Suggestion Box Comments and Responses

February 16, 2012

COMMENT
When will we be upgrading from dial-up? It is 2012 after all, and all the other universities have done it. Let’s follow the trend and get faster Internet.

RESPONSE
Thank you for your comment.  The Library's wired/wireless network infrastructure is provided and maintained by Brock University's Information Technology Services (ITS). We will bring your comment to the attention of the ITS staff. If you wish to contact ITS directly about this issue, the Help Desk is located at F314 in the Mackenzie Chown Complex, and their feedback form is located here:
http://brocku.ca/information-technology/contactus/provide-feedback. -- Jonathan T. Younker, Head, Library Systems and Technologies
 

February 15, 2012

COMMENT
I think the library (and Brock as a whole) should go scent-free. It’s distracting and unpleasant when I am choking on someone’s cologne/perfume.

RESPONSE
I am sure many people who have allergies, asthma or migraines that are adversely affected by these scents would appreciate it, although it would be very challenging to enforce. People are also annoyed by hot food odours, which we have banned from being consumed in the Library and are attempting to control. I will contact staff in Human Resources, Environment, Health and Safety for their perspective. -– Deb Kalvee, Associate University Librarian, Services & Facilities

February 9, 2012

COMMENT
Would it be possible for the librarians at the reserve desk to stop their gossip sessions when there is a line- up of about 10 students waiting to get a laptop/reserve?

RESPONSE
Thank you for your feedback. Library staff in Circulation Services take pride in their knowledge and expertise. Although there are times when staff are observed to work together, share information, and partake in quiet conversation, there is always room for improvement in service. -- Ian Gordon, Head, Circulation Services

January 27, 2012

COMMENT
Please fix the elevator routes to make all elevators go to all floors. This would make less time waiting for one. Thanks.

RESPONSE
The Library doesn't occupy all the floors in the Schmon Tower. Consequently there are two elevators that service the library floors and two for floors 1, 3, 4, 11, 12 and 13. Two are required for each floor in case one becomes inoperative. To ensure the security of our materials, all library users must leave the Library through the controlled exits near the Schmon Tower lobby and the Thistle hallway. Facilities Management is considering ways to improve their performance so as to reduce waiting times. -- Deb Kalvee, Associate University Librarian, Services & Facilities

January 26, 2012

COMMENT
OB stands for Organizational Behaviour. These breakout group exercises need to end. The surveillance you said you were going to implement is clearly not working.

RESPONSE
We have increased surveillance on this floor and still haven’t encountered evidence that this activity is occurring. Can you please provide us with a day and time? Thanks. – Deb Kalvee, Associate University Librarian, Services & Facilities dkalvee@brocku.ca

January 19, 2012
COMMENT
This may be for the IT department, but I was wondering if it's possible to get information on how we can set up our Brock email on our smart phones (iphone/Blackberry) because at the moment it won't let me set one up. Thank you. 
RESPONSE
Thank you for the question.  Brock University's Information Technology Services (ITS) department have guides on the web to help you configure your smart phone to retrieve Brock email: http://www.brocku.ca/information-technology/cns/mobile-devices. Alternatively, you can contact them at extension 4357, or by visiting them in F314 in the Mackenzie Chown complex. -- Jonathan Younker, Head, Library Systems and Technologies

January 18, 2012
COMMENT
Paper towels in all men’s bathrooms please.
RESPONSE
APPA Level 2 is the cleaning standard that is used thru out all buildings on campus. This cleaning standard consists of daily cleaning of public spaces (reception areas, corridors, meeting rooms, lunch rooms and washrooms). In an effort to be consistent with all buildings on campus, paper hand towels are not provided in washrooms with operable hand dryers. -- Domenic Maniccia, Custodial Services

January 18, 2012
COMMENT
Why can’t we renew a laptop online? I always have to come down to the counter for renewal.
RESPONSE
Laptops are high demand items. Having users come to the Circulation Services Desk to renew laptops helps staff to re-direct laptops to those who might be waiting to use one. We appreciate your suggestion and will consider if an adjustment in our practice is necessary. -- Ian Gordon, Head, Circulation Services

January 17, 2012
COMMENT
New study area is so beauty. Love seeing Brock take the initiative in contributing to solving a universal library problem. Need more!
RESPONSE
Thank you for your positive response. We recognise the need for additional study space and continue to find ways to improve in this regard. We have come a long way in 10 years. In 2002, 833 seats were available for students in the Library. As of September 2011, it grew to 1297 = 56% increase. -- Deb Kalvee, Associate University Librarian, Services & Facilities

January 15, 2012
COMMENT
People always have an OB breakout group exercise on the 7th floor and it’s distracting to me when I try and do WORK.
RESPONSE
Thanks for your comment. Not sure what exactly you are referring to, but we will step up surveillance in this area. There shouldn’t be groups meeting in the study carrel areas which are zoned for individual quiet study or large groups commandeering several tables simultaneously. -- Deb Kalvee, Associate University Librarian, Services & Facilities

January 13, 2012
COMMENT
Urinal pucks in the men’s washrooms. They smell awful right now.
RESPONSE
The University doesn’t use the urinal pucks. We do use urinal screens which will be installed in the men’s washrooms on floors 5-10. We hope this helps resolve the problem. -- Mike Lovallo, Supervisor, Custodial Services

January 12, 2012

COMMENT
Why has Firefox been removed from the desktop computers?

