The following is an excerpt from a post by Leslie Burger, the current President of ALA, on her Blog “Burger’s Blog” back in January of this year. It is titled Leslie’s Tips for Transforming Libraries and you can read the whole thing at http://burgerforala.blogs.com/burger_for_ala/
3. Step Outside the Box
Determine what it will take to change the way people think about and react to your library
Identify ideas for excellence, a laundry list of items that will help transform your library
Evaluate your current practices — are they customer friendly?
Consider the practices of other successful libraries and competitors to determine what might work in your library
Challenge the status quo
I posted this because I think it goes along with our dicussion of “sacred cows” and how and what we do at the library. I believe that now is the time for each of us to evaluate what we are doing, how we are doing it and how well it is working. We can then take this information, and the opportunity we now have by being a District with a Mil Levy, and build an incredible library district that will be the centerpiece and heart of our communities.
Mindy
This is a really interesting article which certainly spotlights the trends emerging in library/bookstore usage; and, I appreciate the comparison between the two.
I think in examining such trends, analyzing the data and distilling the information into a model for the future is a bold and correct initiative. Such analysis is always a timely undertaking, since consumer needs and technology keep things in motion. But, I think we must be careful not to compare apples and oranges, so to speak. That is, it’s been shown that to emulate a competitor (and I think bookstores could fall into that category from a marketing point of view) without distinguishing yourself and playing on your own strengths is always a mistake.
In my opinion, libraries are not bookstores - and vice-versa… at least for now. However, the two, as the article suggests are comparable, to a degree. Clearly, the one thing that holds libraries apart is that fact that they are “free”. This is relative, of course, to the public revenues used to support them. But, where one person pays to support the system, another - outside the system by design or circumstance - can still draw a benefit. This is a function, I think, which is essential to a healthy society. I must take exception with this author’s assessment of “reference”. Reference has always appeared to me to be a huge function of the public library system, and one which I believe has been terribly and mistakenly undervalued in this article.
The intuitive approach would be to acknowledge these two areas of public library function and play them up. If reference is lagging, promote it, and improve professional training and public access. The idea that books are readily accessible to all segments of the socio-economic spectrum lends its own identity. I mean, that’s where a huge difference lies in distinguishing a public library from a bookstore - “free” vs. “cost”. I think the third leg upon which the libraries should sturdy themselves is in in the area of customer service. In distinguishing the “commercial” identity of a bookstore from the “public service” identity of a public library, we can likely justify the cost differential through kick-butt customer service. At least once efficiency issues are streamlined. After all, commercial enterprises have always been rabid about this aspect, whereas government entities… well, do we all recall the $700 toilet seats ordered by the Pentagon back in the 80’s? Still though, efficiency should not come at the cost of qualified personnel. It should come first in systems and process. This approach should go hand in hand with trained, knowledgeable staff and promoted reference function.
We’re NOT bookstores! We DON’T buy boatloads of books on deep discount programs (well this part, maybe) and turn around and return them, paying staff a barely livable wage. I have to ask what the staffing turn-over is at these places. Maybe it’s actually quite stable – but it’s yet another variable of an accurate comparison worthy of examination. As a library we are what we are – and we are used by the public on that basis – but also on the basis of what the public perceives we are. Importantly, we are also NOT used based on on that same perception.
I think the national library system has defiantly clued into the need to compete on a customer service level, and that, in my opinion, together with promoting the idea of “borrow” vs. “buy”, as well as enhanced reference functionality are fine places to begin.
As far as designing a library as a social gathering place – DARN RIGHT! I think the idea of a stuffy hackled repository of dusty tombs has been a mistaken approach since the first beady-eyed librarian lowered her spectacles and glared at someone who opened a book too loudly. I say play up BIG TIME the social gathering aspect, with designated quiet/study areas; areas which would appeal to all sorts of demographics - kids, teens, geriatrics (good lighting comfortable seats and large print please! I could use that now and I’m not yet 40); improved access to new (efficient and stable) technologies; and provide answers (RIGHT answers) with a genuine, worth-my-hourly-wage smile!
Can libraries compete? Heck YEAH Bring it on, baby!
Author’s note: I haven’t posted in a while, since I couldn’t find the login link (see how I need the large print) so I figure this jacks me up to my quota at least for the next three months. Thanks for posting and for reading. L~
Comment by Lisa — November 30, 2006 @ 6:15 pm