Brighton _ Hove Libraries

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					                                                        Brighton & Hove Libraries
                                                      Comments Apr 2009 - Jun 2009
No.    Dated        Date/       Name                Nature of Comment                      Dealt with by        Date                     Outcome
                   Library                                                                                     Replied
                  Received
1.    20/03/09   Mobile      Ms Lambrick       Thinks the mobile library service is                                        None attached
                                                excellent.
                                               Would like to see a better system for
                                                date-stamping the books – the loose
                                                piece of paper inside the book is easily
                                                lost
2.    00/04/09   Hove        Not provided      The writer is Polish and would like to     Rachel Whitbread                 No reply required
                                                see some Polish books in the library
3.    00/04/09   Hove        Mr Smith          Spoke to member of staff about his         Rachel Whitbread   28/05/09      Wrote apologising for the discomfort
                                                condition of hyperacusis being affected                                      he experiences but explaining that we
                                                by the security system going off –                                           were unable to turn off the alarm for
                                                wanted to know if there was anything                                         security reasons and that currently
                                                that could be done about it                                                  funding wouldn‟t allow for a new
                                                                                                                             system.
                                                                                                                            Highlighted a number of times during
                                                                                                                             the week when the library is usually at
                                                                                                                             its quietest may prove more
                                                                                                                             comfortable.
                                                                                                                            Alternatively suggests foam ear plugs or
                                                                                                                             visiting one of the community libraries
                                                                                                                             that do not have alarm systems, such as
                                                                                                                             Portslade.
4.    01/04/09   Jubilee     Mrs Hacker        Would like to say a big thank you to                                        No reply required
                                                the staff who assisted her – still 100%
                                                perfection
5.    03/04/09   Hove        Mr Berg           Would like to have drinking water          Rachel Whitbread   09/04/09      Wrote thanking him for comments
                                                facilities in the library                                                    apologising for the lack of drinking
                                               Would like to see a bus stop outside                                         water facilities at Hove. Will pass on
                                                the library as there only seems to be                                        comments to my manager for
                                                the one going from Palmeira Square                                           consideration.
                                                                                                                            Regarding the bus stop situation – will
                                                                                                                             pass on your concern to my manager to

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                                                                                                                        see if he can look into this matter
                                                                                                                        further about the possibility of
                                                                                                                        requesting a stop outside
6.   07/04/09   Jubilee   Ms Landauer      Loves the library and deeply               Stephanie Green   15/06/09      Wrote thanking her for her comments.
                                            appreciates the work that goes into it                                      Agree with you about the need for
                                           Finds it unnecessarily difficult to find                                    more computer catalogues for public
                                            things, especially the catalogues                                           use and also your suggestion regarding
                                           Need more computer stations and                                             the need for better guiding to the
                                            better placed                                                               catalogues or siting them in a more
                                           Would like to see less space and more                                       prominent position.
                                            books                                                                      There are several major changes taking
                                                                                                                        place on the Ground Floor this month
                                                                                                                        and I will pass your request on
                                                                                                                        regarding the guiding to and positioning
                                                                                                                        of these catalogues. The guides to the
                                                                                                                        layout will be produced and should be
                                                                                                                        available soon after the changes are
                                                                                                                        complete. There is already a guide to
                                                                                                                        the layout of the Upper Floor situated
                                                                                                                        on the front of the Enquiry Desk and
                                                                                                                        you may find it helpful. I will relay your
                                                                                                                        suggestions to the Information and
                                                                                                                        Learning Manager in case it becomes
                                                                                                                        possible in the future to increase the
                                                                                                                        number of public catalogues available on
                                                                                                                        that floor.
                                                                                                                       The amount of stock on our shelves at
                                                                                                                        any one time varies considerably,
                                                                                                                        depending on how much is on loan but
                                                                                                                        we are constantly reviewing how we
                                                                                                                        might accommodate more. The space
                                                                                                                        allocated between the shelves may
                                                                                                                        appear to be over generous but we do
                                                                                                                        have to comply with the Disability
                                                                                                                        Discrimination Act and this means
                                                                                                                        leaving plenty of room for wheelchair
                                                                                                                        access. The design of the building is
                                                                                                                        intended to give a spacious feel to it but
                                                                                                                        this does tend to dwarf the bookshelves
                                                                                                                        a little bit and people sometimes get the
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                                                                                                                        overall impression that we have less
                                                                                                                        stock than is actually the case and are
                                                                                                                        surprised to learn what we have now
                                                                                                                        exceeds what we had in the old library.
7.   07/04/09   Portslade   Mr Keates        Feels that the steps inside the library    Louise Sugden   16/04/09      Wrote thanking him for comments
                                              are more dangerous than the alternate                                     regarding the closure of the front
                                              ones outside – he has already tripped                                     entrance of Portslade Library.
