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David Lee King

What’s Missing?



Ever wanted to know what your customers think is missing from a service point in your library?

There’s an easy way to find out … just ask! Post something that asks “what’s missing?” and start gathering answers. For example:

  • Want to find out what’s missing on your public PCs? Tape a form to the table by each computer and ask for comments.
  • Have a teen room, and you want to find out what’s missing there? Put up a white board that asks “what’s missing?” (and be prepared for some snarky responses. They’re teens, after all).
  • Have a mobile website or app? Do what my library did. The last link on the main page of our mobile Boopsie app is “What’s Missing? Send us a Suggestion.” Clicking that link leads to an email form that gets sent to me. And believe me, people fill that out!
  • Ask through your library’s social media channels.

You can ask a similar “what’s missing” question on a website, in a room of the library, or even in the stacks. The point is this: if you want to make improvements in the library, you need to find out what’s missing … and fix that stuff.

Pic by crdotx

Comments on this entry are closed.

  • http://lonerwolf.com/ Luna

    Such a simple yet brilliant idea! Thanks for the suggestion ;)

  • Pingback: Customers as Consultants | Cheryl Becker()

  • http://www.facebook.com/susan.m.fisher.16 Susan M. Fisher

    Can I use that picture on my library’s Facebook page?

  • http://www.davidleeking.com davidleeking

    You should be able to – that photo uses a Creative Commons license. I have a link to the original photo at the end of the article (it’s not my photo).