Welcome to the WebJunction webinar: The Customer Focused Library

Transcription

1 Welcome to the WebJunction webinar: The Customer Focused Library If you can hear us, click the button below If you can t hear us, click the button below and we will troubleshoot Phone access also available as alternative to VOIP dial click the icon below for your unique PIN # For closed captioning type /cc into the chat box repeat the command to turn it off

2 Tools You Can Use Select a receiver from To: list Enter a message in the textbox and press Enter Click to stop chat scrolling Turn on/off Emoticons

3 Audio VOIP - click and hold the button over the chat box to talk OR, press and hold the CTRL key on keyboard Welcome to the Customer Focused Library Webinar. We ll begin at the top of the hour. Please indicate: If you can hear us, click the button below If you can t hear us, click the button below and we will troubleshoot

4 Today s Hosts Michael Porter Communications Manager, WebJunction Jennifer Peterson Community Manager, WebJunction

5 Click the arrow tool at left, then click on map where you are located.

6 The Customer Focused Library Lessons Learned from Retail WebJunction Presentation March 17, 2009

7 Today s Presenters Gretel Stock-Kupperman Director of Consulting and Continuing Education at the Metropolitan Library System Jamie Bukovac Director of Indian Prairie Public Library Detlev Pansch Director of Barrington Area Public Library (formerly Frankfort)

8 Agenda Introduction to the Project What was it like to be studied? Brief Findings Best Practices and Applications Looking Forward

9 Introduction Background and Methodology

10 Research Objectives Explore the dynamics of visitor behavior at four Chicago area libraries, including both public and academic libraries Measure visitor interactions at touch points in the library Generate information on how public and academic libraries in the Chicago area can better service and educate their visitors, thereby creating a more satisfying library visit

11 Participants Indian Prairie Tuesday, November 13, Hours 12-8 Wednesday, November 14, Hours 9-5 Frankfort Tuesday, November 13, Hours 12-8 Wednesday, November 14, Hours 9-5 Acorn North Park Thursday, November 15, Hours 12-8 Thursday, November 15, Hours 12-8 Friday, November 16, Hours 9-5 Friday, November 16, Hours 9-5

12 Research Methodology

13 Observational Tracking: Researchers used mapping programs to track and time customers movements and interactions within the library. 424 visitor groups were observed in four Chicago area libraries

14 Attitudinal Questionnaires: Library patrons were intercepted after their visit to the library to inquire about their experience in the library and the services which they regularly use. Patrons were offered a five dollar gift card to complete the questionnaire. 267 patrons were interviewed after their library visit

15 Video Small video cameras were installed in key areas of the libraries in order to capture behavioral patterns, traffic flow, wait and transaction times. Over 750 hours of video footage were generated for analysis

16 Being Studied Why we participated, and what it was like to be studied.

17 Brief Findings

18 Visitor Profile 2% 2% Frequency of Visit 9% 28% More than once a week Weekly Two or three times per month One time per month Two or three times every 6 months One time per year 33% 25% Two-thirds did not know what they wanted before they arrived. Since patrons may not come to the library with a specific need, we have an opportunity to appeal to their wants.

19 Visitor Behavior

20 Fewer than one in ten patrons age visited the Books section 80% 70% The Percentage of Patrons in Each Age Group Who Visit Each Section Type The Future The Past 60% 50% 40% 30% 20% 10% 0% <14 [n=11] [n=12] [n=111] [n=48] [n=76] [n=63] [n=52] 65+ [n=51] Audio Visual (all) Books Computers Desks Interactives Public Areas Rooms Services

21 Assistance

22 Frankfort Density Map Children Teenagers College-Age Adults Seniors Library Staff Source: Observation Envirosell Draft Report for the Metropolitan Library System

23 Signage

24 Questions?

25 Best Practices and Applications

26 Best Practice #1 Market Resources Effectively

27 Market Resources Effectively

28 Market Resources Effectively

29 Market Resources Effectively

30 Market Resources Effectively

31 Best Practice #2 Orient Yourself to Patron Convenience

32 Orient Yourself to Patron Convenience

33 Orient Yourself to Patron Convenience

34 Orient Yourself to Patron Convenience

35 Orient Yourself to Patron Convenience

36 Best Practice #3 Use Space Creatively

37 Use Space Creatively

38 Use Space Creatively

39 Use Space Creatively

40 Use Space Creatively

41 Use Space Creatively

42 Best Practice #4 Use Signs Effectively

43 Use Signs Effectively

44 Use Signs Effectively

45 Use Signs Effectively

46 Questions?

47 Looking Forward

48 Gather Information

49 Assess and Involve Staff Prepare staff for change. If our focus is service, make sure staff are service focused. Train staff to be ambassadors for other services. Analyze service at your first point of contact, often the desk closest to the door.

50 Challenge, Create, Innovate Don t try to change people s behavior: identify it and design for it. Let go of sacred cows, including materials, furniture and assumptions. Think outside the box!

51 The most pointed lessons we learn from retail are in examining our staff and patron behaviors, updating our marketing practices, and offering patron-oriented services. With demonstrated dedication to meeting patron s wants and needs, the Customer Focused Library is achievable.

52 Questions?

53 Stay Involved On WebJunction: Customer Service & Interpersonal Skills Continue the discussion Access the session archive and resources Full report: Keep sharing your strategies and INNOVATE Gretel Stock-Kupperman Questions Or find us on WebJunction

54 WJ Learn Together Project March featured discounted course: The Customer's Voice Enroll in March and you'll receive a 50% discount. Join fellow learners in the Group: Customer s Voice to share insights and discoveries as you work through the self-paced course. We started with a live Wimba kick-off of the Learn Together Project last week, but it s not too late to join in this social learning experiment!