Customer Service – Things I wish I could tell my Librarian
Experience not products –
- People want to feel welcome in a comfortable setting with desired products
- Families not coming for the books but the time together, safe environment, social interaction, & activities
- Exceed expectations and anticipatory services
- answer the basic reference question but provide additional relevant information
- suggest that next best book to read
- Inspire discovery! – Find your library message and get staff, volunteers, friends and board members focused on that message
- Act like ladies and gentlemen serving ladies and gentlemen
- Remember you never know what one simple action will affect a patron
- “Wow Patrons” are those that come in the first time that are happy with what they find
- “Inspector Patrons” are those that have been there many times and keep learning something every time even if it is the smaller thing like a rotating display. Think online too with updated new content. Always need to be fresh and inviting.
- Treat patrons like VIP – Very Individual Person
- Smile, Darn Ya, Smile – More happy moments
Check Minitex training page for upcoming training opportunities including Copy Cataloging, Cataloging 101, and RDA in a Day (June 2)
- Kits include scanner and laptop to scan photos at a mini digitization event at a library. They are also working to include a “light box” device to scan three dimensional objects in high resolution.
- Training is required, once trained libraries can borrow the equipment that is in a securely padded container and shipped through delivery.
- Recommend that patrons be limited to 5 or 6 photos at the event due to the time it takes to scan and save the high-quality image. If the kit is requested for a week for a one day event, patrons could reserve time after the event to scan more items, BUT staff would be required to supervise and operate equipment.
Some Interesting Statistics
- 30% of those between 16-24 do not have a driver’s license
- 13% of homes in 2015 have no landline
- 73% of people read a book in 2016
- Millennials read books but tend to not borrow them on their phone
- ELM use has continued to grow 60,891,609 searches in 2016
- Median age of librarians – 50
- 45% of directors are over 65
- OCLC saw a drop of 21% use in the last 5 years, but MN stayed constant!
- Students prefer print for long source (books) and recreational reading, but prefer econtent for short chunks – chapters or articles and academic reading.
- Old technology never dies, they just fade into smaller niche offerings. – Neil Irwin