#308 What They Tell Us: Listening to Your Residents

This is very useful in helping us find out what the customers really want. The presenter introduced a term “Preferred Futuring”, which means to gain input and ideas from individuals about what they prefer to see happen in the future, rather than predicting the future.

Focus group is a powerful research tool that will play a major role in the survival of public libraries. Libraries tend to do surveys to get people’s opinions while focus group can explore people’s feelings about issues, beliefs, emotions that are not expressed in questionnaires. We learned what kind of people to select for a focus group, the size of the group and what type of questions to ask.

Community needs assessments were done with three small city libraries. There were some common themes that came out of the focus groups:-
· A very high level of satisfaction with the friendliness and competence of library staff
· Wish staff would smile more
· A profound sense of the importance of the library as a community service and public gathering place
· Need to retain traditional services and strong technology
· Expansion, music and video listening/watching stations, more computers, more rooms for study, more meeting room space, a theatre and a coffee shop
· More programming for both children and adults
· Longer hours of opening
· More parking
Doesn’t this sound familiar and it’s interesting that customers think alike in other communities as well.

There were some complaints about the chairs by seniors, who wanted straight back chairs, not soft ones. Teens want distinct space, collection, environment for study and recreation.

The presenter also talked about the importance of reporting back to the participants on a regular basis and letting them know that something is implemented and any other future plans to show that you are listening. All the 3 libraries did a lot to address customer concerns after listening to them. One of the libraries weeded 8,000 titles over six months and added DVDs and CDs. As a result, circulation increased 25% in one year. It also increased hours and programs by partnering.

People love their libraries, but libraries can’t live on love alone. We need to harness the support of our community to speak up for our library. Using input effectively will ensure their needs are met in an ongoing cycle.