Library

Ask Us, Tell Us - View Replies - Archive

Thank you for your questions and suggestions. This feedback helps us to improve the Library, and the responses are given below.

7th May 2008 - Bundoora - Sorting area
Suggestion:	Your answer to the April 24 comments about the mess in the sorting area missed the point. We did not want to know how to find a book. We wanted to know what you are doing to make the sorting area less of a mess at an important time of the year. It is still almost impossible to find a book in the sorting area.
Response:	Your comments have been acknowledged. The situation in regard to the sorting area on level three is certainly a concern to library staff. We are working extremely hard to rectify this situation. It is envisaged that within the next week the books in the sorting area will be reshelved. We apologise for this inconvenience. Lea Beranek Resource Delivery Services Librarian
1st May 2008 - Bundoora - Access to Science journal
Suggestion:	Access to Science journal It is difficult/impossible to find Science via the catalogue. Can the Journal search approach be fixed for single word titles.
Response:	Currently the quickest way to search for single word journal titles is: 1. Go to the library catalogue 2. Click on the Title tab 3. In the search box type: science| 4. Click on Search 5. Click on Limit this search 6. Select Serial 7. Click on Search 3 versions of Science (New York) will be listed in the results (1 print version and 2 online versions). We are currently working on improving the journal search approach and will take your comments into account. Fiona Salisbury Reference and Information Services Librarian
30th April 2008 - Bundoora - Booking Computers
Suggestion:	Please set up a booking system for use of computers.
Response:	Thank you for your feedback. One suggestion is to book a Laptop from the Audiovisual section at Bundoora. 20 Laptops are available for loan on a first-come, first-served basis. However, laptops may also be booked one week in advance via the catalogue. Find out more about Laptop borrowing. Another option is to book a study carrel, currently we have 10 carrels with computers. Lea Beranek Resource Delivery Services Librarian
30th April 2008 - Bundoora - Renewal times
Suggestion:	I notice that if I renew an item when I receive the library notification, I lose 2 days borrowing time. As I have borrowed this resource for teaching that loss of two days limits the items availability for me. Can the renew function instead work from the date the original expires? Thx
Response:	The library notice that you mention would be a "Courtesy Notice" which is sent merely as a reminder that the books you have on loan are approaching the due date for return. We send this notice 2 days before the due date of return. If you renew the books in question before the actual due date, then the new due date will be 2 weeks from the time of renewal (4 weeks for staff /PG). If you renew on the due date you will receive 2 weeks (4 weeks for staff/PG) from the due date. Lea Beranek Resource Delivery Services Librarian
30th April 2008 - Bundoora - Noise level
Suggestion:	Dear Sir or Madam, I am an international student at La Trobe University. The library at LTU is very good in terms of all the media (books, films etc.) that it offers as well as in terms of the providing of computer working stations and the process of borrowing media. Nevertheless I have something to complain about. A library is a place where one should be able to study. But very often this is not possible here since people are chatting and using their cell phones all day long. Doing this, they destroy a silent atmosphere which should be normal in a library of a tertiary educational institution. Now, the library rather resembles a schoolyard of a primary school. Perhaps you could instruct your personnel to restrict chatting and calling more thoroughly so that studying in a silent atmosphere will be possible. Yours Sincerely
Response:	Thank you for your feedback - I understand your frustration. Library staff will continue to monitor the issue of noise and the use of mobile phones in designated silent reading areas. Lea Beranek Resource Delivery Services Librarian
24th April 2008 - Bundoora - Sorting area
Suggestion:	Sorting area is a mess. I am not able to find the books.I am searching for the past 1hr. Library is not properly staffed. Please look into this urgently. This is the second time I am facing this problem.
Response:	Thank you for your feedback. If you should encounter this problem again, that is, unable to locate a book on the shelves after a one hour search, please consider the following options: -The book may be in use by another library patron in the library -The book may have been recently returned – in this case you will need to check the sorting shelves and/or trolleys on level three -The book may have been left on a table or placed in the collection containers throughout the library If you have searched for a particular book for a number of days, and it is clear from the catalogue that the book has not been borrowed, please report this to the staff at the Inquiry desk. Lea Beranek Resource Delivery Services Librarian
24th April 2008 - Bundoora - Lost Library Card
Suggestion:	A few weeks ago I lost my student card. Although I've made a new card, I was told that since the bar codes remain the same, the unblock of the old card would mean I'd risk being responsible for any misuse in case someone has found it. The blockage of the old card, however, has a series of implications which are particularly inconvenient for graduate students doing PhD research. I am not only impeded to use the automatic system for check-out of books, but I've also found out today that I cannot renew books online or place holds, although I was initially told by the library that the online access would not be affected. As a consequence, I'll have to pay fines since I'm working off campus today. I would suggest that the technological process be updated so that any code associated to lost cards can be cancelled, upon the emission of new ones. Considering that losses are not an unusual phenomenon, I believe it's been affecting a lot of students, in addition to over-burden the library staff who's required to manually check the books. Thank you.
Response:	Thank you for your feedback. The "block" placed on your library record is a means of ensuring that no other patron is able to use your lost card. I acknowledge the implications associated with this action, and after consultation with our Head of Library Systems, we would prefer that you spoke to us in person about this situation. We are working towards resolving the technical issues you have outlined. Lea Beranek Resource Delivery Services Librarian
24th April 2008 - Bundoora - Noisy Carrels - Follow up
Suggestion:	Thank you for your prompt response to my rather angry email yesterday, and thank you to the librarian who evicted the offenders. I am constantly surprised by the number of people who cannot read, or ignore the already obvious signs on the carrel doors. When I have a deadline to meet, as I did yesterday, I tend to lose patience with them. Again, thank you for your prompt action and polite response given that the tone of my complaint was rather churlish. Perhaps instead of giving the librarians at the desk the rather onerous task of reminding people of the one person only rule, the rule could be displayed on the study carrel sign on the desk and on the internet booking form? (In nice large letters for those who somehow made it to University without getting through "Where's Spot?" in one sitting.) Perhaps with a polite addendum explaining that they will be asked to leave if they flout the rules? Changing the name in the catalogue to "Bundoora Study Carrel - one person only" might be a small start.
Response:	Thank you for your feedback. We are seriously considering your suggestions about signage. Lea Beranek Resource Delivery Services Librarian
23rd April 2008 - Bundoora - Noisy Carrels
Suggestion:	When confronted, the annoying twitterers in carrel 325 said they didn't know they couldn't use it for two people, and they didn't know they had to be quiet. I have heard this one MANY times before. They are also still there (11.43 am 23rd April) despite having been informed of said rules fifteen minutes ago. PLEASE consider extra signs and penalties. Having two people in a carrel against library regulations is an abuse of the library services and should be treated as such. Penalties could be suspension of carrel borrowing privileges for the day, with overdue fines accruing the longer the key took to return. Suspension of all borrowing privileges might be a bit harsh, but a $2 fine would be appropriate.
Response:	Thank you for alerting us to this situation. As a way of addressing this issue, Library staff will reinforce Library policy surrounding the use of individual study carrels when issuing a study carrel key to patrons. We will consider your suggestion about extra signs. Lea Beranek Resource Delivery Services Librarian
22nd April 2008 - Bendigo - Noise level
Suggestion:	Hello, I am a everyday user of the Library and I would like to make some recommendations. I have been here for only 6 months but I can say that the studying environment (at the Library) is getting really bad. People do more and more of team/group works, some are very noisy. Even sometimes people are listening music with their phones or lap tops (without headphones!!!). So, I thought the Library was a studying place where there was a minimum of respect to other students. The basic rules of this place should be reminded to some people sometimes... Thank you
Response:	Thank you for your feedback. Library staff attempt to maintain level 2 of the library as a quiet study area, and level 1 and the mezzanine floor is considered suitable for group study. Library staff will continue to monitor the quiet study area and remind students working on level 2 of their responsibility to work quietly within the library. Jeanette Dazkiw Campus Librarian
16th April 2008 - Bundoora - Access to Paint on the PC's
Suggestion:	Why isn't Paint available on the library computers? I frequently need to construct images for study, for which I use paint because it is simply and quick, but can never do so when working in the library.
Response:	Installing Paint will be considered when we do our next software refresh on the Client PCs. In the meantime I suggest using the Drawing options in the Microsoft Office applications. Vincent Galante Head, Library Information Systems
16th April 2008 - Bundoora - Document Delivery
Suggestion:	The document delivery service is a wonderful resource. If it were possible, would be helpful to have a function where the user can tick off or mark in some way the articles that are no longer required. When there are many articles in process it can be cumbersome to keep track of which articles have come through that have already been printed out and those that have come through but not been accessed by the user. Hope this make sense! Thank you for a great service a crucial resource in our work.
