Opinions and Responses

About the Library

I read three picture books to my child every day, and the library is an indispensable presence for us. I would like to share some points for improvement that I noticed during today's visit.
When I tried to borrow a book, a notice appeared on my card and I couldn't use the automatic lending machine, so I consulted the counter. A staff member told me, "The error has been processed, so please try lending by yourself," but when I tried the machine again, it still showed an error. Since I was in a great hurry, I said, "It still doesn't work," and another staff member assisted me, allowing me to borrow the book successfully. However, when I later confirmed the card return, I was spoken to in a harsh tone, which made me feel uncomfortable.

The issue is that there is no notification of the return deadline. Users can extend the loan themselves before the deadline, but once it becomes an overdue notice, extension is not possible and staff intervention is required. Next, users only realize this when they try to use their card. Some users may not notice and the delay can become prolonged, eventually requiring phone contact and increasing the burden on staff.
Also, the significant variation in staff responses is concerning. While some staff members respond kindly, being brushed off raises doubts about the quality of municipal services. In private stores, customers can choose between self-service or staffed service, but the library, as a public service operated with municipal tax, offers no such choice, which feels uncomfortable.
As improvement proposals, we would like to request: ① reminder notifications around the return deadline (via email, LINE, etc.), ② flexible responses that offer users options such as "Shall we also process these?" for other borrowed books when there is a card error or during the actual book handover, and ③ unifying the response rules within the library. Responding to visitors is not a waste but an important role supporting citizens' lives. Especially parents borrowing books for their children should be supported by society, and we would appreciate your consideration so that the library can fulfill its original role.
It is difficult to search because there is no "Picture Book" category in the search system, and I hope the small number of recommended book corners in the Central Library can also be improved.
The library is a place for the cultural enrichment of citizens. We hope that this proposal will lead to a better environment for both users and staff.

Response

We sincerely apologize for the discomfort caused by the response of the i Plaza library staff on this occasion.
Regarding the i Plaza Library, automatic lending machines have been installed since its opening, but lending services at the counter are also provided. This time, due to insufficient guidance during the procedure, each staff member will strive to improve and provide more courteous service.
Regarding the notification of the return deadline, materials that have passed the return deadline by a certain period are notified by email, etc. However, the current library information system does not have the function to notify before the return deadline, so please check the return deadline on the receipt provided at the time of borrowing. The notification before the return deadline and the addition of a picture book search category will be considered when updating the library information system in the future.
We will also strive to make the recommended books corner at the Central Library a more fulfilling exhibition.

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