As the Library is computerized, E-mail provides a built in audit trail and, as response is usually immediate, potential problems are usually nipped in the bud. It is not at all uncommon to have responses to their E-mail refused and returned undelivered for hours on end. Inevitably, a few just fall through the cracks. Telephone communications work quite well and are immediate, but have the disadvantage of expense and of frequently being disruptive. Unlike E-mail, which can be dealt with when convenient and as time permits, telephone calls must generally be dealt with when received and generate no audit trail.
Regular mail is a last resort.
Slow, inefficient, and time consuming, I generally process such communications but once every several weeks at best. If not the greatest cause of headaches, certainly the most aggravating requests to deal with are from those patrons that fail to follow instructions. Some patrons would even appear to be so lazy as to decline to scribble a return address on the return mailer. Finally we come to the issue of special requests. They can range from requests that tapes be dubbed at a particular recording level to putting together a tape with every version of Patti Smith sharing the stage on Dark Eyes.