TUN feedback - Information Services

Click on the titles to view the feedback and response

_{Please note: comments and responses may have been edited. Information was correct at time of response but may have been superseded. We publish the comments in the language in which they have been submitted and the University's responses bilingually.}

 24/25 Semester 1

• REF: 66-2410-7332531 - Wi-Fi Issues

  Your comment: The Wi-Fi in Fferm Penglais is poor, with some websites unable to load, while others take a very long time.

  Our response:

  If you have problems accessing the University network or with wifi, please email is@aber.ac.uk and give specific details on the location of the outage / issues with access. The IS Service desk are available 08:30-22:00 every day during termtime and can respond to IT related reports / enquiries.

   

• REF: 66-2410-3051417 - WEKA software

  Your comment: CS36220: All library computers should have the WEKA software installed, particularly as this is essential for completing the assignment - otherwise it places students who rely on library computers at a disadvantage.

  Our response:

  Thank you for your request for WEKA software to be made available across all library and study room computers. This has now been done across all computers. It was originally requested by the computer science department to be made available on only departmental computers and in the Physical Sciences Library. But as you've requested this to be more widely available, this has now been done.

 23/24 Semester 2

• REF: 66-2406-6954913 - Iris de Freitas Temperature

  Your comment: The Iris de Freitas room in Hugh Owen Library is cold. Thanks

  Our response:

  Many thanks for sharing your feedback about the temperature in the Iris de Freitas room.

  We monitor the temperature in the library spaces daily and report problems to the relevant team in our Estates department as they set the heating temperature. We will forward your comments to them.

  Please do not hesitate to contact us with any future suggestions / feedback.

• REF: 66-2406-6982911 - Better IT Provisions

  Your comment: We have a massive lack of IT provision in Gwendolyn Reese for nursing students especially with regards to a printing. We could really do with some provision in that respect as it's a long way to the library in the rain. Maybe if some space was allocated in a neighbouring building please.

  Our response:

  Thank you for your feedback regarding additional printers, I will pass this information to the team responsible for siting printers.

  In the meantime, I have found this online map which shows the locations of all the printers on campus: https://www.aber.ac.uk/en/is/it-services/printing/printer-locations/ 

  The map shows that there is a public printer sited in the Think Tank in Llandinam which might be suitable on those rainy days!

  Hope this helps, please do let us know of any future suggestions/ feedback.

• REF: 66-2404-5375224 - Tom Lloyd Silent Study Area

  Your comment: I am getting really fed up of the noise and behaviour in the Tom Lloyd silent study room on level F of the Library. Staff do not monitor every hour as stated. There are no signs or a sound monitoring system within the rooms to remind students it is a silent space, and the text alert system is unrealistic - you don't know if the librarian is going to say there has been a complaint, if they do and you're the only person in the room with a group of 3 - 5 people talking, they're going to know its you. Why are students coming to the silent rooms to talk anyway? speaks of a wider issue of a lack of study space/ awareness of computer rooms. It is a dedicated silent study space, personal tolerance of noise levels is irrelevant

  Our response:

  We are sorry that you are being disturbed by noise in the Tom Lloyd suite, which along with all of Level F, is designated a silent study area. Library staff do try to walk through all areas of the library on a regular basis, but we do not promise to do so hourly, and there are periods when we are unable to walk through as regularly as we wish to. This is why we initiated the Noise Alert phone. Please be aware that you can also speak to the member of staff on the Level F desk, and they can assist, and are sensitive to the issue of not identifying other users as a source of complaint. In the meantime, we will remind library staff to check that library users in the Tom Lloyd suite are aware that it is a silent study area.

• REF: 66-2403-1120604 - Work Station Temperature

  Your comment: I have recently been working at the Work Station, next to the train station a lot more. However, I am finding the building quite chilly, especially when I come at night. Is there anyway of putting the heating up?

  Our response:

  Thank you for bringing this to our attention and apologies for the inconvenience caused. We have now installed two additional radiators to the workstation that are thermostatically controlled.

  We do hope this solves the problem.

• REF: 66-2402-5886321 - Physical Sciences Library

  Your comment: This is about the impending closure of the physical sciences library. Please do not close it - it is a very useful space for physics students to study within the physical sciences building, and it's closure would result in the loss of a valuable study space. 
  
  Keeping the books here would also be greatly ideal - as with it being a study space, they are useful here and it would be shame to lose it. 

