We always request feedback from our customers following training or consultancy sessions. Sometimes we receive additional comments on these and at other times we receive feedback separately. We always act on these but also like to share them. The following are the most recent compliments we have received.
Heritage Technical Support
Heritage Technical support is the best [we] have worked with.
The Heritage Library Management System and its Support Services Team
I arrived in 2004 the original 1997 installation of Heritage was still running, though no maintenance routines, upgrades or so had ever been carried out...!). Although this is a postgrad and research library its staffing is the lowest of all UCL libraries, and its funding per student significantly below UCL average.
As you may remember I would have preferred under the special circumstances here at the Eastman (one librarian, one IT person, two p/t library assistants for 1,000 readers) not to have to run my own LMS, and rather join a consortium. [...], UCL's main system, was unsuitable - too
inflexible; [...] which two comparable libraries share would have been a good solution,but the [...] faction got the Vice Provost to disallow us to join that... So we were 'stuck' with the local Heritage set-up, but I don't regret it because, jointly with your engineers and trainers, we have made it a real success, and have in some respects a more modern and efficient system now than UCL's clumsy [...] is.
First of all, your engineers helped us update, upgrade and implement all the modules we wanted - half the ones my predecessor bought in 1997 had never been installed. We have since automated many procedures, such as Acquisitions and Serials. We asked you if NLM records could be made available through QuickCat, and you achieved this within weeks - another enormous benefit for us as it allows us to download quality records with the right classmarks and subject headings. We wanted a self-issue machine, and although writing the SIP connectivity did take longer than planned it works fine now, and my UCL colleagues look at the machine with envy .... We feel we are getting as much out of our LMS as we could wish for. The greatest advantage of Heritage, however, is the responsiveness of the support team and engineers.
From my colleagues at the other UCL libraries I keep hearing about all the things [...] can't do; and when I then tell them that we just raise these issues with IS Oxford, and that you always find a soltion, they look at me in disbelief... I don't know what system I'll be running at RLHH, and sharing one with another library would probably be my best option, but I am grateful for the excellent cooperation I have enjoyed with IS Oxford over the last three years, and with you and your team all the best for the future! Do pass my thanks on to those team members who have done a lot of work for us - [...], [...], [...], [...]...
Heritage Library Management System
Really enjoying having Heritage to use - it's made such a difference here. I'd still like to be able to offer the catalogue online at some point. Looking forward to the Heritage [Reports] workshop at IOM Business School.
Heritage Technical Support
I would just like to say thank you to [...] and all his support in helping us restore Heritage here at City & Islington College. I think he did a brilliant job working with our IT manager Simon Evans over the last few days. I would also like to thank him for his patience with me, a novice.
It's been a pleasure working with him.
It's been a pleasure working with him.
Heritage Technical Support
My apologies, I meant to contact you earlier to thank you for your patience and all your help with our problems, and then passing us on to [...] while you were away.
I am pleased that the major problems we were experiencing are currently resolved.
I am pleased that the major problems we were experiencing are currently resolved.
Heritage on-site Training
Just wanted to say a big "thank you" on behalf of all the staff here who were involved with the training here this week. You rose to the challenge admirably as I know we can be quite a demanding group at times!! I'm sure you can imagine the gradient of the learning curve we are going up - we have several staff who have been here since [...] was installed back in 1989 and have gone through its various guises. Having said that all the staff have been very positive about Heritage from the beginning and seem to be rising to the challenge of migrating to something completely new.
Heritage on-site Training
This is just a quick note to convey our appreciation for the training which [...] provided this week.
It was very impressive that, despite the late change of arrangements due to [...]'s sickness, [...] had done his preparation on Sunday and was able to be at our offices well in advance of our scheduled start time on Monday morning.
He also did an admirable job of handling the wide range of questions that we threw at him and we now have a much better understanding of what is possible in Heritage, particulary in the Reports area.
Having staff who are as dedicated and flexible as this is a great credit to your organisation.
It was very impressive that, despite the late change of arrangements due to [...]'s sickness, [...] had done his preparation on Sunday and was able to be at our offices well in advance of our scheduled start time on Monday morning.
He also did an admirable job of handling the wide range of questions that we threw at him and we now have a much better understanding of what is possible in Heritage, particulary in the Reports area.
Having staff who are as dedicated and flexible as this is a great credit to your organisation.
Excellent training
[I] have not had an opportunity to get in touch and compliment IS Oxford on the high level training session I attended at your magnificent premises in Oxford [...] is an excellent trainer, delivering highly relevant information at a pace and level which was comfortable [...] was very flexibile and demonstrated many advanced techniques which I am already starting to build into a comprehensive plan for the extension of the Heritage system across UHL. It was great to meet people and finally put faces to names and voices and I thoroughly enjoyed the day. I am not usually one to comment upon such things, but the session proved to be of such value that I would strongly recommend other library professionals to take advantage of this service.