You saidwedid nov 2010

“The recent changes to what we’re allowed to do and where are excellent, however, I’d
recommend a couple of further changes:
Firstly, I see no reason why snacks shouldn’t be taken onto the upper levels
Secondly, mobile phone calls should be permitted in the stairwells.”
I’m delighted to hear that you like our recent initiative allowing food and drink into certain parts of the
building. To answer your individual points:
- Why can’t we allow food on to levels 3 & 4? - Introducing these new rules does have an impact on our
cleaning services infrastructure and we need to carefully manage this. We also have evidence from other
Library users who say that they do not want to work in areas that allow food to be consumed. It’s very difficult
trying to support the wide variety of needs of our different users but we feel that the current arrangement is a
fair compromise.
- Mobile phones should be permitted on the stairwells – We do actually receive complaints from other users
about noise travelling up from the stairwells into the study floors from people’s phone calls and other
conversations.
The refurbishment project will introduce lobby spaces at the top of each stairwell so that the noise
generated from calls/conversations can be more easily contained. I appreciate that you don’t feel it’s too
disruptive at the moment but we have to consider the whole range of opinion.
Ewan McCubbin
Assistant Director of Library
Services (Public Services)

“The new ‘silent zone’ policy needs to be enforced. Glad that soft drinks are now
allowed – makes studying for longer periods much easier.
Communal/group work area downstairs a good idea but risks reducing effective
study space during exam season. Open up the library ‘classrooms’ as study space
– empty and unused 95% of the time.”
Silent Zone enforcement/Students talking on mobiles in silent zones: If you are having problems like this,
please do tell a member of Library staff as soon as possible and we will speak to the offending individual. Our
staff are hopefully more identifiable now that they are wearing ID and/or branded polo shirts so that should
help a bit!
We have just employed a new team of Attendants in the Library who, as part of their duties, will regularly
patrol the public areas to encourage compliance with the regulations. This full team will be in place in the next
week but, in the meantime, we’ll do our best to keep an eye on things and to patrol the zones.
Drinks – I’m glad you like the fact that we are allowing drinks to be brought into the Library. This is proving
to be very popular.

(Continued)
General Zone – I note your comments on the need for effective study space at exam time. Clearly
we’re very limited with the space that we have when we’re trying to respond to massive and varied
demand for different types of space at different times of the year. We can look into options like
temporarily re-designating parts of the General Zone as a temporary silent zone during exams but
I’m not sure how practical this would be to enforce or would people find it confusing to have a
change? What do you think?
Seminar rooms – within the next year, the first phase of the interim redevelopment project will be
complete. At this stage, we expect this to have dramatically increased the number of bookable
group study rooms available to students. In the meantime, I’m working with Library colleagues to
make sure that we administer access to the 2 existing rooms as effectively as possible.
Ewan McCubbin

“I like how hot drinks are now allowed on Level Two. But I think telephone
conversations or talking out loud in general should be prohibited. It is after all a place
to study.”
I’m glad to hear that you like the fact that hot drinks are now allowed in the Library. We’ve had
many positive comments from other users about this initiative so it’s very encouraging.
I note that you feel phone calls and talking in general should not be allowed on level 2 as it is a
place for study. We’ve taken the decision to zone the level 2 area in this way for various reasons.
Firstly, as our publicity highlighted, we’ve had consistent and growing demand from large numbers
of students for this kind of space. The vast majority of university libraries have started to provide
this type of facility in recent years, recognising that the traditional, silent, individual form of study is
not necessarily the preferred choice for all students all of the time.
Two thirds of our public study space is designated as silent and we will be regularly patrolling these
zones to encourage observation of the silent rules.
Ewan McCubbin

“On the 3rd and 4th floors, it seems there’s air conditioning and it is really cold. It is
not very comfortable to study in such conditions. Is there any possibility of turning off
the air conditioning, or make it a little bit warmer?”
I’m sorry you’ve been finding it cold – I’m afraid that fluctuating temperatures are a common
problem that we experience in this building. It’s often too cold in the winter and far too hot in the
summer.
We have reported this particular problem to our colleagues in Estates and have asked for it to be
investigated. You may be aware that a £7m refurbishment programme of the improvements to the
building is due to begin in June next year. A key part of these refurbishments will be to repair and
fix many of these long-standing environmental problems.
Until then we will hopefully be able to address the immediate problem with a visit from our
engineers.
Ewan McCubbin

“Your online SAULCAT is extremely useful and saves time. The ML section has lots of fine
books on music and composers, scores and journals. Staff are always friendly, kind and very
helpful and patient.
The reference and rare books sections are honestly thrilling and a great privilege to use.
SCONUL is a Godsend. The £15 ILL fee is not. ”
I’m delighted to hear such positive comments about our services and staff, it’s very encouraging and I shall
pass these on to colleagues.
With regards to your complaint about our inter library loan charges. We are unfortunately not able to offer a
subsidised service for inter library loans for admitted/external readers. The University is charged £9.50 by
the British Library for book loans and we have to add our postage and packing charges on to this. The £15
charge contains no element of profit for the Library.
I understand that the local public library in St Andrews can sometimes obtain inter library loans at a lower
cost so that may help you. I will, of course, pass your comments on to my colleagues in our inter library
loans team and ask if that we keep our policy and prices under review.
Ewan McCubbin

“Changes in the food and drinks rules are great. Some of the resources, mainly texts/books could be
updated.
My biggest problem/complaint is that you/the Library are only open till 9pm on Saturdays. I know
this seems odd to complain about, but Saturdays are my main late night working days. I am not sure
if there are enough people to justify a change though. ”
I’m sorry you feel that some of the books need updated. This is something we can address but we
of course need specific information. I would strongly encourage you to contact a member of our
Academic Liaison Librarian team with some specific details? Our Liaison librarians work closely
with academic colleagues to ensure that the collections sufficiently reflect the needs of teaching,
learning and research in the University. There’s a liaison librarian for each school. They can help
with all manner of things related to the Library and are paid to answer your questions so please
don’t hesitate to contact them!

