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Ask Us, Tell Us - View Replies
Thank you for your questions and suggestions. This feedback helps us to improve the Library!
| 18th August 2008 - Bundoora - Thanks.. | |
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| Suggestion: | I would like to thank the Librarian who was on duty at the enquiry desk this morning (18th Aug)from approx 9am onwards. Her support and understanding as well as practical help was invaluable Thankyou!!! |
| Response: | Thank you for your positive feedback highlighting the professional approach taken by this staff member - your encouraging comments have been passed on. Lea Beranek Resource Delivery Services Librarian |
| 18th August 2008 - Bundoora - Printing and photocopying system outage | |
| Suggestion: | Today, Saturday 16th of August, 2008, there is no possibility of recharging your student card for printing. I am spending too much money and life sacrifices at the age of 44yrs, to get an education, to come in on the weekend and find this situation. The staff at the library have tried to contact the appropriate person when machines break down but all they get is an answer machine. I have been contemplating changing universities for a while and feel my mind might have been made up today. This, quite frankly, is not good enough. Will you have a stall on your open days that promote this situation? I don't think so. looking for a better university. have a nice day |
| Response: | Thank you for your feedback on the extended unavailability of the printing and photocopying system over the weekend of 16 and 17 August. Library staff followed their established procedures to contact the service supplier on Saturday and Sunday, but were unable to achieve the resumption of the service until Monday morning. This level of service is not consistent with the service level agreement the Library has negotiated, and we are now working with the service provider to ensure as far as possible that there is no recurrence of this extended service failure. Please accept our apologies for the inconvenience caused by circumstances beyond our control. Geoff Payne Director, Library Corporate and Financial Services |
| 18th August 2008 - Bundoora - Opening hours | |
| Suggestion: | As an international student I use the facilities of the library every day. I must say that the hours you are open are very unsatisfying. For an academic institution to not have a library open past 6pm on Friday and only open for 4 hours each on Saturday and Sunday is to my opinion unacceptable and unfair to the students. I hope that during exams this is not the case and there are extended hours. Also, with the library having such short hours on the weekend how is one to use reserved books? These are the books I generally tend to need and I do not always know what I am looking for to photocopy. As well, using the books are free and I now have been forced to spend my money on photocopying because the hours are substandard. |
| Response: | Thank you for letting us know your views on Library opening hours. We realise that many students would like opening hours to be extended. The Library has scheduled extended hours on weekends during exams in 2008 and we will consider how to further improve hours during the week and on weekends for 2009. Any changes for 2009 will be advertised on the Library web site. Fiona Salisbury Reference and Information Services Librarian |
| 15th August 2008 - Bundoora - Quiet places to study... | |
| Suggestion: | Long gone are the days of libraries being quiet places to study. The library has become more like a common room. People are eating, holding telephone conversations at the top of their voice and using the computers to check their facebook page rather than research. The library staff seem disinterested or over worked to police the noise levels, computer abuse and the general lack of respect people give to this vital facility. I am a student with a disability and would love to be able to find somewhere quiet to study on level two, it would save me having to use the lift that often is locked by the shelving staff. I know that times are hard for universities, but there really needs to be some enforcement of some basic rules by the staff to ensure the library returns to a place of research and study rather than a good place to hang out and meet your friends. |
| Response: | Thank you for your feedback and I do acknowledge your frustration. Library staff will continue to monitor the issue of noise in silent reading areas particularly level two. I would like to assist you further in locating a suitable quiet area to study that will not inconvenience you (and to discuss the lift issue you have mentioned). Could I therefore suggest that you call either Sami Bagdas on ext 1127 or me on ext 2950. Lea Beranek Resource Delivery Services Librarian |
| 24th July 2008 - Bendigo - Reserve Items | |
