# data[].attributes.body
Please confine your feedback to professional matters. Personal remarks are not at all what I intended. I have moved some posts out of public view.
Thank you

# data[].attributes.headline
I think face to face is probably better for this sort of thing. TBH its been the worst few weeks I have ever experienced at QM Library service. Disorganised, chaotic, stressful, no support, new staff just thrown onto the frontline without any training or support, the ISAs are carrying the whole of Public Services without any thanks at all.

# data[].attributes.subject
I think face to face is probably better for this sort of thing. TBH its been the worst few weeks I have ever experienced at QM Library service. Disorganised, chaotic, stressful, no support, new staff just thrown onto the frontline without any training or support, the ISAs are carrying the whole of Public Services without any thanks at all.

# data[].attributes.headline
I am wondering why the lowest grade (ISAs) was left alone at the Welcome Desk to deal with the high volume of students. The IT Helpdesk temporarily based at the Library was staffed by Teamleaders, supervisors and assistants at all times. A supervisor or Teamleader was present to assist the team. I suggest that ISAs should have a supervisor or Teamleader working on the floor during the busiest weeks of the year. Please do not use the excuse that 'you can always call the DM' because issues rise in seconds and we do not have time to call.

# data[].attributes.subject
I am wondering why the lowest grade (ISAs) was left alone at the Welcome Desk to deal with the high volume of students. The IT Helpdesk temporarily based at the Library was staffed by Teamleaders, supervisors and assistants at all times. A supervisor or Teamleader was present to assist the team. I suggest that ISAs should have a supervisor or Teamleader working on the floor during the busiest weeks of the year. Please do not use the excuse that 'you can always call the DM' because issues rise in seconds and we do not have time to call.

# data[].attributes.headline
New members of staff should not start in Training Week, they need to start in the summer for orientation etc.

# data[].attributes.subject
New members of staff should not start in Training Week, they need to start in the summer for orientation etc.

# data[].attributes.headline
I felt that I could not leave the desk to use the bathroom. I had to provide services to all students plus train and support new colleagues  thrown at the front-line. I was very close to a nervous breakdown.

# data[].attributes.subject
I felt that I could not leave the desk to use the bathroom. I had to provide services to all students plus train and support new colleagues  thrown at the front-line. I was very close to a nervous breakdown.

# data[].attributes.headline
users are sent straight over from SEC to see IT even though staff know users cards will not allow them access. This causes congestion at the entrance as they try and use their cards

# data[].attributes.subject
users are sent straight over from SEC to see IT even though staff know users cards will not allow them access. This causes congestion at the entrance as they try and use their cards

# data[].attributes.headline
We need more support from Teameaders and IAs. We need at least one of them working at the Desk between 12:00-17:00.

# data[].attributes.subject
We need more support from Teameaders and IAs. We need at least one of them working at the Desk between 12:00-17:00.

# data[].attributes.headline
Why are managers still having their usual weekly meetings when we are so busy? 

# data[].attributes.subject
Why are managers still having their usual weekly meetings when we are so busy? 

# data[].attributes.headline
The recruitment process takes too long at public services, it needs to be improved. This leads to panic moves, such as taking untrained staff during the busiest time of the year. Agency staff could have joined in August to give them proper 

# data[].attributes.subject
The recruitment process takes too long at public services, it needs to be improved. This leads to panic moves, such as taking untrained staff during the busiest time of the year. Agency staff could have joined in August to give them proper 

# data[].attributes.body
taining

# data[].attributes.headline
IT Services should be based somewhere else, not behind access controlled gates

# data[].attributes.subject
IT Services should be based somewhere else, not behind access controlled gates

# data[].attributes.headline
Sentry gates need re-configuring to guarantee that they will read the barcode before the chip

# data[].attributes.subject
Sentry gates need re-configuring to guarantee that they will read the barcode before the chip

# data[].attributes.headline
Working at the Ground Floor during the RED weeks is hazardous to your mental health due to noise, repetition of unresolved issues and inadequate training, you need to have nerves made of steel. The workload should be shared equally among all grades. 

