Feedback responses

Response

Dear Jacqui

'Full text available' indicates there is an electronic copy of the text available from the View Online link. However with the large numbers of publishers and articles contributing to the La Trobe collection, there will always be a number of links that are incorrect. We fix these as they come to our attention and it can take some time, depending on the reason why access has been lost. In the example you give, the library does not have that item but the record for the book was incorrectly retained by the system.

The 'Get It' tab is the link to the interlibrary loan request form. The library will obtain the material from another source if the item is not available at La Trobe.

If you are not able to find the resources you need, please do contact us for help using the options available on the contacts page http://www.latrobe.edu.au/library/contact-us . If you are using a form we will need information about the specific items you are looking for.

regards

Charlotte Clements
Manager, Collections and Access

Response

Dear Dr O'Reilly

Thank you for query and thoughts regarding the link to Amazon on the library page. I apologise for my delay in responding to your query.

The link to Amazon UK in the reading list area is provided to assist teaching staff in acquiring new materials for courses. As you have noted, pressing the button allows downloading of the information about the title directly from the Amazon site. Purchasing is completed through the library service and materials are sourced from vendors we have agreements with. The same service from WorldCat is under investigation by the library and we plan to replace the Amazon link in due course.

regards

Charlotte Clements
Manager, Collections and Access
La Trobe University Library

Response

Thanks for your feedback.

I'm glad to hear you experienced good service at the help desk.  I'll be sure to pass this on to our staff member.

Kind regards - Ian Rossiter
Senior Coordinator, Co-Curricular Services

Response

Thank you for your feedback.  The lack of appropriate cleanliness is a concern and I will report this directly to the appropriate supervisor. Excessive noise, particularly in the silent area, also makes studying difficult so please report this to the security guard or a library staff member when it occurs so that immediate action can be taken. 

Linda Sheridan
Manager: Partnerships and Campuses

Response

The AW opening hours are under consideration at the moment, so your feedback is very timely.  We currently have extended opening hours for the exam period, opening until 9pm on Mondays - Thursdays and opening from 11am - 5pm on Saturdays and Sundays. Hopefully the Library will be well used in these times as the data gathered will help to inform the decision about further extension of opening hours.

Regards,
Linda Sheridan
Manager: Partnerships & Campuses

Response

Thank you for your feedback regarding Bonus+.

The Bonus+ service could not continue due to its incompatibility with the Library system. We recognise the value Bonus+ offered and we continue to provide access to needed resources not held at La Trobe University Library by:

• providing you with copies and loans from other libraries via the Interlending and Document Delivery Service

• adding more copies of high use materials already held in the collection or where possible e-versions, and
• encouraging you to suggest items for the Library to purchase
 

 

Response

Thank you for your feedback and very pleased to hear that you enjoy that facility.  We have no plans at present to install an additional boiling water tap in the Library but I will certainly pass on your suggestion.

Linda Sheridan
Manager: Partnerships & Campuses

 

Response

Hi, many thanks, I will follow up with our technical support people and have this rectified.

Response

Hi, the full title of this service is Interlending and Document Delivery, but unfortunately we are constrained by space on the website.  I also notice that it has been dropped off at the main page, so I will send a message to our web team to fix. this.  However once you are aware of the service, please use this service to request books from other libraries, if we do not have the book in any of the La Trobe library collections.  If the book you require is at another campus, you can request online by logging in to your Library account, then searching for the item.  regards Sharon

Response

Thank you for your suggestion. The library does provide standing height desks or desks that can be adjusted to standing height on each floor. Please see the directories under the 'i' on each floor to identify where they are.  I will pass on your suggestion about the possibility of locating one in the post-graduate area.

Linda Sheridan
Manager: Partnerships and Campuses

Response

Hi Andrew,

Thank you for this feedback. There has not been any change in relation to our newspapers. Unfortunately we did have a supply issue recently which has now been resolved.

Regards

Arlene O'Sullivan

Acting Manager Collections and Access

 

 

Response

The classification system used by La Trobe Library, the Dewy Decimal system, is one of the 2 used in the English speaking world. Many of our items are catalogued by other libraries before we get them and the numbers are applied by them. While it is true that some of our numbers are quite long, this allows us to group works with quite specific topics together on the shelf. Also, if we only used short numbers, many more works would be at the same number, which would also make them difficult to find.

