Tell Us survey feedback - more books

You said: More books of public health research in library I have never been disappointed whenever i went to library. We said The University makes significant investments in Library materials this aims to provide more  print copies of core essential reading and more e books to provide greater access and wider reading around your subject. All the new books for your subject can be found here: http://library.beds.ac.uk/ftlist I searched the library catalogue for public health research items. There were 223 items.  Always use the catalogue and DISCOVER to get some basic search strategies working to find resources. You can see if the books are available – and which Campus they’re located on – or if they’re on loan. If an item you want is on loan place a reservation on it so you get it when it comes back. Or if the item is at a different Campus to the one you regularly use the reservations service can bring it to you. http://lrweb.beds.ac.uk/libraryservices/availableservices/reserve If you having problems finding materials for your studies I would advise you to contact the Academic Liaison Librarian team to ensure that you are using the most effective search strategies to find resources librarians@beds.ac.uk

Tell Us survey feedback - scanners

You said: 

The scanner machine sometimes get stuck.

The staffs of the library are very friendly and helpful. We said: Thank you for your kind words. We really appreciate you taking the time to let us know  we're doing something right.  We look forward to serving you in the future. I am sorry you have had a few problems with the scanner. Its very rare for problems to occur Please check the advice on our webpages to help you out in the future http://lrweb.beds.ac.uk/libraryservices/availableservices/scanning

Tell Us survey feedback - study space

You said:

Do not let people have a social meetings there. You have a silent area and a lot of books. We said: There are areas specially for social learning in Learning Resources but you are right there should not be social activities going on in the LRC or library http://lrweb.beds.ac.uk/libraryservices/availableservices/study-env Silent floors floors are monitored electronically so if noise gets to the red lights staff will attend and diffuse any noise the electronic monitoring is backed up by staff patrols. If anyone is making a noise in the Silent area they will get one verbal warning. If they are caught making a noise again they will be issued with a Written Warning and fall into the 3 strike regime of sanctions in Learning Resources. They will also be asked to move to a different floor. http://lrweb.beds.ac.uk/libraryservices/availableservices/codeofpractice/sanctions

Tell Us survey feedback - support

You said: Developing the advertisement of support. e.g. where and how to access it, along with whether able to access it in  friendship groups? Provided me with excellent resources to successfully completed my 4 years at univeristy. Perfect learning environment and easily accessible information both in the library and online. We say: Thank you for your kind words. We really appreciate you taking the time to let us know  we're doing something right.  We look forward to serving you in the future. Our social media presence provides an easy access point to current information on services from Learning Resources and Service Excellence @uoblibrary (Twitter) Our website LRWeb, and links to our website from BREO are our main communication tools along with the Library Handbook http://lrweb.beds.ac.uk/guides/handbooks/library-handbook-201415  All our Study Hub activities are advertised locally on posters and on our online calendar here http://lrweb.beds.ac.uk/studyhub/whats-on I would advise you to bookmark this page and check it regularly. At the start of the Academic Year our Study Hub teams offer induction services on the range of activities  available and our Academic Liaison teams go into lectures to talk about the activities and range of  services on offer from Learning Resources at all levels. I appreciate that some times this information  falls between the cracks. We will take your comments back to planning discussions and look for ways to  improve.

Tell Us survey feedback - printing

You say: Cheaper printing costs I have always had good help from the staff, access to enough resources and a good working environment and also the 24/7 system is fantastic We say: 2016 - 17 academic year the cost of colour printing is coming down. Our black and white printing is is offered at competitive rates. From September 2016 printing costs will be Black & White A4 single sided 5p per sheet A4 double sided 8p per sheet A3 single sided 10p per sheet A3 double sided 16p per sheet Colour A4 single sided 12p per sheet A4 double sided 22p per sheet A3 single sided 24p per sheet A3 double sided 44p per sheet Thank you for your kind comments about staff, library environment and 24/7, we really appreciate you taking  the time to let us know we're doing something right.  We look forward to serving you in the future

Tell us survey feedback - study space

You say: Have access and space for students who study at university, as there is a lot of students from other universities and colleges who use resources, therefore it hard to access PCs or space for revision. We say: We welcome visitors to  Learning Resources, however priority is always given to University of Bedfordshire students.External customers (ie students from other universities and colleges) cannot use our PCs so they cannot use PC workstations. Learning Resources is never so full that there isn't study space availabel although I do acknowledge that sometimes it may appear to be the case. You can always use the PC booking service to ensure you get a PC when you need it http://lrweb.beds.ac.uk/libraryservices/book-a-pc At Luton the new library (opening in July) will have bookable rooms as well as bookable PCs. These rooms will only be available to University of Bedfordshire staff and students.

