Feedback responses

Response

It is most regretful that you experienced this interaction with a member of the desk staff and for this I apologise on their behalf.
I will certainly speak to all the desk staff to ensure they are fully aware of the extended service we offer for the return of the Equity & Access key to the Library Security Guard after 7pm weekdays or 5pm Sat/Sun.  Regardless of this, however, desk staff, as you say, should treat all patrons with respect and courtesy. This message will also be conveyed to staff.
If you would like to talk to me about this incident please don't hesitate to call - my ext is 2950
 

Lea Beranek, Collection Delivery & facilities Manager.
 

Response

Hello,

Thank you for your feedback.  Your suggestion will be considered by the team responsible for the public computers located in the Library.

Best wishes,

Kerryn Amery, Associate University Librarian - Information Services

Response

Thankyou for Your Feedback

There were several other comments and feedback was posted on line

We apologise for the delay in responding but the there were issues hot water pumps for several days in the Northern section carpark end of the library however the rest of library appeared un affected.

We believe the plant has now been repaired

Andrew Learning Commons Team Leader

Response

Thank you for your feedback -

We are currently reviewing our library opening hours and will certainly take your feedback into consideration.

As of the beginning of second semester the library will be open until 12 midnight including the weekends.

Lea Beranek, Colleciton Delivery & facilities Manager

Response

Thankyou for your feedback

Apologies for time taken to respond

We will be unable to provide computers in these rooms they were designed to support students who would bring their own computers.

Andrew Learning Commons Team Leader

Response

Hello,

Thank you for your feedback and suggestion which will be considered when opening hours are next reviewed.

Best wishes,

Kerryn Amery, Associate University Librarian - Information Services

Response

Hi

Thanks for your eBooks questions and comments - and useful suggestions of other models to look at.

Unfortunately, the scholarly books we require for La Trobe University teaching, learning and research are normally not available on the platforms used by public libraries.

The Library staff are asking academic eBooks vendors to implement the kind of functionality our University users want and need. 

 

Best wishes

Eva

Eva Fisch

Collection Development Manager

Response

Hi

Thanks for telling us more about the way you access and use eBooks, and also when they are at their most frustrating.  It seems as if you take advantage of their convenience when possible e.g. etexts, but prefer reading a scholarly monograph in print.  We all agree that publishers and vendors have not gotten eBooks to work perfectly yet, but are still improving their functionality.  

EBooks are an expanding area of acquisition for the Library, which uses a number of methods and platforms to provide cost-effective, cross campus, multi-user access to high use titles. As you mention we also have the BONUS system to provide access to an extra 7,953,723 print items. While eBooks form an important part of the collection, print versions are also acquired depending on the expected use and requirements of library users. 

Regards,

Eva

Eva Fisch

Collection Development Manager

Response

Hi there

I am sorry you do not like to use ebooks.  Our library, similar to libraries worldwide, are investing in electronic versions of titles for many reasons.  They support our cross campus system in a sustainable manner.  They are available 24X7. They are a boon for students who live far from the University or study remotely.  They can be embedded into teaching and learning systems.

Is there any chance you could email back with your reasons why ebooks are difficult - and what problems you were encountering - which titles were terrible -- and what course related books you are after?
Ebooks are not perfect.  If you tell us  more about the issues you are having, we can supply useful feedback to the vendors and improve into the future.

Best wishes

Eva

Eva Fisch, Collection Development Manager

Response

Hi

Thanks for your comments about the Library's video collection - and the replacement of VHS and UMATIC with DVDs.  This is a good idea and one that the Library has been working on for the past 18 months!

Early in 2013 a Library project began to review the AV collection, and convert high use titles to DVDs or streaming format ( eg many have been acquired via Kanopy or VEA) .   The sound recordings, UMATICS and VHS have been the focus the work.  Approximately 40-50% of the titles have been able to be replaced in DVD or streamed format.  The University Discard Policy has guided the workflow for weeding of the rest of the materials.   The progress so far has been as follows: 

  • Sound recordings – spoken word - 744 titles weeded/replaced
  • Umatics – 859 titles weeded/replaced
  • VHS  - 6000 titles weeded /replaced
     

As you can see we are making great progress, but there is still quite a lot of work to complete the project. 

