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.

We care about what you have to say, and do our best to address each and every concern.

Please let us know how we're doing by submitting a comment or suggestion

Search Patron Comments

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


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

Patron Comment: The environment is too much noisy. Children area should be kept at a more distant place from the tables where serious studies could be made attentively.

AADL Reply: Thank you for your recent comment card regarding the noise of children at the Northeast branch of the Ann Arbor District Library. I apologize if you found the activity of families in the branch disruptive to you. While some conversational noise is to be expected at the branches, I agree that excessive noise can be distracting. The library's policies do address disruptive behavior, and I encourage you to approach staff at the Northeast branch in the future should you find that other patrons' conversations are disruptive to your studies. The purpose of our library branch locations is to welcome and cater to families in the surrounding neighborhoods. For safety and security reasons, the branch layouts are kept as open as possible so that staff may monitor the branch. In the case of Northeast, space limitations in particular have been a challenge for us as we strive to meet the needs of all of our patrons, and has meant that we are unable to provide a study room or other space with a sound barrier. For the quiet and solitude you seek for your studies, the Downtown library has a number of study rooms and study carrels on the second and third floors which are generally quiet--particularly the third floor. The youth department at the Downtown library is on the first floor, providing you with the separation you seek from children. Thank you for taking the time to contact us about your concerns.


Date Received: 2005-03-22
Type: compliment
Regarding: compliment

Patron Comment: Miss Shery was very helpful. Great job she has done in helping me. Thanks!

AADL Reply: Thank you for taking the time to contact us with your comment about the great service your received from Sherry at our Northeast Branch. We are very pleased to be able to assist you, and are glad to hear that you were so pleased by Sherry's assistance. We strive to provide excellent customer service, and it's nice to know when it's appreciated! Thanks again for your time, and thanks for using the Library!


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

Patron Comment: Try 2 put the new CDs on hte shelfs faster.

AADL Reply: Anonymous