In today’s down economy, newspapers frequently report on how busy public libraries are across the country, but staffs are realizing that once the economy begins to recover, keeping library users will require some understanding and potential changes in their current customer service model.

Take a look at your community, patrons, and buildings. Is your library a place people come to think, reflect, learn, and interact? Do you have spaces where they can study, contemplate, research, and collaborate? It’s important to know who is using your library and what they want. Using retail establishment tools may help improve your library’s customer service model:

• Track hot spots. For a typical week, track where people go by creating a density map that marks each patrons’ location when the library is open. At no surprise, the top three hot spots tend to be books, computers, and media. However, the percentages of use may be enlightening.
• Exercise good customer service and be proactive. In case studies where in-depth surveys were performed, libraries found that more than 34% of the patrons could not find what they were looking for and half of those never asked. Many libraries are now giving their staff headsets, or using roving libraries and mobile desks.
• Create a “power” isle. Use table-top displays to show current events. Use up all your shelves and turn as many books as possible face out! Place bestsellers on end caps. Supplement your Dewey numbers signage with end panel categories, such as travel, architecture, and gardening.
• Promote your events. Windows, displays, and digital signage are great for advertising upcoming events. But remember, less is more when it comes to effective signage; too many signs create sensory overload.
• Brand your library with a strong logo. To make it effective, carry your logo throughout signage, staff name tags, and shirts.
• Consider changing your image. Shed that image of “no talking, no fun, no food, and no drink!” Consider speaking more with patrons, play music in certain areas, allow food and drink, and encourage technology that will connect you with your patrons. Send out Evites, enhance your Facebook page, and actively Tweet!
• Provide a welcoming space. Libraries are more about people than books; providing classes, spaces for collaboration and discussion, and technology to connect via the Internet. Provide spaces that support these activities with a variety of comfortable seating options, appropriate colors and finishes, and supportive lighting.
• Evaluate your collections. Consider grouping collections into “families,” similar to bookstores. This may increase the percentage of people who say they can easily find what they’re looking for.

Library use is at an all time high, so now is the time to provide great customer service in new and creative ways!