Tell Us

Thank you for your feedback. Other students have also requested further water dispensers within the building and we have asked colleagues in Estates to investigate further provision. This has proved more complex than anticipated.

When you wished to use the water dispenser it was temporarily cordoned off due to a water leak. This was resolved and the dispenser was back in use as quickly as possible.

There are alternatives water dispensers around campus with the closest to the library in Queen’s building is located in the refectory. 

We remain committed to our sustainability strategy and continue our conversation with colleagues in Estates.08/05/2024

Thank you for using a paper feedback form to tell us that you'd like more larger study spaces.

We're not able to increase the size of the library to accommodate this request. However, did you know that you can use any of the open rooms on campus to study in as long as they're not being used for teaching? And if you need a booked space you can do so via the Room Bookings page on MyARU: https://myaru.sharepoint.com/sites/student-life/SitePages/room-bookings.aspx25/03/2024

Hi,

Thank you for your feedback.

In the last year or so we have conducted UX studies in the library around what types of furniture students do and do not like when studying in the library.

The result of these studies have helped us purchase furniture conducive to help students with their studies.

We will take your comments on board to help develop our study spaces further.

28/02/2024

Hi,

Thank you for your feedback.

I have sent your complaint onto the Estates and Facilities Team.

They have sent out the cleaning team to check and make sure toilet facilities are clean.

Toilets are cleaned daily and monitored regularly throughout the day. 28/02/2024

Hi,

Thank you for your feedback.

The Tindall building is open 24 hours when the library is closed to use as an alternative study space.

Whilst this is not the outcome you hoped for we are working towards other solutions.

21/02/2024

Hi Sarah,

Thank you for wanting to recycle our rubber bands. We will reuse the rubber bands for as long as they last. There's a receptacle for rubber bands and a tray for request wrappers on one of the shelves where you pick up requests, and we've labelled both.

If it would be helpful, any of the library team would be happy to point out the shelf and can be asked when you're next in the library.

Kind regards,
Theresa06/02/2024

Our resources are spread through the floors so some materials will be on the silent floor.
You can always take books to other floors where you can talk and if they are heavy to carry we have wheeled book baskets available to help you move the books.30/01/2024

Thank you for passing us your wish.

If you weren't aware, we have individual study pods on the first and third floors of the library in Cambridge. On the first floor they're at the start of the print journals, and on the third floor they're located in the central area between the stairs to the lower floors.

We also have individual study carrels on the third floor for those that find being surrounded in pods a bit claustrophobic, so it's just the desk space that's enclosed.

The library wants to cater to a variety of study needs so we have a variety of study spaces. We've recorded the desire for more of the individual study pod spaces and will consider that when we're making decisions around the study spaces in the future.

28/09/2023

Hi,

Thanks for contacting us. This is really a question for the Estates and Facilities team here, so we asked them.
They confirmed that there are indeed showers in the Mildmay Gym at the far end of the campus in Chelmsford.
I hope this helps,

Kind regards,

Diane Hilton
Customer Service Manager, Chelmsford15/06/2023

Thank you for your feedback and for taking the time to share your positive comments about the library space and service. We work hard to provide a comfortable working space for those using the library and to provide requested resources in a timely fashion.

I am sorry you experienced difficulties and frustration with printing in the library. I am passing your comments regarding printing on to our colleagues in ITS and ARPS, as unfortunately we do not manage the printers or printing service. 12/06/2023

Hi Julie,

Thank you for getting in contact with us and taking the time to leave such positive feedback.

We are pleased to hear that our staff have been able to help you with you with accessing books, Wi-Fi and study spaces and make you feel welcome in your journey back into studying.

I have passed on your comments to Holly. 24/05/2023

Hi there,

Thank you for your feedback. We have passed on your comments to the Estates and Facilities team and they have responded:

'Thanks you for your query/complaint below which has been passed to me to respond to.

The toilets in Queens are cleaned every morning between 0500-0900hrs and the checked every hour between 1000-1900hrs Monday-Friday. They also get cleaned and checked at weekends but less frequently. Obviously they can get messy in between times and should you ever find a cleaning issue, please report it to our facilities helpdesk and we can get cleaning staff to respond asap.

I hope that answers your query and sorry if you found the toilets messy at any stage.'

15/05/2023

Thank you for contacting us with your comments about our Cambridge library and facilities.

We work with our colleagues in Estates and Facilities to ensure that the library is clean for our customers, so thank you for bringing this to our attention. Estates have confirmed that there is a regular cleaning schedule, which includes extra cleaning hours during the library’s 24/7 opening. Additionally, if we spot or are alerted to a cleaning need between the scheduled cleanings, we will contact Estates and Facilities who are prepared and able to do reactive cleaning throughout the day for small additional, missed or unexpected messes.

We apologise for the inconvenience of the lift being out of order. We are in communication with the contractors who maintain the More >>21/04/2023

Thank you for your feedback.

We have passed on your comment to Estates and Facilities. We are liaising with Estates to see if provision of water fountains can be increased. There is water available on the Ground Floor of Queen’s café area, The Link on the First Floor and by the toilets on the Second Floor in the computer suite.

10/03/2023

Hi there,

Thank you for your feedback regarding the automatic doors in Chelmsford Library. I have passed on your feedback to Estates and Facilities to look into and resolve.

If you have any further questions please contact us at ask@aru.libanswers.com 02/03/2023

Thank you for your feedback. We have passed on your comments to the Library Security Team for comment. As you did not provide us with contact details if you wish for us to investigate the incident further please contact us at ask@aru.libanswers.com20/02/2023

Thank you for your feedback.

We recently sent out a survey to all medical school students for your feedback about library facilities, opening hours and study spaces. We are currently working on the feedback from this survey.

We are liaising with Estates to see if provision of water fountains can be increased. Water available on the Ground Floor of Queen’s café area, The Link on the First Floor and by the toilets on the Second Floor in the computer suite. We have passed on your comments for better catering facilities to the Catering Manager for comment.

There are facilities at the Students' Union in Cambridge and Chelmsford for access to hot water and a microwave, and in Peterborough these facilities can be access on the ground floor seating More >>10/02/2023

Thank you for raising the issue with us. Obviously we would like the toilets and workspaces in the library to be clean when you and other customers use them. Cleaning is provided by colleagues in Estates and Facilities, so we passed your complaint onto them. Here is their reply:

Firstly we would like to state the planned routine cleaning for the area:
The toilets in Queen's building are cleaned between 05.00 and 09.00 Monday to Friday also they are checked every 2 hours throughout the day until 19.00. At weekends they are also cleaned between 0500 and 09.00. There are no cleaners after 09.00h on a normal weekend unless there is a specific event.
The area in question is cleaned daily Monday-Friday (with limited cleaning at weekends).
We also More >>04/11/2022

Hello. Thanks for taking the time to leave feedback. We have passed your comments onto the catering team. Kind regards,

Diane Hilton
Customer Services Manager27/09/2022

Hello,

Thank you for your feedback regarding QUE117. The room has not been available this semester. QUE117 is currently being managed by Estates and Facilities and the room is under going a refurbishment.

05/07/2022

Thank you for your feedback.

The library at ARU Peterborough will be located in the ‘University House’ building which will be open from 8am – 8pm, Monday to Friday. These hours will commence from the beginning of Welcome Week on Monday 12 September 2022.

We will monitor student demand and keep these hours under review as more students are recruited to courses based at ARU Peterborough.
01/07/2022

Thank you for your feedback regarding the wellbeing space. We have tested the windows in the wellbeing space (QUE102) and they both open for ventilation. We have put up more signage stating that the room is not for study purposes. Our wellbeing team monitor the space to make sure that the area is being used in an appropriate manner and our security team have been informed to check in on the space during their patrols. We are in the process of looking at more group study areas for students within the library space. 16/05/2022

During evenings and weekends there are library security staff on duty. At times they should be patrolling through the library to check on the study environment but this patrolling is not 24/7 as they have other duties.

