Comment date: 4/4/12

You have such lovely staff. They shine on all levels. Helpful customer service. Helpful beyond their duty. !!

Elizabeth Warner-Davies

Head of Library Customer Support

Comment date:  30/3/12

Allowing people to take laptops into the library is very frustrating. There's nothing worse when you need silence to revise/work and all you can hear is someone typing. Very often they're not even working. I saw someone yesterday walk into the main library, turn on a fan, start eating and he was just chilling on facebook.

People shouldn't be allowed to bring in a laptop. There are dedicated PC clusters that they can use if they really need a computer to use. They shouldn't be allowed to use a computer in any of the quiet areas

Elizabeth Hewett

Library Services Manager

Comment date: 20/3/12

1) The internet connection is so poor. Every day I come to the library it takes me at least 15 minutes to connect and when I do it is slow and inconsistant. The main library on campus should have perfect internet as it is pertinent to our studies.

2) the library is too hot

Thank you

I am extremely sorry that the wireless network in the Main Library has been so unreliable recently and I entirely understand how frustrating and inconvenient this must have been for you. Please accept our apologies for this situation. IT Services have been working hard to rectify the matter and several attempts have been made to identify the cause of the problem and restore the service to normal. Late last week a new controller was installed running new software and the introduction of new hardware and software appears to have solved the problem. Currently the wireless network in the Main Library is operating normally, but we are keeping the situation under a close watch and should any deterioration occur we will take immediate action to resolve it. Please accept our apologies for the problems that you have experienced in the recent past.

I am also very sorry that the heat in the Main Library has been uncomfortable for you. The library building is very old and the age of the building's infrastructure can make it difficult to regulate things like temperature effectively. I will speak to the Buildings Manager and see if more can be done.

Regards

Andy Dodds

Library Customer Support Manager

Comment date 20/3/12

the internet is absolutely terrible. My laptop can never connect to the wi-fi and when it does it is horrifically slow. For the main lirbary of a university, it is frankly embarrassing and not acceptable.

I am extremely sorry that the wireless network in the Main Library has been so unreliable recently and I entirely understand how frustrating and inconvenient this must have been for you. Please accept our apologies for this situation. IT Services have been working hard to rectify the matter and several attempts have been made to identify the cause of the problem and restore the service to normal. Late last week a new controller was installed running new software and the introduction of new hardware and software appears to have solved the problem. Currently the wireless network in the Main Library is operating normally, but we are keeping the situation under a close watch and should any deterioration occur we will take immediate action to resolve it. Please accept our apologies for the problems that you have experienced in the recent past.

Regards

Andy Dodds

Library Customer Support Manager

Comment date 14/3/12

I suggest that wireless printing system should be introduced in the library.

Quite a large number of students are bringing in laptops or tablets in the library nowadays. When they want to print out something they need to find a computer in the library which is quite limited during daytimes when people with a laptop trying to find a computer. It lower the efficiency of those people who really need a computer.

Thank you

Thank you for this suggestion. There are plans to purchase wireless printers in the relatively near future, (though not for this session). I agree with you that the ability to print wirelessly would be of benefit and increase efficiency for users of laptops and tablets.

Andy Dodds

Library Customer Support Manager

Comment date: 12/3/12

I have just been forced to return from the library again because the internet is so incomprehensibly slow. I appreciate it is busy but as the main point of study for the University surely it is an absolute necessity that the internet works properly all of the time? There are larger institutions than the University of Birmingham Library and they seem to manage. I would like to know what is being done to resolve this issue as the problem has only worsened over the past couple of weeks.

Dear (library user)

I am sorry that the internet in the library is causing a problem. IT Services are not aware of a problem with internet speed, but there is a problem at the moment with the wireless network in some Zones of the Main Library. If you are using a laptop, and connecting wirelessly in LGC or GC (ground floor and lower ground Zones) of the Main Library, it is likely that the issue with wireless connectivity is affecting you. I do not at present have any details as to when the wireless problem will be diagnosed and fixed, but IT Services are working to achieve a solution as a matter of urgency and the issue has the highest priority. I understand that the problem affects Zones LGC and GC in particular. If you are unable to use wireless normally in these Zones staff at the IT Service Desk are able to reconnect you on request. I entirely appreciate how frustrating this must be for you and if the problem persists until tomorrow I will make further enquiries with IT Services on your behalf and get back to you with an update.