  Our response:

  There are no plans for Information Services / Library Services to close the Physical Sciences Library nor to move the books to the Hugh Owen Library.

• REF: 66-2402-9349209 - Book Drop Off Locations

  Your comment: Should add a book drop off in the PJM lounge

  Our response:

  Thank you for your email and feedback.

  The closest book drop-off point to PJM is the book return bin outside Y Sgubor in Fferm Penglais which can be accessed 24/7.

  Please do not hesitate to contact us with any further feedback / suggestions.

• REF: 66-2402-4858709 - Monitor Hubs in Postgraduate Centre

  Your comment: Can we have monitor hubs in the Postgrad Centre

  Our response:

  Thank you for your Tell Us Now.

  It has been agreed between IS and the graduate school that two new monitor hubs will be installed.

 23/24 Semester 1

• REF: 66-2311-8943715 - Blackboard Discussions

  Your comment: In blackboard ultra a discussion has to be started by an instructor, rather than students being able to start a thread, so they are no longer being used at all, whereas last year I and other students on the course found them a useful tool.

  Our response:

  Thank you for your query. It is possible for students to start discussions in a Blackboard Ultra course. This needs to be enabled by one of the course staff. Each staff member will make different decisions about whether or not students can start discussions, so you may find that settings will be different in different courses

• REF: 66-2309-9302420 - Wait Times at Hugh Owen Library

  Your comment: Wait times for computing help are too long in the Hugh Owen library. Staff are spending too long with each customer, being friendly is good but not when there's a big queue.

  Our response:

  Thank you for your feedback about waiting times for the computing help desk.

  We monitor response times and the service provided at all our support points on an ongoing basis. There are times when there is more demand for in person support at our Service Desk. Our staff always aim to provide as efficient service as possible but some enquiries do take longer. We also provide a phone, email and online chat support so would suggest that if you are unable to wait for support in person that you use one of these alternative methods.

  Thank you.

• REF: 66-2309-3388325 - Physical Sciences Library

  Your comment: I dislike that a large number of the books from the Physical Sciences library have been removed and I've heard that it might be closed completely soon.

  Our response:

  Thank you for your feedback.

  No books have been removed from the Physical Science Library. We have removed print back runs of periodicals where we have electronic access. This is inline with our Collection Policy.

  
  There is no truth to the rumour that the library will be closing. We asked the question ‘would students be better served if the collections in PS Library were transferred to the Hugh Owen Library due to the greater accessibility it provides’? Hugh Owen Library is open 24/7 and provides level access for wheelchair users.

  
  We aim to survey the students this term to gain their views on this matter and how the PS Library might be improved. The survey will be co-designed and co-delivered by the library and student and staff representatives from Maths, Physics and Computer Science. Keep an eye out for it as your views are important to us.

 22/23 Semester 2

• REF: 66-2304-6415422 - Workstation Event Notice

  Your comment: Can you please send out an email in future when the town workroom is going to be used as a hub for open days etc. It's happened a few times this semester and it's very irritating that we don't get any notice. It's near impossible to work with people coming in and out all the time and the door being constantly open not soundproofing against any of the noise from Wetherspoons.

  Our response:

  Thank you for your email.
   
  When the Workstation is being used for events and may be busier or noisier than usual a notice is placed on the webpage: https://www.aber.ac.uk/en/is/it-services/workstation/ to advise users in advance.
   
  The next event is 08 July 2023.

• REF: 66-2303-9834716 - More Single Sign On

  Your comment: Please consider adding single sign on (SSO) to more university services (e.g. AberCard, tell us now page, past exam paper access) and make existing implementations more consistent on university managed computers

  Our response:

  Thank you for your feedback regarding single sign on being implemented on more university services. 

  We are gradually working our way through all systems and services applying Azure authentication. This takes time as each application has to be checked for compliance and tested for usability.

  It is not possible to add SSO to the Aber Card page as this would prevent login with Aber Card details which family/support persons use to purchase credit for others.
   
  If you have any further questions or feedback regarding single sign on or any other aspect of the university please do not hesitate to contact us.  

