Feedback responses

Response

Hi,

The library website is currently not functioning as it should today. We are currently investigating the issue and getting it resolved. We apologise for any inconvenience caused and understand that it has caused frustration for users today.

Response

Hi,

The library website is currently not functioning as it should today. We are currently investigating the issue and getting it resolved. There is an obvious link to the catalog and it  will be  reinstated soon. We apologise for any inconvenience caused.

Response

Hello,

Thank you for your feedback.  Extended hours are planned for the final weeks of semester including the exam period.

Best wishes,

Kerryn Amery, Associate University Librarian - Information Services

Response

Hello,

Thank you for your feedback.  Please ask concerned Wodonga students to submit their feedback in writing to the Wodonga Campus Librarian or via the Feedback database. Alternatively, they can email or ring me.

Best wishes,

Kerryn Amery, Associate University Librarian - Information Services

 

Response

Hi

Thankyou for your feed back

There is a stand up bench for silent study on level 3 near the computer zone B which have power outlets about 10 positions.

There are adjustable height tables on other levels however these are priority use for people with special access requirements, these tables can be wound up to standingheight

There are of course Library computers at standing benches on level 1 Zones A and G.

There may be other oportunities to provide space for standing at computers in other locations into the future.

Level 2 has standup benches with power  North end Zone 2E computers

 

Response

Hello,

Thank you for your feedback and suggestion. Conversation and telephone calls are permitted on level two.  You may prefer to study on level three as this floor is silent.

Best wishes,

Kerryn Amery, Associate University Librarian - Information Services

Response

Thank you for your feedback about opening hours.  Your comments will be considered within our service and facililty reviews that the library continually undertakes.  Currently we have plans in place to install an additional shelf checkout machine into the Reserve area which we hope will solve this particular issue that you have experienced.  Unfortunately we have been unable to get this happening as quickly as we hoped.

If you continue to have difficulty in collecting ILL items during staffed hours while the additional option of a shelf checkout machine is unavailable, please contact the Bendigo Campus Library ILL department to make alternative arrangements for collection.

Jeanette Dazkiw, Campus Library Manager (Bendigo)

 

Response

Hello,

Thank you for your feedback.  The Lynda Trial was coordinated by the Student Learning team, not the Library.  I have forwarded your feedback and contact details to the relevant manager in Student Learning.

Best wishes,

Kerryn Amery, Associate University Librarian - Information Services

Response

Hello,

Thank you for your feedback.  Yes, the issues that you raise in your feedback have been considered.  The Student Union has raised these issues in a number of meetings with the University Librarian.  The Library has also received feedback and suggestions from individual students.  These conversations and feedback have informed the review of opening hours.  We hope to be able to announce the outcomes of the review soon.  Please contact me if your would like to discuss your feedback in more detail.

Best wishes,

Kerryn Amery, Associate University Librarian - Information Services

 

Response

Hello,

Thank you for your feedback.  There are four postgraduate study  rooms in the Melbourne Library.  Two are located on level two and are designated as quiet study which includes group study and conversation.  The other two are located on level three and are designated as silent study.  The study spaces on level three may better meet your needs for silence.

Best wishes,

Kerryn Amery, Associate University Librarian - Information Services

Response

Hello,

Thank you for your feedback and suggestions which I have forwarded to the staff member who designed and maintains the feedback database.  He will investigate your suggestions.

For your information, feedback is usually answered within 24 hours and frequently on the same day.  Feedback submitted on the weekend is often not answered until Monday morning. This delayed response time for weekend feedback is under review.

The Library team is conscious that students utilise feedback to report problems that require prompt attention.  Staff routinely check feedback throughout the day Monday - Friday and respond as quickly as possible. 

Sometimes feedback is about an issue that requires some investigation such as a technical issue with a library resource, a complaint about a library service or a matter that needs referral such as a building problem.  Where possible, we advise the student who submitted the feedback that we are investigating their issue and will keep them updated of progress, particularly if the issue takes some weeks or even months to resolve.  Having the student's email address makes this process easier but we understand that some students prefer to remain anonymous when submitting feedback.

