服務及管理 Services & management

有關服務及管理的意見共 82 項。
Total 82 written comments related to Services & management received.

註:除了出於保障個人私隱而作出刪改外,讀者意見一欄內的文本皆為原文轉錄。如果讀者希望向圖書館提供更多意見或者對圖書館回應作出跟進,歡迎親臨圖書館諮詢服務臺、致電 29486653或電郵至?libinfo@eduhk.hk。

Remarks: Users’ comments are transcribed without editing except for privacy concerns. Users are welcome to contact us in person at the Information Counter on G/F of Mong Man Wai Library, by calling 29486653, or by email at?libinfo@eduhk.hk?to send us further feedback or to follow up with the Library responses.

讀者意見 User’s Comments 圖書館回覆 Library’s Responses
1 1. cleaners manner is yet to be improved. when they are using the cleaning trolley, some of them park in right in front of the lift and when the lift door opens, they immediately push the trolley into the lift WITHOUT the awareness of there are people coming out of the lift. I was hit by that trolley several times, esp in the morning. And the most horrible part is that they NEVER apologize as if I was wrong and they were always correct to hit others. Please do not say they the cleaners do not know their trolley has hit others, they always have eye contact with me and keep pushing the trolley in even though they know I am finding a way to get out of the lift. Comments noted and have been forwarded to Estates Office for follow up.
2 1. may consider open the 2/F even during non-exam period as the study spaces of G/F and 1/F are not enough
2. though the renovated toilets are nicer, higher quality cleaning services are expected (i.e. hope the cleaners are really cleaning the toilets during the scheduled time for cleaning it, instead of chatting with another cleaner inside the toilets)
3. the tables are dirty and covered with dust, the cleaners seem never clean them
3. sometimes, there are died insects on the tables on G/F, 2/F, 3/F and 4/F, more “real” cleaning is expected, because holding the towels and walking pass the tables / placing the towels on the table for 0.5 seconds DO NOT mean you have cleaned them. The working attitude of the cleaners can be greatly improved. Please do NOT shelter them.
Extension of opening hours on different floors will be considered in future review based on the actual usage and needs of library users.

Comments on cleaning issues have been forwarded to Estates Office for follow up.

3 請問你們的清潔人員的職責是甚麼?為什麼圖書館二丶三丶四樓的書枱都佈滿或多或少塵灰丶有的甚至有不同種類的昆蟲死屍?建議聘請真正做清潔的清潔人員,並考慮讓他們於圖書館開門前半小時或開門後半小時至一小時之內先清潔書枱。不然,同學丶老師們都在使用,他們就只會拿著抹布巡遊一圈,從來不用清潔丶也沒有抹枱。就這個問題我已致電information counter 數次,每次回覆”會留意”。”留意”完,清潔人員照舊在quiet zone 高聲聊天丶拿著抹布當道具在館內散步一圈,態度散漫。有的則在洗手間(~2-3pm) 講電話,沒廁紙不換丶垃圾筒滿了不處理…講完電話發覺自己誤了工作時間,就匆匆用很濕很濕的地拖草草拖一次,弄得地下非常濕就當做完了清潔工作,工作態度惡劣。 Comments noted and have been forwarded to Estates Office for follow up.
4 the e-library’s auto-logout system is inconvenience, it will log out the account automatically in a short period even though we are using the personal computer (which has a lower risk for others to steal the information etc.). Students always do their assignment for few hours, so we need to sign in again and again for couple of time. Comments noted. Please contact us for assistance at the Information Counter / by email (libinfo@eduhk.hk) / by phone (29486653).
5 各樓層的飲水機也給人不清潔的感覺,有些飲水機還出現生鏽,請考慮引入如學校其他地方的新式飲水機。 Comments noted and have been forwarded to Estates Office for follow up.
6 Awkward that the library’s each floor has water dispenser installed yet users are not allowed to drink except the lounge. Hydration is very important to users especially under cold or hot climate in winter and summer. Water in spill-proof containers is allowed anywhere in the MMW Library and the TKOSC Learning Commons. Spill-proof containers include bottles with twist-on lids, sport bottles and thermos bottles. Please visit?Food and Drink Policy for details.
7 No bringing food into the library is not a policy that make any sense, sometimes students will be hungry and they have to get some food. Biscuits, chocolate, etc. should be allowed be bring inside the library but only students have to get out of the library to eat. Comments noted. Please note that hygiene issues and pest problems because of users eating and drinking in the Library has gotten worse over the past months. Subsequently we have to tighten up enforcement of our Food and Drinks Policy.