• REF: 66-2303-5539601 - Hugh Owen Plants

  Your comment: The vases of daffodils on desks throughout the Hugh Owen Library for St David's Day are so beautiful. Could we have flowers or potted plants in the library more regularly? Level F can feel particularly bleak in evenings and on grey days due to the neutral decor and fluorescent lighting. It would be lovely to take a break from reading a computer screen or printed page to look at some greenery instead - specifically real, living plants rather than plastic alternatives. Further, several studies of office environments have indicated that the presence of interior plants can help reduce fatigue, relieve stress and restore attention - all things we desperately need during long periods in the library!

  Our response:

  Thank you for taking the time to share your feedback about the flowers for St David's Day and the importance of greenery in the Library.

  We know how important plants are to our Library users for the reasons you’ve mentioned. We have lots of plants on Level E, particularly in the Iris de Freitas room, and Level D of the Hugh Owen Library as these floors have the most natural light. We have a few plants on Level F where we know they will get the light they need.

  I will pass your comments on to our Library Managers as they regularly review the Library environment.
   
  Thank you again for your feedback 

• REF: 66-2302-8341204 - New Workstations

  Your comment: Please could we have a printer photocopier in Y ffald thanks. It would also be good to have a couple of computers somewhere in fferm too maybe y ffald or sgubor as now we have to walk to the library or pjm.

  Our response:

  Many thanks for your Tell Us Now comment and suggestions. 

  Our IT teams have visited the study spaces at Y Ffald and Sgubor to assess the suitability of installing student workstations. Once we have the appropriate furniture in place, we will be installing a workstation in each location. Unfortunately, we won’t be putting a printer in Y Ffald as there is one available in Sgubor.

  Thanks again for your helpful suggestions,

• REF: 66-2211-5152128 - Study Room Availability

  Your comment: The booking system for the library rooms could be made easier for students. Right now we have to guess the availability by putting in random times and numbers of people. It would be much easier to see the availability/ timetable for each room to see when is possible to book, rather than guessing. The rooms are really useful though, and great there's one in town now also.

  Our response:

  Many thanks for your Tell Us Now comment.

  You can view the calendars for the individual study rooms by following the instructions here: https://faqs.aber.ac.uk/en/9182 

  I hope this helps. Thanks again for taking the time to share your feedback.

22/23 Semester 1

• REF: 66-2211-6986230 - Hugh Owen Library Level E Exit

  Your comment: In the library computer room (next to group room 3) there is an exit that would be great to allow people to walk in and out of as it will be quicker for students to access the library rather than walking around and back up. I understand the need to check people aren't taking books out so there could be scanners by the entrance to the room or by the actual exit.

  Our response:

  Thank you very much for your suggestion about having an exit available to library users in the computer room. 

  Unfortunately, there are a number of reasons that this is not really an option for us. Firstly, we would be concerned about the impact that any exit in that location would have on any of our users working in that area.  In addition, as you rightly highlight, we would need to install a set of security gates at any new entrance, and this is something that we do not have provision for within our budget.  We would also need to have a member of staff there to manage any triggering of the alarm, which we do not have the capacity to do. 

  Thanks again for taking the time to share your suggestion.  

 21/22 Semester 2

• REF:66-2205-4146311 - Vending machines in the library

  Your comment: I think it would be good to have some more filling options in the vending machines in the library, like flapjacks or cereal pots, so that we can have breakfast here or just stay full up while we study. They would be more healthy than just living off chocolate bars during exam season, and would be just as long lasting.

  Our response:

  Thank you for your suggestions for the Vending machines, particularly in the library areas. We will pass your comments on to our vending contractor and ask that the range is amended to the suggestions that you have made. Indeed this was also raised by a member of staff at the library only last week. We hope to have this in place by mid-June.

  Can I thank you for bringing this to our attention, as without input from the end users it is hard to ascertain exactly what the students are looking for. So we do thank you for the time and trouble of letting us know.

• REF:66-2205-9723303 - Booking system for study rooms

  Your comment: It would be great if we could change the booking system for group study rooms in the library. During busy periods like dissertation week, you just have to keep trying random times and hours for the booking in different combinations until you strike gold and find a room that's available. If we could see a calendar view that would save a lot of time and mean if they are all booked, we wouldn't have to keep trying for ages to get a room. I would also like to be able to pick rooms if possible, since the ones in Iris de Freitas are really nice.

  Our response:

  Many thanks for your Tell Us Now comment. Apologies for any trouble you have had booking a study room.

