1. MSL Fall Workshops September 24, 2010 Great Falls, Montana

2. How to create a satisfying customer experience How to connect customers with library products  Market research & bookstore practices  Adapting to changing patron behavior, evolving patron needs  Customer service response as it relates to library building layout, signage, collections & services 2

3.  Envirosell http://www.envirosell.com/http://www.envirosell.com/ Best Practices for the Customer-Focused Library (Metropolitan Library System 2009) Why We Borrow! Redesigning Libraries using Retail Touchpoints (CLA 2007)

4.  Most shoppers/library patrons are women  2 nd - Moms with kids  3 rd - Groups of friends, like teens using the Internet  How do these trends compare with your observations at the library?  What’s happening for men at your library?

5.  Most of them visit frequently, most of them visit alone  Most of the them are familiar with the library, know where they are going, and visit for a specific reason, but they don’t necessarily know what they are looking for  Most patrons spend less than 30 minutes in the library and a large proportion of those stay less than 10 minutes

6. Where do they go? What do they look at?  Circulation desk or other desk  Computers  New Books  Children’s area  Café  What are your library hotspots?

9.  More than half of patrons receive assistance Finding items or sections Using the catalog or other library technology Guiding research or answering questions Explaining services Recommending items Check out items Information about programs/events

10.  People need information at the point of a decision – where to go next? (wayfinding)  Many people prefer to consult signs to find the way rather than ask for help  Make it easier for your patrons and free staff from repeatedly having to answer the same questions

11.  Make the library self-navigating  Use space creatively  Redesign your staff  Market your resources effectively

12.  Design library layout based on patron behavior  Provide wayfinding tools Effective signage, you are here maps, branded areas  Reduce Information overload  Provide self-service points  Teach people to use the library

13. Entrance  Primary display area is 5-20 steps inside and to the right of the front door  Customers can stand 10 steps inside of the front door and read hundreds of titles

14.  Place displays directly in front of or close to the front door  Place circulation desk to the right of the front door to make returning books convenient

17.  Major aisles lead customers to all parts of a store  Use observation to map patron pathways (this observation will also reveal which parts of the library collection are not being used and could be redesigned for different use)  Place major book displays along major pathways

18.  Make signs easy to read while moving  Fewer words, better placement, creatively designed  Hierarchical signage and branded areas  Position in-depth signage in wait areas  Don’t use jargon, for example use popular subjects on endcap signs  Don’t forget – Book covers and spine labels are signage too!

25.  Shelving by genre  Present books in limited numbers  Display books covers front whenever possible  Create book lists – staff recommendations, top 100 lists, award winners, best sellers, read-alikes

29.  Group computers, lounge seating, and periodicals in “waiting area”  Allow loud and quiet spaces with buffer zone between them  Repurpose little used areas to add room to high traffic areas  Use new fixtures for circulating (not storing) materials

32.  Create a designated computer space for teens so they can socialize  Provide areas for group study, quiet study, a teen center  Express computers near the library entrance are very popular

34.  Staff must be able to help patrons from wherever they are  Get them out from behind the desk – roving service, encourage outgoing behavior  Zoning – assign staff by zones (in larger libraries)  Cross-train everyone

35.  Provide information about services upon entry  Periodically offer classes on “How to use the library”  Encourage library staff to proactively approach patrons – ask questions, offer informal introduction to library  Offer new patrons a take-home manual/welcome booklet

36.  Create visually stimulating environments  Display books cover out to increase capture power  Offer more ways to pair patrons with materials  Create an AV “store within a store”  Change displays often

37.  Identify waiting points for placement of displays for impulse buy – for example AV materials  More Americans over 65 (products stocked too high or low are off limits to them)  Kid’s section is the most inviting part of the store – expand the atmosphere to other parts of the store

41.  Effective method of recommending books  Place displays in high traffic areas  End panels of stacks are very effective for sales  Try eye-catching displays based on color rather than topic  Try illuminated displays

45.  Create displays around themes, holidays, local events, special topics  Have recommended books on display  Utilize patron recommendations

48.  Internet usage, media perusal, socializing in groups are popular patron activities  Provide opportunity for group interaction at computers  Self service/self navigation is important, but help must be available when patrons need it  Some users need help and you must teach them  Teens need their own space  Libraries need more and more versatile computers

50.  Don’t try to change people’s behavior – design for it  Think outside of the box  Prepare staff for change  Train circ staff to be ambassadors for other services  Analyze service at your first point of contact (often the desk closest to the door)  Involve new eyes – enlist people outside the library who are not bound by traditional views of library services

