Assessments of User Needs
According to Mary Behrle, Assistant Director at NMRLS, the 436 completed surveys is considered a very good response rate. Those who completed the survey were primarily female (72.5%). With this in mind, the marketing library services to men will be a part of this Long Range Plan. The largest age category of those completing the survey was between the ages of 31 to 50 (47.3%). Ninety percent had used the library in the last six months. Of the 42 who checked off that they had not used the library in this time period, 41 checked off “use the Internet at home” as one of the reasons why.
The survey showed that patrons use the library primarily for reading. Of those who responded to the survey, 82.6% indicated that the reason they used the library was for reading material. Movies were the second highest category at 63.1% and information was the third highest at 44.7%.
The survey included a question regarding their perception of the library. Of those completing the survey, 204 indicated that the library is up to date and innovative. Only 28 considered the library dated and old fashioned. The makeover most likely contributed to this positive perception of the library. There were many positive written comments about the makeover improvements. Of those completing the survey, 363 believe that the library is a valuable community service. The ratings on the library facility for exterior appearance, interior appearance, and cleanliness were split between excellent and good. The major “weakness” identified by all groups in the SWOT exercise was lack of space. The space problem also was reflected in many of the written comments in the library survey.
The SWOT exercise done by each group identified the library staff as one of the “strengths.” Of those completing the survey, 81% rated the staff as excellent for courtesy, 82% as excellent for helpfulness and 79% as excellent for knowledge. The high marks given to library staff were also reflected by many the written comments. Although there were a few negative comments about the friendliness of the staff, these were in the minority. Customer service objectives are included in the Long Range Plan.
The following comments/suggestions were repeated multiple times in answers to the last two questions: What would you like the library to offer that it does not currently offer? What would you like to see changed or improved at the library?
- Saturday hours in the summer
- Sunday hours during the school year
- Quiet study
- More space, a larger building
- More programs
- More activities in the children’s room.
- Name tags for staff
- A larger collection of materials
Although expanding hours will most likely not be feasible during this planning cycle due to budget constraints, the Board of Library Trustees has requested that the Library Director do a cost analysis for opening Sunday hours during the school year. In light of the current economic climate and the Town’s current priorities to build a new high school and a fire substation, the expansion of the library facility will not be a part of this planning cycle. The Board of Library Trustees, however, would like to evaluate community support for new library facility in 2015.
Although there were comments expressing a desire for a larger collection, space limitations in the current facility prevent expansion of the book collection. In the adult department, however, there is space to add a few more magazine subscriptions. A video software collection will also be added. The library will continue to provide a current collection of materials on topics of interest and need in a variety of formats. E Books will also be added to the collection.
The lack of quiet study space in the library study space was a repeated theme. Again limited space makes the creation of quiet study difficult. Creative ways to meet the need for quiet study in the library will be investigated.
The Long Range Planning Committee as well as survey comments suggested name tags for staff. The Library Director is working with library staff to implement name tags.
Thanks to the supplemental funding from the Friends of the Library, a wide variety of programs for all ages is offered. In order to reach an expanded audience, presenting programs Friday evenings and on Saturdays will be investigated. Traditional and new ways to market programs will be implemented.
The need to improve marketing library services came out in the SWOT exercises and the library survey. There were a significant number of responses in the library survey indicating that people were not aware that the library had museum passes and free wireless internet available. There were also suggestions for programs that the library already offers. The survey results show that the use of the library web site ranks high (53%) as a source of information for library services and events, followed by newspaper, flyer on bulletin board, and email newsletter. Improving the library web site and integrating more social networking technology into library promotion is included in the Long Range Plan.
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