Suggestion Box Comments and Responses

James A. Gibson Library




Suggestion Box Comments and Responses


March 28, 2013
 
COMMENT – The noise level of the fans (especially on the 6th floor) are very loud and makes it difficult to concentrate. Furthermore, the temperature is either much too warm or uncomfortably cold, so I’m not too sure what the purpose of the fans are anyway. Sounds like a tornado. 
 
RESPONSE - Thanks for writing. The air handling units on some floors are louder than on others.  Some users find it makes for good background white noise. You may want to relocate to another floor, or use ear plugs or head phones, which are all very popular among our occupants. The Schmon Tower is the oldest building on campus. There is over $95,000,000 in deferred maintenance and repairs that the University needs to address, so it is unlikely there will be any change to the climate controls in this building since they are operational. 
 
As for maintaining a comfortable temperature, it is recommended to dress in layers, particularly in the spring and fall months when it starts to warm up and cool down outside. -- Deb Kalvee, Associate University Librarian, Services & Facilities, dkalvee@brocku.ca
 
March 11, 2013

COMMENT - When I am on the library computers, they repeatedly freeze and block out due to a problem with the duplex driver and have, on more than one occasion, given me a blue screen of death and shut down. This is very disruptive and has caused me to lose work repeatedly.  

RESPONSE - Thank you very much for reporting this and I’m sorry this has caused you a problem. We depend on our users to report issues like this when they occur, and your detailed message (the first to report this problem happening) was used to identify the root cause of the problem.  We will be re-imaging our public PCs with the updated graphic card drivers, starting today. -- Jonathan Younker, Head, Library Systems and Technologies
 
January 31, 2013
COMMENT - If Brock insists on closing the Library at nights due to security reasons, then shut off the music in the market as other than a few tables in the fishbowl, there is virtually no quiet space to work after hours. Solution #2 would be not locking the Canadian Tire bridge until after the Library is closed, allowing students to transfer over there to quietly work/study. Tonight the doors were locked at 10:30 pm when I tried to go over there. Thank you. - A frustrated Brock student. 
 
RESPONSE - Thanks for taking the time to share your comments. I contacted the person who oversees the Guernsey Marketplace. Turning off the music will be incorporated into their closing procedures ASAP. I also forwarded your comment to Campus Security. Among other reasons, the architecture of this campus has made it challenging to improve access to study space and still keep folks, resources and buildings safe and secure. We recognize we still have more to do in this regard and we are actively working on it. -– Deb Kalvee, Associate University Librarian, Services & Facilities 
 
January 16, 2013

COMMENT - I saved my work on the computer because my X-drive was not appearing in the computer directory. According to a librarian, anything saved outside of the X-drive is automatically deleted. i worked on that assignment for 3 hours, and I've nothing to show for it. Of 6 out of 6 computers I've checked, my X-drive is unavailable. Fix the computers or at least inform us that ti will be deleted so we can make alternate arrangements.  

RESPONSE - Thanks for taking the time to report this incident to us. We were already aware of intermittent problems with the X: drives mapping in the Library/Learning Commons, and were trying to determine how widespread this was. We've since identified the problem, and corrected it. I sincerely apologize for any inconvenience this caused you. 

Reporting issues like this to the service desk staff at the time can be helpful; staff can alert Library Systems staff to help diagnose and fix problems, lend USB drives to save work, or offer tips or suggestions. -- Jonathan T. Younker, Head, Library Systems and Technologies

 

November 26, 2012

COMMENT - Would it be possible to add more elevators? At certain times of the day it gets so busy that I wait 5 minutes to get one. Also is it just me or has the library been getting hotter than normal? Please turn it down. Thanks. 
 
RESPONSE - Thank you for your comments. 
 
We recognize that transportation to the Library’s upper floors is problematic. Situating a library in a tower doesn’t work well, but this is what was built almost 50 years ago. We have had several discussions with Facilities Management about what can be done to improve this. As long as there are floors in the Schmon Tower that are occupied by non-library units, they will always need 2 of the 4 elevators. Fortunately, because these elevators are heavily used, if one does go down, elevator technicians respond quickly. Aside from the downtown project, no new buildings are currently slated to be built, so we don’t anticipate relocations. Elevator software that may slightly improve elevator efficiency is very expensive. So, I’m sorry to say that not much will change in the near future.
 
