Albany County Public Library

FACILITIES

RESPONSE

Someone returned a dvd in the book drop nicely packaged with a note saying please get a drop for dvds

 When you make changes to the library, please put hot water in the bathrooms sinks. In the winter the cold water is too cold!!

We plan on putting a small hot water heater upstairs between the public toilets.

 I just got a comment from a patron, asking us if we could start leaving the doors to the public bathrooms open. I doubted that we could, due to privacy concerns and possibly fire hazards, but said I'd pass this along.  In a follow-up reply, staff added, She said that they were consistently malodorous.

Betsy talked with Micheal and Quality Custodial about this and more Clorox has been added to the cleaning up. As a result, one staff member went home sick due to fumes. She is asking Betsy to investigate greener products. We hope that new fans in the toilet will help with some of the smell problem.

 On 1/25, two women told me that they didn't know we had an after hours drop box. One was unable to find it when she drove through the alley the day before and the other was completely unaware. They both suggested signs pointing it out or getting another one up front.

A patron commented that he thinks we should do something about the snow drifts/deep snow between the parking lot and sidewalk near the front entrance. He feels that they are a hazard to the elderly and young children, and annoying to other patrons. He indicated that this is not the first time that he has noticed this issue.

snow removal is done with machines.

A patron who would like more hours.

I just got a chat request about whether or not we were open on Good Friday. When I said we were, the person replied, "Thank you! Peace and love

REQUEST FOR MATERIALS

Please get the Jackson Hole Weekly newspaper!

We’re not sure which paper the person meant. There’s a Planet Jackson Hole Weekly and a Jackson Hole News and Guide Weekly. Planet Jackson Hole is free on line

COMPLAINTS

It's unfortunate that the books come back damaged, because I absolutely love the library and the vast collection of books offered to us as a public....and I failed to renew my due materials online because I couldn't figure out the procedure! How about an easier web page????????!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

There a big hole in your front parking lot

Today I had a patron who was looking for books about the world wars in children's non-fiction. I was able to look up where the books would be in the card catalog. He did comment that he missed the signs that use to be up in the children's non-fiction section telling where certain books were housed (cook books, war, animals, space, etc.). I did show him where that catalog computer was and how to use.

Thanks, Julie. I know I've had several questions about that as well. I'll check with the "signage" crew and see what the ETA is for getting new signs completed. (We took them all down as part of the signage project...) If we don't put those exact sheets back up, I'd like to have posters with descriptions of the non-fiction sections at the end of each range of shelving at a minimum. I know it would help me find things, too!

A patron wrote explaining that people waiting outside the library on Easter Sunday did not see a sign saying we were closed that day. Ace had a sign saying it was open. He had further questions, and we had a long talk about staffing, hours, and cell phone use in the library.

I think he was right and there wasn’t a sign. There should have been.

The new computer system is awful! There are much better systems out there to monitor time. Please send this system back and get your our public money back. To get computer prints paid more, simply move the printer behind the counter and have patrons pay the librarian for their printed pages. No, that’s no more “invasion of privacy” than the library checking out your books. And it would cost no more in the librarian’s time than the librarians’’ time now spent having to help patrons use the system (it is not user-friendly) and reboot the computers that just again shut down after two minutes. As for charging to get materials from other libraries: instead charge overdue fines. This is the only library I’ve used that doesn’t charge overdue fines. The people who abuse the system, not the honest users. If your computer can automatically send e-mails to patrons with materials coming due, it can keep track of their fines.”

I really dislike your policy about damaged books. I don’t think the book was that damaged (scented candle wax on end papers he said) and I don’t like paying for it and I don’t like not getting it when I pay for it.  I looked up the statue and you’re right about what it says.

Noisy, noisy, NOISY!! Whatever happened to libraries being a quiet place? Looking up a topic, of the 4 books you had on the subject, the most recent was 28 years old!!! I left very disgusted with my visit!

The first complaint I remember about noise here was in September 1981; if we had the writer’s name, we could offer interlibrary loan

A patron suggested the use of a sign by the computers asking patrons to please not use their cell phones. She complained that there is someone who uses the computers all the time and is always on his cell phone and it's distracting.

We can ask people to speak more quietly on their cell phones; it’s our experience that people often need to use their cell phones while on the computer and limiting their use would limit people’s ability to solve their problems online.

