Suzanne Williams

MANNERS: “Social conduct”, according to my dictionary.

As I understand it:  courtesy; empathy;  and the more fashionable terms: kindness and respect.

Since coming to Whakatāne, a lovely town with fortunate endowments by nature and generally kind and friendly people, I have encountered some instances of bad manners, or lack of thought for others (not necessarily limited to this town, I hasten to add). Two examples:

I was kept standing at a retail counter while the receptionist talked on the phone for at least 20 minutes, with no apology, or even acknowledgement of my existence. There was no chair in sight; I am arthritic, can’t stand for long and was forced to leave.

I went into a curtain shop for some runners and hooks. The proprietor condescendingly said that such things were not carried there, and I should find a haberdashery shop (gone with the ark?) and left me standing.

I could go on, but boredom sets in.  I’m sure others have had similar experiences. Is no training given these days in customer relations?

Now, I come to the inspiration for this letter: Barry Rosenberg’s celebration of the printed word and clear-out of his shelves for the roadside benefit of others.  I’m sure I can thank you on their behalf.

I spend many hours in our library.  Some weeks ago, there was an unwelcome transformation of the shelving and research area and any signage was totally removed. I was bushed. Upon enquiry, I was told by the always obliging staff that the section signs were not ready and might be some time, but that they were always willing to help.  

We “oldies” do not like asking for assistance; I then found that the research computers were reduced to one and there was a queue.

There is still no change – the sequence of the book sections is a mystery.

I am also one who loves “real books” and can’t understand the library gurus’ apparent opinions that nothing written before 2010 is worth reading.

But – wouldn’t you think that good manners dictates that those on email would have been sent out an apologetic missive of explanation beforehand?  

And wouldn’t you think that the signage could have been organised in advance instead of confusion for weeks?

Another instance of – what are our rates paying for?

• Whakatāne District Council general manager community experience Georgina Fletcher responds:

Te Kōputu a te Whanga a Toi – Whakatāne Library and Exhibition Centre has recently undergone an upgrade of the shelving and layout.

The existing shelving was converted, so it is now mobile and can be shifted to enable more space for events held at Te Kōputu.

The conversion has also lifted the shelves to enable better accessibility for many community members.

These changes have been well-received, with positive feedback from a wide range of customers.

We appreciate all forms of feedback to help us continue to improve.

Part of the upgrade includes directional signage, which will be installed before the end of the year.

In the meantime, library staff are always available and willing to help anyone who needs it, including providing different options for locating those difficult-to find titles.

In terms of research computers, the online library catalogue is always available on any internet-capable device.

We have recently decommissioned one of two desktop computers with this capability due to its age, but will soon have four tablets positioned around the library for public use.

One tablet has been trialled in the large print area with great success.