You can notify them of any noisy conversations in quiet or silent areas via our Text-a-Talker service which they monitor when library staff are not available.
At Cambridge text 07597 525917
At Chelmsford text 07935 009871

You can also report any noise in person to the security staff member on the ground floor.29/04/2022

If you're being disturbed by noise on one of our Quiet or Silent floors, just text us to let us know, and a member of staff or library security will attend.

If you are being disturbed by someone eating or leaving a mess near you, feel free to alert us about this too.

At Cambridge text 07597 525917
At Chelmsford text 07935 009871
*texts are charged at your standard network rate. We won't reply to your text, but we do record the action that we take.

You can also let us know at our Help Desk on the ground floor25/04/2022

Thanks for letting us know. We'll contact you to ask if there are more details about the issue you encountered so we can investigate fully.25/03/2022

I’m so sorry to hear that you were not able to use the ground floor rooms over the weekend. Thank you for alerting us to this problem. We agree with you that rooms not in use to deliver services could be made available for student study. We have contacted our colleague who administers the access control system to ensure the rooms will be available over the weekend and evenings as expected.

Thank you for your comments about the ground floor rooms and available student study space in the building.
Prior to the recent refurbishment the ground floor of Queen’s had 6 study rooms used for both individual and group study and 2 consultation rooms available for Library staff to hold appointments with students.
During the refurbishment colleagues in other areas More >>08/02/2022

Thank you for your feedback.

We have been in contact with IT services and confirmed that we used to have 19-inch monitor screens within the library and that these have been updated to 24-inch monitor screens in the library. We have not had double monitors within the library spaces for a few years now.

The new monitors are bigger than the ones previously. IT services have advised you can use the split screen feature to be able to work on multiple things at the same time. To do this you need to press Windows key+ left/right arrow.

We hope this is helpful.
26/01/2022

Sorry you have found some books unavailable from a reading list, the library collection policy is to have at least one copy of every item on a reading list.

Your Subject Librarian will be in contact with you directly to ask for more details of the reading list so it can be rectified if items are unavailable20/12/2021

Thank you for contacting us and sorry you have felt frustrated with our service today.

Based on the timing of your feedback I think you are referring to external membership. As stated on our website, due to Covid-19 distancing we are prioritising access to our libraries to just our current students and staff.
We are not accepting any external membership applications and all existing external memberships have been frozen and we hope to resume these when possible in the future.

Memberships will reopen in line with the national SCONUL scheme.

In regards to mask wearing and social distancing, I refer to the University’s safe and inclusive campuses webpage. https://aru.ac.uk/coronavirus/safe-inclusive
06/10/2021

Unfortunately all the thin clients are unavailable and IT Services are working on resolving the issue. We were hoping this issue would be resolved last week but we are now signposting the working computers as these are only available on the ground and first floors.

The desk cleaning has already been raised with the cleaning team who started a deep clean today and we will continue to monitor the desk cleaning in future.05/10/2021

We have received several pieces of anonymous feedback this week that do not give enough detail for library staff to be able to investigate further. If you have submitted this feedback, please do contact us again with specific further details (date/time/location/description of incident etc) so that we can address and resolve the issues raised. You can of course choose to remain anonymous, but if you do include your contact details we would be able to discuss the matter with you confidentially. Thank you. 02/07/2021

Thank you for taking the time to provide this feedback. I’m sorry that you are disappointed by the change to the opening times of individual study spaces on the ground floor. We agree we would prefer to reward the students who use this space as expected rather than have to withdrawn access.
The reason for the closure of the study rooms overnight is because of a serious complaint made to the University via the Health and Safety Executive about students ignoring the one person only rule in the study rooms. This decision was not undertaken lightly. These rooms will reopen again at a later point as dictated by government guidance and our risk assessment of the situation.

I am also concerned that you have found the upper floors are not quiet and expect that the More >>13/04/2021

Thank you for taking the time to leave feedback. On this occasion we received a text-a-talker complaint and patrolled the area – the text was very descriptive and this was how we identified you. My colleague offered you other places to sit in the library where you could talk more freely without disturbing other students. We continue to ask students to use the study spaces for individual study and not as a group. Please wear a face covering at all times including when seated at study spaces even in individual study rooms.

ARU requires you to wear a face covering in all indoor areas, including teaching spaces:

https://arustudentnews.blog/2021/03/08/do-i-need-to-wear-a-face-covering-on-campus/
09/04/2021

Due to the Covid-19 the windows are open to let in fresh but very cold air to ventilate the study areas when normally they would be closed.
Estates are currently investigating the heating as it should be running to a higher temperature than normal to help combat the cold air ventilation and it is not heating as it should.25/01/2021

We are sorry that our member of our Customer Services team came across as dismissive and we will review this interaction with the team member concerned.

Please be aware that with the lockdown we cannot go to the printers with you as we must keep to the strict 2m physical distancing for your health and ours.

If you need help with the printers we can only advise at a distance and help you log your problem with Anglia Ruskin Printing Services (ARPS@anglia.ac.uk) who manage all the printers around the campus including the library.12/01/2021

I’m sorry you have found it cold in the building. Yes, we agree that the Library at Chelmsford has been cold in recent weeks and we have been working closely with colleagues in Estates and Facilities to try and get a better balance. Until the building work is completed the usual heating for the ground floor is not in place and this is temporarily making it even cooler than usual. We have the atrium windows opening on the suggested best practice settings to provide required ventilation and when it’s really cold outside we request that the windows are closed most of the time.

The Queen’s building is a green building and is designed to have minimal heating provided by hot pipes around the perimeter of the building and warm air then provides an air curtain over the triple More >>10/12/2020

Thank you for contacting us regarding the IT Suite. The library is cleaned daily before opening, and then further cleaning of ‘hot spots’, such as door handles, are done throughout the day. PCs are only deep cleaned by IT each summer. I will pass your comments about the toilets to Estates and Facilities.

We have provided antibacterial wipe stations around the libraries, so you can wipe down your study table and the PC keyboard and mouse when you arrive to use a study space and when you finish using it. I’m glad these have been helpful to you.

We will be extending our opening hours once the lockdown has lifted, and from 3-18 December we will be open 8.30am-Midnight, Monday-Friday, and 10am-Midnight at weekends.

We have maintained a More >>01/12/2020

Due to lockdown2 we reduced opening hours following government advice. Opening hours will be reviewed again shortly when the current lockdown ends.25/11/2020

Thank you very much for your email. I agree that the presentation of these instructions may be unclear especially to those unfamiliar with UK naming conventions. We will review our guide and see if we can make these instructions clearer.

Best wishes

Ros Francis
Academic Services Manager - Chelmsford23/11/2020

I appreciate you taking the time to comment. Our three site libraries will be opening for limited hours (please check the Opening Hours pages) from the 1st September. We will be opening for longer hours at the start of Trimester 1. As campuses have only just reopened, we are starting to prepare our libraries to be COVID-secure.

I'm sure you understand that there are many things put in place and we expect it to take around three weeks. Access to the library shelves and study spaces will be unavailable during this time as we work to provide safely distanced study spaces and designated travel routes round the libraries, as well as completion of the installation of Perspex screens at help points and between study spaces. At Chelmsford we are More >>04/09/2020

We're so pleased that Rebecca was able to help during your appointment. All our staff work really hard to make sure each student gets the most out of their appointments - even when we do them online.

Ros Francis
Academic Services Manager - Chelmsford04/09/2020

I'm sorry that you've found one of our staff rude. Due to the time of your comment, I assume this relates to our evening staff, so I will raise this with our contractor who provides our overnight staffing. If you would like to provide any more details please get in touch with us through ask@aru.libanswers.com .

