We're Listening!

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.

Mar 31, 2016 · suggestion box

Comment/Suggestion: Noble has the resources needed for Engineers, Physics, Chemistry, Biology majors yet it is not open 24 hours like Hayden. WE need this library open 24 hours. Hayden does not have the resources we need.

Library Response:  Thank you for letting us know how much you appreciate the resources and services at the Noble Library.  We are not able to offer 24/7 hours at Noble at this time.  However, we do extend the hours during finals each semester.  For the upcoming May 2016 finals period, the hours will be:

Friday, April 29                     7am - midnight
Saturday, April 30                9am - midnight
Sunday, May 1                     10am - 2am

Monday, May 2                     7am - 2am
Tuesday, May 3                    7am - 2am
Wednesday, May 4              7am - 2am
Thursday, May 5                  7am - 2am

Friday, May 6                        7am - 9pm
Saturday, May 7                   9am - 9pm

Mar 10, 2016 · suggestion box

Regarding:  Interlibrary Loan Email Notifications

Comment/Suggestion:  Hi, I just think it is better if you notify us when you upload an electronic article I request through the interlibrary loan service. I really appreciate your service as I used that for a couple of time. But I wish I could get an email notification as sometimes I forget that I requested the article, or I have to check the website again and again. (We get notification when the requested book arrive through interlibrary loan service, so I wish you can expand the same service for the loan of articles) 

Library Response:  You are right that you should get an email notification when an ILL article is available for you to download, and in fact the system is configured to send emails automatically when the PDF is loaded into your account.  I just tried this with my own account today, requesting two articles, and I received two email notifications when they were available.  So if you're not receiving one, then that means something has gone wrong with your account.  Please contact us at 480-965-3605 and we will see if we can determine how to fix this for your account.

Mar 09, 2016 · suggestion box

Regarding:  Stress Relief at the Downtown Phoenix campus

Comment/Suggestion:  I think it would be a wonderful idea to get otter pups for the Downtown Phoenix Campus Library. They just need a little pool, and it would be very therapeutic and beneficial to the students, especially during finals week. Please see the link I have attached in this suggestion box. Thank you for taking the time to read this, and I sincerely hope you take this under serious consideration.  https://www.youtube.com/watch?v=sISpmaXOpRI

Library Response:  We understand that stress levels are high at times during the semester, and that there are different ways to provide relief for the stress.  While we won't be able to sponsor wildlife at the library, we do know that there are often stress relief breaks with therapy dogs around finals times.  Those are generally held at the Civic Center Park near the Dowtown Phoenix campus.  Please check with our staff at the library's information desk and see if they know of any upcoming stress relief events. 

Mar 09, 2016 · suggestion box

Regarding:  Wifi at Hayden Library

Comment/Suggestion: The wifi here is absolutely abysmal. Disconnects every few minutes and the strength fluctuates

Library Response: We understand that the wifi problems, which are occuring in multiple locations, are extremely frustrating.  We are working with the university's technology team to address the problem and hope for appreciable improvement soon.  

Mar 09, 2016 · suggestion box

Regarding:  Hayden Library

Comment/Suggestion:  I am not complaining about this, but I thought you should know that the new laptop cases in bathrooms are not working. They can't hold bigger laptops and they keep falling down with laptops! 

Library Response:  Thanks for letting us know that these laptop holders aren't working quite the way we had hoped.  We're going to see if we can improve them with sturdier materials.  It's important for the laptops to be safe!

Mar 09, 2016 · suggestion box

Regarding:  Food in Libraries

Suggestion/Comment:  This comment is following on from a previous suggestion regarding food in the libraries. While I understand that some allowance for food and drink is essential to promoting contentment, happiness, and successful study, it would be much better if there were specific zones where food is allowed. I myself occasionally enjoy a snack while studying, but I try to be respectful of other students and sit near an entrance, outside when weather permits, or at least not in or near a quiet zone.  This is because I find it difficult to concentrate on my studying when a neighboring student is crunching or chewing loudly, or when certain foods are emitting pungent odors (especially in "quiet" zones) or when I, myself, am hungry but without sufficient time to obtain food. I would strongly suggest continuing to allow food and drink according to your existing policies, but restricted to particular areas, please, so that students who do not wish to hear or smell food being !