The problem of books not being where they should be is a problem shared by all libraries that allow people access to the shelves. Books can be moved to other locations and assigning them shorter numbers unfortunately will not resolve this issue.
 

Response

Thank you for your feedback. I will follow this up to see what the current settings are for the airconditioning at Bendigo.

Linda Sheridan
Manager: Partnerships and Campuses

 

Response

Thanks for your feedback. The Library does do its best to support students and meet their needs. We are well aware of the limitations of the interlibrary loans system.  The Library will be reviewing the interlibrary loans process this year, with the goal of improving service levels and information sent to users who have requested items.

Regards, Simon Huggard.
Deputy Director, Research and Collections.

Response

Thank you for your feedback.  I am sorry that this has been your experience as a 'silent study area' should be quiet.  I will alert the staff at Bendigo that there may be an issue in that area and will forward on your suggestion about some form of online monitoring to track noise levels.

Regards,
Linda Sheridan
Manager: Partnerships and Campuses

 

Response

Hi Michele, I have escalated this problem to our Deputy Director, who has sent an urgent email to the software vendor.  I will contact you as soon as I hear anything, but will keep checking until this is resolved.  regards and sincere apologies, Sharon

Response

Hi Millie,

Ww are working hard on making changes to make exams easier to find - but there are some which are unavailable.

Most are able to be found though. If you search for "La Trobe University examination paper" and then limit to books, you'll see them all. You can search for your subject and add La Trobe University examination paper to see if you can find it.

We are aiming to have all exam paper made available within the next week or so.

I hope this helps.

Regards,
 

Arlene O'Sullivan

Acting Manager Collections and Access

Response

Hi, thank you for the feedback.  Apologies for the wait, if there are students waiting, there are always backup staff, and usually a minimum of two staff rostered on to the Library pods.  Possibly  one of the staff was engaged in a longer query in the back office, hence the shortage of staff in the help zone.  If you are waiting for this long in the future, please advise one of the ASK La Trobe attendants to ring the office to ask for extra help.  

Regarding the new Library system, there are self help videos that will improve your search experience:

http://www.latrobe.edu.au/news/announcements/2015/new-library-search   

Response

Hi Ahmed, students do have access to Turnitin via the University website.  If you are having problems using the system, you can ask for help with the Peer Learning Advisors either in the Library or the Student Hub.

Response

Hi there. we are working hard on making changes to make exams easier to find - but there are some which are unavailable.

Most are able to be found though. If you search for "La Trobe University examination paper" and then limit to books, you'll see them all. You can search for your subject and add La Trobe University examination paper to see if you can find it.

I hope this helps.

Regards, Simon Huggard.
Deputy Director, Research and Collections


 

Response

Hi Fiona, the new library management system does not permit the hold function for reserve items. Students can still borrow reserve books for three hours, and depending on the subject and number of students enrolled, there should be ample copies available.

The Reading List system should have online access to all prescribed readings, however if a student finds there are not enough copies, or a prescribed reading is not easily available, they should immediately notify staff in the Help Zone, to rectify quickly.

regards Sharon

Response

Dear Toan, sorry you are having problems with the new Library Search.  To find the full text of an article, you need to select 'View Online' to navigate to the full text of the article.

Another way to find full text articles is to use the Proquest database.  From the Library home page, select 'Databases' then 'P' then 'Proquest Central'.  you can then use keywords for searching your topic, and the pdf of the article is attached to the search result

If you are still having problem, library staff in the ASK La Trobe help zone will be able to help you with the searching.  regards Sharon

Response

Hi, thank you for the feedback.  If there are problems with inappropriate use of computers or other complaints, you can either report this via the Live Chat or the Help Zone, and ask for the security guard to patrol on level three. 

Response

Thanks for your feedback. We are working on fixing of links to resources to ensure they all work properly. Hopefully this is working for you now.

If you are able to report a problem with a specific title, this can then be investigated in detail. The report form is at:

http://www.latrobe.edu.au/library/contact-us/request-forms/report-online-resource-problems

Help with using the system is available at:

 

 

http://www.latrobe.edu.au/library/assignment-thesis-support/search-tools


Regards,


Simon Huggard
Deputy Director, Research and Collections

Response

Thankyou for your feedback

Please ensure your devices are checked regularly.

All circuits in the library have annual checks

 Faulty devices can trip the overload protection circuit.

Andrew

Library Facilities Coordinator