Library Suggestion Blog

I just called the reference desk and the media reserves, and the people are constantly rude. I have experienced this multiple times. I am calling from off campus and they would not tell me if they had a movie, and was very rude throughout the conversation.
From: an undergraduate student

Pat Flanagan, Associate University Librarian for Public Services, replies...
I am very sorry to hear that you had this experience. Thank you for alerting us and please feel free to send any additional details or reports of future concerns you have.

I have requested that managers of Reference, Circulation, and Media and Reserves departments check their staffing schedules to see who was working just prior to your email. I have asked them to remind those individuals, and service desk staff in general, about the importance of good customer service practices and courteous interactions with library patrons, both in person and on the phone. In addition, I have asked them to remind staff that while they are not always able to leave their posts to check shelves, they should do catalog lookups to confirm whether or not we own an item.

Please let me know if this response does not address the situation you reported.

Posted by Donna E. Coghill at 4:21 PM | Permalink | Comments (0)

Hi there, you used to have a RefWorks link on your main libraries site, now it takes two screens to get to the link... Would you consider putting it back where it was? That was really helpful!
From: a faculty member

Cate Canevari, Associate Director, Research and Education Tompkins-McCaw Library, responds...
Thank you for contacting the VCU Libraries regarding access and links to RefWorks. We appreciate you taking the time to send us your question and feedback, and will forward this to the Web Development team. RefWorks is indeed a very popular resource, and as a result there is a link to the RefWorks guide from our QuickLinks menu located on the library homepage. The guide has a direct link to "Connect to RefWorks", which gives you access to the resource with two clicks.

Because RefWorks is relatively new to our users, we currently link to the Resource Guide that explains access to RefWorks since remote access for RefWorks is handled slightly different from our other resources. It is possible that in the future we will link directly to the resource as more VCU users become familiar with RefWorks. In the meantime please know that your feedback is being considered.

Posted by Donna E. Coghill at 1:02 PM | Permalink | Comments (0)

How come I can't find the suggestion blog on your web site any more? Are you tired of our suggestions? Or just tired of answering them?

Jimmy Ghaphery, head of Library Information Systems, replies...
Thank you for the suggestion, we are always looking at ways to improve the site. Currently the quickest method to find the Suggestion Blog is along with all of our other blogs. Click on the Podcasts & Blogs link in the Library News section of the homepage. To submit suggestions, click on the Contact Us link at the bottom of the page. Based on your suggestion we are also planning to add a direct link to the Suggestion Blog from the Contact Us page.

Posted by Donna E. Coghill at 4:31 PM | Permalink | Comments (0)

1. Fee for printing is unreasonable. Some of the library should be like CBIL and medical students should be able to log on and print. 2. Hospital access should be available from the library (ie Cerner). I can't think of a year other than 3rd year when research is more critical and simultaneous access to a patient's info, the internet, and journals is more essential. 3. Study rooms need to be updated, they are not heated/cooled adequately. Tables and chairs need to be updated. 4. Obviously the hours as others have mentioned.
From: a graduate student

Cate Canevari, Associate Director, Research and Education, Tompkins-McCaw Library for the Health Sciences responds....
Dear Ms. Pelkofski,

Thank you for contacting us regarding your concerns; we appreciate your feedback! Our responses to the points you raise are inserted below.

“1. Fee for printing is unreasonable. Some of the library should be like CBIL and medical students should be able to log on and print.”
The VCU Libraries uses the VCU Technology Services Pay4Print service, which is the service available in a number of other campus buildings including Sanger Hall, the Business Building, and the University Commons. The School of Medicine offers free printing just to SOM students, whereas VCU Libraries computers are open to students, faculty, and staff from both campuses as well as members of the general public. Using the Pay4Print allows us to provide reliable and consistent printer services across campuses to our library users. To reduce the cost of printing, you might consider saving articles to portable media, BlackBoard, or email. Another option would be to create a RefWorks account to keep track of citation information including the GetIt@VCU link that will take you directly to online journal articles available through the library. The following links offer additional tips for printing using Pay4Print, as well as locations where Pay4Print is available on campus:
http://www.ts.vcu.edu/faq/labs/labs.html
http://www.library.vcu.edu/services/pay4print/faq.html