                                              twice on the ones outside.                                               Following several incidents a serious
                                                                                                                        problem was highlighted and we had no
                                                                                                                        choice but to close the main entrance.
                                                                                                                        Quotes have been obtained and various
                                                                                                                        options are now being considered and
                                                                                                                        we are hopeful that remedial action will
                                                                                                                        be taken shortly.
                                                                                                                       I agree that the situation is far from
                                                                                                                        ideal but the steps and slope at the rear
                                                                                                                        of the library are currently the only
                                                                                                                        entrance we are able to provide and are
                                                                                                                        safe and suitable for the purpose.
                                                                                                                        However I am sorry to hear that you
                                                                                                                        have tripped outside and hope this will
                                                                                                                        not deter you from visiting the library
                                                                                                                        until a satisfactory solution is reached
                                                                                                                        which we all hope will be sooner rather
                                                                                                                        than later.
8.   08/04/09   Portslade   Ms Williams      Was hurt by the comments about             Louise Sugden   16/04/09      Wrote thanking her for her positive
                                              Portslade Library [in the Argus] – the                                    comments which have been passed on
                                              staff are very kind and happy to get                                      and are much appreciated.
                                              any book in you want. As for the                                         Following several incidents a serious
                                              library closing at lunchtime – it always                                  problem was highlighted and we had no
                                              has done.                                                                 choice but to close the main entrance.
                                             Would like the front entrance to be                                       Quotes have been obtained and various
                                              re-opened as find it difficult to walk                                    options are now being considered and
                                              down the hill – put up a sign saying “at                                  we are hopeful that remedial action will
                                              your own risk”.                                                           be taken shortly.
                                             Also why have the parking spaces gone                                    I agree that the situation is far from
                                              down this week.                                                           ideal but the steps and slope at the rear
                                                                                                                        of the library are currently the only
                                                                                                                        entrance we are able to provide and are
                                                                                                                        safe and suitable for the purpose. We
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                                                                                                                          hope that you will continue to visit the
                                                                                                                          library until a satisfactory solution is
                                                                                                                          reached which we all hope will be
                                                                                                                          sooner rather than later.
                                                                                                                         Regarding the parking – we are still in
                                                                                                                          discussion with the surgery but it does
                                                                                                                          appear that the extra parking space may
                                                                                                                          not have been ours in the first place.
9.    11/04/09   Hove      Mr Hawtree       Would like Hove Library to renew its     Rachel Whitbread    16/04/09       Wrote thanking him for comments.
                                             subscription to Poetry Review.                                              Have passed your comments on to
                                            The poetry shelves in Hove could also                                        colleague, Jane Cox, who deals with the
                                             be usefully expanded e.g. Elizabeth                                          purchase of non-fiction and
                                             Bishop, Wallace Stevens, Amy                                                 subscriptions for the library service who
                                             Clampitt, Allen Ginsberg.                                                    will respond to your query as soon as
                                                                                                                          possible with a suitable resolution to
                                                                                                                          the issue.
10.   11/04/09   Hove      Mr Hawtree       Would like Hove Library to renew its     Jane Cox            30/04/09       Wrote thanking him for comment.
                                             subscription to Poetry Review.           (comment form                      Think it is a good idea to have a trial
                                            The poetry shelves in Hove could also    11 passed on from                   subscription for “The Poetry Review” at
                                             be usefully expanded e.g. Elizabeth      Rachel                              Hove for a year and have set one up
                                             Bishop, Wallace Stevens, Amy             Whitbread)                          today.
                                             Clampitt, Allen Ginsberg.                                                   I have only fairly recently started to
                                                                                                                          purchase for Hove in addition to the
                                                                                                                          Jubilee library and have not yet revised
                                                                                                                          all of the subjects at this library.
                                                                                                                         Thank you for your suggestions of poets
                                                                                                                          – I have transferred some duplicates of
                                                                                                                          Stevens and Bishop from Jubilee to
                                                                                                                          Hove today and have also ordered
                                                                                                                          collected works of Amy Clampitt and
                                                                                                                          Allen Ginsberg.
11.   14/04/09   Jubilee   Ms K Savany      Would like to have air-conditioning or   Nigel Imi           Not dated      Wrote thanking her for comments.
                                             an open window in the IT room as it                                          The building is designed to take in fresh
                                             gets smelly, hot and stuffy.                                                 air and circulate it around but as the IT
                                                                                                                          suite is semi-enclosed and wasn‟t
                                                                                                                          originally planned to have such a high
                                                                                                                          number of PCs and people it can result
                                                                                                                          in problems in that area. Currently we
                                                                                                                          are getting quotations for an additional

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                                                                                                                        air conditioning system to be installed in
                                                                                                                        the area and will proceed as soon as the
                                                                                                                        financing is agreed.