Hannah Fogg
Assistant Director - Customer Services13/03/2020

Thanks for contacting us, I'm sorry you are finding other students noise intrusive.
We have colleagues walking the building every half an hour. If you would like to use the text-a-talker service
at Chelmsford text 0750 725 5468 and state the floor and someone will go to the area.

Kind regards,

Diane Hilton
Customer Services Manager
Chelmsford12/03/2020

Hi,

We have had several comments from students wanting longer opening hours recently.

Last summer we reviewed all our data and found that very few students actually used the library overnight before teaching week 6 and set our opening hours for this year accordingly.

The good news is that from next week we are indeed open 24 hour hours on weekdays and when there is most demand around assessment time this increases to 24/7.

To see the full opening hours please check https://library.aru.ac.uk/about/openhours.html.

Thanks for taking the time to comment.

Kind regards,

Diane Hilton
Customer Services Manager
University Library
Chelmsford
20/02/2020

You can book study rooms and pods right up to the booking start time.
You can also check to see if rooms/pods are available at Cambridge & Chelmsford,
and if they are not booked and unoccupied you can use them (until such time there is a booking.)03/02/2020

I think you are studying at Guild House, Peterborough?

The Estates team open the building at 8am so you will not be able to enter before this. When the building is open, you can use the computers and print in the break out area on the first floor or you can use the computer suite based in room 101.24/01/2020

Thanks for getting in touch.

The original blackhole mailbox was created as a non-monitored mailbox for sending booking confirmations to students (the reason behind the name was from the astronomical Black hole where nothing can escape).

I can understand how you might see it as a bit “dark” so we’re going to be setting up an alternative “no-reply” email address which is less ambiguous.

Thanks for your feedback!

Regards,

Andrew Boulden.
Website & Digital Solutions Developer
University Library
19/12/2019

Hi,

Thank you for your feedback. It's nice to know that the laptops are being well used, sorry that they were all in use at that time. We do have PC's on all floors including a dedicated computer suite on the 2nd floor at Chelmsford. I hope you were able to find a suitable alternative space to study in these zones.

Kind regards,

Diane Hilton
Customer Services Manager13/12/2019

Thank you for taking the time to comment on these issues.
I'm sorry that you have experienced such a mess. Cleaners come in in the early morning, so may have not yet had an opportunity to service that room. Should you be unfortunate enough to have this happen please do report it at the desk or via the text a talker service and we will arrange cleaning or deal with people talking or eating on the upper floors or any other disruption.

We quite agree that the snacks on the ground floor only works when customers clear up after themselves.
We have changes to notices along the lines of your suggestion in hand and these will be going up soon.

Our routine building walk aims to walk the building at least every half an hour, but does rely on others being More >>21/11/2019

Dear medical student,

Good news for you and anyone else who wants to use a desk at a different height.

At Chelmsford we have 3 adjustable height desks. They are on the ground floor on the lefthand side by the windows. Two are electrically operated and one has a handle that you can get from the person at the reception desk. There are height adustable desks at Cambridge too.

Thanks for asking.

Kind regards,

Diane Hilton
Customer Services Manager, Chelmsford
11/11/2019

Thanks for getting in touch, and we do understand that it’s frustrating for you that we don’t offer this service. It has been suggested before, so this summer we reviewed how we manage requests and looked again at the possibility of a ‘click and collect’ service.

Our current policy provides a way to get access to items that aren’t currently available on the shelf at your ‘home’ library. We have trialled a service that would allow you to reserve books at your library, but found that this doubled the workload in this area for our staff, while more than a third of requests were never picked up. This also means that items waiting to be collected weren’t available to anyone else in this time. When we’ve asked library users about this in the past, they felt that More >>06/11/2019

It would be helpful to know which site library you are referring in order to follow this up?

We will remind all library staff to be aware when working in the library that they keep their necessary conversation to an appropriate noise level.08/10/2019

Food is not allowed in the library at Guild House as we want to ensure the library is a safe place for those who want to study without concern for food intolerance or mess from eating. There are several other areas to eat (first and second floors) so students are encouraged to take regular study breaks and eat elsewhere.
23/09/2019

Thank for your comments which you left at our helpdesk overnight.
The library is usually open 24/4 during semester, opening continuously between 8am Monday and midnight on Friday. There have previously been some periods of 24/7 opening during busy assessment times.
Opening hours are set based on anticipated demand, previous usage patterns, and submission/examination dates.
I will pass your comments onto the team who review our opening hours.

Thanks,

Natalie

Natalie Brown BA (Hons) MA
Customer Services Supervisor
02/07/2019

Thanks for getting in touch with us our staff haven't noticed any particular issues today, so perhaps this happened recently or is a general concern? If you have any more detail you can share on which site you're at, where the problems usually are, or what times of day this is, it would be really helpful.

Do speak to our staff at any time if noise is disturbing you you can do this at the helpdesk or by email or chat, or using our text-a-talker service.

Thanks,

Hannah Fogg
Assistant Director - Customer Services21/05/2019

Thanks for your comment, and we’re sorry you feel access is awful. We’d really like to understand more about the problem – eg is it that we’re not subscribing to the content you need, or is the process of finding it too complex through our library search pages? If you’re happy to give more information please contact me at birgit.fraser@anglia.ac.uk.

Birgit Fraser
Content Services Manager22/03/2019

Thanks for getting in touch with your feedback. You didn’t mention whether you’re in Chelmsford or Cambridge, so I’ve tried to cover both options below!

On the zones, we’ve aimed to have signage as you enter each floor. One place we know may be confusing is the second floor in Chelmsford where we have open access PCs in one atrium and quiet library space in the other. If there’s a particular place you feel needs clearer signing let us know – we’ll review it ourselves as well.

We’ll consider your suggestion on wipes, but as we prefer not to have too much clutter at our helpdesks we’ll look at alternative ways we could support this. In the meantime I’d like to reassure you that the cleaners wipe all the desks regularly, and our IT colleagues More >>19/03/2019

Hi,

Thanks for taking the time to comment. I'm sorry you were being disturbed by others. We aim to walk the building at least twice and hour.
If you are being disturbed in this way please do use the text-a-talker service and we will take further action.
At Chelmsford text 0750 725 5468 and let us know which floor or area to target. Or you can come down to the Helpdesk or speak to the guard on duty overnight.
We want the quiet and silent areas to remain as advertised - quiet and silent!
Kind regards,

Diane Hilton
Customer Services Manager14/03/2019

As part of the university’s move towards a cashless campus, print credits can now be purchased either online or using a card at the machines. We have passed your comment to Anglia Ruskin Print Services (ARPS) so they are aware of your concerns.

Hannah Fogg
Assistant Director - Customer Services01/02/2019

We get a lot of our journal content through large database packages and sometimes the content does change. We have the Canadian Journal of Zoology from 2006 onwards (minus the current 12 months) through ProQuest. It would be really useful to know what sort of content is needed and I’d be happy to meet up to talk about different access options. We also have our InterLibrary Loan service which is designed to provide major project and postgraduate students with articles you’d like that aren’t included in our subscriptions quickly.

Andrea Packwood, Subject Librarian14/01/2019

If you have mobility issues please let us know, we can make arrangements for you to be able to sit at points on the tour and use the lift.

11/01/2019

Thank you for your feedback. We have a "report a problem" feature on Library Search which sends a message to our staff if there is anything unexpectedly missing from our online resources. We don't recommend using a search tool like Library Genesis as that uses unauthorized access to licensed materials! I'd suggest getting in contact with your subject librarian to explore more legitimate ways of accessing content.

Martin Case, Subject Librarian08/01/2019

The University Library concentrates on supporting RefWorks, which we've purchased for use as our primary reference manager. We do have some information on using Mendeley on our web pages, but our staff are not all experts in Mendeley.