# data[].attributes.subject
Working at the Ground Floor during the RED weeks is hazardous to your mental health due to noise, repetition of unresolved issues and inadequate training, you need to have nerves made of steel. The workload should be shared equally among all grades. 

# data[].attributes.headline
users coming into Library just to print their pre-enrollment forms, we have to see confirmation they are coming to QM, to issue a day pass, so have long queues

# data[].attributes.subject
users coming into Library just to print their pre-enrollment forms, we have to see confirmation they are coming to QM, to issue a day pass, so have long queues

# data[].attributes.headline
New members of staff not being trained properly they shadow a tour then are expected to do their own

# data[].attributes.subject
New members of staff not being trained properly they shadow a tour then are expected to do their own

# data[].attributes.headline
There should not be an amnesty re. day passes, we are told to ask for confirmation user is to attend QM to issue them, users come in just to see IT, print or just to look at library with family members and are able to access unlimited for the first few weeks of term

# data[].attributes.subject
There should not be an amnesty re. day passes, we are told to ask for confirmation user is to attend QM to issue them, users come in just to see IT, print or just to look at library with family members and are able to access unlimited for the first few weeks of term

# data[].attributes.headline
Please ensure that there will be some action taken  after receiving this feedback.

# data[].attributes.subject
Please ensure that there will be some action taken  after receiving this feedback.

# data[].attributes.headline
Start of term should be planned in May, not  August...

# data[].attributes.subject
Start of term should be planned in May, not  August...

# data[].attributes.headline
I think we must have one or two persons at the exit gates, because when all the people at the WD are busy, noone is watching those who go out.

# data[].attributes.subject
I think we must have one or two persons at the exit gates, because when all the people at the WD are busy, noone is watching those who go out.

# data[].attributes.headline
We definitely need people helping students with printing, scanning etc. cause they keep coming at the Welcome Desk and ask us to assist them practically with anything

# data[].attributes.subject
We definitely need people helping students with printing, scanning etc. cause they keep coming at the Welcome Desk and ask us to assist them practically with anything

# data[].attributes.body
Too many people with access enquiries. Takes up most of out time

# data[].attributes.headline
It services should not be based int he Library.  There cards never work for new students

# data[].attributes.subject
It services should not be based int he Library.  There cards never work for new students

# data[].attributes.headline
Yes to the other message about supervisors. The DM/IA should be on the Welcome Desk assisting. 

# data[].attributes.subject
Yes to the other message about supervisors. The DM/IA should be on the Welcome Desk assisting. 

# data[].attributes.body
Can we have tours more often ? not just at the start of the year!

# data[].attributes.headline
The ISAs are keeping the library running smoothly, where are our managers?? having meetings, or 3 and a half hour 'TL/co-ordinators day' on a Tuesday afternoon at Whitechapel when we are understaffed and have over 1,000 users in ME library

# data[].attributes.subject
The ISAs are keeping the library running smoothly, where are our managers?? having meetings, or 3 and a half hour 'TL/co-ordinators day' on a Tuesday afternoon at Whitechapel when we are understaffed and have over 1,000 users in ME library

# data[].attributes.headline
users not knowing to scan their cards at old top up machine to register for printing, can this not be moved outside? we have numerous enquiries about not be able to print and this is the reason, maybe relocate it to IT?

# data[].attributes.subject
users not knowing to scan their cards at old top up machine to register for printing, can this not be moved outside? we have numerous enquiries about not be able to print and this is the reason, maybe relocate it to IT?

# data[].attributes.headline
when will the problems with Alumni cards ever be resolved? We at reception have to deal with the fallout from users when their cards are STILL not working...

# data[].attributes.subject
when will the problems with Alumni cards ever be resolved? We at reception have to deal with the fallout from users when their cards are STILL not working...