Response:	Many thanks for the positive comments regarding this service, they are most appreciated, and will be passed on to all staff who work in the area. We will investigate the function you require with our vendor to see what can be done. In the interim, we can remove records you no longer require, please email docds@latrobe.edu.au with a list of ILL numbers you would like removed from your record. Sharon Karasmanis ILDDS Team Leader
11th April 2008 - Bundoora - Noise level
Suggestion:	I'd like to thank you for responding to my recent comment about the noise level in the private carrels. I've really noticed that it is much quieter now and I'm also noticing that there are frequent staff checks. Thank you!
Response:	Thank you for your positive feedback in regard to the monitoring the noise level in the private study carrels - we will continue to address this situation. Lea Beranek Resource Delivery Services Librarian
10th April 2008 - Bundoora - Alumni access to Electronic Resources
Suggestion:	Although I really like the La Trobe Bundoora Library, great building, lovely campus etc., I find that as an Alumni, external patron, that I do not have access to electronic journals. Journals are progressively moving to an electronic format. Right now, there are many that the Library no longer has a hard copy of. This is very frustrating, when you are following an interesting subject. Being an Alumni/external patron at La Trobe University Library is going to become less and less advantageous as time goes by. Swinburne Library (I am also an Alumni there) have recognised this and will make electronic Journals available to Alumni. They also offer other services that the La Trobe Library does not. I cannot see any reason why La Trobe may not offer the same services as Swinburne University. I realize that on site computer access is an issue during the day and I would not like to deprive some hardworking under-graduate, however in the evenings there are plenty of workstations available. Perhaps access from my computer at home might be a possibility. Electronic journal access for graduates would be very attractive to prospective La Trobe Students, as no doubt it is currently attractive to prospective Swinburne students.
Response:	Thanks for your observations about the possible services which could be extended to La Trobe University Alumni members, and I also acknowledge your frustration in accessing electronic journal articles at home or "externally". You may not be aware that the majority of the electronic resources the Library subscribes to are covered by licenses which have strict "Terms and Conditions" and only permit access to La Trobe University students and staff, or users that "walk in" to the Library. The Library does provide two workstations that such "walk in" users can use during opening hours. The few electronic resources that do permit alumni use for a small or no increase in fee are being investigated by the Library to find out the technical requirements/indirect costs; these few databases may be the ones that Swinburne already offers to its alumni. Meanwhile, I will raise your comments in the relevant Library forums, passing on how popular such a service would be to La Trobe graduates. Eva Fisch Collections Librarian
10th April 2008 - Bundoora - More staff in AV!
Suggestion:	The A/V staff do a fabulous job at the desk but whenever i go over, especially in the am, they are overwhelmed with students and queries to which there is not always an easy answer. Can they have more staff to assist in this growing area of T&L
Response:	Thank you for your feedback, especially your observation on how hard the library staff work. The issue of increasing staff at the AV desk during morning peak times is currently under review and will be addressed. Lea Beranek Resource Delivery Services Librarian
7th April 2008 - Bundoora - Need more...
Suggestion:	It would be great if more staple machines and hole punches could be provided at each photocopying station. And, more computers are needed as especially during the busy hours it's very hard to find a spare computer. Thanks
Response:	Thank you for your feedback. The use of a stapler is available at the Inquiry Desk. In regard to more computers – this situation is continually under review. For example, during 2007, twenty laptop computers were made available for loan from the Audiovisual Desk. In addition, ten computers have been installed in individual study carrels and ten new computers on level one – approximately, 40 new computers in total have been introduced in the Library over the past 12 months. Twenty new computers have been ordered for the library and will be installed on level two later this year. Lea Beranek Resource Delivery Services Librarian
4th April 2008 - Bundoora - Unattended PC's
Suggestion:	Having stood waiting for a computer for 25 mins. it is frustrating to see 3 computers sitting idle while the people who are on them have gone for a ciggie or coffee or whatever. How about a maximum 10 min rule away from a computer?
Response:	I appreciate your frustration. We do have procedures in place to remove belongings from a computer that has been left unattended. In future, would you please notify the staff at the Inquiry desk who will take appropriate action. Thank you Lea Beranek Resource Delivery Services Librarian
1st April 2008 - Bundoora - Quiet Study Carrels
Suggestion:	Can't something be done about people talking in the carrels? Currently, there are two people in one carrel simply gossiping. I've walked past them and they're simply sitting there. It's hard to focus!
Response:	Thank you for your feedback. Library staff will continue to monitor the issue of noise in the Study Carrels. Lea Beranek Resource Delivery Services Librarian
28th March 2008 - Bundoora - CINAHL Database
Suggestion:	Hi, Just wanted to tell you that I think it sucks that you have changed Cinahl to EBSCO database for searching. It is difficult as a student to learn how to use the databases, let alone when you have 3 different platforms to use. (ie. pubmed, ovid (for embase) and Ebsco(cinahl.) Why can't the library just use Ovid for cinahl for medline, embase AND CINAHL. Would make things much easier for health sciences students if they only have one platform to use. Also, Ebsco is much more confusing to search, more difficult to learn.... especially the MeSH feature (or CINAHL Headings feature). It is NOT as good as the OVID ones and the extra little feature that it provides is not worth it.(Especially now we have OVID SP)
Response:	I am glad you have written with specific complaints about the Ebsco version of CINAHL. It will be useful for us to feed this back to Ebsco, who are developing a new interface. The Library has swapped to Ebsco for CINAHL as they are soon to be the exclusive supplier of CINAHL, having purchased the product and its distribution rights a few years ago. Even if we had tried to stay with OVID, we (and other libraries) will have no choice but to swap over to Ebsco towards the end of this year. I know how frustrating this is. The Library will continue to provide feedback to Ebsco about interface problems and issues, with the hope that improvements are on the way. Best wishes in your studies, Eva Fisch Collections Librarian
19th March 2008 - Bundoora - Removal of Bins
Suggestion:	There's rubbish everywhere, There are evidently many lazy people who are not prepared to walk 10 or 20 meters to a bin and will throw tissues, lunch wrappers etc. on the carpet. Who is going to clean these up? By all means keep the recycling bins but please, put the old 'waste paper baskets' back.
Response:	Yes, the new bin arrangements are producing some challenges! We are adding more bins where we see them needed and/or are moving bins around. The removal of the small bins was part of the University’s sustainability strategy which in part aims to boost recycling and reduce waste to landfill. Ian Smith Manager, Library Human Resources
18th March 2008 - Bundoora - Silent study area
Suggestion:	There should be frequent checkings in the Silent Area in the library. It is anything but silent. I've been trying to study but there are constantly people talking, or whispering exceptionally loud, in the carrells; people munching loudly on chips, people talking on the phone - there was even a guy listening to music on his laptop. I don't feel comfortable telling people off but it is really getting very difficult to study. I've been using private carrells lately, but again, there are still several who talk or whisper on their phones. Perhaps you can get staff to do rounds and actually tell people off. Or perhaps you can introduce a fine - the library will get extra revenue and people like me can study in peace!
Response:	Thank you for your feedback. Library staff will continue to monitor the issue of noise in silent reading areas and in particular, the area you have mentioned. Lea Beranek Resource Delivery Services Librarian
17th March 2008 - Bendigo - No Air-conditioning!
Suggestion:	The fact there is no air-conditioning in this library is disgusting to the point where maybe the students should fine the university for not providing a suitable learning environment. You spent all this money in putting in a new front end. But the bloody thing is too hot to be in!!!!
Response:	Yes I understand your frustration, level 2 of the library is not currently air-conditioned. However there is good news in that the university has also approved installation of air-conditioning for level 2 of the Bendigo campus library. Installation is scheduled to begin within the next few weeks – installation could not be organised sooner due to the logistics of installing new equipment, and the removal of existing equipment sooner would have left us without any air-conditioning for level 1 over this summer. This means that by next summer conditions in the library will have improved dramatically. We are all looking forward to enjoying a suitable library environment available for study and work for next summer. Jeanette Dazkiw Campus Librarian
5th March 2008 - Bundoora - Opening hours
Suggestion:	Library hours, inter-semester breaks. I notice you only stay open until 10 on Thursdays and Tuesdays. Due to late night shopping and Bar nights etc, not too many people would come in on a Thursday night. Would it not be better to shift this late night to Wednesday? This might be better for your staff as well, they too may wish to go shopping.