Regards

Andy Dodds

Library Customer Support Manager

Dear (library user)

As a follow-up to my earlier message, I am sorry to have to say that IT Services are as yet unable to remedy the problems with the Main Library Wi-Fi although they have attempted a number of different solutions. I am pressing them as hard as I can to resolve the matter quickly; they have a meeting this afternoon with the company that looks after Wi-Fi in our building and I know that they are taking the problem very seriously.

I am acutely aware of the kind of frustration and inconvenience that a slow or unstable internet connection can cause and I am very sorry that Main Library users have been affected by this type of problem. Please accept our apologies for this situation. I know that IT Services are working hard to rectify the matter and I will let you know as soon as a fix has been found.

Andy Dodds

Library Customer Support Manager

Comment date:  2/3/12

Hello there!

I am a PhD student from the Department of Theology and Religion of our University. I would like to share an experience for the alarming bell in our Main Library.

In my country Taiwan, we also have some similar system of "alarming bell" in libraries. Everytime when the closing time is approaching, the librarian will play some light or classic music with smooth melody to remind guests and vistors, after working so hard till late night, it is their time to pack their stuff and go home.

Compared to the "alarming bell," would it be better to use some lovely musics when the library is closing?

Thanks for going through my opinion.

Thank you for your email, with such a lovely idea.

It was lovely to receive an email that acknowledges that we need to sound the closure of the library, but also with some positive thoughts on how we can improve the system. I really did like this idea.

Unfortunately the current library does not have a loud speaker system, so we will need to run with the bell at the moment.

However, I will certainly put your idea forward for the ideas for the new library.

Caroline Moore

Facilities Manager

Comment date:  22/2/12

This library is excellent!  10/10

And if I  had to choose between this library and ANY other library in the world I would choose this one every time!

The staff and students are all so helpful and I love the smell of the library also.

Excellent Student Service.

Elizabeth Warner-Davies

Head of Library Customer Support

Comment date: 30/1/12

The Harding Law Library is far too loud. When it is not the noise from students whispering and talking and laughing, having full on conversations for 15 minutes at a time over our heads, it's the librarians themselves being noisy with their duties, talking loudly at the desk (the noise moves upwards and the whole of the gallery floor can hear what happens at the desk). Everyone, students and staff alike need to be more respectful and aware of how their behaviour and noise levels affect others trying to concentrate and get work done. I have on many occassions worked in the main library quiet zones because I can concentrate more than in my own building where a library has been purposely built for students on my course! The main library has the advantage of the students being quieter but even then, the volume coming from the staff rooms is ridiculous. They talk loudly, so much so that I can hear them through the door and then even outside of their office in the corridor and in the quiet zone they still bang doors, laugh and talk loudly. They need to realise they work in a library not any old office.

Many thanks for bringing the noise issue at Harding to my attention. I do apologise for the disturbance and inconvenience you experienced. We often remind our staff at service points and in all library working areas to keep noise to a minimum level and I will raise this issue again with our staff.

In the meantime please do not hesitate to let staff at the counter know if you are being disturbed by excessive noise level or email me at d.n.vuong@bham.ac.uk.

Many thanks.

Dorothy

Dorothy Vuong

Library Services Manager

OLRC, Harding and Education Library

Comment date: 5/1/12

I am unsure why PGT students and UG students get the same limits on borrowing, surely PGT students should be allowed closer to 18

If you need to borrow more books for a given period, we are happy to receive a request from your tutor to increase your limit.

Elizabeth Hewett

Library Services Manager

Comment date: 12/12/11

The library designation "unavailable" for books is misleading; may mean missing / withdrawn / never successfully ordered. apparently, it is impossible to specify on the Catalogue.

I raise it as an issue because one of the two copies of Faye Dudden, Women in the American Theater has been "withdrawn"--I knew too late to replace it for the new semester.

Dear (library user)

The wording used in this field would be a lot more useful if less general. As far as I know the online catalogue does not allow us to be more specific in the way this field displays, but your query has been referred to the Metadata Coordinator, who is best placed to determine whether or not any improvements can be made. Sooner rather than later (probably within months) we will be replacing the current library software with something more up to date and configurable to our needs, which will make it easier for us to deal with this sort of problem.

Best wishes

Andy Dodds

Library Customer Support Manager

Comment date:  4/12/11

Dear colleagues

I’m not quite sure where to direct this query; however, I wanted to pass on a student concern that arose at the last Staff Student Committee meeting in the School of Education, which I chaired.

Some of our Student Reps pointed out that they had been advised by library staff that the photocopying machine in the Education Library only works reliably when printing single-sided copies. They were concerned about this both as a cost issue (it increases the cost of their photocopying) and as a ‘green’ issue.