If you contact your subject librarian, they may be able to arrange something for you and your colleagues.

Thanks for letting us know!

Rebecca Mackle, Subject Librarian
07/01/2019

We always try to buy e-books when they are available for libraries, especially books from reading lists. As your Subject Librarian, I’m always very happy to have suggestions for books to buy for the library too. We have just started two projects which add a lot more e-books to Library Search – we’ll purchase some of the books that are accessed more than once (Patron Driven Acquisition). It would be great to know which books you’d like – and the specific ASTM protocols (standards) you’d like to see more of. We’d love to buy e-copies of the ASTM standards but, unfortunately, we cannot get them at a reasonable price from the publishers in the US.

Thanks,
Andrea Packwood, Subject Librarian04/01/2019

It’s great to hear how useful you find the online library collections.

As regards the recommended textbook, I'm pleased to say that the 2018 edition of Jonathan Herring’s “Criminal law: text, cases and materials” arrived just before Christmas and is now on the shelves.

Graham Fennell, Subject Librarian03/01/2019

Unfortunately we don’t have water throughout the building so we cannot add more water dispensers.03/01/2019

Thank you for the positive feedback which was nice to come back to in the New Year.

We have windows with openers and side vents that can be opened in the seating areas nearest the Science Building to allow you to adjust the temperature. On the third floor, roof windows will open to vent this area if the temperature goes higher than 23 degrees.

The air handling/conditioning is set to 23 degrees which as you are seated and not moving around provides a reasonable temperature. The air handling/conditioning units will run circulating the air at this temperature rather than cooling. The first floor where the journals are, only has air handling on the inner area so ventilation is primarily the opening windows and their side vents.02/01/2019

Because we need to provide access to DVDs to the widest possible group, our policy is to opt for Region 2 DVDs as a first option (as they'll play on both standard and Blu-ray recorders). The library also has standard players near the DVDs so students can watch while on site. The price of standard DVDs means we can buy a wider range of content than we could if we opted for Blu-ray - but on the odd occasion dual format has been cheaper so we have opted for this for a few of our titles.

Thanks for your comment!

Jolene Cushion
Subject Librarian21/12/2018

We want the space to be flexible so adding more computers means less space for using laptops or spreading out with books. If a computer is not available, don’t forget you can borrow a laptop. 20/12/2018

Good news! We do have access to the BJOG: an International Journal of Obstetrics and Gynaecology from 2000-present, and its predecessor British Journal of Obstetrics and Gynaecology from 1997-99. Follow the on-screen instructions on Library Search for off-campus access.

Any problems please contact us for help.

Karen Ready
Subject Librarian20/12/2018

Thanks for your comments.
We do walk the building regularly through the assessment period and I’m sorry this has not been sufficient to keep the library quiet enough for you to study.
I will pass your comments on provision of prayer space to colleagues in Chaplaincy.

There are 10 study rooms and 4 study pods at Chelmsford and we would like to have more spaces.
Good news for you is that we have had a recent change on the booking of rooms at the weekends. You can now book for 4 hours at a time and once the original booking time has passed you can book again within that day.

Kind regards,

Diane Hilton
Customer Services Manager19/12/2018

Thanks for letting us know your concerns. Just to assure you that all items added to the course reading lists are purchased for the library. The Subject Librarian also buys the shortlist for the Caldecott Medal, the Kate Greenaway Medal and more recently the Klaus Flugge Prize. If there are other prizes you would like the library to consider buying the shortlist for, please get in touch.

Students can also make a recommendation for purchase using this form and academic staff can contact their Subject Librarian. New picturebooks are very popular so please check the library website for availability and request an item if it is out on loan.

I hope this More >>18/12/2018

Thanks for your feedback Peter. The login process changed this semester because we moved to single-sign on for our staff and students. We'll have a look at ways we can make the process clearer for our other users. For now, the best route is to choose 'Help' on the menu bar, then 'Logging into the Library'.

Best regards,
Hannah Fogg
Assistant Director - Customer Services
21/12/2018

Thank you, that's so kind. The whole team were very pleased to get this comment today.
Merry Christmas and a Happy New Year to you too!

Kind regards,

Diane Hilton
Customer Services Manager17/12/2018

Thanks for your positive comments about the environment, staff and equipment. There is water available on the ground and second floors at Chelmsford and shops open long hours over the road. And good news: when the library is open overnight at Chelmsford The Link vending and seating area on the first floor of Queen’s building is open, so you can get hot or cold beverages and snacks over the full 24 hours!

Kind regards,

Diane Hilton
Customer Services Manager

17/12/2018

Funding would need to be found for this, but we are currently developing a business case to install another gate so we can have two entrance and two exit lanes at Cambridge17/12/2018

Our own Subject Guides provide links to relevant database subscriptions within our collections, as well as recommendations of quality websites and other useful resources for each discipline area. They also contain guidance on searching and links to further help and support.
If there is any additional content that you feel should be included, especially in comparison to similar guides you may have seen at other universities, then please let us know the details and we will be happy to investigate.

Thank you!
Graham Fennell
Subject Librarian
14/12/2018

When we have a second security guard available to go to the library printers, they can fill up the printer just let them know it is empty!14/12/2018

Library entrance data AND your online use of library resources, along with borrowing data is used in the Student Dashboard. It has been developed in partnership with University academics, students and your Students’ Union to look at engagement. The entrance data is also used for safety and security reasons such as fire. We follow GDPR legislation so data is not kept unnecessarily. 13/12/2018

We run face-to-face sessions about using RefWorks that might be helpful. There are two different RefWorks sessions arranged with the Doctoral School specifically for research students - see https://web.anglia.ac.uk/anet/rido/docschl/training.phtml. You’re more than welcome to contact your Subject Librarian for RefWorks support too – either with specific questions or to arrange a face-to-face meeting.

Thank you for these comments though; as a result we’ve added links to all of the face-to-face support students can take advantage of on our RefWorks Guide Help page.
More >>13/12/2018

Good news! An electric stapler is available at each site library. Cambridge has one on a table near the entrance gates, Peterborough has it’s near the printer in the middle of the library and Chelmsford’s stapler is on the end of the Helpdesk.12/12/2018

Once you've submitted a request for us to buy the book, please search for it on the library website 2-3 days after it has been ordered. You can then log in and request the item so that it's reserved for you when it arrives. Arrival times do vary greatly depending on availability with our suppliers. If the item is taking a long time and you would like to check on progress, please get in touch or contact your Subject Librarian.

Jolene Cushion
Subject Librarian12/12/2018

From a comments form.
Thanks, yes, we agree that the temperature on the second floor of Queen's building has been a problem with some windows being stuck open. We had reported this to colleagues in Estates and the problem has now been resolved.

Kind regards

Diane Hilton
Customer Services Manager

Here is the reply from my colleague in Estates:

Thanks for getting back in touch with us. We have a task set up with our onsite maintenance team who will deal with the windows. I’ve just caught up with our colleague who looks after this team and confirmed that it is scheduled to be done today, so you should see some of our colleagues in there shortly.

Apologies if this has not been dealt with in as timely a manner as expected. With the work we schedule sometimes tasks are prioritised while trying to balance complexity and resource requirements with the magnitude of the problem. Here, we assumed that the problem was not too critical with the relatively small window openings providing some background (albeit constant) ventilation. We have been monitoring regularly and could see that the targeted temperatures have still been maintained throughout the library. The library also provides users with a number of options for areas in which to study.

Hopefully from today this problem will have been solved. But comfort is sometimes a subjective thing with various factors. So, if there are any other issues you feel might be affecting your comfort in the library, please feel free to contact our facilities helpdesk and we can look into it for you.