52. Envirosell Reports & Presentations: Best Practices for the Customer-Focused Library: Metropolitan Library System (2008) http://www.webjunction.org/c/document_li brary/get_file?folderId=8052623&name=DL FE-1830002.pdf http://www.webjunction.org/c/document_li brary/get_file?folderId=8052623&name=DL FE-1830002.pdf Why We Borrow! Redesigning Libraries Using Retail Touchpoints. Presentation at CLA 2007 http://www.sjlibrary.org/about/sjpl/sjway/ Envirosell_presentation_CLA07.ppt http://www.sjlibrary.org/about/sjpl/sjway/ Envirosell_presentation_CLA07.ppt

53. Infopeople Workshop (archived) - Show It Off: Techniques for Increasing Circulation through Merchandising Your Collection and Services http://infopeople.org/training/past/2008/sh ow/ http://infopeople.org/training/past/2008/sh ow/ WebJunction Webinar (2009, archived) The Customer Focused Library http://www.webjunction.org/events/webina rs/webinar-archives/- /articles/content/49775033 http://www.webjunction.org/events/webina rs/webinar-archives/- /articles/content/49775033

54.  San Jose Public Library Signage Guidelines http://www.sjlibrary.org/about/sjpl/sjwa y/signage_guidelines.pdf http://www.sjlibrary.org/about/sjpl/sjwa y/signage_guidelines.pdf  What Libraries Can Learn from Bookstores: Applying Bookstore Design to Public Libraries (Chris Rippel, Central Kansas Library System 2003) http://www.ckls.org/~crippel/marketing /bookstore.html http://www.ckls.org/~crippel/marketing /bookstore.html

55. Learn more about your users:  American Factfinder http://factfinder.census.gov/home/saff/ main.html?_lang=en http://factfinder.census.gov/home/saff/ main.html?_lang=en  Market Research Focus on the User (Ohio Library Council Marketing the Library http://www.olc.org/marketing/2research.htm http://www.olc.org/marketing/2research.htm

56.  Photo Credits:  Slide 16: http://www.franklinfixtures.com/images/medium/006.jpghttp://www.franklinfixtures.com/images/medium/006.jpg  Slide 19: http://www.adamsahern.com/pix/portfolio/library1.jpghttp://www.adamsahern.com/pix/portfolio/library1.jpg  Slide 20: http://www.uky.edu/Libraries/images/hubhelpdeskstour.JPGhttp://www.uky.edu/Libraries/images/hubhelpdeskstour.JPG  http://www.libraryjournal.com/articles/images/LJ/20050915/LBDpicks_Signage_Circulat_.jpg http://www.libraryjournal.com/articles/images/LJ/20050915/LBDpicks_Signage_Circulat_.jpg  Slide 21: http://www.brad.ac.uk/lss/images/signage.jpghttp://www.brad.ac.uk/lss/images/signage.jpg  http://www.designinglibraries.org.uk/gallery/main.php?g2_view=core.DownloadItem&g2_ite mId=4070&g2_serialNumber=4 http://www.designinglibraries.org.uk/gallery/main.php?g2_view=core.DownloadItem&g2_ite mId=4070&g2_serialNumber=4  http://www.friendsofcpl.org/img/signage_web.jpg http://www.friendsofcpl.org/img/signage_web.jpg  Slide 22: http://www.libraryjournal.com/articles/images/LJ/20050915/LBDpicks_Signage_Stack_.jpg http://www.libraryjournal.com/articles/images/LJ/20050915/LBDpicks_Signage_Stack_.jpg  http://farm3.static.flickr.com/2063/2179832032_8973672cbf.jpg?v=0 http://farm3.static.flickr.com/2063/2179832032_8973672cbf.jpg?v=0  Slide 23: http://www.openingthebook.com/uploads/interiors/signage/ashford-panels.jpghttp://www.openingthebook.com/uploads/interiors/signage/ashford-panels.jpg  http://dclstrategicplan.pbworks.com/f/1176993684/PDEW%20026-sm.jpg http://dclstrategicplan.pbworks.com/f/1176993684/PDEW%20026-sm.jpg  http://deweyfree.files.wordpress.com/2008/08/picture-124.jpg http://deweyfree.files.wordpress.com/2008/08/picture-124.jpg  Slide 26: unknown source  Slide 27: http://www.flickr.com/photos/mysapl/2634909326/http://www.flickr.com/photos/mysapl/2634909326/  Slide 30: http://www.libraryjournal.com/articles/images/LJ/20080915/ljx080902lbdMobileIslandBook.j pg http://www.libraryjournal.com/articles/images/LJ/20080915/ljx080902lbdMobileIslandBook.j pg  Slide 42: http://tulane.edu/news/newwave/images/011807_bookstore1_1.jpghttp://tulane.edu/news/newwave/images/011807_bookstore1_1.jpg  Slide 43: http://www.ckls.org/~crippel/marketing/display4.jpghttp://www.ckls.org/~crippel/marketing/display4.jpg

57. Thank you! Lauren McMullen lmcmullen@mtlib.org