It was pleasing to note that many compliments were received about the high standard of service provided by the library and praise for help received from staff in general or specific individuals. Specific comments were forwarded to individuals or teams within the library. All complaints were investigated and suggestions considered by the relevant library team.
The introduction of a new automated library system which controls both the issuing and return of books and the catalogue. There were some initial teething problems with the catalogue which prompted a number of complaints, but these were dealt with as they occurred and are now all solved. A fault with the courtesy notices later in the year also caused a flurry of comments forms, but we are happy to report that this fault has now been addressed.
Despite close liaison with the University Estates Office, the library continues to be either too hot or too cold for users. The library Building Manager and porters monitor temperatures on a day-to-day basis and request any modifications to the temperature or humidity controls. Additional cleaner time has now been made available in the afternoons to help keep the public toilets in a better condition.
Notices and manifestations have now been added to the new front doors after some complaints regarding users walking into the glass doors, and additional notices have also been posted to aid users when queuing for services.
All queries regarding specific electronic resources were followed up with the individual users. We rely on vigilant users to inform us when resources are not working as it is difficult to monitor the thousands of electronic journals we subscribe to, and are pleased to receive comments from patrons to enable us to maintain accuracy and access.
Particular issues which emerged from an analysis of the comments received are listed below.