(Continued)
Saturday evening opening hours. Our hours are under constant review and have been extended recently to incorporate Sunday
mornings. Believe or not, St Andrews does have the some of the most extensive opening hours of any UK university library. We open
105 hours a week during semester and are the second longest in Scotland after the University of Glasgow.
However, clearly there are times of the week where we could do better and I’ll take your comments about Saturdays into account.
We’d already identified a number of times this year where we felt we needed to improve – e.g. exams and the Easter vacation.
Ewan McCubbin

“What did you do? Signs saying that we should love our Library, bins to put various items of waste
in, and some pointless pieces of furniture downstairs? What was the process by which you came to
these implementations? Did you brainstorm these ideas? Take a straw poll?
None of these things deal with the problems of this library: (1) not enough space to work (I have had
to leave two times this week due to no space) (2) no heating on the top floor (on Saturday me and a
friend were in blankets) (3) not enough books (4) horrid interior, carpet and lighting. ”
I'm sorry to hear that you're not happy about our recent changes of policy, zoning, furniture and the new
recycling bins. To answer your points in turn:
• Signage. We felt it important to promote the new zoning clearly and visibly to all users of the
building and it does appear to have worked. Signage, as with all parts of the campaign, was developed in
consultation with the Students' Association.

• Recycling bins. Recyling in the Library since the introduction of these bins has increased
dramatically which we believe is a good thing. The installation of the bins was a necessary part
of being able to revise the rules on food and drink in the Library.
• "Pointless furniture downstairs" - We have seen growing demand from a range of users for
several years for the introduction of this type of facility. Clearly many students want to sit in
more relaxed areas and this new furniture has actually increased the total number of seats
available in the Library. I'm sorry that you don't personally like it but the immediate popularity
of this space is quite evident.
• How did we decide on these changes? As our publicity stated, we have had numerous requests
from students for many years for all of these changes - e.g. people wanting to bring coffee in,
find soft seating, work in groups etc. This has been collated from daily comments,
academic/student liaison and more formally through student surveys.

I'm sorry that you don't feel that these changes deal with the problems of the Library. We have had
comments from many other students who take a different view and feel that these have been
positive changes. To answer your specific criticisms:
• Not enough space. We quite agree, the Library is far too small for the current demand
placed on it by students. The interim redevelopment project due to begin in June 2011 will not
increase the physical building but it will dramatically increase the number and types of seating
spaces for students. Until then, we have to work with the building as it is. The introduction of the
soft seating has provided an additional 36 study spaces.
• No heating. There have been problems with the heating in recent weeks and engineers
have being doing everything they can to improve things. I'm afraid that the fundamental
heating/ventilation system in the Library has been in need of replacement for some years. This will
cost a significant amount of money to repair and the basic problems will finally be resolved next
year when the interim refurbishment project begins.

• Not enough books. If there are specific resources that you don't feel we have enough
of, please do let a member of our Academic Liaison Librarian team know (contact details are on our
website). They work closely with members of academic staff to make decisions on the resources
that we have. Often the reason we don't have enough books is lack of information from the people
who need them. If we have specific details of which books you need, we can certainly address the
problems.
• Carpet/lighting. You will find many others, including myself, who agree with you on
the carpet and lighting. These have been issues for a number of years but it is only now, with the
University's investment of £7m next year, that we can replace the carpet and lighting.
Ewan McCubbin

“I love working in the library, however every floor except the main level is always freezing. I
would work on the main warm floor, however the noise level is distracting. Is there any way to
turn up the heat so I don’t have to get dressed for an arctic expedition when I come to the Library
to study?”
I'm glad to hear that you love working in the Library but am sorry you've had problems with the
heating. It's true, there have been some difficulties in the last couple of weeks and our engineers
have been doing their best to solve them.
I'm afraid that the fundamental problems that we have with the Library being too cold in the winter
and too warm in the summer are long standing. It's only now that the University is investing £7m in
the interim redevelopment project (due to begin in June 2011) that these essential improvements can
be made.
Until then, please do keep feeding back to our staff if you're having problems in specific parts of the
building. There are sometimes quick fixes that we can make to alleviate the problems to some
extent.
Ewan McCubbin

“Top floor is very cold. Hard to find somewhere to sit and work. Some areas have nowhere to plug
in laptop chargers.”
I'm sorry you've been finding it cold on the top floor. We have been having some problems and our engineers
have been doing everything they can to make things better. The Library has, unfortunately, had long-standing
problems with being too cold in the Winter and too cold in the Summer.
With the £7m investment in the Library redevelopment project due to begin in June, we will now be able to
address the fundamental problems with the heating and ventilation infrastructure. Until then, I can only
apologise for any discomfort you are feeling and encourage you to keep Library staff informed about problems
you're having.
We are often asked for power points for laptops and provision of sockets has actually been significantly
increased in recent years. The problem of course is that we have a building designed at a time when there was
no demand for laptop power. The redevelopment may allow us to increase the number of power points on level
2 but there will still be spaces on levels 3 & 4 away from the perimeter of the building that we won't be able to
provide power to.
Ewan McCubbin

“The division of the Library is a good idea and has been very well done. However some
students are persistently gathering on the stairs and talking in groups or are conversing on
mobile phones, where it is clearly marked that this is prohibited. Some enforcement required
please.”
I'm glad to hear that you like our zoning initiative and that we've got the balance right.
We do try to enforce the rules as much as possible but I would encourage you to please let a member of
our staff know if you are having problems with particular users at any time. If we know there is
disruption, we will be happy to speak to those causing it.
By way of patrols, we now have our new Library Attendant team in place. This team, members of
whom will be on duty whenever we're open, will be able to patrol the public floors and stairwells to
encourage compliance with the new regulations. Hopefully this will help matters.
Ewan McCubbin

“(A) The general zone could be a little larger and those red seats aren’t that practical but it’s
generally good.Might be better if it was somehow more separated from the area where people study.
(B) There should be a cheap (!) coffee machine like the one in Purdie which has coffee for 20p. (C)
How about some art on the outside façade? Something like the things Ned Kalin does would work.”
I’m glad to hear that you like the principle of the General Zone but note that you feel it’s not large
enough. The General Zone is the entire floor space of level 2, not just the area with the new soft
seating and group study tables.
We’re unlikely to be able to introduce a coffee machine between now and the interim redevelopment
project starting in June next year. There will be a café facility in the new space on level 2 including
coffee and other vending facilities.
We would be delighted to see improvements made to the outside of the building and the interim
project will allow us to achieve a great deal. The entrance to the building will move to the east side
and will include a far more welcoming approach to the space for users. We will have the
opportunity to consider the use of artwork later on.
Ewan McCubbin

