Library Feedback August 2011

Your Feedback Our Response

I enjoy coming to this library as I am always treated nicelyand there is a great selection of CD’s (I love music) andbooks here.Very FriendlyThank you, it is always great to hear from our satisfiedcustomers and we are pleased that you like the selectionof CD’s and books at the library.Lily (5 1/2) would like to say she loves the library. Thank you Lily, it is wonderful to hear from our youngercustomers. We also have story times at the FrankstonLibrary on Thursday’s at 10.30 am and at CarrumDowns’s library on Fridays at 10.30 am each week for 2-5 year olds.Please fix the queue system it is horrible and your pensnever work. The desk staff are excellent.Thank you for your feedback, please ask a staff memberfor a pen that works if this happens again and thank youfor your lovely comments regarding the library staff.I called this morning around 11.30 am and spoke to awoman upstairs re DVD. She was transferred downstairsand apparently, the woman was told that the DVD was onthe reservation shelf. I was told to come in and collect thisfrom item from the reserve shelf. It was not here and I wasgiven incorrect information. It was a waste of my timecoming here today. Maybe retraining for this staff membercould be considered.Thank you for your feedback, my sincere apologies forthe inconvenience we may have caused you. We willspeak to all the staff to ensure items are checked andcorrect information is given to all our customers. Onceagain our apologies.I phoned the library to ask re availability of a specific book.Library officer reported that it was not available. Soon after,I noted that the book was available @ Carrum Downs andin large print at Frankston. I asked the library officer toplease put the large print book at Frankston for me. Thelibrary officer took my details and reported it would be putaside. On my arrival 15 minutes later, the reservation hadnot been facilitated. I overheard the library officer report toher colleague “I forgot”Thank you, my sincere apologies for the inconveniencewe may have caused you. We will look into this matterand speak with the staff member to ensure this does nothappen again. Please ask to speak with the dutymanager if occurs in the future.This library is always a pleasant place to visit and the staffmake it so. ThanksThey were nice and helpfulStaff are great, helpful, polite, patient and efficientCustomer phoned to say what friendly staff she had dealtwith today by phone; she said we should be very proud ofthem.I love the library and I think it is a wonderful tool andresource. I am in year 7 and my sister is in year 9, we bothvisit the library frequently for school resources, differentworkshops and borrow entertaining books. Thank you andkeep the good work up

I like the books, Staff always great help, Good jobI am only an occasional user in this Frankston branch, but italways strikes me how very much this library is so well usedthat it’s almost loved to death at times. The staff here areexceptionally helpful and work extremely hard, so it’s aGOLD STAR. Thanks very very much.Thank you to everyone for sharing your experiences ofthe library.Thank you for your praise in recognition of our libraryservice and staff. We strive to provide a warm andwelcoming atmosphere for our customers and it isalways great to hear from our satisfied customers. Welook forward to your next visit.

Please do not cut staff as being a pensioner, we receive alot of help from the staff, also you need more DVD’s,selection is poor.

Thank you for your feedback, we have not cut any of thestaffing and can ensure you that the help available willcontinue as always. I shall also pass your requestregarding more DVD’s to our collections department.We are aware of the situation and will take actionwhenever it is brought to our attention. We appreciateyour feedback, which we continue to encourage you todo so that staff can be of assistance.There’s a guy that falls asleep in the teen area. He putspaper over his face and then holds it with his sunglasses.He is creepy so please do something about it. It’s the 3

time I’ve seen him here.

Library Feedback August 2011

Your Feedback Our Response

Leave a pen at feedback so I can write feedback. We do leave pens but unfortunately they are oftenborrowed for another purpose and not returned.

Is it possible to wait in the foyer 15 minutes before openingtime. People come by public transport and walk here. It’scold outside/rain etc. If not, why not?Once the foyer door is open then the public can accessthe library, which means we have to watch for peopleentering prior to opening hours. The coffee cart alsorequires set up time. As the library has set openinghours (which will be reviewed soon) then it isrecommended to coordinate arrival time to occur afterthe library opens.It would be great if the library could run a regular boardgames event e.g. scrabble, checkers, monopoly – somembers of the community can meet other players.It is certainly a great idea and one that we will considerfor future plans at the library. Thanks for the suggestion!Can all mobile phone use please be banned in the Library?It is very distracting, and quite frankly rude, the way somepeople speak with no consideration of others. Libraries arequiet places and a lot of people come here for peace(myself included)We are sorry to hear about your negative experience.Mobile phone use can be hard to monitor, but please letstaff know if you experience the problem again. We alsooffer complimentary earplugs to patrons should you wishfor a silent environment.Get PC games Thank you for your suggestion.I think that the library should have a Nintendo Wii game anda Nintendo DS game, so we can borrow and take themhomeThank you for your suggestion.Cody Simpson’s album comes out in September. Pleasemake sure you get it.Please see our Information Librarians to request thisalbum.For the Wii, can you please get “The legend of Spyro dawnof the dragon”? or any Spyro game please!We will consider your request when we buy Wii gamesnext time.I would like to borrow Graham Greene novels. Out of printOr are they not considered worthwhile?We do have Graham Greene books in our collection.Please see our Information Librarians to locate them.Great presentation & display of books, DVDs & tapes fromSweden. Read 2 books & it was fantastic. Thank you somuch.Thank you for your appreciation.This library is a great place and generally has great servicebut the computers at the moment are terrible with Firefoxnot working; Explorer so slow and not loading pages that itin making doing anything on them almost impossible.Please when are the issues with the computers going to befixed as this has been going on for quite a while and it’sbegins to annoy people. In my case it is making it hard todo the work for my course in Max what should take an houris taking more that 2 sometimes three because half the timeis wasted waiting for pages to load or having to reload themmeaning that your time is up before you have done whatyou set out to do.Upgrade the computers!!! Mozilla Firefox does not work andhasn’t for a long time! It is pitiful that every otherlibrary/public PC works better than these at Frankstonwhich is one of the busiest facilities – People livelihoods areat stake!! Get the IT people in!!!Are the computers ever going to get fixed!The computers are too slow. It is annoying and frustratingto do basic tasks, it takes much too longUpdate the computers, they are slower than any otherpublic PCs I’ve ever used and don’t uploadFix the Internet pleaseThe new internet keeps dropping out takes longer and my20 minutes was wastedPC J only reads my one USB stick (my main saving device)but does not read my second USB (my backup savingI am sorry you feel the computers are not currently up tostandard. The computers are due to be updated we willplace a notification on our web site and in the computerarea once the upgrade has been completed.