Response:	Evening opening hours are based on usage statistics and feedback from library users so thank you for your suggestion. Unfortunately we cannot make any changes to advertised Library opening hours for 2008, however any changes for 2009 will be advertised on the Library web site. Fiona Salisbury Reference and Information Services Librarian
4th March 2008 - Bundoora - Missing Book
Suggestion:	Dear, Sir and Madam the books missing- "International Human Resource Management", 2 Ed Briscoe, D & Schuler,R (2004) I've tried to find the book 3 weeks ago, before my course start. and there are showing - available, i've seeked all 3 weeks-everyday, it missing on the bookshelf. how can i do to get the book because i have to use it. Could you solve this problem- missing books in the library
Response:	I am sorry that you have encountered this difficulty. We have done a thorough check in the Reserve (copy 3 of this title is held in Reserve). This book has now been located so please ask at the Reserve desk rather than looking on the open shelves. Copy 1 of this title should be in the general collection, however, it was not on the shelves when we checked. If you find you are unable to locate Copy 1, please report this to the Inquiry desk. Copy 2, is on loan and due the 18th March, however, we have placed a recall on this copy and once returned will place on Reserve. Lea Beranek Resource Delivery Services Librarian
28th February 2008 - Bundoora - Bundoora Library
Suggestion:	1) Firstly, I am wondering whether it would be possible to install some power plugs in the walls in the silent study area on the eastern side of the library on Level 3. There are no plugs at all in this area. In fact, there is a shortage of plugs in most silent study areas. I am aware that there are many outlets in 'communal' areas (such as on Level 1), but these areas are not at all conducive to quiet study or notetaking involving the use of a PC. 2) Would it be possible to have the glass doors of Stair 6 closed? These doors act as a barrier between the quiet conversation area and the silent study area at the north-eastern end of Level 3. At the moment, the practice seems to be to leave these doors permanently open, and obviously this means that discussions which take place in the quiet conversation area are more likely to interrupt people in the silent study area. 3) The men's toilets at the base of the stairs outside the Borchardt library (on the northern edge of the Agora) are in a pretty bad state (e.g. one toilet has been out of order for about 4 months). I am not sure if this is the correct place to direct this request, but it would be nice if someone could organise repairs & a paint job. Thanks.
Response:	In reply to the several issues that you have raised: 1) This is a problem we are aware of and are trying to rectify. We are seeking funding from the central University budget to install multiple extra power outlets in the area you point to. In the interim all I can suggest is that both the south and north walls have numerous power outlets and the west wall has some (although fewer than south or north walls). 2) These doors are meant to be closed rather than propped open – although that does happen. I am arranging for signs to be put onto the doors asking people to close them and will ask staff in the area to look out for and close the doors when necessary. 3) As the toilets are outside the Library they are not part of the Library’s area of responsibility. However, I have passed on a query to the plumbing department in the University’s maintenance section regarding the toilet cubicle which, as you say, has been un-useable for some time. Those toilets were actually given a make-over, with new paint and fittings, about 18 months ago. So the paint work should be OK. Graffiti is a persistent problem though. Hopefully if the out-of-order cubicle can be fixed that will help. Ian Smith Manager, Library Human Resources
27th February 2008 - Bundoora - Missing book on shelf
Suggestion:	I wished to borrow the Atheist Manifesto by Michel Onfray but I could not find it in the correct section. I really wanted to get hold of it. Please notify me if you locate it. Thank you :)
Response:	When checking the catalogue, the book you are after is saying "available" in the Bundoora General collection. You mentioned, however, that when searching for this title you were unable to locate it on the shelves. In future, I suggest that you check the sorting shelves as the book may have been recently returned (this book was only returned on the 13 Feb and I am not sure when you were looking). If when looking again and you are still unable to locate this title, please report this to the staff at the Inquiry Desk who will begin the procedure for "unlocated item request". Lea Beranek Resource Delivery Services Librarian
26th February 2008 - Bundoora - DVD Region codes
Suggestion:	Hi I use the AV section at Bundoora library frequently and I am quite dissapointed that i'm unable to watch many of the dvds because of there regional code. A lot of your dvds are regional code 1 which is United States, Canada, etc., and Australia is regional code 4. Why not buy dvds in our regional code, or at least no regional code, so everyone is able to use them. Thanks
Response:	Thank you for your feedback. Often the library is required to purchase DVD titles outside Australia, due to lack of local availability. In this case, it may be necessary to purchase a non-region 4 disc. All the DVD playback equipment in the University will handle any region DVD. We have also found, from patron feedback that most privately owned equipment now handles any region. Unfortunately, it sounds as if your equipment will only play region 4, however, you have the option to view DVD's in the library (all regions). Lea Beranek Resource Delivery Services Librarian
31st January 2008 - Bundoora - Library Fines
Suggestion:	I was sure that I use to be able to check my fines status on the library web page but today I can't seem to be able to do that when I am in My Library.
Response:	You still can check the status of your fines online via My Library. In January, each client's accumulated fines are reset to zero if they are less than $10.00, therefore they may have disappeared. Visit the Fines page for further information. Anthony Flack Library Web Manager
11th January 2008 - Bundoora - Bundoora AV area closure
Suggestion:	I am very disappointed in the av section of the library closing due to no airconditioning during supp exam period time. I was told by my lecturer to watch the videos when I had prepared sufficiently and I followed her instructions. As a result of the av section closing I was not able to review the practice exam videos until the day before the exam.
Response:	Thank you for your feedback. We have asked students "to enquire at the Inquiry Desk" for any issues in relation to Audiovisual. I suggest you either call me on ext 2950 or go directly to the Inquiry desk and explain the situation. I can arrange for you to borrow the videos, if they are not on AV Reserve – if the title is on AV Reserve, I am sure, we can come to some arrangement whereby you are able to view this title before your exam. I apologise for this inconvenience. Lea Beranek Resource Delivery Services Librarian
18th December 2007 - Bundoora - Name Tags for Staff
Suggestion:	Hi, Why don't the library staff wear name tags? I think this will facilitate better relationships between staff and students as the students may become more familiar with the staff? Just a suggestion. Coz I wanted to thank one staff by name but didn't want to ask her what it was. What do you guys think?
Response:	Thank you for your feedback. All Library staff are encouraged to wear name tags and/or a tag indicating that they are "Library staff". I agree with your comment that name tags would be a way to "facilitate better relationships between staff and students". Your suggestion will be circulated to library staff. Lea Beranek Resource Delivery Services Librarian
17th December 2007 - Bundoora - Overdue item
Suggestion:	I returned my library book on-time, only to find that it still remained in my checked-out books list as "overdue" and I continued to receive fines for this item. When I went to the information desk to explain that I had returned the book i was told that it was my problem as the book was still under my name. When I said "why would I steal a book - i'm a PhD student" I was told "Well, yes, everybody says that now don't they". I was then told that the library staff would have a good look for the book as it may have escaped the scanner (although was then told that this rarely happens, the implication there being that it was obviously me who had not returned it). I was told that if the book was found I would be contacted. I heard nothing for over a week and then when I logged into my library account I found that the book had disappeared, yet I received no notice of this nor an apology and I would like to think that the accrued fines were removed. Overall I found this a very unpleasant experience and did not appreciate being accused. I would prefer to now return my books to someone in person. However, there is obviously not enough staff to deal with such a thing - and the few staff that are left to deal with people in person, clearly do not possess the skills to do so....
Response:	Thank you for your feedback. I have spoken with the staff member who responded to your query and it appears that there may have been a misunderstanding. I apologise for any "unpleasant" interaction. You mentioned the following: "I was told that if the book was found I would be contacted. I heard nothing for over a week and then when I logged into my library account I found that the book had disappeared, yet I received no notice" The Library does not send a notice if a book is located on the shelves, however, we do cancel all associated fines. As I am unable to check your record (as I do not have your name), I suggest that you either ring (9479 1127) or drop into the library so that we are able to confirm this. Thanks Lea Beranek Resource Delivery Services Librarian
6th December 2007 - Bundoora - Holds
Suggestion:	Hi i put a hold on a book Understanding Hegelianism, and now that it's returned it is not showing my request for it? is there a time limit that the hold will stand, because the book was out for about one month, so i put my hold on it about a month ago?
Response:	Unfortunately, we do not have a patron name and therefore are not able to check when the hold expired or cancelled. Holds are cancelled by the library system if not picked up within seven days. The item is currently available in the library if you still require this book. Lea Beranek Resource Delivery Services Librarian
7th November 2007 - Bundoora - Weekend opening hours
Suggestion:	Hi, I would just like to comment on the extended hours on the weekend. I was under the assumption that the library would be open extended hours on the weekend of the 10th and 11th Nov but was informed that this was not the case. I am still studying for exams and am a bit confused about why the library is not open longer right in the middle of the exam period Thanks
Response:	I'm sorry you assumed the library would be open on the 10th and 11th of November. We have had 3 weekends with extended hours this semester as outlined on the "Opening hours" page on the library home page. Unfortunately due to resourcing issues we are unable to extend hours any further in 2007. We know this is an issue for many students, especially during exams, and we will continue to investigate the possibilities. When we are in a position to offer additional extended hours we will advertise the changes. Fiona Salisbury Reference and Information Services Librarian
6th November 2007 - Bundoora - Holds system
Suggestion:	I would like to complain about the rigid hold system that ends up being far too expensive for students. I spend much of my time outside of Melbourne when classes are not being held, so I can have time to complete assignments. This makes it very difficult to return library material when holds are placed on the items and I cannot renew them. I think a more lenient system should be developed whereby students can make contact with the library and organize a date when the material can be returned, without accruing exorbitant fines. It is a personal choice I have made not to place holds on items, because I feel that it can inflict undue pressure on the person who has borrowed the material. I also think that at a university fines should not be the only measure taken to organize loans.