With regards to the heating system there, we do find that sometimes it may give the impression of not working if somebody touches a heating element and finds it not to be hot. In most instances they are controlled centrally and the heat flow is regulated as and when required. This means that once the space is up to temperature, the heat flow is dialled down. Therefore, the heat may vary throughout the day, even to a point where a radiator feels cold.

We do strive to provide a comfortable environment for all our students and staff. For instance you may notice some significant works being conducted currently in the Queens building where we are carrying out some major refurbishment on the roof. We do have a large and varied portfolio of buildings, which at times makes it difficult to monitor so your feedback is welcomed and appreciated in helping us to achieve this. Our helpdesk can be reached on the email copied in above or via extension 6464.

I hope this helps. If you have any further questions, please don’t hesitate to get back in touch to discuss.

Thanks

Gavin Cook MSc BEng (Hons)
Sustainability Engineer

Estates & Facilities Services
17/12/2018

Thank you for submitting your comment regarding IT skills support.

In case you are unaware of some of the services we offer, IT help is currently available through:

• The library help desk (staff can help with basic IT issues, and call out IT specialists for more complex problems).
• Booking a session with an IT Skills Coach (for help with effective use of Microsoft Office, designing presentations/posters, apps, etc.)
• Study Skills Plus workshops (check the calendar for upcoming sessions)
• Lynda (online video learning courses on Microsoft Office and lots of other software )
• The IT Skills guide (for help with Microsoft Office, data analysis, and assistive technologies)
• Email: itsupport@anglia.ac.uk / More >>17/12/2018

Thank you for submitting a comment form.

Just to let you know that as a student of a partner institution we are simply providing a top up as the partner provides the essentials for you.
We provide:
• A loan entitlement of 5 items
• Access to selected electronic resources
• Study space and Wi-Fi access
The 5 item loan entitlement has been reviewed recently, but your comment will be taken into consideration when partner student accounts are next reviewed.

Kind regards,

Diane Hilton
Customer Services Manager17/12/2018

From Library comment form dated 31 Oct 2018.

Thank you for taking the time to complete a comment form.

At present this is not a high priority to provide more as there are still many PC’s available to use. But we have noted that the laptops at Chelmsford have been in demand and will give consideration to providing more as funds become available.

Once again, thanks for your comment.
Kind regards,


Diane Hilton
Customer Services Manager
17/12/2018

From Library comment form dated 29 October 2018.
You were quite right, it was very cold and I had acted on this by the time the comment form got to me.
I’d like to explain what had occurred. Here is the response from my colleague who looks after the Building Management System:

“A quick check there and it looked like the pumps to the library had tripped, our apologies for that. We reset them remotely and they have started pumping heat through (45 degrees at present). So hopefully you should have had some heat coming through over the last hour or so. We’ll keep an eye on it to make sure it stays on. If you notice any further issues on your side, please get back in touch and we’ll get straight on it.”

So, sorry that it had More >>17/12/2018

Thank you for finding the time to complete a comment form.

Thank you for your compliment, it’s nice to know we are on track with our equipment and staff!
Regarding opening hours – we do review these periodically and have some periods of 24/7 hour opening at key times of year to support the main assessment periods. I’ll make sure your comments go forward for the next review.
Regarding our policy on eating – we know our customers have strong views on eating in the library from past occasions when we have reviewed this. The policy is about to be reviewed again in the new year and I will put your forward views.

Kind regards,


Diane Hilton
Customer Services Manager
17/12/2018

Thank you for flagging these issues. I have passed these onto colleagues in IT Services who provide and maintain the computers in the library. I believe they will be responding to you directly.

Kind regards,

Diane Hilton
Customer Services Manager17/12/2018

Dear Karthik,

Thank you for your comment. I have passed this onto colleagues in IT Services as they provide and maintain the computers in the library.


Kind regards,

Diane Hilton
Customer Services Manager17/12/2018

Thanks for your feedback, Ferdinand, it's really appreciated. I'm particularly pleased to hear that you've found the online library so useful. I hope the rest of your studies go well, and let us know if we can help further!

Hannah Fogg
Assistant Director: Customer Services11/12/2018

Thanks for taking the time to comment.

We do have team members who are actively supporting students at assignment hand in time. They may not always be visible as they are helping people!

That aside, is there a particular time of day or type of support you feel we are not offering? It would be helpful for us to know this to help us with our review of staffed hours we have planned for next semester.

Kind regards,

Diane Hilton BSc MCLIP FHEA MA
Customer Services Manager06/12/2018

Hi,

Thanks so much for taking the trouble to say how useful you have found our guide to Harvard Referencing. You're not alone as I regularly receive grateful comments from others (worldwide!) in your position to say they've also found the guide invaluable.

All the best with your studies and have a great Xmas break.

Best wishes

Margaret March
Assistant Director: Academic Services05/12/2018

Hi
Thanks for your comment – and I’m sorry to hear that you lost your purse. This is something we’ve looked at previously, and while we feel that providing a temporary access card to use the library is appropriate (and I'm glad you made use of this!), we would not want to risk misidentifying an individual and then accidentally issuing books onto the wrong person's account - which might happen when we don't rely on university ID cards. We also aim to provide the same service at any time of day, and while we can issue books from the HelpDesk during staffed hours this would not be possible when we operate self-service.

I hope this explains our policy, and I’m sorry you were disappointed this time. We do continually review our approach so we will take your More >>01/11/2018

Hi,

I'm glad that you love the library, and sorry you were feeling cold. Yes, we can ask Estates to close the windows for the cooler weather, it is tricky to gauge the exact time to do this as the temperature fluctuates. And yes, you can also as the guard on duty to get the windows closed if it is cold overnight.

I have also noticed this morning a window that appears to remain open when the others are closed, so I will ask colleagues in Estates to check this.

Thank you for taking the time to raise this with us, so we can make an adjustment.

Kind regards,

Diane Hilton BSc MCLIP FHEA MA
Customer Services Manager
02/10/2018

As the commenter did not provide us with an email address, we haven't been able to respond directly. If you sent us the comment and would like to get in touch, we'd be very happy to discuss the situation further.

In this instance, we spoke to the member of staff involved as soon as we received your comment, and will be following up through our normal procedures. We want to ensure that our libraries are welcoming spaces for all our students, staff and other users, and we're very sorry that we didn't achieve this for you today.

Hannah Fogg
Assistant Director: Customer Services
17/08/2018

Thanks for writing to us about this concern

It’s interesting to see that you actually want an earlier opening time. Thanks for that, it’s useful to know exactly what you want so we don’t automatically assume it’s ‘24/7/365’. We have been opening in the last two weeks 24/4 in order to cover students who had hand-ins, thus mirroring what we do in April/May.

We will certainly use your request when considering our opening hours but at the moment the evidence of use when we are open 24 hours doesn’t justify doing this during the summer.

Thanks again for your comment

Hannah Fogg
Assistant Director: Customer Services13/08/2018

Hi

Thanks for writing to us with this problem.

I've tested it this morning and it appears to be fine. If you try again and it does not work please let us know - write to me directly at norman.boyd@anglia.ac.uk

Meanwhile I have sent the article to your ARU email address

Regards

Norman Boyd
User Experience & Quality Coordinator
13/08/2018

Thanks so much for taking the time to contact us.

Hearing praise like this will help our team keep up the good work through the current heatwave!

Best wishes

Hannah Fogg
Assitant Director: Customer Services25/07/2018

Thanks for this.

Did you know you can send a print job at home via the virtual desktop (see more details here ) and it will be available to you for 4 days to pick up at any printer on the University campus?
I think this would help you and also save us opening the whole building!
But we are also sending this to our IT department to consider adding another printer and PCs to our reception area, so let’s see what they think.

Regards

Norman Boyd
User Experience & Quality Coordinator
06/06/2018

We've tracked down what's happening. Apparently the lockers only use the old £1 coins, and the University is getting this changed and we hope it will be done by September.