12.   14/04/09   Portslade   Mr Botting      Understands that someone fell on the       Louise Sugden   16/04/09      Wrote thanking him for lovely
                                              steps inside but thinks the outside                                       comments regarding Portslade which
                                              steps are far more dangerous and if                                       have been passed on and are much
                                              someone fell they would do so                                             appreciated.
                                              without anyone knowing.                                                  Following several incidents a serious
                                             Thinks it is a lovely, friendly library.                                  problem was highlighted and we had no
                                             Could do with a coffee machine.                                           choice but to close the main entrance.
                                                                                                                        Quotes have been obtained and various
                                                                                                                        options are now being considered and
                                                                                                                        we are hopeful that remedial action will
                                                                                                                        be taken shortly.
                                                                                                                       I agree that the situation is far from
                                                                                                                        ideal but the steps and slope at the rear
                                                                                                                        of the library are currently the only
                                                                                                                        entrance we are able to provide and are
                                                                                                                        safe and suitable for the purpose. We
                                                                                                                        hope that you will continue to visit the
                                                                                                                        library until a satisfactory solution is
                                                                                                                        reached which we all hope will be
                                                                                                                        sooner rather than later.
                                                                                                                       Regarding your suggestion of a coffee
                                                                                                                        machine the library service is currently
                                                                                                                        looking at ways of providing
                                                                                                                        refreshments in Community Libraries
                                                                                                                        and it is something we are very keen to
                                                                                                                        introduce.
13.   15/04/09   Portslade   Mrs Pratt       Was upset to read comments in the          Louise Sugden   16/04/09      Wrote thanking him for lovely
                                              Argus, the staff have always been very                                    comments regarding Portslade which
                                              polite, pleasant and go out of their way                                  have been passed on and are much
                                              to get any books I have requested.                                        appreciated.
                                             Only complaint is the fact we have to                                    Following several incidents a serious
                                              go down round the back which in my                                        problem was highlighted and we had no
                                              mind is more dangerous.                                                   choice but to close the main entrance.
                                                                                                                        Quotes have been obtained and various
                                                                                                                        options are now being considered and
                                                                                                                        we are hopeful that remedial action will
                                                                                                                        be taken shortly.
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                                                                                                                       I agree that the situation is far from
                                                                                                                        ideal but the steps and slope at the rear
                                                                                                                        of the library are currently the only
                                                                                                                        entrance we are able to provide and are
                                                                                                                        safe and suitable for the purpose. We
                                                                                                                        hope that you will continue to visit the
                                                                                                                        library until a satisfactory solution is
                                                                                                                        reached which we all hope will be
                                                                                                                        sooner rather than later.
14.   15/04/09   Portslade   Mr Povey      Nothing but praise for Portslade             Louise Sugden   17/04/09      Wrote thanking him for lovely
                                            library which has an adequate stock of                                      comments regarding Portslade which
                                            books and material covering a wide                                          have been passed on and are much
                                            range of interests. When books are                                          appreciated.
                                            not available the staff who are very                                       Following several incidents a serious
                                            personable, helpful, knowledgeable will                                     problem was highlighted and we had no
                                            order them in promptly. There is                                            choice but to close the main entrance.
                                            never any shortage of helpful                                               Quotes have been obtained and various
                                            assistance in using computers or                                            options are now being considered and
                                            indexes.                                                                    we are hopeful that remedial action will
                                           Would like to see the front entrance                                        be taken shortly.
                                            back in use – the rear provides no                                         I agree that the situation is far from
                                            shelter and staff would not be able to                                      ideal but the steps and slope at the rear
                                            see if someone were to fall there on                                        of the library are currently the only
                                            what I consider to be more dangerous                                        entrance we are able to provide and are
                                            steps.                                                                      safe and suitable for the purpose. We
                                                                                                                        hope that you will continue to visit the
                                                                                                                        library until a satisfactory solution is
                                                                                                                        reached which we all hope will be
                                                                                                                        sooner rather than later.
15.   15/04/09   Portslade   Mr King       Wants to say that Portslade                  Louise Sugden   16/04/09      Wrote thanking him for lovely
                                            Community Library offers excellent                                          comments regarding Portslade which
                                            service – staff are always very helpful                                     have been passed on and are much
                                            and informative, the up to date stock                                       appreciated.
                                            of books are imaginatively and                                             Regarding your suggestion of a coffee
                                            attractively arranged inviting people to                                    machine the library service is currently
                                            read them. The environment is cosy                                          looking at ways of providing
                                            and welcoming, it accommodates                                              refreshments in Community Libraries
                                            special interest groups, is considerate                                     and it is something we are very keen to
                                            to all age groups, and its staff is always                                  introduce.
