I left my email address at the Children’s desk for a reply to a question about a book. The librarian had the answer, but I could not get it from her via email, I had to walk in to get it.
I asked whether the Library would make its Oculus-donated Virtual Reality gear available for patron use outside the absurdly restricted hours of 3:30 to 5 PM Fridays (and only when chaperoned by donated UCB student labor.) Again, I left contact information, but no response. Consider the issue ducked.
I leave comments in the suggestion box with an email address for a response, but have never, ever, ever gotten a response.
I leave comments at the BPL website via their “Suggestions and Comments” box, but again, never get a response.
I left my contact information for staff regarding a course I suggested offering to the public at Central, but again, no response.
This is malfeasant performance, and especially if there is a policy in place prohibiting staff contacting patrons, is grounds for the removal of whoever imposed, and whoever maintains, the policy.
The opposite behavior is indicated: the library should be directed to answer all patron inquiries, and via the means the patrons provide – email, if preferred; telephone, if preferred; surface mail, if preferred. There is no valid excuse to do otherwise.