Response:	Thank you for your feedback and concern about placing “undue pressure” on your fellow students. The “hold” system, that you have outline, was introduced some time ago to allow students to place a “hold” on an item that they require urgently for an essay/ exam/ project. If the item that you have on loan has a “hold” placed on it this does not mean you need to return that item before the due date (2 weeks for an UG) – it means that you are unable to renew that item. This is a fair system if that item is in heavy demand by another student. We also have a penalty system set in place which we believe is fair and equitable. Many students have reported that they appreciate the opportunity to request an item via the “hold” system. Lea Beranek Resource Delivery Services Librarian
6th November 2007 - Bundoora - Paper borrowing receipts?
Suggestion:	Supporting the idea of green earth, I would suggest that students should have right to vote whether a receipt ought to be printed out as a returning books reminder. . Setting up a voting box on the library homepage can be a way to conduct this survey. After collected the result from the survey, if the majority of students would agree of what I was recommended, the library can also set up a one month trial to investigate have the number of late book returning increase owing to the cease of printing receipt.
Response:	Thank you for your feedback. Due to a recent concern about “wasting paper” the library investigated the feasibility of “turning off” the option of receiving a paper receipt after a Reserve item is returned via the self-check in unit. As a result a paper receipt is no longer issued on return of a Reserve item. Your suggestion of not receiving a receipt when an item is issued may be a little more difficult – when a book is borrowed through the self check out unit the due date for return of that book is not displayed on the screen for confidentiality reasons – the student therefore needs the slip to inform them of the due date. Having said that, a student can subsequently check on the web under “view / renew my loans”, however, many students have indicated that they prefer a due date slip on issue of the item. Currently, we cannot offer you the choice of printing a slip or not printing slip at the self-check unit for technical reasons. Your suggestion for setting up a “voting box on the library homepage” is possibility and we will consider this suggestion in the future. Lea Beranek Resource Delivery Services Librarian
6th November 2007 - Bundoora - "Engineering Applicatons of Artificial Intelligence"
Suggestion:	Some journals cannot be found on the Latrobe Library search. One is: "Engineering Applicatons of Artificial Intelligence". It is on the website: www.sciencedirect.com. On this website it says that some institutions have access for downloading articles, but I get none for Latrobe University. I have tried this at home, so I wonder if accessing the same website there would allow this access.
Response:	The Library has a licence for Science Direct Web Editions which allows us electronic, full text access for the previous 5 years for titles to which we have print subscriptions. Unfortunately, we do not have a subscription to Engineering Applications of Artificial Intelligence so it will not be available to you via the LaTrobe website. If you are a postgraduate student you can take adavantage of the Library's Interlending and Document Delivery Services to access material that is not in our collection. Fiona Salisbury Reference and Information Services Librarian
29th October 2007 - Bundoora - Lectopia on Library PCs
Suggestion:	One question....why aren't ALL the computers in the library set up to play 'Lectopia' on WebCT??? It is VERY frustrating to wait 15mins for a computer workstation in the Borchardt at exam time only to find out that the very system the university repeatedly encourages its students to utilise..ie. WebCT...cannot play one of its major functions...ie. Lectopia...because Quicktime is not installed on the workstation!! So, it's back to the Studyhall for me now I guess. Precious study time wasted, thanks Borchardt. Grrrrrr...
Response:	Please use the PCs in the AV area or borrow a laptop from the AV service desk if you want to listen to lectures via Lectopia (you need to have you own headphones or you can borrow some from the AV desk). Currently the PCS in all other areas of the library are not sound enabled, however as we updgrade PCs in the library we will look at adding this option. Fiona Salisbury Reference and Information Services Librarian
24th October 2007 - Bundoora - Carrel noise
Suggestion:	Hi, at 3.04pm on Wednesday 24th October, library carrel 324 had two people whispering away in it. *sigh* I really do wish there was a reporting system and fines. The signs on the doors do not seem to have much effect. Cheers
Response:	Thank you for your feed back. We will monitor the issue you have raised. Lea Beranek Resource Delivery Services Librarian
24th October 2007 - Bundoora - Laptops for Loan
Suggestion:	Good afternoon, The laptops that are on trial are great. However the mouse pads are difficult to use, particuarly with word documents. I was wondering if desktop type mouses were going to be made available as part of the laptop kits. Yours faithfully
Response:	Thank you for your feedback on the availability of Laptops for loan. We will consider making Desktop mice available for loan next year. However, are you using the "touch pad" or the blue "pointing device" for mousing about? I found the touch pad very effective after a short accustomizing period. Vincent Galante Head, Library Information Systems
18th October 2007 - Bundoora - Study Carrel Improvements
Suggestion:	I was bemused to see computers squirreled away under the desks in the library carrels, and totally thrilled to see ergonomic chairs. The computers I did not need but the chairs are a welcome relief. THANK YOU!
Response:	Thank you for your positive feedback. The library is committed to improving service and facilities and it is always encouraging to have this form of feedback. Lea Beranek Resource Delivery Services Librarian
10th October 2007 - Bundoora - Access to Acrobat Reader
Suggestion:	It would make life a bit easier to have an Acrobat short-cut on all library desktop displays. Since many computers don't allow students access to the 'View all programmes' option (from the bottom left-hand corner 'Start' button), opening Acrobat can take a while, and this is frustrating at times. Kind regards
Response:	When we next re-image our PCs we will look into providing direct access to Acrobat. However, I am puzzled by why you would want to open the Acrobat Reader directly. The only reason for the Acrobat Reader is to view PDF files. Acrobat is opened directly when you click on a PDF file or if you link to a PDF file via a Browser so there is no need to open it separately. Do provide me with further feedback on how you make use of the Acrobat Reader. Vincent Galante Head, Library Information Systems
5th October 2007 - Bendigo - Borrowing History
Suggestion:	Is it possible to have access to borrowing history ie can I get a print-out or online viewing of resources I have borrowed over the year or semester, this would be handy for referencing and would make retracing previous resources faster.
Response:	At this point in time we are unable to provide this service, however the Library is currently investigating this with the possibility of introducing the service in 2008. The Library Management System now has the capability for clients to view their own "reading history". Jeanette Dazkiw Campus Librarian
3rd October 2007 - Bundoora - Electronic Reserve
Suggestion:	Electronic Reserve is now (as far as I can tell) quite difficult to find from the Library's homepage. Also, the link that opens from the 'Services for...' > 'Students' > 'Electronic Reserve' datapath does not actually include a link to Electronic Reserve. I think it would be a good idea to (a) at least include such a link from what is essentially an information page and (b) think about including links on all information pages to the thing the information provided on these pages describes. Kind regards
Response:	Electronic Reserve is now located under the "Unit Materials" tab of the homepage. The Unit Materials section covers all things associated to your Unit of study such as reserve, past exam papers and subject guides. The information page on Electronic Reserve has been updated to include your helpful suggestion. Anthony Flack Library Web Manager
24th September 2007 - Bundoora - Library Homepage
Suggestion:	I'm not sure how long the web site has been like this, but kudos on the interface upgrade. It's nice to be able to choose between searches of databases, unit materials and books without loading the whole page again. Not to mention it looks better and is more intuitive.
Response:	The homepage was changed at the start of semester 2, with the main aim to separate the 3 areas of search into a more logical approach. While it was an improvement over the old layout we are still looking to ways to improve so your feedback is most welcome. Thanks for your comments. Anthony Flack Library Web Manager
24th September 2007 - Bundoora - 3 day loan sticker
Suggestion:	I recently borrowed a book - Making the difference by RW Connell et al - which had several copies available. Unfortunately, I managed to pick up the copy which was a 3-day loan instead of the 3-week one and didn't realise it until I received a reminder-email from the library the very next day. I am PhD student and live an hour away from campus. I only go there occasionally, so when I made this mistake, it meant that I had to make a special trip just to return this book. In this regard, I would like to suggest that 3-day loans have a big bright sticker on it so that the borrower is aware of this restriction. I know I should have checked my receipt for the return date, but it's not an automatic thing to do. So, a bright and visible sticker on the book reminding me it's a 3-day loan would have been very helpful. Thanks.