                                            doing its best to improve the service.
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                                            Would like to have a coffee machine                                     Unfortunately there are not the
                                            Can the library remain open                                              resources available to keep Community
                                             throughout the lunch hour and have                                       libraries open over lunch times although
                                             more manpower to prevent it from                                         in an ideal world this would happen,
                                             closing early.                                                           Portslade does have quite extensive
                                                                                                                      opening hours and I hope you will
                                                                                                                      continue to visit and enjoy the library.
16.   17/04/09   Jubilee   Ms Gilroy        Always use PC35 – found it to be very   Stephanie Green   21/04/09      Wrote thanking her for comments.
                                             slow, especially when using Hotmail.                                    Have been in touch with or ICT
                                                                                                                      support – apparently there are many
                                                                                                                      factors affecting the speed of response
                                                                                                                      of websites and many of these are
                                                                                                                      beyond our control. I am assured they
                                                                                                                      will look at this PC and try to resolve
                                                                                                                      any problems found, since their
                                                                                                                      intention is to give users the best
                                                                                                                      possible experience when using the IT.
17.   21/04/09   Hove      Mr Hawtree       Would like Hove to add The New          Jane Cox          24/04/09      Wrote thanking him for comment.
                                             Yorker to its magazines.                                                The New Yorker does look a very
                                                                                                                      worthy periodical with its coverage of
                                                                                                                      literary reviews and inclusion of short
                                                                                                                      stories. However we do have limited
                                                                                                                      funds and we already hold “The London
                                                                                                                      Review of Books” and “The Times
                                                                                                                      Literary Supplement”. I have checked
                                                                                                                      SUSPER (Sussex Periodicals Search) and
                                                                                                                      the title is available at the University of
                                                                                                                      Sussex and enclose details should you
                                                                                                                      wish to look at it there.
18.   21/04/09   Jubilee   Ms Pargeter      Using computer as Silver Surfer –       Nigel Imi         28/04/09      Wrote thanking her for comment.
                                             found the air in the room to be stale                                   The building is designed to take in fresh
                                             and smelly                                                               air and circulate it around but as the IT
                                                                                                                      suite is semi-enclosed and wasn‟t
                                                                                                                      originally planned to have such a high
                                                                                                                      number of PCs and people it can result
                                                                                                                      in problems in that area. Currently we
                                                                                                                      are getting quotations for an additional
                                                                                                                      air conditioning system to be installed in
                                                                                                                      the area and will proceed as soon as the

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                                                                                                                 financing is agreed.
19.   21/04/09   Jubilee   Ms Gilroy       Frequently uses the computers but has    Nigel Imi   28/04/09       Wrote thanking her for comment.
                                            found the lack of air and the heat                                  The building is designed to take in fresh
                                            generated unbearable – can the flow of                               air and circulate it around but as the IT
                                            air be improved.                                                     suite is semi-enclosed and wasn‟t
                                                                                                                 originally planned to have such a high
                                                                                                                 number of PCs and people it can result
                                                                                                                 in problems in that area. Currently we
                                                                                                                 are getting quotations for an additional
                                                                                                                 air conditioning system to be installed in
                                                                                                                 the area and will proceed as soon as the
                                                                                                                 financing is agreed.
20.   27/04/09   Jubilee   Ms Barnett      I recently asked for the print           Nigel Imi   Not dated      Wrote thanking her for comments.
                                            magnification reader to be moved to a                               The idea was to make the machine
                                            less conspicuous, more quiet and                                     highly visible to encourage its use
                                            considerate location – why has nothing                               though I do agree that its location is far
                                            happened?                                                            from ideal. This matter had been
                                           The information barcodes cover the                                   brought to our attention but there also
                                            descriptions on audio books – put                                    appeared to be a problem with the
                                            them on the front as I need to read                                  magnification and we thought we might
                                            the description.                                                     have to send it for repair. However,
                                                                                                                 following various checks it now appears
                                                                                                                 to be working satisfactorily. We have
                                                                                                                 now identified a more discrete place for
                                                                                                                 it on the upper floor and will relocate it
                                                                                                                 one morning before we open in the
                                                                                                                 next few days.
                                                                                                                The barcodes are fitted by our external
                                                                                                                 supplier but we will remind them to
                                                                                                                 take more care with placing them so
                                                                                                                 that they try to avoid obscuring the
                                                                                                                 book descriptions.
21.   30/04/09   Jubilee   Ms Brennan      Wants to complain about the rudeness     Nigel Imi   01/05/09       Wrote thanking her for comments.
