What you have told us

Here you can search through numerous patron comments and the corresponding AADL replies. Search by the type of comment, in general by what the comment is regarding, or by a particular issue.

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Date Received: 2014-12-01
Type: general suggestion
Regarding: other

Patron Comment: Wipes for the computers our accessible to patron to clean off the keyboard before using the computer to prevent the spread of germs!

AADL Reply: This comment was submitted anonymously.


Date Received: 2014-12-01
Type: compliment
Regarding: customer service

Patron Comment: Troy @ Pittsfield info desk clerk very good - very competent, pleasing, enthusiastic, friendly disposition/attitude/performance.

AADL Reply: This comment was submitted anonymously.


Date Received: 2014-11-30
Type: complaint
Regarding: email notification

Patron Comment: My library card recently needed to be renewed, but I was not sent an email reminder. I have renewed my card many times and have NEVER received an email reminder. I receive other emails from the library. Why does the reminder email not reach me? Do you not send one to me? The staff memeber in the library told me that I should get this reminder.

AADL Reply: I am sorry that the email notice about card renewal did not reach you. They were actually sent out and we do not have any indication that our email to you was returned. The email in your account matches the one you used here so I am really baffled. The timing for these is that they are sent on or near the first of the month previous to the one in which your card will expire. If your card was due to expire in November, the email would have gone out to you around the first of October. I notice that you use gmail; did you check the various sorting tabs that gmail began using in the last few months? I've found interesting emails in mine that I wouldn't have expected to find! You might also check your junk mail and trash. While an email from aadl.org shouldn't have gone there, anything is possible. I hope that one of these suggestions solves the mystery but hope you will let me know if it doesn't. Thanks for checking; we want to give you sufficient notice when it is time for card renewal. The next time will be in 2 years! Diane Dahlem Circulation Manager


Date Received: 2014-11-29
Type: general suggestion
Regarding: - NONE SELECTED -

Patron Comment: Dear Staff, I have asked for this before but it seems like my suggestions has gone unnoticed. For someone who is very busy and has more than one item checked out with different due dates, it is only partially helpful to get an email a few days in advance to notify that "you have library items due soon", again with several items out of different, dates, I am frequently getting this email. What would be extremely helpful and very successful would be to ALSO have an email generated just after midnight of the morning the day something is due with the notice: TODAY items x, y, z are due, please return them TODAY by the close of business hours to avoid any fines or late fees. Thank you

AADL Reply: Hello, thanks for contacting us. Our current system does not allow user-specific or item-specific notifications, but we hope to build a new notification system that will allow users to set their own notice settings such as those you describe. For now, we're doing the best we can with the one-size-fits-all tools we have. Another issue is that often last night's returns aren't processed until well into the day, so broadcast due-today notices would likely be sent for many items that had already been returned, and we know that many users would be upset by that. So, thanks again for taking the time to send in your feedback, thanks for your patience as we continue to improve the system, and thanks for using your library! -eli Eli Neiburger Deputy Director Ann Arbor District Library


Date Received: 2014-11-25
Type: complaint
Regarding: parking

Patron Comment: Good morning, I thought you had an arrangement with the paid parking lot next to you, that for people dropping off books, so only there for a few minutes, the parking lot charge would be waived. I was there on Saturday to drop off books, ran in to a friend in the lobby of the library and we chatted for 5 minutes, and so by the time I got back in my car in the underground garage and to the gate to get out of the garage it had been 12 minutes (as I can see printed on my parking ticket receipt). I was charged $1.20. I could see there were a few metered spots in front of the library on 5th but they were all full. There's the free parking along the post office but I know they want that to be only for post office business, but that is going to be where I park since its crazy to pay $1.20 to keep a book from being overdue $.10. Thanks for working on this, -Jillian

AADL Reply: Jillian, My apologies for not getting to this sooner. I was out of town Thanksgiving week when this came through and I forgot it! The AADL does not have any arrangements with Republic parking regarding a grace period. I believe that all of the parking decks in AA have a ten minute grace period, but it has nothing to do with the AADL. There are two spaces on William Street on the south side of the Downtown Library that are free, short-term spaces adjacent to the exterior drop box and all of the parking at the other four locations is free. I am sorry that this happened. Josie