  Users are able to check group study room availability using the instructions here: https://faqs.aber.ac.uk/en/2607 We will add a link to these instructions from the booking page. To ensure the best of use of the rooms they are allocated based on the size of the group making the booking. Some rooms only accommodate 6 users while others can accommodate 12. We would only allocate a 12 seater room for a booking of four if all the smaller rooms were already booked.

• REF:66-2204-5557327 - Digital Aber Card

  Your comment: It would be so good if we could get a virtual version of our AberCard on our phones like with Apple Wallet! That way it wouldn't matter if we forgot our AberCards to come to lectures or if we get locked out of our flats.

  Our response:

  Thank you for your Tell Us Now comment. 

  We are currently exploring the possibility of a digital Aber Card. However, due to the limitations of door locks, attendance points and printers, which require the physical proximity of the chip in the card itself, at present this could act as student ID only.

  Please keep an eye on our information channels as we will share any developments in this area: https://www.aber.ac.uk/en/is/feedback/keepingyouposted/ 

• REF:66-2204-3644927 - Plug sockets in the Library

  Your comment: Please could we have working plugs in the library for laptops since half of them don't work at all

  Our response:

  Many thanks for your Tell Us Now comment. Apologies for any difficulty you’ve had locating a working plug socket in the Hugh Owen Library.
  
  We have recently had confirmation from Campus Help Services that the chain of plugs on Level E of the Hugh Owen Library that were not working have now been fixed. Hopefully, this will help you find a study space that meets your needs.
  
  If you are aware of other sockets in the Library that are not working, please do let us know their location (contact details here: https://www.aber.ac.uk/en/is/help/contactus/).

  We work to get these issues fixed as soon as we can and thank you for your help bringing them to our attention. Apologies for any inconvenience caused in the meantime.

• REF:66-2204-3644927 - Noise in the Library

  Your comment: I use the individual study rooms a lot in the library as I prefer to have a different change of scenery when doing work. I also like silence when I am working, which is why I book the rooms as it is supposed to be silent study. However, every single time I am in the library someone is either talking, laughing or playing videos. Every time without fail. I cannot keep asking the librarians to tell them to be quiet and I don't think I should have to considering it is supposed to be silent study anyway. It has made me see how disrespectful other students can be at times. As I am writing this now all I can hear is a group of girls talking and laughing. So I think either the rooms need to be soundproofed or something needs to be done about these disrespectful people. I can't work well with earphones in, but sometimes I am forced to as I cannot focus when people are being that loud. It is just getting to the point where I am starting to find working conditions in the library worse than at home, which is a real shame.

  Our response:

  Thank you for your feedback and I’m sorry you are being inconvenienced by noise when studying on Level F of the Hugh Owen Library.

  Librarians walk through all the study spaces in the library every hour or so between 10:00-17:00 Mon-Fri to enforce noise levels in the silent study areas on Level F and to ensure appropriate use of all the study spaces. They also respond to the noise text alerter service as required: https://www.aber.ac.uk/en/is/library-services/study-zones/ 

  While we do ask people to be quiet or move from the Level F silent study area to the Iris de Freitas room or Level D if they would prefer to work in a group, we are aware that noise can start up again once the librarian has moved away which is why we have the text alert system as well. And we do encourage students themselves to let your fellow students know if they are disturbing you - if you feel comfortable doing this. Being made aware of how they are disturbing their peers by their peers can be a much more powerful message than having a librarian come and enforce quiet.

  We do understand that different people have different tolerances for noise while they are studying which is why we do what we can to ensure Level F of the Hugh Owen Library remains as quiet as possible while providing a range of other study spaces. We are hoping to get funding from the University to refurbish Levels E & F of the library and as part of this work do plan to have soundproofing for our single and group study rooms – but I realise this not a short term solution.

  Please accept our apologies for these issues and please do use the text alert service or continue to seek help from library staff if you are experiencing disturbances.

• REF:66-2203-5370930 - Issues with document camera in teaching room

  Your comment: The PTZ camera in Edward Llwyd, 0.26 is poorly working, it always tries to focus, but never focuses. It's hard to believe that every time we need to read some unfocused handwriting in this room as we use it quite a lot for our module. Hopefully it gets better soon then everyone could see some proper stuff. Thanks.

  Our response:

  
  Many thanks for your Tell Us Now comment.