Thanks for using the Library feedback page for this, we're happy to track down University mysteries - Librarians are good at that!

Norman Boyd
User Experience & Quality Coordinator22/05/2018

Hi

Thanks for taking the trouble to write to us. I fired an email directly to you as soon as I received this, I also walked around our Chelmsford Library but couldn't see you! I haven't had a reply so let's go through this

I wonder if you could get back to me with more detail. If you send me a screenshot that would be brilliant.

Which book (this might be one supplier's interface) , where's the 'arrow' you mention? Is it the scrollbar or a 'Next Page' type arrow? Ot the 'Download' arrow?

If others are experiencing it we must track this down and would appreciate your help

I've tried a few suppliers online books this morning in a couple of different browsers and can't think what the issue is, but PLEASE do get back More >>04/05/2018

Thanks for writing to us about this.

This could either be that you are going via Google to a publisher’s site and it appears you do not have access, or it might be that using Library Search you come across some abstracts which do not have full text. But it might also be that we do not subscribe to some resources you are finding as our budgets are constrained but we can get articles via Interlibrary loans for you.

We also have a link on every electronic resource record in Library Search that asks you to Report A Problem, and this will tell us which exact resource is not working for you.

We are about to run a user experience workshop looking at this sort of issue to better understand what you and More >>02/05/2018

Thanks for writing

We provide power sockets on 95% of our study tables to enable laptops and other devices to be powered where users are working. Some users legitimately want to use muliple devices so a policy on that can be difficult to enforce.

If you spot a PC is not logged in but you feel you cannot ask a fellow student to move to a nearby desk to enable your use of the PC, please ask a member of staff for help.

Thanks again for writing

Judith Wells
Customer Services Manager (Cambridge & Peterborough)
16/04/2018

I’m sorry you ran into a problem getting sufficient access to a particular e-book (I assume it was an e-book) supplied via Dawson ERA. While we’d like to be able to offer all e-books with long download periods there is a financial cost from the suppliers to providing such a service and the Library has to budget across many resources very carefully whilst ensuring all students who need access do have it. Don’t forget however that you can re-download to read the book each day. We set 1 day so it’s equitable for all and to manage costs. You can of course read it online (but I appreciate that this isn’t always that convenient).

Thanks for your comment

Graham Howorth
Assistant Director: Central Services
18/04/2018

Thanks for the comment.
We are open longer hours at the moment - it depends on what you mean by "holiday breaks".
Take a look at our opening hours page and let us know exactly which day you wanted us open longer so we can investigate

Thanks again

Norman Boyd
User Experience & Quality Coordinator10/04/2018

Thanks for writing to us.

We are always keen to hear about scenarios like this as we spend a lot of time and resources trying to get this right.

Can I ask you to get in contact with Rebecca Mackle (Rebecca.mackle@anglia.ac.uk), your Subject Librarian so we can 1) get some more feedback to help us, you and future students and 2) to give you more specific advice on alternate sources and check you know about how to access the best possible materials?

Please don’t leave it as we are concerned to make sure you get what you need, Hannah.

Thanks

Margaret March
Assistant Director: Academic Services10/04/2018

Thanks for letting us know about the noise. I wasn’t sure which site (Cambridge or Chelmsford) so I went round the 3rd Floor in Chelmsford and couldn't hear/see anything beyond the usual.

At Cambridge there was a delivery of scaffolding which was done in 15 minutes apparently and obviously is outside our control.

If I've got this wrong and you're referring to something else, please do let us know using the Text-a-talker service - advertised on posters on site. Or send us a message via this link.

Sorry your work was disrupted

Regards

Norman Boyd
User Experience & Quality Coordinator12/03/2018

Thank you very much for taking a moment to let us know Dawn.

I'll circulate this to all our staff to encourage them!

Regards

Norman Boyd
User Experience & Quality Coordinator
09/03/2018

I've asked a colleague to go round and check around the 3rd floor and can confirm that none of the skylights or windows are open. She felt the general temperature seems OK, although sitting by a window might make you feel the cold more. She also closed any open window vents that she could find.

If you are still there and still finding it cold please ask for Theresa at the helpdesk and let her know and she'll see whether anything more can be done. Thanks for understanding that it's exceptionally cold at the moment!

Regards

Norman Boyd
User Experience and Quality Coordinator01/03/2018

Thanks for your comment.

Your thoughts make perfect sense but there are other considerations I think worth mentioning.

We prefer to have two guards on duty during the week because this allows one to patrol and cover breaks that are needed. On weekends we do only have one guard but it’s a lot quieter. So why not have one over night? We feel that this shift - the early morning hours – should not be spent alone.

We are opening for longer hours nearer the exam and hand-in periods, as you suggest – check out the full year’s calendar for your preferred site here (scroll down for your PDF )

Also we are considering others ways of providing facilities for longer More >>28/02/2018

Thanks for writing. I've added some words which were missing hoping I got that right!
I'll pass this on to their line managers and the relevant people

Regards

Norman Boyd
User Experience & Quality Coordinator21/02/2018

Hi
As a student of Arden University you are entitled to borrow 5 print books and access the following e-resources which are listed here on our membership page.

These resources include Ebrary Academic Complete and MyiLibrary which will give you access to electronic books. The resources also include databases which you can search for academic journals.

To use these resources you will need to logon using your Anglia Ruskin University username and password.

If you would like any further information or help please do not hesitate to contact me.

Regards

Elaine Pocklington
Site Librarian
Anglia Ruskin University
More >>05/02/2018

Thank you for your suggestion. We are pleased that you use the University Library Guide to the Harvard Referencing Style and we are always pleased to receive comments and feedback to ensure it remains relevant and useful to our academic community. We do include a suggested reference for Apps in our current guide but will add your further suggestion for consideration in our next review.

Deborah Stebbing
Subject Librarian02/02/2018

Thank you for your suggestion. We have previously reviewed Statista and felt that it didn’t have the academic standard of statistics that we require. However, we have access to many other statistics resources such as the UK Data Service, Passport and Quandl.

If you need some specific statistics, I recommend getting in touch with your subject librarian who will be able to help you find the information you need. You can book an appointment to see your subject librarian in person.

Regards

Ros Francis
Academic Services Manager: Chelmsford18/01/2018

Thanks for writing. We've passed this onto our Estates Department to check all is well in the building.

Reagrds

Norman Boyd
User Experience & Quality Coordinator
University Library12/12/2017

Thanks for writing to us.

Last summer we had the need to differentiate how we supplied resources to students and thus we updated our Membership page. You'll notice that this states Laptop Loans are not available to partner college students.

We introduced the laptop loan service because of comments regarding not enough PCs being available for our on-site students but please do use our computers when you are with us.

I'm sorry we haven't communicated this very well

Regards

Norman Boyd
User Experience and Quality Coordinator
University Library11/12/2017

Macs and specialist software are generally available in classrooms within Faculties. We have no plans to introduce Macs but thank you for asking as we can now watch for any other requests and re-consider if necessary

Regards

Norman Boyd
User Experience and Quality Coordinator
20/11/2017

As a result of the last Library survey we installed many more power sockets around the Library in order that customers could charge their mobile devices. We can’t supply leads as there are multiple standards and each device comes with one, which we hope customers will carry them and use them when needed by plugging into a power socket.

Thanks for writing

Hannah Fogg
Assistant Director: Customer Services20/11/2017

Wow! What a lovely comment to see first thing in the morning, thank you Emmanuel.

I'll pass this onto Deborah and her Line Manager

Thanks for taking the time to write to us

Regards
Margaret March
Assistant Director: Academic Services

10/11/2017

That will be Graham, whose details are here. He'll be happy to receive any comments or concerns.

