America's Star Libraries Focus on How To Reach Patrons
RSSExternal market research, community outreach, tech tools all deployed
Lynn Blumenstein -- Library Journal, 01/26/2010
- Knowing customer interests improves collection display
- One-on-one community leader outreach is key
- Technology options can help to reach more age groups
In a survey conducted by Library Journal, 115 of the 258 libraries
given stars by the LJ Index of Public Library Service 2009, Round 2, answered the question, "What was your library’s most important initiative for 2009?" Below are some highlights dealing with customer outreach.
External outreach products
The Topeka & Shawnee County Public Library, KS, purchased market segmentation data to find out more about lifestyle details, buying habits, and media and information preferences, etc. The result: converting traditional library stacks into travel, health information, and jobs and careers "neighborhoods" to enhance the browsing experience.
This effort, along with combining relevant Dewey areas, integrating graphics, color-coded labeling, and visual merchandising, has increased usage by 25-40 percent. Most of the collection will be converted into "neighborhoods" over the next four years.
In order to measure customer satisfaction, the St. Charles City-County Library District, St. Peters, MO, used the Counting Opinions customer feedback tool. "We wish more used it."
The personal approach
Sometimes securing external information isn’t necessary to learn what library customers need. Page Public Library, AZ, simply reached out to leaders of local community groups. The Bernardsville Public Library, NJ, conducted one-on-one interviews to help determine specific local needs.
Central City Public Library, NE, depended on staff members participating in community meetings, acting as library advocates "bringing the library to the public." James Kennedy Public Library, Dyersville, IA, established both teen and senior advisory groups.
Using technology
Many libraries’ technology outreach efforts have included Twitter, blogs, and maintaining an active Facebook presence for tweens and teens.
More unusual efforts were undertaken by Eldredge Public Library, Chatham, MA, which has had success in producing a DVD PSA in collaboration with high school students; it was used by a local TV station. The library plans to create video announcements for the web site with Animoto.
Mid-Continent Public Library, Independence, MO, joins the small but growing ranks of library systems using self-service, stand-alone automated systems. It installed two Library-To-Go units in local community centers, allowing patrons to pick up, return, and browse materials.
Full coverage of the latest results of the LJ Index of Public Library Service 2009, Round 2, based on 2007 IMLS data, can be found here. Other coverage of the survey responses can be found in the following articles:
The Keys to Success for America's Star Libraries
Showcasing Libraries' Worth, According to America's Star Libraries
America's Star Libraries Respond to Customers' Economic Needs