  Please accept our apologies for the issues you’ve been experiencing with the equipment in the teaching room. I am happy to let you know that our IT team installed a new doc cam in the room last week and are awaiting testing to confirm that the issues are resolved. We will be able to test the camera when teaching resumes after the Easter break, but hopefully the resolution will be much clearer.

  Thanks again for bringing this issue to our attention.

  Best wishes for your studies

• REF:66-2203-5044221 - Noise alert text

  Your comment: The hugh owen noise complaint line doesn't work, when you text it nothing happens

  Our response:

  Many thanks for sharing your feedback. Our apologies for the problems you have experienced using the noise alert text number. The texts are monitored by library staff during staffed hours. We do try to respond immediately but when staff are busy a text may occasionally be missed. We shall send a reminder of the importance of monitoring the texts today.

  If you do have an issue and have not received a response via text within a reasonable time, please do visit any of the library desks (on Level D and Level F) and our staff will help you.
  
  Thanks again for your feedback.

• REF:66-2203-7098121 - Study carrels in the Hugh Owen Library

  Your comment: Whilst the study carrels on floor F of the library are great, they are old and a bit uncomfortable and could do with a bit of a refresh, the carrels seem a bit drab to work in compared to the rest of the library, and it seems like they would make them a better environment to work in

  Our response:

  Many thanks for your feedback regarding the study carrels in the Hugh Owen Library.

  We are currently planning a refurbishment of Levels E and F, the upper two floors, of the library and the study carrels will be renovated as part of this project. You may have noticed a feedback board in the library asking for students' opinions on how they would like Levels E and F to look. The suggestions will be shared with the library managers as they plan the refurbishment.

  We would welcome your suggestions on the board or on our online feedback wall here: https://padlet.com/abercsistaff/4qvvwhfz3ej6msrp

  Many thanks again for sharing your views.

 21/22 Semester 1

• REF:66-2111-4295922 - Canvas to replace Blackboard

  Your comment: I would like to propose that the school for next term or next year, switches to the Canvas Learning Management System by Instructure to replace Blackboard. Blackboard is outdated and very much not intuitive for academic faculty of staff. Canvas is a more modern and easy to use system that is all around better than Blackboard. Firstly, Canvas supports bilingualism and is available to use in Welsh and English. Another benefit to Canvas is that any kind of quiz, test, assignment, exam, etc... (with grades) can be done all in one place. It's easier to use for both staff and students since all information can accessed easily. It also has a fantastic system when it comes to any kind of course-related communication whether that's between students and other students, staff and staff, or between students and staff. Canvas also bundles with MS Teams and other software and is completely cloud based. I have personally used canvas before at a previous academic institution and from experience, it is a lot easier to use and navigate. This is why more and more universities are switching to Canvas from Blackboard like the University of Liverpool did over the summer. A switch to Canvas will only increase student and staff satisfaction when it comes to a learning management website.

  Our response:

  Thank you for your comments. We regularly review our services and we will consider your comments, along with those of other stakeholders as part of this review process

• REF:66-2111-2713309 - Less bright spaces in the libray

  Your comment: We need a dark room in the library, everything is very bright and sensor controlled. (Or at least the option to turn off the lights in some carrels)

  Our response:

  Many thanks for your feedback. Please accept our apologies if you are experiencing any discomfort using the library. You may find other places on Level F and Level E that are less brightly lit or perhaps the Physical Sciences Library, but if you are unable to find a suitable place to study, please email is@aber.ac.uk IS are about to embark on gathering student feedback and input via focus groups for the refurbishment of Levels E and F of the Hugh Owen Library, and this is a very useful piece of feedback we will be taking into account. Should you wish to be a part of the focus groups, please visit https://www.aber.ac.uk/en/is/feedback/focus/ 

• REF:66-2110-8793621 - Windows in the Iris de Freitas room

  Your comment: The new iris de fritas room could do with some blinds on the sea view side. The sun can be blinding and it's hard to see you PC when faced away or look at anything when faced towards. Each window having an individual blind would mean different students would be able to put the blind down they need rather than a whole section of the window. this would be really helpful - thanks

  Our response:

  Thank you for your feedback on glare from the windows in the Iris de Freitas room. The windows in this study room facing west towards the sea have been tinted to reduce glare from the sun. We used to have blinds on these windows but they broke regularly and caused more problems than they solved. The tinted windows have worked much better but I recognise that there will be times especially at this time of the year when the sun can be disruptive. I would advise you to move to another part of the library – either staying in the Iris de Freitas or moving to a study space on Level F or E. Many thanks for your feedback,

• REF:66-2110-2399326 - Anti-virus software

  Your comment: Can the University provide a free anti-virus software for Students and staff?

