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: 2005-03-28
Type: suggest a title
Regarding: collection

Patron Comment: I really like what you have been doing to improve the amount of comic books that are here...But, some of them are very low quality, and just because it has X-men on it, doesn't mean you should get it. You guys are going with the mainstream Spidey, X-men, etc. But Marvel and DC have other great stories, like Alan Moore's Swamp Thing, JSA, Powers, Preacher, Inhumans, Animal Man, Invisibles, The Sentry, Squadron Supreme, and Starman. Now these are not stories coming from a biased fan, these are proven, and some of the greatest comics ever. So.... Please step outside of Emma Frost, and try some of these..Keep up the good work.

AADL Reply: Thanks for your interest and suggestions for the graphic novel/comics collections. I am really glad to hear that you are using the collection and appreciate the suggestions. You may not have noticed that we have collections for children, teens and adults. All of these collections are shelved separately at every AADL location. Several of the titles you suggested are for "mature" readers and therefore we put them in our adult collections - where of course you are still able to check out whatever you are interested in. We do own several titles in the "Preacher" collection currently. As a new collection it has/will take a while for us to build our title list to reflect varied interests. With that in mind we do have ALL of the titles you suggested "on order" for our new fiscal year (when our new budget kicks in) - please look for these titles in July-September this summer. One of the best things about AADL is that we try offer things of interest to everyone in our community - many of whom are big fans of the X-Men books - everyone has different tastes. We want to have the best graphic novel/comic collection around so please continue to pass on suggestions.


Date Received: 2005-03-27
Type: complaint
Regarding: customer service

Patron Comment: Question: I put in a card to suggest ordering a particular videotape, and got a reply that it would not be ordered. Then I saw it had been purchased. I had been surprised at the definitive "no" answer, rather than "we have no plans at this time" or something like that. I would have appreciated the latter. Response to reply: Thanks. That made up for the earlier response. Keep up the good work. You have a great library!

AADL Reply: We are sorry you did not receive a more appropriate response to your suggestion. We take pride in providing superior customer service and need to know both when we are doing well and when we have fallen short. Due to the large volume of DVD requests currently on file, as well as anticipated collection needs for the remainder of our fiscal year, we are now responding to all VHS/DVD material suggestions as follows: "Thank you for your suggestion that we purchase ___. We currently have more suggestions for VHS/DVD titles than we can fulfill. Although we cannot process your request, we will keep this title under consideration for future purchases." Please keep in mind that this is not a definitive "no" and that although we cannot process each suggestion individually, nor guarantee a purchase, it is still possible a title you requested will be included in a future order as staff time and budgets permit. We're sorry for the inconvenience and hope the above response clears up any confusion. Thank you for your suggestion and for your interest in the video collection.


Date Received: 2005-03-27
Type: compliment
Regarding: compliment

Patron Comment: I am constantly amazed at the great variety of books, dvd's and cds that the library has! It is an absolutely wonderfully well run organization! I am at the library ALL the time!! Keep up the SUPER work!!!

AADL Reply: Thank you for complimenting the Ann Arbor District Library! We love to receive letters such as yours. We strive to give the best possible customer service and keep our collections diverse and well rounded. I appreciate that you've taken the time to let us know that your experiences have been so positive. Again, thank you for your interest in the Ann Arbor District Library.


Date Received: 2005-03-27
Type: suggest a title
Regarding: customer service

Patron Comment: I'm working my way through a 750-page book for which others are waiting so it can't be renewed. Why not allow EXTRA TIME for extra-lng books?

AADL Reply: The Ann Arbor District Librarys four-week loan period for books is one week longer than that of most libraries. In addition, many libraries have an even shorter loan period  usually two weeks  for books on the best seller list. Indeed, we have had many requests to shorten the loan period for new titles. However, recognizing that some books are quite long and that some people simply are not fast readers, we have retained the loan period at four weeks. When a book is extraordinarily long or the material is difficult, it is understandable that you may approach the due date without completing it. You may wish to place another request on the title when it becomes clear that you may not finish it. The request can be cancelled if you subsequently find you dont need it again. In addition, popular titles may be in either the Zoom Lends collection or in the Downtown Browsing collection. Holds may not be placed on these collections, so the title in which you are interested may be on the shelf while the regular collection has a list of requests. The Zoom Lends is a rental collection ($1.00 per week) and the Browsing collection has a regular four-week loan. If you happen to see that a copy in either collection is available when checking our catalog from your home, you may call to ask that it be set aside for you. It will be held at the desk until the library closes for the day. I hope that these suggestions will be of help to you.


Date Received: 2005-03-27
Type: compliment
Regarding: compliment

Patron Comment: I am constantly amazed at the great variety of books, dvd's and cds that the library has! It is an absolutely wonderfully well run organization! I am at the library ALL the time!! Keep up the SUPER work!!! MI

AADL Reply: Thank you for your message. You made our day!


