Feedback to the Library, November 2005

NOTE: Comments are edited to remove names of specific employees or users. Comments with names go to "Askref" for response or are forwarded to the appropriate person for a reply.

The location is only identified as "Library", "Campus" or "Off-Campus" to protect the anonymity of users. Comments received on paper forms may be entered several days after they were submitted.

Date/time   Location

Tue Nov 1 21:48:24 2005 Campus

Please upgrade the macs to OS 10.4 "Tiger" since it has many new features and also could you put XCode or other development tools for programmers on these computers too. Most of this is free software anyways.
Library response: We will be upgrading all the Macs to OS 10.4 sometime in the next month or so. We already have one Mac with it (ICSCN615m). As far as the development tools, this isn't usually something we support. Is this something you need to use for a class? If it is greatly needed for a class, then you can have your professor request it be added to the Information Commons.  Mike Birdwell, Digital Library & Information Systems Team.

Thu Nov 3 15:07:20 2005 Campus

11/3/05 at about 1:30pm I needed help with the computer system and the consultant on duty was most helpful and kind to me in spite of the simple nature of the problem that I had, the consultant's name is Rae and I can't thank her enough for the help which she gave me on that day. I felt that I should make library services aware of this and I would also like to thank and commend the other consultant whose name I did not get. thank you,

Library response:  Thank you for taking time to share your positive experience with the library. It is always uplifting for all of us to know that we are appreciated. I have forwarded your comment to Rae and her supervisor and shared this comment with all Library staff.  By the way, the other reference consultant's name is Laurie.  Vicki Mills, Undergraduate Services Team.

Fri Nov 4 10:47:02 2005 Library

This comment was left on the bulletin board in the Main Library: Eastern Arizona Courier -- missing since April, Scottsdale Tribune -- missing since December, Arizona Republic - only random copies since Decmember. I have complained about these several times! Why don't you take down the banner outside? Because you people don't care AT ALL about what customers want!
Library response: We know that the there are problems with the Arizona Republic, we are paying for it and have talked to them many times and they don't seem to be able to deliver the paper to the library on a regular basis -- we will continue to work on this title. The Eastern Arizona Courier is also a problem -- again we pay for it, but don't receive it regularly. Finally, the Scottsdale Tribune has merged with the East Valley Tribune, so it no longer exists as a separate publication. There are several groups in the library working on getting our records correct and getting the papers delivered regularly. Vicki Mills, Undergraduate Services Team

Fri Nov 4 15:04:17 2005 Library

The computer screen in the map/microforms/reading room area are in dire need of repair or replacement. They consistently mess up and make whatever the person needs unclear and visually confusing.
Library response: This has been reported to the Library System Team and they will correct it as soon as possible. Vicki Mills

Thu Nov 10 20:04:56 2005 Library

internet search engines followup It still seems like you are not willing to share the reasoning for removing a page of content from this website, not just making it harder to find. Studying that issue seems to be not possible. I think you should immediately bring it back and require people type "i understand" or something after presenting your argument that they are almost certainly going to waste there time like a "yahoo" given that much better resources are available. Perhaps info about the costs for increasing from 2 to 1 simultaneous user on the database mentioned or increasing it would be valuable. I think that even one user if some sort of five minute scheduling interface was added would be sufficient. What's frustrating with busy signals is the inability to express interest or know when another attempt will be more successful. Unlike a line of patrons waiting for a book it's hit or miss. More then one of ten attempts resulting in failure withotu any feedback other then try later seems unfortunate even though spending money would not be reasonable to avoid it perhaps. I think the amount it's used more then how many at one time should price it. Again all other complaints aer not only rarer but seem to lack the merit that the search engine one does. Before typing any search engine we should havea chance to hear some advice from you by drilling to it instead. I will seek some other website to drill to yahoo etc. from- perhaps pima's or the city's even though they don't have anything to say like you did in the past .... I suppose this will also force me to create a page of links I use regularly I have to sign into once to access which I've done in the past and should not of stopped. WHere it not for your page I might not of started to use vivisimo......
Library response: Thank you for your comments regarding the Library's website. We have received other requests to return the search engine page and we are giving it serious consideration. In January we will begin testing the usability of our website and if the search engine page has not returned by then we will certainly test the efficacy of it at that time. I believe the reason the web search page was removed was that it was thought it wasn't necessary or used by our customers. We see now that it was used by some of them, so this suggestion is being seriously considered. About databases with restricted numbers of users, we make thoughtful decisions about the number of user licences we buy for all of databases based on use and cost. Tom Marshall, Technical Services & Archival Processing Team and Vicki Mills, Undergraduate Services Team

