From: Rosie Knight, Furness College, 5 April 2012

 

I am currently a third year, and I have 3 issues which have annoyed me over my time here:

 

1)      The corpus linguistics section of this Library is terrible.  It is sufficient only for the bare minimum required for our course.  However, if you wish to research a topic in detail, it’s near to useless.

2)      The toilets are always disgusting.  You can’t put your hands under the hot taps, the toilets don’t flush and they’re quite often dirty.

3)      It’s too loud! Yes, we have a silent room, but it’d be nice to work somewhere with a quiet level of background noise – somewhere in between deadly silent and a zoo. 

 

As I mentioned in the NSS, I’ve loved my time at Lancaster, but the only thing that’s let me down is the Library L.

 

 

Dear Rosie

 

Thank-you for the comments on the Library you gave us just before Easter.  It is relatively unusual, but extremely helpful for us to receive specific feedback about information resources such as you have provided.   It is clearly not satisfactory for undergraduates to feel that there is an insufficient range of material available to support their studies and I have asked the Subject Librarian for Linguistics to follow up your comments with your Department, so that we can understand better what is being expected of undergraduates studying in this area, and work with the Department on what needs to be provided.

 

The Library caters for a variety of learning styles and preferences.  For much of the academic year in many disciplines, students are now expected to work collaboratively and it is appropriate that academic conversation is tolerated in some parts of the building.  But we are also aware that at this time of year particularly more people want to be able study and revise quietly.  The current layout of the building is not particularly helpful in this respect, but the University has allocated funding for re-modelling the Library over the next few years, and part of that project will be to re-design study areas so that we can provide better for different types of study in the future.   For the immediate future, we have invested in signage to help designate more clearly than is currently the case areas where quiet or silent study is expected, which will help us to allocate more space for this kind of working this term.  We are also seeking to publicise to students generally their contribution to the provision of appropriate academic study environments – there should be an article in SCAN next week about this, asking students to respect the needs of others.  This is a very large building, open for more than 100 hours per week at this time of year, much of that on a self-service basis.  It is not possible for Library staff to police and control student behaviour – it requires the student community to set expectations of considerate adult behaviour from their peers, and for individuals to be prepared to intervene when others are causing disturbance.    

 

I apologise for the state of the toilets – I am aware that they are less than satisfactory.  We receive frequent complaints about this which are passed on to the University’s Facilities Division which is responsible for cleaning and buildings maintenance. 

 

Kind regards

 

Clare Powne

University Librarian

 

 

From: Anonymous Undergraduate, 26 March 2012

 

I just wanted to say that I have noticed the signs in the ladies toilets in the library explaining that refurbishments will not be carried out until the location of the toilets has been finalised. I understand this and I gather from this that there have been complaints about the toilets. I personally do not think there is anything wrong with the toilets apart from that they are often dirty and smell. I don't think that the toilets cannot be improved immediately. They need be regularly cleaned properly so there is not smell and the toilet rolls need to be replaced regularly or extra toilet rolls need to be left so that students do not find them-self in the situation of having no toilet roll. Thank you for reading this, I do not mean to 'complain', I only want to suggest how the toilets can be improved without the need for a full refurbishment.

 

Thank you for your comments regarding the toilets.  The cleaners currently clean the toilets in the morning, and a further cleaner comes in at night to refill the toilet rolls and empty the bins.  Although the cleaners work hard to maintain the toilets, there is clearly further need for cleaners to work on the toilets throughout the day.  At the moment Facilities do not employ cleaners to do this, and so I am currently encouraging them to look at this problem, with a view to having a cleaner in the building the whole time we are open.

 

This is not something that will happen overnight, and even though the cleaners work hard, the present situation is that the toilets will get dirty throughout the day.  Regarding the toilet rolls, facilities installed the large rolls last year so that they would last longer.  However, due to the volume of people using the toilets they frequently run out.  They will not leave extra toilet rolls in the toilets as they end up all over the floor.

 

Thanks for taking the time to raise this issue, as customer feedback adds weight to my proposals.

 

Kind regards

 

Paul Thompson

Building & Facilities Officer

 

 

From: Anonymous Undergraduate, 16 March 2012

 

I feel the new library recall system whereby books have to be returned over holiday periods is incredibly unfair for students who do not live within the North West.  Living 5 hours away I will not only incur postage costs but not gain any benefits from recalling items, as well as losing out on valuable time in which I need these books.

 

From: Anonymous Undergraduate, 15 March 2012

 

Recalls over Easter?  This is a ridiculous idea!  I have taken out 10 books, if they are all recalled it will cost me A FORTUNE to return them.  They’re big books and there’s 10 of them.  Absolutely stupid and inconsiderate idea.

 

Thank you for your note in the Library’s Comments Box.

