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FROM: "Judy Moorhead" <[removed]@yahoo.com>
REC'D: 2/28/00, 8:32 PM

Do any of your libraries have a suggestion box or
comment cards for patrons to fill out? I think it
might be useful but want to know if other libraries
have tried it and think it's a good idea.
__________________________________________________
Do You Yahoo!?
Talk to your friends online with Yahoo! Messenger.
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FROM: "Lynda Whitton-Henley" <[removed]@intcomm.net>
REC'D: 2/28/00, 10:19 PM

Hi Judy,

I set up a suggestion box when I first became the br. mgr. almost 3 yrs.
ago. It's still up, but we rarely have any slips put into it anymore.
I made some narrow slips with 3 areas to comment on, I think it had to
do with material, staff and hours.

Most comments had to do with "more books", longer hours, plus opening on
Sun., Complaints about a rude clerk, etc.

I probably should remove it for a time. It does help document for
performance evaluations.

Lynda Whitton-Henley
Northwest Br. Lib.
[removed]@intcomm.net

Judy Moorhead wrote:

> Do any of your libraries have a suggestion box or
> comment cards for patrons to fill out? I think it
> might be useful but want to know if other libraries
> have tried it and think it's a good idea.
> __________________________________________________
> Do You Yahoo!?
> Talk to your friends online with Yahoo! Messenger.
> <A HREF="http://im.yahoo.com">http://im.yahoo.com</A>

FROM: "Nora M. Armstrong" <[removed]@clsn1269.cumberland.lib.nc.us>
REC'D: 2/29/00, 7:24 AM

CCPL&IC does have customer comment cards and a suggestion box.

Nora Armstrong
Cumberland County Public Library & Information Center
Fayetteville, NC
(910)483-7878, FAX (910)486-6661
[removed]@cumberland.lib.nc.us

FROM: "Kim Rutter" <[removed]@lvdl.org>
REC'D: 2/29/00, 7:23 AM

Judy:

Our library has always had a suggestion box with prepared 5 1/2 by 8 inch
sheets printed with an invitation to "tell us what you think!" The director
empties it about 2X/month, and routes the suggestions to the dept. head to
whose area it pertains. Some suggestions are posted with the dept. head's
reply, sometimes we respond to the suggestor directly, and some, (obvious
cranks, axes that have already been thoroughly ground, etc) are not posted.
It seems to be a good vehicle for gathering ideas. We do change some things
because of patrons' thoughtful suggestions.

Kim Rutter
Lake Villa District Library (IL)
> -----Original Message-----
> From: Judy Moorhead [[removed]@yahoo.com]
> Sent: Monday, February 28, 2000 8:42 PM
> [removed]@maillist.nslsilus.org
> Subject: customer service
>
> Do any of your libraries have a suggestion box or
> comment cards for patrons to fill out? I think it
> might be useful but want to know if other libraries
> have tried it and think it's a good idea.
> __________________________________________________
> Do You Yahoo!?
> Talk to your friends online with Yahoo! Messenger.
> <A HREF="http://im.yahoo.com">http://im.yahoo.com</A>

FROM: "Barry Trott" <[removed]@mail.wrl.org>
REC'D: 2/29/00, 7:42 AM

Judy,

I answer the questions/comments/suggestions from the boxes at our two
buildings. We get a real mix of notes -- lots of suggestions for
purchasing new material, often phrased "get more books on X," some
requests for specific items , questions about policies (in this last
batch, there were several requests that we ban cell phones from the
library), often a bunch of thank you's, some complaints about balance in
the collection or about a patron not being able to access materials when
they wanted them (especially things like Value Line or other investment
information), etc.

I pass some of the suggestions off to the appropriate persons for
responses (e.g. requests for children's book to the Youth Services dept.),
and answer about 20-30 per month. The answers are posted on a board near
the circulation desk at one library, and out in the new book area in the
other. I think patrons enjoy this opportunity, and we do, on occasion, get
a comment about how useful the questions and answers are.

