February 10, 2010: Directory problem (online comment box)

Your directory does not work.

The directory link from Subject and Database pages now works.

--
Robert Sebek
Webmaster
University Libraries, Virginia Tech

February 15, 2010: Old furniture (library suggestion box)

New chairs (on the 5th floor) and replace old wooden hard ones. Went here 10 years ago and still same chairs.

Thank you for your suggestion. Given the current and future budget constraints facing the Library, I don't think that replacing the seating in the Library will happen any time soon. The wooden chairs in the Library were purchased specifically for their sturdy construction, and they seem to have passed the test of time. We do over time plan to put out more comfortable furniture for people who want to sit and read. But in most study areas we will continue to use our existing tables and chairs.

Buddy Litchfield
Va. Tech Libraries

February 23, 2010: Screen savers on public terminals (library suggestion box)

I love the screen savers (on the public workstations). They are much fun to look at, especially the old Tech pics that are incorporated in it. 

Thank you for your comments. It is good to know that our attempts to make the screen savers more interesting are appreciated by our patrons.

Buddy Litchfield
Va. Tech Libraries

February 23, 2010: Quiet floor signs help! (library suggestion box)

I just wanted to say thank you for designating certain floors as quiet floors, and others for discussion. And for posting signs to that effect everywhere. It works! The   Library at my last university was so noisy everywhere that I had to quit going to it at all. So many thanks!!

Thank for for letting us know that our move to designate floors as quiet or discussion areas is working.  Please let us know if you have any additional ideas as to how we can improve the Library experience for you and other patrons.

Buddy Litchfield
Va. Tech Libraries

February 24, 2010: Grad students should have unlimited renewals (online comment box)

Graduate students should be allowed to have unlimited renewals unless the book is put on hold. And second of all the policy that you cannot renew over the phone but you can come in and check the book out immediately makes no sense. How is that any different? If you renew over the phone it happens immediately and so does coming in returning and checking out. In the few minutes that it takes to come in and renew in person there is very very little chance that someone is going to put a hold on the book. Maybe VT should examine policies at other large universities. I was a former student at Ohio State and their policy is Renewals of OSU books are unlimited as long as no-one else has placed a hold, and you renew by the due date. I will appreciate if someone will reply me with yes the library will look into changing the policy rather than explaining the reason behind such a policy.

Please remember that each university library has their own policies and those policies are written for specific reasons.  For this library, it was determined that renewals would be set to one renewal for graduate students.  This time frame gives that patron 6 months use for individual book.  Most often 6 months is ample time to use materials since most semesters last 5 months.

In the past, higher numbers of renewals became problematic as patrons seemed to misplace items.  The reason for bringing in items after the renewal and being allowed to check them back out is a safety precaution for the library.  At least every 6 months patrons have to identify checkout books and it also gives them a chance to decide whether they need the books.

As for renewing over the phone, for the renewal after the initial checkout, you can renew over the phone.  If you've had the item 6 months and already renewed,  then you are required to show the item and checkin and back out for the reason listed above.

If you have any questions please let me know.

Brenda Pratt
Head of Circulation

February 24, 2010: Poor customer service (online comment box)

The library staff was very rude when I came to return my 20 books. There was no need for rolling of eyes and the attitude. It wasn't peak time there wasn't a line behind me..I was the only person. The staff would rather put away DVDS then return my books and give me a receipt.

Maybe there needs to be training on diversity (I don't know what her problem was maybe the color of my skin). It's really sad that library staff behavior would make me feel this way. I know it was 8 pm in the day she might have been tired etc, but regardless of the reason if you are in a customer service position you have to be courteous.

Not sure what happened last night but let me ask a couple of questions from you.  When you came to the desk, did you go to a book checkout station or to the return slot?  The return slot does not require a person and is a self service area.  If you came to the checkout station someone should have promptly helped you.  Another question, was this lady the only one at the desk at the time?  Several staff were scheduled at that time.

My apologies if you felt you were treated rudely.

Thanks-Brenda Pratt
Head of Circulation

February 25, 2010: Online library instruction materials (library comment box)

Thank you so much for making your bibliographic instruction evaluation materials available online.  We are currently developing a bibliographic instruction program here at an American-style university in Morocco, and appreciate the help that you have given us. Your contribution will be acknowledged in the final product.

February 26, 2010: Book return on West Campus Drive (online comment box)

When do you plan to reopen the book return box on West Campus drive near Prices Fork RD?  Alternately, are there any other return boxes with nearby parking?

Thanks for your concern.  That return bin was opened up on Tuesday I believe.  The snow removal guys blocked our bin and we could not get into it.  Then the snow and ice froze and we could not shovel the snow.

We are aware that this bin is used quite frequently due to the location and drop off capability.  I do appreciate your concern for the bin.  We do have two bins at the library that you can pull up to a drop off but not as easily as the West Campus Drive one.

Again thanks for your concern and let me know if I can help in any way.

Thanks-Brenda Pratt
Head of Circulation

February 26, 2010: Problems with public computers (library suggestion box)

1. Public PC 302 -- Can't conncet to the Internet or Addison. Gives an "unable to find proxy server" error message.

2. Public PC 301 doesn't work either. The pc can't be turned on.

Thank you for bringing these problems to our attention. I will report them to our systems group right away.

Buddy Litchfield
Va. Tech Libraries

February 27, 2010: Thanks for the help! (online comment box)

I can't remember the person's name, but I live chatted with someone on the library website on Thursday to help locate a book.  They helped me immensely and I was able to check out the book 2 days later.  I just wanted to say thanks.