Suggestion Form for Materials vs. Customer Comment Form

In Collection Development Office we have recently noted an increase in routine requests from customers for purchases being submitted on the HPL “Customer Comments” form, indicating that there is some forms confusion out there.

Just a reminder that HPL’s “Customer Comments” form is really intended for our customers’ service/facilities complaints and the like,  and it gets submitted to the Director’s Office, triggering action for all the supervisors that need to work on the formal reply.

There is a separate form that can be printed and given to customer who would like to see something added to the Library’s collection but doesn’t want to use the online “suggestions” form.  It is simply called “Suggestion Form” and is on the Intranet at https://hplnet.hpl.lib.tx.us/forms.html#, under the Library Materials tab. It is labeled to come straight to the Collection Development Office. This is the one we really prefer to be used for this purpose if the customer doesn’t want to use the online version. 

And if a customer has a complaint about something we own that they don’t think is appropriate or has a wider concern about the Library’s collection, there is a third form – “Request for Reconsideration of Library Materials” – especially for that purpose, also on the same Intranet page.  It is also submitted to the Director’s Office  then comes straight to the Collection Development Office, triggering our formal review process.

Please review the three forms with everyone on your team so they know which form to use when and, as always, please contact us it you’ve got questions.

Thanks!

Sara Karow
Adult Specialist
Collection Development Office
Ph. 832-393-1480
sara.karow@houstontx.gov

 Mary Wagoner on behalf of LMS