 

The recent changes to our arrangements were prompted by feedback from students, many of whom stay at Lancaster during the Easter Vacation, and are intended to increase the availability of books over this critical period for many users.   The Library serves the whole academic community and has to balance the interests of undergraduate students against those of researchers who are here throughout the year.  We understand your concerns and can assure you that we will be monitoring the impact of these changes very closely and undertaking a full review at the end of the Vacation.

 

Allowing recall of books over the Easter Vacation increases the availability of a small proportion of heavily used materials and ensures fair access to them by all members of the University at this very busy time of year.  It is only a part of a package of changes which the Library is introducing to increase access to resources.  Other measures include, for example, retaining the High Demand Collection here throughout the Vacation.  We monitor recalled items with a view to purchasing digital versions wherever possible; e-books significantly improve availability as they can be used from any location by any member of the University, not just by the one person who has a print copy out on loan.

 

Please accept our reassurances that we will be closely monitoring the impact of these changes over the next five weeks.  

 

Best wishes,

 

Clare C A Powne

University Librarian

 

 

From: Anonymous Undergraduate, 1 March 2012

 

Why is it so hot in the Library?

 

Thank you for your comments regarding the temperature within the University Library. I am sorry that you have had cause for concern and apologise for the delay in replying.

 

Unfortunately we have no control over the temperature that is maintained within the Library (apart from opening or closing the windows in relation to the temperature within the building), as it is controlled and monitored by the Facilities Department. I will pass your complaint to facilities, but you could also contact them if you so wish.

 

Sorry that I cannot be of more help.

 

Kind regards

 

Paul Thompson

Building & Facilities Officer

 

 

From:  Dr Nick Chappell, LEC, 26 February 2012

 

Please return e-scanner to company and obtain university resources back.  The scanner in the library foyer is not fit for purpose (no basic level of reliability).  We are in danger of wasting university resources with this unit.

 

Dear Nick,

 

Thank you for your comments regarding the scanner in the University Library.

 

You are right that the scanner in terms of reliability is not fit for purpose. Since the introduction of the scanner, there have been a number of problems with its software, which the manufacturers have struggled to overcome. We have made them aware both of our displeasure and the frustration of people who use the device.  We have received updated software and even a completely new scanner in response.  Finally, they have assured us that they have isolated the problem and are currently testing the new software at their workshops.  It is due to be released very shortly.

 

I can assure you that if the new version is unreliable, we will be inviting the manufactures to a meeting to discuss the viability of continuing with the scanner.

 

Kind regards

 

Paul Thompson

Building & Facilities Officer

 

 

From: Dr Stephen Pumfrey, Department of History, 23 February 2012

 

The Library has been very helpful and efficient in getting me some e-books and a dissertation I asked for.  Very good service.

 

Dear Stephen

 

Thank-you for taking the trouble to give us your positive comments on the service you have received from the Library.  My colleagues are always very glad to know when they have helped, so I have passed on your compliments to staff here as a good way to end the week.

 

Clare

 

Clare C A Powne

University Librarian

 

 

From: Anonymous member of Academic Staff, 14 February 2012

 

The new renewal system can be very costly for staff.  If we miss the Library renewal email in the hundreds of emails we have to answer each week, there’s quite a penalty.  I had to pay £6.40.  It feels like staff are having to subsidise the Library in what almost smacks of a new revenue producing stream.

 

Thanks for your comments on the new arrangements for staff loans and renewals which were publicised in June 2011.    Many staff had found the previous requirement to return all loans to the Library once a year at one of the busiest periods of the academic session (Week 8 of the Summer Term) inconvenient and time-consuming, particularly as items borrowed during the Summer Term became due for return within a matter of a few weeks.    A loan is now for 10 weeks from the date of issue, whenever that is during the year, with up to 6 online renewals, so items can be kept for up to 70 weeks before they need to be brought to the Library.

 

The due date of your books can be checked online by going to My Library Account on the library website (link in left-hand bar at http://libweb.lancs.ac.uk/).  You may find it convenient to renew all your loans at the same time, so they then have the same due date which can be put in your diary or online calendar to assist in the management of your loans.  

 

The Library is a shared resource for the whole academic community.   Libraries operate fines systems only to deter people from monopolising items which other may want to use, not to generate income.  We do our best to help everyone avoid incurring fines by making it easy to renew loans online and by sending courtesy reminders in advance of due dates.  Revenue from fines contributes only 1% of the annual cost to the University of providing library resources and services.

 

Best wishes

 

Clare C A Powne

University Librarian

 

 

From: Anonymous Postgraduate, 10 February 2012

 

I would like to complain about the Library’s system of fines.  I have just been charged £15 for overdue library books.  £4.50 of this was for a book which was recalled.  This is fair enough.  What I object to is being charged the remainder for books which I was still able to re-new anyway.  Why isn’t the fee waived, once the books are renewed, like in all public libraries?  What does the Library do with all this money?  If the University is going to charge money for this then surely this should be a symbolic price, a minimal fee which does not hit people so hard who are just trying to study, and have little money as it is.  This policy is odious.

