Library as Community Recharging Station

My library is thinking about recharging stations for mobile devices. So I’m looking into outlets with USB slots, special stands, etc.

How come? Because customers want to recharge. If you walk around our library, you’ll notice we have a lot of lamps by comfy chairs. Guess what? Those lamps, for the most part, will be unplugged. Because people are recharging their devices. So – we’ll probably be doing something to address that.

But.

That also made me think – why shouldn’t the library be the community’s recharging station? For more than just mobile devices? What would we need to become the community’s recharging station?

Here are some ideas:

  • Lots of outlets
  • Lots of USB plugins
  • Comfortable chairs that can be moved around
  • Electric car charging stations
  • Lots of windows in the building
  • Offer video games for more than just teens
  • Make the library a fun place instead of a quiet place
  • Offer classes related to recharging/de-stressing
  • Be positive. At the desk, in signage, in instructions.
  • Focus on do, not on don’t. Yes rather than no.
  • Help customers make things
  • If someone’s sleeping in the library … maybe don’t kick them out.
  • Offer exercise classes. You have the books and the videos … why not the actual class?

And of course, have lots of good books :-)

Thoughts? Comments? Do you think of your library as the community’s recharging station? If so, why? If not, why? I’d love to hear from you!

Pics by Emergency Brake and Viktor Hertz

Becoming a Library Customer – Can we Improve that Experience?

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

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

Interesting to Us or to our Customers?

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 …
  • etc

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:

  1. spend time, money, and expertise on stuff our customers care about
  2. do stuff that our customers care about

Not always easy to do, huh?

photo by abeckstrom

Our Communicating Customers

Big ad on our website for the new library catalogMy library’s in the process of switching ILS systems – we just moved from SirsiDynix Horizon to a Polaris system (to all you non library types out there, I’m talking about our Library Catalog).

We just went live with the new system on May 23, and as you can imagine, it’s taking a couple of days to bring everything up, and get all the parts and pieces working like they should. It’s a huge, complex software/hardware switch, and it’s been a very smooth move, all things considered (mainly because we have awesome, great staff – they rock!).

We have two primary ways that customers can talk to us about the new catalog (well, discounting actually visiting the library and talking to us, and using the phone): an email form and through social media.

We set up an email feedback form that you can see in the catalog, and our customers are using it. So far, we’ve had maybe 20 or so customers communicate their love of the new catalog, their dislike of the “new thing,” or a specific problem with their account. Useful stuff.

Social media has been quite interesting!

First, I wrote a blog post about the catalog, complete with a short video. This post has received about 35 comments so far. Customers asking questions, and me responding to them.

Via Twitter, we have received some nice praise and good comments, including:

  • “Awesome! I’ve been hoping for this a very long time!”
  • “Can’t wait!”
  • “Good luck with the migration1 Bet the new catalog will be awesome!”
  • “We’re excited about the new catalogue! Not surprised that there are some hiccups.”

Facebook has been interesting, because some conversations were started by our customers.

This morning, one of our customers posted this: “Has anyone gotten into the new catalog?” And two people had a conversation about the catalog, about some of the third party things connected to the catalog (like our DVD Dispenser), and what was working/not working.

Since I’m one of the admins of our Facebook Page, I saw those conversations, and was able to answer their questions.

We also instigated some conversations. Yesterday, we posted this: “Today’s upgrade day & most upgrades to the catalog have been made. A few kinks are still being worked out, but you can now explore catalog.tscpl.org – and tell a friend! (Same goes for Facebook. We know you can use your influence to get us a few “likes,” right?;)”

… and that got us 25 Likes :-). And a couple more questions, too – which I answered via Facebook.

Why mention this? I find it fascinating to see conversations about library catalogs taking place via social media. 10-12 years ago – last time I helped with an ILS switch – I don’t remember seeing much customer feedback (though I’m sure someone got an earful). We didn’t se up email feedback forms, and social media pretty much didn’t exist yet. This time around, customers are helping each other, asking questions and tagging us … and I’m able to see them. And help. And hear.

Amazing.