8 The library should not allow any eating and drinking IN the library except water. If students need a place to drink, eat, and sleep, then the university should arrange other places for this function rather than using the library. Comments noted.? The Library has considered carefully the pros and cons of different drinking and eating arrangements, and have consulted different user groups.? As a result, the Lounge on G/F of the Mong Man Wai Library has been designated to be the only area for food and drinks consumption.? It has instantly become the most popular place in the Library and is well received by our students.??We will closely monitor the usage, and we believe our students are considerate and will make proper use of this new facility.
9 The new library policy don’t allow students bringing any food and drinks into the library even put it in our own bags. Once I was using the library computer and didn’t know the new policy, there is a librarian peeped my bags and discovered there was a pack of cough sweet. the librarian required me to leave or go to the other side of the library. I know there are many students eating in library and making everywhere so dirty, but the new policy is going too far! Putting some food in my bags really does’t mean I am going to eat it in the library. What is more, if the students want to eat secretly in the library, they can still hide the food in their pocket. There is no way to check everyone’s own belongings. This policy is unwise and the behavior of the librarian peeping my bag is rude.
If library hope to stop people eating in the library, i would suggest to catch in act and forbid the offenders using the library service.
Comments noted and we have reminded library staff that intrusion of user privacy is strictly forbidden.? Please note that hygiene issues and pest problems because of users eating and drinking in the Library has gotten worse over the past months. Subsequently we have to tighten up enforcement of our Food and Drinks Policy? which are not new regulations.



10 The 24-7 area was in bad hygiene, sometimes smelly and feeling itchy. And the G/f toilet is horrible dirty. The light and water sensor are not functioning in order. Comments noted and have been forwarded to Estates Office for follow up.
11 the sofa of the lounge area are filthy!change or clean them!!!
12 Some measures should be taken to punish the absence of study carrels after booking. For example, You can’t use the booking service for one week after 3 times absence. Comments noted. The Library?Booking System is set up to avoid abuse of facilities. A booking session will be cancelled automatically by the system if a user failed to check-in within the compulsory check-in period. The seat will then be released for booking by other users within that timeslot.
13 經常有人未有預約但霸佔了4樓自修閣座位,希望職員可多加監管 Library users may use empty Study Carrels on walk-in basis but they could be asked to give up the seats if someone else book the Study Carrels with the Library booking system. Therefore we encourage all users to make advanced booking before using library facilities even though booking is not compulsory.
14 1) Suggested the reservation period starts from 00 instead of 30 to eliminate our workload to memories such a special setting.
2) Suggested to make each reservation time from 2 hours to 3 or 4 hours per slot to avoid oversight especially when we are indulged in writing thesis or proposal which taking a long time in working on 4th floor.
The booking hour is set at 9:30, 11:30 and so on instead of 9:00, 11:00, etc. because the classes normally starts at half-past the hour at EdUHK.

We shall further review the length of each booking session. But based on past survey results, majority of our users prefers to keep 2-hour booking session.

15 4/F check in time can be shorter in order others wait for those late-coming people too long We shall further review the length of each booking session. But based on past survey results, majority of our users prefers to keep 2-hour booking session.
16 It would be better if the seats in 4/F can be booked every hour (not two hours now) and at the same time, the system allows users to check in for two hours in one go. Because the booking system now is not good for students who have classes between, for example, 14:30-16:30.
17 Some students are chatting or even discussing for a long time at the quiet areas sometimes. It would be better if there are staffs who can warn them to be quiet. Comments noted and we have arranged regular patrols of the Library. Library staff will warn users who are found making noise except in the designated Discussion Zones.

However, maintaining a quiet study area will require cooperation and self-discipline of all library users. When assistance is needed, users can contact Library staff immediately so that appropriate action can be taken. Library Regulations have also been revised for better management of library facilities.

18 A library should be a quiet space. However, i used the EdUHK MMW library since January to March, 2019 and found most of the time full of noise pollution, predominantly from the users. For example, some users often talk to others with loud voices and disrespectful attitude. A vivid example is that most of the [personal description removed] students are quite annoying when they speak in the library space without concerning others’ feelings. These should not happen in a library, especially a university library should be professional and well-managed. Lamentably, some of them had used headsets to listen songs. But most of their headsets cannot truly cover the sounds and thus disturb the users. Comments noted and we have arranged regular patrols of the Library. Library staff will warn users who are found making noise except in the designated Discussion Zones.

