Categories: Customer Service, Thode  |  Permalink
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(Feb 6/08) I want a first-floor entrance to the Health Sciences library.

Library response: An entrance to the Health Sciences Library on the first floor of the building is not a possibility both for security reasons and for practical reasons. Entrances are also exits and they have to be staffed so as to make it possible for library users to take material out of the library when they leave. We can afford to staff only one entrance/exit to the Health Sciences Library, and that is on the upper floor of the library, where it has been since the library opened about 40 years ago. Switching the main entrance to the lower floor would make little sense to most of the people in the Health Sciences Centre (who are our primary user group) since the second floor is the main floor in this building and they would then have to descend one floor further to enter the library. (Feb 6/08)
Answered by: Tom Flemming (Head of Public Services, McMaster University Health Sciences Library)

Categories: Customer Service, Health Sciences  |  Permalink
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