I offer a warm welcome to the new MLA paper “What do the public want
from libraries?” The recognition of the importance of ‘Lapsed users’
and of the central role of bookstock in user satisfaction are
particularly welcome. In the interest of moving forward from the
report may I suggest some proven and practical ways of ensuring that
the public get ‘what they want from libraries’.
In 1999 I conducted an externally funded experiment, to investigate
potential ways of attracting lapsed users back to regular library use.
The experiment identified a highly successful method of doing this
which I would commend to list members. The report, entitled “ Gaining
and retaining customer loyalty” can be found at
http://www.public-libraries.net (Publications/Customer Orientation).
A huge caveat first. There is no use attracting lapsed users back to
the library if the range and quality of the bookstock is the same as it
was when they stopped using the service. To paraphrase Bill Clinton
‘It’s the books stupid”
Mindful of disquiet about suppliers commandeering this list I will
refrain from using the “Sm” word but instead refer you to the EBSM
website where techniques to address stock deficiencies are described
www.ebsm.com. I strongly believe that only once stock has been turned
around to address local user demand more effectively, should serious
attempts at re-attracting lapsed users, be commissioned.
George Kerr
Library Consultant
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