Response:	Thank you for your constructive feedback. The use of a “3 day” sticker to quickly identify this loan period has always been used, however, we have noticed over time that the stickers are falling off. As a consequence, Library staff are currently undertaking a project whereby a sticker (as you have described) will be securely adhered (by use of another form of tape) to the spine of any 3 day loan book. As you mentioned, however, the receipt that you receive when borrowing any item from the library should be used as your official return date. Lea Beranek Resource Delivery Services Librarian
13th September 2007 - Bundoora - Trial Database
Suggestion:	The British and Irish Women's Letters and Diaries - Trial Database is really very helpful. I am studying Irish History and went to the data base with that in mind. Then to realise that all of Jane Austen's letters are there in that data base. WOW! Maria Edgeworth is the Irish writer I consulted. But then there is more... two hours later I need to get on with the essay. I WOULD APPRECIATE IT IF THE BRITISH AND IRISH WOMEN'S LETTERS AND DIARIES WERE AVAILABLE at LA TROBE. Thanks for the trial. Your work is much appreciated.
Response:	Thanks for your comments about the trial database. Trials are evaluated and ranked on criteria such as content – relative to the University's research and teaching areas, currency, ease of use, price and license conditions of a subscription, etc. Any purchase decisions will depend on the priority of the resource and the Library budget for new subscriptions. Anthony Flack Library Web Manager
12th September 2007 - Bundoora - Tired?
Suggestion:	There is a guy sleeping at the computers on the bottom level. He is not using the computer and there are people that want to use the computer!
Response:	I appreciate your frustration, however, I suggest that if this happens again that you report this situation to the staff at the Inquiry Desk who will deal with the situation. Lea Beranek Resource Delivery Services Librarian
5th September 2007 - Bundoora - Noise in the Library
Suggestion:	There is a lot of general chat at the moment in the silent study area on the third floor on the mens toilet side of the building, Its quite distracting. What can be done about that? Thank-you.
Response:	Thank you for your feedback. Library staff will continue to monitor the issue of noise in silent reading areas and in particular the area you have mentioned. Lea Beranek Resource Delivery Services Librarian
31st August 2007 - Bendigo - Document Delivery
Suggestion:	Hi, Just wanted to tell you that I really appreciate all the help you have given me with document delivery. Undertaking a post graduate course, working 4 days a weeks and being a mum is a very busy life and without your promt assistance I would not be able to reach my goals Thank you again
Response:	Thank you for the positive feedback regarding this library service. I have also forwarded your comments to the library staff who work in document delivery. Jeanette Dazkiw Campus Librarian
31st August 2007 - Bundoora - Library Display
Suggestion:	Hi Just wanted to let you know that the old footage running on the plasma screen in the library is really interesting - good IT display.
Response:	Thanks for your feedback. We hope to advertise library news and events more frequently in the coming weeks via this display. Another display will be installed soon, situated above the Inquiry Desk to keep you amused and informed! Anthony Flack Library Web Manager
22nd August 2007 - Bundoora - Fines
Suggestion:	I would like to voice my disappointment at being unable to access the uni facilities recently due to having been fined. This occured at a time when it was important to me to be able to complete essential uni requirements. At the time I had not realised I had received the fines as there were not many but they had amounted quickly due to being reserve loan fines. I realise it is necessary to loan reserve items for short periods to provide equity of access for all students. As such I have accepted my responsibility to pay the fines and have done so. As this situation affected my ability to complete required tasks at the time, I have made a few suggestions below. They are based on the philosophy that all students should have access to all uni facilities at all times, however not without taking responsibility for their fair and equal use of the facilities. Here are my suggestions; 1)Allow a greater period of 'grace' for reserve loans. Eg Half an hour before the fine kicks in. 2)Set up facilities to include an option where students can return books(as well as borrow) on the computer system to facilitate their timely return according to the computer system. 3)If a student has fines, where they would be barred from using the library facilities under the current policy, change the policy to allow access to facilities within the library environment to enable them to complete uni requirements until the point when they can pay the fine. I am unsure of the process regarding how the uni makes decisions with respect to library policy changes, or how the uni takes into consideration the student's voice. However, I hope the people involved will give my suggestions some thought as access to library services is an essential and valued resource in further study and my vision is that all people are given every opportunity to learn, while still maintaining their responsibility. I look forward to hearing your considered response.
Response:	Thank you for your feedback. As you have raised a number of issues and suggestions I suggest that you and I meet to discuss this further. Please call ext 2950 to make an appointment. Lea Beranek Resource Delivery Services Librarian
17th August 2007 - Bundoora - Calculator on PC's
Suggestion:	Could we have the calculator of XP? It's eliminated from the application menu from access, but we do need it for some scientific calculation here!
Response:	When we next re-image our Client PCs we will ensure that the calculator is accessible from the application menu and from the desktop. However, if you currently wish to use the calculator it is accessible from all our PCs that have a black keyboard (the majority of PCs in the Library) by pressing the "calculator" key near the top of the keyboard. Vincent Galante Head, Library Information Systems
15th August 2007 - Bundoora - Study Carrels
Suggestion:	At 11.26am on Wednesday 15th August Study Carrel 37 had two people in it. These people would occasionally twitter away breaking the concentration of everyone else who comes to this area for quiet. This happens at least once a week, I know, as I come in once a week, and it occurs every time. It appears as though there is a demand for two person study carrels that is not being met. Is there a way to accommodate these people so that they can be kept away from single users? perhaps make the carrels at the back of the library two person carrels? If that is not possible, is there a way to deter people? Perhaps a library fine? An advertised library fine might work, even if it is not enforced. I'm very tired of having to be the bad guy who insists on having peace and quiet to work (I come to the library to get away from a house full of children!) It would be nice to know that I could send an email when two people are being annoying, and know that the person who took out the key would get a warning email, at least.
Response:	Thank you for your feedback. We will follow up the particular incident that you have mentioned. In response to your suggestion in regard to an appropriate space for group discussion - the library is currently investigating the overall use of space within the library. Lea Beranek Resource Delivery Services Librarian
14th August 2007 - Bundoora - 3 day loan labels
Suggestion:	I think it would be a good idea to re-label the 3 day loans in the library. I just got an $5 overdue fine and I had no idea the book I borrowed was only allowed to be taken from the library for three days. I know that the due date is printed on the receipt, but I don't think many people look to closely at that considering most books are 2 week loans.
Response:	Thanks you for your feedback. Systematically we are replacing the 3 day loan label where appropriate. You are correct in that the date of return of book is printed on your receipt. Lea Beranek Resource Delivery Services Librarian
14th August 2007 - Bundoora - Check-out Machines
Suggestion:	There seems to always be a long queue to check out books from the Reserve area as there is now only one check out machine. Couldn't the library put another check out terminal where they currently have the check in terminal and reposition check ins to where the old reserve returns chute is ? Students could return their own books outside Reserve then put it in the old chute that was there. I realise that then library staff have to empty a chute again but this would also stop students checking their book in then walking over and immediately checking it out again. There is supposed to be a 3 hour limit on books but it isn't working that way anymore...
Response:	Thank you for your feedback. We are currently investigating the possibility of increasing the number of self-check units in the Reserve area. In response to your question in regard to 3 hour loan – yes, this is the time limit for Reserve items. Staff are monitoring the re-borrowing situation closely. Lea Beranek Resource Delivery Services Librarian
14th August 2007 - Bundoora - Wireless Help
Suggestion:	Hi, I am in need of IT help to set up my wireless internet on my laptop. But find the hours that are currently available (i.e. 10-11 and 3-4) to be very limiting and inconvenient. I believe it would be much more beneficial for myself (and others too I'm sure) if these hours could be extended. Thankyou
Response:	We currently employ a Computer Science Student to provide Laptop Wireless and are unable to extend his hours at the moment. This will be reviewed for next year. In the meantime if you are unable to attend during the currently available hours can I suggest to go to the Computer Study Hall as they provide support during all their open hours. We also endeavor to provide accurate and easy to follow instructions for the wireless which are always available. If these instructions have failed you can you let us know how and we will attempt to modify the instructions to better help you and other students. Vincent Galante Head, Library Information Systems
7th August 2007 - Bundoora - Borrowing Card
Suggestion:	I am a external student from Curtin University trying to obtain a card so I can borrow from the Latrobe library. I turned up on a Sunday and registered for the borrowing scheme, borrowed a few books, but then was told that to be able to continue to borrow i need to go to the David Myers building to pick up a borrowers card. The card services building is only open Monday to Friday 9-5. This corresponds to my working hours. Can you explain to me who was the genius who came up with the solution that for external borrowers to borrow from the library (many who I would bet are full time workers) they can only pick up their cards to allow them to borrow in between the hours of 9-5 Monday to Friday. Why can't the library staff administer this scheme? This only seems logical. Can you suggest a way that I can obtain my card without having to take a day off work to pick it up?