# data[].attributes.body
Not enough staff are recording stats and I think a new approach is needed to capture how busy the sites are.

# data[].attributes.headline
Old "top-up" machine should be outside the Library, preferably in IT Services in the Queens' Building

# data[].attributes.subject
Old "top-up" machine should be outside the Library, preferably in IT Services in the Queens' Building

# data[].attributes.headline
Get as many staff members as possible in the front-line, temporarily suspend all background projects for 3 weeks.   

# data[].attributes.subject
Get as many staff members as possible in the front-line, temporarily suspend all background projects for 3 weeks.   

# data[].attributes.body
No one knows how to find the library staff. I need a uniform to reinforce my importance and superiority.

WE NEED uniforms so we all look the same and can provide excellent customer service. Preferably dress us like IKEA workers in humbug-striped tops.

Large name badges with 'HELLO MY NAME IS' would be good too

# data[].attributes.body
The barriers, or front lines as they're known, remind me of the trenches back in the war. I am constantly worried about the threat of a gas attack from the students in the Zoo.

Recently my doctor diagnosed me with something called 'student shock'. It's similar to shell shock (it's like PTSD), but it means I uncontrollably lose the ability to do my job when the library has an occupancy above 800.

# data[].attributes.body
I think people need to wear their lanyards first . People get freaked out when they see people speaking to them. Not sure if they are staff.. Also people will not come and ask you questions. Maybe not uniforms but a dress code would be good.  looks more professional.Maybe people will treat PS with more respect that way.

# data[].attributes.body
The IT helpdesk in Library were temp staff.

# data[].attributes.body
I like the idea of the book displays, but the one in mile end is a bit crap and it looks unloved

# data[].attributes.body
I think name badges, like the NHS ones (the big yellow ones) could be good, and help to increase staff visibility.

# data[].attributes.headline
It is not reasonable to ask staff members to spend time recording feedback when it is SO BUSY. We are failing to capture real data.

# data[].attributes.subject
It is not reasonable to ask staff members to spend time recording feedback when it is SO BUSY. We are failing to capture real data.

# data[].attributes.headline
If customer service managers need evidence about the quality of the service they are welcome to work at the Desk

# data[].attributes.subject
If customer service managers need evidence about the quality of the service they are welcome to work at the Desk

# data[].attributes.headline
Library Information Support Assistants should have to deal with library membership enquiries, not having to control access for visitors, contractors, the milkman and all the parcel deliveries for not-library-related offices.

# data[].attributes.subject
Library Information Support Assistants should have to deal with library membership enquiries, not having to control access for visitors, contractors, the milkman and all the parcel deliveries for not-library-related offices.

# data[].attributes.headline
Please get examples from other Teams across the University on how they organise and deliver the start of the term. The IT helpdesk and Registry have all their staff members of all grades at the front-line. Routine meetings are postponed 

# data[].attributes.subject
Please get examples from other Teams across the University on how they organise and deliver the start of the term. The IT helpdesk and Registry have all their staff members of all grades at the front-line. Routine meetings are postponed 

# data[].attributes.headline
Staff members work hard at the ground floor but their work remains unnoticed as their Line managers and supervisors are not there 

# data[].attributes.subject
Staff members work hard at the ground floor but their work remains unnoticed as their Line managers and supervisors are not there 

# data[].attributes.headline
I was expecting that Customer Service managers would nominate the team for a bonus this year as the service was delivered despite the difficulties

# data[].attributes.subject
I was expecting that Customer Service managers would nominate the team for a bonus this year as the service was delivered despite the difficulties

# data[].attributes.headline
the start of term was affected by high levels of absence due to sick leave etc, is anyone looking at this? can we have some statistics? Staff members who come to work are overloaded and their well-being is low

# data[].attributes.subject
the start of term was affected by high levels of absence due to sick leave etc, is anyone looking at this? can we have some statistics? Staff members who come to work are overloaded and their well-being is low

# data[].attributes.headline
we need a consistent leave policy for the start of term, fairly applied to everyone, but again would this prevent staff members booking 'emergency leave'?