In the current climate students are understandably anxious about things that push up the cost of their studies. Can something be done to fix or replace the Education Library copier with one that produces double sided copies?

Dear (library user)

Lovely to hear from you and thanks for your email. I did some investigation and confirm the photocopiers/printers in the Education Library can handle double-side printing, but they do have a tendency to incur 'jamming' when the size of the document is big. I have sent an email to my colleague in the IT dept to ask for assistance and see if we can come up with a solution.

Will keep you informed of the progress. Please pass my thanks to the Student Reps for alerting us to this problem.

Many Thanks.

Dorothy Vuong

Library Manager

Comment date: 14/11/11

Relating to the Researcher's Room on the third floor - there is a small corridor area which can accessed from the researcher's room (through a door in the main study room, just next to the door that leads through to the computer room). This corridor (which is upstairs, so must be on the fourth floor) has a desk in it - I'm not if it's always been there - but recently undergraduates have been sitting there, mainly to chat to each other. The noise carries through very clearly to the computer room area in the research study space just below. I've asked various groups to be quiet, but it would be great if the desk could be moved altogether. Because it is a closed off little space, it seems to create the impression that it is safe area to chat with your friends, or to talk on your mobile. If the desk can't be removed, can there please be a sign making it very clear that silence should be preserved in this area? Thanks.

Dear (library user)

Thank you for drawing this to our attention. I will ask for this desk to be removed.

Elizabeth Hewett

Library Services Manager

Comment date: 7/11/11

Please can we have stools for the computers in the LGC as they are too high up for the standard chairs to be any use .

Dear (library user)

Thank you for your mail.

These computers are seen as quick reference computers, for users to do a quick transaction. For this reason I have not equipped this area with chairs or stools.

Thank you for your time.

Caroline Moore

Building Manager

Comment date: 4/11/11

Last Friday I requested five items from the Store, for collection at 3pm. When I went to collect them, two were not there and two were not the item I'd requested. I didn't realise that one of the items was incorrect until I'd got it back to my desk. I returned it to the Issue Desk, explaining it was not the item I'd requested. The assistant just discharged the item and did not even offer to request the correct item for me. I asked him how I should request the correct item and he just looked blank. I asked if I'd have to go back to the catalogue to re-request and he said yes. I did this, but then discovered the item wouldn't be delivered until Monday, which was no use to me. I have used the Store for several years and am used to regular confusions with items as the service is not reliable but this seemed particularly poor, even by the usual standards, and was confounded by poor service at the Issue Desk

Dear (library user)

I have spoken to the staff in the Document Supply Team about this. I understand that a member of the team went to fetch one of the items for you and that a second item has recently been catalogued and has not yet been returned to the shelves. I also understand that one of the incorrect items was a genuine mistake by a member of staff who has only been with us a few weeks.

I will speak to the manager of the Lending Desk about what her staff should say to people about store items.

Elizabeth Hewett

Library Services Manager

Comment date: 2/11/11

I would like to bring to your attention the fact that often library staff can be rather noisy and distracting in quite zones, where students are trying to study. Can you please remind the re-shelving staff they should not be talking to each other in the quite areas. The same goes for guided tours of the library. It is highly inappropriate for members of staff (I believe more lecturers of the university) to go into certain zones of the library which are QUIET zones and then proceed to explain for 10 minutes or more in a loud voice the different facilities. I find it really disappointing as a final year students that i can't trust the library to be a quite area of study. Please could you remind all staff about the importance of quiet zones in the library. Thank you.

Dear (library user),

Thank you for drawing this to my attention. This is the second complaint we have had about this recently. I have therefore reminded staff about not making a noise and have also raised this with departments as the majority of the applicant tours are undertaken by staff, researchers or Study Ambassadors not library. I will remind our staff again and ask staff on Reception to remind tour leaders as they come in the building.

Elizabeth Hewett

Library Services Manager

Comment date: 31/10/11 

I find it astonishing and unhelpful to staff and students alike that there is no link on the

I went in through my.bham, clicked my.library and brought up this page

_http://www.my.bham.ac.uk/tag.6d4a89f844092152.render.userLayoutRootNode.uP?

uP_root=root&uP_sparam=activeTab&activeTab=u14l1s161&uP_tparam=frm&frm_

(http://www.my.bham.ac.uk/tag.6d4a89f844092152.render.userLayoutRootNode.uP?uP_r

oot=root&uP_sparam=activeTab&activeTab=u14l1s161&uP_tparam=frm&frm) =

where there is nothing about the library catalogue to be seen ....... only the e-library. Perhaps a link could be provided without delay.