“The online chat function is really good. Staff always reply in time and are very friendly, not
only online but in general. Two things need improvement: (1) The copy machines are slow!
Please get new machines, it takes ages to make copies. (2) Printing at St Andrews Uni is a
disgrace. Please get a system where you send a job to a central server and then print your
stuff off by logging into the printer anywhere on campus. (3) Please get more vending
machines in the entrance area, with stuff like Coke/Red Bull/Chewing Gum.”
Photocopiers being slow – I’m sorry you’re finding the machines too slow. If you could identify
particular machines that are slow that would be useful – we could then investigate. If it’s a
general problem, please let me know and again we can ask our engineers to check them out.
Printing problems. There’s been an acceptance for some time now that printing for students
need to be improved. To that end, our colleagues in IT Services (who run the printing system)
have just installed 4 new print kiosks in the main library on levels 2, 3 and 4. You can now send
your print jobs to the central print queue from anywhere in the University and then sign into the
kiosk to print out your work. Instructions are next to the printers and wider publicity about this
change will be coming out shortly.

Ewan McCubbin
Vending machines – we’re unlikely to be able to put any additional vending machines in at
the moment due to space restrictions. We’re happy to investigate with the suppliers the
possibility of introducing some of the items that you mentioned in your feedback into the
existing machines. Catering will generally improve with the introduction of a Library café
by Autumn 2011. This facility will include a servery area for cold food and hot drinks along
with additional vending facilities.

“I notice you have changed the rulings pertaining to the use of mobile phones and there are
some other rulings I will now have to scrutinize. I should take the opportunity to thank you
for the use of a personal computer in the main library and despite the obvious distractions
hopefully I can improve my Spanish.”
I am glad to hear that you find the computer access in the Library useful. Please get back in in
touch if you have any other comments or suggestions.
Ewan McCubbin

“Where have the paper recycling bins gone? Paper is one of the biggest wastes in the
Library!”
I note your comments about the paper recycling bins. Our cleaning staff have been moving them
around a little bit since we introduced our zoning/food & drink policy changes recently. There
should still be paper bins on each floor along with the new bins for bottles, cans and general
waste.
Ewan McCubbin

“As a commuting student, it’s great that I can now eat in the Library on the entrance floor – it has
saved me a lot of money by not going to coffee shops for lunch for the sake of having somewhere
dry to sit and eat a packed lunch.
However, it would be good if the new rules and regulations were more strictly enforced. For instance
there are always people talking on phones, especially on the stairwells, which is disturbing and
distracting (especially if you are studying nearish the door on 3rd level. New rules are ace, they just
need enforcing. Thanks.”
I'm delighted to hear that you like our initiative allowing drinks and food into sections of the Library. I
should say that the needs of commuting students were a factor in driving this decision forward. I'm
also glad to hear you like our zoning. We are doing our best to enforce these regulations and have just
employed a new team of Library Attendants who will be patrolling the building to encourage
cooperation. This team will be complete and in post by Friday 12th November. In the meantime,
please let a member of Library staff know if you are having particular problems with noise from
specific people. We will certainly speak with students causing any disruption in the areas designated
as silent etc.
Ewan McCubbin

“I appreciate the introduction of new sofas on the ground floor however I wish measures could be taken
to prevent people putting their feet on the sofas. On a number of occasions I have been prevented from
sitting down because the sofas are dirty. On public transport there are signs asking people not to put their
feet on seats, why can the same not be done here? Additionally there is always a security guard a few
metres away, can they not be responsible for upholding certain standards?”
I'm sorry you're finding the behaviour of other users in the soft seating area annoying. We have been aware of students putting
their feet on the furniture but have taken the decision to adopt a "wait and see" approach just now. Clearly this type of furniture
will encourage a more laid back atmosphere and some students are perhaps more relaxed than others.
I have asked our cleaning colleagues to keep an eye on the situation and we will review it towards the end of semester. If we find
that the furniture is becoming consistently dirty/damaged as a result of user behaviour, we will have to consider a different
approach.
Thanks again for your comments and we'll certainly keep them in mind when reviewing the situation at the end of the year.
Ewan McCubbin

“While I understand the university is under a lot of pressure to accommodate changes across the board, one of
the main ones I would love to see implemented would be making the Main Library a 24 hour library. I believe
this could be done with minimal staffing (only a security guard for the night shift).
This would increase the study space available at night, increase access to resources, and possibly even
increase student morale as all-nighters all alone in one’s bedroom can be a depressing thing. I know it would
take a lot of work to implement such a change but I feel it would be greatly appreciated by the student body.”
We are often asked about the possibility of 24 hour opening and it's something that we would like to
consider at some point. We have increased opening hours steadily over the last couple of years - e.g.
opening on Sunday mornings for the first time this year. St Andrews does now have some of the best
opening hours for a university library in the UK. We are likely to consider 24/7 opening at certain times
initially - e.g. exam time - and then keep things under review.

Ewan McCubbin
There is in fact quite a lot planning to do for something like this - staffing provision, budgets for any
increased staffing budget, impact on the building's heating/lighting and the potential impact on cleaning of
the building.
So thank you again for your comments. We will continue to review opening hours in response to demand but
24/7 opening is unlikely to be introduced imminently.