RESPONSE
Due to recent changes to Mozilla Firefox's release cycle, it is increasingly difficult to keep the browser up to date in a managed environment. We have instead deployed Google Chrome as an alternative browser, as it is better suited for our configuration. There are numerous other reasons to use Chrome - it is automatically updated, includes the latest version of Adobe Flash, as well as a built-in PDF reader, and has quickly become the number one browser worldwide. Mozilla has announced that they will provide an Extended Support Release of Firefox which will be geared toward enterprise users. At that time we will re-evaluate the re-installation of Firefox. --  Michael Tisi, Library Systems Administrator

January 6, 2012

COMMENT
Where did the chairs go at the computers on the upper floors of the library?

RESPONSE
In order to comply with the Ontario Fire Code, the chairs at these workstations have been removed to allow for unimpeded access to stairwells in the event of an emergency.-- Deb Kalvee, Associate University Librarian, Services & Facilities

January 5, 2012

COMMENT
Better internet connection. Throughout the semester I have had extreme difficulty completing assignments due to horrible internet connections. This affects many students and has to be fixed.

RESPONSE
Thank you for your comment.  As with the rest of the Brock University campus, the Library's connection to the Internet is provided by Brock's ITS department.  We have the same connection quality as the rest of campus.  It is possible that the network could be slower during particularly busy times of the year, especially if you were using wireless in an area with many other wireless users. If you have specific concerns about the University's wired or wireless network, I suggest you contact the ITS department directly, via extension 4357, or at http://www.brocku.ca/information-technology/contactus. -- Jonathan Younker, Head, Library Systems and Technologies

December 6, 2011

COMMENT
Would it be possible to have a staff member visit the 6th floor graduate study room from time to time? Every day the workstations are left unattended for hours on end throughout the day, preventing others from using them.

RESPONSE
Thank you for bringing this to our attention. We will monitor more closely. The Learning Commons Peer Assistants  monitor this space and have started leaving reminder notes on belongings left unattended. Please bring it to the attention of any staff member if their belongings are left unattended at these workstations for longer than 20 minutes. They will be removed so others can use the workspace. -- D. Grant, Learning Commons Manager

December 5, 2011

COMMENT
To book a laptop out overnight you must wait until 4 hours before closing. Due to the later library hours to book out a laptop overnight I have to miss my last bus home. The system really needs to be fixed.

RESPONSE
Starting Monday, December 5th the Library is pleased to offer quiet study each night until 2:00 am. The Circulation Services Desk will close at its regularly scheduled closing time (Monday – Thursday, 11:00 pm; Friday, 9:00 pm; Saturday, 7:00 pm; and Sunday, 9:00 pm). You may sign out the laptop overnight 4 hours prior to closing of the Circulation Services Desk, so you could sign the laptop out at 7:00 pm Monday – Thursday; Friday, at 5:00 pm; Saturday at 3:00 pm; and on Sunday at 5:00 pm. Hopefully this will allow you to catch your bus. -- Ian Gordon, Head, Circulation Services

November 28, 2011

COMMENT
Can you please empty the garbage/recycle bins more regularly? As of today (Monday morning), the recycle bin on the 9th floor is near to overflowing.

RESPONSE
Thanks for reporting this. Your comment has been forwarded to Custodial Services.

COMMENT
Nearly every time I come to use a computer I am unable to find one available due to students using them for non-academic purposes; Facebook in particular. Other times people are using the desk and chair but not the computer, or the computer is logged off but they left a backpack to reserve a seat. What can be done?

RESPONSE
We do not control what people access on library workstations, but academic use has priority. If you are unable to find a workstation in order to do your school work, please do not hesitate to approach library staff at any service desk for assistance in securing one. We are glad to help and may have to ask someone to give up theirs. We also have about 50 laptops available for check out and many times the 32 workstations in Classroom A are available.

It is understandable for people to step away from a computer for a short time, but reserving computers with belongings, etc. is not allowed. Most workstations log out after 15 minutes of inactivity. If we notice or are contacted, library staff will move personal belongings to the Circulation Services Desk after that period has passed so that someone can use the computer. Thank you. -- Deb Kalvee, Associate University Librarian, Services & Facilities

November 21, 2011

COMMENT
It would be nice if you could offer printing refunds on the main floor (near the printers, not on the 5th floor). Also have the printing and copying service office open during the hours that you say it is open (M-F, 9:00 - 4:30). On a Friday @ 1:30 no one was there. Thanks.