I just spoke with a patron who was here with her 10-yr-old son. The patron was a bit upset because they had received a call regarding an item on hold in the son's name, and the library staff person she spoke to would not disclose to her what the materials were. She felt that as a parent, she should be able to have access to this information, and felt that not knowing made it difficult for her to monitor whether or not she felt he was using appropriate library materials. The situation was confounded by the fact that she and the son's dad are divorced, so sometimes the son comes in and selects materials or places holds without her knowing. I modified the son's account to reflect the mother in the care of section to hopefully prevent this in the future. She seemed satisfied with this solution. I thought you should hear about this in case we can do something to prevent a similar problem in the future.

Our policy allow custodial parents access to their children’s accounts. The question is which parent is custodial. We have had children with two library cards due to the parents’ poor relationship.

Paul reports that a donor doesn’t like the library’s lobbying for taxes (referring to the SPET) or the library’s turning into a lounge for children and teenagers.

Paul also received this note: Several weeks ago I was very, very ill, and I thought that I had renewed the one remaining book that I had checked out previously—all by the same author. When I was well enough to go to the post Office to collect my mail, imagine my shock at receiving a notice advising me that if that one, late book was not returned immediately, that my name would be turned over to a collection agency—thereby running my credit rating? We have a new invention: it’s called a TELEPHONE! Even if I’m sick, I can still answer it. My usual $5 Endowment donation isn’t much, and I will be keeping it.

Isn’t it a shame that you think that you have to provide alcohol for this event. Making toys and blankets for the animal shelter would be a great way to share time with grandchildren, children and friends but count me out I see no need to promote alcohol use. Every day our paper is full of alcohol violations, when will people get the message that you can have fun without drinking. There is absolutely no need to include alcohol in this event. 

I appreciate your concern. We decided to provide beer at these events based on a large sampling of similar library programs across the nation. The consensus was that alcohol was a very desirable component according to attendees.  Certainly, we have patrons at these events who abstain from alcohol, and those who don't, enjoy it responsibly. I have a legal obligation to make sure that that is the case. I agree that this event would be wonderful for people of all ages--I will be making the packet of instructions for the crafts available to everyone. You can pick one up, if you so choose, at the library starting on November 21st.  Thank you for your comments. I will pass them along to the County Librarian, as well.

Is the wireless not working again today...

Trouble connecting to wireless, especially on my apple laptop. Thanks!

There are not enough WiFi access points near elecrical [sic] outlets or desk. Also, would it be possible to provide some hardwired 10bT access points near desks with elecrical outlets? This would be of great help to me.

Today a patron came up to the desk and complained, nicely, about having to log in to access the card catalog. She said she was using the 15 minute terminals and doing a long search, so she would have to restart her search every time she got kicked off. [Another staff member] came by and pointed out the new catalog computer over in Children's and explained that we are planning to get one in the adult section as well. The patron was relieved to hear so and left happy. 

This problem with the initial software setup troubled many users; we currently have two catalog computers that don’t require log-ins for the public to use. One more is coming.

John Doe [name changed] came in and wanted to say that he really appreciated the upgrade to the computer system and the new network. Another staff members reported the same person later came in today and encountered the new time management system for the first time. I explained that the system was adopted to ensure that patrons honor the time limit and pay for their prints. I looked up his library card number and PIN for him, and after some initial difficulties logging on, he was able to use the computer. He expressed his unhappiness with the fact that the system has been implemented and said that he feels personally penalized for others' past misuse of the computers. He also complained that the length of the library card number makes it difficult for him to enter it correctly as he is dyslexic. 

I told him that I would ask if there would be a way to use a shorter patron identification number. Is there a way that patrons might possibly be able to use an ALT ID in the future? Just thought I'd pass this along... [We did try pre-inserting numbers but it didn’t work successfully. At this point the ALT ID doesn’t work. We are still investigating. Having scanners was suggested.

Mother complained that she had to stay with her kids, but could not print her homework from the children's computers.

She needed to be shown how to do it.

Patron asked if we were planning on getting additional scanners for the public to operate themselves.

Space would be the first issue here.

A patron asked if we were having problems with the wireless, because none of the public wireless connections were showing. 

We sent him to try to meeting room connection. We can reset the router, and we will be reminded how to do that

Patron using wireless in meeting room: Why is this the only wireless I can connect to? (as opposed to all the other wireless connection points in the library)

The meeting room has its own connection. We needed to reset the router.