“2. Hospital access should be available from the library (ie Cerner). I can't think of a year other than 3rd year when research is more critical and simultaneous access to a patient's info, the internet, and journals is more essential.”
The Tompkins-McCaw Library for the Health Sciences is not able to offer access to CERNER due to HIPAA and computer security issues. The VCU Health System restricts access to CERNER and other hospital systems.

“3. Study rooms need to be updated, they are not heated/cooled adequately. Tables and chairs need to be updated.“
We are working on restoring adequate heating and cooling to the 2nd floor study rooms. A major chill water pipe which helped to moderate the temperatures in the study rooms had to be replaced. The process has been long and complex, but it is almost complete and we hope temperatures will soon be comfortable again. Should you be uncomfortable in the future while using the rooms, please alert our Service Desk Staff and we will have the room thermostat adjusted.

The furnishings in the 2nd floor study rooms are less than 2 years old. We welcome your specific suggestions on how the furnishings can be improved.

“4. Obviously the hours as others have mentioned.”
The Tompkins-McCaw Library Director, Jean Shipman, has responded to feedback and welcomes students to meet with her to discuss their needs in person. These meetings will be held in the 1st Floor Tompkins-McCaw Library Conference Room right behind the Skull & Beans coffee service:
3:00 pm -- Friday, Sept. 14th
12:15 pm -- Monday, Sept. 17th

In the meantime, please note that the Hunton Student Center Learning Center is open until 10pm, and access to electronic library resources are available there. In addition to the Learning Center, there are study cubicles available throughout the Hunton Student Center.

I do hope that you will be able to attend one of the meetings with Jean to discuss your concerns in more detail as we do need your assistance. Please do not hesitate to contact me if you have any further questions.

Posted by Donna E. Coghill at 1:36 PM | Permalink | Comments (0)

The new Web site is great!!! Much easier to navigate and user friendly!
From: a graduate student

Susan Teague-Rector, Web Applications Manager, replies....
Thank you for your comment regarding our new site! With the latest design, we have attempted to improve the accessibility and usability of online collections. The new design was informed by using search log data, user comments from the winter 2007 online survey and focus groups, section 508 accessibility standards and website usability guidelines.

As you noted, part of the focus was to address user needs and to provide easier navigation. Research done by the Web team indicates that searching the Libraries resources is a key feature on the site. Therefore, common search features are better highlighted in the new design to emphasize VCU Libraries online services and collections. In addition, Web search logs indicate that ILLiad, our interlibrary loan and document delivery system, was difficult to find in the old design. A direct link is now available from the homepage to ILLiad to provide simpler access to this popular feature.

Thank you again for your response!

Posted by Donna E. Coghill at 10:18 AM | Permalink | Comments (0)

I am very grateful to have the access to the incredible wealth of journals and other online resources that VCU Libraries provides--thank you! One question and related suggestion: why does the home page for the library continue to change so frequently? during fall semester, it seemed like every month, there was a new "look"--new arrangement of icons, new icons, old access points difficult to locate, etc. When time is at a premium, becoming familiar with a new page takes up that valuable time. Is the current page one that will stay for more than a few weeks, or is the changing face of the library home page going to be an ongoing aspect of using this valuable resource? It would help me allocate time for using the online resources if I knew how often to expect a new library home page--could you make this information easily accessible if monthly change will be the norm? Thanks again for the extent of the resources that are there!
From: faculty

Jean Shipman, Director of the Tompkins-McCaw Library for the Health Sciences and Associate University Librarian, and John Duke, Senior Associate University Librarian, reply.....
Thank you for your comments regarding the recent changes to the VCU Web site. Changes to the VCU Libraries and Tompkins-McCaw Library Web pages are in large part being driven by university guidelines, heightened security, and the desire to bring dynamic, personalized content to our users while allowing them to more fully benefit from our collections and services. We have made only modest and necessary changes to the main VCU Libraries page since last summer. Prior to the redesign, we solicited feedback through surveys of our users, focus groups, and were guided by accessibility standards and accepted best practices in Web design. After the updated pages were completed, we widely vetted the pages to give users opportunity for input.

