Customer feedback

We value your feedback and try to take positive action. You can let us know your thoughts either by speaking to staff, completing our feedback form, or tweeting us @uoblibservices.

See "Current issues" for what's already been submitted. 

  • Name

Current issues

We are aware of, and working on, the following:

Limited opening hours

We appreciate that library opening hours are limited compared to previous years. Our usual pool of staff is currently split across “bubbles”. This ensures a robust service, for example if a team had to isolate after testing positive for COVID-19, we would still be able to keep our buildings open, as the teams have not been in contact. However this does mean we are not able to open to our usual longer hours. We have tried to mitigate this by offering unstaffed spaces for late opening, e.g. the Murray Learning Centre is open 07:00-01:00 weekdays.

Book collection hour

Each person’s situation in regards to their library needs is unique, and we have received opposing feedback from students regarding the book collection hour. Some believe there are too few slots, some believe there are too many. As we’ve moved across the various phases of the pandemic, this is a balancing act for us to compare the needs of all our users and do what we can to maximise access. As such, the collection slots will for now remain at 8am-9am, Mondays, Wednesdays and Fridays.

Actions taken

In direct response to feedback, we have made the following changes:

Ticket booking for Main Library

To make sure we adhere to risk assessments, we must control numbers within our buildings, and in a site as popular as main library, this is done with the use of bookings via Eventbrite. Tickets are only released three days in advance to mitigate the number of “no-shows”. We would remind library users that:

1. Government guidelines and advice still outline that you should only use library study spaces if absolutely essential

2. Unless you require access to specific material, there are a variety of other libraries and study spaces available that may suit your needs, including the Orchard Learning Centre in Selly Oak.

The Green Heart marquee has now been opened as temporary additional study space, when not being used for teaching. Open 10:00 – 16:00 Monday -Friday, it has heating and basic exam-style furniture. Wifi is reasonable in the space, but access to power is limited, so remember to charge devices in advance. From 10 May, the marquee will become dedicated study space.

Access to e-content

To support students with bimodal teaching and remote learning, the Library signed a one year, nationally negotiated deal with a company called Kortext. Tutors can select one ‘key text’ for each module and if we don’t already have e-access, Kortext will try to supply those titles, so that every student on that module had unlimited access to the ebook for the 2020-21 academic year. These books appeared on ResourceLists.

Researcher Suite bookings for PGR

These bookings can now be made via the PGR canvas course.

New FindIt@Bham date filter

After performing a search on FindIt@Bham, you can now filter your results to a specific year date range. To do this, just run a search as normal, and then use the 'Date' range filter on the right of the results screen to narrow down your results to a publication year range.

Feedback is collated from a variety of sources, including the above form, social media, issues raised at departmental meetings, and comments to library staff.

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