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: 2005-04-11
Type: complaint
Regarding: catalog/searching

Patron Comment: Hi! We miss the computers in the kids' area. Is there anything I can do to help set in motion the process of fixing or replacing them? I don't think the search by title on the aadl.org website is working right. Eg. You can't find "A Billion for Boris" by title, but you can by author (Mary Rodgers). I've had trouble finding other books by title too.

AADL Reply: Thank you for taking the time to contact us with your comments about the youth game computers at Malletts Creek and trouble searching our catalog by title. In regards to the kids' game machines, we have been terribly disappointed in the reliability of that hardware, and we won't be buying any more. We've purchased new hardware for those stations that is expected to arrive this week, and after some configuration work is done, you should see all 6 game stations back up and running at Malletts Creek before summer. So rest assured, relief is on the way. In regards to our catalog, I think the problem in the case you mentioned is simply that our current catalog expects users to leave off initial articles. If you search for "billion for boris", you'll find your book. The good news is that this is among the things we don't like about our current catalog, and our new catalog, coming in July, does not have this problem, and after launch, searching for "A billion for boris" - or many other things that you've had trouble searching for in the past - will take you right to where you want to go. I hope this addresses your concerns. Please don't hesitate to let us know if you have any questions. Thanks again for your feedback, and thanks for using the library!


Date Received: 2005-04-11
Type: suggest a title
Regarding: customer service

Patron Comment: Two suggestions: 1. It would be nice if I could log in to my account and stay logged in on the site until I log off. 2. It would also be nice to have the Library job postings online. Thanks! Response to AADL reply: Thanks for the quick response. You're absolutely correct about the employment opportunities...I can't imagine what I thought I was looking at when I clicked on that link this morning. :)

AADL Reply: Thank you for contacting us with your suggestions. You will be pleased to know that our imminent migration over to a new system in July will solve the login problem that you experience when you are using the online catalog. I apologize for what is now a clunky process, but it will get better. Our employment opportunities are posted on our website. If you scroll to the bottom of the front page there is a link on the left side in the sidebar to employment opportunities. You can also find this link listed on the About Us page also linked from the front page. Our site has grown cluttered and we will be addressing that as well with the launch of a new look in July. Any feedback or suggestions that you might have would be welcomed. Thank you for taking the time to contact us.


Date Received: 2005-04-11
Type: suggest a title
Regarding: cell phones

Patron Comment: Please, please, please.....Post signs prohibiting the use of cell phones within the library. At Mallett's Creek I often encounter patrons using the cell phone, speaking in loud voices. Not only is it distracting, but it is simply rude. Thank you!!!

AADL Reply: Thank you for letting us know of your concern about cell phone usage in library buildings. While the Library has chosen not to establish a ban on cell phones, we do have a policy prohibiting noise above the level of the general area and we will enforce the policy. Please do not hesitate to ask staff at any location to intercede for you if someone is too loud in the Library. All staff have the authority and responsibility to maintain order and remind our patrons of our rules of behavior and they will assist you. If you have asked for assistance and been refused, please let me or a supervisor on duty know at once and the situation will be corrected. I do apologize that your visits to the library have been disturbed by loud talking, and hope that future visits will be more pleasant.


Date Received: 2005-04-08
Type: complaint
Regarding: customer service

Patron Comment: While trying to read upstairs on 3/23/05, XXXXX, computer czar often spoke very loudly to various people across the library, and to his coworker RIGHT NEXT TO HIM, instead of going over to them, or having them come over to him, including people with questions about using their computer terminal. I asked him to lower his voice, and he refused saying "it's library policy" and said I should "go somewhere else" vary cavalier. Other patrons hearing his bad example, lose any incentive to be quiet in the library.

AADL Reply: Thank you for taking the time to contact us regarding your visit to the Downtown Library on March 23rd. It is not Library policy for staff members to speak at a volume above the general noise level, and it was very inappropriate of the attendant to suggest that you go somewhere else. We apologize for this substandard level of service that you recieved. We have spoken with the staff member about this incident and made sure that he accurately understands the library policy regarding noise level. We appreciate your feedback on this matter, and we thank you for using the Library.


Date Received: 2005-04-08
Type: complaint
Regarding: computers

Patron Comment: Patron came to circulation desk to register complaint. She as very distressed because she had to leave the computer after 20-30 mins. when she was not yet done with a very complicated process: applying for unemployment.

AADL Reply: Submitted by a staff member on behalf of the patron.


Date Received: 2005-04-08
Type: suggest a title
Regarding: programs & events

Patron Comment: Knitting class

AADL Reply: Anonymous


Date Received: 2005-04-08
Type: compliment
Regarding: compliment

Patron Comment: Very helpful staff. Went out of way to find something for me :)

AADL Reply: Anonymous


Date Received: 2005-04-08
Type: suggest a title
Regarding: collection

Patron Comment: VCR - How about trading with the Branches? Suggestion - Please send more movies - new & old. The movies here have been around for at least 3 years. Saw them at Loving Branch, or at home. New Library is Great! Thanks.

AADL Reply: Thank you so much for submitting a comment card regarding our VCR collections. We will attempt to honor your request to rotate this collection as much as possible. A complication of organizing the VHS collection is that we can no longer buy movies in this format as the publishing industry is exclusively releasing titles on DVD. Our collection will become smaller and smaller as items wear-out and are replaced in the new format. I can recommend that you ask a Librarian for assistance and they will be glad to help locate and send items for you to the Branch that is most convenient. We appreciate you taking the time to comment on our services and collections.


Date Received: 2005-04-08
Type: suggest a title
Regarding: computers

Patron Comment: Faster computers.

AADL Reply: Anonymous


Date Received: 2005-04-08
Type: suggest a title
Regarding: noise

Patron Comment: Could you please provide the library with signs reminding our neighbors and friends to keep their voices down? Thanks. Response to AADL reply: Thank you for your reply. Please note that the staff appear to be unaware of their authority in the Library. As well, please note that placing library staff in that position of hall monitor (especially where there are no signs to imply the support of the the organization as a whole) will place your staff in a very sticky position and possibly a volatile one. It may appear to patrons to be the opinion of the Librarian that is being enforced rather than the enforcement of an established rule.

AADL Reply: Thank you for letting us know of your concern about loud conversations taking place in the library. While the Library has chosen not to post signs regarding excessive noise, we do have a policy prohibiting noise above the level of the general area, and we will enforce the policy. Please do not hesitate to ask the staff at the Malletts Creek branch to intercede for you if someone is too loud in the Library. All staff have the authority and responsibility to maintain order and remind our patrons of our rules of behavior and they will assist you. If you have asked for assistance and been refused, please let me or a supervisor on duty know at once and the situation will be corrected. I do apologize that your visits to the library have been disturbed by loud talking, and hope that future visits will be more pleasant. Thank you for taking the time to share your concerns with us.