Thanks for writing

Norman Boyd
User Experience and Quality Coordinator
Anglia Ruskin University Library31/10/2017

Thanks for writing to us

Our laptop loans are just for use on-site as they have a 3 hour loan period – it’s also not something we offer at Guild House I’m afraid.

Sorry we’re not able to help with this.

Regards

Hannah Fogg
Assistant Director
Customer Services27/10/2017

Thanks for writing to us.

We do try to monitor noise levels in each of our three sites - you don't say which - perhaps you might find our Text-a-Talker service useful, where you can send an anonymous text to us and we can react immediately
For Cambridge use 0784 716 8896
For Chelmsford use 0750 725 5468
Peterborough is a size where we expect staff to hear any disruptions without needing to texted! Of course if it's staff that are making the noise, please get back to us!

Please try again and do contact us again

Regards

Norman Boyd
User Experience and Quality Coordinator
Anglia Ruskin University Library
24/10/2017

Thanks for getting in touch.

Our subject librarians understand the need to provide support that can be accessed remotely. You can contact your Subject Librarian to discuss your support needs.

In the meantime we’ll look into how we can update our website to make this clearer for all students.

Best wishes,
Margaret March
Assistant Director
Academic Services
12/10/2017

Thanks for taking the time to alert us to these.

I’ve forwarded this to Jolene Cushion, your Subject Librarian who has had a look and will be ordering them. Watch the catalogue and reserve them when you see them. Did you know you can set up alerts for articles and new books on any subject/keywords?

Best wishes

Margaret March
Assistant Director
Academic Services
University Library

26/09/2017

Thanks for getting in touch

You can already see our opening hours on our website, (and in PDF form for easy download) but please note we planned these a while ago and need to adjust them and update them in the next few days to reflect a recent change in January deadlines.

Regards

Hannah Fogg
Assistant Director
Customer Services26/09/2017

Thanks for getting in touch. Items on loan are usually renewed three days before their due date unless they have been requested by another user, have been on loan for a full year, or your account is due to expire, and you should have received an email to advise of this.

It sounds in this instance as if your account expiry date is the problem – our library system is automatically updated by the university’s student record system, so we would need to speak to colleagues to get this corrected. If the expiry date on your account changed recently this may have affected when you were sent the automatic emails.

If you haven’t already, please get in touch through contacting us and let us know your student ID number. More >>22/09/2017

Thanks for writing to us.

The decision was made to swap to JISC Historical Text based on low usage figures and cost per usage of EEBO combined with requests from ALSS faculty to have access to ECCO (also part of JISC Historical Text). The cancellation of EEBO on the ProQuest platform enabled this access as we were unfortunately unable to subscribe to both.

Since the change we have had only positive comments from faculty about the increased primary content available through JISC Historical Text, which combines EEBO, ECCO and BL 19th Century.

When making these decisions we have to take into account which resource will have the widest benefit which I appreciate can be disappointing to individual researchers. If you would like to use EEBO on the More >>04/09/2017

Sorry to hear you are having trouble with our new Search interface. We are not aware of any reason for the system to run slow (but it's always possible that the service was running slow for a short period as it's a remote (cloud based) service). If this happens repeatedly please tell us. As for the search results we are not aware of this generally being a problem or less effective than the old service.
However, if you want to keep using the old interface for a while try this link:
https://tinyurl.com/y8cwy3pu
It may help to have a session with one of our librarians to help get the best of the new Search. Try our "Book-a-Librarian" service.
Thanks
More >>23/08/2017

I am sorry that our changes to the Library search interface have caused you inconvenience. It's been trialling from the website home page for a long time during which we've gathered lots of positive feedback from users - and we advertised that we'd make it live in the summer. There is no perfect time to make such a change but now is our quietest period overall with the lowest use of our online services. There were some technical reasons for not announcing a precise go live date but If we'd have mentioned that we were making it live specifically on the 24th July that clearly would have helped you.

Although things look different in the new catalogue the changes are not functional and it's the same data just looking slightly different - most users have had time to get used to More >>25/07/2017

We're contacting you directly via email so we can get this sorted for you...and thanks for the compliment. If you can tell us what sort of titles you couldn't get when you needed them, that would help us a lot.

Norman Boyd

User Experience & Quality Coordinator
University Library17/07/2017

Thanks, that's very kind of you. We think it's a big step forward and are quite pleased with it as well.

Graham Howorth
Assistant Director06/07/2017

Thanks for getting back to us about this. I'm sorry you felt unwelcome.

If you take a look at our website, you'll see as a member of staff at a Partner College (CRC) you would be able to use our wi-fi via the Eduroam service (which it appears your College does provide).

If you are not teaching students on one of our courses in any way (and I can't see your name on our database) you would be able to request a Reference access membership (Details here), but this in itself will not give you wi-fi access. For reference membership at Cambridge we do ask you to let us know which resources we have that are unavailable in your home library, that you wish to consult.

If I am mistaken about your role at CRC and you are teaching an ARU course, please More >>07/06/2017

I asked our Estates Department to comment:

"I have investigated this morning and spoken to the cleaning supervisor to rectify the problem.
The toilets are cleaned first thing in the morning and then checked every hour until 19:00 with the check sheet signed off each time.
I have asked the cleaners to ensure that the soap and toilet roll holders are fully stocked when checked especially the last check of the day. We are currently in the process of installing double toilet roll holders in these toilets to try and solve the problem of paper jams or running out of paper during the evenings.
I have also asked that the water cooler is checked so that it is clean and the drip tray emptied as necessary. We will hopefully be changing all the water coolers on More >>22/05/2017

Thanks for your comment.

I'm sorry to hear you were disrupted. I would expect our Security Guard, if aware, to ask the parent/guardian to ensure their children respect the environment they are in. The make up of our students varies by campus and we are aware that Chelmsford (and Peterborough) have more part-timers. This means that we do see parents with children, but we do ask them to be responsible in how they use the library when they sign their children in.

I will mention this to our guards (weekends and evenings) so they are aware this happened. Once again my apologies

Regards

Hannah Fogg
Assistant Director
Customer Services
University Library10/05/2017

Hi
Thanks for writing.
I've asked our Estates team to 'purge' the air by opening the windows at the top of the Atrium. If you can, please feel free to open any windows near where you're sitting and hopefully you should notice the difference soon.

Regards

Norman Boyd

User Experience & Quality Coordinator
University Library

P.S. Had a call from Estates that that's been done. Hope you're more comfortable now28/03/2017

Thank you so much for writing to us.
I asked our Estates Department to comment and the following was the reply from the Cleaning Contractor:

"My apologies for this complaint. Saturday the 25th March was a very busy day at the university due to the book festival and book signing that was held here. X2 Proactive members of staff were assigned to the campus for the scheduled event and were on duty until 4pm that evening. All toilets and areas were checked on a regular basis but I believe it was this increase in footfall which left these toilets in an unsatisfactory condition. We are currently looking at increasing staff levels for weekend and evening periods so that an active member is always on duty throughout the day. I personally will ensure this area is well More >>07/04/2017

Thank you for writing to us and I'm sorry you had such a horrible experience.

I would expect our staff to find out what it was you needed and then to have called an IT staff member to help you if one was available. They would have been able to tell you straight away whether what you wanted was possible or not.

Having spoken to the team about this it appears there were some misunderstandings and it all escalated. We will use this example (anonymously) as an example and try to ensure that all interactions are handled in a professional way in future. I'm glad to see you find most staff are courteous as we would expect that.

Thanks again for taking the time to write to us

Diane Hilton
Customer Services Manager
More >>06/04/2017

Thanks for getting in touch.

I have now checked with our Estates team and they have gone round the Library at Cambridge and ensured chewing gum has been removed from under desks.

