Customer comments and responses

In February 2010 customers took part in a survey about their local library service. Here is a selection of questions and comments we received about Richmond Upon Thames Library Service and our response.

ICT

Can you install a web browser other than Internet Explorer, in particular Firefox?

We do not offer alternative web browsers because they cannot be locked down in a secure manner and controlled centrally in the same way as Internet Explorer. With a public network of over 150 PCs security has to be paramount, particularly to protect our users against threats from malicious software. Other web browsers do not currently offer any centralised management solution for securing the network. If a solution is developed, we will consider their installation alongside Internet Explorer to give our users more choice.

Can you provide longer access time on the computers?

In setting the parameters for free computer use in libraries, we have to balance the desire of our users to maximise their own personal use of our PCs with the need to limit the time available so as many users as possible can benefit from our IT equipment. We have experimented with different settings and have found that our current parameters balance the needs of individual users with equal access for all.

Will Libraries have Wifi installed?

In view of the increase in users wishing to study using their own laptops, we have plans to introduce WiFi technology into our libraries.

Can you provide more power points for laptops?

Unfortunately we are currently unable to provide additional power points for laptops.

Stock

More classics are needed in libraries

Librarians always purchase new editions of classics when they are reissued. They also make every effort to replace those volumes that are worn out or damaged. The store at Twickenham Library also provides a further source of minor works, or extra copies which can be accessed through Twickenham Library or the reservation system.

Less books inspired by trivia and passing fads

The stock in Richmond Libraries is reflective of the titles currently being published commercially. Books on popular culture are purchased in response to customer requests. Librarians monitor the usage of the stock in libraries and reduce the levels of items that are less well borrowed by customers. Popular stock will continue to be purchased to satisfy demand and to retain a balanced stock overall.

More science books

Science is a wide subject area. Popular science is covered extensively within the library service's stock: the stock ranges from introductory level science books at our smallest libraries up to undergraduate level books at our largest libraries. Further details are given in our stock policy. We are always happy to read stock suggestions for particular titles from readers and you can use one of our suggestion forms for this purpose.

DVDs are too expensive and overdue charges are excessive

We are currently investigating different charging models, which would provide a cheaper option to customers who pay a subscription.

Facilities

Customer Toilets

We are aware of the need to have public toilet facilities in our libraries for the benefit of our users so, as buildings are refurbished, we do install public facilities wherever possible. Teddington and Hampton Hill Libraries now have fully accessible public toilets.

Libraries are too noisy

Libraries play an important role in encouraging the development of language, literacy and love of reading in children and we try and make libraries places children and young people feel welcome and at home. If public libraries are to thrive, it is vital that younger generations grow up appreciating them and their value to the local community. Children's events are clearly advertised in the library in advance, so that users are aware of times when libraries are likely to be noisier than usual and can adjust the time of visit accordingly.

Earlier opening times and more late nights

Twickenham, East Sheen, Whitton and Teddington Libraries are now open earlier, from 9.30am on Tuesdays, Thursdays and Fridays. Richmond and Hampton Libraries open at 9.30 on Mondays, Tuesdays, Thursdays and Fridays. There are plans to hold a public consultation later in the year regarding library opening hours and there will be an opportunity to indicate preferences for evening opening.

Smelly customers in libraries

When alerted library staff can and do ask people to leave the library if they fail to abide by the libraries bye-laws and the code of conduct. This includes library users who are considered by the staff to be "offensively unclean in person or in clothing".