As for the temperature, now that it is getting much colder during the day and at night, you shouldn’t find it too warm. We recommend that you dress in layers to stay comfortable. -– Deb Kalvee, Associate University Librarian, Services & Facilities
 
November 23, 2012

COMMENT - Would someone please inform the librarians that their attitudes at the reserve desk make students feel like criminals for simply taking out a book or a laptop? Please start acting like you care about your jobs and the students at the school. 

RESPONSE - I'm sorry that you had a negative interaction with our staff. They take great pride when responding to requests. A reminder that we could do a better job is appreciated. Your comments have been communicated to all staff. Please contact me personally if you can think of ways for us to improve. Thanks for your feedback. -- Ian Gordon, Head, Circulation Services, igordon@brocku.ca. 

November 21, 2012

COMMENT - I love all the updates on the screen on the first floor of the Library! Thanks for keeping Brock students more informed. Happy holidays!

RESPONSE - Thanks so much for your compliment. We created about 40 notices as another way to communicate what services and resources are available to support you with your studies. We will have more to come. All the best with your exams. -- Deb Kalvee, Associate University Librarian, Services & Facilities

November 20, 2012

COMMENT - The lack of knowledge your staff has in internet connectivity problems is pathetic. Many students rely on the internet connection here on their personal computers, so why not educate your staff in how to address these issues (and calling IT once and say they can’t get through is not good enough).  Also does it have to be so damn hot in here all the time?!
 
RESPONSE - Sorry that you are frustrated with connectivity problems. Library Systems and Technologies staff are responsible for maintaining access to library resources and the desktop workstations in the Library. The wireless network is the responsibility of Information Technology Services. The Student Support Desk within the Computer Commons (The Fishbowl) in Scotiabank Hallway can address your network problem. You can also call them at ext. 3778 or 4677. 
 
As for the temperature, we are in the shoulder season where it is cold at night and warmer during the day. The University’s older HVAC system has only one mode this time of year – heating. Ontario legislation requires that the building’s internal temperature not fall below a certain threshold. Facilities Management adjusts for air flow, but that may not be enough. Given that it is unlikely we will agree on what constitutes comfortable, we recommend that building occupants dress in layers. -- Deb Kalvee, Associate University Librarian, Services & Facilities dkalvee@brocku.ca
  
November 12, 2012
COMMENT - Please improve the ventilation, air circulation of the graduate study room on the 6th floor. Thank you.
 
RESPONSE - HVAC staff within Facilities Management have been notified and will investigate. Thank you for bringing this to our attention. -- Deb Kalvee, Associate University Librarian, Services & Facilities
 

October 22, 2012

COMMENT - The self-check out machine never works. Please repair. 
 
RESPONSE - Thank you for your comment. We have checked out the machine and it is in good working order. It is almost never inoperative, although it sometimes can be a little finicky. For example, you have to put your Brock ID card slowly into the slot so that it can be read. Also, if you have never checked out a book before, your library account must be activated by staff first before you can use the self-check unit, or it may not work with some cards. 
 
Please feel free to contact staff at the Circulation Services staff if you encounter any problems.  -- Deb Kalvee, Associate University Librarian, Services and Facilities
 

October 18, 2012

COMMENT -- Turn down the heat PLEASE!
 
RESPONSE - Facilities Management staff were called over today and walked through the Library, checking the temperatures on each floor. Ontario regulations set a minimum temperature of 18 °C in buildings. Facilities Management recently switched the system over from cooling to heating now that it gets cold at night. Due to the type of system that is used here at Brock University, heating and cooling during the same cycle is not possible. So all they can do at this time is crank up the air flow as high as it can go. During this shoulder season, please consider dressing in layers to stay comfortable. -- Deb Kalvee, Associate University Librarian, Services & Facilities, dkalvee@brocku.ca
 

 

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