# data[].attributes.subject
we need a consistent leave policy for the start of term, fairly applied to everyone, but again would this prevent staff members booking 'emergency leave'?

# data[].attributes.headline
students put pressure on Welcome Desk staff to call their subject Librarian immediately or find the delayed book order purchased by the collections team. The other library teams should be more visible, but unfortunately they are located behind locked doors on the 2nd floor office.

# data[].attributes.subject
students put pressure on Welcome Desk staff to call their subject Librarian immediately or find the delayed book order purchased by the collections team. The other library teams should be more visible, but unfortunately they are located behind locked doors on the 2nd floor office.

# data[].attributes.headline
We were extremely busy with the students but some colleagues working on 2nd floor office put more pressure on us by organising interviews and meetings in the library rooms and failing to provide instructions about access to their guests 

# data[].attributes.subject
We were extremely busy with the students but some colleagues working on 2nd floor office put more pressure on us by organising interviews and meetings in the library rooms and failing to provide instructions about access to their guests 

# data[].attributes.headline
I'm having great difficulty in recording stats at the desk as the workflow is continuous and it is unprofessional to delay students. An IA or TL should stand at the Welcome DEsk monitoring the queries and taking stats. Too much pressure put on the lowest pay grade staff. Recording stats, working under noise plus having to use the phone to call the DM all the time. 

# data[].attributes.subject
I'm having great difficulty in recording stats at the desk as the workflow is continuous and it is unprofessional to delay students. An IA or TL should stand at the Welcome DEsk monitoring the queries and taking stats. Too much pressure put on the lowest pay grade staff. Recording stats, working under noise plus having to use the phone to call the DM all the time. 

# data[].attributes.headline
it would help if we did not have to offer 'secretarial and reception' support to careers, ers, and other teams who work in the office

# data[].attributes.subject
it would help if we did not have to offer 'secretarial and reception' support to careers, ers, and other teams who work in the office

# data[].attributes.body
We should have teaching and learning team downstairs  for a bit. Plus careers  ect. They Should help in tours.

# data[].attributes.headline
the environment is problematic, too much red and dark ceiling, you have the impression you are entering a club. the space aggravates students' behaviour.  

# data[].attributes.subject
the environment is problematic, too much red and dark ceiling, you have the impression you are entering a club. the space aggravates students' behaviour.  

# data[].attributes.headline
staff members working at the desk expressed well-being concerns (too many tours per staff member done in noisy environment led to sore throats), staff could not leave the desk to go to the toilet, headaches due to noise etc

# data[].attributes.subject
staff members working at the desk expressed well-being concerns (too many tours per staff member done in noisy environment led to sore throats), staff could not leave the desk to go to the toilet, headaches due to noise etc

# data[].attributes.headline
the DM has to be placed at the WD during busy hours (11:00-18:00?)

# data[].attributes.subject
the DM has to be placed at the WD during busy hours (11:00-18:00?)

# data[].attributes.headline
More cross-site (including from IAs) so staff at other sites know what stresses Mile End staff have to deal with.

# data[].attributes.subject
More cross-site (including from IAs) so staff at other sites know what stresses Mile End staff have to deal with.

# data[].attributes.headline
the script for the tours is old and not user friendly. We were not given enough info about the laptop loans and fines reduction BEFORE the tours. We kept giving wrong info

# data[].attributes.subject
the script for the tours is old and not user friendly. We were not given enough info about the laptop loans and fines reduction BEFORE the tours. We kept giving wrong info

# data[].attributes.headline
saw the revolving door catching student feet, bags and long dresses a million times, maybe someone should be monitoring this and completing near miss forms?

# data[].attributes.subject
saw the revolving door catching student feet, bags and long dresses a million times, maybe someone should be monitoring this and completing near miss forms?

