Library woes
While doing some research at the National Library in central Valletta last Saturday morning, I enquired about how to make a few photocopies. I was told by the library staff that there were no automated machines. I had to first fill a form, pay at the cash office and then wait for delivery hopefully on the same day. Unfortunately, the cash office is open only between Monday and Friday so I was asked to return on another day. I went back this morning only to be informed that the photocopy machine was out of order. I had to return tomorrow, they suggested, but there was no guarantee that the machine would be fixed by then. I was not prepared to accept this particularly since I had just paid LM 1.30 (3 euros) for 7 ordinary photocopies.
I argued politely that there were several other office photocopy machines in the building including one in the cash office which seemed to be in perfect order. They responded by saying that only one photocopier was designated for library users. I used my diplomatic skills as best I could to insist that the copies could easily be made at the cash office. They finally agreed to try that route but first they had to seek the director's approval and at that moment he was out of his office. So I waited patiently. My copies were delivered half an hour later only because, I was told, the library director happened to be in a good mood.
The Management Efficiency Unit was set up by government to improve delivery of customer services at public offices. The website lists the Libraries department as one of their clients but the relevant hyperlink is dead. I wonder why!
I argued politely that there were several other office photocopy machines in the building including one in the cash office which seemed to be in perfect order. They responded by saying that only one photocopier was designated for library users. I used my diplomatic skills as best I could to insist that the copies could easily be made at the cash office. They finally agreed to try that route but first they had to seek the director's approval and at that moment he was out of his office. So I waited patiently. My copies were delivered half an hour later only because, I was told, the library director happened to be in a good mood.
The Management Efficiency Unit was set up by government to improve delivery of customer services at public offices. The website lists the Libraries department as one of their clients but the relevant hyperlink is dead. I wonder why!
Mon Aug 22, 09:49:28 PM CESTThis post has been removed by the author.
Mon Aug 22, 09:51:13 PM CEST
It's been some time since I have had to have copies made at the Library but what's impressive is the amount of manpower to have it done.
There's a man to whom you hand the form, another chap sitting next to him to whom you give the money and a third who fills in a receipt. Impressive!
Tue Aug 23, 03:27:53 AM CEST
Tal-biki
Tue Aug 23, 05:41:46 PM CEST
I suggest we act to rectify this pathetic situation. Since you're in Malta more often then I am, I think you should take the lead on this, Rob.
Perhaps we could organise a petition to Mr Philip Borg, the Director of Libraries, and Dr Louis Galea, the Minister of Education.
However, since you know how things work in Malta better than I do, you may want to consider having a little chat with our old classmate Charlo Bonnici, the Head of the Ministry's Secretariat.
What do you think?
Tue Aug 23, 06:29:54 PM CEST
Thank your lucky stars, at least you got your papers. I'm still waiting for mine, two years on. That place is a disgrace, run by lunatics who have absolutely no interest in our literary heritage but nevertheless block the rest of us from gaining access to it. On one memorable occasion, one of the notorious employees (known for wandering around with his shirt open and Abandorado vest on display in summer), humiliated a top academic. First he asked for her passport for identification (she already had letters of introduction... and a driver's licence, which in the civilized world is a perfectly acceptable form of ID), she politely replied she had left it in her hotel. Then followed the most obnoxious, mysoginistic lecture on the dangers of a single female travelling on her own, leaving her passport behind, leaving her husband behind etc etc etc. It was utterly surreal.
And if you *really* want to weep go to the Notarial Archives...
Thu Aug 25, 11:45:11 AM CEST
Toni, Athena
A petition is a good idea although these work practices are quite entrenched and even many years of expensive consultancy have not been successful!
That is the nature of our public service - very resistant to change. However, I do know of some success stories elsewhere so nothing is impossible.
Mon Aug 29, 12:17:33 PM CEST
one doesn't have to look far for success stories... the service at the national archives is FAR better... no wonder they are seeking autonomy from the library dept
» Post a Comment