Suggestion Box Comments and Responses

James A. Gibson Library

Suggestion Box Comments and Responses

December 15, 2014
COMMENT – Why does the library shut down/close early the last day of exams? There are still hundreds of students writing and it’s unfair that we don’t have a place to study. (Let’s be realistic … no one wants to study in Plaza; it’s cold, not conducive to studying, and there are no whiteboards). 
RESPONSE - Thanks for writing. We are pleased to read that you prefer to study in the Library. We will consider if we have the resources to offer extended hours for one more day for the April 2015 exam period. – Deb Kalvee, Associate University Librarian, Services & Facilities 
December 10, 2014
COMMENT - Your decision to cancel your subscription to the Wiley-Blackwell journals is illogical and unjustified. Were the opinions of the student body considered when making this decision? The decision should have been based on usage rather than cost, efficiency, or whatever factor your decision was made on. Do physical books get borrowed more than articles are viewed online? How are students expected to stay at the forefront of research and academia when over 1300 journals are restricted to 2014 and the interlibrary loan is needed for anything newer? I would love to address my further concerns with the appropriate administrator, if possible. 
RESPONSE - Thank you for sharing your comments about the Wiley-Blackwell cancellation. Librarians do understand how important some of these journals are for your studies. We are keeping the Provost informed about campus concerns and are discussing options. Please see more information on the Library’s home page. You may also speak to Mandy Deans-Kassies (Head of Collections Services) at 905-688-5550-6194 /
November 18, 2014
COMMENT - Is there a computer lab in this school reserved for silent/independent work? It's kind of hard to write a paper or lab report when there are people socializing right beside me. 
RESPONSE - For the most part, computer labs / areas are not intended to be collaborative, social spaces, but spaces for individuals to be productive. Within the Library, we have staff who monitor sound levels and remind people to respect those zones. Please feel free to contact a staff person if it gets too loud, either in-person or via our chat service. Another option would be for you to take a laptop into Classroom B. When not in use for instruction, it is very quiet in there, as is the Quiet Study Room on floor 5, and the individual study rooms on floors 9 and 10. -- Deb Kalvee, Associate University Librarian
November 18, 2014
COMMENT - The other day I saw a genteman in a wheelchair have to open the door to the library because the automatic doors weren't working. It's also not the first time the buttons for the doors haven't been working. If you could fix this ASAP, that'd be great. 
RESPONSE - Thanks for contacting us. About three weeks ago the motor died at the Schmon Tower exit. Facilities Management consider the operation of such doors a high priority, and the new motor was replaced in less than one business day. Since then, we haven’t experienced any problems. All are functioning properly. -– Deb Kalvee, Associate University Librarian
November 10, 2014
COMMENT – Hello! Would it somehow be possible for the library to better enforce the silent rule on floors 9 and 10? I find that during week nights and weekends that people are more likely to talk in a loud voice on those floors. It seems to be somewhat common and this frustrates me because the reason I come to the library is to get away from a noisy family. Thanks for reading my comment. 
RESPONSE - Thanks for notifying us. We will do our best to enhance monitoring during these times. Also, if you encounter this inappropriate behaviour while you are up there, please contact staff through our Ask Us chat service or call 905-688-5550, ext. 4583. – Deb Kalvee, Associate University Librarian, Services & Facilities 
November 7, 2014
COMMENT – Brock needs more tables!!!
RESPONSE - Thanks for your comment. We understand your frustration and we are working on it. This past summer, we added 36 small group learning spaces on floor 6. This term, we expect to add one more table on floor 5 and another one on floor 6. 
Funds permitting, we expect to add 80 more seats, again to support collaboration, on floor 6. Other plans to create more study spaces are being considered. 
We are currently asking for student feedback on the changes on floor 6. Email us, tweet us or post your comment on the Library’s Facebook page.  -– Deb Kalvee, Associate University Librarian, Services & Facilities
November 4, 2014
COMMENT- I think a printed chart explaining RACER would be helpful. The tutorial online is hard to find and understand sometimes. A chart in the lobby could be useful. 
RESPONSE - Thank you for your comment. Requesting a work from another library is a multi-step process and can be a daunting experience for the first-time. I don’t know that we can make it any easier, since the software is used by all Ontario university libraries. I was sorry to read that the help information wasn’t easy for you to find or understand. A link to what RACER is, the video, and the step-by-step instructions on how to use it is available from a drop-down window on our home page through the main headings of ‘research’, ‘services for …’ and ‘help’. 
Best practice when you are struggling - speak with a staff person at the Help or Circulation Services desks or contact us through our ASK US chat service. – Deb Kalvee, Associate University Librarian 
October 6, 2014
COMMENT – You should make laptops available to be checked out online if there are already enough laptops in library.

