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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Type: programs and events
Regarding: - NONE SELECTED -
Patron Comment: Will there be any computer classes in January? I didn't see any listed. Thanks
AADL Reply: Thank you for contacting us regarding our January events offerings! Was there a particular class or software application that you were looking for help with? If so, we would be happy to recommend some excellent online and other community resources for you to check out. Feel free to contact me directly for more information. You can reach me by phone at (734) 327-8327 or by email at firstname.lastname@example.org. Sincerely, Terry Soave Outreach & Neighborhood Services Manager
Date Received: 2013-12-12
Regarding: customer service
Patron Comment: I want to compliment Kathy Randal. I had an issue that I needed assistance with. Kathy was very understanding and jelpful. Her services were highly appreciated and greatly appreciated. IHer cusromer service skills were excellant. Because of her, I will be able to continue to check materials out, and that means the world to me.Thank you for taking the time to read this.
AADL Reply: Thank you so much for taking the time to tell us about the help you received from Kathy. We are all so happy that you are able to continue to use your Library! That is the goal of the AADL and I am so pleased to hear that Kathy helped to make this possible. I appreciate hearing from you and hope you will continue to let us know when we do things well and also when there is something that we need to address. Sincerely, Diane Dahlem Circulation Manager
Date Received: 2013-12-10
Patron Comment: I have some books I would like to get rid of (paperbacks, etc.) Do you have a buy back program or someplace I could leave them as a donation?
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: 2013-12-09
Patron Comment: This is a general question. I have noticed that when I try to borrow books on disk (i.e., audiobook) or music from MeL libraries through the mel.org, I am never able to do so. I'm wondering why this is the case. While I can read some printed text unassisted, as a legally blind person, having access to a rich supply of audiobooks is of tremendous value. Don't mistake me, I appreciate the abundant and growing collection of audiobooks within the AADL collection and this is not a complaint. I do still wonder why we are not able foster a more expansive ILL program among the MeL libraries. I do understand where a library might place an embargo on either newer or highly used works, but I can identify works not in the AADL collection that have not been checked out in many months that are sitting at other libraries that won't let me borrow them through the MeL service. (Moreover, the MeL interface is very cumbersome as it is and so it only adds to my frustration to find that none of the 14 libraries that have what I'm looking for will lend the work.) I know that there are misconceptions about how the ambit of §108 applies in this context, which may be part of the problem. Of course, in the context of borrowing the work itself (rather than a copy from the work), §108 doesn't really apply at all. Rather, it is §109 of the copyright act that authorizes the library to loan works to whom it like. So, I'm wondering if anyone has a recommendation about how to borrow, in particular, audiobooks and/or music on disk from other MeL libraries. Many thanks, Jack
AADL Reply: Hi Jack, I am sorry about the inconvenience, but I can explain. AADL patrons are not able to borrow AV materials through MEL because AADL does not loan AV materials out to other libraries. We are already with print only available to MEL borrowers in the top 5 net lending/borrowing libraries for MEL. We simply cannot afford to loan our AV collection due to loss and damage. I would be happy to talk to you about MEL and how it works and why AADL has made the choices it has made. Other libraries have also declined to loan AV and it may be that it is their material you see available in the catalog. On the whole the MEL system works well and for most people. In the meantime we can request through traditional ILL any items that you want that we do not own, or we can try to purchase for our collection audiobooks that are requested by you and other patrons. My number is 734.327.4263 if you have other questions, or would like to make suggestions for how we could improve the service. We will pass along your comments about the MEL interface, but it is not something that AADL has any control over in terms of design or usability. All best, Josie
Date Received: 2013-12-05
Patron Comment: I recieved a very important phone-call while in the libertty. A gentleman said I had to take it somewhere else. I MUST INFORM. I was not being loud. I have just looked at the website, and do not see a policy. I have heard people much louder. In fact. The First Amendment of the Constitution of the United State gives me FREEDOM OF SPEECH, and many others I am sorry if I had to take a call. But I will not be ordered away from my rights.
AADL Reply: I am sorry that you feel that the AADL violated your freedom of speech, but we do reserve the right to ask people to lower their voices to that of the area in which they are speaking. If you are speaking too loudly, whether on a call or in a personal conversation with others, we will ask you to lower your voice or leave the Library to continue your conversation. Again, I am sorry that our requirement that you lower your voice while on your call inconvenienced you at the Library. Regards, Josie Parker Director
Date Received: 2013-12-03
Regarding: customer service
Patron Comment: I was at one of the branch libraries today trying to get information on how get a app so that I could borrow books on my Nook. I was told that personnel were not trained in that area. I would think that a library filled with technology (so full in fact that one has to search for the 4 - 6 rows allocated to books) would train their employees how to answer a question about getting books on a electronic reader. She suggested that I might want to take a class in this. By suggestion would be to train your workers who sit at the information desks conversing with each other. You are there to provide a service to the public which in this case,you are certainly not doing.