RESPONSE
We recently asked for public input on how to re-purpose ST 211 and are considering those requests which include relocating the copying and printing office to the main floor. The office is staffed by two persons and sometimes if one is off, the office is closed to allow that person to take breaks. In their absence, Circulation Services staff can resolve many copying and printing problems. Thank you. -- Deb Kalvee, Associate University Librarian, Services & Facilities

November 17, 2011

COMMENT
Please consider removing chairs from in front of the computers on the upper floors. It is very frustrating to have to go to another floor to look up a book because a couple of people have decided to check Facebook. Hopefully this will discourage this behaviour.

RESPONSE
These chairs at the express workstations on the upper floors are proving to be obstacles because they impede the flow of traffic along the corridor. We are in touch with a safety officer from Human Resources, Environment, Health and Safety to determine the best course of action.  -- Deb Kalvee, Associate University Librarian, Services & Facilities

November 15, 2011

COMMENT
Laptops that we borrow for 4 hours are very slow. Some of them take so much time to start and to open a new window. Also, please increase the time limit on laptops. Since they can’t be renewed online, we have to leave all the stuff on our desk and run downstairs to renew them. Thanks.

RESPONSE
Thanks for writing. We are making every attempt to ensure that our older model laptops are working at their best. If you experience problems with them, please report the issues to the Circulation Services desk staff. We will have forms available at Circulation Services that allow you to specify any problems you may be encountering.

As to the 4-hour loan limit and renewal requirements, a couple years ago we increased the loan period from 3 to 4 hours. We feel that our current policies are reasonable so that laptops are available to all users who require access to these very high-demand items.

November 10, 2011

COMMENT
With an increase in students on campus, finding seating in the Library is more and more difficult. Though the Commons provides some space, space was taken to make the graduate study room. Undergraduates need space too, especially those living off-campus.

RESPONSE
We certainly understand your concern and recognise that the Library is a preferred study locale. We are very mindful of our obligations to provide support to all Brock users and are committed to enhancing the quality and amount of space for both undergraduate and graduate students. We do what we can. We have added 266 seats in the Library since 2007, bringing the total number to 1297. Of those, 54 (4%) are for graduate students. Graduate students comprise 16% of the overall student population. The space for the recent renovation was created by re-purposing library storage and downsizing our collection through shifting and purchasing online back files of print journals. -- Deb Kalvee, Associate University Librarian, Services & Facilities

COMMENT
Turn the heat down please!

RESPONSE
The University's HVAC system has two seasons - heating and cooling. The heat hasn't been turned on yet. Only outside air is circulating through the building. It is challenging to keep the inside temperature at around 22 degrees, particularly when it is unseasonably hot or cold outside. Occasionally, there are hot spots in some zones that a technician can adjust, if those are identified to us. We have found that layering is the best way to remain comfortable. -- Deb Kalvee, Associate University Librarian, Services & Facilities
 
COMMENT
Someone had left their stuff behind at a desk so I moved it and used the desk. One hour later, a student approaches me and insists that the desk is hers and would not leave. I gave her the desk because I felt uncomfortable. The other desks were full. What should I do if this happens again?

RESPONSE
Please do not move someone else's personal belongings and contact library staff instead. We discourage users from leaving their belongings to reserve a space for themselves or a friend. Given increased occupancy and lack of space, we have noticed that this is happening more frequently. Such behaviour may lead us to implement a "no parking" policy, which is in effect at some university libraries. -- Deb Kalvee, Associate University Librarian, Services & Facilities

November 7, 2011

COMMENT
Can we re-install paper towels in the men's washrooms? The holders there just make it a mean temptation and the hand dryers are ineffective.

RESPONSE
Several years ago, Custodial Services implemented the APPA Level 2 cleaning standard that is used throughout out all buildings on campus. This cleaning standard consists of daily cleaning of the washrooms. I’m afraid that paper hand towels are not provided in washrooms with operable hand dryers. If you are aware that a hand dryer is not working properly, please contact us so that we arrange to have it fixed. Thank you. – Deb Kalvee, Associate University Librarian, Services & Facilities

October 31, 2011

COMMENT

Longer hours. Cut other less important services.

RESPONSE

There are a number of challenges that make this level of access unlikely in the near future. Beginning last year, we extended hours during the exam periods until 2:00 am. This was well received and given the current occupancy levels (which we are closely monitoring), we intend to continue these hours this academic year. -- Deb Kalvee, Associate University Librarian, Services & Facilities

October 31, 2011

COMMENT

Can you have a downtown or more central book deposit? It's a real push to get to the Tower sometimes. Even the meters at the bottom of the Tower are often all is use so I can't just stop quickly. I don't come to Brock every day. Downtown would be great for book returns.

RESPONSE

Thank you for your suggestion. I'm afraid we haven't the funds to install an off-campus drop box and courier service at this time. We may be able to find a cost neutral way of doing this once Brock's Walker School of Fine and Performing Arts has been built.  -- Deb Kalvee, Associate University Librarian, Services & Facilities