  Our response:

  Information Services uses Windows Defender as anti-virus on University owned devices. This comes as part of the Windows operating system so would be available to you free of charge on your own device.

• REF:66-2110-9714329 - Access to the study carrels in the library

  Your comment: Please consider reverting to keyed access to the individual study carrels in the library. The new booking system is great but upon arrival, I often find someone already inside who has just sat inside without booking. Requiring a key again or changing the door locks to the card style locks on other university doors (and giving access to only the student on the booking somehow) would be great. Thanks!

  Our response:

  Thank you for your feedback. If you encounter someone that refuses to leave a room you have booked, please ask a member of staff. You can text the noise alert service on 07966624251 and a member of staff should be able to visit the area. You can also ask a member of staff at the help desks on level F or D in the Library These rooms are a new service for this academic year so we will continue to monitor room usage this term looking for any improvements we can make. We'll also consider your feedback about restricting access to the room however this wouldn't affect anyone that is already inside the room

• REF:66-2110-1084731 - Microphones for lecturers

  Your comment: Lectures are recorded and this is great. However, it would really make a difference if the teachers could speak into the microphone. Some of them walk while they talk. I totally understand that as I would do the same. The problem is that they move away from the microphone and then the sound is not recorded properly. I often struggle to hear what they say. I have to rewind the video many times, which is time-consuming. Unfortunately it's often useless as I still can't catch a word. This is not the teachers fault. They are very good and they do a very good job. This is the university responsibility to anticipate that kind of problems and give the teachers the means to do their job. The University could provide the teachers with some lavalier microphones.

  Our response:

  Many thanks for your Tell Us Now comment. Please accept our apologies for any difficulties you have experienced with the lecture recordings. I'm happy to let you know that we are actively working to resolve these issues as soon as possible. Lapel microphones were available in all centrally timetabled teaching rooms to enable teaching staff to move around the rooms during a lecture without loss of recording sound quality. We removed these microphones as part of our initial Covid-19 response over concern that they could be a transmission risk by being an additional contact point. We have reviewed our risk assessment and based on our current understanding of the virus risks, we are now re-introducing them to all lecture rooms. We hope to have them all back in place for the start of next term, although some will be back much sooner than this.

 20/21 Semester 2

• REF: 66-2102-4615822 - Great service

  Your comment: Would like to say that Diane in Materials Acquisitions is amazing! Such a fast and friendly turnaround.

  Our response:

  Thank you for your Tell Us Now comment. We have passed your comment on to the team who would like to thank you very much for your kind words and are pleased that you are happy with our acquisitions service. Many thanks.

• REF:66-2102-7252515 - Books available online

  Your comment: Module: AB27220 - The core text books haven't and still aren't accessible online      

  Our response:

  Your query was passed to our Subject Librarians who investigated the essential readings for AB27220. Unfortunately, Consumer Behaviour by Blythe is not available to buy as an institutional ebook, however there are a few print copies available for our click and collect / postal loan services.

  There is an ebook for Consumer Behaviour: a European outlook by Schiffman et al and there is now a View Online button for it in the Aspire reading list. The module coordinator has said that students have been informed that key teachings/readings are to be undertaken from this book. The ebook currently only supports two simultaneous users, however if there are turnaways we will buy more copies. Please contact the Subject Librarians on librarians@aber.ac.uk if you have any further questions about the reading list or problems accessing resources for your studies.

          

• REF:66-2102-7875311 - Subtitling videos

  Your comment: Considering we're currently doing online learning I really think having a Speech to Text software to add captions on recorded lectures (panoptos etc) is incredibly crucial for those who are deaf and hard of hearing. Please introduce this, as learning without subtitles on panopto and a clear image that isn't lagging through a live feed on Teams to lip-read is hard and is affecting learning. In 2021 I really believe this should have already been a thing as having subtitles on recorded videos is not a new concept and is widely available on most other medias such as YouTubes auto-generated captions

   Our response:

  Thank you for your comment on lecture captioning submitted via Tell Us Now. There is a captioning option provided by the Panopto lecture capture system but we appreciate the quality, particularly for scientific content, can be problematic and editing the captions is very time consuming. We are currently looking at other options to replace this service.

