Libraries earn their patrons’ goodwill a little at a time. A great program here, a helpful interaction there, a book that’s ready when promised. Each experience adds something to the relationship.
The patron experience is a lot like a piggy bank. With every positive experience, the library makes a deposit into that piggy bank. On the other hand, frustrating interactions can be compared to withdrawals. Hopefully the library adds to the balance every time patrons interact with the library. Some interactions leave a bigger impression than others, but they all contribute to the balance. And that balance stays with the patron each time they visit.
The patron’s attitude and perception of the library doesn’t reset after every visit. It’s a continuation, like a ledger that is added to or subtracted from each time they use the library. For good libraries, the ‘piggy bank’ has a lot more deposits than withdrawals.
When Good Service Becomes the Expectation
When everything works as expected, patrons rarely stop to think about it. They place a hold, download an audiobook, or access an online resource and move on with their day. Libraries may see these as individual transactions, but patrons carry those experiences with them. Each successful interaction adds a little something to the piggy bank, gradually building a stronger, more positive impression of the library.
Establishing Access and Maintaining It
Imagine someone discovering a library’s digital collection, registering online, and borrowing their first audiobook that same evening. It’s a positive introduction that encourages them to explore more.
For new patrons, getting a library card is an early opportunity to build goodwill.
Say a new patron goes to register for a card at their library. A simple online process that yields a fast decision and quick access can really start the relationship off on the right foot and get a few quarters into that imaginary piggy bank.
On the other hand, if registering for a new card requires filling out a long form in-person or some secondary verification, or if the online registration does not produce a fast result, then the library is already on the back foot.
As convenient, dependable service becomes routine, patrons naturally come to expect it. Patrons build routines around systems that work seamlessly. When things go wrong though, it takes a lot out of that goodwill piggy bank.
It doesn’t end with registration, either. An existing patron may come in to borrow a book and find that their card is unexpectedly expired. They didn’t realize it was due to expire, and now they have a delay during their visit and staff need to get involved. Another debit to the piggy bank.
Every Interaction Counts
Libraries create memorable experiences through their collections, programs, and personal service.
A convenient registration process helps establish a positive first impression. An automatic renewal helps preserve the experience patrons have come to expect.
uRegister helps establish access. uRenew helps maintain it. Together, they support a patron relationship that develops over time, rather than through a handful of isolated interactions.
A great patron relationship isn’t built through one exceptional moment. It’s built by consistently getting the everyday things right.
Make Every Interaction Count
Explore how uRegister and uRenew can help your library improve the patron experience.
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Simplify online card registration through automated identity verification. Reduce staff work, improve data quality, and give eligible residents faster access.
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Renew eligible borrower accounts while validating patron information behind the scenes. Reduce repetitive tasks and maintain uninterrupted patron access.
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