Has your library ever really thought about the experience around becoming a library card holder, or worked to improve it?
At most libraries, when someone gets a library card for the first time, here’s what we do: we give the person their library card. We might also hand them a printed list of either “stuff you can do” or “stuff you can’t do ” (i.e., rules, regulations and circulation policies).
Are balloons released? Does anyone celebrate? Does it usher our new customer into some cool, “members-only” club? Do we follow-up with the customer after 3 months or so to see how it’s going? Nope. For most of us, nothing else happens.
What happens with other types of membership cards?
- Sam’s Club: a membership card gets you members-only discounts.
- Airline reward programs: earn reward miles. Use it enough, and you can get seating upgrades and trade in miles for flights.
- Grocery Store Cards: discounts on store purchases and fuel points.
- Amazon Prime: free, 2-day shipping, movie and tv show streaming, and access to the Kindle ebook Library.
Now back to libraries. Is there something else we can do with a library card to make it more “membership” friendly? Reword that brochure we give out? Check back with our customers after 3 months to see how they’re doing (remember, we have their email address and snail mail address)?
How about give perks for use? For example, if they check out five books, they get that 3-day express movie for a week?
What do you think? Anyone do something special for library card holders that isn’t just “here’s your card, now go check stuff out?”
Image by Leo Reynolds
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
I was just reading a blog post on Seth Godin’s blog about stuff being interesting. His main point – is it interesting because it happened, or is it interesting because it happened to you?
That made me think – what stuff do libraries do “for our customers” that we find interesting or useful or amazing … but our customers – not so much?
Think about some of these things libraries have, for example:
- Library Catalog – interesting to our customers?
- Article Databases – interesting to our customers?
- Periodicals reading room …
- Reference desk …
- Dewey Decimal System …
I don’t have a big problem with anything listed above. But still – libraries pour a LOT of time, money, and expertise into each of these fairly traditional things libraries have and do. Do our customers really … REALLY … find them all that interesting?
Asked another way – is your periodicals reading room standing-room only? Is it hard to find a public computer because so many customers are using the catalog? Get the idea?
I think our goal should be two-fold:
- spend time, money, and expertise on stuff our customers care about
- do stuff that our customers care about
Not always easy to do, huh?
photo by abeckstrom
A front door in Delft
If your library’s like mine, you have staff-only ways to access library stuff … things like employee parking, a staff-only entrance, a back-end way to access the library catalog, etc. Whenever I put a book on hold, I get it delivered via inter-office mail.
I never have to use the library like a patron if I don’t want to!
My question – is this a good thing?
Try using your library like a patron. Is it easy or hard? Is there something that frustrates you about the whole process? It’s probably doing the same thing to your patrons.
Here’s a thought – maybe we should create a “Work Like a Patron” week, where we only use the library like our customers do – use your library’s wifi (bonus points for using a Public PC), search using the patron version of your catalog, maybe even sit at those lovely desks in the library. Or hang out in a cafe, accessing all work- and library-related stuff from outside of the building. Use the front door, and see the library through your patrons’ eyes.
This works for the IT department, too. Use library employee tools like … library employees, rather than like IT dudes and dudettes. Is it hard? If so … it’s probably hard for the rest of the library, too. Make it work for everyone!
If it works wonderfully, great! If not, maybe you have some things to improve.