How should I deal with complaints about the Whitechapel Library Preservation and Enhancement Project?
Answer
Workflow
In person enquiries:
- Ask them to complete the online feedback form: Library Services Feedback - Library Services (qmul.ac.uk) (access via the Contact Library Services menu on library homepage)
- If they'd like to learn more about the project direct them to the link on the library homepage
- You could also provide information about alternative study spaces (Old Library in Garrod Building, Mile End Library, West Smithfield Library)
- Log enquiry - choose Study Environment > Other and in the Other details free text box put 'Whitechapel Library Project complaint', also select Yes by the Feedback field
Email or LibAnswers ticket enquiries:
1. Reply to the email or ticket with a standard reply and cc the environment team (library-environment@qmul.ac.uk)
Thank you for contacting Queen Mary Library Services with your feedback about Whitechapel Library. I am referring your email to the Library Environment Team (cc'd) who will respond to you directly.
In the meantime, if you would like to find out more about the Whitechapel Library Preservation and Enhancement Project, please see our project webpages. You may wish to consider alternative study spaces, for example the Old Library in the Garrod Building, Mile End Library and West Smithfield Library.
Kind regards,
2. Log enquiry - choose Study Environment > Other and in the Other details free text box put 'Whitechapel Library Project complaint', also select Yes by the Feedback field
3. Move email to the 'Feedback' folder
Web chat enquiries:
- Provide option to complete the online feedback form or we can convert it into a ticket
- If select online feedback form, follow instructions for In person enquiries
- If select convert to ticket, follow instructions for Email or LibAnswers ticket enquiries
Noiseline enquiries:
- Thank the user for their feedback and ask them to complete the online feedback form
- Recommend alternative study spaces - is there somewhere else in Whitechapel Library that is less affected today? If not, Old Library in Garrod, Mile End or West Smithfield Libraries
- Log enquiry - choose Study Environment > Other and in the Other details free text box put 'Whitechapel Library Project complaint', also select Yes by the Feedback field (use method of enquiry 'phone').