Latest comments

• May 14, 2012: Email response for form submissions (online comment box)

  Please program all the library request and response forms to send a copy to the email we entered on the form.  that will give us a record of the communication.
  
  I've never understood why this is so ignored by programmers who prepare these forms, or by the various offices who request that they be prepared.  If your software package can't do it, get another software package.  beyond the above, it seems a simple matter of courtesy.
  
  Thanks for your consideration!

  The reason I don't do that on our service forms is to stop them from sending spam. If the form sent an email to whatever address was typed in (in addition to the hard-coded address), then anyone could use the form to send an email to anyone using our servers, which would quickly result in them getting blocked by other ISPs or completely cut off from the network by CNS. That's pretty standard with online forms, unless the force you to log in before you can submit the form. Since most of our forms can also be used by our community patrons, there's no easy way to hide them behind some kind of authentication.

  I do try to present the submitted data on a result screen whenever possible so you can see what's getting emailed to us.

  Robert Sebek
  Webmaster, University Libraries

• May 9, 2012: Poor customer service (online comment box)

  I am an employee and I was interested in reserving a video for a staff training I am conducting.  I called the circulation desk because I have only done this once and the person I talked to was very rude and demanded to know what I wanted the video for.  This left me somewhat taken aback. He did not help me at all. So I remembered I knew someone in Binding and Preservation so I called the number listed in the VT DIRECTORY under her name and "Deborah" answered the phone and told me I was not to call this person on that line, she wanted to know who I was and what I wanted and I told her I was calling from another office and she HUNG UP ON ME!!!!  The video I wanted to borrow was on customer service! You might want to do a customer service training of your own.  I would fire any one of my staff who EVER talked to someone in the tone of voice in which these two people talked to me much less hung up on someone.  I hope all your staff isn't like this.

  I'm very sorry for the treatment you received, this is not what we in the library accept for customer service.  I will help you reserve the materials you need and will address the staff issue in my area.  I have also passed this note on to Leslie O'Brien, Director of Technical Services, so that the other part of the poor service you received can be addressed by her units as well. 

  Thanks,
  Brenda Pratt
  Head of Circulation Services

• May 5, 2012: Paying fines (online comment box)

  Hey,
  How do I pay my library fees remotely.  Where can I send a check? Or is there a way to charge my Hokie passport and pay the money that way.
  

  You can't pay online, but you could mail a check. (http://www.lib.vt.edu/circ-reserve/fines.html)

  --
  Robert Sebek
  Webmaster, Virginia Tech Libraries

• April 20, 2012: Comments about double-sided printing (online comment box)

  It is really annoying how it automatically prints on both sides, I understand that you are trying to help the environment.  However, it (a) was never posted anywhere so we all get to learn the hard way that the printers print on both sides and (b) doesn't change the price at all for the student.  If you are saving money on printing back to back shouldn't we see some of that?  Some of my professors don't accept things on both sides as it appears unprofessional and I just wasted money and paper on a 30 pages (aka $3) in what is now an unprofessional looking paper...  You really should make us aware and give some benefit to printing on both sides if you are going to make it the default!

  Hi.  Thank you for your comment.
  I am sorry that you were not aware that 2-side printing is now the default.  It has been that way since our conversion to the new printing system.  It was determined that a very large majority of our users preferred to have 2-sided printing.  
  
  The default settings are stated at each of the public computer terminals, on the message boards at the printers themselves and is the very first statement on the "How to Print in the Library" web page. http://www.lib.vt.edu/photocopy/printing.html
  
  To your point concerning the price:  we are using less paper, but paper is only one portion of the costs.  These savings allow us to keep our prices low.  
  
  Again, I am sorry that you were not aware of the changes.  If you would forward your ID number to me or stop by the Circulation desk, I will be glad to credit you $3.00.
  
  Mark Robertson
  Manager, Library Auxiliary Services

• April 20, 2012: Thank you for services (online comment box)

  This is an ordinary Hokie who has been thinking of writing to express my thanks to all your terrific work for a long time.

  Now it's the end of this semester and what you have done this semester is pretty impressive, courteous, and wonderful! I even guess you might have a new president or leader, if not, why are there this many perfect changes this semester?

  1. You decide to open the main library 24 hours from Sun. to Thur., which is pretty convenient for all those undergraduates and graduates. My friends from other universities said their libraries open 24 hours several years ago. Until the day you opened 24 hours did I realize how could this benefit us greatly.

  2. This semester more and more students walk into Newman to study, discuss, or search. Whenever possible, I saw you staff set new chairs and desks everywhere. That is really really nice and courteous. The sight is touching. Thank you all.

  3. When I left the library at around 2 a.m., I saw a patroit security and a library stuff talking at the circulation desk. I felt safe, comfortable, and home-like here in the library. If the staff is sleepy, I don't think it's necessary for them to stay here all night long coz we don't borrow books from 12:00 to 6:00 a.m. They deserve a perfect sleep and dream.

  At last, I can only say "Thank you so much"!

  We are so happy that you have been able to benefit from all the changes in the library.  We have indeed changed administration in the last year or so.  Tyler Walter became dean of the Newman Library in March of 2011.  Under his leadership the Newman Library has been able to move forward in many areas.  We are growing in areas of digital scholarship, new services, as well as creating collaborative opportunities across campus that also benefit the Virginia Tech community.  Please continue to provide us feedback on how we are doing.  We take comments very seriously and are working in an environment of continuous improvement.

  Best,
  Charla Lancaster
  Director of Assessment and Library Access Services