A patron made the comment today that she wished we would avoid putting barcodes over the synopsis on the backs of books because it makes them difficult to read

We are trying not to do this anymore; we know it irks people

A patron approached Laura and me while we were on the IS station wondering why the desk had been moved. Laura and I explained the changes that were coming to the computers and printing and that we wanted to be close to help. The patron commented that it was going to get noisy and didn't seem to like the idea of the new print management system. I told her that i would pass the comment along. I hadn't thought about us being a little more disturbing over here when we meet at the IS desk.

REQUESTS

Do you have anything on black history for my daughter [perhaps four years old]? 

Yes! Erin had just set up a display with books for children and adults.

COMMENTS

Patron noticed corresponding CD in back of book, and was concerned that people would steal it. Also, as it was in a paperback, he thought that the CD could crack easily if the book were flexed.

Your computer use is down because some people think there are two guys from the FBI or Homeland Security in your basement checking on what they are doing.

We’re going to bring this up with Carrie Haderlie who is covering the DeskQuest implementation.

On Tuesday, an older woman came to the circ desk to ask about the new login for the computers. I wrote down her login information and showed her how to use it on the YA computers. She spent a while on the computer, then came to the desk to thank me and said it was very easy and that she did it twice successfully. She was very happy about how easy it was.

Talking to patron at circ desk about an overdue book: You guys aren’t good for me. I’m undisciplined. (about returning books on time.) 

COMPLIMENTS

I really appreciate your decision not to charge me for the book. With regard to your procedures, I think they sound fair. I think your generosity has finally freed me of my past disappointment and anger at being charged for a book that I do not believe I damaged. So thank you for that as well

Thank you for partnering with the WIND to host Temple Grandin: The film. We had a great turn out and sincerely appreciated your support. Hopefully we can continue the series and work together next year” from WIND [Wyoming Instuttue for Disabilities].

Thank you for helping our boys expand their minds. Coming to the library is one of our boys favorite pasttimes. They are always so eager to get there and brose around and see what new stuff you have especially on Zombies” from one of the houses at Cathedral Home

patron comment about the Book Nook. She said she wanted to thank whoever had been working on that area. She can’t always make it to the sale, so has really been stocking up when she sees the great, yet affordable, books in the Book Nook!

I had not thought about all of the people who can’t or don’t make it to the sale who would be purchasing from the nook

I ran into a local musician/teacher today at the food coop. She introduced herself and said she heard that I order music CDs for the library; she is going to send me a couple of requests. Also, several friends had told her that we have a nice World Music collection.

so it was definitely good to create a separate World Music section

A man just stopped by the Info Station, recognized my name, and thanked all of us for a bunch of scanning we had done for him in the recent past (not the trucker trying to renew his license, someone else.) He said that everyone he'd interacted with here at the Info Station had been very helpful and that "you run a very good desk here.

The Wyoming Chapter of the Partners of the Americas thanked me for “shar[ing] some very helpful information with the youth.

Thank you so much for allowing SAFE to have a display at the library during Sexual Assault Awareness Month in April. Without the support of community members like you, SAFE’s efforts to education the community would not be possible. Thanks again, SAFE staff

Pam rocks--she helped me a lot

“[T]hank you, I have to say I enjoyed my work there and also learned alot, keep telling my kids you're never too old to learn....” [A community service worker after completing her hours]

You are always so helpful to me. Thank you so much." "Some people here stonewall me" [when asking for help].

I wanted to let you know that I had a patron who was very excited about the new Hollywood Hits CD. He has been looking for something like that for a while.

I wanted to write you a note and let you know that you are doing almost too good of a job selecting new children's books. I end up taking up at leas[t] one new book from the children's department every week and they are amazing!

After handling a reference request: "Thank you for the wonderful service you provide... You are all wonderful people.

(Previously, I had helped this patron scan a bunch of documents to submit for a job application): Thanks to you guys and all of your help, I got the best job offer I've ever had in Casper! I start on Friday.

I love this place. Where we used the live the library was tiny and didn't have any manga. But here we can hang out, have snacks, and you buy good manga! [from a teen to Young Adult Librarian].

John Doe [name changed] came in and wanted to say that he really appreciated the upgrade to the computer system and the new network. Another staff members reported the same person later came in today and encountered the new time management system for the first time.

