Reference desk needs to be more willing to help. They direct you but don't inform as much as they could.

Mary Ellen Spencer of Research & Reference Services replies...

I want to thank you for taking the time to send these comments to the VCU Libraries. Your feedback is critical as we work to improve our services. As the manager of this service point, I appreciate hearing from you.

I'm very sorry to hear that we didn't provide you with the best service possible at the reference desk. While we strive to provide the most complete answers we can, I regret that it doesn't happen each time. If you are dissatisfied with the quality of service in the future, I hope that you will ask to speak with me. I would appreciate the chance to talk with you and to hear more specifically what it is the Libraries can do to better assist you.

I hope that you will visit the reference desk again and give us the opportunity to provide you with good service. Thank you again for taking the time to send us your comments.

Mary Ellen Spencer
Head, Research and Reference Services
James Branch Cabell Library