Feedback Comments and Responses

October 23, 2019
Comments:
1.Please fix the WIFI
2.It is appalling as a T.A. that Brock has not yet been able to fix the wifi issues, as well as issues with their computers. I rely on fast speed wifi for my job here at Brock and always find that in the middle of calls, using facetime etc. my phone disconnects due to poor connection. This has casued many problems for me hindering my ability to work. I urge whoever is in charge to fix this issues asap.
3.The WIFI service connection in the library and university in general is very bad. In fact it is terrible. It has hindered me and multiple other students from completing work and getting the simplest tasks done. Living in the 21st century and paying a fortune of money, I think it is the right of every student to enjoy the best WIFI service possible. I have spent 7 years at Brock and this year is definitely the worst. We would really appreciate getting this issue resolved .
Reply:
Thank you for taking the time to comment about your experiences with wireless slowness in the Library.
Wifi everywhere on campus is administered by Brock’s Information Technology Services.  I will send your comments to the appropriate individual in ITS so that they can assess whether the wireless infrastructure in the Library is adequate for the number of users at peak periods.
In the event that you encounter wireless slowness anywhere on campus, I recommending submitting a ticket via brocku.ca/information-technology/helpdesk. If you include your location on campus, and the date/time, they can better troubleshoot the issue for you, and hopefully help make the wireless experience better for everyone at Brock.
Jonathan T. Younker
Head, Library Systems & Technologies

October 9, 2019
Comment:
On the ground floor of the library, toward the back by all the group study spaces are cubicles designed to be quiet study zones with NO TALKING. And yet, there are a plethora of students…that fail to abide by these rules. It makes studying very difficult. Would it be possible for librarians to help maintain loudness by asking such patrons to move themselves to other areas of the library? There are group study rooms for a reason…so one would think.
Reply:
I know that it’s frustrating when some users are being loud in an area that is designated as Quiet Study. The area that you are speaking of is not a “no talking” area, but an area where we request that users speak quietly so as to not disturb others. If you are looking for a true Silent Study zone, the 9th and 10th floors would be a better match for you. We encourage you, if you are comfortable with it, to remind your peers to speak more quietly in our designated quiet study spaces. Our staff do also walk through our spaces multiple times throughout the day. Otherwise, please let us know about noise concerns at libhelp@brocku.ca, via Ask a Librarian chat, by phone at 905-688-5550 ext.4583 or in person at the Ask Us Desk.
Andrew Colgoni, Associate University Librarian, Student Success 
acolgoni@brocku.ca 

September 23, 2019
Comment:
Could the library purchase fans for students to sign out to use in the study rooms because of the very warm temperatures? Thanks
Reply:
I appreciate the sentiment (we’re always interested in new ideas for what to loan!), and we recognize that the elevated temperatures in parts of the library are uncomfortable. We’ve been working closely with Brock Facilities Services (who controls the temperatures – we don’t have access to the thermostats!) and they have been able to fix some of the issues that were causing warm temps on Level 200. I hope it’s better – email me if you are finding some areas too warm, still. 
Andrew Colgoni, Associate University Librarian, Student Success 
acolgoni@brocku.ca 

September 16, 2019
Comment:
1. Why is it so HOT in here?  
2. When is the construction going to be over & the area useable? It was supposed to be open Fall 2018!  
3. Can we please have coat hooks in the study rooms? 
Reply:
1. One common reason it is warm in parts of the library is due to changing external temperatures, and sometimes building temperatures don’t quite line up with them. We’ve been able to get level 200 a bit cooler by working with Brock Facilities. Let me know if there are specific areas that you are finding too warm still. 
2. Soon, we hope! You’ll notice that some sections are going to be opening right now, but final touches and technology are still being installed. We are excited to move into the Makerspace and Digital Scholarship Lab! 
3. You’re not the first person to ask for these! In response, we’re looking to our options and making sure we can do this safely. Thanks for the suggestion.
Andrew Colgoni, Associate University Librarian, Student Success 
acolgoni@brocku.ca 