Tell Us survey feedback - defacing books

You said:

Prevent students from defacing pages of the books with pencil, pen, or highlighters. It is noisy and rowdy at times and that includes the so-called silent areas especially the rooms. We say: Defaced books is a universal library problem. If anyone is caught defacing a print item from Learning Resources they will be charged the replacement cost of that item. The problem is catching someone doing  it. We need categorical proof before we can take action. Learning Resources has Silent floors at Luton and Bedford . These floors are monitored electronically so  if noise gets to the red light alert staff will attend and diffuse any noise the electronic monitoring is  backed up by staff patrols. If anyone is making a noise in the Silent area they will get one verbal warning.  If they are caught making a noise again they will be issued with a Written Warning and fall into the  3 strike regime of sanctions in Learning Resources. They will also be asked to move to a different floor. http://lrweb.beds.ac.uk/libraryservices/availableservices/codeofpractice/sanctions

Tell Us survey feedback - PCs and resources

You said: Get more up to date books and better computers. We need more up to date and relevant material. As most books are out of date We say: Learning Resources works constantly with academics to identify the best resources to support your studies. Materials are bought in line with the University's Academic Reading and Resourcing Strategy (please see below). They are identified in your Reading Lists and available electronically or in print on the shelves. ARRS The Academic Reading and Resourcing Strategy is designed to provide a coordinated approach to resource identification, allocation and use.  The Strategy has four interwoven objectives: To enable learning resources to be effectively and efficiently identified, purchased and refreshed. To ensure that the use of learning resources is an integral part of the learning process. To ensure that learning resources are accessible and their use supported by appropriate learning environments. To engage students as partners in learning resources and their use. Learning Resources PCs are refreshed every 3 years.

Tell Us survey feedback - academic support

You say: Academic support to be improved There is dedicated and and very helpful member of staff.  They are always helpful and hands on as I sometimes find it difficult to use applications on word.  There is one male who is forever helpful with microsoft and always wearing a smile on his face We say:  Learning Resources  provides 50 hours of support per week during term time. This is one of the best provisions of open access learning development  support in UK You can improve your assignment grades by visiting the Study Hub and accessing free professional support to develop a wide range of relevant and valuable academic skills. Three teams of specialists: Academic Liaison Librarians, Computer Skills Trainers and Professional and Academic Development (PAD) Tutors can help you develop your academic skills and improve your assignment writing and preparation techniques; leading to better grades and enhanced employability. Study Hub to get the skills that will maximise your academic success. The range of support can be seen on the What's On calendar. Why not book mark this page to keep up to date with what's on offer? http://lrweb.beds.ac.uk/studyhub/whats-on

Tell Us survey feedback - opening hours

You say:

improve efficiency, services and neatness Not all libraries run 24hr 7days, i comment your effort for that to lead future scientist, researchers etc. We say: we are always looking for ways to improve the way we offer services and would appreciate any input on this. Please feed through your suggestion to Tell Us or your course rep. University of Bedfordshire is the only institution in our region to have two libraries open 24/7 x 365. library opening hours reflect need and we review the opening hours every year.

Tell Us survey feedback - Food

You said: Not allowing student to eat on the pcs.  Sometimes it's covered with food Generally satisfactory We say: Food and drink, with the exception of non-alcoholic bottled cold drinks with secured lids and sweets, are not permitted in the University Library.  http://lrweb.beds.ac.uk/libraryservices/availableservices/codeofpractice/workingenvironment There are sanctions in place for anyone who disregards this requirement 3 Strikes 1st Strike: a one week library account ban. A record of this will stay on your library account for the duration of your course. You may make an appointment to speak to a senior member of staff who will explain the 3 Strike sanctions and will consider reinstating your accounts. 2nd Strike: two week library account ban. A record of this will stay on your account for the duration of your course. 3rd Strike:  three week library account ban. A record of this will stay on your account for the duration of your course. If it happens for a fourth time your library and network accounts will be closed for 6 months and you will not  be  allowed into the LRC for 6 months. Your Head of Department will be notified and any reinstatement will be done in discussion with your department and the University Librarian. In the new library (opening at Luton in July) there will be a cafe area on the ground floor and everyone will be able to eat there and dispose of food waste appropriately

Tell Us Survey feedback - chairs

You say: In the silent room on the second floor and third, they should be some chairs with arms to help people with disabilities to sit comfortable  while studying I feel happy with everything about the Library because most things required is always available. only if you can provide the arm chairs for disabled student with physical problem to enable them sit and stand when they are using the library in silent  We said: thanks for raising your concerns with us. I am very sorry that we don't have any chairs with arms in the silent areas. We specifically don't buy chairs with arms as they get damaged very easily. I have however taken two orange seated chairs from the Social Learning space and put one on level 2 and one on level 3. These chairs are at a PC workstation just inside the doors of the silent floor.  If you would like to make an appointment with Linda McCulloch linda.mcculloch@beds.ac.uk you can discuss your specific requirements and we can investigate whether we can accommodate your needs In the new library (opening July 2016) there will be standing desks so you can choose to sit or stand while you work at a PC there will be a wide variety of furniture which should meet your needs.