“The new rules on food and drink have improved this library no end as it ends the silly and
pointless trip outside for a sandwich. The staff are always incredibly helpful and friendly and
a pleasure to deal with.”
I'm delighted to hear that you like our food & drink initiative. We've had many other positive
comments which is very encouraging. As publicised, we will make a final decision on the
permanent retention of this policy after the New Year.
Thank you also for the kind comments about our staff - it's great to hear that their hard work is
appreciated!
Ewan McCubbin

“The marginal cost of talking and phone calls is equal to the reduction in produced output by those agents
who are distracted. The production of output, i.e. research activity, is negligibly low on the stairwell. Hence
it makes absolutely no sense to forbid the above-mentioned activities. I have never talked on the stairwell
and I do not use a mobile phone. It is merely a matter of general economic efficiency.”
I note your comments on the stairwell and that you feel it makes little sense to restrict phone
calls/conversations in this area. We've taken the decision to discourage these activities for 2 main reasons:
- The physical infrastructure of the stairwell means that noise from conversations on phones or between
individuals does tend to travel quite easily. We do in fact receive complaints from other users that they find
this "travelling" noise distracting. The Library redevelopment project will allow for the introduction of
lobbies at the top of each stairwell - this should significantly help contain noise.

Ewan McCubbin
- The stairwell is the primary fire exit route from the upper floors of the Library and it is therefore
important that we try to keep it as clear as possible. It's a busy area and people sitting on the stairs
taking calls or having other conversations can be obstructive for others.

“I’m confused by the ‘do not use mobile phones’sign in the men’s bathroom on the 3rd
floor. Is it because people talking on the phone may be heard by people trying to study? If so
texting should be fine. I feel like the sign should read instead ‘please refrain from talking on
mobile phones’. This way students can see the intent of the sign and not feel impolite for
using their phone for ‘non-call functions’as other signs have called it.”
This sign was out of date and not in line with new policy – it has now been removed.
Ewan McCubbin

“I think the bikes in the bike shed need sorting out – most of them are permanently there and it’s really
irritating when you can’t find a place to put your bike. You could put a tag on each bike saying
something like ‘if you don’t remove it soon it will be taken away.’ Then you can have a bike sale of the
leftover ones!”
The bike shed falls under the remit of Estates rather than the Library and the suggestion has been
passed on accordingly.
Ewan McCubbin

“Ground floor is far too loud now – people not doing ‘group work’ but just chatting and making noise. I
much prefer last year’s system – it is difficult to focus anywhere in the ‘General Zone’.”
Ewan McCubbin
We’ve taken the decision to zone the level 2 area in this way for various reasons. Firstly, as our publicity
highlighted, we’ve had consistent and growing demand from large numbers of students for this kind of
space. The vast majority of university libraries have started to provide this type of facility in recent years,
recognising that the traditional, silent, individual form of study is not necessarily the preferred choice for
all students all of the time.
Two thirds of our public study space is designated as silent and we will be regularly patrolling these zones
to encourage observation of the silent rules.

“Longer opening hours please. Especially during Easter holidays when the entire Medical School is
studying for exams. Most importantly, longer opening hours on Friday and Saturday!”
Graeme Hawes
Assistant Academic Liaison
Librarian
We have increased opening hours steadily over the last couple of years - e.g. opening on Sunday
mornings for the first time this year. St Andrews does now have some of the best opening hours for a
university library in the UK.
It is also very likely that we will have extended opening hours over the exam period – we will advertise
this well in advance. We will continue to review opening hours in response to demand, but it is unlikely
that Friday and Saturday opening hours will be extended in the immediate future.

“How did we do? Not very well. The zoning system was simply put in place, by way of expensive
posters and bins, a system that was already widely carried out by students anyway.
The allowing of mobile phone calls on the ground floor has reduced the usefulness of the area and
forced more people upstairs. This makes it harder to find desks and harder to concentrate as people
continuously walk past in search of desks.
On top of this the cafeteria referred to by the student on your posters clearly referred to a place to
buy food e.g. the Old Union diner style of food. Is it too much to ask to be able to buy a hot cup of
tea or a sandwich. A poor effort – the Library remains a disgrace to this fine University and an
insult to the students who try to study here.
We are ‘students’not ‘customers’, your attitude is wrong.”

Graeme Hawes
Librarian
I’m sorry you don’t like the recent changes in zoning policy but the results show that it has been embraced
by many students – the General Zone is a hive of activity and we have received a lot of positive feedback
from students.
Two thirds of our public study space is designated as silent and we are regularly patrolling these zones to
encourage observation of the silent rules.
Catering will improve with the introduction of a Library café by Autumn 2011. This facility will include a
servery area for cold food and hot drinks along with additional vending facilities. This will be part of an
on-going redevelopment of the Library – a clear sign the University is committed to improving the Library
and its services.
With regard to use of the word ‘customer’ It is worth remembering that the University Library serves not
just students and staff but members of the general public – we aim to make all welcome.

“Good work, but coffee machine needed! Cannot be too expensive, e.g. up to 30 pence per
coffee (like in Purdie Building).”
A popular suggestion, but we’re unlikely to be able to introduce a coffee machine between now and
the interim redevelopment project starting in June next year. There will be a café facility in the new
space on level 2 including coffee and other vending facilities.
Graeme Hawes
Librarian

“Upper floors are freezing.”
We have reported this particular problem to our colleagues in Estates and have asked for it to be
investigated. Following this temperature levels do seem to have improved on the upper levels.
You may be aware that a £7m refurbishment programme of the improvements to the building is due
to begin in June next year. A key part of these refurbishments will be to repair and fix many of
these long-standing environmental problems.
Graeme Hawes
Librarian

“I’m not entirely sure what has been accomplished with this ‘face-lift’. It was an unwritten rule that
the top floors were for study and the ground floor for socializing. I do hope that the money for all
the flyers and posters has not been taken out of the book fund. The ground floor is now a cafeteria
and a coffee lounge.
For the solitary student who favored silence this is a slight drawback. Then again, at least it is a step
in the right direction to specify clearly where people can socialize and where they can study. I hope
the Rare Books collection (the best asset the Library has) will not suffer from the facelift.”
It is important to distinguish between the move to rezone the Library and the first phase of redevelopment
which will begin next year. It has been important to clarify exactly what behaviour is expected in different
zones, to try and develop a Library which accommodates all our users (as far as is possible).

