Wednesday, July 10, 2019

Response from NYPL

Sometimes the squeaky wheel gets oiled and I did get a response from NYPL on my complaint about poor service.


Dear Mr. Slutsky,

Thank you for taking the time to share your recent experience at the Stephen A. Schwarzman Building. As we always strive to provide the best possible service, your feedback is extremely important and appreciated.

While we do aim to deliver materials in 40 minutes, occasionally there are issues that need to be resolved by our librarians and staff members in real time; unfortunately, that was the case with your request. We have already taken steps to resolve the issue that caused the delay, and while our staff members did everything possible to rectify the situation quickly, we do apologize for the wait.

If you would like to discuss this situation in more detail (or share any further feedback) please feel free to contact me directly

Thank you again for sharing your experience


To use another cliche "A chain is as strong as its weakest link".  NYPL has a beautiful building and a very rich collection, but if patrons are frustrated by waiting for their materials, they will not return.  I am sure that numerous other patrons experienced long waits for materials but did not articulate a complaint.

I consulted the staff list of NYPL and feel that they are too "top heavy" with administrators.  If stack maintenance and delivery is their "weak link" I suggest they hire more staff in that area who work directly with patrons.  When I visited the Performing Arts Library of NYPL, I received my material much faster.

I observed that most people in the reading room were using laptops and tablets and did not appear to be using the resources of the library.  In my later years as a research librarian, I observed that students are reluctant to use print resources.  There were many visitors to the library who saw it as a tourist attraction.

Enough said.  I don't want to make a "federal case" about this and would like to bring it to closure.

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