April 16, 2019
Comment:
Make it easier to cancel library study room bookings!  
There used to be a link in the email that allowed us to cancel and now it’s not there and there’s no way to do it otherwise (I asked a librarian for help but she couldn’t help). She told me that students are able to use the rooms if it opens up after 15 minutes, but why should a student have to wait 15 minutes for no reason and also, if I saw the room is booked online, I would not go check just in case. 
Reply:
Thank you for taking the time to provide feedback about our new group study room booking system.  
We have been tweaking the communication from the system because students have been accidentally cancelling their bookings.  
But, I hear you that it’s important to have a simple way to cancel bookings after receiving the reminder message. (We have always had the cancellation link in the confirmation email that you receive when you make the booking.) We will make this change based on your feedback and continue to monitor the situation. 
We have a ‘fifteen-minute rule’: Rooms not occupied within 15 minutes of booking time become available for re-booking. This allows the group with the booking to run a little late and still have an opportunity to use the room. This policy is in line with other libraries. But, we appreciate your feedback and will review our space use policies. 
Monica Rettig. Head, Access Services 
mrettig@brocku.ca 

February 21, 2019
Comment:
Why not get some art students to paint murals in the stairwells? It would be so nice! (Also, could use a sweep, especially on higher floors). I love the library. Great job, everyone!
Reply:
Thank you for your suggestion. I love the idea of having students paint a mural to brighten up the stairwell! We are always looking for ways to improve and will explore the suggestion.
I will ask Custodial Services to give the stairwells a bit of extra attention.
Thank you for your kind comments and your feedback!
Jennifer Thiessen, Interim Associate Librarian, Academic Services

February 21, 2019
Comment:
Has there been any thought given to installing standing desks?
Reply:
Thank you for your suggestion. We are currently investigating various products and initiatives that can support student wellness and will explore the feasibility of standing desks. We do have desks at a variety of heights in the Library, including a standing height desk in the main corridor. Try it out and let us know what you think! Thank you for taking the time to share your feedback.
Jennifer Thiessen, Interim Associate Librarian, Academic Services

January 16, 2019
Comment:
I can’t believe that the library now charges $0.03 per sheet for scanning. This is outrageous! Scanning costs the library nothing (any energy used during this process is negligible and is surely covered by the millions of dollars of other fees that Brock is collecting from students). Are you going to start charging students for plugging in their laptops or phones to charge as well? I’d like to know how this fee is justified. If it is meant to offset the cost of wear and tear on the multi-function machines, there are many things that the library currently wastes money on that would be better spent covering the cost of scanning.
Reply:
Thank you for taking the time to provide feedback. I reached out to colleagues in Printing and Digital Services to respond to your comment: On Oct. 1, 2018, the pricing for photocopying and scanning was adjusted as a result of rising equipment leasing costs, maintenance changes, and toner and paper prices. This was the first rate increase in more than five years, and enables the University to responsibly pay its operating costs while also being fair to users. A survey of 22 Canadian (mainly Ontario) post-secondary institutions done in Fall 2018 found the average cost for colour copies was 36 cents, while the average cost for black & white copies was 9.5 cents. At Brock, black & white copy rates went to 11 cents (from 10 cents), colour copy rates to 30 cents (from 20 cents), and the cost of scans is 3 cents each. If you have any further questions, you can contact them at printing@brocku.ca Another option is to use free photo-to-PDF apps, such as ‘Office Lens’ and ‘Genius Scan’.
Monica Rettig. Head, Access Services mrettig@brocku.ca

January 16, 2019
Comment:
Why does someone always do a headcount on the study floors? It’s super distracting and I find it to be purposeless. Thanks
Reply:
Thank you for taking the time to share your feedback.
Yes, library staff conduct walk-throughs of the entire library approximately four times per day. I’m sorry to hear that you’ve found this distracting while you are studying.
We have this practice for a number of reasons. For student safety, it’s important that library staff circulate throughout the building in order to proactively report any problems or address any issues. We also want to be available and visible for anyone who needs help or wants to ask a question. And finally, we do a head count of the number of people in the space. This allows us to better understand library usage in order to inform planning for library hours and staffing levels.
If you have any specific suggestions on how we might make this less distracting, please feel free to contact me directly.
Monica Rettig. Head, Access Services mrettig@brocku.ca