                                            and lack of customer service shown by                               Providing good customer service is very
                                            staff.                                                               important to us and we do train and
                                           Staff need to refrain from shouting to                               encourage staff to provide a high level
                                            each other to the detriment of users                                 of service at all times. I will remind the
                                            trying to read.                                                      staff team of this at our next team
                                           The use of mobile phones is permitted                                meeting. I apologise if you were upset

                                                                         8
                                            now but feel this is a move in the                                       by the service you received.
                                            wrong direction.                                                        I will ask staff to consider the level of
                                                                                                                     noise when communicating with each
                                                                                                                     other and certainly shouting should not
                                                                                                                     be necessary.
                                                                                                                    As you say mobile phone use is
                                                                                                                     permitted in the library and there are
                                                                                                                     no regulations about maintaining silence.
                                                                                                                     We have tried to make the library an
                                                                                                                     open and welcoming environment
                                                                                                                     attractive to all sectors of the
                                                                                                                     community and with this there is a low
                                                                                                                     level of noise associated with people
                                                                                                                     gathered together. The building itself is
                                                                                                                     fitted with sound absorbency panels so
                                                                                                                     that any excess noise is muffled and
                                                                                                                     does not reverberate around the
                                                                                                                     building. The study areas in the Rare
                                                                                                                     Books reading room and off to the side
                                                                                                                     of the upper floor tend to be quieter as
                                                                                                                     they are located away from the main
                                                                                                                     areas.
22.   00/05/09   Jubilee   Mr Chapman      Would like to see a regular monthly    Anne Southon       18/05/09      Emailed thanking him for comments.
                                            email bulletin to promote events and                                    At present we only email customers
                                            news about the library.                                                  who have attended previous events and
                                                                                                                     given permission to be contacted.
                                                                                                                     However, we are planning to expand
                                                                                                                     the potential of emailing events directly
                                                                                                                     to customers when our new website is
                                                                                                                     launched. We do post a PDF/Word
                                                                                                                     format quarterly events leaflet on the
                                                                                                                     library website (also available in hard
                                                                                                                     copy) which should cover most events
                                                                                                                     happening across the city in our
                                                                                                                     libraries so I hope you can take
                                                                                                                     advantage of this until we are able to set
                                                                                                                     up our address lists in more depth.
23.   00/05/09   Hove      Ms Howarth      Thinks the library would be well       Rachel Whitbread   08/05/09      Agree it would be nice if the library had
                                            served by having a cafe                                                  a coffee shop and have been
                                                                                                                     investigating getting a drinks machine
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                                                                                                                             installed. The garden area at Hove
                                                                                                                             could be a possibility in the future, funds
                                                                                                                             permitting, but as you can imagine there
                                                                                                                             are many things to think of before
                                                                                                                             getting to that stage such as staffing and
                                                                                                                             the logistics of catering.
                                                                                                                            Considering holding coffee mornings
                                                                                                                             once a month and have added your
                                                                                                                             address to our email list in the event we
                                                                                                                             start this and perhaps you could come
                                                                                                                             along.
24.   05/05/09   Mobile          Mr              Reserved a copy of “When Will There         Teresa Large   23/05/09       Wrote thanking him for comment,
                                 Woodhead         Be Good News” by Kate Atkinson and                                         apologising for disappointment.
                                                  it was 31 on the list. Tracked it online                                  Have emailed technical department to
                                                  until it was 2nd then it disappeared                                       ask them to investigate the expiry date
                                                  presumably because it had gone over                                        on reservation where there is a long
                                                  the 3 month limit – disappointed.                                          waiting list.
                                                                                                                            Have re-reserved the item for you and
                                                                                                                             it is on its way to the Mobile Library‟s
                                                                                                                             base ready to be sent out when the
                                                                                                                             Mobile Library next visits your area.
25.   06/05/09   Hove            Mr Hawtree      Good to hear Carnegie is getting more       Jane Cox       Not dated      Messaged Mr Hawtree‟s ticket to say
                                                  American poets.                                                            have ordered Complete Marianne
                                                 An edition of Marianne Moore would                                         Moore.
                                                  also be handy – 2 versions, her                                           Lowell in stock has now been out for a
                                                  collected and a fuller one (different                                      year – suggested he makes reservation
                                                  texts).                                                                    for JL copy.
                                                 Also complete Lowell?
26.   13/05/09   Not indicated   Ms Torr         Reserved a book and made special            Nigel Imi      22/05/09       Wrote thanking her for comments.
                                                  journey to collect it only to find it was                                 The reservation facility was designed to
                                                  not there. Was told someone may                                            assist in the speedy collection of
                                                  have picked it up and left it                                              reservations. It was felt to be more
                                                  somewhere so had no choice but to                                          convenient for readers to collect their
                                                  re-reserve it. Keep reserved books                                         own reservations rather than have to
                                                  100% reserved and safe until collected.                                    queue up unnecessarily at a staff desk.
