"I find it hard to believe the limited electronic resources available. Every article I have requested through free of charge ILL has been denied. The articles were all after the year 1990, so not something too obscure. At my past University, this was never a problem and articles requested did not cost anything to be obtained. The $8 fee seems a bit high...

As I work on my PhD, these limited resources are hindering my completion. I am extremely disappointed in this aspect of the University of Maryland. I would think Interlibrary loan articles should be covered under student fees."

Thank you for taking the time to share your concerns. We value the input we receive directly from the community we serve and take it to heart. Our goal is to be an asset - not a hindrance - to our students as they pursue their education.

In reviewing your specific interlibrary loan requests, the reason for those cancellations was that the journal titles requested were not held in the USMAI system of 16 libraries across our 14 campuses. If they were, they would be provided free of charge as part of our consortial agreement. When we receive a request with the billing option, "Obtain at No Charge," we search USMAI holdings only and cancel the request if the article cannot be obtained through the consortium. When we borrow outside of the USMAI libraries, we will pay up to $20 per request so the $8.00 fee we charge for that service is actually subsidized.

You are correct that many universities are funded at a level which enables them to provide interlibrary loan service at no charge across the board. We aspire to be among them one day. Currently, the portion of instructional resource fees that the library receives covers only a fraction of our expenses. Thus, it is necessary for the HS/HSL to charge fees for certain services.

Thank you for your valued input and the chance to answer these important questions.

"Hi, I am a graduate student. I brought my laptop to work on my studying. During my studying, I wanted to connect to the internet, but unfortunately, the wireless network is really weak! I have tried to many, many times, but it has never worked. This library is great, but not for [the] internet connection. Please increase connectivity. It is very important to students here. Thank you."

We're glad you think the Library is great, but very sorry you have had difficulties with our wireless connectivity. Your problem is not uncommon, as the increasing popularity of wireless computing has stretched our network access to the limit. Unfortunately, there is only so much wireless bandwidth to go around and, the more users there are on the system, the weaker and slower the connection becomes.

The good news is that the Library's wireless network is due for an overhaul. We are proud of the fact that we were one of the first campus buildings to install wireless over four years ago, and pleased to announce that we are not only planning to improve the strength of the signal, but also on connecting to the emerging campus wireless network. There are still a few technical issues to resolve, and we are awaiting a cost estimate. Our hope is that the wireless upgrade will take place along with our other Spring renovations, so stay tuned.

"The condition of the upholstery on the furniture is very poor in the library, especially on the second floor, one of the more high traffic areas of the library. A significant number of the floor chairs are torn from natural use. As a student paying services for my education, I would expect that re-upholstering these chairs would be done for the benefit of students' use and for general respect to those who use this library, which consists of doctors, faculty researchers, guest researchers, and other dignitaries that come visit our campus. The appearance, quite frankly, is appalling; more so, the usability of the upholstery of the chairs is undesirable. I rarely see people sitting in these very comfortable chairs. I am asking for a response [from] the University [regarding] the plan for reupholstering these chairs.

Sincerely, Concerned Student"

Thank you for your concern. Recently the campus approved funding to repair the chairs and I am currently working with the Library Director and fabric vendors to select fabrics to be used to reupholster the chairs. You can look forward to clean new fabric on these chairs within the next few months.

Assistant Director for Business Development & Operations