Handling User Complaints

Passing along this email from Mark:

We are nearing the end of the semester, when student stress-levels run high. So it seems like a good time to review our processes for reporting complaints, suggestions, and incidents involving our users.

COMPLAINTS / SUGGESTIONS

If a user would like to report a complaint or share a service suggestion, please direct the user to fill out the “Contact us” form, which is linked from the Library website’s HELP tab. This form gets routed to the correct internal contact person and allows us to respond in a timely manner. Here is the direct link:

http://www.lib.berkeley.edu/help/contact  

INCIDENT / ACCIDENT REPORTS

If a security-related incident arises (a disruptive behavior, threat, theft, etc.), please radio Security and fill out “Safety and Security Incident Report” form, which is linked from the StaffWeb (under Incident Report). This form is meant to be filled out by Library staff (not users), and includes detailed fields that enable follow-up by the appropriate external authorities. Here is the direct link:  

http://www.lib.berkeley.edu/Staff/Safety/incident.html

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