Response:	To borrow from the La Trobe Library collection a current library borrowing card with your photograph is a requirement. Unfortunately, as you point out, this unit - Facilities and Services – located in the David Myer building does not operate during the weekends. As you enrolled with us over the weekend we did allow you to borrow the material that you required on that day without your card, however, you will need to make arrangements to obtain a current library card with your photograph to proceed with future Library transactions. Lea Beranek Resource Delivery Services Librarian
3rd August 2007 - Bundoora - PC's just for catalogue searching
Suggestion:	Hello...I'd like to make a suggestion for the Borchardt Library. WHY are there no workstations devoted SOLELY to the library catalogue???? It is so frustrating being in the library during peak times and needing to find only one book but having to wait 30mins+ for a workstation. The 'express workstations' during these times are usually anything but 'express' as students do not observe the time limits and standing at the end of a ten person queue makes it virtually impossible to hurry the workstation users up or remind them that it is only 15 minutes access. Even in the 'Reserve' section students are checking their external/internal emails and browsing external websites at a leisurely pace while other students are getting frustrated and irritable. Can the library PLEASE make some terminals CATALOGUE ONLY and BLOCK access to any other websites or email systems. The 'Reserve' and 'A-V' sections at the very! least should have catalogues easily accessible at any hour of the day. It is a library first and foremost, not an internet cafe, so one would expect that one could locate a book in a timely manner, even during the busy peak times. To draw a comparison with another university library, it seems to be no problem for the Baillieu Library at Melbourne University to have "catalogue only" workstations. Please HELP!!
Response:	Thank you for you suggestion of needing to provide "Catalogue only" workstations. We will review our situation, however please be aware that the catalogue also now provides many links to off-campus electronic resources. The first week of second semester also saw an exceptionally high run on our Express Workstations because many students had yet to be assigned usernames and passwords (forced to use the Express Workstations which do not require a logon) and many other students were using them for the OASIS (online tutorial bookings). Vincent Galante Head, Library Information Systems
2nd August 2007 - Bundoora - Printed receipts a waste of paper
Suggestion:	I think it is a waste of paper that the borrowing library material machine prints out paper which notice the return of reserved material. People don't even look at it before they flow it away. It will be so good if the due date or claim of return actually appeared on the screen instead. Accumulation of wasting paper is horrible.
Response:	Thank you for your feedback. The slip that you receive when you return a Reserve item is confirmation that this transaction has occurred. I would suggest that patrons retain this slip in case of a dispute over a fine. It is not practical to have this information appear on the screen for confidentiality reasons. We may investigate an alternative. Lea Beranek Resource Delivery Services Librarian
31st July 2007 - Bendigo - Opening Hours - Weekends
Suggestion:	Weekend hours should be longer with clases throughout the week its tough to squeeze in research time. I think students would agree. At least during semester, holidays I understand.
Response:	Thankyou for your feedback. Unfortunately due to resourcing issues we are unable to extend hours of opening. I will continue to monitor the situation and investigate future possibilities. Many of the library resources are available electronically supporting access for students & staff 24/7 to many of the Information Resources held by the Library Jeanette Dazkiw Campus Librarian
31st July 2007 - Bundoora - Noise Level
Suggestion:	I am increasingly disturbed by the noise level in quiet study areas of the library. Whether it be because of mobile phone use or people chatting with friends, it has become almost impossible to study in the library without being disturbed by idle chatter. Often I have to move places several times or tell people to be quiet. When I first came to Latrobe in 2005 I used to see staff policing this more frequently. The standards since then have really dropped. I find that international students and first year students are particularly loud. I am not alone in these views. Most of my friends feel the same way and have begun to study elsewhere. I really would appreciate some strong action in this area as the library is and should be the place to study quietly at Latrobe. Thanks
Response:	If your ability to study in the Library is being disrupted by excessive noise, particularly in quiet study areas, please alert staff at one of the service desks. Quiet study areas are available on level 1 and 3. There are also study areas on level 2 where quiet conversation is allowed. Fiona Salisbury Reference and Information Services Librarian
30th July 2007 - Bundoora - Mobile Phones
Suggestion:	Noise level in the quiet study areas is at an all time high. It was about time the library started in enforcing some stronger policies of the use mobile phones. I thought libraries were suppose to be place of study and quiet reading? People spend more time on mobile phones and checking out their MySpace and Facebook pages than academic research. I am sure I am not the only one who is dependent on the library as a place for study because they have no place else. Please return the library to a quiet place to study as the way it should be.
Response:	Thank you for your feedback. There are specific locations within the library for the use of mobile phone communication – unfortunately, as you point out, some patrons ignore this direction. Library staff will continue to monitor this situation. Lea Beranek Resource Delivery Services Librarian
25th July 2007 - Bundoora - Document Delivery
Suggestion:	Dear Document Delivery, A question relating to my request list in ZPortal. I am wondering if it is possible to view the year of publication in the journal article requests as is done for books? Often when I receive the requested article the PDF file or TIFF image does not contain the date of publication - and I therefore have to conduct another search to find it. Thankyou.
Response:	The Library has requested this modification with the vendor. Meanwhile if you have problems locating a date, please email docds@latrobe.edu.au with the ILL number and we will provide the date for you. Sharon Karasmanis ILDDS Team Leader
3rd July 2007 - Bendigo - Missing Books
Suggestion:	Remove from the library catalogue any books, journals, audiovisual materials etc that the library no longer has in their possession.
Response:	Thank you for your comments. I acknowledge your concerns regarding missing items. During 2007 less time has been available for staff to spend on collection maintenance due to staff reductions. We are hopeful that for 2008 this situation will be improved and important activities related to collection maintenance will be resumed. During the semester break some improvements should be experienced, with staff targeting key areas of the collection for checking as well as undertaking some of the work associated with missing items. Jeanette Dazkiw Campus Librarian
21st June 2007 - Bundoora - Carrel Booking
Suggestion:	Would it be possible to have the Carrel numbers in bold on the internet booking form for study carrels? Selecting a carrel that is available on the day you want it is taking twice as long as it should because it is so difficult to separate the carrel numbers from their booking times.
Response:	Thank you for your feedback – please check the catalogue for we have now implemented a test based on your suggestion on carrel 314 located on the bottom of the list. Lea Beranek Resource Delivery Services Librarian
20th June 2007 - Bundoora - Opening Hours
Suggestion:	Why have the library weekend opening hours been reduced again in the middle of the exam period? This is very frustrating and seems to show a lack of regard for the needs of students especially at this time of year.
Response:	The Library weekend opening hours in 2007 are the same as they were in 2006. Unfortunately due to resourcing issues we are unable to extend hours any further in 2007. We know this is an issue for many students, especially during exams, and we will continue to investigate the possibilities. When we are in a position to offer extended hours we will advertise the changes. Fiona Salisbury Reference and Information Services Librarian
19th June 2007 - Bundoora - Inquiry Desk
Suggestion:	I'd just like to let you know how impressed I was with one of the staff members this morning. My husband had decided to drop in for a surprise visit after returning from overseas and requested my the number of my study carrel. He tells me he found obtaining the number very difficult, had to produce photo ID and everything. I would just like to thank the librarian who was so cautious; had the visit been ill intended for whatever reason the purpetrator would have been identified. As it was, I was very happy to see my husband! Thanks again, keep up the good work.
Response:	Thank you for your positive feedback highlighting the professional approach taken by library staff in this situation – your encouraging comments have been passed on to all staff who work at the Inquiry desk. Lea Beranek Resource Delivery Services Librarian
15th June 2007 - Bundoora - Catalogue Scopes
Suggestion:	There is a problem with an important link on the Library web page. The link on the top bar to Catalogue always take you to the Albury - Wodonga Catalogue. Although it is possible to get from there to catalogues for the other collections this seems an odd way of going about it. Surely this link should go to a list of all the campus catalogues or to the whole library catalogue.
Response:	This behavior is actually on purpose. The links are 'scoped' depending on which campus you are searching from. Since you are using an Albury-Wodonga computer (IP range) it will default to this scope. If you are off-campus/at home, you will receive the entire collection scope. This scoping technique works at Albury-Wodonga, Bendigo and Bundoora campuses. Anthony Flack Library Web Manager
12th June 2007 - Bundoora - Reshelving Books
Suggestion:	I wish to make the strongest complaint about the sorting shelves between numbers 360-499. For weeks it has been a mess. the books are all over the place as are the labelling. Could someone do something urgently.