| Suggestion: | I have been at the university for 3 years now and i really appreciate the services offered at our regional library. However, on many occasions I've came a across a major issue. Although it is not a direct problem associated with the library services, i believe it should still be addressed. Each semester I found myself checking our psychology handbook and cross analysing it with the books on 3 hour loan in the library. I thought that since we were third year students that we'd atleast have some initative to take responsibility. However this was not the case last semester when it got to exam time and had to catch up on readings only to find that the essential readings hadn't been put on 3 hour loan and someone had hired it out the books for over two weeks. I just hope for them that they aced the exam and made up for us not being able to cover all examinable material. Maybe its an idea to try and work out how we can address this huge issue. I understand that the library asks the lecturers to put in the lists prior to semesters starting, but this just doesn't seem enough. |
| Response: | I understand your frustration when unable to obtain the text you required. We rely on academic staff to alert us to items that are likely to be in high demand for courses and are required reading by large numbers of students, so these items can be placed in Reserve. The Reserve area however does have space limitations so all reading materials for units cannot be relocated to Reserve. The Library does send reminders to academic staff asking them to nominate titles for reserve each semester. The other option for students is to place a hold on items they need, where there are multiple holds on an item the borrowing period will be reduced to 1 week, this ensures that an item circulates more quickly than the standard loan period. The Library does not receive course handbooks and staff time to check these for all courses would be significant. The Library has a range of system triggers to alert to high demand items that enables us to consider the transfer to Reserve, however this is not going to replace the direct advice from academic teaching staff. My other suggestion would be to speak with the Psychology teaching staff about your experience as they may wish to nominate further titles to be placed into the Reserve Collection. I have also alerted Reserve library staff who liaise with academic staff so they are aware of the issue. Thank you for your feedback, it is always helpful to be aware of student experiences using our library services and we will continue to monitor the use of Reserve for high demand items. Jeanette Dazkiw Campus Librarian |
| 3rd July 2008 - Bundoora - Print jobs | |
| Suggestion: | I would like to suggest that there is improved signage and communication re: length of time that print jobs are held before deleting. I assumed that they would be present all day, however I did not anticipate that my full day of work and research would be deleted after 90 minutes. Fortunately I was able to recover most of the data through my history. If signage was improved a lengthy recovery process could have been avoided. |
| Response: | Thank you for the feedback. With the roll out of the new printers which will now enable double sided and colour printing we will improve our signage to alert users to queued print jobs are only held for 90 minutes. Vincent Galante Head, Library Information Systems |
| 1st July 2008 - Bundoora - Opening hours | |
| Suggestion: | My suggestion is in regards of opening hours for the library. Having been to other universities such as VU and Monash, I want to know the possibility of increasing opening hours during week from Monday to Friday. To match other campus hours could the following times be applied: Monday to Thursday: 8:30am to 12am Friday: 8:30am to 9 or 10pm. Also since the library opens during exam periods on weekends from 11am could you also make this applicable outside exam periods? |
| 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 |
| 23rd June 2008 - Bendigo - Emerald Fulltext Database | |
| Suggestion: | Emerald fulltext database appears to have become a misnomer because, since its upgrade, it now seems to have very few articles available in full text (only abstracts). It may just be something to do with my latest subject, but it is rather disappointing because I have previously found lots of useful refs within it. |
| Response: | Unfortunately the Emerald upgrade was only to the searching software and not the content of the database. It would be useful to know precisely what subject(s) you have been searching for in Emerald because we may have access to other full text resources which are better for the topic. For example I am thinking of the Factiva, PROQUEST, ABI, Informit and Expanded academic databases as possibilities. If you can get back to us perhaps we can put you on to the most relevant... Hoping to hear from you soon Eva Fisch Collections Librarian |
| 10th June 2008 - Bundoora - Printing | |
