Patron Survey Results, Part 2

Last week we provided data from the first 10 questions asked in the recent patron survey.  Today’s post provides information about the final 3 questions.

 

11. What additional services would you like to see FCPL offer while the branches remain closed?

965 patrons responded to this question.  Patrons used this free-text opportunity to provide a variety of suggestions and to comment on existing services and resources.  Overall the comments were extremely positive. 

Some patrons wanted to see more eBooks and eAudiobooks.  Many patrons have begun using these for the first time since the branches closed in March.  Jeff wrote a patron blog post about eBooks and eAudiobooks to help patrons have a better understanding of the issues involved with purchasing these formats.

Patrons love Contact-Free Curbside Pickup and many asked that we continue providing it, which we plan to do for the foreseeable future.

As with other surveys we have conducted in the past, we found that some patrons are not aware of all that FCPL does, with some making suggestions for services we already provide, such as Curbside Pickup or virtual programs.

 

12. What actions will FCPL need to take when the branches reopen in order for you and your family to feel comfortable using the library in person?

1,486 patrons responded to this question, which might have provided the most useful information.  The answers reflected a wide variety of different opinions.  Some respondents listed a number of different actions the library should take while others offered one word responses such as “none” (which could be read in very different ways, as “no actions needed—open like before” or “no actions could make me want to use a public space”; it’s important that we don’t try to interpret answers provided without context).

The most mentioned action was masks, by approximately 33% of the respondents.  While some specifically mentioned requiring masks by everyone, most just used the word “masks,” so again it’s important that we not interpret incorrectly.

The second most mentioned action was social distancing, by approximately 21% of the respondents.

The third most mentioned action was cleaning and sanitizing surfaces, by approximately 19% of the respondents.  This took the form of suggesting regular cleaning of check-out stations, tables, desks, restrooms, and other areas and surfaces regularly used by patrons.

The fourth most mentioned action was providing plenty of hand sanitizer for patrons to use, by approximately 17% of the respondents.

The fifth most mentioned action was to limit the number of patrons in the building at any one time, by approximately 16% of the respondents.

The next most-mentioned specific action, sanitizing returned materials, was only indicated by 6% of the respondents.  Sanitizing materials might seem like an obvious solution to patrons.  However, after careful research by staff, including consulting professional literature and monitoring guidelines from public health organizations, we have determined that quarantining items for at least 72 hours after return is the most efficient manner in which to handle our extremely large volume.  Quarantining returned materials was mentioned by 3% of respondents. 

Approximately 3% of respondents also mentioned paying special attention to the children’s areas, noting that it will be difficult to keep surfaces clean and to maintain social distancing. 

 

13. Please share any additional comments or suggestions for FCPL.

674 patrons responded to this question.  As with question 11, the comments were varied, and there were a number of comments praising staff.  Following are some selected comments:

“Everyone at the library has done a fabulous job! We have checkout many books through curbside, audio and ebook, it has helped fill the day during these difficult times. Thank you for your creative thinking.”

“THANK YOU SO MUCH for re-starting book check-out via curbside pick up! That made my whole month! I used to go to the library several times per week to check out books for my kids, as they read through books very quickly. It was hard to find available ebooks to check out for them which interested them, as most had long waits once everyone started staying home. And buying books adds up very quickly. thank you, thank you, thank you, you all are the very best!!!!”

“I love the FCPL system. The staff are always welcoming, kind, helpful, knowledgeable. And the collections and availability of books is quite good. Moving toward opening we need to be mindful of how to keep the staff safe since they face more exposure than most of the patrons will.”

“I am so appreciative that the library has offered the pick-up service! We are weekly visitors (during "normal" times), and we'd greatly missed visiting and checking out materials. It's so nice to have stacks of books at home to enjoy again! Thank you!!”

“Can't wait until you reopen. I really miss not being able to search for and discover new books and authors in person. The library is my calming, relaxing, happy place.”

“FCPL Rocks! I've always loved this library system. You offer a wonderful variety of literature for multiple ages and several languages. My family has also enjoyed many of your programs - Summer Kickoff Carnival and Harry Potter events were definite highlights.”

“We love our library system. The variety of books is awesome. The programs held during normal times is unmatched by other counties in Georgia. Keep up the good work!!!”