Can You Guess What Library Patrons Said Next?
Wednesday, September 30, 2015
Posted by: Nathan Swartzendruber
The Pew Research Center released a
new study about libraries two weeks ago. Their findings might
The age group
that visited the library the most is those between 16 and 29 years old.
In 2015, 52% of them reported they had used the library last year.
Adults aged 30-49 (50%) and adults aged 50-64 (42%) followed them.
What do library
patrons say they want? Early literacy programs and coordination
with local schools. Programs that teach people how to use digital tools
and how to protect their privacy and security online. Over 75% of those
surveyed said these are things that libraries should definitely do.
True, a national
survey won't perfectly reflect your local demographics. But there's
reason to suspect that some of the doom and gloom that librarians
report—"Millennials don't come to the library," "Teens just don't read
any more"—isn't accurate.
That list of things
that libraries should definitely do? All of them require relationships.
We have to build relationships with parents of young children and
schools to make an impact in education. We need to hear from patrons so
that we can design the technology and security training that meets their
Before we get to the
programs, we need to connect with the people. And where you have
relationships, people know your value.
Swartzendruber, SWON Technology Educator
Last call for the Customer Service Circus
doesn't often get a lot of fanfare. But then, great customer service
interactions aren't often big and showy. Having someone who really
listens to your issue, figures out the root problem and takes care of it
for you without a big struggle is what you want, right?
A positive experience
like that is built on real customer service skills. If you want to
improve your skills with a range of patrons, you want to be at SWON's
Customer Service Circus, October 14 at Boone County Public Library's
Main Branch. Registration closes next week, so reserve
your place now.