| Suggestion: | I have just gone to print a document 2 to a page and it has printed blank. This is about the 20th time this has happened and it requires going to the desk, explaining to one of the staff who appear disinterested and unhelpful, and who query whether you've printed correctly; then you have to take your usb stick to the reception and have it printed there (that's if the staff member is good enough to do that), which all equates to a monumental waste of time and not to mention paper which is the point of printing two to a page in the first place. Please please arrange the printers to not have this problem. it's a fundamental resource to be able to print to save paper!!! thank-you. |
| Response: | Thank you for your Feedback and here is our considered reply. 1. The existing printers are due for replacement in July. These will allow for double sided printing and it is hoped that some of the existing issues may be resolved with the newer printer drivers. 2. The problem you have experienced is in trying to print "two pages per sheet" of a document formatted as "US Letter" and then not changing the scaling factor to "A4". Instructions for doing this can be found from the Library website. Vincent Galante Head, Library Information Systems |
| 10th June 2008 - Bundoora - CAVAL card access | |
| Suggestion: | I am a PG student from Deakin and use my Caval card to borrow from La Trobe. As requested, I used my Caval card number for La Trobe to renew loans on line. The Caval ID number is rejected as a library ID as it has too few numbers to be considered secure. Your solution? |
| Response: | From your description, it is hard to identify the exact reason for this problem. I therefore suggest that you phone the staff at the Inquiry Desk (on 03 9479 2922) who will be able to talk you through the possible scenarios for this message. I am confident that this issue will be resolved. Lea Beranek Resource Delivery Services Librarian |
| 6th June 2008 - Bundoora - Is it hot in the Library? | |
| Suggestion: | Hi, I was just feeling that the library is a bit warm that it causes me headaches. Have you received any similar comments regarding the warm environment inside the library? And if so, would it be possible to put the temperature down? |
| Response: | The temperature varies in different parts of the building. If you are consistently experiencing one area as being to warm please notify us and we can have that checked. As an alternative you may like to try working in different sections of the building to find an area which is more comfortable for you. Ian Smith Manager, Library Human Resources |
| 4th June 2008 - Bundoora - Books on hold | |
| Suggestion: | The library provides an excellent service in every respect. However, I would like to suggest that a more flexible policy be observed regarding the temporary loaning through reserve of books on hold, for photocopying by other students. The sheer frustration felt by those who would only require a book for ten minutes, only to be denied access to it, I'm sure can be appreciated. |
| Response: | Thank you for your feedback. I appreciate your frustration, however, your suggestion to alter our "Hold" policy is not possible at this time. Perhaps if you would make an appointment to see me, I could discuss some possible alternative solutions. Lea Beranek Resource Delivery Services Librarian |
| 29th May 2008 - Bendigo - Installation of Airconditioning - level 2 | |
| Suggestion: | Whoever organised to have construction work done in the middle of the day- in the library- the week before exams are to start needs to have their head examined=( |
| Response: | I understand your frustration and apologise for the inconvenience yesterday. Yesterday the work being undertaken was extremely noisy. The Buildings & Grounds Manager has assured me that there will be no further activity that creates excessive noise during library opening hours over the exam period. Jeanette Dazkiw Campus Librarian |
| 14th May 2008 - Bundoora - Stapler Machine | |
| Suggestion: | Re Stapler Machine Please just provide some basic staplers Attach them to the desk if you must But for goodness sake please provide a basic grass roots implement/s Surely the library budget can afford this request The model provided that on the rare occassions is working is obviously far too sensitve to be in a university library Please, pretty please, put it out of it's misery and into permanent retirement Paper clips although appreciated are useless From a frustrated student |
| Response: | Thank you for your feedback. We will consider your suggestion. Lea Beranek Resource Delivery Services Librarian |
| 7th May 2008 - Bundoora - Access Google Scholar from Wireless | |
| Suggestion: | We are not allowed the use of Google Scholar through Library website when connected on the Internal Wireless network. This does not seem to be logical as Google scholar can only be used as a study resource and access to it should be allowed internally! |
| Response: | Your right, it doesn't seem logical - that's why we don't block access! I would suggest checking your Wireless configuration first. If your still having trouble Technical Support is available Monday to Friday, 10 - 11.45 am & 1 - 2.45 pm, located near the Inquiry Desk. Also, if you are off campus/at home you will need to set Google Scholar to use La Trobe Uni as your institution. Anthony Flack Library Web Manager |