Date Received: 2005-03-26
Type: complaint
Regarding: youth

Patron Comment: I was looking to sign my children up for the Kirby/Mario Tournament, and found myself on the axis.aadl.org link. I saw many postings by young adults, and, while still searching for how to sign up, was dismayed to find links to purchase viagra and other drugs. I think this area needs more monitoring, I certainly will not permit my children to view this area.

AADL Reply: Thank you for taking the time to contact us regarding our AXIS blog. What you saw on the site is called comment spam, and it is the latest incarnation of online advertising. We have cleaned it up, but as you can imagine, it keeps coming back. We are working on a new website that is immune to comment spam, and it will launch in July. In the meantime, we will keep cleaning up the axis page, as it gets hit almost daily with this type of advertisement. Thank you for your feedback, and thanks for using the library!


Date Received: 2005-03-23
Type: complaint
Regarding: customer service

Patron Comment: Hi, I just wanted express my concern about the customer service that I received this Tuesday,3/15/05, in the evening about 6:30 p.m. The front desk peron whose name was xxxxx was very rude to me when I told her that I did not have money to pay the $6 of past due balance. Her attitude changed dramatically. When I asked her if I was all set with the items that I was going to check out, she did not look at me or respond to me but shoval my stuff to the side and then started talking to the person behind me to see if they need help. I stood there feeling like an idoit and not know if what was wrong with her. Assuming that I was all set, and thanked her for the help, but she treated the same was way rudely. I started wondering is this how the public library treat their fellow resident if they did not pay that balance. It was only for $6, and I did not have any cash with me neither my check book, and so that this is how I was treated by your reps. I am really disappointed and ! very upset and I've been always very supportive to the the library. But this is how I was treated so unprofessionally. I would always remember this incident as this is the first time that I was treated this way so rudely. I am trying to seek for an apoloty, but sure hope to see some improvements in custumer service someday. No one should ever be treated this way or being ignored simply they did not have enough money to pay the balance at that time. Thank you.

AADL Reply: I am sorry you received discourteous service from a Circulation staff person when you were in the Downtown Library. I have spoken to the individual, and she understands that her behavior is unacceptable. Please feel free to contact me if you have problems or concerns about Circulation service in the future.


Date Received: 2005-03-23
Type:
Regarding: programs & events

Patron Comment: I think the read program/therapy animals would have been a wonderful event to take my children to. However, we missed it on Sunday. Could you email me and let me know the upcoming dates in April and May? I read about it in the Monday Free Press. I also would like info on how to bring it to our elementary school. Do you have a contact name and number? Thank you for your time.

AADL Reply: Thank you for your recent suggestion regarding our Therapaws Paws to Read program at the Ann Arbor District Library. Future dates for Paws to Read are Sundays: April 3, May 15, and June 12, all from 2:00-4:00 p.m. at the Downtown library. You may call the Youth department desk at the Downtown library at 734-327-4200 to sign your elementary-age child up for a 10-minute appointment to read to a certified therapy dog. The coordinators for this program through Therapaws are Denise Pitcher, dpitcher@therapaws.org, and Karen O'Connor, kwoc@charter.net. There may be a different coordinator for the Therapaws school programs, but Denise and/or Karen can steer you to the right person. Thank you again for contacting us; I hope this information is useful.


Date Received: 2005-03-23
Type: suggest a title
Regarding: catalog/searching

Patron Comment: Will you consider subscribing to the Recorded Books Downloadable Audiobooks program? I think this service has better titles than OverDrive, and not limited to one-title-one-checkout. Also, is there a way to search ONLY by OverDrive titles within that website? Maybe you can't answer this. I'm not interested in the Adobe or Mobipocket downloads and would rather not scroll through the whole title list to find only the OverDrive downloads. Thanks.

AADL Reply: Thank you for your suggestion regarding downloadable audio. This format is in transition and at present has many restrictions making it impossible to get the perfect collection from one vendor. We are participating in a collaboration of public libraries that are using OverDrive as a vendor and the consortium collection offers advantage for AADL in price and simplicity. Overdrive, like Recorded Books, is soon to offer unlimited multiple user access. At this time we do not have the flexibility to select more than one vendor for e-audio. In the future we hope for a production platform that allows us to pick any title from any vendor with unlimited access using either Windows of Mac (iPod) devices. The present situation is a long way from that. We will do our best to offer a collection in this format with the same quality and popularity as we do with print and audio. Ann Arbor District Library appreciates the time and interest you have taken to inform us of your comments and suggestions. If I can be of future assistance please do not hesitate to contact me.


Date Received: 2005-03-22
Type: suggest a title
Regarding: facility issue

Patron Comment: Turn florencent light off (directly above computers) for improved sighting of screen....also need new chairs (at computer station)!

AADL Reply: Anonymous