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: 2005-02-15
Type: complaint
Regarding: customer service

Patron Comment: Please either train Tech computer personnel to answer general questions OR place a large sign (worded positively) indicating they only know computers. Tech seemed rude as I waited to ask a Q- he never looked up etc 'til I queried - he then replied he was tech only.

AADL Reply: Thank you for taking the time to contact us regarding the service your recently received at our Northeast Branch. We apologize that you were ignored and treated rudely. This treatment does not meet the high standards of customer service that we strive to achieve. Please know that our technology clerks are cross trained by the Adult services department to answer general questions and assist most customers, while helping to direct customers with more specific needs to other staff members as appropriate. We thank you for bringing this incident to our attention. We will discuss this incident at our next training session for that position. Thank you for your feedback, and thanks for using the Library!


Date Received: 2005-02-15
Type: suggest a title
Regarding: programs & events

Patron Comment: Staff video game party & MK tournament!! Pleeeeez!

AADL Reply: Did you miss it? We had a Mario Cart tournement last fall at our Staff Day and it was great fun. I'm glad that you think we should do it again and I'm passing that along to the committee organizing for next year. Thanks for letting me know what you'd like to see happen at the Library for staff.


Date Received: 2005-02-13
Type:
Regarding: collection

Patron Comment: I have a question, not a suggestion. Last summer my son and I saw a special presentation (video plus speaker) about jazz drummer Elvin Jones. We were told the DVD woiuld be available to check out as soon as it's processed, but we have not been able to ge hold of it at the library. Can you please check this for us? Thank you for your help.

AADL Reply: We're sorry for the delay. This particular DVD has been held up in the cataloging process as it requires special attention. However, we're making an effort to speed things up and it should be available within a week or so. I would be happy to put it on hold for you just as soon as a record becomes available. Which branch would you prefer me to send it to for pickup? Again, please accept our apologies for the delay and thank you for your patience.


Date Received: 2005-02-12
Type:
Regarding: customer service

Patron Comment: Is it possible to get a list of all books checked out in the past by my card number?

AADL Reply: I am sorry, but no. Our online catalog and patron account system does not keep such a listing. However, we are migrating to a new system in July and reading histories are possible. Is this something that you would be interested in having available to you? I am very interested in hearing from you on this issue. Libraries have worked hard to protect reader privacy, and while your reading history cannot be accessed by third parties without proper legal due process, libraries have tried to keep information about reading habits strictly confidential by keeping a minimal record of account activity. We are eager to provide the level of service patrons need, but do not want to err. Thank you for your question and I hope that you can take a moment to reply.


Date Received: 2005-02-08
Type: complaint
Regarding: customer service

Patron Comment: you should not have a female security person make comments saying she owns the library.this happened at the downtown branch.

AADL Reply: Thank you for contacting the Ann Arbor District Library with your concern. I have addressed the issue with the appropriate staff. I hope that your next visit to the Library is more positive.


Date Received: 2005-02-07
Type: suggest a title
Regarding: collection

Patron Comment: Downloadable audio book files are sorely needed. The library owns more than 5000 books on cd,but there are usually only about 30 in the library at one time. Downloadable titles that could have more than one selection checked out at a time would be fantastic.

AADL Reply: Anonymous. Note: eBooks are available from the AADL Home Page (check the column on the left hand side for the link.)


Date Received: 2005-02-06
Type: suggest a title
Regarding: customer service

Patron Comment: Patron feels that having the holds shelf in public view is a violation of patron privacy. She suggests placing the holds shelf in an employee-only area. In follow-up the patron emailed: I should note that I am a librarian who worked in collection development at a busy public library for many years, so I have some knowledge of these issues. I think I understand the storage problem and the rationale behind having reserve books easily accessible to busy patrons. On the other hand the books (with patron name attached) are also readily accessible to anyone who wants to take a look, casual or otherwise. These issues are never completely black and white, as noted in a recent cover story in American Libraries on patron privacy, but I would appreciate a policy statement from the library regarding the public display of reserve books. Thanks so much. I look forward to hearing from you.

AADL Reply: Thank you very much for bringing your concerns regarding patron privacy and self pick up of holds to our attention. As a former public librarian, you are aware of the public library's need to address stated needs and demonstrated demands from the public and to develop services that keep public libraries relevant. We try to develop services that will be to the benefit of most patrons and accept the accompanying risks. We try not to develop policy assuming the worst in people. We have a privacy statement available online, but we have not developed a policy concerning this individual type of service. The public response to self pick up has been positive. No one from the public has reported tampering or peeking and no incidents have been witnessed or reported by staff. All of our hold shelves are in public areas, although Malletts Creek is the first location to offer self pickup. We have designed our next branch, Pittsfield Branch, to accommodate self pick up as well. Privacy is something that AADL takes very seriously, but we work everyday to balance our policy development with good customer service. I hope our response has addressed your question adequately. If you would like to speak with me about this matter, please don't hesitate to call me at 327-4263.


Date Received: 2005-02-03
Type: compliment
Regarding: compliment

Patron Comment: you guys ROCK!

AADL Reply: Thank you very much!:)


Date Received: 2005-02-03
Type: suggest a title
Regarding: Technical Enhancement

Patron Comment: Have USB access at the computers in addition to 20+ year old floppy drives. USB is better for flash drives. I wanted to print out a letter and had it on my flash drive. I couldn't print it at any of the branches. I believe you used to have them prior to getting rid of the p.c. system and switching to dumb terminals 2 years ago. The Saline library has terminals with USB as does Ypsi, EMU, + UM libraries. Why not AADL? The onlone book renewal system is fantastic as is all the online stuff so it is a shock that someone at the AADL made a decision to have no USB access. USB has been out for years; and costs little to have. Thin, flat screen monitors cost more. You could at least have 2 or 3 USB enabled systems per branch library.

AADL Reply: Thank you for taking the time to contact us regarding USB access on our public internet stations. This service is currently available at our Northeast and Malletts Creek locations, and will be coming to West and Downtown as hardware is replaced. I am not sure why you were unable to use your USB flash drive at Malletts Creek or Northeast, as we have people using them successfully every day. I apologize for this failure of our system and assure you that we have not made a decision against supporting USB drives. One thing you may try at Malletts or Northeast would be insert the USB drive first, and then launch your applications. If the drive is not present when the application is launched, it may not show up to that program. We have always intended to support this service, but our stations at Downtown and West run Windows NT, which does not support USB at the operating system level. We have moved away from that hardware vendor due to issues like this one, so upgrades of those boxes to a newer OS are not directly available. However, we do plan to replace the remaining NT hardware throughout 2005 with hardware and software that will uniformly support removable USB storage devices. Thank you again for your feedback, and please let me know if you have any other questions or concerns.


Date Received: 2005-02-03
Type: suggest a title
Regarding: facility issue

Patron Comment: Have a sign in the bathroom explaining how to flush the toilet. The auto system will not work if someone doesn't sit down, and so sometimes not even the. The sign should have a picture of the little button that can be pushed to flush.

AADL Reply: Anonymous