I just left an amazing presentation on central libraries. Managers from some unabashed jewels (Seattle) and some self-proclaimed tiaras (Vancouver BC) presented. Also heard a terrific history of urban libraries and the changing role of central libraries (better than anything I heard in MLIS classes!).
Greg Edwards from Cincinnati & Hamilton Co. explained their amazingly detailed analysis of central library use. They observed 23,000+ customers over 33 days and 130 shifts and were floored by what they discovered. For example, only 4% of customers observed were waiting for or talking with a librarian but 46% were using public PCs; this was in a department with many librarians but only 2 tech folks. They're just completing a massive reorganization of the building including combining departments and reconfiguring entire floors.
I talked with Greg afterwards and he said Orange Boy (our marketing group) contacted him about their changes. This is the first I've heard of it. Maybe I'm just out of the loop...
Perhaps we need more data about actual Main Library use before undertaking a $1.3M two floor remodeling project. Maybe a field trip to Cinci is in order. Maybe.
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Hey Dave, I also attended this session and thought it was stellar. The results of Cincy's unobtrusive observations were pretty telling. I'm guessing the high percentage of customers using PCs for general internet searching at our Main Library would be similar! But the numbers don't lie, and in my opinion this was a great way for them to show their staff that changes needed to be made.
I also liked Denver Public Library's decision to do market segmentation with all of their locations and to NOT try to be everything to everyone, thus creating libraries devoted to learning and language, family, children's services, and focusing their Central Library on serving researchers and information seekers.
This makes me think of a conversation some of us had at dinner (me, Brandy, Dewitt, Christiana) about how important it is to observe what the customers are already doing and work to find ways to make that easier and more pleasurable (or easy). For instance, we need to find a self-check-in system that allows customers to return items in a bundle, just like they do now, rather than a system that would require us to "re-train" the customers to send things into the slots slowly, one at a time.
(previous post deleted for lousy grammar!)
Virtual PLA attendee from Lorain PL & KnowItNow (independent contractor) here. NOT related to post, but will Jodi Lee work w PLA & Learning Times to record her presentation that the virtual attendees missed? Others in the PLA virtual forum are requesting the same. Thanks!
Cheri Campbell (olevia in PLA virtual)
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