 

Thank-you for your comments on library fines.

 

A fines system is in place to encourage borrowers to renew or return books on time to ensure the availability of resources for all the University’s members.   No-one needs to incur fines; they can be avoided by the prompt renewal or return of your books.   We send courtesy emails three days before the due date to remind borrowers that items they have on loan are due back soon.  The email also gives information on the different ways you can renew your books, including online through My Library Account on the library website (link in the left hand navigation bar at http://libweb.lancs.ac.uk).   Please remember to check your university email account regularly to ensure you receive this advance notification that your loans are due back shortly.

 

Fines rates are advertised at http://lancaster.libguides.com/content.php?pid=245686&sid=2148719.  Fines contribute only 1% of the annual cost to the University of providing library resources and services.

 

Clare C A Powne

University Librarian

 

 

From: Anonymous Undergraduate, 30 January 2012

 

I do not think the C floor main toilets have been cleaned today, and they are disgusting. The sanitary bins are overflowing and there are faeces on the seats. They are a health hazard, smell foul, and aren't even suitable for animals.

 

Thank you very much for alerting me to the state of the toilet on C floor. I have passed your comments on to the cleaning supervisor who will I have been promised immediately investigate what has led to the current state of the toilet.  However, the sanitary bins can only be emptied by an authorised company which is employed specifically for this task, so the toilet will have to remain closed until tomorrow. The situation is complicated by the fact users put toilet paper in the bins, which of course fills them far quicker than anticipated.

 

Once again, thanks for highlighting the problem

 

Regards

 

Paul Thompson

Building & Facilities Officer

 

 

From: Anonymous Postgraduate, 24 January 2012

 

Seems unfair that I received notification of a recalled book on a Saturday.  It was due the next day, Sunday.  I think the notice period for all recalled books should be 1 week, i.e. that I was allowed to renew my book for 6 days to give me a fighting chance of finishing using it and/or avoiding a fine.  The system is unfair to anyone who lives off campus who can’t get in at the drop of a hat.  At least there should be warnings to do remote renewals 1 week before due date in case renewal is denied due to recall.

 

Thank you for your comments on recalled loans, and apologies for the delay in sending a response to you; the person who usually deals with replies to questions about borrowing has been off sick since the middle of last week.

 

All loans are subject to recall if they are requested by another user.  When an item is recalled, the current borrower is given seven days to return the book unless, as in your case, the book is already due back within the next seven days, in which case the due date remains the same.  You would already have been sent an email courtesy reminder 3 days before that due date to remind you that your loan was due for return on the Sunday.  Someone else then recalled the book, hence the notification you received that the loan was due the following day.

 

The Library’s borrowing arrangements are designed, as far as possible, to ensure that there is equitable access to information resources for everyone.  We do seek to take into account the needs of part-time students and people who live at a distance, as well as those who are resident full-time on campus.  Renewal of loans may be available but cannot be assumed to be possible if someone else requires the same item, so it is always preferable to make use of books as soon as they have been borrowed, and to expect that they will need to be returned on the due date.

 

There is information about recalls and renewals at

http://lancaster.libguides.com/content.php?pid=245686&sid=2148982

 

Best wishes

 

Clare C A Powne

University Librarian

 

 

From: Hannah Laurens, Dept of Physics, 22 January 2012

 

With Lancaster becoming one of the best universities in the country I find it perplexing as to why we still do not have a 24-hour library service.  With the new self-service machines it would require minimal staffing and would prove far more useful than the “learning” zone which does not offer comparable facilities.  Lancaster is in the minority of institutions not offering this service and it needs to be addressed.

 

Dear Hannah,

 

Thank-you for your comments on Library opening hours.

 

We monitor use of the Library carefully, particularly borrowing activity and numbers of people entering the building.  The University has already made the Learning Zone available round the clock.  The evidence we have suggests that although a lot of students say that they would also like the Library to be open 24 hours, the numbers who actually use the Library during the late evening periods we are already open is small, even during the exam period.  The great majority of journals, and increasing quantities of books are now available online, so much of the information we provide can be used at any time and from anywhere.

 

I have talked with the Directors of Student-Based Services and of Facilities, and with the PVC for Student Experience about this.  We would like to understand better and in much more detail what aspects of the Library people need which the Learning Zone is not providing.

 

I would very much welcome an opportunity to talk with you and any of your fellow students about your expectations of what the Library should offer, so please let me know if you have time to discuss this.  If not, I’d appreciate a quick email telling me a bit more about what you need (e.g. silent study space, groupwork areas, access to books, hard-wired PCs, access to printing facilities, somewhere to use your laptop,  printed journals, just being somewhere where other people are also studying......................etc)

 

Kind regards

 

Clare C A Powne

University Librarian