The University has recently committed substantial sums of money for additional resources, including
the ‘book fund’ – and this is most welcome on top of the plans to improve the physical building. We
are well aware that our Special Collections (including Rare Books) are a unique resource and all the
work being undertaken now is with a view to further strengthening and increasing the visibility of our
Special Collections.
Graeme Hawes
Librarian

“Amazing! Very, very pleased with the changes – cold food and drink, talking/group work
zones and silent zones are all great! Also pleased there is someone on the desk after 5pm.
The Library has made some fantastic improvements. Only remaining complaint: worst ever
hours for a Library! Can’t believe it’s not open past Midnight ever, and closes at 9pm some
nights. Longer hours would make those of us with late jobs very happy.”
We’re glad you like the changes! With regard to opening hours, believe or not, St Andrews does
have the some of the most extensive opening hours of any UK university library. We open 105
hours a week during semester - the second longest in Scotland after the University of Glasgow.
However, clearly there are times of the week where we could do better and I’ll take your comments
about Saturdays into account. Our hours are under constant review and have been extended recently
to incorporate Sunday mornings. We’d already identified a number of times this year where we felt
we needed to improve – e.g. exams and the Easter vacation.
Graeme Hawes
Librarian

“Too cold, especially on the first floor. Otherwise the new system is very good as the University is
lacking somewhere you are able to bring your lunch and do group work.”
Thank you for your kind words.
With regard to the temperature we have been having some problems and our engineers have been doing
everything they can to make things better. The Library has, unfortunately, had long-standing problems with
being too cold in the Winter and too warm in the Summer.
With the £7m investment in the Library redevelopment project due to begin in June, we will now be able to
address the fundamental problems with the heating and ventilation infrastructure. Until then, I apologise for
any discomfort you are feeling and encourage you to keep Library staff informed about problems you're
having.
The redevelopment should also allow us to offer more versatility in terms of food, drink and group work space.
Graeme Hawes
Librarian

“I appreciate the new recycling areas as I want St Andrews to be as green as possible. The
newly renovated area outside the Library looks improved as well as the ‘zone rules’.
However the heating needs to be fixed on the first floor.”
Thank you for supporting our new initiatives. The heating issue has been a recurring theme in the
first wave of comments and suggestions we have received. We have engineers working on the
heating problem in the short term and hopefully all floors will be kept at more comfortable levels.
With the £7m investment in the Library redevelopment project due to begin in June, we will now be
able to address the fundamental problems with the heating and ventilation infrastructure. Until then,
I apologise for any discomfort you are feeling and encourage you to keep Library staff informed
about problems you're having.
Graeme Hawes
Librarian

“Three things I have taken issue with since I first entered our Library which, for me, if attended to
would make this a perfect place to work.
Practical: There were only 4 comfy chairs in a Library that caters to 7,000. I am glad that couches
have been installed downstairs but some in the quiet zone would be nice. I know workspace is
limited but these would certainly be used for work.
Aesthetic: the carpet colour. I understand this type of tiled carpeting can be replaced relatively
cheaply. This is preferable to spending large amounts to paint the outside of the building.
Workspace: the nonstop electric hum is why I do not study or work in our Library. Ever. Perhaps I
am alone in finding this distracting.”
Most of these issues will be tackled by the Library redevelopment next year. We certainly plan to offer
more versatile seating – one of the problems with our existing building is that it was built to
accommodate half the number of students that now study here!
Graeme Hawes
Librarian

Graeme Hawes
Librarian
I don’t think anyone would argue against the carpet needing to be replaced – and again this is
something we are looking to do next year. Your final point is interesting – as far as I know we
have not had any similar comments. However the redevelopment may well address this issue of
noise from the plant machinery (though I can make no promises).

“I really like the new zone system, it means I can work with friends on the bottom floor or
really get my head into an essay in silence upstairs. Also really appreciate having drinks and
snacks on the ground floor – keeps us going a bit longer! Although I don’t really see why we
can’t take phone calls on the stairs as long as it’s quiet?”
We’re glad you find the recent changes to be positive. With regards to phone calls on the stairs we
do receive complaints from other users about noise travelling up from the stairwells into the study
floors from people’s phone calls and other conversations. With this in mind we decided to limit the
making and receiving of phone calls to Level 2. The stairwell is also a fire exit and so needs to be
kept clear – allowing phone calls might encourage people to sit on the stairs and potentially cause
an obstruction.
Graeme Hawes
Librarian

“I love my Library and spend a lot of time in here. So glad we can finally bring food and
drink in – I’m really happy with all the changes this year. Also the staff is always helpful.
Thanks!”
Thank you for your comments – we do work hard to try and constantly improve the service we offer
and feedback such as this is much appreciated by all staff.
Graeme Hawes
Librarian

“Is there any way to police the Library a bit more? I know this sounds extreme but people do
not always follow the rules and there are only so many times you can ask people to be quiet.
The new zones are great but they aren’t worth anything unless people are forced to follow
them.”
We now have Library Attendants in place and part of their job will be to regularly patrol the Library
to try to ensure the zoning guidelines are adhered to. Please report any unsuitable behaviour to a
member of staff and we will happily speak to those involved. However, ultimately we do also rely
on the goodwill of students to co-operate with the guidelines and ensure the zoning works for
everyone.
Graeme Hawes
Librarian

“Recalling books: if another copy is available, you shouldn’t be able to recall one someone
else has. I have had books recalled a few times now when I look at records and go into the
Library there are other copies of the book on the shelf – other people just haven’t found or
even looked for it.”
Unfortunately our Library Management System does not permit us to do this. We do rely on
students checking SAULCAT carefully – it is in nobody’s interest to recall a book when there is a
copy available in the Library.
Graeme Hawes
Librarian

“The study levels are very cold. I find it hard to study as my hands are almost numb. Many of
my friends also complain about this. Can it be arranged to have the heating turned up?”
The heating issue has been a recurring theme in the first wave of comments and suggestions we
have received. We have engineers working on the heating problem in the short term and hopefully
all floors will now be kept at more comfortable levels.
With the £7m investment in the Library redevelopment project due to begin in June next year, we
will finally be able to address the fundamental and long-standing problems with the heating and
ventilation infrastructure. Until then, I apologise for any discomfort you have experienced and
strongly encourage you to keep Library staff informed when you feel the temperature is too low.
Graeme Hawes
Librarian

