Last year, we asked libraries how they were handling the day-to-day realities of patron service — online and in-person. This year, we asked again. The goal wasn’t just to repeat the questions, but to see what changed.
We want to take a look at how libraries are handling patron service struggles and successes.
Below are the key takeaways from this year’s data, and what they mean for libraries on both sides of the desk.
Libraries have a wish list of patron communication channels, they just can’t do it all
The majority of libraries lack Web chat and SMS texting to communicate with their patrons. While most libraries offer some version of phone and email contact, that doesn’t necessarily keep up with the way that patrons want to communicate with their libraries.
Most businesses offer live web chat and SMS chat to their customers. Libraries should be the same, because offering more channels is a great way to offer patrons a preferred way to keep in touch. Meeting patrons where they are, it’s about accessibility and ease of communication.
Libraries are recognizing this trend, because the majority want to add webchat and SMS to their channels. SMS tools for both one way (library to patron) and two way (conversations) are popular because they can keep patrons informed and can be monitored and replied to as a part of an existing workflow, rather than dominating a staffer’s time.
In-person service is improving
Last year libraries reported that 36% of patrons experienced a wait time sometimes, now that has dropped below 28%.
While it may be impossible to eliminate waiting times for in-person users of the library, staff are getting to patrons quicker than last year.
The cause of this may vary from library to library, from things like smoother processes for interactions to time-saving tools and fewer distractions. No matter how libraries are cutting down on wait times, any gain is a good one for the patron experience.
New tools helping with reduced wait times
Time-saving tools and procedures also lead to reduced wait times for in-person library users. Virtual registration for library cards as well as automated renewals have reduced the number of staff members being tied up at the desk. It also eliminates the need for superfluous trips to the library for users solely to renew their library card.
Other project management software has caught on in libraries, like Trello or Notion. These tools help libraries coordinate their projects and organize into tasks, with different stages and tags to execute tasks around the library.
Automating reminders is a great way to eliminate wasted staff time, too. Services like MessageBee not only handle the entire process for you, but also send great-looking, interactive messages on behalf of your library.
Virtual service for patrons is good, but not great
The data shows a mixed picture for virtual service quality. Some libraries excel at chat, email, and SMS service while others maintain a “good enough” standard while focusing elsewhere. Similarly for virtual patrons experiencing wait times, answers were across the board.
A tale of two libraries
Patrons have seen reduced wait times in-person, but virtual wait times are a different story. While libraries have improved the in-person experience, the virtual experience is lagging behind.
What causes this? It can range from distractions, not enough training, or simply not enough staffing can take away from patrons that aren’t right in front of library staffers. For some libraries, it can be a case of ‘out of sight, out of mind’ when it comes to virtual users.
Why aren’t virtual patrons getting equal access?
While some of this may be a result of a conscious decision to concentrate resources on physical users of the library, it is at the expense of people who choose to engage the library from afar. These users may be homebound, don’t have access to transportation, they may be using virtual resources while they travel, or simply don’t want to visit the library physically.
However patrons are engaging the library, in some cases, they aren’t getting equal service or access compared to people within the four walls of the building.
The toughest problems are still human
Even with process improvements and clearer policies, staff continue to flag the same persistent challenges: training needs and difficult patron behavior.
Whether it’s de-escalation, tech troubleshooting, or managing online interactions, these are human skills — not easily automated, not easily standardized.
The data makes one thing clear: investing in training isn’t optional. It’s the hinge that connects improved systems with meaningful patron outcomes. These struggles are similar to last year, when libraries had slightly lower rates of struggling with training, and similar levels of struggling with turnover.
What the data tells us
Looking at patron service gains since last year, there are some real gains for 2025. There are also clear questions that libraries need to ask ahead of budgeting decisions for the upcoming cycle:
- Where do we want our staff’s energy to go?
- Which service channels define our identity?
- How do we maintain excellence without exhausting our teams?
Patrons may not see the internal decisions, but they are affected by them.
The practical takeaway
It’s clear that libraries, like many public institutions struggle with staffing and budget constraints. Within theses confines, we think the institutions that thrive will be those that:
- Bring virtual service closer in line with in-person service
- Focus on the channels that they offer, while recognizing trends in the industry
- Train and hold onto their talent
How is your library stacking up? What other problems are you facing? Are there tools and resources that your library can take advantage of to make the experience smoother for both patrons and staff? Unique offers tools that help libraries solve a lot of headaches they face today.