Suggestions/Comments/Complaints
Individuals may report comments, complaints and concerns to any Library staff member. All classified staff and librarians will make every effort to courteously mediate comments, complaints and concerns. Mediation may include: 1. Explanation of Library policies and procedures, 2. Offering a copy of the Mission College Library Policy for in-library review, 3. Progressive referral to the on duty librarian, librarian responsible for specific area, Library Director, or Administrator in charge 4. Offering a a Mission College Library Suggestion/Comment/Complaint form for filing a formal communication.
Suggestion Box Policy
A locked Suggestion Box is located near the exit gate to facilitate discrete customer feedback. A Questions/Comments/Suggestions form will be made available beside the Suggestion Box for customer use. Questions, comments and suggestions will also be accepted if the form is not used (i.e., handwritten or via the online catalog).
The Library Director will monitor the Suggestion Box and review and confidentially respond as needed to questions, comments and suggestions for which a response is deemed necessary or requested by the submitter.
The Library Director may consult with other library and college staff as needed to compile responses.
The Library Director will review, but not respond to, any question, complaint or suggestion that has been anonymously submitted or submitted without a legible and full name, address and telephone number. All Suggestion Box communications will be routed to the Library Director for informational purposes.
Approved 9-18-02 Librarians Meeting
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