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: 2014-08-27
Type: complaint
Regarding: collection

Patron Comment: Horrifying commerical rubbish you expose kids to! You should be ashamed!

AADL Reply: This comment was submitted anonymously.


Date Received: 2014-08-27
Type: compliment
Regarding: customer service

Patron Comment: I was looking for a new book. The librarians was so polite. She helped me. I love coming to this branch!

AADL Reply: This comment was submitted anonymously.


Date Received: 2014-08-27
Type: general suggestion
Regarding: branch building

Patron Comment: A 5 star library needs a 5 star building!! All great cities have outstanding library facilities. Our main library is lacking!!

AADL Reply: This comment was submitted anonymously.


Date Received: 2014-08-27
Type: general suggestion
Regarding: collection

Patron Comment: Check out puzzles.

AADL Reply: This comment was submitted anonymously.


Date Received: 2014-08-26
Type: other
Regarding: Technical Enhancement

Patron Comment: Hello, Thanks for the excellent services offered by AADL. I have one pet peeve and one suggestion. My pet peeve is the keyboard accompanying the computer terminals used for searching the catalogs. I thought you were using outdated keyboards only at the West branch, but to my dismay I found those clunky ones even at the Pittsfield branch. When will you be replacing them? My suggestion is to design an app for iOS and Android for AADL where users can use to search the catalog, check out books and place holds. Why don't we have one yet? Thanks,

AADL Reply: Hello, thanks for contacting us. We tend to replace keyboards when they stop working! And like most library services, we also hear from patrons who love the older-style keyboards at west and ask us where they can get them. We're sorry you don't like them; rest assured they will be replaced eventually. We are also working on an app-style interface for aadl.org to make mobile use easier. Stay tuned for that. Thanks for your feedback, and thanks for using your library! -eli Eli Neiburger Deputy Director Ann Arbor District Library


Date Received: 2014-08-25
Type: general suggestion
Regarding: other

Patron Comment: Need info about donating books for the aadl book sales: where to donate, when can we donate?

AADL Reply: Donations are accepted, but are processed by the Friends of the Ann Arbor District Library and are placed in their Book Shop. Donations may be brought to the back of the Downtown Library (343 S. Fifth Avenue) during library business hours (http://www.aadl.org/aboutus/hours). Enter the Staff Parking lot off William Street, ring intercom buzzer at door and tell receptionist that you have materials to donate. Donation bins are directly inside the door. The Friends of the Ann Arbor District Library will then process your donation. For more information on material accepted visit http://www.faadl.org/ and follow the "How to Donate" link. Thank you. Karen Wilson, Administrative Assistant


Date Received: 2014-08-22
Type: complaint
Regarding: customer service

Patron Comment: Hello, I donated some books to the library today and it was yet again a miserable experience. Why can't we donate books at branches? The current system is a pain and seems to make everyone miserable. Let me give you specific examples. Several years ago I went to Mallet's Creek with a a shopping bag full of books and proudly announced that I wanted to donate them. I was met with a loud sigh and roll of the eyes and told I had to take them downtown. A little disgruntled, but still wanting to donate, I went down town. I took them to the desk and proudly announced that I wanted to donate these books. Another deep sigh (this time with eyes closed) "Don't you know the process?" She explained what to do, grumbled some more and sent me one my way. Remembering the terrible attitude I had gotten before, I decided to do some research and do some research. I read the library website and made sure I had it correct. I went around to the back and buzzed the intercom and announced that I had books I was leaving here to donate! More attitude "that isn't what you are supposed to do". "Sure it is, that is what the website says". "Oh is that what the website says? No it ISN'T! The website says buzz the intercom and wait to be let in to bring the books in." I mumbled "well fuck you" left the books and went off to Mallet's Creek to pick the holds I had there. Here are the points I would like to make: 1) I am not the only one who has gotten this attitude. I have had several conversations with fellow patrons who, like me just want to help you out. 2) I know there is a good internal reason for doing it the way you do it. But you are allowing that reason to have priority over delivering quality customer service. 3) Any process that produces confusion in your patrons and frustration in your staff, which this clearly does, should be revised 4) honestly the only time I have ever gotten bad attitude is over donations. Except for that miserable hipster who worked at Mallet's for a while. But he seems to be gone. Thank you for your time.

AADL Reply:


Date Received: 2014-08-20
Type: other
Regarding: other

Patron Comment: Do you accept book donations?

AADL Reply: Donations are accepted, but are processed by the Friends of the Ann Arbor District Library and are placed in their Book Shop. Donations may be brought to the back of the Downtown Library (343 S. Fifth Avenue) during library business hours (http://www.aadl.org/aboutus/hours). Enter the Staff Parking lot off William Street, ring intercom buzzer at door and tell receptionist that you have materials to donate. Donation bins are directly inside the door. The Friends of the Ann Arbor District Library will then process your donation. For more information on material accepted visit http://www.faadl.org/ and follow the "How to Donate" link. Please note that the Downtown Library is closed today (Thursday, August 21st for elevator repair), but we will reopen Friday, August 22nd. Thank you. Karen Wilson, Administrative Assistant


Date Received: 2014-08-15
Type: complaint
Regarding: other

Patron Comment: I am happy that the elevator at the downtown library will at long last be fixed. However, I am NOT HAPPy that I drove to the library on Thursday to pick up the 2 books that were on hold for me. I parked, put money in the meter and rounded the corner to find a flimsy note attached to yellow tape telling me the library was closed. If you were able to email telling me to pick the book up, why couldn't you email me to tell me that I could not pick it up as planned?????? I am disappointed at the poor communication around this issue. I saw lots of papers taped to the windows which meant nothing to me and 1 measly sign about the closure? Repeating myself here, WHY NO EMAIL COMMUNICATION? Thank you.

AADL Reply: We are very sorry that we were not able to send email to the unique accounts with material on Hold Downtown at the time a closure was determined necessary. We realize that we were not able to reach everyone about the closure in time to prevent unnecessary trips Downtown. We are happy to refund to you the cost of parking to retrieve an item on Hold Downtown. Please email me directly if you would like a refund. Sincerely, Josie Parker josie@aadl.org


Date Received: 2014-08-13
Type: complaint
Regarding: branch building

Patron Comment: Hello, I like studying at the Pittsfield Branch. In particular I like looking through the windows at the ducks and turtles playing in the water as I take intermittent breaks. Unfortunately, however, the window screens seem to be down quite often. Perhaps you could make the screens controllable by patrons or at least the library staff on site. Alternatively, perhaps the screens could be put on a different automatic setting so as to allow more time for the screens to be up. While the screens are certainly very helpful in blocking out bright light, the screens seem to be down even when the light isn't that strong. More natural light in the library would be greatly appreciated! Thanks, Andrea Barbarin

AADL Reply: Thank you for taking the time to send a comment. I am glad that you enjoy using the Pittsfield branch. We have had some difficulty with the settings on those screens, and do apologize if it is affecting your enjoyment of the library. We are working toward a solution. Sincerely, Josie Parker