                                                  The point of reserving is to ensure the                                    Most readers have been using this
                                                  book is here and available for loan. It                                    service without a problem. The self
                                                  is a pointless system if the books can                                     issue system is set up not to allow
                                                  be moved and then not found when a                                         someone to take a reserved book that

                                                                                 10
                                               customer comes to collect.                                                 is not meant for them. Admittedly it is
                                                                                                                          possible for reserved titles to be taken
                                                                                                                          and left elsewhere in the library, though
                                                                                                                          the printed reservation slip in the sleeve
                                                                                                                          should indicate that it is a reserved item
                                                                                                                          awaiting collection. We do constantly
                                                                                                                          review our procedures and processes
                                                                                                                          and your comments will help as we look
                                                                                                                          to see how we can get the right balance
                                                                                                                          between accessibility and security for
                                                                                                                          the collection of reservations.
27.   18/05/09   Jubilee     Mrs Hacker       Called in today for assistance and the                                    No reply required
                                               member of staff was extremely helpful,
                                               kind and friendly. Very much
                                               appreciated.
                                              100% perfection.
28.   19/05/09   Portslade   Ms Foster        The library is very user friendly and I                                   No reply required
                                               was coaching a student and he felt
                                               relaxed and motivated to stay to
                                               complete the work I had set.
                                              Staff are professional, discrete and
                                               helpful.
29.   21/05/09   Jubilee     Mr Williams      Booked a 1 hour session on PC and         Stephanie Green   23/05/09      Wrote thanking him for comments.
                                               person next to me continued to eat                                        No hard and fast rule about consuming
                                               the contents of a carrier bag whilst                                       food and drink in the library but agree
                                               using the computer. They were eating                                       the person was behaving in an
                                               greasy food and spilling crumbs over                                       inconsiderate manner towards other
                                               the keyboard and had no regard for                                         users.
                                               future users of the keyboard. Think it                                    Will investigate further to see if it can
                                               would be good to ban consumption of                                        be agreed that we actively discourage
                                               food and drink when using the                                              people from eating and drinking when
                                               computers – could also be a health                                         using the computers – there may well
                                               risk with germs left on keyboards etc.                                     be a health risk and also possibility of
                                                                                                                          damage to equipment.
                                                                                                                         Will talk to Head of Services and IT
                                                                                                                          managers for their views.
30.   28/05/09   Jubilee     Mr McIlwain      Too few toilets                           Sue Ingram        15/06/09      Wrote thanking him for comments.
                                              Yesterday and today all the chairs and                                    Jubilee Library has a total of 9 toilets
                                               desks were occupied largely by                                             available for public use, including 3 that

                                                                            11
                                                students even in the computer room                                          meet the requirements under the DDA.
                                                not at the computers.                                                       We do not have urinals in the interest
                                               Make the single toilets available to                                        of water conservation as they require
                                                everyone                                                                    flushing every few minutes for hygienic
                                               Provide a urinal                                                            reasons.
                                               Limit the student study area providing                                     Regret that you have felt
                                                seating for others looking at                                               inconvenienced by lack of seating but
                                                newspapers etc.                                                             I‟m sure you can appreciate this is quite
                                                                                                                            an important time for students as they
                                                                                                                            study for their exams. The exam period
                                                                                                                            runs from approx. Mid-May to end June
                                                                                                                            so anticipate this situation will improve
                                                                                                                            over the next few weeks.
                                                                                                                           The library service is committed to
                                                                                                                            providing an inclusive and welcoming
                                                                                                                            service to the whole community, and as
                                                                                                                            such we do not impose restrictions on
                                                                                                                            where any of our users may sit in the
                                                                                                                            library.
31.   30/05/09   Hove          Mr Stout        The Bloomsbury Good Reading               Rachel Whitbread   10/06/09      Wrote thanking him for comments.
                                                Guides are for reference only. I would                                     Will pass on your comments to our
                                                like to be able to take them home to                                        Reader Services Manager – I‟m sure she
                                                read – could you please set aside a few                                     will be able to respond to your enquiry
                                                copies that could be checked out.                                           as to whether we can buy a copy of this
                                                                                                                            for our lending library.
                                                                                                                           Until then please feel able to come into
                                                                                                                            the library to look at this book, we have
                                                                                                                            plenty of space for customers to sit and
                                                                                                                            read in the library.
32.   04/06/09   Hollingbury   Mr Pitt         It is too hot making me dizzy and         Louise Sugden      15/06/09      Wrote thanking him for comments.
