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You Said We Did: Customer Services

Opening hours

You said: The reduction in opening hours over the summer at Curzon and Mary Seacole Library disadvantaged those from January cohorts whose academic year runs differently.

We have recently reviewed 24/7 opening with BCUSU, and after May our overnight figures are so low that we feel it is hard to justify remaining open for extended hours. Curzon Library is still open until 11pm (Mon-Thurs) and 9pm (Fri-Sun) over the summer and we’re glad you have been able to make use of our facilities.

 

 

 

You said: You’d read our iCity pages and believed you could use the computer rooms on level 2 in Curzon Building on a Sunday but that security had asked you to leave.​

We apologise that the information on iCity was unclear. We have asked security to confirm the rules about classroom/PC room usage in Curzon: all rooms can be used during ‘core business hours’ but when the building is only open out of hours for the library (Sundays and overnight) then only the library should be used. We have amended our iCity page to reflect this. We advise that if you are unsure about what space is available on any given day, that security staff at Curzon Reception will be able to advise.

 

 

Customer Services

You said: There was confusion over the use of the Conservatoire Library by non-music students on Saturdays when the Junior School is in session.

 

We can confirm that any Birmingham City University student can use any of our libraries for study regardless of whether they are based at that campus, including on Saturdays at the Birmingham Conservatoire. The Head of the Junior School has been asked to clarify this situation with parents/guardians of those studying at the Junior School.

 

 

 

You said: You are unable to reserve books for collection at Curzon Library that are showing as available there.  You are based away from campus and would appreciate this option.​

 

We understand that this can be frustrating, however the implications on staff workload would be immense if we offered a click-and-collect service for books, and we don’t have the resources to offer this at the moment.

 

 

You said: You are an alumni member of Curzon Library and you are frustrated at being asked to sign in at the security desk when you have already registered with the library.

 

Currently, the cards we issue to external library users are not ‘chipped’ for access through the security barriers – they are just for borrowing items within the library. Security therefore have to sign you in as a visitor in order to allow access into the main building for health and safety reasons. We are in the process of checking to see if alumni can be registered as university ‘Associates’, which would make you eligible for a chipped card.  Until then, the current procedure of signing in at the reception desk still applies.

 

 

 

You said: You would like an option to not receive a receipt when you issue items on the self-service machines as it wastes paper.

 

We are in the process of developing an email receipt function, which will help save paper for those who don’t want a paper receipt.  This is also something which we may include in a feedback survey, to see whether customers prefer a paper receipt, email receipt, or no receipt.

 

 

 

 

You said: It was misleading that your online library account only shows previously accumulated fines rather than the final amount owing, and were surprised when your fine increased after returning your overdue items.

 

We understand that this can be misleading and that it would be beneficial to see this information.  Unfortunately the system does not generate a fine until a book is renewed or returned late, therefore it cannot be displayed on your account prior to the return or renewal.  We send email reminders prior to the due date to help you avoid fines.

Disability issues

You said: The space provision at Curzon Library is not adequate for disabled users. The study room provided for disabled students is often booked up, and has not been adapted with suitable software or printing/scanning equipment. You would also like the lighting to be adjustable.

 

We are sorry you feel that we are not providing enough resources to disabled students.  You will appreciate that there is a lot of pressure on space in the City Centre, and we have to do our best for all our students. The University will shortly be deploying ClaroRead (read aloud software) and Inspiration (mind-mapping software) across all PCs. There are a number of printers/scanners close by.

There is a maximum booking of 4 hours at a time for the room.  As people book this room in advance, it is not always possible to turn up and use the room without prior booking. In response to your suggestion, the lighting in the room has been upgraded and is now adjustable via a remote control.

 

Staff

You said: You would like to thank particular staff for helping you find journal articles before an exam.

 

We have shared your kind words with the staff members involved.

 

 

 

 

You said: You had experienced printer issues at Curzon Library and staff went out of their way to help you print. Security staff were also very helpful on a Sunday.

 

Thank you for your comments. We always try to help wherever we can.

Security

You said: A particular Security Officer at Mary Seacole Library is always friendly and approachable.

 

We also appreciate their work and they are very popular with staff and students. We will pass on your compliment.