I had an amazingly and scary experience this week.
My library is in the very first stages of comprehensive facilities plan. With money from a levy passed by our county voters in May, we’re going to renovate or rebuild ALL 41 library locations.
I’m trying hard not to not have a panic attack reading that sentence back to myself.
When complete, these projects will likely change the course of our library forever. As a first step in that massive undertaking, our board of trustees hired an architectural consulting firm to gather ideas and insight from our cardholders. As part of this opinion-gathering process, our library is holding community forums and structured question-and-answer meetings at each branch over the course of the next year. If you’re counting, that’s 80 plus chances for us to interact with the public and ask them directly what they want their library to be. MY GOSH, what a gift. Am I right? It’s a huge task but it’s also a huge opportunity!
I volunteered to work the forum boards during the first of our community meetings, and to help with logistics at the second one. Both opportunities gave me the chance to get out of my basement office and actually talk face to face with the people who receive, consume, and respond to my marketing messages. And it was amazing.
I’m serious. I learned all kinds of interesting stuff just from talking to people. I found out what they think about the layout of libraries, the frequency of email messages, the reasons they got a library card, their favorite parts of the collection, their impression of our staff, and their dreams for the services they want us to provide. It was gold mine of information.
Honestly, I’ve never actually done drugs, but I felt high was I left my first shift. I ran into one of my good friends who works as front-line staff and I gushed to her about how amazing it was to actually talk to people. She said, “Hey, you should just come hang out at the desk with me. People will tell you exactly what they think of our marketing if you ask them, and you’ll learn so much about our cardholders.”
And I realized in that moment, for all the research and thinking and strategic planning and data analysis that I do, I might be missing one of the most important aspects of library marketing–my cardholders. I *think* I know what they want and need. I’ve got survey results and conversion data and social media engagement statistics that tell me about the people our library serves. But, before last week, I cannot remember the last time I actually talked to a customer about the library.
That changes now.
I don’t really have to worry about forcing myself outside my comfort zone over the next year. All I must do is sign up to be a part of each of those community forums as they are scheduled. But after that, I’m going to have to make sure that I get out and talk to people. I have learned that direct interaction with customers is exceedingly valuable.
I hope you are better at this than I have been. Maybe you’re reading this and saying, “Duh, Angela.” If so, my hat goes off to you. I’m learning this lesson late. But I thought it was important to share it with you.
Don’t be a dummy like me and stay locked in your basement office, separated from your cardholders. Get out of your comfort zone and talk to your cardholders. Set up a regular calendar reminder and spend an hour with your front-line staff. You could just observe. Or you could ask questions. You’ll learn so much. You’ll make the cardholders feel valued. And you’ll be demonstrating your commitment to customers to your fellow staff members. You can’t be any more engaged than that!
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October 8, 2018 at 3:49 pm
Yay! Late is better than never! I can hear your enthusiasm bursting through my browser. Best wishes for your library system this next year!
October 8, 2018 at 3:59 pm
Thank you so much! It’s going to be a big year. I feel many blog posts coming!
October 12, 2018 at 9:47 pm
I have a few decades experience in a sales environment (though not as a sales person myself). Two complementary questions I like and used a lot are, “What do you like about the current XXX” and, “What don’t you like about the current XXX”. I guess you’d want XXX to be the library building, or services. Since it happens to be a current interest of mine, I’d love to hear what people like and don’t like about the catalog — but that’s not actually relevant to your project.
The other thing I’d ask if I was in your situation would be, “What is the library for?”. I spent part of this afternoon reviewing public library mission statements, and they’re written in their own special dialect of English — not at all the way people actually express themselves. Hardly any of them mention books — although some of them coyly refer to “collections” or “materials”.
October 14, 2018 at 5:15 am
Great advice, Graeme. Thank you! We’ll likely tackle our public website after the facilities projects are underway so that question about the catalog will be relevant. Thanks to Google Analytics, we know people bypass our main page and go straight to the catalog so at least I can say, with confidence, that its the most important thing on the website.