I hope this helps,

Barry

*******************************************************************************
Barry Trott 7770 Croaker Rd.
Readers' Services Librarian Williamsburg VA 23188
Williamsburg Regional Library Phone: 757-259-4050 or
[removed]@mail.wrl.org 757-259-7720
*******************************************************************************

On Mon, 28 Feb 2000, Judy Moorhead wrote:

> Do any of your libraries have a suggestion box or
> comment cards for patrons to fill out? I think it
> might be useful but want to know if other libraries
> have tried it and think it's a good idea.
> __________________________________________________
> Do You Yahoo!?
> Talk to your friends online with Yahoo! Messenger.
> <A HREF="http://im.yahoo.com">http://im.yahoo.com</A>
>

FROM: "Karen A.K. Keller" <[removed]@tln.lib.mi.us>
REC'D: 2/29/00, 7:49 AM

On Mon, 28 Feb 2000, Judy Moorhead wrote:

> Do any of your libraries have a suggestion box or
> comment cards for patrons to fill out? I think it
>
We do; we call them "Bright" Ideas (a take on our library's name).
Patrons may write anonymously or, provide name & address if they want a
personal response. We forward the comment to the appropriate staff area
and a response is printed up and we post them on a bulletin board in the
public area so that patrons may read what's been said.

It's an excellent method for getting feedback. This past January we also
did a customer survey to see how our public service desks were doing
(Circulation, Youth and Adult). The response was excellent and it was a
good morale boost for staff to get substantive feedback that the effort
they put out is appreciated and noted.


Karen Keller
Brighton (MI) District Library

FROM: "Viccy Kemp" <[removed]@ci.carrollton.tx.us>
REC'D: 2/29/00, 8:09 AM

The Carrollton Public Libraries have recently created a card entitled
"(please) Get This : a citizen recommendation for a library purchase." The
card is 5" X 8 1/2" and we printed it on bright orange stock to really stand
out. One side lets the patron fill in title, etc. and lets us know where
they found out about the book and gives their patron information if they
wish the book to be put on hold. The other side is for staff use only and
has all the bibliographic information needed for ordering. It has been very
popular with our patrons and very useful for me as the acquisitions
librarian for the system. We can keep track of what is ordered for patron
requests and gives us ideas about what our readers are interested in
reading.
HTH
Viccy Kemp
The opinions are my own; the library wouldn't want 'em!

> -----Original Message-----
> From: Judy Moorhead [[removed]@yahoo.com]
> Sent: Monday, February 28, 2000 8:42 PM
> [removed]@maillist.nslsilus.org
> Subject: customer service
>
> Do any of your libraries have a suggestion box or
> comment cards for patrons to fill out? I think it
> might be useful but want to know if other libraries
> have tried it and think it's a good idea.
> __________________________________________________
> Do You Yahoo!?
> Talk to your friends online with Yahoo! Messenger.
> <A HREF="http://im.yahoo.com">http://im.yahoo.com</A>

FROM: <[removed]@mpl.on.ca>
REC'D: 2/29/00, 8:19 AM

At 06:42 PM 02/28/2000 -0800, you wrote:
> Do any of your libraries have a suggestion box or
>comment cards for patrons to fill out? I think it
>might be useful but want to know if other libraries
>have tried it and think it's a good idea.
>__________________________________________________
>Do You Yahoo!?
>Talk to your friends online with Yahoo! Messenger.
><A HREF="http://im.yahoo.com">http://im.yahoo.com</A>
>

We have a suggestion/comment box and comment forms on a small table near
the entrance. Beside it is a binder where we put the replies. About once
a week we empty it and the comments are directed to the appropriate dept
head. There is a space on the comment forms for name and phone #, but
filling it out is optional. If people fill it out we will call them with
a personal reply, otherwise the comment and reply are typed up and put in
the binder. We do have separate forms for book complaints ( called
"request for reconsideration of library materials") and also "suggestion
for purchase" forms. These are both kept at the information desk and
handled by the information person. In theory we do not buy everything
requested via suggestion forms but in practice, we do buy most. If we
don't, it is usually because of cost and we hint that we would accept the
title as a donation,( but not too hard :>) An casual survey of staff has
decided we get more compliments, but more complaints are written down. Not
all of the comments are complaints however.

Mary
Mary Zadow
Milton Public Library
45 Bruce St
Milton, Ontario
L9T 2L5

FROM: "Maryann Bakken" <[removed]@linc.lib.il.us>
REC'D: 2/29/00, 8:49 AM

We do, both in the libary and on our web site. They all go directly to our
director who either answers them herself or parcels them out to appropriate
staff people. Some involve items that patrons think should be added to (or
subtracted from) the collection, comments or complaints about service,
praise or criticism of staff, and so forth. For those unsigned comments
whose authors we cannot contact directly, we keep a notebook at the main
circulation desk, with the suggestion box and forms, in which we place the
comment and the answer.