Dear (library user)

I’m very sorry that you have been inconvenienced and I am grateful that you have taken the time to contact us. The Just Ask channel was amended on Friday at about 17:00 to give more prominence to the iRecommend service (which allows students to tell us when key texts are not held by the library) and the link to the catalogue was removed in error during this process. When the link to the catalogue was missed it was restored as soon as possible (on Monday) and I hope that not too many people were inconvenienced as a result. It is worth noting that My.library also gives access to the catalogue directly, via the online library resources look-up channel; in this channel all the user needs to do is select the printed books tab and enter a search term (author, keyword or title) and the search process takes the user straight to a results screen in the library catalogue itself. There are a number of other ways of accessing the library catalogue, but I am afraid that the link that you refer to in the Just Ask channel at the top of the screen should not have been removed and I am sorry that it was not restored sooner.

Please let me know if you have any other comments or worries in relation to access to the catalogue and I will do my best to respond.

Regards

Andy Dodds

Library Customer Support Manager

Comment date: 31/10/11

It is totally unfair to withdraw access to any facility like eResources. Atleast a notice should be sent before withdrawing these facilities.

Dear (library user)

I’m sorry that you were not aware that your access to eResources would terminate on completion of your degree. I am afraid that it is normal and automatic for a person’s access to be terminated when their student record status is changed to indicate that their registration period is over. In your case, your student record has been amended to show that you have left the university and so, on an automatic basis, your access rights have been withdrawn. At the same time, an automated email would have been sent from the university identity management system advising you of the change in your access rights. If you need to continue to access eResources in order to continue your studies the best thing is to ask your School to contact the Student Records Team based in Academic Services to see about changing the status of your student record to indicate that your registration status should be amended (for example to show that your still have course work to carry out). Alternatively, if your course has finished altogether, but you are continuing to conduct research or if you are carrying out work for the School, the School may decide that you can be registered as an associate. If that seems the best course, you would need to enquire in the School about the associate registration process. If you are looking to access a particular resource, and do not need general access to all our resources, a third option may be to investigate access arrangements for a particular eResource or eJournal. If you want us to advise in relation to access arrangements for a particular eResource please let me know the name of the resource and we will look into it for you.

Best wishes

Andy Dodds

Library Customer Support Manager

Comment date: 14/10/11

This morning whilst attempting to access my library details through bham.ac.uk another students library loan details came up on screen. I did not make an error when entering my username and password. I have had serveral problems logging on in the past. Any ways to improve these problems would be appreciated as due ot data protection I would not wish anyone to see my personal information.

Dear (library user)

I am very sorry to hear that this has happened. I will ask our Systems Team to ascertain the cause of the problem and we will mail you with an explanation.

Andy Dodds

Library Customer Support Manager

Comment date:  12/10/11

I have come to the library today at 9.10 am and was really annoyed to find that the upstairs section of 3C is filthy. There were finger nails and bits of food all over the desk, the floors is dirty and there was rubbish lying around. Further this is supposed to be a quiet area and it is not that the cleaners are hoovering downstairs. Surely it is not unreasonable for the quiet sections to be cleaned prior to opening so that students can work in a clean and quiet environment.

Dear (library user),

Thank you very much for bringing this to my attention, I appreciate the time you have taken.

This area is scheduled to be cleaned very early in the morning before the library opens.

I will bring this to the attention of the Cleaning Manager.

Should you experience this again, please contact me without hesitation.

Once again, thank you.

Caroline Moore

Building  Manager

Comment date: 10/10/11

Can the toilet doors have hooks etc installed? We have to put our bags coats etc on the floor at the moment which is not the best place for them! Thank you.

Dear (library user),

Thank you for your email and your comments.

Lovely idea thank you.

The toilets in the Main Library are all having work done to them in the coming weeks. I will endeavour to get this added to the programme.

Caroline Moore

Facilities Manager - Library Services

Comment date: 12/9/11

Please can we have a link to the i-cite guidance pages from the library page on my.bham

Dear (library user)

I am very sorry that it has taken me such a long time to reply to this comment. The library has a limited degree of control over what appears in the various channels in my.library, but even so it may be possible to do something to link to i-cite. For example, the channel at the bottom of the library tab (the channel that focusses on ref works) could be modified to include a link to http://www.i-cite.bham.ac.uk/. I'll talk to our Web Team and ask them to add this link. Once again, many, many apologies for the delayed reply.

Andy Dodds

Library Customer Support Manager