The nature of the Web is that it is very dynamic and we are trying to focus on the needs of the user, rather than organizational or staff-centric design models. We have found that our users are very adaptable and have quickly taken to the new design. We do not have any current plans for major modifications, although we will continue to make modest changes based upon the feedback and needs of our users. We value all comments we receive and strive to give all of our users Web pages that best reflect their use patterns and needs. We would be glad to set up a meeting with someone from the Tompkins-McCaw Library reference or liaison team to answer any questions you have regarding finding specific resources to help meet your needs.

Posted by Donna E. Coghill at 4:27 PM | Permalink | Comments (0)

Suggested addition (free cost) to database (Tompkins-McCaw Library for the Health Sciences). I am the adminstrator of http://www.kmle.com (KMLE Medical Dictionary) an online medical dictionary search engine. I was wondering if you could add the site to the databases listed at http://www.library.vcu.edu/cfapps/webdb/ulsdb_actionatzip.cfm?AtoZ=ALL If you try the site, you will see that it offers probably the most comprehensive medical dictionary search in the world (at least that is free to access). Thanks for your time, Have a nice day.
From: Michael

Lynne U. Turman, Head, Tompkins-McCaw Library Collections responds....
Thank you for the suggestion to include this site as a link from the VCU Libraries web pages. One of the ways we assist users in finding information is through Resource Guides - http://www.library.vcu.edu/guides. These guides are developed by subject experts to provide easy access to research and reference tools on the web. Web sites included in the guides are evaluated for accuracy, currency, style, sponsorship, and appropriateness for our primary clientele, the University community. Your site will be considered and reviewed for possible inclusion at the next revision of the guides.

Posted by Donna E. Coghill at 2:19 PM | Permalink | Comments (0)

I've tried to use the VPN client to connect to the Internet in the library and at Hibbs. The client will not log in, (Remote host not responding). I know I can just use my browser to get onto the network, "partialy" but I would like to use the other connections that the VPN offers. Why won't the VPN client work any longer?
From: David, undergraduate student

Pat Flanagan, Associate University Librarian for Public Services, replies....
We have done some investigation and the office that can provide an answer to your question is the Technology Services HelpDesk. We posed this question and the HelpDesk indicated that it may be possible, but they can confirm with more information from you. You can call or walk in to request help, or send an email request via the online form found on their web page. They are located here in the basement of Cabell Library.

Thank you for contacting us with this question.

Posted by Donna E. Coghill at 4:09 PM | Permalink | Comments (1)

This is more of a comment than a suggestion. I am very much grateful for the VCU Libraries Library Lite All Nite hours. It has helped me so much over the past few years. I like that you folks provide snacks and much needed caffeine. The folks who have to work late are always helpful and courteous especially since they have to deal with stressed out students like me. Thanks, Tavarris Spinks
From: Tavarris Spinks, undergraduate student

Patricia Flanagan, Associate University Librarian for Public Services, replies....
Thank you for the compliments regarding Library Lite All Nite. This service was initiated based on requests from the Student Government Association (SGA) in Spring 2005, and has been popular, particularly during the first week of exams. We are pleased that the service has been helpful to you, and that your experiences have been positive. Good luck on exams.