However, maintaining a quiet study area will require cooperation and self-discipline of all library users. When assistance is needed, users can contact Library staff immediately so that appropriate action can be taken. Library Regulations have also been revised for better management of library facilities.

19 圖書館寧靜區,還是會有人說話也沒有人管,甚至還會有人帶東西去吃。 Comments noted and we have arranged regular patrols of the Library. Library staff will warn users who are found making noise except in the designated Discussion Zones.

However, maintaining a quiet study area will require cooperation and self-discipline of all library users. When assistance is needed, users can contact Library staff immediately so that appropriate action can be taken. Library Regulations have also been revised for better management of library facilities.

20 有時候在G/F的寧靜區不斷有電話鈴聲和有人傾電話,管理員可幫忙提醒或加強使用者寧靜地使用該地方的概念
21 4/F is spacious but sometimes, students held discussion there.

 

22 Stricter rules should be implemented in quiet zones. Some users can be loud. It will be great if staff can intervene and keep the order in there.
23 寧靜區依然有人大聲討論或說話
24 When there are students who are talking in the quiet zone, now staff came up and stop them and no report system.
25 There are usually students talking in quiet zone when others are studying.
26 the opening period can be longer Comments noted and will be considered in future review based on the actual usage and needs of library users.
27 增長其他樓層非考試時間開放時間
28 考試期可以延長
29 (1)可考慮圖書館一樓作24小時開放,方便同學討論研習,現24小時開放的區域多為寧靜區。

(2)增加紫外線消毒機的數量

30 make more space for 24 hours
31 到了第二學期期末啦,希望二樓盡快24小時開放喲!感謝! Comments noted and 2/F was open 24 hours during the recently ended Examination Period.
32 The opening time of the study carrels on the fourth floor of Mong Man Wai Library can be extended to 19:00 on Sunday evening. Comments noted and will be considered in future review based on the actual usage and needs of library users.
33 Longer opening hours, especially for 1/F, is recommended to be open 24-hour or till midnight.
34 The staff always walk around 4/F. Why no staff take care 1/F . There is so many students eating. Out of library control.
Why so different?
Comments noted and we have arranged regular patrols of the Library regarding eating in non-designated areas.
35 There are often books cannot be found even the status is available ,and I try to find it for a whole week but it never at the place that it suppose to be. Users can request for a “tracing service” at the Circulation Counter and they will be informed once the requested item is found. Users may approach counters for assistance if “available” items are not found on bookshelves or sorting shelves.
36 The books, especially the non-circular textbooks in 2F, are always not putted back in it’s place, not convenient for finding. It would be better if they are managed more often.
37 兒童圖書館書本不整齊,找不到書
38 兒童圖書館書籍編經常混亂
39 兒童圖書館應該以中英分類,並且將小學及幼兒圖書分開擺放,再以不同主題分類。 Comments noted and will be considered.
40 Some staffs are really harsh as we don’t drink coffee but she didn’t allow us to bring it to the library. It’s an instant coffee pack. My backpack is in the library and I got it from my friends but the staff didn’t allow us to bring it in so we have to dump it. It’s a waste. And you should be more flexible. Food and drinks are not allowed to be brought into the Library other than areas designated by the Librarian. Please note that hygiene issues and pest problems because of users eating and drinking in the Library has gotten worse over the past months. Subsequently we have to tighten up enforcement of our Food and Drinks Policy.
41 2. almost all the staff are helpful, except for [personal description removed]?seldom wears her name card, while all her colleagues wear theirs. I went to the borrowing-books counter, she rudely asked me to leave the counter and use the borrowing machine instead. If her duty is only to ask library users to leave the counter when they were already at the counter, please fire her to save money, posting a notice saying “pls leave the counter and use the machine” will be fine. That [personal description removed]?staff was on duty at the borrowing-books counter afternoon and evening using computer B.
She also scolded to a person at the other side of her mobile phone in the 4/F and G/F toilets for a long time.
Comments noted with thanks. We shall provide proper training to ensure the service quality of counter staff.
42 1. library staff (esp. those who are responsible for putting the books back on the shelves) chat loudly in the quiet zone in the morning
43 管理合理,部分工作人員態度惡劣。
44 Sometimes I have a feeling about being monitored by staff which makes me anxious and I feel some staff’s emotions or attitudes may be a little terrifying that possibly leads low emotional problems to students emotional disease originally. Comments noted with thanks. We shall provide proper training to ensure the service quality of counter staff.
45 There was a few times when I queue to use the circulation counter (as there were errors in the self-return machine), I was asked to wait and those queuing behind me were being served first. They were students who ate and drank in the library.