Regarding computers we hire a company to do this as it's not part of the general cleaning contract. Every 6 months a specialist team deep clean the computers, and accessories like keyboards, screens and mice. But as you can imagine they get dirty very quickly where people are eating and drinking in public areas! We do monitor people eating in the Library and ask them to take their food outside for exactly for this reason. Students have consistently said they don't want food in the Library.

The cleaning team are around the Library all day focussing on an early morning More >>20/03/2017

Thanks for the compliment. It's winging its way to him (and his Line Manager)
Glad we were able to help

Norman Boyd
User Experience & Quality Coordinator
University Library21/02/2017

Many thanks for your kind offer. Unfortunately we have space constraints at the Cambridge library so are not accepting any physical donations at the moment. Our staff and students also have access to this content through the Carl Giles digital archive but thank you again for considering us.

Best wishes

Margaret March
Assistant Director: Academic Services Division
University Library14/02/2017

I have passed this on to the Manager of the Library and the staff too. Sorry you had to let us know, but thanks for taking the trouble to write to us.
When someone tells us once we take notice; when we get two comments in quick succession we need to act on the instruction

We will try harder, but please let us know how we're doing. Sorry!

Regards
Hannah Fogg
Assistant Director
Customer Services
University Library27/01/2017

Thanks for this feedback, See our reply immediately below

Norman Boyd
User Experience & Quality Coordinator
University Library27/01/2017

Hi
Thanks for getting in contact with us.
I am the Assistant Director for Academic Services in the University Library and am really concerned that you had an awful experience with one of our team. We get loads of feedback which is positive (and some that's negative) and your experience makes me really concerned. We work really hard to give advice that helps you succeed so I'd love to know more so we can correct this. It may be your needs didn't match what we could do though we can tell you this in a better way; it may be our Librarian had a really bad day although that shouldn't be an excuse. Without detail, I can't help you and I'd like to

If you'd like to email me direct (Margaret.march@anglia.ac.uk), and this would be fully confidential between you and More >>12/12/2016

Thanks for writing.
We appreciate that it's one of the really busy times (less than in May but still significant) for hand-ins and we have been alerted to the high numbers of assignments that we expect students to be handing in on Friday (16 Dec) and Wednesday 4 January the two peak points. We have based our opening hours on previous usage patterns and anticipated demand, but we know that we don't always manage to meet the needs of every individual.
It's been about a year that we have had access gates in Chelmsford (I'm assuming your mention of a Medical School means you are talking about Chelmsford) and that means we can now see exactly who is using the Library and at what hours they use it. This will certainly inform our decisions in future in particular as you mention, More >>12/12/2016

Thanks for writing to us.
I have checked and you are right we do not have access to this particular article.
However you can order it via an InterLibrary Loan
I have also given your request to our Subject Librarian in your area of study, Andrea Packwood, and she will investigate further and get back to you directly thanks for your email
If you need any further help please do not hesitate to ask
Regards
Margaret March
Assistant Director of Library Services: Academic Services
University Library05/12/2016

I asked our Estates Department to respond to you Anonymous:


"Thank you for bringing this issue to our attention. I can confirm Chelmsford and Cambridge Libraries do have cleaning scheduled over weekends as part of the contract. These involve limited hours but do have cleaning, replenishment and then a further inspection on both days. Sunday 27th November, the operative called in sick, but too late to be replaced. This would have meant that Sunday there was no cleaning or replenishment and the contractor has apologised for the lack of coverage.
Generally Wyclean are performing to the standard we expect. They are closely monitored and audited for quality and for issues such as signing off check sheets early. However, following being notified of this More >>02/12/2016

Thanks for that, it's good to know we can help! We're looking forward to the new building being completed ;-)
Regards

Norman Boyd
User Experience & Quality Coordinator24/11/2016

Thanks for your comment Hussain.
In our recent library survey we had quite a few comments asking us to increase the numbers of computers in the Silent (and Quiet) zones therefore we felt it reasonable to add a few to see how that goes. So we appreciate your thoughts on this issue and we shall continue to monitor feedback about this from others.
Many thanks for writing to us

Hannah Fogg
Assistant Director
Customer Services
University Library
15/11/2016

Thanks for telling us about this. We've added loads of publicity all over the place about our Text-A-Talker service (0784 716 8896) as we know we need to promote this service more effectively. If you came to the helpdesk, we would send a member of staff (during the evenings we have less staff available so it might not be immediately) and deal with any issue such as this. Our problem tends to be that the culprits might be quiet on our arrival and continue once we are gone. It's a really difficult issue, so thanks for bringing it to our attention and we promise we are not ignoring the issue

Judith Wells
Customer Services Manager Cambridge and Peterborough07/11/2016

Good morning
I have just had a go at logging in, inside and outside our network - in case there was an issue outside Anglia Ruskin, but both were successful. Can you have another try and see if it works for your Login and then search and filter and you should see 9,216 hits (right now, we add all the time!) and I suspect you'll want to filter further.
If you do have problems get in touch via Ask Us and we'll look into it for you

Regards
Norman Boyd
User Experience & Quality Coordinator24/10/2016

Thanks for getting in touch.
As you're using our general library search, you will be finding content which is available only to our core students. As a student at one of our partner colleges, we now recommend that you go through our partner page (http://libweb.anglia.ac.uk/services/partnerCollegesAccess.html) and search directly within the resources available to you.
If you require access to any other resources, you will need to speak to staff at your college.
Hope this helps

Regards
Norman Boyd
User Experience & Quality Coordinator 17/10/2016

Sorry you've had to write about this.
The units on the third floor in Cambridge are set to circulate air and not cool if it is cold, without them running the air gets very stale and stuffy. We have the temperature set at 23 degrees. The sudden temperature drop in the weather means that the building will feel cooler for a couple of days as the building systems have to work harder to bring the temperature back up in such an open area. Classroom temperatures are a lot easier to control than the Library, unfortunately.
I hope this makes sense - thanks for writing

Judith Wells
Customer Services Manager Cambridge & Peterborough11/10/2016

I hope by now you will have seen an apology from RefMe for sending this erroneously to a lot of people.
Although we do support RefMe as a choice, we plough a lot more resources into supporting the much richer reference management system, RefWorks.

If you need help follow the links above or book a meeting with a Subject Librarian here and they'll take you through RefWorks (and any other referencing issues you have!)

Regards

Norman Boyd
User Experience & More >>10/10/2016

Wow! Thanks for the comment.
Can I start with the latter part I'll pass this onto our staff and let them know they are appreciated. It's nice to get positive comments, thanks.
Regarding the building works outside they are going to continue for some time, unfortunately. Our Estates colleagues tell us that noise will be a lot more muffled when the roof has gone on and the bricklayers move onto the "external skin" and all the trades move inside. The completion date for the project is September 2017.
I know it sounds funny, but we do offer ear plugs - just ask at the HelpDesk. Or can I suggest if it gets too noisy that you hunt around the Library for a corner away from the worst of the noise? I know it's not ideal, but building works are never quiet in my experience but More >>11/10/2016

Thanks for this, and at the start of a new hectic year too! I've passed your thanks onto Derek and his line manager (and the world!).
Good luck with your studies

Norman Boyd
User Experience & Quality Coordinator27/09/2016

Thanks for writing to us. If you have look at our membership page you'll see the details under "Alumni". If you grab the membership form from here and return it to us, we'll sort that out for you
At the bottom of the membership page, there's a link for further help if you need further help!

Regards
Norman Boyd
User Experience & Quality Coordinator22/09/2016

Thanks for writing to us.

There could be all sorts of reasons for this so yes, I think your idea is the best one. To book an appointment with a Subject Librarian, choose your campus and the subject your studying and you'll see available slots. Pick one and you'll be sent an email to confirm your booking.

Good luck in your third year and we are here to help you as much as we can, so thanks for getting in touch
Regards

Hannah Fogg
Assistant Director
Customer Services
University Library12/09/2016