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The Customer Focused Library
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The Customer Focused Library
5:18 PM EDT 9/5/08
What do you think about the findings of the MLS grant on the Customer Focused Library and how do you think you might use it in your library?
RE: The Customer Focused Library
2:33 PM EST 12/1/08 as a reply to WebJunction Illinois.
I am not familiar with the MLS study. Could you point me towards a link to the study? Recently, WJ completed the Latinos and Public Library Perceptions Report. One interesting finding was that customer service had a greater impact on Latino perceptions of libraries than any other factor (even over bi-lingual staff or Spanish materials) Does the MLS study have data about the impact of library customer service on all patrons?

Laura Staley
RE: The Customer Focused Library
12:22 PM EST 12/2/08 as a reply to Laura Staley.
The MLS Study has been posted on WebJunction: The Customer Focused Library.

Thanks!
JP
RE: The Customer Focused Library
Tags: webinars
4:04 PM EDT 3/17/09 as a reply to Jennifer Peterson.
This study was discussed by the libraries who participated, in a March 17, 2009, webinar hosted by WebJunction. You can find the archive and related resources here: http://www.webjunction.org/interpersonal/articles/content/49775033
RE: The Customer Focused Library webinar
5:36 PM EDT 3/17/09 as a reply to Sharon Streams.
There were some great questions during today's webinar. Gretel, Jamie and Detlev will continue to answer here. Thanks to all who attended and please, ask additional questions if I've missed them here.

"What was the total cost of the project?"

"What about optimum font size, font color, and background color for signage?"

"How often would you recommend changing signs? Or, displays?"

"How justify 'use of library as space' and for conversation to funders/funding sources/government?"

"Any research or thoughts on electronic signage?"

"From what company were these shelves purchased from? contact info, if possible, please??"

"What about the top and bottom shelves? They are a problem for the short and the older."

"More about a Dewey-less library...how do staff shelve, etc??"
RE: The Customer Focused Library webinar
9:19 AM EDT 3/18/09 as a reply to Jennifer Peterson.
I am really looking forward to whatever conversation develops here based on these questions or any other thoughts folks may have to contribute about the webinar and the study.

Thanks to all involved for a great online presentation of the study.

Sheila Kearns
RE: The Customer Focused Library webinar
11:15 AM EDT 3/19/09 as a reply to Jennifer Peterson.
Thanks for all the fabulous questions about the project. I'm answering some of those that Jennifer posted.

"What was the total cost of the project?"

The total cost of the project was $100,000. Most of that went to Envirosell, but we did have funds remaining to create and print the best practices document. I think an important point is that the research can be done in many ways by existing staff. I plan to post on more details about that in the future.

"What about optimum font size, font color, and background color for signage?"

There is no set guide on optimum font size or colors. The basic guidleline should be that 1) the sign matters, 2) it is readable from the distance it is anticipated to be viewed, and 3) that less is more. We did get some high-contrast suggestions for colors, which included white text on red, white text on green, and black text on yellow.

"How often would you recommend changing signs? Or, displays?"

It largely depends on how frequently patrons are in your library, and how heavily trafficed your sign location is. In high-traffic areas, once every two weeks might be appropriate. For lesser-viewed signs, once a month. In our study, over 2/3rds of patrons were in the library more than once a month, so the frequency of new signage needed to respond to that.

"How justify 'use of library as space' and for conversation to funders/funding sources/government?"

As with many things, I think there is a need to build your case for change. Use observational data like density maps to show where patrons are congregating, what space they aren't using, and how things could be more positively reconfigured. Conduct patron surveys on what they need in a library, not what you think they need. Use this data to present a need, and a plan to meet that need.

"Any research or thoughts on electronic signage?"

The basic principles of print signage apply in electronic signage in terms of readability, clarity of content, and contrast in colors. It is especially important that electronic signs be posted in "wait" areas so that patrons have time to view the messages.

"From what company were these shelves purchased from? contact info, if possible, please??"

I believe that the face-out shelving was purchased from LFI, Library Furniture International (http://www.libraryfurniture-intl.com/)

"What about the top and bottom shelves? They are a problem for the short and the older."

The use of top and bottom shelves weren't addressed in this study. However, if you plan to use "shelf talk" signs to direct patrons to other materials, they are best placed on a middle shelf.

"More about a Dewey-less library...how do staff shelve, etc??"

In the case of Frankfort's Dewey Free project (http://deweyfree.com/), they are using the bookstore classification scheme to organize the books. Each label has the following structure:

General Category
Sub-category
Author

So, items are shelved by author, after each of the category levels. You can see an example in the slideshow here. It's a very elegant system, and many patrons have responded that they can find things much more easily.

Thanks for the questions, and keep them coming!
RE: The Customer Focused Library webinar
4:54 PM EDT 4/17/09 as a reply to Gretel Stock-Kupperman.
I just wanted to let everyone know that I posted a Research Methods Toolkit to the Customer Focused Library site on WebJunction Illinois. You can find it at http://il.webjunction.org/home/articles/content/8052613 on the upper right hand side of the page. This is a sample of the kinds of tools we will be presenting at the ALA Chicago Preconference "Why We Borrow: Small Libraries Chime In." I hope to see some of you there!