I feel very disappointed that there are so many students who do not respect the very basic rules of a library.

Although it is important to warn them, I don’t think they should be served with priority when other library users who have true needs are waiting.

46 Staff:
Very poor & impolite attitude
Not helpful
Very rudeThe [personal description removed]?staff unauthorized opened my bag and take out my things. It is very unacceptable.
Comments noted with thanks. We shall provide proper training to ensure the service quality of counter staff.
47 Staff won’t stop inappropriate behaviours even when they SEE them i.e. [personal description removed]?students chatting loudly, [personal description removed]?students laughing continuously and loudly in non-discussion areas. but if the same happens to [personal description removed]?students, staff will verbally remind them. please upgrade staff’ language skills in order to maintain the order of library in a fair manner
48 [personal description removed] staff is very impolite to students. [personal description removed]she rudely ordered students to leave the circulation counter and use the self-checkout machines instead. [personal description removed]
49 The staff at borrowing counter is not helpfull. They always refer my question to next counter. They surf internet, talking but not pay attention to student need. Comments noted with thanks. We shall provide proper training to ensure the service quality of counter staff.
50 Staff were not friendly and helpful. Was being rude by members of staffs several times.
51 個部消磁機勁慢, 如果一次過借得多, 要等好耐好耐
仲慢過以前每本嘟另外有某一兩個女職員態度非常差
有次我借十幾本書, 佢一副唔想做既樣,
叫我下次可以用自動借書機
有出糧請佢返黎, 叫佢做份內事,
叫我用借書機自己整,
唔好同我講佢推介我用借書機呀
佢真係[foul language]完全唔想做,
發住灰氣咁幫我借個堆書
[personal description removed]其他的職員大部份都好好, 好感激佢地幫忙
有時我留左d書, 星期5我離開學校先通知我拎
星期六日唔會返黎學校, 拎唔到本書
有個[personal description removed]女職員,好好咁話可以幫我搵返本書比我借, 非常友善
52 The staff are helpful. Comments noted with thanks.
53 職員有效快速處理問題
54 圖書館職員十分好, 友善,專業,十分欣賞!
55 態度好,及時給予協助
56 工作人員態度很好,樂於幫助學生,謝謝!
57 Greatly appreciate the friendly and helpful staff with positive attitudes.
58 Circulation desk staffs are very helpful
59 圖書館職員十分有禮貌!!!!
60 Staff are helpful and friendly ??
61 The staff are very friendly and always super helpful and take an interest in what you want to do. Thanks.
62 True light returning book but the system is backlog to show the record around 2 working day (Saturday and Monday). It caused confusion… Comments noted with thanks. Due to the limited size of serving population and physical restraints at the Kowloon Tong Satellite Centre, daily delivery of books to and from the Tai Po Campus cannot be arranged at present. We shall further study on cost-effective measures to reduce the delay.
63 Suggested to host more technical and soft research skill workshops, e.g. NVivo, interview skills, etc.
Suggested to enhance the access right of e-books or articles, especially in the off-campus
Although we have various books, multimedia and online resources covering topics such as NVivo and other research skills / tools, the Library is not in the position to provide workshops on these research topics.

Please contact us for assistance on off-campus access to online resources by visiting the Information Counter / by email (libinfo@eduhk.hk) / by phone (29486653).

64 GOOD Comments noted with thanks.
65 very good service, very innovative equipment (e.g. UV-light book sterilization machine)
66 不錯
67 OK
68 good.
69 very good and professional service regarding the book request process. really thanks!
70 4. Your “WhatsApp a librarian” is very helpful, and your staff members always respond promptly. Again, my appreciation.
71 1. Sometimes students tend to talk too liberally in the Learning Commons on the Ground Floor. I enjoy in particular your free coffee. Comments noted with thanks. Please report problems to library staff for follow up actions and assistance as necessary.
72 Perfect Comments noted with thanks.
73 Very good, efficient and kind-hearted service!
74 Locker service is too good to have especially when I am holding some reserve books and I need to go out for lunch.
75 Courteous and generally excellent!
76 Fine
77 Thank you very much for your service. Especially, I wish to thank a security guard of the overnight shift. I once lost my mobile phone and she was the one helping me to contact the person who picked my phone. Unfortunately, I do not know her name. However, I still remember that she has short hair and wear no glasses. Thanks a billion, madam!
78 Very unsatisfactory x 10000 Comments noted. Please report problems to library staff for our follow up actions and assistance.
79 no  

Comments noted with thanks.

80 NIL
81 no
82 None