Fri Nov 11 20:00:33 2005 Library

Hi. The men's bathroom (B234) is deplorable. It needs to be cleaned on a regular basis. Today it is especially bad. Being cleaned means more than just replacing the paper towels, which are out right now. It means mopping the floor, wiping the sinks, cleaning the toilets, etc. It has been horrible the last couple weeks. I have been walking up or down a floor to use another bathroom in better shape. Please do something about this. Thank you.
Library response: Thank you for your comment. I have passed your comment to the University Facilities Management Custodial Director for his review.

The restrooms in the Library are currently cleaned and disinfected once each weekday between 3am and 11 am by the custodial team. They are checked once again prior to 3 pm and cleaned as necessary. On weekends the restrooms are only checked for trash disposal and paper product availability. Unfortunately, the University budget does not permit any additional coverage at this time.

All users can help by cleaning up after themselves. This includes wiping sinks after use and proper disposal of trash in the containers. Jim Fromm, Building Manager

Tue Nov 15 16:04:55 2005 Campus

Hello, I would like to send in a complaint. Please clean the carpeting area under the computer stations in the ILC, it smells of feet. I am a student and I think that people should not be allowed to take their shoes off and spoil the carpeting.
Library response: The carpets are cleaned by the FM carpet cleaning crew twice each year. They are working in the building now, but haven't worked their way to the 1st floor. They are currently working on the 2nd floor. The carpet should be vacuumed once each week. Current budgets will not permit any additional service. Jim Fromm

Thu Nov 17 12:04:14 2005 Library

i want to use world cat - i use it lots elsewhere - i don't want to know how to use it because i already know how to use it:(
Library response: WorldCat is available from the library website in two ways both options can be found under the SEARCH & FIND: 1) Select Search the Library Catalog, then from the links under our catalog, select Search Other Catalogs -- there is a link to WorldCat; 2) Select Article & Database Searching, then select W from the alpha list, and scroll down to WorldCat. If anyone is having trouble locating things on our website, you can use this feedback form, but a faster way to get answers to your questions is to ask in person or call a reference desk or use our chat reference service. All these options are available or explained under HELP Ask a Librarian. Vicki Mills

Sat Nov 26 12:29:19 2005 Library

The electrical outlets in the area near Room B422 have not worked for several months. There is excrement on the floor of the mens room, Room B425. It has been there since Wednesday, at least. In general, the floors and furniture in the building are a disgrace. There is trash in the Group Study Rooms as well as in study carrel areas. I live in a very noisy neighborhood so I prefer to take advantage of the library to do my academic work. It is becomming increasingly difficult to find a bathroom that isn't trashy and that doesn't have leaking toilets. Sitting in filth makes the experience all the more less tolerable. I should also mention the lack of success in finding "In Library" materials actually on the shelf. It is my impression that this is the filthiest building on campus. Why?
Library response: Thank you for your comments. The electrical outlets in the area of B422 have been repaired. When problems like this are report by customers, we immediately initiated the needed work orders to get the problem fixed. The receptacles were not working because a circuit breaker had tripped.

The excrement on the floor in B425 was removed. Unfortunately, the delay you indicated was the result of the University Holiday for Thanksgiving. The Library was closed on Thursday and Friday and we have limited custodial service from University Facilities Management on weekends. Custodial service is available in the Library from 3am to 11 am on weekdays. During that time each weekday, all restrooms are cleaned and disinfected and the trash is emptied in all public rooms. The floors are vacuumed once each week. On weekends, the only service is empting of trash and stocking paper products in restrooms. If the B425 situation had been reported to a Library staff member on Wednesday, a custodian from another area would have been called to clean up the mess and disinfect. I'm also forwarding a copy of your email and my response to the Custodial Director in University Facilities Management.

As for "why", the Library has approximately 800,000 visitors each year and they don't all respect the facility and other customers. The Main Library is one of the few facilities opened 24 hours five days a week. If all customers would simply pick up their trash in the area they use and place trash in the available trash cans, conditions would be better. Current University budgets do not permit adding more custodial coverage for the Library. Jim Fromm, Building Manager