December 10, 2018
Comment:
If Brock is going to continue its attempts to increase enrollment, it has to ensure that its facilities can actually cope with the larger influx of students. Currently, the library isn’t. There are always long lines for the elevators, line-ups for printing services, large crowds of students that you need to dodge through in the lobby and it feels really overcrowded, especially when you’re looking for a silent study space. Brock can’t keep increasing the number of students it has without devoting more resources to the library (especially money and SPACE). Also, upkeep and maintenance of the resources that the library does currently have need to be prioritized better. Why are there so many computers (especially the quick sign-in ones by the printers) always out of order? When I come to print things, I expect the majority of the copiers to be working! Sadly, this often isn’t the case.  As for long-term planning (i.e. within the next 20 years), you’re going to have to renovate/expand the library. Why not consider building libraries according to disciple, (i.e. a science library, a humanities library, etc). One more separate library building would do wonders to alleviate the congestion of the current library.
Reply:
Thank you very much for your feedback. I agree that the library can feel very crowded during this time of year. It is frustrating to have to deal with long lines and crowded spaces. The Library is continually working to improve spaces and services. We have been able to create more study spaces with the recent renovation on the 5th floor and are looking forward to the opening of the new Rankin Family Pavillion which will feature more student space.  Currently, we are investigating making modifications to the stand-up workstations by the printers so that students can access them quickly and efficiently during busy times.  Thank you for taking the time to share your comments.
Jennifer Thiessen
Interim Associate University Librarian, Academic Services

November 27, 2018
Comment:
Please consider setting up the possibility for pay equipment rental fines at the downtown campus for students in the VISA program
Reply:
Thank you for taking the time to share your feedback.
I do appreciate that fine payment is inconvenient for students taking classes at Marilyn I Walker. I relayed your concern to our counterparts downtown for their consideration.
We are in the process of implementing a new library system (Expected late 2019). Part of this process will include investigating ways to modernize and improve the student experience, including fine payment options.
Monica Rettig. Head, Access Services mrettig@brocku.ca

November 26, 2018
Comment:
We love the collaborative working spaces on the fifth floor! More space like this would be an excellent feature in the library! (sometimes it’s all full!)
Reply:
So glad you love the new space on the 5th floor—we love it too! We are always happy to receive feedback and will keep this in mind as we plan for new spaces.
Jennifer Thiessen
Interim Associate University Librarian, Academic Services

November 20, 2018
Comment:
Why not let us book 3-4 weeks in advance for study rooms especially around exam time.
Reply:
Thank you for the suggestion. We are in line with most other Ontario university libraries, but will take your feedback into consideration.
D. Grant
Operations Manager, Access Services

November 14, 2018
Comment:
Can we please install more cheap food in the library? I’m poor to buy $10 meals.
Reply:
Studying makes me hungry, too! We do have vending machines on floors 2, 6, 7, 8, and 9 with a variety of snacks.
The Guernsey Market (on floor 1, below the Library) also has snacks and meals with a range of price points. You can provide feedback to Brock University Dining Services here: https://brocku.ca/hospitality-services/dining-on-campus/catering-on-campus/feedback/
You can also connect with BUSU to find out more about affordable food: https://www.brockbusu.ca/services/food-first/
Thank you for your feedback!
Jennifer Thiessen
Interim Associate University Librarian, Academic Services

November 4, 2018
Comment:
Hi! A little irritated as I spent 20 minutes (and counting) waiting for an elevator to come to the 5th floor to bring me downstairs. I’m in a wheelchair and every elevator was full. If you have four elevators, why is there only one running? Please rectify this issue!
Reply:
Thank you very much for taking the time to submit your feedback. The elevator situation is definitely frustrating. It may look like we have 4 elevators, but only 2 elevators serve the Library floors (floor 2, and floors 5 through 10), while the other 2 elevators serve the administrative floors of the Schmon Tower (floors 1, 3, 4, 11-13). At busy times of the year the library elevators do tend to be quite full!
Recently we also had one elevator out of operation for a short period of time while it was being maintained, so I wonder if this was during the same time that you were waiting for the elevator, necessitating a longer than usual wait time. I’m sorry for the long wait.
Thanks again for your comments.
Jennifer Thiessen
Interim Associate University Librarian, Academic Services

October 30, 2018
Comment:
Why is it so loud in the library? It seems as if talking is allowed everywhere. We need more silent spaces. Only like 2 floors are silent and they fill up quickly around midterms, and then there is no where to go to study silently. The ground floor rooms don’t work because you can still hear everyone in the rest of the library. Please devote some more space to silent study.
Reply:
Thank you very much for your feedback. Please feel free to bring any immediate noise issues to the attention of staff in person at the Ask Us Desk, via chat on the Library’s homepage or via phone at 905-688-5550 ext. 4583. Staff will investigate and deal with the problem promptly.
Floors 9, 10, and Classroom B (when not in use for instruction) are silent areas. An enclosed silent study room with seating for over 30 is available on floor 5. Individual study rooms for silent study are available on a drop-in basis on floors 9 and 10.
We will be reviewing study zones in the Library and will take feedback like this into account.
Jennifer Thiessen
Interim Associate University Librarian, Academic Services