Customer Service Suggestions for all Libraries
(Feb 11/19) just posting this to recognize our awesome cleaners at Thode. First rate service.
Answered by: Anne Pottier (Associate University Librarian, Library Services/Facilities/Learning Support/Collections)
(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.
Answered by: Neera Bhatnagar (Head of Systems & Public Services, Health Sciences Library)
(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.
Answered by: Jennifer McKinnell (Director, Health Sciences Library)
(Nov 9/17) KEEP BRINGING OUT THE PUZZLES. LOVE LOVE LOVE THEM. everyone is talkings abut it!
Answered by: Jennifer McKinnell (Director, Health Sciences Library)
(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
Answered by: Jennifer McKinnell (Director, Health Sciences Library)
(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.
Answered by: Jennifer McKinnell (Director, Health Sciences Library)
(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 :)
Answered by: Jennifer McKinnell (Director, Health Sciences Library)
(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?
Answered by: Anne Pottier (Associate University Librarian, Library Services/Facilities/Learning Support/Collections)
(Oct 22/14) No one at the 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)
(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.
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)
(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.
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)
(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!
Answered by: Lynn Schneider (Supervisor, Circulation & Collection Maintenance, Health Sciences Library)
(May 20/14) Can there be more printsmart paystations please!
Answered by: Neera Bhatnagar (Head of Systems & Public Services, Health Sciences Library)