We're Listening!

Jan 17, 2018 · suggestion box

Comment/Suggestion: Can you create a how to search video for the new version of the online library? The last version of the online search was great, but the new version one search has been a pain to work with.

Library response:  We're so sorry that the new search is frustrating for you. We really want to make it easier to use, and are working on that every day. In the meantime, we do have some help material - including a video - available online at https://libguides.asu.edu/c.php?g=686832&p=4853762.  If you still have trouble, don't hesitate to contact us via Ask a Librarian - we can work with you via our live chat to help you make more efficient use of your search time.

Dec 07, 2017 ·

Comment/Suggestion:  I understand the need for books to be moved due to the renovation, but does this need to happen, noisily and obtrusively for hours on end, in the middle of finals week? Especially in so-called "silent study" zones?

Library Response:  We are very sorry for the disruption that moving books out of Hayden Library has caused during finals week.  Unfortunately, due to strict deadlines to be prepared for construction we weren't able to pause the move during finals.  We very much regret that we weren't able to provide reliable silent study this week.

Jul 24, 2017 ·

Comment/Suggestion:  how about having chat capability for ask a librarian?

Library Response:  Regular users of "Ask a Librarian" may have noticed that things have changed a little this summer.  We have upgraded to new software to provide the service, and are in the process of training new library professionals to provide chat support.  We have had to reduce the hours chat is available during this transition, but by the fall semester we plan on expanding those hours to later in the evening.  In the meantime, if chat isn't available when you connect with Ask a Librarian, please leave your question in the form, and one of our information professionals will respond via email as soon as possible.

Apr 03, 2017 ·

Comment/Suggestion:  Why are people still taking in the first floor silent area?

Library Response:  We understand this is a frustrating situation, especially at this time of the semester.  If this kind of disruption continues beyond a few minutes, please let us know.  You can come to the Hayden Library administration office on the same floor, and we will be happy to intervene on your behalf.  

Apr 03, 2017 · suggestion box

Several students have noted that the water fountains in Hayden Library are out of commission right now.  The university facilities department are actively working on installing new water fountains, with cold filtered water and bottle fillers, on each floor.  The work is scheduled to be completed very soon.

We apologize for the thirsty inconvenience this has caused, and we all are looking forward to nice, cold, filtered water very soon.

Feb 21, 2017 · suggestion box

Comment/Suggestion:  My question was regarding rooms where students can give interview. This is very important time where most of the job/internship interviews are scheduled. There should be some provision of rooms where students can give interviews. As, internship marks for 1 credit hour in graduate studies.

Library Response:  We have had this feedback from many students, and we understand having more of these rooms available would be very useful for you.  Currently there is one room at the Noble Library that can be reserved online for video or phone conferencing or interviews.  We will see if we can identify other options on campus for students needing this type of service.  

Feb 20, 2017 · suggestion box

There are specific study zones in Hayden and Noble Libraries in particular, that exist to help students choose the environment that will best suit their study needs.  This only works when these study zones are respected by everyone.  We have had several comments lately that indicate this is more than occasionally a problem:

I wish there were more supervision/enforcement of the basic rules in the red silent study zones. Too many people seem to believe that the rules are there as suggestions more than anything else, and therefore form small discussion groups, chat on their phones, or otherwise disrupt the quiet. Someone asking a quick question is fine, of course, but a couple chatting for 30 minutes about their weekend plans, or someone talking to a friend on the phone for ten minutes - these are major annoyances that take away from the silent study experience.

I agree with one of the earlier posts about loud talking in a quiet area. This really needs to be enforced. It should not be as loud as it is in a group study area in a quiet study area. Can there be people enforcing this around the library periodically?

We are very sorry that this is a problem in the study zones.  We will do our best to increase  staff visibility in the quiet and silent areas more often to help reinforce the quiet zones.  But we also ask that you speak up and ask your neighbors to move to green/group zones if they need to talk.  If this is a problem, if you can step away for a few moments to call the front desk at the Hayden Library at 480-065-3605, we will then dispatch someone immediately to come assist you.