Sometimes a staff member will ring a student, if the telephone number has been provided, to find out more about their feedback and their suggestions for improvements.  The Library team value opportunities to work collaboratively with students on addressing service or resource issues and developing improvements.

Best wishes,

Kerryn Amery, Associate University Librarian - Information Services

Response

Hello,

Thank you for your feedback.  Please encourage AW students to enter their feedback so that we can obtain a better understanding of their concerns. Alternatively, they email their concerns to me or to the Wodonga Library manager.  The Library has undertaken a review of Library opening hours based on 2013 usage statistics (queries, numbers of students in the building) and feedback.  The results of the review will be announced soon.

La Trobe provides physical Library services at  five campuses. Opening hours vary across these sites.  Shepparton and Mildura (co-located with TAFE) library buildings and services close at 6.00 pm - weekdays.  Currently, Library services cease at 7.00 pm at Wodonga, Bendigo and Melbourne on weekdays.  The Bendigo and Melbourne library buildings open as a study space between 7.00 pm and midnight.

Best wishes,

Kerryn Amery, Associate University Librarian - Information Services

 

Response

Hello,

Thank you for your feedback. I have a few questions.

What is the subject code for your class? Is your class every Thursday evening?  How many Wodonga students attend the class? What is the duration of your class - one hour?  Is your class recorded and available to be viewed at another time?  You have the option to answer these questions via feedback or by emailing me.  Alternatively, you can ring me on 94791928.

Best wishes,

Kerryn Amery, Associate University Librarian - Information Services

Response

Hello,

Thank you for your feedback.  I'm sorry that you had such a frustrating experience. 

There are 8 printers, 11 copiers and 2 MFDs located in the Melbourne Library.  These resources will be reviewed at the end of first semester to determine what needs to be replaced and to ascertain if we have the right mix of equipment.  I will ensure that your comments are considered as part of that review.  You may want to contribute additional information to the review.  You can do this by submitting feedback or by emailing me.

Library staff, who are usually in attendance in the Tech Zone on level one of the Library, are available to assist students with printing, copying and scanning.  The IT Student support service is managed by ICT.  I forwarded your feedback to her.  Unfortunately, the service was short staffed that day due to an unexpected absence.  She apologises for any inconvenience that you experienced.

Best wishes,

Kerryn Amery, Associate University Librarian - Information Services

 

The ICT Student Support service is not managed

Response

Hello,

Thank you for your feedback. The review of opening hours has ended.  The hours for semester one will be published on the Library website soon.  The Library team are considering extending opening hours during peak periods such as exams. 

Best wishes,

Kerryn Amery, Associate University Librarian - Information Services

Response

Hello,

Thank you for your feedback.  We plan to make an announcement re the 2014 opening hours within a week or so.

Best wishes,

Kerryn Amery, Associate University Librarian - Information Services

Response

Thank you for your feedback.  Our ICT staff are currently working on a solution so that we can once again offer guest access to a computer in the Library.  Unfortunately until a solution is found, we are unable to offer computer access, although there is still access to our other facilities.

Opening hours for the Albury-Wodonga campus are still under review for this year. I will certainly  forward your comments on to be considered with the other feedback received.

Regards,
Linda Sheridan
Campus Library Manager

Response

I think there may have been a misundertanding as visitors to the Albury-Wodonga library do have access to photocopy facilities.  Visitors to the Library are able to use the photocopier by purchasing a casual print card from the machine in the photocopy room. The copier in that room can also scan to a USB for you.  Please ask the desk staff for assistance.

Regards,
Linda Sheridan

Response

Hello,

Thank you for your feedback.  The Library is replacing the current library management software.  This includes the current library catalogue software.  The University has adopted a new system to manage reserve and reading lists.  The best place to access your readings is via your LMS subject page.  Alternatively, you can search for your readings by clicking on the reading lists link on the Library home page.