RESPONSE - Thanks for your comment. Due to the high demand for a limited number of laptops, it is necessary to require users to bring them to the desk for renewal. This insures that users who may be waiting for a returned laptop have equal access. -- Barbara Whittard, Innovative System Coordinator /

April 11, 2014

COMMENT - Thank you library staff for excellent customer service we receive every time when we come to the Circulation Desk in the evening. It is so important for us especially during this stressful exams time. Always helpful and friendly! Keep it up. Thank you. 
RESPONSE - Thank you! Circulation and Help Desk staff are glad to provide assistance and try to be as helpful as possible particularly during this time of the year. Good luck on your exams. -- Ian Gordon, Head, Circulation Services
March 27, 2014
COMMENT – Why do library print/copy cards cost 5 dollars at the library desk and 1 dollar around the corner by the printers? That is a scam. What if you were new to Brock and didn’t know? 
RESPONSE - I assure you, it is not a scam:  the cards from the self-serve machine cost $1, but do not have any value on them.  It is up to the user to re-insert the card into the machine and add funds to the card.  Users can purchase cards from the Circulation Desk that are already pre-loaded.  So, for $5, a user gets a card with $4 on it.  The extra $1 covers the cost of the card, just as at the self-serve machine.  Furthermore, if a user brings an empty card to the Circulation Desk, they can pay $4 for a preloaded card (the $1 for the cost of the card is waived if a user has purchased a card already).  Many users prefer to purchase cards at the desk, as they can pay with cash (not just coins), debit, or credit. It is never the case where a user pays $5 for an empty card from the Circulation Desk. -- Jonathan T. Younker, Head, Library Systems and Technologies
March 18, 2014
COMMENT – I find it frustrating when trying to book the graduate group study room and the library staff have it booked for a meeting. I believe you have offices for that reason. Please keep time slots available for actual graduate students. 
RESPONSE – Thank you for your feedback. As we all have experienced, there is a lack of space on the Brock campus. We are required to maximize the use of space we have available to us. When the Graduate Student Meeting Room is not booked, it has been made available to library staff as a last resort for meeting space and has been used on occasion. We feel the frequency is acceptable at this time, but we will continue to monitor this to ensure its primary purpose is not compromised. -- Deb Kalvee, Associate University Librarian, Services & Facilities
February 14, 2014
COMMENT – When you are doing research online and checking a series of references, it is most irritating to be asked over and over again to log in as a registered student. Could not one’s first log in remain valid for, say, at least 20 minutes. 
RESPONSE - Sorry to hear that you are having difficulty accessing our resources from off-campus.  There are many things that might be contributing to the problem you are facing and it is difficult to diagnose exactly what might be going wrong. One thing I can suggest is always start at the Library’s home page before beginning your research.  You’ll be presented with a login box that asks for your portal account. Once that is entered, you should be able to access anything as if you were on campus. 
If you are still having troubles connecting, please contact the Library Help Desk or me directly - 905-688-5550 ext. 5358 or Thanks. -- Tim Ribaric, Digital Services Librarian
February 11, 2014
COMMENT – Upgrade change and print card machines please. It’s hard to find old bills and running to Tim’s all the time for change is silly. 
RESPONSE - Thanks for your comment. We think it’s silly, too, as well as frustrating.  We had hoped to move to a campus-wide print/copy card solution by now, but delays with the payment gateway have dragged on at the finance level, and it’s now looking like it won’t be implemented until the summer.  Why don’t we replace/upgrade the print card machine and the change machine in the meantime?  Because they’ll cost more than $10,000 each, and we’d rather not spend that money for a short-term solution.  We do have some workarounds that we’re hoping to implement soon to alleviate some of these frustrations and silliness; keep your eyes open for changes. -- Jonathan Younker, Head, Library Systems and Technologies
February 3, 2014
COMMENT - Can you let us leave with the laptop over the weekend like before? We can’t leave town to go home over the weekend if we don’t own a laptop or a computer. Thank you.
RESPONSE - To accommodate the growing number of students requesting laptop loans Friday nights, Saturdays and Sundays we had to limit laptop loan periods to 4 hours. We continue to allow overnight loans. -- Ian Gordon, Head, Circulation Services
January 24, 2014
COMMENT - Improve the stairwell. Plants, fresh paint, dusting, better lighting, art work, etc. Studies show improving stairwells by aesthetics increases their usage. This would help impove the weight/wait problem.  
RESPONSE - We recognize the importance of maintaining and enhancing library space so that students want to spend time here, and we try our best to stretch the limited resources we have available to make it more comfortable and appealing. Currently there is almost a $100 million backlog in deferred maintenance that includes such projects as upgrading the stairwells so that they meet upcoming accessibility standards. I’m hopeful that sprucing up the surrounding space will be included. -- Deb Kalvee, Associate University Librarian, Services & Facilities 
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