Würzburg Public Library

 facts and figures - circulation 1,290,000 - every 6,5 seconds an item is borrowed in the main library - 703,000 visitors - 120,000 virtual visits - tendency increasing

Awards

Satisfied customers relate their positive experience to three people Dissatisfied customers tell eleven to thirteen people about their negative experience

Focuses of our work Customer orientation Reading promotion & lifelong learning Electronic services & information provision Top-class events

Image and public relations

Würzburg Public Library Networking and partnerships in the educational sector - promotion of literacy and educational competency

Promotion of literacy and educational competency

Cooperation with schools and preschools Class reading – sorted by grades Topic chests Guided tours for pupils Bookworm tour Intergalactic tour Detective tour Spooky tour Library rally Flip the bear Books for babies Activities, activities Library card in the schoolbag Book for young people weeks Brain-Teaser: riddles about books and authors Storytelling Classes to the net – learning to deal with the internet Library passport - collect stamps for each visit and get a gift A night in the library! Cooperation with schools.

Customer retention meassures for children

Promotion of information literacy Studio: Study & Work - Basic Idea: Lifelong Learning - Multimedia work & study desks - Desks for study groups - Up to date technical equipment - Virtual study studio on the homepage - Classes & programs

Studio: Study & Work PARTNERSHIP Cooperation with adult education centres and external instructors

Studio Modules Module 1: Finding information & learning (Information & Wissen) Module 2: E-Life & office communication (E-life & Büroalltag) Module 3: Profession & careers (Beruf & Karriere) Module 4: Learning & living (Lernen & Leben)

Studio: Study & Work Business & economics Application & career Learning & study Topics in the studio:

Studio: Study & Work Customer orientated presentation of media with shelf marks – labelling the content

Studio: Study & Work Consultations | Guided Tours | Schoolings | Lectures

Cooperations & Partners School Authority, schools & pre-schools Adult Education Centre, University Würzburg Institutions - like job centres, theatres, museums, health department etc. Bookshops and publishing houses Red Cross etc. Friends of the library and volunteers Your customers – complaint management, wish cards, focus groups etc.

Economic criteria Cost recovery 25% Income approx € Sources of income: Fees Charging of tickets Internetcafé Sale of drinks Photocopy Room rentals Donation & Sponsoring Friends of the library Special Campaigns: Customers canvass customers Discount coupons for new citizens Special discounts for students „Buy Me“ campaign Fleamarket Cineasts donate books and get a coupon

Donations & Sponsoring for Reading events Magazines Books & other items Library Cards Prizes & Coupons Internet Technical equipment Furniture (chair-campaign)

Sponsoring What else is beeing sponsored or donated? Library cards for teenagers Adds in the local newspaper Print of PR-materials like flyers etc. Equipment and hardware by local stores Donation of prizes for rallies, tombolas etc. Commercial in public transports Champaign, flowers, practical help from firms like painting the library, free transport for authors Support with PR and marketing by specialists of companies

Projects / marketing with fancy titles 99 chairs (according to a song „99 balloons“) Eat for us! „Books instead of sweets“ Buy me! Old for new (fleamarket with the local press) Get a better view (reading specs by an optician) Cineasts donate books! Schmöker – Göker (german slang for „reading chicken“)

Schmöker-Göker - the „reading-chicken“

Electronic Services Service Improvements and Cooperations

Publication in the Web: Dr. Hannelore Vogt Putting the customer first! Managing customer satisfaction There is no better advertisment than a satisfied customer. The commercial sector has long recognized this and reacted accordingly. Customer satisfaction and retention are long term goals for libraries as well. The author provides an introduction to the principles of customer orientation and presents three largely undiscovered practical methods for identifying and optimizing customer orientation. Focus group discussion, mystery shopping and complaint management are examined and illustrated with international case studies.

Thank you for your attention!