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Lesson 4: trouble spots for libraries?
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Lesson 4: trouble spots for libraries?
11:56 AM EDT 4/3/09
Some of the customer service trouble spots identified in the course apply to library service --things like "rude service" (remember, this is customer perception) or "calls not returned." But with the unique role that libraries serve in the community, I'd like to develop a list of trouble spots particular to libraries.

What do you think those are? How do you track patron complaints and feedback?
RE: Lesson 4: trouble spots for libraries?
1:01 PM EDT 4/3/09 as a reply to Betha Gutsche.
One thing that our academic library has just recently done is to run the LibQUAL survey. We sent the survey by email to approximately 2,500 patrons. We had responses back from 1,227 members of our community. Over one third of survey respondents wrote additional comments at the end of the survey. These comments represented a respondent's main message to the library, either to clarify his or her survey responses or to address topics that the survey did not cover. LibQUAL then sent us a report of our responses. We were also compared to similar institutions to see how we stood in comparison to others. As a team we came together and examined where we stood in our patrons eyes.

The purpose of this survey was to get a baseline view of where our patrons perceive us and our services. The hope is to run this survey every few years to keep a handle on where we stand - what we are doing well in the customer's eyes and what we need to work on.

While this doesn't solve the day to day complaints, it did give our patrons a way to express their opinion of our services.

Usually when a complaint comes into our building we have tried to treat each complaint individually. Meeting with the patron to find out what expectations were not met, attempting to listen well. We also try to take steps to correct the problem - explaining what we will do and asking if that will meet their needs. We have also apologized and tried to follow up with the patron. As of yet, we haven't actually logged complaints.
RE: Lesson 4: trouble spots for libraries?
6:01 PM EDT 4/6/09 as a reply to Betha Gutsche.
That's an interesting question, Betha.

I'm remembering our discussion about library policies an I think many of the customer's unmet expectations relate to policies that are, in most cases, in place to ensure the broadest access for all to library services and materials.

The most common scenarios I encounter in library settings include things like:
  • Patron's wanting more than the allotted time on the computer
  • Wanting to get materials faster, when ordering and being disappointed if it's not found or has a long waiting list
  • Disappointment with library hours (not open early or late enough)
  • Concern about inappropriate use of internet access (eg. my child was next to a man viewing pornography)
  • It's too loud, or why do I have to be more quiet?
  • Why can't I renew again?
  • Why do I have to pay my overdue fees?
  • Why don't you have this book here?

So how do we create policies that meet reasonable expectations? I think we do a great job in libraries with this!

But perhaps for those unrealistic "unmet expectations" we need to explore courses like Dealing with Angry Patrons or Managing Difficult Patrons with Confidence!
RE: Lesson 4: trouble spots for libraries?
12:35 PM EDT 4/7/09 as a reply to Dawn Krist.
And Dawn,
I love how you used the last question of the survey to identify the "respondent's main message to the library, either to clarify his or her survey responses or to address topics that the survey did not cover". That wording is a great way to frame the question for the user.

I think you all do an excellent job in terms of logging and learning from patron "complaints".

I was reflecting on how different the set of issues might be depending on the library type and the library's policies. It may be due to the broader audience, in age, needs, and due to social or economic factors, but because of my experiences at the circ desk in public libraries, I tend to remember the "complaints" like those mentioned above.

I'm sure there's a different set for academic (or even diff. types of academic) and special libs.