Piping Up

Q. I am a community card holder, and have used Belzberg Library actively for several years. In general I love libraries, and am a big fan of the work librarians do connecting people to resources, knowledge and ideas. However, my experience of this particular library is unfortunately a negative one overall. In general, the staff do not communicate helpfulness or a desire to support library users (by support I do not mean hand-hold, but offer reasonable guidance). Certain staff seem reluctant to help patrons at all, and when help is given, it seems to be given grudgingly, and not infrequently in a rude manner. It is not a welcoming environment. I have heard similar experiences relayed from other community card holders and members of the SFU community. It would be great to be able to enjoy the experience of using the SFU library, perhaps some work could be done with staff to improve the service and supports they provide.

A. Thanks very much for sending me your feedback. I’m very sorry that your experience at Belzberg Library has not been positive. Comments from our community help us improve, so I would appreciate speaking with you directly to better address your concerns. Please give me a call at 778-782-5054, or send me a email to marotz@sfu.ca. I look forward to hearing from you.

Best regards,
Karen Marotz
Head, Belzberg Library

Comment: I was absolutely impressed with the service I received at the SFU Library today. I was a student at SFU over forty years ago, and came today to access some information I needed for my work. Since I am definitely not a techno-wiz, I was nervous about the whole procedure. The librarian, Yasmin Jamal, was patient, understanding, kind, and actually worked through her break in order to help me. She took the time to locate the specific information I needed. She saved the day! Thank you, Yasmin.

A. I’m so glad to hear about your excellent experience at the Library and have passed your kind words along to Yasmin. We really appreciate it.

Janis McKenzie
Head, Information and Instruction

Noise control
I think the library is doing absolutely nothing to protect rights of people who choose to STUDY in the library rather than CHAT very loudly! I used to go to the 1st floor quite study area until it got out of hand, then I tried the 7th floor and it seems to be even worst since we not only have people yelling in the quite area, we also have staff that is very loud in their offices. As a student of SFU, I am ashamed of this environment which is meant to be for quite and focus.

A.
I am sorry you are having difficulty studying due to noise in the Library. I’m afraid the 1st floor is not classified as quiet, and we currently have more staff than usual on the 7th floor due to renovations.

Best regards,
Natalie Gick
Associate University Librarian, Administrative Services
Simon Fraser University Library

Q. people in offices on 5th floor are being rude. There being loud.

A. Thank you for your feedback.

Janis McKenzie
Head, Information and Instruction
janis@sfu.ca

Q. I’d like to make a complaint. The library staff in the office on the 5th floor are being really loud. It’s making it hard to study!

A. Thank you for your feedback.

Janis McKenzie
Head, Information and Instruction
janis@sfu.ca

Q. 3 students making a lot of noise on 1st floor. Help!

A. Sorry we didn’t get back to you sooner on this but this feedback is not checked hourly so time sensitive issues such as yours don’t get resolved right away.

Todd M. Mundle
Associate University Librarian

Q. hi, I’m studying in the graduate area on the 1st floor and a few students are talking loudly. It’s disturbing us.

A. Sorry we didn’t get back to you sooner on this but this feedback is not checked hourly so time sensitive issues such as yours don’t get resolved right away.

Todd M. Mundle
Associate University Librarian

Q. The staff in the 5th floor library offices are loud when they talk on the phone.

A. Thank you for your feedback.

Janis McKenzie
Head, Information and Instruction
janis@sfu.ca

Q. two guys are talk so so loud on the study room, 5th floor, and i’m staring right at them. why would they ever make a room like this!

A. Thanks for your feedback. As I’ve stated in earlier messages, we are still in the process of completing the Silent Study Room on the 5th floor. We are hopeful that with appropriate signage and other measures to reduce the urge to talk, this space will return to the silent area it was before the renovation.

Best regards,
Todd M. Mundle
Associate University Librarian

Q. To Whom It May Concern:

I have very serious concerns about how the library is run. I am a visiting scholar. On each of my visits to the library I have noticed garbage in the elevators and litter strewn about desks and study areas. On a recent visit I noticed half-empty pizza boxes in the elevator. My impression is that you do not care about scholarship. In one response to a student concerned about the lack of proper “silent” study space Todd M. Mundle writes: “We do take learning very seriously” (“Quiet Study Areas,” Oct. 3/11). No, you clearly do not take learning seriously: there is garbage in your library and your lack of empathy towards books and learning encourages students to do whatever they please. I think you ought to be ashamed of yourself.

A. Thank you for your observations and feedback. The cleaning of the Bennett Library is controlled outside of the management of the library. The greatest influence on improving the conditions is to pass along feedbacks such as these to those who administer the cleaning contract. The current contract will be concluded in the not too distant future and the request for proposal process for the new contract has begun. Your comments will be sent along.

Best regards,
Todd M. Mundle
Associate University Librarian