Your feedback - our response

We welcome your feedback and take action upon it if we can. You can let us know your opinion on our services and facilities in a range of ways – Feedback cards in the library, at the regular staff/student committees held in your Schools and Colleges, direct to a member of staff, and via national and University surveys.

If we have not been able to resolve a problem and you wish to pursue it more formally, our complaints process will tell you the next step that you can take.

Feedback cards and our responses 2010-11

Here are some of the comments received from you via Library Feedback cards. Each library has a Feedback noticeboard displaying your comments and our responses.

Your comments & our responses

You asked us to...	We have responded by…
put water coolers in Clifford Whitworth	installing a water cooler on each floor of Clifford Whitworth library
stop the electric shocks from printers and self-service machines at Adelphi	putting down special anti-static lino near these machines which should stop the electric shocks
clean the keyboards of the library PCs	cleaning every keyboard and screen in the Library's PC areas in July this year
to make the libraries less noisy	writing a new behaviour code which we will be enforcing strictly
put more scanners in Adelphi library	installing six new scanners
extend our opening hours at Allerton and Adelphi at the weekends	opening Allerton library on Sunday and Adelphi library on both Saturday and Sunday
offer longer opening hours in Semester 3 (summer vacation)	opening Clifford Whitworth until 10.00pm on Tuesdays
to stop wasting paper by printing header sheets each time you send printing to a printer	making sure that our new ‘pull’ printing system does not print a header sheet
put extra plug sockets in Clifford Whitworth	fitting extra plug sockets on the 2nd floor of Clifford Whitworth to enable more laptops to be used in the Silent area
shorten the length of the queues for the Enquiry Desks in the libraries	trialling a self-service laptop loan system at MediaCityUK which, if successful, can be extended to the other libraries. This would reduce demand on the Enquiry Desk. We are also monitoring queue lengths to identify other actions we can take.
stop people smoking in the entrance to Clifford Whitworth library	liaising with the University’s Estates division and having a smoking shelter installed opposite the library
provide more group study areas at Clifford Whitworth	installing a pod on the 1st floor of the library

In addition we have introduced a number of new services:

Solar - a search tool that enables you to search across the library catalogue, e-Library and the university repository
New printers that offer pull-printing so that you have a choice of printers to use and can avoid queuing
New web pages for Academic Support Librarians to make it easier for you to contact them with your queries
Opening hours - Clifford Whitworth library will be open over Christmas, including Christmas Day, Boxing Day and New Year’s Day
Set up Enquiry Desk: Chat so that you can contact the Enquiry Desk direct from your PC via Meebo

Matters we have not been able to resolve and why

You asked us to...	Our response…
ban Facebook on Library PCs	as more and more courses are using Facebook to support group work, students consequently need to use Facebook in The Library. For this reason we are unable to ban Facebook.

The Library listens to NSS Survey 2010-2011

Here are some of the comments received from Colleges in last year's National Student Survey, and the actions we have taken.

Your comments & our responses

School	Your comments	Our responses
Art and Design	You asked for a better collection of Art & Design books at Allerton library	We spent a considerable amount of funding improving the Visual Arts collection, and transferred some of the Graphic Design stock from Adelphi to Allerton.
	You asked for a less noisy environment in the libraries	We improved our signage to highlight quiet and silent areas.
MMP	You asked for an updated version of Sibelius software in Adelphi library	We have provided this in room AC206 in Adelphi library, and on other selected pcs. We also installed Adobe Design Premium CS5.5 suite on all Adelphi library PCs.
	You asked for longer opening hours at Adelphi library	We have provided weekend opening at Adelphi during term time.
	You said the library was too noisy	We improved our signage to highlight quiet and silent areas.
HuLSS	You asked for more copies of recommended books to be available in the library	We examined reading lists to check that there are sufficient copies of core items and purchased electronic books where available.
	You asked for a quieter environment for working	We arranged for more silent zones in the library
SBS	You said we don’t have enough copies of popular books in the libraries	We bought extra copies of core texts and e-versions of core texts where available
	You said we have out of date books	We have developed School collection policies which will address the withdrawal of underused and out of date texts
	You said the library is always noisy	We introduced roving support staff to walk around the Library and keep a check on noise. We opened Lady Hale 202 for use as a silent study PC suite
	You said there is not enough business IT books	We have purchased extra books for this subject area
Law	You said the library was too noisy	We made the 2nd floor of the Lady Hale Building into a silent zone from September 2010
	You said you couldn’t get a computer in the library at peak periods	We opened up room 202 in the Lady Hale Building, adding another 20 PCs for use
	You said there are not enough text books	All module reading lists checked and appropriate number of books bought. Old edition were removed and new editions purchased
Health Sciences	You said there were not enough books in the library	We purchased extra copies and e-books
	You said you needed more help with searching for literature	The Library put on one-to-one sessions and drop in clinics to help support you
N&M& SW	You said books are out of date in the library	We bought new print and electronic texts to develop the collections in Social Work, Social Policy, Counselling & Psychotherapy.
CSE	You said books are out of date in the library	We bought more books for Computing and Engineering. We also bought selected collections of e-books from the Institute of Civil Engineers.
SOBE	You said we have out of date books in the library	We have developed School collection policies which will address the withdrawal of underused and out of date texts. We also bought selected collections of e-books from the Institute of Civil Engineers
	You said there is lack of e-resources training	We promoted all Information Literacy sessions and 1-2-1 support.We also worked with Programme Leaders to embed library training in all programmes.
ELS	You said you were not able to get access to computers	We have provided 240 laptops for loan in the libraries .
	You said there was a lack of suitable texts	We have increased our budget to purchase more books and digitized resources where licences allow

Your feedback - our response

Feedback cards and our responses 2010-11

Matters we have not been able to resolve and why

The Library listens to NSS Survey 2010-2011

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