I explained that the system was adopted to ensure that patrons honor the time limit and pay for their prints. I looked up his library card number and PIN for him, and after some initial difficulties logging on, he was able to use the computer. He expressed his unhappiness with the fact that the system has been implemented and said that he feels personally penalized for others' past misuse of the computers. 

Today I had a patron ask if we were still help complete taxes this year. She was very happy that we are continuing to help with taxes. We have helped her with her taxes for a number of years now and she is always happy with the result.

I told her yes and gave her the printed information that we have. 

A comment from a patron checking out: You either get your boxes from a liquor store or have interesting parties

Just an inquiry, she wasn’t upset

John Doe [name changed], who is one of Jodie's OA patrons, has made several comments to me about what a great job Jodie is doing. He has checked out so many books from the library that he has a hard time finding new things that he has not read.

So Jodie will pull books for him and he is so thankful, now he never has to leave the library empty handed! :-)

Your library is so much nicer than the one in my hometown!

Patron writing out a donation check: The library is the best resource in town.

Patron checking out: It’s great that you’re open on Sundays. Appreciate it

Patron asking about when the next Laramie 20/30 is: This looks fun. I went to the Halloween one and really liked it

Comment on ILL: Two dollars, what a bargain!

Patron checking out travel books: I was amazed at your travel section (in a good way).

Marjorie reports that Christina from Big Horn Library called to ask more about our website because she really likes it and they want to do something similar.

That’s a neat display-0-you should have it up for a while. about books that changed your life

On Tuesday night, January 4, I had a gentleman thank me twice for telling him that we can scan item and e-mail them to patrons. He had Erin scan some pictures for him and e-mail them to him. He said that it was a huge help for the project that we was working on.

When I went up to the counter [at Wal-Mart] to make a library purchase and handed the clerk the library’s tax exempt card and credit card she said, I just love that place! She then told me that she had recently received a diagnosis from the doctor and he had not given her any information. She came here and checked out and read all of the books we had on the subject.

I told her about Medline Plus and she planned to come in on her next day off to learn more about that

THANK YOU so much, Erin. Everything came through just fine. Reference librarians are the best! from a person who requested obituaries

On behalf of all the MPS moms and Moppettes, we truly thank you for finding time to help us create a love for books and reading within our children. All of us see you and the library as valuable resources for us as parents~you’re very special ladies! Thanks.

Enclosed is a stamped, addressed envelope that I would appreciate very much if you would mail the new schedule for 2010 taxes free help (Paul Heimer). Thank you very much, (This is a wonderful service).

You are both awesome! Thanks for confirming my question. So sorry they were lost. We loose [sic]things at our house but they are never gone for good

This mother thought books were lost, but they were found

Two years ago, I showed your wonderful bookmarks with children's drawings to the library director here, & agreed to let her loan them to the County children's librarian (we have 13 branches). When I came back this fall, I found six original bookmarks at my library, with art work by junior high students--same size & format as yours...

A summer resident who lives in Missouri during the winter. These were the Dept. of Agriculture, but still. . . .

Good, informative newsletter Marjorie. Thanks

Thank you again for your assistance and help. You are truly a great person to be working at the library! We appreciate you so much. . .

From people I helped

Person working on a book thanks the information station staff for help with research on the Great Depression [Miranda helped this author].

An elderly gentleman came up to the circ desk this afternoon and made a donation to the Foundation, saying that the reference librarians have been very helpful to him with his new computer. Erin was at the info station today and he made special note of her. Just thought you'd like to know that you are all appreciated!

MISC.

I would like to put some books on My List, but I am out of the country and I do not have my library card with me. I need to get the number so that I can sign in. Thank you

This request went to the state library which told the person her library card number and copied me on the reply

‘A little girl, about 6, picked up the little blue piggy bank at the desk and asked us what it was for. Julie and I told her that it was for money for the library. She told us "You're lucky you get that much money!

While on my shift at the info station this morning, an express terminal patron asked for my help with printing a job. .She is a regular patron and seemed frustrated. I went through the printing steps with her and helped her collect her print job. Her comment to me: "I think it is time to get my own printer at home.

Adults should win the passes to Elitch Gardens, since kids can't ride most of those rides anyways

ΣΧ I HATE THE LIBRARY”—on a catalog card