Date Received: 2014-11-25
Type: other
Regarding: inquiry from other institution

Patron Comment: Good day, Mrs.Josie Parker, My name is . I am russian journalist. I am writting now a little article for the web-site of the journal GEO (rissian edition) about the history of fairy doors` appearance. Please help us. If it`s possible, please, send us the photo of a fairy door in your library which we`ll be able to publish together with an article on our web-site. The russian readers will be very grateful to you. Thank you in advance for your help. Best regards

AADL Reply: Hello, Irina, thanks for contacting us. Here are some photos you are free to use: http://www.aadl.org/files/images/fairy%20door http://thatklickitat.files.wordpress.com/2012/10/2012-08-08_20-07-12_565.jpg https://farm4.staticflickr.com/3548/3416349585_c37841c45a.jpg Let us know if you need anything else, and thanks for your interest! -eli Eli Neiburger Associate Director for IT and Production Ann Arbor District Library


Date Received: 2014-11-22
Type: complaint
Regarding: other

Patron Comment: Greetings, I really like the idea for the small aquarium wall at your Mallot's Creek location. I am concerned that the habitat is not sufficient for the sea snake style life in there. I am no expert on this but my feeling tells me the life is in distress as it kept trying to find more space and was running into the side of the tank repeatedly during my visit. There is not a good hiding place for it. Has anyone consulted an expert on this? Please check this out and move the life to a better environment if need be. I have never written a note like this, that will likely land me on some list! However, I firmly believe that if you confine life for the purposes of entertainment, it should be under the best possible circumstances. Please check to make sure the larger life has not outgrown the habitat. Thank you :)

AADL Reply: Ms. Berry, Thank you very much for bringing your concerns to our attention. The aquariums at Malletts Creek and Downtown are managed and maintained by a service that the AADL has used for over a decade. I will bring your question about the seasnake's habitat at Malletts Creek to their attention. Sincerely, Josie Parker Director


Date Received: 2014-11-20
Type: other
Regarding: other

Patron Comment: Hello, My name is William. I am a student at Washtenaw Community College and am strongly considering a career as a librarian. Before I make this decision, I want to make sure I know what is actually involved in this career. Would somebody from the staff be willing to meet with me for an interview so I could ask some questions about their career? Best Regards

AADL Reply: If you call 327-8311 my assistant will be happy to make an appointment for you to speak with me. Regards, Josie Parker Director


Date Received: 2014-11-17
Type: complaint
Regarding: branch building

Patron Comment: Hi there, I am a frequent library patron, especially at your Traverwood branch. I came today and got all my work set up in that area by the fireplace, by those nice, big windows. Settling in to do my work, the snow is drifting silently to the ground... and the soft hum of the window shades lowering takes away all my work light... Upon asking the front desk why it happened, a new woman was very helpful and said she thinks they are on a timer, and another woman didn't even look at me and said, "We don't control it here." My suggestion is to either a) allow the librarians here to make adjustments to the shades, depending on the usage/request of the patrons, and/or b) make regular adjustments for changes that are seasonal and weather dependent. Not only does it help ME do my work, extra sunlight in the winter may help you, your staff, and our community avoid some of the less pleasant winter affects of Seasonal Affective Disorder. :) Thank you for considering my suggestion, and please do follow up via e-mail or phone to let me know that you received this, and whether and in what ways you will choose to respond to my request. Much appreciated! Warmly and with sincerity.

AADL Reply: I am very glad that you use the Traverwood Branch for your work. It is a lovely setting, and was designed for exactly what you do there. I apologize if the shade system is problematic for you. We have had challenges with the sensor system that is supposed to keep the sunshine from being a problem for those reading or working with digital screens. Your suggestions are some that we are considering, and hopefully, we will soon have a solution that works for the majority of patrons. Sincerely, Josie Parker Director


Date Received: 2014-11-16
Type: complaint
Regarding: cell phones

Patron Comment: Man with cap with red X and black jacket was talking very loud on cell phone. I asked desk to tell him to stop but desk person did nothing. He then talked to his fat buddy --grey sweatshirt with cig in his mouth. buddy said mind your own business as I glanced at him. I hate being disturbed on Sundays at the Main Library. I have not been here when someone is gabbing on a cell phone. please set security up here on Sundays. Thanks.

AADL Reply: I am very sorry that you were disturbed by someone talking too loudly while you were in the Library. We do have Security on staff Downtown on Sundays, and at anytime when you are in the Library, you may ask someone at a service desk to assist you if you feel that others are violating our use policies. Security can, and will, ask people to lower their voices. Sincerely, Josie Parker Director