Library Response:  Thank you for your thoughtful comments regarding the current food policies in the library.  We can understand that both the noise and the smells of food can be distracting, especially when in a quiet zone.  The next zone adjustment is planned for the summer, and we will see if we can incorporate this into the zone system then.  

Mar 01, 2016 · suggestion box, web site

Over the past several months, we've had several requests from ASU library users for the ability to keep track of their check out history on their library accounts.  Here are a couple of the requests:

I was looking for a link that would show me all the books I have checked out and returned over the course of the semester.  If a link exists, I could not find it.  I think this would be very handy for students to review the books we have checked out and returned. 

May I suggest that students be able to see all books they checked out during a semester or academic year? There have been several occasions that this would aid me during my research projects. Especially for graduate students, who may forget they have already looked at a book.

We thought these were great suggestions, and we are happy to share we enabled the ability to remember "reading history" on ASU library accounts.  This feature, however, is something you have to opt-in to activate.  Once the opt-in process is complete, it will let you track what items you've checked out using your ASU library account.

To opt-in:  

  • go to My Library Account and click on the "Reading History" link on the left menu 
  • Click the Opt In button to activate your reading history.

The reading history will begin when new items are checked out, and items currently checked out aren't added to the history.  You can opt out of the service at any point.

Library users are encouraged to regularly monitor their reading history lists, with the understanding that the we cannot recreate the history once deleted.  

Privacy Warning: If you choose to opt-in, the information contained in the history is subject to disclosure pursuant to subpoena, warrant or court order. Please review the Library's confidentiality policy for more information.

Please contact Ask a Librarian with any questions about this new feature.  We're happy to help you make the most of the services we provide.

Feb 24, 2016 · suggestion box

Regarding:  Wifi at Noble Library

Suggestion/Comment:  PLEASE PLEASE PLEASE fix the internet at the Noble Library. It DOES NOT work.  I shouldn't have to worry about finding a wifi connection when I pay to attend school.

Library Response:  We completely understand the frustration of not being able to connect to wifi in the libraries.  We've had this problem not just in Noble, but in other libraries as well.  We know it can be impossible to get your work done without reliable internet connection.  Our systems technicians are working with the university technology providers and Centurylink to see if we can resolve this situation.  So far the feedback we have is positive, and we're hopeful it will improve very soon.

Feb 23, 2016 · suggestion box

Regarding:  Noble Library

Suggestion/Comment:  I feel like the library should invest in 1 or 2 heavy duty 3 hole punches because the small ones are decent but worn down and utilized quite a bit. It would help with large research print outs in creating folders. Thank you. 

Library Response:  Thank you so much for alerting us to this need in Noble Library.  The hole punches we have are indeed well-used, and at the end of their lifespan.  We placed an order today for three heavy duty hole punches for Noble.  They should arrive soon, and two will be on the first level, and the other will be located on the second floor.  

Feb 19, 2016 · suggestion box

Submitted:  February 19, 2016
Regarding:  Noble Library

Suggestion/Comment:  The library is dirty. Tables are disgusting, bathrooms are dirty and out of toilet paper, paper towels and soap (men's anyway); i'm sorry but the bathrooms also spell like old pee as well. . The lights at the individual study tables do not work (only some of the tables have working lights) The group study rooms on the second and third floor are dirty, the dry erase boards and filthy and trashes need to be emptied.  This is the worst I have seen this library EVER! As an engineering student, it is our primary library. We pay a lot of money to attend this school and we as students would think we could have a clean place to study and decent bathrooms to use.  I understand that some students need to clean up after themselves, but the overall library gets filthier with time.

Library Response:  Thank you for letting us know about the condition of the Noble Library. We have heard other comments as well, and we have contacted our custodial service about the poor condition of the library, which we agree is not currently meeting acceptable standards.

We know how important our spaces are to the students on campus, and how important the Noble Library is to engineering students. Having clean facilities are essential, and we're sorry our spaces are not at their cleanest at this time. We assure you we are working on this problem.

The lights at the individual tables were examined and repaired by electricians yesterday. They should be operational.

Thanks again for your comments, and please contact again with any additional feedback.