I have passed on your feedback re the reserve area catalogues to the manager responsible for this area.

Best wishes,

Kerryn Amery, Associate University Librarian - Information Services

Response

Thankyou for your feedback

The Library is still reviewing library hours across all campuses and continues to monitor library usage. At Bendigo we are currently opening the library for significanty extended hours compared to 2013 as result of student feedback.  We hope this will provide a much improved opportunity for students studying here.  The physical books can be borrowed using the self check machine and yes we are looking at installing an additional self check machine within the next couple of months to address issues such as hold shelf items. 

Jeanette Dazkiw Campus Library Manager

Response

Thankyou for your feedback

The Library continues to review opening hours and library services, providing library access for extended hours has been achieved at the Bendigo Campus and has been a result of feedback from students about what they saw as a need.  Your feedback regarding serviced hours will be considered as part of the ongoing review of opening hours.

Jeanette Dazkiw, Campus Library Manager

Response

Hello,

Thank you for your feedback.  Yes, the Library has a responsibility to keep assets such as books secure. Any unborrowed book will set off an alarm if the book is taken from the building.. When the service desk is staffed, Library staff are expected to respond to the alarm and check that books have been borrowed. When the service desk is not staffed, security staff on duty are trained by library staff to fulfil this function. At Melbourne, two guards are on duty after hours and are able to watch the exit doors and respond to any alarms. Our aim is to purchase electronic books where possible; this not only increases access to the books for students, but also removes the issue of books going missing.

Best wishes,

Kerryn Amery, Associate University Librarian - Information Services

Response

Hello,

Thank you for your feedback. In 2013, the Library commenced an internal service delivery review and a review of opening hours was part of this service delivery review. The review was conducted within the context of Future Ready, the University’s strategic vision and goals. The review included:
 

• consideration of current services. Were they relevant, still needed? How could they be improved? What services were no longer needed?
• identification of new services that would contribute to the University’s Learning and Teaching, and Research plans
• consideration of staffing resources required to deliver ongoing and new services
• trials of extended opening hours at Mildura - opening on Sunday afternoons and at Bendigo - opening until midnight Monday – Thursday during semester.
• analysis of student feedback and survey data to identify issues, themes and trends pertaining to customer service.
• analysis of statistics by hour, day, week and month – usage of services, number of queries, usage of library buildings and facililties

As a result of this analysis, new opening hours were proposed to ensure that we have opening hours which are consistent with demonstrated student demand. The Library has consulted a range of stakeholders across the campuses regarding the opening hours. These consultations have included the student unions at Wodonga, Bendigo and Melbourne. This week the University Librarian is meeting with representatives from the Melbourne Student Union to discuss their feedback and suggestions.

I encourage you to submit any comments that you would like considered as part of the review via the Feedback link on the Library website or by email to me.

Best wishes,
 

Kerryn Amery, Associate University Librarian - Information Services

Response

Hello,

Thank you for your feedback.  The Library is currently undertaking a review of opening hours. The building opening hours and service desk hours shown on the website are the interim opening hours for the first weeks of semester, 2014. Once the outcome of the review is finalised, we will publish opening hours for the remainder of the semester. 

Please note that during the review the Bundoora Library building is open from 7.00 am - midnight, Monday - Friday; that's seventeen hours per weekday. 

Best wishes,

Kerryn Amery, Associate University Librarian - Information Services

Response

Hello,

Thank you for your feedback.  The Library service desk is open 1.00 - 5.00 pm on Saturday and Sunday for the next two weeks while the Library is undertaking a review of opening hours. The hours shown on the Library's website are the interim opening hours for the first weeks of semester, 2014. Once the outcome of the review is finalised, we will publish opening hours for the remainder of the semester. The webpage for the opening hours provides the hours of the service desk.

Best wishes,

Kerryn Amery, Associate University Librarian - Information Services