Jan 17, 2017 · suggestion box

Comment/Suggestion:  Can the level of noise in the study zones be more enforced? It feels like I am in the group study area because it is so loud in the quiet study area. The noise level is bothersome in the quiet study area and I would appreciate if that was more enforced. On another note, more desks and tables should have outlets. It is very convenient to find a desk with an outlet so I can stay there all day and are not bothered by moving to a seat with an outlet.  

Library Response:  We do try to monitor the noise levels in the study zones in Noble, but we are always happy to intervene when alerted to problems.  If you are being disturbed by the noise, please alert any library staff member (who will be wearing an ASU Library name tag) and they will be happy to intervene.  

We also appreciate the need to add more access to outlets.  We try to do that at every opportunity, and will continue to do so.  

Jan 13, 2017 ·

Comment/Suggestion: PLEASE fix the outlet in room 244 Noble library.  Plugging into the outlet, the plug just falls out since it is loose and creates a safety hazard .

Library Response:  Thank you so much for alerting us to this problem.  We reported this to facilities on January 12, and they will fix it as soon as possible.

Jan 10, 2017 · suggestion box

Suggestion:  Please provide more interview/ video conferencing rooms at the Noble Library.

Library Response:  We've been so pleased at the positive response to the addition of the interview/video conference room in Noble Library this year.  We are noting the need to expand this type of resource and will see how we can do so as we improve all our library facilities.

Nov 22, 2016 · suggestion box

Comment/Suggestion:  How about  listing the physical location all of the ASU campuses where the addresses would be easy to find by someone doing a web search. You don't believe that this is a library issue? The fact that I got to this page while searching for the physical address of a specific campus makes it a library issue.  Thank you, and happy holidays. 

Library Response:  We're sorry you are frustrated in trying to find information about the physical locations for the university  campuses.  The location information for each campus can be found via the online map web site.   The maps will show each of the campuses, with their locations marked.   If you click on "Driving Directions" in the navigation bar above the map, you will be able to see a physical address.  Each college/school/unit has their own mailing address, and the buildings on each campus do as well.  For reference, the physical addresses of all the libraries can be found on the library's page for Maps and Locations.

In addition, we'd be happy to help you find the specific address you are looking for.  Please call the information desk at 480-965-3605 and one of our informaiton specialists will assist you.

Oct 28, 2016 ·

Comment/Suggestion: It is quite annoying that people talk when they are in the second floor quiet room of the Noble library. I have noticed this nearly on a daily basis. There are signs posted on the doors indicating that it is a quiet room but some people seem oblivious or are overly optimistic that sound generated by them travels only a few inches. Could this issue please be corrected?

Library Response: Thank you for your feedback, and we apologize for the inconvenience. We are currently working with Noble Library staff to identify areas in the library that are in need of enhanced signage to further communicate expectations for those working in a quiet study zone, such as the one on the second floor. Additionally, we encourage you to notify library staff when this situation arises, as we are happy to help resolve it.

Oct 28, 2016 ·

Comment/Suggestion: In general, the staff at the libraries on campus, especially Hayden, has been simply spectacular. I really feel like you guys are willing to take the time to make sure that I get what I need if I need something that you can help me with, and that's incredible and I'm really thankful for that. I had one outlying experience, though. I asked a certain staff member for help finding something, and I was met with some very cruel words that I don't feel comfortable posting here. I'm sure that she was busy with something important, but there are nicer ways of telling people that you are unavailable to help them out. I'm only commenting on this because you guys have been nothing but great, with this one exception, throughout the years that I have attended ASU. Thank you for the majority of my experiences :).

Library Response: Thank you for your feedback. We apologize for the poor customer service you experienced at Hayden. Customer service is a quality ASU Library takes seriously, and we will address this specific customer service issue further through our ongoing professional development training program.

Oct 24, 2016 · suggestion box

Comment/Suggestion: I am a student at ASU. I wish to bring to your notice that the wall clock in the silent room in the third floor which is close to lift is not working from a very long time. I request you to get it repaired asap as it helps in keeping track of time while preparing.