• REF:66-2102-9641302- Online reading materials

  Your comment: Limited e books available for psychology e.g Conceptual and Historical Issues. Would be very useful if all the essential books for each module could be uploaded as a pdf/ if allowed to considering circumstances

  Our response:

  Thanks for your message – it’s always appreciated to get feedback so we can investigate any issues. We've checked the reading list for the module PS11820 and made some adjustments so all students should see the online versions, where e-books are available. To note, this module reading list now only has 4 items which aren’t available as e-books. It’s not always possible to purchase e-books for all books unfortunately – either due to copyright or prohibitive cost. However we've ordered more copies of the Piekkola book, Conceptual and historical issues in Psychology. It’s also worth noting that when checking your reading lists, there may well be online versions available in Primo, which aren’t necessarily showing up in the Aspire reading list. The best way to check this is to click on the title of the book, then click on ‘view other formats/editions’. This will then show all editions and formats of the book in Primo.

   

• REF:66-2101-7441529- Receiving irrelevant e-mails

  Your comment: I am a distance learning student studying a Masters degree whilst working full time. The amount of e-mails I receive in my uni webmail account that are not relevant to me is huge. Out of 600+ emails, less than 25 were relevant since August 2019. This makes it incredibly difficult to identify which e-mails I should be answering. As a full time worker, to keep a track on all these e-mails is a part time job on its own. Is there any way you can tailor the e-mails for distance learners and stop the blanket e-mails that are sent to full time students?

  Our response:

  Information Services provides email lists for staff to use to contact students: https://www.aber.ac.uk/en/is/it-services/emaillists/studentlists/ As you will see these are broken down as far as module level. However we have no control over how staff use these lists to contact students. Many communications are sent to all students, for example, the Coronavirus communications, as students studying the same course are in dfferent circumstances. Many distance learners live locally and visit campus regularly, collecting their library loans in person and using facilities on campus. Communications not relevant to you as a distance learner may be directly relevant to them.

   

 20/21 Semester 1

• REF:66-2011-4984711 - Problems connecting to Eduroam

  Your comment: Dear whomever this may concern, I have found that Eduroam has not been working well this year, and now it has completely stopped working for me in my seafront accommodation and class mates from Fferm are also having the same issue. We are able to connect to Eduroam but it tells us it has no internet at all with it.

  Our response:

  Thank you for your comment and raise your concern about our Eduroam. We would ask that you report any issues using library and IT services directly to us so they can be resolved quickly - contact details here: https://www.aber.ac.uk/en/is/help/contactus/

• REF:66-2011-5639809 - Great IT support

  Your comment: During this Covid-19 period, the IT team has consistently made every effort to be helpful, persevering when a solution appears impossible. I would like to thank them.

  Our response:

  Many thanks for taking the time to share your kind feedback with Information Services. I will pass your comments on to our IT Services team who I'm sure will be very pleased to know you're so happy with their work. If you have any issues in the future please do not hesitate to get in touch with us (details here: https://www.aber.ac.uk/en/is/help/contactus/) and we'll do our best to help you.

• REF:66-2011-2032304 - Wi-Fi issues

  Your comment: I would love to see the wifi upgraded. Especially now that we are doing a lot more blended learning, I think it would be well worth investing in a more reliable, faster, stronger, and more secure internet for the students across campus. I personally cannot count on the wifi for video calls (something I should be able to rely on for both courses and contacting family overseas), or for even being accessible when I wake up in the morning. There is very little range on the wifi, and I can hardly pick up a signal in most places.

  Our response:

  Many thanks for your feedback regarding access to Eduroam at Aberystwyth University. Our IT and Network team have confirmed that Wifi and network upgrades across campus and student residences are continuous. If you have identified a specific location where the WiFi is consistently poor, or any other problem that the team need to investigate, please contact is@aber.ac.uk with details. 

   

• REF:66-2010-7714431 - Returning library books

  Your comment: I'd just like to make a comment on the current drop-off protocol for returning library items. Obviously books are now subject to a 5 day quarantine; this is understandable. However, because of this, the library's system states that loans are overdue and as such it stops the rest of the loans from auto-renewing, which causes issues. I think it would be good to have some kind of digital kiosk above the return bin so that you can state what you're returning to avoid this happening is necessary as I can't be the only one having this issue. 