If there are any titles you are particularly after in DVD or streamed format please request them at:

http://www.latrobe.edu.au/library/contact-us/suggest-an-item

 

Best wishes

Eva

 

Eba Fisch

Collection Development Manager

 

Response

Thankyou for your feedback

The IE version is selected by ICT and has to be tested with all the main applications that includes LMS, library management system and compatability with our Ebook and Journal web site providers.

I will forward you request to ICT for consideration of your request..

Andrew

Learning Commons Team Leader

Response

Hi there

It is great to hear that you will be working on a masters next year - good luck!  What subject area?

Library access to the Wiley set of journals is awaiting a license for some software and its installation - a technical fix - which we hope will happen sometime in second semester. 

We do not have the budget approval to proceed with Alumni access to our Proquest databases in this cycle, but will reconsider for next year.

Can you tell us which specific titles you are after - or your specific research interest?  This may allow us to suggest alternative means of obtaining access to your titles.

 

Best wishes

Eva

 

Eva Fisch, Collection Development Manager

 

 

Response

Hello

Please see the link provided below (please note that information about library opening hours is available on the Library web page)

http://www.latrobe.edu.au/library/facilities/opening-hours?action=melbourne

Response

Thankyou for your feedback

I agree that the room should not be left in this state and we will try to do better in the future.

Users of the rooms should take responsibilty for their  rubbish and recycling and remove from the study space it is in the agreement for use of the space.

The library will clean up accidental spillage if we are contacted.

Give details room number or the desk number etc and we will attend to it as soon as we can.

Andrew _ Learning Commons Team Leader

 

 

Response

Thankyou for your feedback

I agree that rubbish left in the booths is unacceptable and in conditions of use statements booth and any user of the library are required to remove rubbish from the workspace, and also obliged to consider the rubbish and recycle.

I apologise that you have found the study booths in this state and we will try to do better in the future

I beleive that there are adequate bins located within the library and you should not be more than a few steps from a bin.

All bins are clearly labelled with

RED rubbish label this is for rubbish including any containers which may have food including coffee cups (coffee cups are not recyclable)

YELLOW is recyclable materials, empty drink bottles and milk cartons clean containers without food remnants, also paper and clean cardboard. All other material is rubbish.

Level 3

There are 12 double 120litre bins on level 3 some located on way to stairs and exits in travel paths.

Level 2

There are 8 double 120 litre bins on level 2 along with 6 240 litre bins located in wooden cabinets at the end of the group study spaces.

We have added 2 additional 240 litre bins on the exit path to the stairs for weekend and evening pizza eaters so that the boxes are not left on top of the empty bins.

Level 1

There are 6 120 litre double bins on level 1 along with 2 120 litre bins near writers block.

There are 8 240 litre bins in the timber cabinets at the end of each group study space.

The rubbish bins are emptied twice per day and if the bins are full they are emptied in the middle of the day.

It is prefered that the bins be paced in areas so that the stale food smell is not located in areas where people study so we have confined their location to travel paths and in accessible locations this also asists the cleaners to empty efficiently and quickly.

There are no bins placed in the study rooms as the rooms are in constant use and the smell of stale coffee and food would not be acceptable.

The main study rooms do however have bins located a short distance from the entrance.

Andrew, Learning Commons Team Leader
 

Response

Thankyou for your feedback

I beleive that there are adequate bins located within the library and you should not be more than a few steps from a bin.

All bins are clearly labelled with

RED rubbish label this is for rubbish including any containers which may have food including coffee cups (coffee cups are not recyclable)

YELLOW is recyclable materials, empty drink bottles and milk cartons clean containers without food remnants, also paper and clean cardboard. All other material is rubbish.

Level 3

There are 12 double 120litre  bins on level 3  some located on way to stairs and exits in travel paths.

Level 2

There are 8 double 120 litre bins on level 2 along with 6 240 litre bins located in wooden cabinets at the end of the group study spaces.

We have added 2 additional 240 litre bins on the exit path to the stairs for weekend and evening pizza eaters so that the boxes are not left on top of the empty bins.

Level 1

There are 6 120 litre double bins on level 1 along with 2 120 litre bins near writers block.

There are 8 240 litre bins in the timber cabinets at the end of each group study space.

The rubbish bins are emptied twice per day and if the bins are full they are emptied in the middle of the day.

It is prefered that the bins be paced in areas so that the stale food smell is not located in areas where people study so we have confined their location to travel paths and in accessible locations this also asists the cleaners to empty efficiently and quickly.