“The upper levels of the Library are much quieter since the zoning, for which I’m very
grateful. But every time I go up or down stairs there are students shouting into their mobiles.
Please can you do something to discourage mobile use in the stairwells, as it’s very
distracting each time the door opens.”
Interestingly we have had comments both for and against phonecalls being allowed on the stairs. We
agree that the noise does travel and potentially disturbs users in the silent zones. Our newly
appointed Library Attendants will be patrolling all areas regularly to try and ensure users adhere to
the zoning policy, which includes no talking on phones in the stairwells.
The refurbishment project will introduce lobby spaces at the top of each stairwell so that the noise
generated from calls/conversations can be more easily contained, so in the longer term this should
become less of an issue.
Graeme Hawes
Librarian

“I think the new rules in the Library are great, and much prefer the new logo to the old one.
It’s nice to finally see the Library changing although you’ve always been great at listening to
book requests. I would suggest getting foam blocks to facilitate reading positions – and a 24
hour Library?”
Thank you for your comments. We have just put up plans showing the redevelopment timetabled for
next year – and this will include more versatile and improved study areas.
With regards to opening hours, we have extended our Sunday opening this year and we are planning
to offer additional hours at key times such as prior to the exam period. 24 hour opening is not
currently under consideration but it is a fluid situation and we will continue to listen to comments
and suggestions from our users on this matter.
Graeme Hawes
Librarian

“I have a desk on the 4th floor but it is so cold that it’s very hard to work. The AC is way too
strong and I really do not understand why. If you check, all of the students working at the
desk are wearing their jackets and scarves. It is just very cold and extremely uncomfortable.”
I’ve just been up on Level 4 and it’s still far too cold. I apologise for this. We have had engineers in
working on the heating and I will again raise this issue this afternoon.
Longer term the well-known heating and ventilation issues in this building will only be addressed
fully during the redevelopment project next year but in the short term we have to do better in
providing a comfortable environment for students.
Graeme Hawes
Librarian

“In my honest opinion there has been little change in the Library. Apart from the change of
rules about eating and talking (the zone-ing) and the few sofas on the main floor, there is
little change.
The heating on the 3rd and 4th Floor especially is not adequate, and I also think that the
toilet facilities are well below standard. These need to be improved before there will have
been any major change.”
The new furniture and the zoning policy are just the beginning of changes to be made in the Library.
Next year we begin our refurbishment project and we have just put plans up near the Library
entrance that you might want to take a look at. The long-standing heating issues in the Library will
only properly be addressed when the redevelopment goes ahead next Summer but we have had
engineers in to try and make Levels 3 and 4 more comfortable in the short term. In terms of the
toilets, the details are still under consideration as part of the project.
Graeme Hawes
Librarian

“I would like to make an appeal to the Uni Library to change their policy about reserving
rooms on the day to the evening before at least. This not only makes sense but is more
helpful to those who are well planned and committed to reserving rooms. Especially since
these are group rooms it lets the group be aware if two rooms are available; thus alternative
plans can be made accordingly.”
Thanks for your comment, you make a very fair point. Unfortunately at the moment we have a fine balance
between needing the Library Seminar rooms for staff (including information skills sessions held for students)
and trying to make it available for students at other times. We did previously have an advanced booking system
but unfortunately it caused more problems than it solved, with many repeat/block bookings for example.
The good news is that following the start of the redevelopment next summer we will have more group study
rooms (some dedicated to students) and hope to offer a far more flexible online booking system. I appreciate
that this does not solve the issue straight away but at least we are aware of what students want and have plans
to meet those needs.
Graeme Hawes
Librarian

“Don’t like the way that the bottom floor is a ‘general zone’. Very difficult to work in,
especially with people making phone calls and having full conversations. Library is small
enough without taking away one of the zones for working in.”
I’m sorry you don’t like the changes introduced by the new zoning policy. However we are
responding to student demands for more versatility in how our Library space is used, and I think it is
fair to say that Level 2 has been very busy and popular since the changes were implemented. In
addition we have received a lot of positive feedback from students and other users.
Two thirds of our public study space is still designated as silent and we will be regularly patrolling
these zones to encourage observation of the silent rules.
Graeme Hawes
Librarian

“I appreciate that we can now bring hot drinks/snacks into the Library. I think that it is
unacceptable that talking is allowed over the entire ground floor of the Library. Talking near
the couches is fine, but the large tables near the computers and the desks around the windows
represent a significant proportion of the total available study space in the Library, which
currently cannot be fully utilised for studying given the high level of noise.
Talking shouldn’t be allowed here (as it was before) so that people can actually study in the
Library. Moreover, given that a lot of desks on other floors are reserved for postgraduates this
area on the ground floor is the only place undergraduates are guaranteed to not be evicted
from.”

Thanks for your comments. I think it would have been very difficult to divide Level 2 into different
zones: noise from the comfy seating area would inevitably have leaked over into the ‘large table’
area. This latter area is as popular as ever with students which suggests, along with feedback we
have had, that the ‘General Zone’ has been warmly received by many.
The Library is very busy (which is great) but we are aware that we need more study spaces – the
building was designed for a time when student numbers were half what they are now. The
forthcoming redevelopment will add study spaces, beginning next year.
Graeme Hawes
Librarian

“I really like the General Zone – the tables and chairs are the right height and the sofas are
really comfy but solid enough to work sitting on.
Library could do with more space, more seats, more plug points. A larger Short Loan
section. Hot beverages (tea!), vending machine. Better heating/air conditioning.”
I’m glad you like the new General Zone. We are in agreement about the other things you list (except for the
larger Short Loan section). These issues will be addressed by the forthcoming redevelopment beginning next
year. We have plans now on show on Level 2 – please take a look and let us know what you think.
With regards to a larger Short Loan section: the Library already has more books than the building can
accommodate. Increasingly key core texts and readings can be provided by means of e-books and digitized
scans. We will be looking to expand the number of students who will be able to access core short loan items,
but this will likely not be by putting more print books into Short Loan.
Graeme Hawes
Librarian