  Our response:

  Thank you for your Tell Us Now comment. We have made a recent change to the system to ensure users are not blocked from borrowing other items whilst there is an overdue item/s on their account, we hope that this will resolve the issue. Should you have any queries regarding your Library borrowing, please contact us via phone, Microsoft Teams, Online chat or e-mail- https://www.aber.ac.uk/en/is/help/contactus/

• REF:66-2009-9954230 - Borrowing with Click & Collect

  Your comment: Can we have more books available on the click and collect service from Hugh Owen? The limit of 10 is a bit daft for 3 third year modules, especially when I have to pre-book slots to go and pick them up.

  Our response:

  Thank you for your comment. The limit is on the number of requests you can have 'live' at any one time, not how many you can have all term. Users should only be requesting and borrowing the books they currently need and are actively using. Any book you take out of the library can be requested by another user and then you would need to return it whether you had had chance to read it or not. Returned books need to be quaratined for 72 hours which takes them out of circulation for that time. By limiting the number of requests at any one time we hope that users will be more selective in what they request.

• REF:66-2009-3273130 - Borrowing physical library books

  Your comment: Hi, I get that we need to be careful with the virus, but the system currently in place with the library is awful. The books I requested two days ago are still not on the shelf, so I can't collect them - which is a bit awkward as some of them are course books with which we are already working in class. In my case, I've got additional problems because the wifi in my accommodation is bad; by the time I manage to log in to Primo, I get kicked out again, viewing online resources is close to impossible. Is there a way to get more self-checkout machines? Longer access to the library (9am-5pm)? Sorry to be such a bother, but I really can't see this system working. It's not working now, and we've only just started. Essays, assignments and deadlines will start to roll in, never mind exams, and it's already going down the rabbit hole.

  Our response:

  Thank you for your comment. The current system is in place to ensure the safety of both students and staff. All items that are returned to the library have to be quarantined for 72 hours before they can be processed by staff and made available to other students so this creates a delay. The process of collecting books from the shelf, wrapping and then placing on the collection shelves also takes time. We have recruited additional staff to help with this but the volume of requests we are receiving means we cannot always fulfill requests as quickly as we'd like. The system has been introduced out of the necessity to ensure compliance with Health and Safety requirements. If you live in University accommodation and are having problems with your wifi please contact Information Services: https://www.aber.ac.uk/en/is/help/contactus/

  Update - Access to the library has been extended and Click and Collect is available 08:30-20:15, and study spaces are available 08:30-23:15.

• REF:66-2009-410729 - Using the library during pandemic

  Your comment: The click and collect service is frustratingly fully booked. Which means I cannot collect the books I requested for a week. In one case a day later than the date they said they were holding the book for me. I feel this system should be improved for more immediate collection, it is frustrating enough not being able to access the library at all. I am also in strong disagreement at the removal of access to the study spaces in the Iris de Frietas room. This is all culminating in extreme frustration and difficulty with embarking on my 3rd year of study.

  Our response:

  We apologise that the you have found the click and collect service to be fully booked. We are working to increase the number of slots available as quickly as possible while ensuring the safety of students and staff. Regarding Iris de Freitas, we are hoping to open as soon as we possibly can. Please keep an eye on our Latest Updates page for news on our services https://www.aber.ac.uk/en/is/news/isupdate/

  Update: The number of slots available has now increased and we are also open at weekends. Opening hours for the Iris de Freitas room have extended to 08:30-23:15 for the third term. Other study spaces are also being made available, including the Physical Sciences Library which is open from 8th April.

19/20 Semester 2 

• REF:66-2003-4634612 - Cold study spaces in the Library

  Your comment: I've been in floor F of the library for the last 5 hours and haven't been able to take my coat or hoodie off in the Carrels or Glazes - I know that the temperature outside of these rooms is decent however they're really cold inside, especially due to how windy it is. I understand that it would be a massive undertaking to fix the draughty windows but maybe a small heater or at least a blanket or something would be really useful, my hands are like ice but I just can't concentrate when there are people walking around me if I'm outside of a Carrel or Glaze :(

  Our response:

  Unfortunately, our study spaces are colder now due to COVID guidelines which prevent us recycling air from inside the building. Instead, fresh air is brought in from outside and is therefore much colder. Our Estates department are investigating various solutions and have installed oil radiators to help in the short term, in each study carrel.