Mary Ann Bakken
St. Charles (IL) Public Library

> ----------
> From: Judy Moorhead[[removed]@yahoo.com]
> Reply To: [removed]@maillist.nslsilus.org
> Sent: Tuesday, February 29, 2000 8:11 AM
> To: [removed]@maillist.nslsilus.org
> Subject: customer service
>
> Do any of your libraries have a suggestion box or
> comment cards for patrons to fill out? I think it
> might be useful but want to know if other libraries
> have tried it and think it's a good idea.
> __________________________________________________
> Do You Yahoo!?
> Talk to your friends online with Yahoo! Messenger.
> <A HREF="http://im.yahoo.com">http://im.yahoo.com</A>
>

FROM: "Fiction_L" <[removed]@nslsilus.ORG>
REC'D: 2/29/00, 11:01 AM

Hi Judy,

Yes, we have a customer comment form. We call it "How are we doing?" That
phrase seems to catch the eye. Staff are quick to hand the form to people
who complain or who want to make a suggestion. Although we don't get as
many comments as we did when I first set it up we do continue to receive
comments. I have received many good ideas this way. It is also a terrific
opportunity to correct mis-information. Many of the
comments are compliments which makes everyone feel good. If the patron
gives his name and address or phone number I call or write them back. If it
is an anonymous comment I usually post the comment and my response on the
library information board.
Over the years I have shared comments with the library board and the First
Selectman. It has been a good way to document problems and successes.


Laurel Goodgion, Director
Portland Library
20 Freestone Ave.
Portland, CT 06480
email: [removed]@portland.lib.ct.us
phone: (860) 342-6771
fax: (860) 342-6778

----- Original Message -----
From: Judy Moorhead <[removed]@yahoo.com>
To: <[removed]@maillist.nslsilus.org>
Sent: Monday, February 28, 2000 9:42 PM
Subject: customer service


> Do any of your libraries have a suggestion box or
> comment cards for patrons to fill out? I think it
> might be useful but want to know if other libraries
> have tried it and think it's a good idea.
> __________________________________________________
> Do You Yahoo!?
> Talk to your friends online with Yahoo! Messenger.
> <A HREF="http://im.yahoo.com">http://im.yahoo.com</A>
>

FROM: "Jodi Sapita" <[removed]@lib.naperville.il.us>
REC'D: 2/29/00, 11:04 AM

At my library we have a comment box for general patron comments as
well as suggested purchase cards for books that we don't own. Both
are very helpful.


Jodi Sapita
Reference Librarian
Nichols Library
Naperville, IL

FROM: "Lucy Lockley" <[removed]@mail.win.org>
REC'D: 2/29/00, 12:14 PM

Judy:

My library district has had Comment Cards and Suggestion Boxes in all our
branches for many years. The cards and boxes are placed in numerous
locations in each branch, at the Checkout counter, at the catalog stations,
at the Reference desk, etc. The branch managers look at all the comment
cards (on a weekly or monthly basis) and pass any that are system-wide
considerations on the the Assistant Director and Director. All comments
are reviewed and the patron re-contacted if necessary.

We get comments such as how helpful the staff are, always a morale booster,
and suggestions for adding material to the collection. We get comments on
bad service and lack of material too and those can be useful also. When
the patron actually fills out their name and phone number the branch
manager will contact them for further discussion or information if the
'comment' warrents. Sometimes the patron does not give any contact
information and we cannot let them know what will be done but that's the
way it is at times. Some comment cards are filled out by individuals for
"fun" and often those are of no use but we do look at them.

We also have a Comment e-mail connected with our online catalog and patrons
use that also. Most of those comments so far, I believe, are concerning
whether or not the patron found what they were using on the online catalog
or if they had difficulty using the system. These are useful also
especially as our online catalog just came up last year.

All in all, the comment cards and suggestion box do seem to be a positive
asset for our district. Especially as a customer service option and for
promoting public relations on a more one-on-one basis.

Hope this is useful. If you wish any further information you can e-mail me
directly.


Lucy M. Lockley, Reference Librarian
Collection Development Coordinator
St. Charles City-County Library District
McClay Branch Library
St. Charles, MO
636/441.6454 FAX: 636/441.5898
e-mail: [removed]@mail.win.org
__
| \
| \
[removed]@##########]==========================================================>
\\ | /
\\__/ / Touche!
\___ __/

FROM: "Jeanne Etling" <[removed]@ccs.nsls.lib.il.us>
REC'D: 2/29/00, 3:42 PM

We do have suggestion boxes throughout our library and they are most
helpful. Just a hint, however: if you have forms for patrons to fill out,
have the printing on both sides, or print some bit of information on the
back. We have found that whenever we have forms like this or
informational forms, whatever, if the back is blank they are used for
scratch (instead of the paper provided which is often right next to it!)
ho hum,

Jeanne Etling
Dundee (IL) Township Public Library District

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