Customer comments and responses

This is a selection of the comments received by the Richmond upon Thames Libraries Department

Stock

Every time I want a book it has to be ordered. Why can’t all libraries have a full & varied selection of books?

A: Our smaller branches are limited in terms of space and therefore do not carry the same range of stock as larger branches such as Richmond or Sheen for example. We do make every effort to buy items in response to public demand and purchases are made by our specialist librarians based on what is currently available and data which tells us which areas of stock are most heavily borrowed. Please speak to a member of library staff if you cannot find the type of books you would like.

Thank you for reintroducing the Dewey shelving system at Sheen library. Readers can now find the books of their choice much easier than with the previous subject grouping.

A: The changes to shelf organisation have been made in response to feedback from library users.

Now that I’ve retired I can make fuller use of the library service and have borrowed CDs and course books to help me with foreign language learning. The staff have been really helpful.

A: We’re delighted that you’re finding the resources you need. We will pass on your thanks to the staff at your local library.

DVDs

In some libraries DVDs used to be displayed in categories such as ‘Thriller’, ‘Comedy’ etc. Why do you now group them by certification instead? It was much easier to browse titles using the previous method.

A: We keep the films in groups of their certificate level so that customers know which section to look at depending on their viewing requirements.We implemented this way of DVD arrangement in direct response to feedback from customers. If you are looking for a particular title and are unsure where to look, staff will be happy to assist you.

PCs

Today, for the second time in the last few weeks, all of the public access computers have been out of use at my local library. This is very disappointing as I have no other access to PC facilities.

A: Many different factors can affect our provision of ICT in libraries and it is unfortunate that we had a series of incidents close together which severely limited our service. We are currently working with our ICT provider to ensure we have permanently fixed the recent problems.

Information

Would you be able to give me some advice regarding publicising events on our local library’s notice board?

A: Display depends upon the availability of space at the library and acceptance of posters and leaflets is therefore at the discretion of the library manager. Please note that hand written posters and posters larger than A4 are not accepted.

Opening times

Would it be possible to open smaller branch libraries at lunch time, particularly on a Saturday? Local residents would be able to make more use of the library at this time?

A: We have recently extended the opening hours at Hampton Hill Library to coincide with its relocation to new premises in Hampton Hill High Street and have ensured that the library no longer closes for lunch on Wednesday, Friday or Saturday.