State of Patron Services 2024: How does your library stack up?
Successes and challenges libraries are experiencing
Patron service, whether virtual or in-person, is where the rubber meets the road for libraries. It’s the front line of interaction and is the touchpoint between the community and the library. How your library interacts with your patrons will shape how the institution is perceived by the community you serve. Whether answering reference questions online or helping someone navigate the stacks in person, the quality and importance of this service cannot be overstated.
We asked our clients about the successes and challenges in their libraries, from small and rural libraries to huge metropolitan ones. The data we got back sheds some light on how a cross-section of public libraries are handling both in-person and virtual patron service. We noticed a few patterns in the data, take a look and see if your library might be experiencing some of the same issues – and how Unique is here to help.
Respondents’ Data
We heard from folks in different roles, in different departments, and in different communities. Thanks to everyone who took the time to fill out our survey!
Libraries are nailing in-person service
Almost everyone that responded indicated that their in-person patron service was either Very Good or Exceptional! Serving patrons that are in front of a librarian in a branch is what it’s all about. Finding a next great read, helping a patron on the computer, or renewing a library book is the bread and butter, and the fact that libraries are reporting great service is a great sign.
Does your library track your patron service performance? Surveying in-person or virtually is a great way to keep track of how your staff is performing. Unique uses a system called NPS score to monitor how our agents are performing. Read more about how it works. What is NPS, how does it work, and can libraries benefit? World-class patron service with UniqueChat – Unique Library
Virtual patron service has mixed results
While libraries are nailing the in-person patron service, the other half of patron service still has some ways to go. 44% of libraries said their virtual patron service was Average, or worse. Even 5% said it was very bad! That’s potentially thousands of patrons that are going to be frustrated and disappointed by their library and the interactions they experience.
35% of those that responded said that their virtual patron service needs improvement. It’s important for libraries to recognize their own shortcomings, because once a problem is identified it can then be improved and solved.
UniqueChat Case Study
Before Kent District Public Library added staffed chat from Unique, they simply didn’t have the staffing to answer chats.
Now their patrons get 5 star service while their staff can help other patrons in the library.
Increasing Online Footprint and Engagement
Among respondents, only 22% reported offering webchat as part of their virtual patron services, while almost everyone offers email (94%) as a way to get in touch. Webchat is a fast-growing channel for younger patrons who prefer sending a message over talking on the phone. It’s also a great way for libraries to communicate with patrons because many conversations can be had at the same time. Staff can manage multiple conversations at once, and don’t have to immediately drop what they are doing like when a phone call comes in.
Staffing shortcomings is a common thread for libraries
29% of respondents said that they did not have enough staff to provide exceptional patron service. Training (43%), Lack of Staff (32%), and Staff Turnover (37%) have been cited as leading obstacles to giving great patron service.
Virtual patrons experiencing wait times
For patrons getting in touch virtually, 48% experience a wait time sometimes, usually, or always. Things like phone holds, messages sitting in inboxes, and unanswered emails all contribute to patron dissatisfaction. Not only does it frustrate patrons, but if staff aren’t correctly set up it can cause headaches for those trying to help patrons in person as well as virtually.
Solve your patron service headaches with Unique
We handle the virtual traffic, you handle the foot traffic
Live Chat
Start offering live chat to your patrons. We make it simple and accessible by adding a chat widget on your library’s website that our qualified chat agents answer on behalf of your library. We handle all kinds of inquiries from renewals to ready-reference.
UniqueChat efficiently and conveniently delivers chat support to online patrons. UniqueChat provides the ease patrons want, and the flexibility libraries need through customization, automation, staffing models, and affordable pricing.
Staffed Phone
Make ringing phones and distractions a thing of the past. Let us answer your library’s phone traffic while your staff handle the in-library patrons. Calls can either go straight to Unique, or they can ‘rollover’ to one of our Call Agents after ringing in the library a preset number of times. It can streamline your staffing by reducing the number of staff needed to cover the branch traffic as well as virtual patrons.