                                                unwell                                                                     Will pass on suggestion of air cooling
                                               Air cooling units are cheap and use                                         unit to manager but in meantime do not
                                                low power.                                                                  hesitate to ask a member of staff to
                                               Also allow staff to control heating                                         open any windows for you.
                                                on/off.                                                                    The heating can be controlled by staff
                                                                                                                            and has in fact been off since middle of
                                                                                                                            May but the building itself does tend to
                                                                                                                            hold heat.
33.   05/06/09   Jubilee       Mr Odonkor      Felt he was treated condescendingly       Sue Ingram         15/06/09      Wrote thanking him for comments.

                                                                             12
                                            when told not to use the remaining                                      Regret you felt unhappy with the way
                                            time of other peoples PC sessions –                                      staff spoke to you and have discussed
                                            found it offensive.                                                      this with them.
                                                                                                                    The information they gave you is
                                                                                                                     accurate however, it is inappropriate for
                                                                                                                     members of the public to use remaining
                                                                                                                     portions of time left over by other IT
                                                                                                                     users. This is for reasons of security, as
                                                                                                                     we have an obligation to monitor the
                                                                                                                     internet usage within all our libraries.
                                                                                                                     The policy is explained within our
                                                                                                                     Acceptable Use Policy for ICT and
                                                                                                                     which all our IT users agree to by
                                                                                                                     clicking they have read and agreed to
                                                                                                                     our terms and conditions each time
                                                                                                                     they logon to one of our computers.
34.   09/06/09   Jubilee   Mr Brazier      Whilst using PC staff asked me if I     Stephanie Green   09/06/09      Understand you were very angry with
                                            would come off the computer as they                                      the way you perceived a member of
                                            had allocated me a PC in the computer                                    staff interrupted your session and then,
                                            room instead. When I went round to                                       as it seemed to you, deliberately misled
                                            the computer room I was told I would                                     you into thinking you could continue
                                            have to wait – felt the staff had not                                    your session in the IT room
                                            been telling the truth and felt very                                     immediately. Unfortunately you were
                                            frustrated. The reason I was asked to                                    then told by another member of staff
                                            move was because of PC noise.                                            there would be a 15 minute wait.
                                                                                                                    Whilst I am sorry you experience this
                                                                                                                     interruption I cannot condone your
                                                                                                                     accusation that the member of staff
                                                                                                                     concerned was either rude to you or
                                                                                                                     had the remotest intention of lying to
                                                                                                                     you.
                                                                                                                    Have investigated the incident and am
                                                                                                                     confident the staff was only acting in
                                                                                                                     your best interests and indeed the
                                                                                                                     machine concerned has now been
                                                                                                                     earmarked for repair. It was a simple
                                                                                                                     misunderstanding on their part about
                                                                                                                     the immediate availability of an
                                                                                                                     alternative machine, no one had any
                                                                                                                     idea of deliberately misleading you.
                                                                        13
                                                                                                                      Had you waited you could have been
                                                                                                                       accommodated on another machine and
                                                                                                                       that the one in the IT room was
                                                                                                                       available after only 5 minutes since the
                                                                                                                       person using it finished early.
35.   12/06/09   Hove      Mr Kapp         Suggests 3 books by Ervin Laszlo        Jane Cox           Not dated      Left a message on reader‟s card saying
                                                                                                                       that I have ordered but not reserved as
                                                                                                                       requests are now charged fees.
36.   17/06/09   Hove      Ms Smith        Feels a member of staff has been rude   Rachel Whitbread   18/06/09       Wrote thanking her for letter.
                                            and unapproachable.                                                       All staff are given guidance and training
                                                                                                                       in customer service delivery and I have
                                                                                                                       discussed these with the member of
                                                                                                                       staff.
37.   18/06/09   Jubilee   Ms Edmond-      Rethink the very retrograde step of     Alan Issler        19/06/09       Wrote thanking her for comments.
                           Smith            charging 50p per reservation. It will                                     Culture, Recreation and Tourism
                                            not make money but simply prevent                                          Committee agreed to reintroduce
                                            people from using the system and                                           charges in Sept 2007 as part of a
                                            potentially not take books.                                                balanced fees and charges package,
                                                                                                                       originally for implementation from April
                                                                                                                       2008.
                                                                                                                      Reduced fee of 50p was agreed whilst
                                                                                                                       maintaining free reservations for
                                                                                                                       children and people who cannot use
                                                                                                                       standard print, with concessionary
                                                                                                                       members paying half price. Up to 2004
                                                                                                                       we charged 70p.
                                                                                                                      Major reason was to provide better and
                                                                                                                       faster reservation service. Last year
                                                                                                                       Brighton & Hove Libraries received well
                                                                                                                       over 100,000 reservations more than
                                                                                                                       one and a half times the number of
                                                                                                                       reservations of similar library
                                                                                                                       authorities.