Tell Us Survey feedback - toilets

You'd like: provide convenience (toilet) at the silent sections  facilities available We say: Bedford Library does have a toilet on level 2. The current Luton Learning Resources Centre is confined in what can be offered by the design and layout of the building. A toilet cannot be installed on level 2 or 3 at Luton. The new building will be opening in July and there are a significantly larger number of toilets.

Tell Us Survey feedback - catalogue

You'd like:

It wasn't working especially when I needed it most.

Online library should be improved. You say: I am sorry that you have had problems with our catalogue and digital resources. Unfortunately we have been on the receiving end of some technical issues over the past month or so which have impacted on access to digital materials.The majority of these problems were out of the University's control. Learning Resources did try to keep students up to date with the issues and offer solutions. Our Digital Library Blog is the best place for the current state of play with any issues http://bedsdigital.blogspot.co.uk/ May I suggest that you book mark this page and check it regularly. If you experience any problems may I strongly recommend that you go to the customer service desk on Campus or ring during staffed hours to get the most up to date information and support http://lrweb.beds.ac.uk/opening

Tell Us Survey feedback - resources

You'd like: Looking at what assignments each course is setting and ensure there are a variety and multiples of each book. To avoid frustration of students when trying to write assignments. Services are good but there has been a lack of certain books for one or two assignments We say: Learning Resources works constantly with academics to identify the best resources to support your studies. Materials are bought in line with the University's Academic Reading and Resourcing Strategy (please see below). They are identified in your Reading Lists and available electronically or in print on the shelves. ARRS The Academic Reading and Resourcing Strategy is designed to provide a coordinated approach to resource identification, allocation and use. The Strategy has four interwoven objectives: To enable learning resources to be effectively and efficiently identified, purchased and refreshed. To ensure that the use of learning resources is an integral part of the learning process. To ensure that learning resources are accessible and their use supported by appropriate learning environments. To engage students as partners in learning resources and their use.

Tell Us Survey feedback - promotion of services

You'd like: Again good services but not promoted enough..

Better promotion of services in units or classes.. Especially for second and final year students

We say: Thank you for your kind words. We really appreciate you taking the time to let us know we're doing something right.  We look forward to serving you in the future.

 All our Study Hub activities are advertised locally on posters and on our online calendar here

http://lrweb.beds.ac.uk/studyhub/whats-on

I would advise you to bookmark this page and check it regularly.

At the start of the Academic Year our Study Hub teams offer induction services on the range of activities available and our Academic Liaison teams go into lectures to talk about the activities and range of services on offer from Learning Resources at all levels. I appreciate that some times this information falls between the cracks. We will take your comments back to planning discussions and look for ways to improve.

Tell Us Survey personal reply - ebooks

You'd like: everything I needed was provided except: -e-books should be easier to download -more journals  needed from developing countries, I struggle to get that We say: I am sorry that you have struggled with resources. It may be of use to you to talk with an Academic Liaison Librarian or go to a Study Hub drop in or work shop to help you with the issues you describe, email librarians@beds.ac.uk Study Hub events http://lrweb.beds.ac.uk/studyhub/whats-on In the meanwhile our web site has a wealth of information that may help you: ebooks http://lrweb.beds.ac.uk/digital/ebooks Subject Guide http://lrweb.beds.ac.uk/health There's a specific Resources for Researchers Guide http://lrweb.beds.ac.uk/guides/researchers

Tell Us Survey - Study Environment

You'd like: There is need to calm down the quite floor that is supposed to be calm and quite. As a matter of that, there is need to limit the number of people who are there to chat and distract the rest. Because enjoy every bit of the available resources in the library likewise the services. I must say am really satisfied with such services. Well done We say: Many thanks for your kind words. We really appreciate you taking the time to let us know we're doing something right.  We look forward to serving you in the future Learning Resources does not have quiet floors but at Luton and Bedford there are Silent floors. These floors are monitored electronically so if noise gets to the red lights staff will attend and diffuse any noise the electronic monitoring is backed up by staff patrols. If anyone is making a noise in the Silent area they will get one verbal warning. If they are caught making a noise again they will be issued with a Written Warning and fall into the 3 strike regime of sanctions in Learning Resources. They will also be asked to move to a different floor. http://lrweb.beds.ac.uk/libraryservices/availableservices/codeofpractice/sanctions

Tell Us Survey - On call assistance

You'd like: on call assistance

level of expectation is very . more digitalization in required

We say: during staffed hours the customer service desk is available for any level of enquiry if the member of staff on duty cannot help you they will call in an appropriate member of staff from the Study Hub or Library Technical team to assist.