Library Response:  Thank you for alerting us to this stopped clock.  We absolutely want students using the library to know what time it is so they can stay on track.  We replaced the batteries in this clock, and it should be running correctly again.  

Oct 07, 2016 · suggestion box

Comment/Suggestion:  I was near the main entrance to Hayden about 1:20 to 1:30 on Tuesday, when a lot of students were exiting, and the gate alarms went off three times. No staff member was anywhere near the gates, and none responded. It seems to be official library policy to let people steal freely from the collections.

Library Response:  Thank you for your concern.  There are thousands of users each day coming and going through the gates, and the alarm rings when there are too many cell phones, books from the book store, or books from other universities and libraries.   We have found that our users are usually quite honest and return to the desk when the alarm rings and they realize they set it off. 

Sep 23, 2016 · suggestion box

Comment/Suggestion: I would like to suggest that more attention be paid to creating study spaces that are both comfortable and quiet. In my time using the Hayden and Noble libraries, I have not been able to find a place to study that is both. The comfortable places in the libraries are often near elevators, doors, or stairs (which can be loud) or are in areas designated at group study or quiet study, neither of which is observed. I think this is partially due to the confusing signage about study areas and the lack of such signage. Because ASU has so few spaces throughout campus that are conducive to studying, I think it is important that the libraries provide this, especially as Hayden is being renovated.

Library Response:  Thank you for your feedback about study spaces in the libraries.  It absolutely is important to us to be able to offer a variety of study environments for students in our libraries, and we do strive for them all to be as comfortable as possible regardless of the noise level.  We will assess the signage in both Hayden and Noble to see where we should refresh it to make the noise level expectations clear.  However, it would be helpful to know more about what would make a study area "comfortable" for you?  Is there a particular type of furnishing that you particularly find comfortable and would like to make sure is included in the quieter areas?  Please let us know so we can incorporate it into our study space plans.  

Sep 23, 2016 · suggestion box

Comment/Suggestion: It would be great if I could use the internet and/or make a phone call in the library. The wireless service is ridiculous and frustrating. 

Library Response:  We understand and appreciate how frustrating it is to not be able to connect while in the library - it makes it difficult to impossible to get work done!  We are actively working with UTO to identify ways that the wireless connectivity in the library can be improved.  It may be helpful for us to have specific feedback for them, so if you know of areas of the library that are particularly difficult to connect to the ASU wifi network, please let us know and we will share that information with UTO.  

Sep 23, 2016 · suggestion box

Comment/Suggestion: why do we pay all this money and the bathrooms have NO...paper towels, NO toilet paper, NO soap, garbage over flowing on the floor. Tables are filthy and carpet is dirty. Disgusting and sad!

Library Response:  Thank you for sharing this feedback about the conditions at Noble Library.  We agree that this is a problem and we are trying to work with the custodial managers to improve the situation.  We shared your feedback with the manager, and hope that this specific information will help them identify ways they can increase support for the library.

Aug 04, 2016 ·

Comment/Suggestion:  Maybe you should make the user interface a little easier to understand. I just transferred here from another school and am doing the online program, or at least trying to, and I cannot figure out how to get to Blackboard so I can take my classes.

Library Response:  We're sorry you're starting off to a frustrating start here at ASU.  In order to access your Blackboard courses, you should click on the "MyASU" link at the top of any page of the library web site (where you submitted this suggestion from).  You can access your courses from the left hand navigation menu from there.  Good luck with your classes!

Aug 01, 2016 ·

Comment/Suggestion:  I think the lap top thefts signs in the library are meant to be a friendly reminder, but the tagline "Watch your stuff *yourself*" has a hostile tone to it.

Library Response:  Thank you for your feedback about the tone of these signs.  It's true, they are intended to emphasize the importance of not leaving your belongings in the library.  It's unfortunately the case that there are times when thieves target students in our libraries, and steal laptops and other valuables that have been left unattended.  It is very distressing for the students who experience this, as not only is the laptop valuable, but so is the work and data that is kept on it.  That said, we certainly don't want to be hostile ourselves, when we're trying to convey that we are on your side.  We will evaluate the use of this signage in light of this feedback, and see if we can develop something else that is more effective.  