Response:	Thank you for highlighting this issue in regard to shelving. I appreciate your frustration, however, due to unforeseen staffing circumstances coupled with the additional return of items (as is the norm just before exams), there has been a noticeable shelving backlog. We are very conscious of the situation with the sorting shelves between numbers 360-499 and have consequently organised a concentrated shelving exercise to address this situation. Lea Beranek Resource Delivery Services Librarian
8th June 2007 - Bundoora - Book availability
Suggestion:	hi. i was searching a book from couple of days and the system was showing it as available but it was not on the shelf even not on the sorting area and when i enquire about that at information desk, then i got reply as this book is not borrowed since 2003 so please arrange the copies of books so that other students can read it as this semester is at its end. the book name is Applications programming in ANSI C. and call no. is 005.133ca J71 al. so please put this as importance because only one book is available in bundoora general and it is of the case mentioned above
Response:	In response to your recent query: You will find that an available 1996 edition of this title is currently available in the Reserve Collection; an additional copy (1996 edition) is missing, however, we have activated a search; a 1993 edition of this title is currently "on loan" due back 27 June. You have two options therefore - place a hold on the 1993 edition or use the available 1996 edition that is held in Reserve. Lea Beranek Resource Delivery Services Librarian
7th June 2007 - Bundoora - Document Delivery - ISBN/ISSN
Suggestion:	Dear Sir/Madam, A suggestion for Document Delivery! It was recently explained to me how document delivery works behind the scenes - that is the automation of people's requests. Apparently items are retrieved automatically if requestees fill out the ISBN and ISSN numbers. Not only does it save library staff time, but also enables the request to be fulfilled much quicker. My suggestion is that on the Document Delivery website this fact is highlighted. Having been a keen requestee for many years I diligently fill out the other details but have never really bothered with the ISBN/ISSN as I thought it was of secondary importance. If more people were aware of the centrality of this piece of information I as sure they would fill it out thus saving everyone more time. Thankyou for your time in this matter. yours faithfully
Response:	Many thanks for your suggestion. Our Online Tutorials and User Guides encourage the use of the Advanced Search feature in the system, this feature automatically inserts the ISSN and ISBN into the request. We will discuss your comments and see where we can add this information on our web page. It will certainly assist our workflow if used by more of the Library's clients. Your feedback is really appreciated, thank you. Sharon Karasmanis ILDDS Team Leader
6th June 2007 - Bundoora - Male toilets
Suggestion:	The level of cleanliness of the male toilets on level 3 is almost always questionable, and sometimes descends to a level that can only be described as absolutely disgusting. I suspect that the cleaning schedule is still based on a much smaller student body -- but whether or not that is the case, an increase in cleaning frequency is sorely needed. I am aware that library staff has already addressed Buildings and Grounds repeatedly on this issue, but perhaps it is time for a more strident approach.
Response:	Thank you for taking the time to provide detailed comments - these will be forwarded to the relevant departments on campus. The Library has approached the Buildings & Grounds Division about future plans for upgrading the toilets in this building. At this stage their focus is on toilets in the public areas on campus. Rosemary Cotter Administration Librarian
5th June 2007 - Bundoora - Podcasts
Suggestion:	Hi there, just noticed the podcasts, and was interested in the google scholar one. Although i do have the technology to download the podcast, I must admit I prefer to read this kind of information. Could you please upload a transcript of each podcast next to its audio file? This would also greatly improve the accessibility of the service for people who don't have the technology to download and/or are hearing impaired. Cheers!
Response:	Thank you for your feedback. I have added the transcripts for the podcasts we have scripts for. In future we will add a transcript for all podcasts. Anthony Flack Library Web Manager
31st May 2007 - Bundoora - Reshelving Books
Suggestion:	There is absolute chaos in the sorting areas. Where i have had most trouble is in the 306-400 area. Not only can i not find any books i have no time to look for it as i need to study for my exams. Why are there rarely people around to put them away? I get totally frustrated at this.
Response:	Thank you for your feed back. I apologise for this inconvenience, however, we were experiencing a temporary reduction in available staff to complete this task. We have now addressed this situation and already there has been an improvement in the backlog of shelving. Lea Beranek Resource Delivery Services Librarian
31st May 2007 - Bundoora - Noisy Library
Suggestion:	I find it extremely difficult to find an area of the library in which to work on a computer without being surrounded by people talking loudly and answering mobile phones. I believe that in the last four years I have been here, rules about noise and phones have been enforced, but this enforcement seems to have ceased to exist. The library in an academic institution should be a place in which quiet study is the norm, and as students who pay fees, we deserve to have access to such a space.
Response:	If your ability to study is being disrupted by excessive noise and people using mobile phones in the Library please see staff at one of the service desks. Mobile phones should be switched to silent in the Library and use of mobiles is only allowed in phone friendly areas. Quiet study areas are available on level 1 and 3. Fiona Salisbury Reference and Information Services Librarian
29th May 2007 - Bundoora - Extended Opening Hours
Suggestion:	Is there any chance that the extended weekend hours the library have at the end of semester be permanent hours. I much rather study at my home institute on the weekend than another library. 11-5 are much more useful hours than 1-5 that applies for the majority of semester. I juggle full time work and study and find that I am in the library most weekends because I have nowhere else to study(Although sometimes the library is noisier than my home).
Response:	The Library has had a number of requests for extended opening hours, but unfortunately due to resourcing issues we are unable to extend hours any further in 2007. We know this is an issue for many students, especially on the weekends, and we will continue to investigate the possibilities. When we are in a position to offer extended hours we will advertise the changes. Fiona Salisbury Reference and Information Services Librarian
25th May 2007 - Bundoora - Increase the fines!
Suggestion:	I was wondering if anything could be done regarding people not returning books on time when someone esle has placed a hold on it. For the second time, I am waiting for a book that is overdue to be returned. It appears that the current amount people are fined is not a sufficient incentive to return books. May I suggest that these are increased to a level where people think twice about not returning a book?
Response:	Thank you for your feedback. I acknowledge the frustration you and others must feel when you have placed a "hold" on a book only to find that this item has not been returned by the due date. We have a penalty system set in place which we believe is fair and equitable, however, unfortunately, as you point out, this is not always an "incentive to return books" on time. Further details on the fine system. Lea Beranek Resource Delivery Services Librarian
25th May 2007 - Bundoora - 3 Day Loan Stickers
Suggestion:	The 3 day loan stickers need to be much more visible. They are only on the front of the books (not the spine) and when the orange stickers are on an orange cover they are virtually impossible to see.
Response:	A fluorescent orange sticker with a black 3 is placed on the spine of a book to indicate that an item is restricted to a three day loan. The other indication that you have borrowed a "3 Day loan" item is the due date information that is printed on your "loan receipt" that you receive when you borrow the item. Please check your receipt when you borrow from the library for it is your responsibility to return all items by the due date. Lea Beranek Resource Delivery Services Librarian
24th May 2007 - Bendigo - Noise
Suggestion:	I am absolutely fed up with the party atmosphere that prevails at the computer stations on the Mezzanine level. Laughing, joking at the top of voices. It is just not fair to us trying to work and research at this level when there is gaggle of students having a social encounter that is really totally out of place at this location. Thats what the cafe is for!! Help please.
Response:	Your complaint is noted and I appreciate your concern. Library staff where possible do attempt to maintain a conducive environment for study and research. Unfortunately when the library is very busy staff may not be aware of excessive noise on other levels. I will alert all library staff so that we can increase monitoring noisy areas. I would also encourage you to seek assistance from librarians at the Information Desk if this continues to be a problem so that immediate action can be taken. Jeanette Dazkiw Campus Librarian
23rd May 2007 - Bundoora - Library Account Access
Suggestion:	I would find a link to 'My Account' on the Library Homepage useful, instead of inside 'Services for Students / View, Review Loans (Your Patron Info).' Thank you.
Response:	Your account can be accessed directly via the "View/Renew Loans" link on the homepage. Anthony Flack Library Web Manager
23rd May 2007 - Bundoora - Spelling mistake
Suggestion:	On the Bendigo website on Christian groups please check the spelling of CalvAnist. In addition add "Catholic Apostolic". From that group came such noted people as Meg Lees and Carl Wood - and even Judith Wright's family.
Response:	Thank you for letting us know about the spelling mistake, it has now been corrected. If you have a specific website that you have in mind for "Catholic Apostolic" then feel free to let us know. Anthony Flack Library Web Manager
22nd May 2007 - Bundoora - Borrowing History
Suggestion:	I like the online renew system of the LTUL. However, it would be great if I could track all the books that I have ever borrowed from the library. It would help me refer back. Recommendation: Put a several section on renew page which shows books returned. Thanks.
Response:	Thank you very much for your comment - it sounds like it would be a useful improvement. As we are currently reviewing various aspects of the Library catalogue we will consider implementing your suggestion during 2007. Fiona Salisbury Reference and Information Services Librarian
16th May 2007 - Bundoora - Patron Info
Suggestion:	I cannot find the "Patron Info" when I look at the library homepage nor when I look under "Services for" or "Useful information". If it wasn't for the reminder with the link I would never be able to find a record of my borrowings.