                                                                                                                      The charge goes towards the cost of
                                                                                                                       administering the service and actual
                                                                                                                       implementation was delayed until June
                                                                                                                       15 2009 to enable us to make the
                                                                                                                       required improvements to our Library
                                                                                                                       Management System.

                                                                          14
                                                                                                                              This September we will be reviewing all
                                                                                                                               fees and charges for the next financial
                                                                                                                               year from April 2010.
38.   22/06/09   Not indicated   Ms Shergold      Instead of reservation charges levy a     Alan Issler       03/07/09       Wrote thanking her for comments.
                                                   charge (e.g. £1) for uncollected items.                                    Culture, Recreation and Tourism
                                                                                                                               Committee agreed to reintroduce
                                                                                                                               charges in Sept 2007 as part of a
                                                                                                                               balanced fees and charges package,
                                                                                                                               originally for implementation from April
                                                                                                                               2008.
                                                                                                                              Reduced fee of 50p was agreed whilst
                                                                                                                               maintaining free reservations for
                                                                                                                               children and people who cannot use
                                                                                                                               standard print, with concessionary
                                                                                                                               members paying half price. Up to 2004
                                                                                                                               we charged 70p.
                                                                                                                              Major reason was to provide better and
                                                                                                                               faster reservation service. Last year
                                                                                                                               Brighton & Hove Libraries received well
                                                                                                                               over 100,000 reservations more than
                                                                                                                               one and a half times the number of
                                                                                                                               reservations of similar library
                                                                                                                               authorities.
                                                                                                                              The charge goes towards the cost of
                                                                                                                               administering the service and actual
                                                                                                                               implementation was delayed until June
                                                                                                                               15 2009 to enable us to make the
                                                                                                                               required improvements to our Library
                                                                                                                               Management System.
                                                                                                                              This September we will be reviewing all
                                                                                                                               fees and charges for the next financial
                                                                                                                               year from April 2010.
39.   23/06/09   Not indicated   Ms Gilroy        Reserved a book (It‟s All Greek To        Stephanie Green   Not dated      Wrote thanking her for comments.
                                                   Me) on 04/01/09 and was still waiting                                      Have checked today and that book is
                                                   for it on 10/06/09. Asked for this to                                       now on the „Reserved Books‟ shelves
                                                   be investigated on 15/06/09 and am                                          and will be kept for you until 09/07/09.
                                                   still waiting for a reply.                                                 Have put a message on your card
                                                  Last time the book was discharge a                                          indicating there should be no charge for
                                                   library user had been given from                                            this reservation.

                                                                                 15
                                                 10/06/09 to 13/07/09 (over the                                      Apologies for the mistake that someone
                                                 standard loan period). This is very                                  took the book ahead of you –
                                                 strange, could you please check what                                 unfortunately I have been unable to
                                                 is wrong.                                                            establish exactly what went wrong or
                                                                                                                      why there was such a delay but I am
                                                                                                                      glad the book is now ready for you and
                                                                                                                      we will endeavour to ensure this
                                                                                                                      doesn‟t happen again.
40.   23/06/09   Not indicated   Ms Jacobs      Think you should only charge 25p for    Alan Issler   03/07/09      Wrote thanking her for comments.
                                                 senior citizens whether one is on                                   Culture, Recreation and Tourism
                                                 benefits or not. Surely you have a                                   Committee agreed to reintroduce
                                                 record of who picks up books on                                      charges in Sept 2007 as part of a
                                                 reserve. I have never not picked up a                                balanced fees and charges package,
                                                 book.                                                                originally for implementation from April
                                                                                                                      2008.
                                                                                                                     Reduced fee of 50p was agreed whilst
                                                                                                                      maintaining free reservations for
                                                                                                                      children and people who cannot use
                                                                                                                      standard print, with concessionary
                                                                                                                      members paying half price. Up to 2004
                                                                                                                      we charged 70p.
                                                                                                                     Major reason was to provide better and
                                                                                                                      faster reservation service. Last year
                                                                                                                      Brighton & Hove Libraries received well
                                                                                                                      over 100,000 reservations more than
                                                                                                                      one and a half times the number of
                                                                                                                      reservations of similar library
                                                                                                                      authorities.
                                                                                                                     The charge goes towards the cost of
                                                                                                                      administering the service and actual
                                                                                                                      implementation was delayed until June
                                                                                                                      15 2009 to enable us to make the
                                                                                                                      required improvements to our Library
                                                                                                                      Management System.
                                                                                                                     This September we will be reviewing all
                                                                                                                      fees and charges for the next financial
                                                                                                                      year from April 2010.




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