Posted by Donna E. Coghill at 8:11 AM | Permalink | Comments (0)

When Java 901 closes early or closes at all, it will be thoughtful if they can put some signs letting students know ahead of time that they are closed.
From: Sheraffaz Gonzalez, staff

Pat Flanagan, Associate University Librarian for Public Services, replies....
Thank you for your comment. I am sorry that you did not receive the service you expected from Java 901. I am forwarding your message on to staff in VCU Dining Services. You may also contact them through their web form at http://www.bsv.vcu.edu/vcufood/fsc.asp.

Thank you for letting us know of your concerns.

Posted by Donna E. Coghill at 3:17 PM | Permalink | Comments (0)

Java 901's posted hours are until 10:00pm. Yet, several times I've been refused coffee before that time. Tonight, when I approached the counter at 9:45, the employee told me she was sorry, but they had already dumped the coffee. Either the posted hours should be changed, or one should be able to get coffee until 10:00.
From: graduate student

Curtis Lyons, Interim Associate University Librarian for Public Services replies....
We are sorry that you were not able to receive service during Java 901s posted hours. I have forwarded this message on to VCU's Dining Services department, they are in charge of all operations on both campuses including Java 901. Concerns with any of their venues can be communicated to them using this web form .

I have used this form many times to relate both concerns and compliments. They are very good about addressing both.

Update:
Doug Pugh, Retail Operations Manager of Dininig Services replies...
We have taken several steps to resolve this issue:
--I have passed along this comment to the manager of Java 901, DJ Johnson.
--I have asked him to speak to his staff and to make certain that there is no ambiguity about the fact that we close at 10:00pm, and that we serve our entire menu up until that time, and not a minute sooner.

I, too, will reinforce the same message in person.

I apologize for this problem and I will make certain that it is not repeated.

Respectfully,
Doug Pugh
Retail Operations Manager

Posted by at 1:42 PM | Permalink | Comments (0)

For about a month, I have not been able to access my e-mail at the library. It allows me to log on, retrieves the records, and then it claims to be done and instead of my e-mail, there is a gray box of nothingness. I can access my e-mail else where.
From: Ana Finley

Hello Ana,

We have had reports from the VCU Mail Anywhere team of problems with the most recent version of the Firefox browser. We have alerted all of our service desks to this issue as well.

Here is the alert on the VCU Mail Anywhere page:

If you are using the latest version of the Firefox browser (1.5.0.1) you may experience issues with VCU Mail Anywhere. Bugs introduced in this version will be fixed in an upcoming release. Until then, it is recommended that Firefox version 1.0.7, which can be found on the VCU software download site, be used if you desire to access your e-mail with an alternate browser. Internet Explorer is still the supported browser and provides the best functionality with VCU Mail Anywhere.

Internet Explorer is available on the library computers under the start menu. If this doesn't help, you should report the problem to Doctor Notes at dnotes@vcu.edu or contact the Technology Services Help Desk at 828-2227.

-Jimmy Ghaphery
Head, Library Information Systems

Posted by at 3:30 PM | Permalink | Comments (0)

I enjoyed having the yellow bags with the library logo. I could get a
large amount of books and not worry about over-stuffing my book bag. And
as an added bonus they were quite stylish.
From: Tavarris Spinks

Beth Burton of Circulation & Information services replies...

Dear Tavarris,

Bags are back! I apologize for the delay. I think we are the only people in Richmond who didn't mind that it hasn't rained these last few weeks-and we're hoping now that our bags have come in, the drought will end soon.

One of the reasons for the delay in our bag supply is that we order them by the thousands, and it takes some time for our order to be processed. At the same time, I apologize that I failed to take that time delay into account when we ordered!

The new bags have the same design as the last batch-but are also a bit wider and deeper, so they should also be more useful. (We're delighted that you consider them stylish, as well!)

Thanks, too, for your care and concern for the "health" of our collection. Your conscientious question shows your commitment to the VCU community and is greatly appreciated!

Posted by at 3:49 PM | Permalink | Comments (0)