Response:	Your "Patron info" can be accessed via the "View/Renew Loans" link in the Catalogue section on the homepage. I have also added a link from the "Service for..." pages to assist in finding the page in the future. You can also search the Library website via the search box in the top right corner to help you locate a page. Anthony Flack Library Web Manager
15th May 2007 - Bundoora - Laptops: access to power and wireless network
Suggestion:	I think it would be really appreciated it if the two tables near the new computers on level 3 were clearly marked as laptop only tables. It is so frustrating when people are reading newspapers or doing group work on these tables (things that could easily be done elsewhere in the library-particulary since there are heaps of sofas nearby) Other people dont seem to understand that most other tables in the library dont have easy access to the wireless or to a powerpoint. It is annoying enough having to drag a laptop to uni but I get really annoyed when I have to wait in line for a spot on that table because it is full of people who dont actually need to be there.
Response:	Thank you for sending us your suggestion. We do understand that facilities need to be provided for laptop use and the two tables on Level 1 had been designed for group use, possibly including the use of laptops. There are floor plans where you can check for the location of powerpoints on each of the three floor levels, and select 'Computers & Other Equipment'). On Level 2, adjacent to the main copier area, it is planned to provide further PCs and also more tables with power outlets for individual laptops. Rosemary Cotter Administration Librarian
10th May 2007 - Bundoora - Response to events on Tuesday 10 May
Suggestion:	Hello, I would just like to express my sincere appreciation for the way campus security, library staff, and other university staff have handled today's events. Sadly I have been witness to a similar events in the past, but the way you have approached this contrasts quite favourably with my earlier experiences. Especially the calm and organized way in which you managed the evacuation of the building and later organized the re-opening and admittance was impressive. Thanks!
Response:	Thank you indeed for providing feedback which will also be forwarded to relevant areas in the University. Rosemary Cotter Administration Librarian
10th May 2007 - Bundoora - Problem with roof of library
Suggestion:	You may have a problem with roof on the library. Yesterday, when it was raining heavily and for some time afterward, water was running through the eve and down the outside of the wall. About half way down the north east wall of the newest section of the library.
Response:	Thank you for taking the time to detail this problem. We have alerted the maintenance dept and requested some investigation. Rosemary Cotter Administration Librarian
10th May 2007 - Bundoora - Toilets and air conditioning
Suggestion:	Please clean the toilets up and then get them refurbished. The smell in the men's is disgusting! And fix the airconditioning! Where do our fees go?
Response:	Toilets: I have forwarded your email to relevant dept in the University. Air conditioning: we need to receive details of where there is a problem with the air conditioning, i.e. level 1 or 2 or 3, and whereabouts on a floor. Monitoring devices/controls are located in different areas throughout the building. Please send further details if still a problem. Rosemary Cotter Administration Librarian
10th May 2007 - Bundoora - Catalogue suggestion
Suggestion:	Given the high probability that the same people borrow the same books why can't the catalogue give you a: "people who borrowed this title also borrowed:"
Response:	Thank you very much for your comment - it sounds like it would be a useful improvement if available. As we are currently reviewing various aspects of the Library catalogue we will consider your suggestion for our next round of updates at the end of the year. Fiona Salisbury Reference and Information Services Librarian
8th May 2007 - Bundoora - Holding Books
Suggestion:	I needed to borrow some books today, but left my library card at home. I was informed by the woman at the information desk that you longer will hold books for people to pick up the next day. The women (who was very nice) said there was no space any more... yet there there is a massive empty area where the borrowing desks were last year! Ridiculous and unhelpful rules and regulations like that make life so difficult for students who are already busy and stressed!
Response:	Thank you for your feedback. In the past, under special circumstances, the library staff would hold a book behind the desk for a student who needed to leave the library for a short period – this was not common practice. We currently do not hold books for students, even if that student has not remembered their card and wishes to pick the book up the next day. If we did this, it would mean that the particular book in questions would be out of circulation for 24 hours or more. Given that there would not be any formal hold placed on the book, just merely sitting behind the desk, would also mean that according to the library catalogue this book should be on the shelves, therefore misleading your fellow students on the location of the book. Lea Beranek Resource Delivery Services Librarian
3rd May 2007 - Bundoora - 3 Day Loans
Suggestion:	Hi, Just a comment on a 3-day loan book I borrowed recently. The only indication that this book was a 3 day loan was a small number 3 on the spine. Normally books have stamps or obvious stickers indicating restricted loans. I believe that this "3" is too subtle to be noticed, though I suppose I will notice it in future from now. Unfortunatley I have earned a $4 fine which I feel is unfair given the books lack of marking. Is this the usual way of indicating restricted loans?
Response:	Thank you for your feedback. A fluorescent orange sticker with a black 3 is placed on the spine of a book to indicate that an item is restricted to a three day loan. The other indication that you have borrowed a "3 Day loan" item is the due date information that is printed on your "loan receipt" that you receive when you borrow the item. Please check your receipt when you borrow from the library for it is your responsibility to return all items by the due date. Lea Beranek Resource Delivery Services Librarian
2nd May 2007 - Bundoora - Computer Usage
Suggestion:	I noticed recently in the AV computer area a staff member that kicked off some noisy people who weren't using computers for uni stuff - it was great! Does this happen in the other computer sections? Any chance of it happening more often?
Response:	When possible, and if appropriate, library staff do try to monitor computer use in the library. Lea Beranek Resource Delivery Services Librarian
1st May 2007 - Bundoora - Notice Board
Suggestion:	The computer waiting line areas would be an excellent site to position bulletin/notice boards. There is frequently a considerable waiting time until a computer becomes available and a bulletin board positioned between the computers and the divider strip would be certain to be read for it would provide alleviation from boredom while waiting. As long as the boards were low enough to be seen over from the front of the queue they would present no inconvenience.
Response:	This is a good suggestion. We are always looking at new ways of keeping students up-to-date with our services to help them with their study. We will certainly consider this in our regular review of publicity strategies. Thank you for taking the trouble to pass it on. Margaret Wanklyn Manager, Library Publicity and Public Relations
30th April 2007 - Bundoora - Document Delivery
Suggestion:	"View document" its the only select button I need to find once I'm notified by email that an document has been received through document delivery. Is this too hard? Ah but what hard work has been done! What mastery of compex data configuration has been undertaken! How dare I, a simpleton on the road to intellectual eridition should neglect to pause, if not tarry at the idols and icons of distraction, ever seeking to claim my attention and thus justify their futile existence, when they are but noise, vapours of noxious, futility/vanity set to block the ardent and focus quester after relevant knowledge. A "view document" button! A "view document" button! for a library! exclaimed exasperated descendent of Richard the III!
Response:	An Online Tutorial and User Guide are available for your convenience from the Document Delivery page. There are also Document Viewing Instructions to assist you further. If you experience further difficulty, please complete the online help form or Telephone 9479 2927 during business hours. Sharon Karasmanis ILDDS Team Leader
30th April 2007 - Bundoora - Level of Service
Suggestion:	Hi. I completed the Bach of Nursing degree in Dec 06 and now work as a Nurse. I never would have thought that I would miss the Bundoora Library so much: the atmosphere, the available resources and of course, the faces of Staff members and friends. I regularly read the 'View Replies' section and am happy to note that the Library is steadily improving its service to patrons. GOOD ON YA, LIBRARY!! WELL DONE!!
Response:	Thank you for your positive comments about the service the library offers. The Library is committed to achieving the highest standards in the provision of service and resources and it is always rewarding for staff to receive such encouraging feedback like the one you have posted. Much appreciated from all library staff. (Good luck in your future pursuits in the nursing industry) Lea Beranek Resource Delivery Services Librarian
24th April 2007 - Bendigo - Computer Use
Suggestion:	It is really frustrating when you are waiting to use a computer on the mezzanine to do printing, or an assignment, to watch people looking at "myspace".
Response:	Thank you for your comments I understand your frustration. My suggestion that may assist you in avoiding this situation in the future is to encourage you to book one of the Information Stations near the Information Services Desk on level 1. This bank of PC's can be booked for specific times and in advance up to one week. The booking sheets are located near the bank of PC's. Please ask at the Information Desk if you need assistance. Jeanette Dazkiw Campus Librarian
24th April 2007 - Bendigo - Staff
Suggestion:	I just want to say despite the cut backs you are all still doing a fantastic job.
Response:	Thank you for your comments. Library staff appreciate your positive comments related to their work. Jeanette Dazkiw Campus Librarian
24th April 2007 - Bendigo - Wireless Network
Suggestion:	The Wireless Internet is very inconsistent and only seems to work at random times. It has something to do with it being unable to pick up the IP Address in my Acer Notebook.
Response:	Thank you for your comments. The specific problem with your notebook will need to be addressed by the Library's System Officer. You may arrange an appointment at the Information Desk to consult with him regarding the problems associated with using your specific laptop in the library. There were some problems with the wireless network a few weeks ago, this was reported to systems staff and has been rectified. Jeanette Dazkiw