What our Patrons Value

by Emily Hamstra

Every time a new Pew Internet report comes out, I’m likely to stop everything I’m doing to read it. Yesterday, Pew Internet & American Life released the fascinating report Library Services in the Digital Age. The report is based on surveys and focus groups asking public library patrons what they value in library services, and how they use the library. The findings in this report greatly affect our daily work as we think about services that meet the needs of our patrons.

What captured my attention the most about this report is “main reasons patrons cite why their use [of library services] decreased.” 40% of patrons stated they “can get books, do research online and the internet is more convenient.” How many times have we all been asked about the role of our profession, collections, and spaces now that we can just “Google it”? We spend a lot of time as librarians building awesome electronic collections and services, enhancing our community’s access to quality resources from databases and downloadable ebooks to librarians through chat reference services. We often don’t have time to market these services to our patrons, teaching them how the library can enhance their digital lives. Many of our patrons might think finding information online is “more convenient” than using the library because they might not know what we have to offer. One participant in a focus group for the report says about the library, “they do so many fabulous things, [but] they have horrible marketing” (full report, pg. 38).

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