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Customer Service Suggestions for all Libraries
(Feb 27/24) Do not send emails to group email addresses we have been added to without consent, which we have no way of removing ourselves from. Your library survey email was a disaster and has led to probably 100s of
people receiving endless spam to email inboxes. An apology is certainly necessary and a fix immediately applied.
Library response: Thank you for your note concerning the library survey email message that resulted in an unfortunate flurry of spam-like content coming into your inbox.
This issue has been resolved. Your email information remains confidential, and you should not receive any further spam-like messages associated with the survey. The technical issue caused no security, data or
privacy breaches.
We know some unintended recipients were also included on the distribution list, and we are working to resolve that in the future.
Thank you for your patience and understanding,
McMaster University Libraries
(Feb 29/24)
Answered by: Lynne Serviss (Associate University Librarian, User Services and Community Engagement)
(Feb 11/19) just posting this to recognize our awesome cleaners at Thode. First rate service.
Library response: Thanks so much for sharing this wonderful compliment with us. We will forward this along to the custodians and their manager! (Feb 11/19)
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.
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)
(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)
(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)
(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)
(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)
(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)