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Customer Service Suggestions for all Libraries

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(May 6/18) Can the female student working at the desk on the weekends please try to keep her volume down? She can be heard by everyone on the second floor and when approached about this issue, she is very apologetic and remorseful but still continues to do it after 30 minutes or so have passed. Please, I love HSL and this employee is making it hard for me to focus.

Library response:

Thank you for the feedback. We are happy that you like the space and hope you will continue to love HSL.  We will remind our service desk staff to be mindful of their volume level when assisting patrons or speaking to colleagues.  Also note that there are designed silent study spaces in the library which you may wish to consider.  They are the individual study carrels on the lower level. Please contact me should you continue to have concerns.

(May 7/18)
Answered by: Neera Bhatnagar (Head of Systems & Public Services, Health Sciences Library)

Categories: Customer Service, Health Sciences  |  Permalink

(Mar 23/18) I came into Health Sciences library with my broken laptop about two weeks ago and asked if I could borrow a mouse from either the library or take one from the computers. However, [one of the student library assistants] told me I could do neither. I was pretty upset, not at the library just at my self but then he proceeded to give me his personal mouse just to use, which I thought was AMAZING and I was able to work on my major thesis project rather than go home. I forgot to thank him but please let him know I appreciate it from the bottom of my heart and he really saved my day. It is the little things that count.

Library response:

Thank you for the kind words. We will let our student library assistant know that you appreciate his help. We have a few extra computer mouses stored in the back of the library. I'm going to make sure the student workers have a few on hand just in case another person has a similar request in the future.

(Mar 26/18)
Answered by: Jennifer McKinnell (Director, Health Sciences Library)

Categories: Customer Service, Health Sciences  |  Permalink

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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

(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