The on Campus customer service desks are backed up by roving members of staff who work throughout the library during staffed hours and are available to assist at any time.

The customer service desk is also backed up by telephone service which   is available during staffed hours for any level of enquiry if the member of staff on duty cannot help you they will call in an appropriate member of staff from the Study Hub or Library Technical team to assist.

Digitization is a specific element of the Reading List service. Where ever individual articles and chapters of required reading material are digitized for ease of access and made available via BREO

Tell Us Survey - Study Hub events

You'd like: More communication about activities going on. There are things I hear about after they happen, which I would have liked to attended Again, just the way it is organised and the excellent staff that work there We say: I am sorry that you may have missed out on some of our Study Hub activities. All our Study Hub activities are advertised locally on posters and on our online calendar here http://lrweb.beds.ac.uk/studyhub/whats-on I would advise you to bookmark this page and check it regularly The Luton Learning Resources Centre has evolved as the space expanded. Unfortunately this has led to strange layout and book run trends. We are very fortunate to behaving a brand new library which should be open In July and I think you'll find the layout more logical.

Reservations

I have reserved 6 books and am hoping to be able to pick them up tonight as I am a part time student so am only on campus on a Tuesday evening. 

Is it possible for me to collect the books this evening please? Online it says that they are all available and are currently at the Polhill campus. 

I have looked at your library record and all 6 books you tried to reserve were sat on the shelves at the Bedford Campus Library.

This means you can collect the books from the shelves whenever you like. You can only reserve books if they are kept at a different campus or they are on loan to someone else

Dawson Era access

I’m a part-time masters student currently writing my dissertation. I’m coming across a real challenge in that some days I am not able to access books via dawson era - after I have logged in I get an error message that simply reads ‘null’. Have you any ideas about how I can fix this?

This is a known issue and it’s to do with cookies on your computer. Check our blog post at http://bedsdigital.blogspot.co.uk/2016/05/access-forbidden-message-for-uk-access.html. Clear your cookies and you should be OK.

Luton - Silent Study

My comment is about the silent areas for study, some students are turning the areas to be avenues for private discussions, especially in the night. Am worried about that as I do not have any place conducive to read in the night. I hope the University will make some effort to salvage it for the benefit of the entire students.

Overnight security patrol the library floors for safety and to maintain the study environment. Every effort is made to maintain the silent study areas and I appreciate your concerns. If you can report your concerns to security on level 1 at the time a disturbance is being made you could then relocate to level 3 which is another silent study area.

Bedford - praise for staff

Library staff Adriano & Kathryn really go the extra mile. So grateful :)

We really appreciate you taking the time to let us know we're doing something right.  We look forward to serving you in the future

Bedford - print job

Whilst printing out my work, a print error occured and I received 16 blank pages. I spoke to a member of staff who was the rude and aggressive when i asked for help and then refused to help me. Please can you contact me regarding this (8.3.16)

Thank you for bringing your concerns to my attention. Its been over two months since this incident so I am surprised that you are raising it now. I have investigated this incident and can report:

You approached the desk at 8pm 8.3.16. I believe you requested a refund for a printing error on your part. The University does not refund print costs for print jobs sent in error which is what happened here. 

I understand that you felt eligible for a refund as we could re-use the paper. Used printer paper cannot be re-used because it will have picked up molecules from the printer heads. You said to the member of staff that it was your own mistake because your very first words when you approached the desk were, "I've been a right doughnut..."

The member of staff was neither rude nor aggressive as witnessed by two other members of staff

There are staff available to help you with print queries at all times

Or you could use the information here

http://lrweb.beds.ac.uk/libraryservices/availableservices/printing

Bedford - staff

Some staff are really unapproachable and rude. Very unhelpful when requesting help tonight (8.3.16)

Thank you for bringing your concerns to my attention. I appreciate how difficult it is to say what your concerns are it would be helpful if you could give more details. I have followed this up with the team on duty and no-one can recall the interchange.

Luton LRC - External Customers

Told by security about no access to LRC from the end of this week. Told by security no access to Campus Centre either. Is this the case.

Thank you for your enquiry. Sconul Access membership gives you access to Learning Resources only you should not be going into other parts of the University.
Luton LRC is closing access to all external customers from Monday 16 May to prioritise LRC use for University of Bedfordshire students during the dissertation/exam period and in anticipation of communications regarding relocation.
You will have been sent an email to this effect about 2 weeks ago.
You will not have access to Luton LRC from Monday 15 May 2016. Look forward to seeing you in the new library in L Block from Monday 15th August 2016.