AADL Reply: I am sorry that you had a bad customer service experience last night. Would you mind letting me know what branch you visited, and approximately what time you were there? This would help me to address the customer service issue that you experienced. It is not our expectation that patrons visit the library and leave feeling poorly served. I would also like to help with the question you asked last night. If you go to this web address, http://omc.overdrive.com/v3-available-now/nook.php, it will put you on the road to downloading the Overdrive app, which will allow you to borrow books on your device. If this doesn't get you what you need, please let me know so that we can help you further. Thank you for taking the time to contact us about your experience at the AADL. Best, Sherlonya Turner Youth & Adult : Services & Collections Manager
Date Received: 2013-12-02
Patron Comment: Hi, I'd like to offer feedback about the recently installed check-out system in the Traverwood branch, in terms of the computer interface. I last visited the library a couple weeks ago. Overall I think the new system is a great idea however it has a few kinks. I have a visual impairment and due to the color and size of the font, the system is extremely difficult for me to use independently. Ideal color choices would be those with a high contrast, such as black type on a light background or vice versa. In theory, font color and size should be relatively easy changes. The old system wasn't better. Thanks for your time.
AADL Reply: Hello, thanks for contacting us. We agree that the contrast is low and the text is too small on the new selfcheck software! However, these are unfortunately not configurable settings with the vendor's current software. In fact, this upgrade was the vendor's 2011 release, which we've held off updating as long as we could because of this exact issue. But now the vendor will no longer support the old version, so we had to upgrade before the end of 2013. We are still looking at some ways we might adjust the monitors to make the contrast better, and we are looking at a new library system down the road that wouldn't have these limitations, but we don't have easy solutions to this problem. Thanks for your patience, and thanks for using your library! -eli Eli Neiburger Associate Director for IT and Production Ann Arbor District Library
Date Received: 2013-12-02
Patron Comment: At Traverwood this morning almost an hour before the library was open, both handicapped spots were occupied by cars with handicapped cards on the mirrors. I hope someone will monitor to make sure this is not a further incursion on what should be library patron parking from the company across the street. Thank you.
AADL Reply: Thank you for contacting the Ann Arbor District Library! The street parking on Traverwood Drive and on Huron Parkway is owned by the City of Ann Arbor so AADL cannot prohibit people from using the handicapped spaces on the street even if they do not use the Library. There are two additional handicapped spots in the AADL lot located underneath the Traverwood Branch. The two Library lots are signed that they are for Library use only, and people who are not using the Library and parking in them have been towed. I hope you find this information helpful and I appreciate you using your Library. Best, Celeste Choate, Associate Director of Services, Collections & Access
Date Received: 2013-11-29
Type: web site feedback
Regarding: - NONE SELECTED -
Patron Comment: Just a reminder about the language used near the bottom of the "my account" page. I guess it could be intentional, but it may also be an oversight. ("new" service) *We're testing out a new service. You can request a locker for outdoor or after hours pickup of this item.
AADL Reply: Hello there, thanks for the note! We will adjust that text in an upcoming enhancement to the locker system. The pittsfield lockers are being rebuilt and we'll be revising the software to work with them then! Thanks again for taking the time to send in this feedback, and thanks for using your library! -eli Eli Neiburger Associate Director for IT and Production Ann Arbor District Library
Date Received: 2013-11-29
Patron Comment: On more than one occasion I have noticed a patron watching pornography on the library public computers, in plain sight of other patrons and their children. I understand the library is a public-funded entity and therefore patrons have some liberties as to their activities in the library, but I think that permitting something like that is extremely inappropriate and makes myself and other patrons uncomfortable. If my child were to see what that man was doing on the public computer, I would be extremely upset. I don't believe that anyone has the right to expose others and their children to explicit material at their leisure. Just because it isn't illegal to view pornography does not mean it should be allowed in the library. Very disappointing and disconcerting.
AADL Reply: Mr. Burns, I agree, it is disconcerting and disappointing when any adult behaves inappropriately at the public library. That this does occur is not an indication that the AADL is permitting or encouraging bad judgement. I am relieved that you understand that there are legal boundaries for policies regarding access to public computing. AADL has required photo ID for log in permission to Internet stations for well over a decade. In addition, there are no Internet stations in children's areas at the branches, and Internet computers are located adjacent to the staff desk in the Youth area Downtown. In addition, no one over 14 years of age is allowed to use the Internet in the Youth area Downtown unless they are accompanied by a child 14 or younger. All of the AADL Internet screens are internal privacy screens. They are dark unless a person is standing directly behind a seated user. When you do see something that you find disturbing or offensive, please let someone on staff know immediately. We will approach that person and remind them that they are in the library and ask them to refrain from viewing those images/site. When approached by AADL staff, most people change what they are viewing without complaint, or choose to leave the area. I am more than willing to talk with you further about this matter. I understand a parent's need to protect a child, and will gladly listen to any suggestions that you can make to help AADL make a visit to the library for you and your children more comfortable and enjoyable. My number is 734.327.4263. Thank you very much for taking the time to send me your concern, and I am very glad that you and your family use the public library. Regards, Josie Parker Director