“The Library is consistently cold and draughty. It is fortunate the new policy of allowing hot
drinks has been implemented, because they offer some source of comfort in an otherwise chilly
environment! As one of the main University buildings, I think making the Library an inhabitable
temperature should be a priority.”
Unfortunately there are long-standing heating and ventilation issues in the Library which will only
be addressed by the redevelopment of the building, beginning next year.
However in the short term we continue to work with Estates to try and make temperatures more
comfortable. Engineers have been back in the building today (26/11). I apologise for the discomfort
and would encourage all students to report instances of cold draughts and low temperatures to
Library staff straight away.
Graeme Hawes
Librarian

“The state of the lavatories over the weekend is really poor. The lavatories should be cleaned
more regularly. Thank you!”
Thank you for your comment. I have passed it on to the University’s Cleaning Manager.
Graeme Hawes
Librarian

“Please could you look into getting a water fountain on every floor? It would save a lot
of time (that should be spent working) going up and down the stairs. Thank you.”
As you'll see from redevelopment plans we'll be publicising shortly for levels 3 and 4 of the Library,
we do intend to include water coolers on these floors. The main refurbishment work next summer
will focus on level 2. I will, however, raise with our project team the possibility of getting the
coolers installed on levels 3 and 4 in 2011 rather than 2012.
I know this doesn't resolve your issue immediately but hope that it at least shows we're heading in
the right direction.
Ewan McCubbin

“Hi, I am a frequent library visitor. I really enjoy studying in the Library rather than in the
dormitory. However I find that recently the ground floor is gaining noise and the first and second
floors are both very cold, which is not comfortable to study, as winter comes. It will be even better
if there is access to hot water in the Library. Thank you!”
Thanks for your comments. The ground floor is noisier as a result of the new rezoning policy, which means it is open for
group work and general conversation, something which has proved to be very popular with many of our users. Levels 3 and 4
are silent study zones but I appreciate that it has been cold of late, especially on Level 4.
We have had engineers in several times over the last few weeks and hopefully the temperature levels have now improved.
However, there are long-standing issues with heating and ventilation in the Library, issues that will only be fully addressed
with the start of the redevelopment in June 2011. In the meantime please be sure to report any cold conditions to Library staff.
I presume by hot water you mean hot water for drinking. The redevelopment will also allow us to open a library café which
will include the provision for hot drinks. Please keep in mind that, following the rezoning initiative, you are now able to bring
hot drinks into the Library!
Graeme Hawes
Librarian

“It is quite cold on the top floor. Could maybe do with more heating. Everyone has kept
their jackets on!”
Thanks for reporting the problem with temperature levels – we encourage all students to let staff know
when it is too cold (or warm). I would also like to apologise for this problem – one that has been touched
on in many of the comments we have received.
We have had engineers in several times over the last few weeks and hopefully the temperature levels
have now improved. However, there are long-standing issues with heating and ventilation in the Library,
issues that will only be fully addressed with the start of the redevelopment in June 2011. In the meantime
please be sure to continue to report any cold conditions to Library staff.
Graeme Hawes
Librarian

“An idea: consider sending an e-mail to every student (undergrad and postgrad) that no book
must be defaced. I am appalled by the defacements of books – both in pencil and pen! Anyone
with respect for books should not write in them – unless the person owns his or her own copy.”
Thanks for your comment. Like you we are very disappointed to find books which have been
written on, highlighted or indeed physically damaged. Unfortunately this is a fact of life in every
Library – we rely on the goodwill and cooperation of our users to look after books in their care, and
there is always a small element who will choose to ignore this.
If we find evidence of mistreatment of books (most obviously lost items) we will charge for
replacements. I would also encourage you to take any examples of books in a poor condition to our
staff – in this way we can identify and replace defaced stock.
We would not wish to e-mail all students about this however – we think all of our users are well
aware of how they should be treating library books and an e-mail will unfortunately not convince
those who choose to act selfishly to change their ways.
Graeme Hawes
Librarian

“I’m a real fan of the fact that we can now have food/hot drinks in the Library – it means that work
does not need to be interrupted. Whilst the zoning is good for the above reason some people are
taking advantage of the ‘non-silence’rule to the extent that sometimes work is interrupted by other
people chatting loudly (not work-related). It’d also be nice if cups were provided for the water
fountain.”
Thanks for recently completing a Library comments form. I’m pleased to hear that you like our new
policy on allowing hot drinks into the Library. Your comments reflect the vast majority of others that we
have received.
I’m sorry that you’re finding that people talk in the silent zones. We do regularly patrol these floors to
encourage compliance with the rules. If you do find others ignoring the rules, please don’t hesitate to alert
a member of our staff and we will certainly speak to those concerned.
We aren’t likely to introduce free cups at water fountains for 2 main reasons – cost and environmental
considerations. We will, however, be providing new water fountains on levels 3 & 4 respectively as part
of our refurbishment plans.
Ewan McCubbin

“Improvements overall are good! More needs to be done about talking on levels classed as
‘silent zones’ – very annoying!”
I’m glad to hear that you like our recent improvements but am sorry that you’re finding people are
talking in our designated silent zones. We do regularly patrol the silent floors to encourage users to
comply with the rules. If you are particularly disturbed by other people talking, please don’t
hesitate to alert a member of our staff and we will speak to those concerned.
Ewan McCubbin

“How about just building a new Library?”
We would be delighted to have a completely new building but the cost of doing this is currently
unaffordable. The University has recently committed to an initial £7m’s worth of refurbishment as
part of the first phase of a longer term strategy for the Library’s redevelopment. This refurbishment
will take place over the next 2 summers and will deliver a large range of improvements. These
include better heating and lighting as well as more group study spaces, a café and a new entrance.
More information on these developments can be found on the noticeboards currently on display in
level 2 and we welcome all comments on the plans.
Ewan McCubbin

“Too small, not enough seats!”
We’re very aware that the current Library space is inadequate for the demands placed on it. The
forthcoming £7m refurbishment will increase the number of study spaces in the Library from around
the current 700 to roughly 1200. This will include a greater variety of types of spaces – formal,
individual, informal, group and café seating. Whilst the current refurbishment plans will not give us
any more physical building space, we believe that by getting this number of additional study spaces
into the existing Library, we are delivering
Ewan McCubbin

“The new regulations about the different areas may be a good idea for turning the Library into a
social area. However I strongly believe that a library should conform with the stereotypical image of
a quiet, respected study and research facility. By allowing conversations on the ground floor – those
should be still of academic nature and be held in a quiet manner – the mentality of library users has
changed throughout the building.
Since the beginning of the year I observed conversations being held throughout the building. As in
other study areas within the University no regulations on quietness are being enforced there is
virtually nowhere where one can study in peace. This is frankly unacceptable as I believe the library
used to be very liberal anyways as drinks, handbags and coats were allowed into the building.
There are sufficient facilities in town for group discussions – the library which by its very definition
is a place to promote reading should not encourage anti-social and disrespectful behavior towards
the institution and students who have the right of peaceful studying.
Plus – it has been very cold on certain days on the two upper floors – please adjust the
temperature.”

