Interlibrary Loan

FROM: JB

FEEDBACK: Interlibrary loans aren’t done very efficiently in terms of renewals. I sent out a renewal request form and never received confirmation. Assuming it was renewed and received, I didn’t follow up (I had renewed one other interlibrary loan book that day and HAD received notification. I assumed it was for both at that point). I found out yesterday, 1 month after the original due date that the book is now 1 month overdue. Someone needs to either fix the system so that there is an auto-reply (no human error) or late notices go out immediately!

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Dear JB:

I am sorry you received only one response for your renewal requests.

When a renewal request is made, we must first ask permission from each library that has loaned us their material.  For this reason, we cannot auto-reply that the renewal is confirmed.  An example of our subsequent communication to a patron is:  Thank you for using the Interlibrary Loan services.  I have processed your renewal request.  I will forward the lender’s response if they should deny your request.  If you do not hear from me, please keep the item for 30 days from the date listed on your book-strap.

Not all lending libraries grant our request for renewal.  Our ILL staff then sends an email to the patron when the request is denied.

Both examples of these staff emails may contain information about one – or more than one – renewal request.    In future, we will clearly indicate the title being renewed.

ILL overdue reminders are sent out weekly.  Within a month, you should have received more than one notice for any overdue interlibrary loan material.

Thank you for taking the time to send us your feedback.

Anne Ciliberti, Library Director

Library Heat

FROM: Michelle K

FEEDBACK: another student complaint about how hot the library is right now. . .

Dear Michelle: We apologize for the warm temperature in the Library these past few days and we have reported the problem to Facilities. Unfortunately, we often experience this kind of problem in the transitions between seasons. So, in the meantime, I suggest checking out different locations in the building as the heat problem is much less noticeable on the second floor.

Thank you for taking the time to send us your feedback.

Anne Ciliberti, Library Director

Malfunctioning computer

FROM: Bepomika

FEEDBACK: 

One of the computers on the second florr will not turn on.

 

Dear Bepomika:

 

Thanks for letting us know about the second floor workstation…the power cord was loose in the outlet which has now been fixed, so the computer is now working just fine.

 

Thanks again for your note,

Anne Ciliberti, Library Director

Computer Problem

FROM: Vero

 

FEEDBACK: There is a computer on the top floor that no one can use becasue it won’t let you log on. Its been like that for a while now.

 

Dear Vero:

 

Thank you for pointing out the problem with the second floor computer… the problem has been corrected and it is now working fine.  Just let us know if you encounter other difficulties or if you have a positive experience!

 

Regards,

Anne Ciliberti, Library Director

Interlibrary Loan

FROM: Andrew Seguel

 

FEEDBACK: I would like to offer my sincere thanks to the staff at the library who routinely answer interlibrary loan requests. As a graduate student, I rely heavily on articles to do any sort of research. This is my first semester here at WPU, and the library staff has suffered my demanding need for articles, always responding to my interlibrary loan requests with great speed. For what it’s worth, you have left a great first impression.

 

Thank you.

 

Dear Andrew: 

Thanks for taking the time to let us know how pleased you are with our Interlibrary Loan service—I will be sure the ILL staff sees your note!  Welcome to WPU and please let us know if there are other ways we can support your graduate studies.

 

Best regards,

Anne Ciliberti, Library Director