Jun 15, 2016 · suggestion box

Comment/Suggestion: It's too cold in Noble Science Library during summer. Many of my friends have the same complaints as me. Would it be possible to set the air conditioner to a little bit higher temperature? Thanks a lot!

Library Response:  Brrrr - it definitely has been cold in Noble (and some of our other libraries as well).  The building's air conditioning levels are sadly outside of our control.   It was super cold earlier this week, and even our staff were bundled up to stay warm.  But it seems to be warmer today, and so we're happier.  We hope you are too!

May 10, 2016 ·

Comment/Suggestion: As an not-enrolled-in-college visitor to Hayden Library, I got a pass, got a computer reservation, and logged onto one of the four computers designated for use by such visitors (with the reservation number). I searched some journal databases, and issued a print command for two articles I wanted. I went to a printer and looked for my print jobs. There was nothing to link my guest ID to my reservation number login or print jobs. I spoke to two people at Hayden Library, one in print services in the MU, and one employee in the bookstore, and these four people spoke to four supervisors, and no one could explain how I could print. I assume no provision is made at all for guest online printing. I now have $6 Printing Guest Card from the ASU Bookstore, which apparently I can only use for photocopying.

Library Response:  We're very sorry you had such a frustrating time with the guest printing process.  We did some investigating and found out the print process and can confirm that your guest print card does work for both printing and photocopying.  Now that you have a card, the process you follow to print is:

  1. Have the guest print card in hand.
  2. From the PC reservation/guest computer, locate the item you want to print and send print command.
  3. Enter the number on the guest print card (not your reservation number)
  4. Go to the printer and swipe the card to retreive and print your job.

Again, we apologize that you didn't receive the assistance you needed when you were here.  

May 05, 2016 · suggestion box

Regarding:  Hayden Library

Comment/Suggestion:  This is an appreciation note for Hayden library staff. I like Hayden library. I have observed that the staff in general (both full time staff and student workers) provide very professional, friendly and good service to students at Hayden. Especially, because, I generally study in the nights, I believe I should appreciate the staff members working in the night shift who are very professional, humble, friendly and they make us feel safe and secure by monitoring the Hayden library regularly throughout the night while they are busy with their other tasks.

This early morning (5/4, Wednesday, 3 AM), the finals tea and snacks arranged by the staff was a very nice way of caring for the students. I really appreciate that! Thanks!

Could you please pass on this appreciation note to the staff of the Hayden library. I believe it is a great service they are providing us! Thanks!

Library Response:  Thank you very much for taking time out of this incredibly busy week to share with us this positive feedback.  We are very fortunate to have a caring personnel who are especially dedicated to providing service and outstanding experience in the library.  We have shared this note with the Hayden Library public service team, and their supervisors, who appreciate hearing that their efforts have been successful.  

Mar 31, 2016 · suggestion box

Comment/Suggestion:  Why does ASU allow people to smoke in front of Noble about 10 feet from the front doors.  Happened two days in a row, between 9:30pm- 10:30pm 

Library Response:   The official policy of the university is that "the use of tobacco is prohibited on university property, facilities, grounds, parking structures, university-owned vehicles and structures owned or leased by the university" and enforcement of this policy began in July 2015.  I have forwarded your concerns to the tobacco-free enforcement group at tobaccofree@asu.edu follow up on this.  Thank you for alerting us to this situation.

Mar 31, 2016 · suggestion box

Comment/Suggestion:  Water fountain is still broken, toilet paper is out, paper towels and soap are also out, trash over flowing....and yet you want more tuition.

Library Response:  We know that it's important to have functional and clean facilities in order to be productive. Thank you for letting us know that the bathrooms in Noble needed to be attended to.  We immediately alerted the Noble Library administration about the situation, and they had a custodian dispatched quickly to restock the supplies and empty the trash.  And we too are disappointed that the new bottle filler water fountain is out of order.  We submitted a repair request and are waiting to have it fixed.  In the meantime, there are water fountains on the second and third floors.