Thanks for recently completing a Library comments form. I’m sorry that you don’t like our recent
zoning initiative and feel that the Library should be a completely silent/quiet space.
Whilst I appreciate that your view of libraries is that they should be a place for quiet, individual
reading, this is not a view shared by everyone. We have overwhelming evidence from many other
students who want their library spaces to provide areas that are more relaxed, informal and where
talking can take place. As librarians we believe that we have a responsibility to cater for these types
of users as much as those who prefer a more traditional space.
I would also say that 2/3 of our current public floor space is committed to silent study and we
regularly patrol these spaces to discourage conversation. Please alert a member of staff if you find
others are ignoring the silent rules and we will speak to those concerned.
Finally, thanks for your comments about the heating. There have been some problems recently
which University engineers have been working hard to fix. Fundamental problems with the
Library’s heating and ventilation are long-standing but will finally be addressed by the forthcoming
refurbishment.
Ewan McCubbin

“(1) Students would be grateful if the opening hours of the library can be extended in the
revision week and exam period (especially Friday and Saturday nights). (2) I really like the
zoning systems of the Library.”
Thanks for taking the time to complete a Library feedback form. I’m delighted to hear that you like
the recent introduction of zoning in the Library so thanks for the positive feedback.
In terms of opening hours being extended at exam time, this is something we normally do each
year. The plan for January is to extend on a Friday night from 10pm to midnight and from 9pm to
midnight on a Saturday during the 2 week exam period.
We are also looking at opening hours during the Easter vacation period next year as well as a longer
term strategy for increasing opening hours post-redevelopment.
Ewan McCubbin

“I would like to ask why the toilet provision (from what I have observed on floor plan
Level 2) are bigger for men than women. Considering we do have more female students,
and the fact that women always have to queue for loos everywhere, why aren’t you
providing adequately?”
Thanks for completing a Library feedback form earlier this week. You make a good point about the
relative sizes of the toilet facilities shown on the level 2 floor plans for the Library Redevelopment
project.
I can reassure you that the male and female toilets will remain the same size. The plans do make it
look like the men’s is larger but I think that’s because the riser space goes in between the 2
bathrooms. These toilets will be refurbished as part of the redevelopment project next year.
I hope this helps explain the situation but please don’t hesitate to get back in touch if you have any
more questions or comments.
Ewan McCubbin

“Too full. Too noisy. No accurate database. Please do your job!”
We welcome all comments and suggestions but we do ask that they are as specific (and preferably
constructive in nature) as possible. The last two points made are difficult to reply to without more
information.
We are certainly aware of how busy the Library is and one of the things the redevelopment will
offer is more study spaces by September 2011. In terms of noise, Levels 3 and 4 are designated
silent study areas, in line with the recent rezoning of the Library. If there are any problems with
noise on these floors please do report it to staff straight away.
Graeme Hawes
Librarian

“We really appreciate all the Library staff are doing to let us bring yummy food and
coffee into the Library. Thanks.”
Thank you for taking the time to let us know you are happy with the recent changes we’ve made!
Graeme Hawes
Librarian

“I just did some ‘research’ on my own and found out that, unfortunately, hot water
dispensers appear to be rather rare in the UK (as opposed to China where it's the
standard). It's basically the same as the dispenser you have now, just with the additional
option to have hot water, e.g. for tea, coffee, instant food. I am one of the many students who
take vacuum flasks to the library, so I thought this could be a good addition.
Please deploy Google Chrome to the workstations. A new msi installer has just been
released for convenient deployment.”
Thanks for your suggestion with regards to hot water; it’s certainly an interesting idea.
While I can’t make any promises I have passed your suggestion on to colleagues working on the Library
redevelopment plans and we will investigate how feasible it would be to add hot water dispensers. We
will be adding a cafeteria to Level 2 of the Library – so that will also give students more options with
regards to food and drink next year.
In terms of your recommendation on Google Chrome, I have passed this onto my colleague Kevin
Donachie, who is the IT User Services Manager.
Graeme Hawes
Librarian

“I’m sorry, but what did you do? Except change the computers, which now take 10
minutes to log on! The new chairs are nice, but not enough, as they are always taken!”
Thanks for your comments: I have passed the point about the log-in times on the new PCs to my
colleague Kevin Donachie, who is the IT User Services Manager.
I’m glad you like the new chairs, but they, along with the rezoning changes are just the beginning of
the process of redeveloping the Main Library. Creating more space for users, with more flexible
seating is one of the key aims of this project. The latest plans are currently located just inside the
entrance on Level 2 and we encourage all students to have a look and make comments and
suggestions.
Graeme Hawes
Librarian

“I think the new system of a floor where it’s okay to talk is good – but it feels like it’s
leaking over onto the other ones!
On the 4th floor where last year you could hear a pin drop, people are nattering away. Is
there a way to enforce the rules – some angry looking staff members perhaps? Or signs
that explicitly say ‘no talking’?”
Thanks for your comments. We’re glad you like the changes but we are aware there has been
flaunting of the new rules on Levels 3 and 4 on occasion.
We would ask that you please report any such behaviour to a member of staff straight away. We do
patrol the floors regularly, but unfortunately cannot always be there when the problems occur.
Your point about signs is interesting – we have clearly marked Levels 3 and 4 as ‘silent zones’.
However we would always consider additional signage where it is required so that is something we
will look at, along with increasing staff presence in the forthcoming exam period.
Graeme Hawes
Librarian

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