There are no bins placed in the study rooms as the rooms are in constant use and the smell of stale coffee and food would not be acceptable.

The main study rooms do however have bins located a short distance from the entrance.

  Andrew, Learning Commons Team Leader

Response

Thankyou for the feedback.

We currently arrange for keyboard mouse and screen clean completely evey 6 months, if in the meantime please report your concerns quoting the desk number.

The desks on level 1 and 2 number should be located on a black sticker located on the vertical panel behind the computer on left hand side. On level 3 the desk number is on a green card to the left of the computer.

Andrew Learning Commons Team Leader

Response

Thank you for your feedback - as you suggest, this issue is rather complicated so it would be best if I could speak to you directly.   

 My number is 9479 2950

Lea Beranek, Collection Delivery & Facilities Manager

Response

Thank you for your feedback. All points that you have made have been noted and we are working towards a resolve. We find that this time of year is extremely busy in the library therefore the problems that you have outlined become more pronounced.

Lea Beranek, Collection Delivery & Facilities Manager

 

 

Response

Dear Shailendra

Library membership is FREE for all graduates of La Trobe University (Alumni). Membership will allow you to borrow most items from the campus libraries as well as access a variety of full text databases.

We cannot provide access to some online databases, journals and ebooks outside the library due to publisher restrictions, but you can access many of these resources at a campus library by using the guest computers.

see:  http://www.latrobe.edu.au/library/borrowing-and-ebooks/join-the-library?accordion=alumni

click on this link to find out what you CAN access from home/ off campus as an Alumni member : http://www.lib.latrobe.edu.au/databases/alumni

Hope this helps to clarify your entitlements.

 

Good luck and best wishes

Eva Fisch

Collection Development Manager

 

 

 

 

Response

Thankyou for your feedback

All the computers in that room are less than 3 years old regardless of the format.

Whilst I agree there are limited resources in that space there are very few times when all the machines are in use.

Please can you advise your colleagues not to leave their work on the benches with the computer they are a shared resource and when not in use should be made available to others.

We will check out the problem with the broken machine.

Response

Hello,

Thank you for your feedback and for alerting the library about the state of the Bundoora library building on the Queen's Birthday holiday.  I am disappointed that you had such an experience, particularly as we had arranged for additional cleaning on that day.  We had cleaners working throughout the morning and the afternoon that day.  Evidently, that wasn't enough.  The building team leader met with the cleaners yesterday and discussed some of the issues and problems that arose on Monday and to identify strategies for ensuring that the problems that you describe don't happen again.  The feminine hygiene bins are provided by an outside company and they don't work on public holidays.  Spare bins had already been distributed through the women's toilets prior to the weekend.  This shortfall will be discussed with the company. 

I apologise for the inadequate levels of cleaning on Monday and thank you for taking the time to share your experiences. 

In your feedback you state that the Library is only staffed from 9.00 am - 5.00 am.  This is incorrect. The Library's help desk is staffed from 8.30 am - 7.00 pm Monday - Friday and 1.00 - 5.00 pm on weekends and public holidays.

I'm sad to read that the library is no longer your safe haven.  I would like to find out more about your concerns, perhaps over a cup of tea or coffee.  Please contact me if you would like to meet.

Best wishes,

Kerryn Amery, Associate University Librarian - Information Services

Response

Thank you for drawing my attention to this. I will log a job immediately to have it fixed.

Regards,
Linda Sheridan
Campus Library Manager

Response

Thank you for your feedback - we apologise for this inconvenience

I have alerted Library staff to comment.

Lea Beranek, Collection Delivery & Facilities Manager

Response

Thankyou for your feedback

The express computers are exactly that they are not meant for working at.

There are 2 seating express workstations which are priority use for students with access dificulties, but can be used by all students.

There are no plans at this stage to provide addtional seated express workstations.

We have also been advised by some students that standing is the new healthy way to work and proevious requests have been made for standing zones for students to use their laptops, these have now been made available on all levels.

I have walked around on level 1 and there are often computers available in level 1 in Zone C collaborative classroom, there is also seated computers in Zone D and F with adjustable desks.

You may like to make use of the find a computer App available on both Iphone and Android phone from the App store and Google play and coming soon the WEB version will be avialble.

Thanyou for this request we will consider this in future developments within this area.