a6dea592__University___Portland__Oregon__Responses
[Suggestions] September 24, 2012: I suggest that the library consider loosening the policies around access to library resources for alumni like access to laptop computers when being utilized within the library itself. On a recent visit to the library I requested to check out a laptop. When my student id was run through the computer I was "expired" (the library staff's exact words). I said, "Yes, I am an alumni" and he said that laptops were only available to current students and that I was not allowed to use a library laptop in the library. I now see that this policy is posted (along with a laundry list of "don't" for alumni) on your website. I did not see that prior to my visit. Instead, I called a day or so ahead and explained that I was an alumni who would like to check out a laptop and reserve a conference room in the library for a few hours. I was told this was fine and that there was no need to reserve a laptop or the conference room. So, aside from the need for flexibility, I also believe the library staff needs some etiquette training and should not treat alumni like second class citizens. I have yet to open my wallet to this university as an alumni and this, believe it or not, will delay my future donations. While I understand that there may be limited laptops available for use, some flexibility would go a long way with alumni relations. For instance, if I checked out the laptop and a student or faculty member needed it, I could have just returned it to the desk. [Responses] 
Clearly whoever talked to you over the phone made a mistake. Still, when you came in, we should have honored what we told you over the phone, lent you a laptop for a conference room, and explained that in the future our equipment and conference rooms are for currently enrolled students and faculty only. We will educate our front line staff to not use the word “expired” when a patron record becomes inactive. We set alumni patron records to become inactive on an annual basis so we can confirm correct contact information. Alumni are welcome to use the computers and resources in our libraries, but we must keep our equipment and conference rooms for currently enrolled students working on their assignments and group projects. We deeply regret the miscommunication on this. Thanks for writing so we can improve our customer service. No one should have feel like a second class citizen. If we had properly explained our policies right up front, none of this would have happened.
Suggestions • Marylhurst University • Portland, Oregon
Responses