# data[].attributes.headline
a disabled student asked for leaflets about the building accessibility, does anyone know how to respond to this?

# data[].attributes.subject
a disabled student asked for leaflets about the building accessibility, does anyone know how to respond to this?

# data[].attributes.body
Experienced TLs were working together with temp staff at the IT Helpdesk. IT helpdesk had at least 10 staff members at their helpdesk during peak hours (library had 4, most of the time grade 2).
IT temp staff had intensive training before the start of term. What did we offer to our temp staff?
For more info about IT helpdesk staffing levels please contact current IT TLs, some of them used to work for the library.

# data[].attributes.headline
Sentry does not recognise new cards but students are advised to go to the library immediately after enrollment to see the IT helpdesk (based temporarily at the library for what reason?).  Temporary IT helpdesk location at the library does not make sense. Students are given the wrong impression and they keep returning to the library looking for ITs, then we have to divert them back to Queens Building. VERY CONFUSING.

# data[].attributes.subject
Sentry does not recognise new cards but students are advised to go to the library immediately after enrollment to see the IT helpdesk (based temporarily at the library for what reason?).  Temporary IT helpdesk location at the library does not make sense. Students are given the wrong impression and they keep returning to the library looking for ITs, then we have to divert them back to Queens Building. VERY CONFUSING.

# data[].attributes.headline
In term time we should have a permanent IT desk in the Library during term time, users still think they are based here

# data[].attributes.subject
In term time we should have a permanent IT desk in the Library during term time, users still think they are based here

# data[].attributes.headline
Make the revolving door generate green energy

# data[].attributes.subject
Make the revolving door generate green energy

# data[].attributes.body
Students use the door like hamsters in a wheel, we could capture the energy using a turbine and power the welcome desk PCs with it #greenMary

# data[].attributes.body
felt that I could not leave the desk to use the bathroom. I had to provide services to all students plus train and support new colleagues  thrown at the front-line. I was very close to a nervous breakdown.

# data[].attributes.headline
Why did we have to set up student print cards

# data[].attributes.subject
Why did we have to set up student print cards

# data[].attributes.body
Either IT or the SU made it so student's had to tap their cards on the machines - either to show off the SU giving everyone £10 or because IT didn't train their staff properly. Next year we need better comms between the library and the other uni depts

# data[].attributes.headline
The immediate entrance to the ground floor of the Mile End Library does not suggest to our users that they are entering a Library: no sign of any books, a depressing black ceiling, everything resembles an airport terminal, and overall this area is an empty and very noisy void. The noisy behaviour from everyone entering the building consequently has very debilitating effects on staff who are "penned in" behind a totally inadequate Welcome Desk area. This is another reason why the start-of-term experience this year was universally appalling for Public Services staff. 

# data[].attributes.subject
The immediate entrance to the ground floor of the Mile End Library does not suggest to our users that they are entering a Library: no sign of any books, a depressing black ceiling, everything resembles an airport terminal, and overall this area is an empty and very noisy void. The noisy behaviour from everyone entering the building consequently has very debilitating effects on staff who are "penned in" behind a totally inadequate Welcome Desk area. This is another reason why the start-of-term experience this year was universally appalling for Public Services staff. 

# data[].attributes.headline
other departments and Librarians from the upstairs office should help with the tours

# data[].attributes.subject
other departments and Librarians from the upstairs office should help with the tours

# data[].attributes.headline
Subject Librarians and their teams should have drop in sessions once or twice a week in term time, similar to the teaching and learning 

# data[].attributes.subject
Subject Librarians and their teams should have drop in sessions once or twice a week in term time, similar to the teaching and learning 

# data[].attributes.headline
Gathering at the welcome desk happens too often especially moving between duties and with no uniform looks very disorganised.

# data[].attributes.subject
Gathering at the welcome desk happens too often especially moving between duties and with no uniform looks very disorganised.