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Library Administrative Manual

3.13 Responses To Patron Inquiries and Concerns Procedures

I. General

  • Suggestions that relate to Library policies and services may be discussed as part of regular Library Management Team (LMT) meetings to see if we can/should make suggested changes in our current policies and services.
  • Timeliness objectives: When the suggestion includes contact information or is a frequently asked question/suggestion, a timely response is needed. The respondent, the appropriate LMT reviewer, and the person posting and/or replying to the suggestion should each complete their task within a week. For suggestions that do not identify the person submitting them, and do not reflect patterns of questions/suggestions, but to which a response is still desirable for posting, responses should be prepared within a month.
  • Selected suggestions/responses may be recommended by the respondent or the LMT reviewer for posting in the display case near the Information Desk, on the Library FAQ page, or the InvestiGator Plus FAQ page.
  • Recommendations should be made to the LMT reviewer who will select and forward to the Administration Office for coordination of posting:
  • Display case near Information Desk: handled by Library Administration Office staff
  • Web Server Frequently Asked Questions: handled by WebGroup
  • InvestiGator Plus Answers: handled by OPAC Coordinator

II. Suggestion Box

  1. Collecting Suggestions
    Retrieved weekly by IRIS Operations Coordinator who forwards all of them to the Library Administration Office.
  2. Tracking Responsiveness
    Administration Office staff member logs suggestions, assigns a number to each, and forwards to University Librarian (UL) to review and assign distribution through Division Heads (DHÍs).
    DHÍs redirect suggestions to appropriate respondents and establish a deadline for returning a draft response.
    Respondent drafts an answer and returns it to the appropriate DH.
  3. Responses -- DHÍs review the responses and forwards them to Administration Office to complete the log and to coordinate posting of reply.

III. Electronic Suggestions

  1. Collecting Suggestions and Recommendations for purchase
    Retrieved weekly from InnoPAC by Collection Acquisition Management (CAM) Collection Development (CD) Coordinator.
    CAM CD Coordinator redirects recommendations for purchases to appropriate selectors.
    CAM CD Coordinator forwards other suggestions electronically to Administration Office and the OPAC Coordinator.
  2. Tracking Responsiveness
    Administration Office logs suggestions (excluding purchase recommendations), assigns a number to each, and forwards the batch electronically to UL and OPAC Coordinator.
    OPAC Coordinator identifies which suggestions are InvestiGator Plus specific for Coordinator to handle and notifies Library Administration Office, which forwards remainder to UL and DHÍs.
    UL/DHÍs redirect suggestions to appropriate respondents and establish a deadline for returning a draft response.
    Respondent drafts an answer and returns it to the appropriate DH.
    OPAC Coordinator forwards draft responses to Head of Systems/Collection Management Services for review.
  3. Responses -- UL/DH reviews the response and forwards it to Administration Office to complete the log and to coordinate posting or reply.

IV. E-Mail Reference Questions

  1. Current E-Mail Reference user guidelines re: service, turn around time and submitting questions are posted on the LibraryÍs web site under "Research Advice and Instruction," then "E-Mail Reference."
  2. E-Mail Reference coordinator responds to all requests, either answering inquiries or informing person that their question has been re-directed giving the name of library person. Program-related and subject-related inquiries will be forwarded to appropriate individuals (e.g., subject librarians, unit heads, archivists, etc.) Reference Coordinator is designated back-up.
  3. E-Mail Reference coordinator maintains a "response file" for Frequently Asked Questions, and forwards those to the LibWeb coordinator to consider for the libraryÍs web page "FAQ" section.

V. Libweb Inquiries

  1. Inquiries e-mailed to LibHelp, Library or LibWeb are directed to LibWeb. The Electronic Access Coordinator is responsible for answering or re-directing inquiries. The Library Web student assistant acts as back-up.

Approved by LMT: 1/26/98

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