Most visitors feel safe in the library, many students want the old reservation system back

Most respondents are positive about the library. “I studied in Leiden for four years and am now doing my master’s in Corporate Law at Erasmus University. The library here is so much better than in Leiden. Really a top library!”, writes an enthusiastic student.

Almost 60 percent of respondents are ‘satisfied’ or ‘very satisfied’ with the staff. They find the employees helpful and friendly. The quick service and involvement are particularly mentioned. “When I had questions, I got a quick response, and the librarian was happy to think along”, says a respondent.

66 of the more than two thousand respondents feel less safe in the evenings. “It has to do with the fear of being harassed”, writes a respondent. Noisy visitors are also mentioned as a cause. “The staff could intervene better with noisy visitors”, states a student. The library takes this seriously, says Wim Vuijk, front desk team leader. “A safer study environment is, of course, essential. That’s why we have been deploying stewards in the evenings since last year. This will now become a permanent part of our supervision approach.”

Some respondents are particularly concerned about the presence of non-EUR students in the library. “The presence of outsiders is worrying. They take up spaces and sometimes cause a nuisance”, says a student. She suggests introducing an access pass. “You also hear about theft in the library. Maybe it’s an idea to introduce access passes? That would significantly reduce the risk.”

One in five respondents finds the reservation system for study spaces not user-friendly. The new, mobile-friendly system introduced last year is perceived as ‘unclear’ and ‘time-consuming’. “I want to see at a glance which places are available, not have to scroll through dozens of pages”, complains a respondent. Many students feel the old reservation system worked better. “Can you bring back the old reservation method?”, they ask.

Additionally, reserved spaces sometimes remain empty, causing frustration. “It’s annoying when a place stays empty while I’m not allowed to sit there”, says a student. Conversely, some students feel uncomfortable asking someone to leave their reserved spot. “So sometimes I just leave the library again”, says another student.

Complaints about the state of the toilets have been recurring for several years. This year, too, dozens of visitors complain about dirty toilets. “It’s understandable that toilets can’t be cleaned every hour, but a bit more often would be nice. They’re often dirty, or the toilet paper is gone”, reports a respondent. Waste left on study spaces is also mentioned as a nuisance.

Petra Busstra, head of library education support, recognises both problems. “When people eat in the library in the evening, some leave their waste behind. Recently, we found a bag of döner. Of course, we clean it up, but it’s just annoying to find the library like that when you come in”, she says. “It’s usually only a few people who leave their mess, but it gives a dirty impression. And that while we have 63 bins in the library.”

To improve service and facilities, the library staff is working with a focus group. “We have already received applications from more than two hundred interested people”, says Vuijk. Hygiene is also a point of attention. “In March, we have a meeting with the cleaning service to see how we can adjust the cleaning schedule”, Busstra explains.

Still, Vuijk and Busstra want to emphasise that visitors themselves can also contribute to a clean environment. “People need to realise that they can help us keep the space tidy”, says Busstra. Vuijk adds: “Recently, we had a leak in one of the toilets. That caused a lot of stress, including a flood in our storage area, and brought high costs. And when you hear from the sewer service what comes out of those pipes – like chicken wire or wet toilet paper – you can hardly believe it.”