DurhamPublicLibrary

BoardofTrustees

LibrarySurvey

FinalReportofSurveyResults

September28,2016

Preparedby:ErinHileySharp,PhD

AssociateProfessorofHumanDevelopment&FamilyStudiesUniversityofNewHampshire

EXECUTIVE SUMMARY

BACKGROUND

This report presents results from the spring 2016 Durham Public Library User Survey designed by the Durham Public Library's Board of Trustees in an effort to inform 2016-2017 strategic plans. A separate adult version and children/youth version of the survey was created. Participants could choose to complete the survey using a hard-copy packet or online using a survey monkey link. The survey was designed to target Town of Durham residents who are library users. There were several opportunities for people to learn about the survey, including FINISH. The survey was completed by 256 adults and 118 children and youth.

KEY FINDINGS

Survey responses suggested an overwhelmingly positive view of the Durham Public Library - the facility, the offerings, and the staff.

Adults, children, and youth reported coming to the library for fairly traditional services. The top 3 reported uses of the library were borrowing fiction books, borrowing non-fiction books, and checking out DVDs and movies. Adult users of the library also reported coming to the library to attend events and programs at rates equal to borrowing DVDs and movies. After borrowing books, top reasons for children and youth to come to the library were to sit and read and to do homework.

The majority of survey participants reported having success finding what they needed when they visited the library; however, when asked about what they wanted to see added to the Durham Public Library, several respondents requested making sure new book releases were available more quickly and that popular titles are more available.

The children and youth survey results highlighted youth's interest in the Durham Public Library carrying more anime, graphic novels, comic books, and manga materials. Manga is a style of Japanese comic that has become popular with youth. Children and youth respondents also indicated wanting the Durham Public Library to add video game rentals.

Over 60% of the adult survey respondents reported attending 2 or more programs or events at the Durham Public Library over the last 12 months. When asked about barriers to attending more programs and events, adult participants reported time as the most common barrier - either not having time to attend or that events conflict with other obligations. Some adult participants requested that the Durham Public Library offer more daytime programs and events.

When asked about interest in specific types of training opportunities at the Durham Public Library, the adult participants and children/youth participants expressed similar interest in photo editing and 3D printers. Twenty-five percent of adult users also listed using a Smartphone to its full capacity as an interest, and 45% of youth respondents listed video editing as a top interest. Open-ended response highlighted additional interests in language classes and groups, robotics, and advanced computer programming, coding, and animation.

The majority of survey respondents reported that the current hours of the Durham Public Library met their needs; however, a number of participants requested Sunday hours and longer hours on Mondays and Saturdays.

About 80% of adult and children/youth respondents reported exceptional and above average ratings for library staff. Open-ended comments were overwhelmingly positive, but some survey participants mentioned that staff could be harsh or unfriendly at times.

BorrowFic

tion

BorrowNo

n-fiction

Atten

dProgram

s

BorrowMu

sic,DVD

BorrowMu

seum

Passes

VisitF

riend'sBooksto

re

Children'sLibrary

UseC

opy/FaxM

achin

e

ReadNew

spaper/M

agazine

UseC

omputer

MeetFrien

ds

Down

loade

-book

0

100

25

50

75

WhatattractsDPL'smostregularusers?

HowoftendoyouusetheDurham

PublicLibrary?

DurhamPublicLibrary2016SurveyReport:

AdultRespondents

Theadultsurveyformwascompletedby256adult

participants.Surveyswereavailableinpaperformat

andonline.Themajorityoftheadultsurveyswere

completedonline.Adultsbetweentheagesof45

and79madeupalmost80%ofthesample.

Thisfigureprovidesdataonwhatthe75%ofsurveyrespondentswhouse

thelibraryonaregularbasis(atleastonceevery3months)generallydo

whentheyvisitDPL.Mostreportborrowingbooks,music,andDVDsand

goingtothelibrarytoattendactivities,programs,andevents.Lessthan8%

reportedusingDiscoverytools,Referencematerials,doingGenealogy

research,andgettingTechnicalassistance.

.

1.0%

15.0%

40.0%

38.0%

6.0%

Age18-24 Age24-44 Age45-64

Age65-79 Age80+

SurveyParticipantsbyAgeGroup

75%ofsurveyrespondentsuse

theDPLonaregularbasis

12%usethelibraryonceevery6

monthsorso

13%ofrespondentsusethe

libraryrarelytonever

87%

OfregularusersreportthattheDPLmeetstheirneeds(66%ofinfrequent

userssaythesame)

MoviesandDVDs

Non-FictionBooks

FictionBooksAlthough80%ofallrespondentsreportedfindingwhattheyneed'always'or'mostofthetime'whentheyvisitedthelibrary,50%ofallrespondentsrequestedthatmoreFictionbooks,Non-fictionbooks,

andMoviesbeaddedtotheDPLofferings.

Open-endedsurveyresponsesindicatethatpeoplewouldliketoseetheDPLfocusonaddingmore

copiesofpopulartitlesandmakesurethatthebookandmoviecollectionsstayup-to-date.

LibraryPrograms,Events,andTrainings

Open-ended responses from survey participants suggested that eveningprograms, events, andtrainingswere not ideal formany. Respondents also expressed concerns about the quality of thesoundsystemusedduringmanyactivities,programs,andevents.

Numberofeventsattendedin

last12months

Ages

25-44

Ages

45-64

Ages

65-79

Ages80and

older

None 20% 29% 19% 12%

One 9% 17% 16% 18%

Two-three 40% 30% 30% 29%

Four-five 17% 12% 20% 35%

6+ 15% 11% 15% 6%

BarrierstoAttendingmorePrograms,Events,andTraining

Lackofinterest Didn'tknowaboutthem Timesdidn'twork Didn'thavechildcare Didn'thavetime

Ages25-44 Ages45-64 Ages65-79 Ages80andolder0

50

100

150

Wouldyoubeinterestedinthefollowingtraining

opportunitiesattheDPL?

Percentage

reporting"yes"

Photoediting 30

UsingSmartphone 25

Using3Dprinterorothercuttingedgetechnology 22

Advancedcomputingskills 17

Downloadinge-books 14

Videoediting 12

Usingsocialmedia 12

Basiccomputingskills 10

Usesofamakerspace 7

Usinge-reader 7

Languageclasses

Conversationallanguagegroups

CPRtraining

Presentationsonlocalhistory

Adultartgroups

Activitiesforolderadultsduringthedaytimehours

Whatadditionalactivities,events,programs,

andtrainingclasseswouldpeopleliketosee

atDPL?

Whataboutofferingsforcommunity

childrenandyouth?

Roboticsandtechnologyclubs

Supportforapplyingtocollege

Lifeskillstraining

21%HavereservedaspaceforuseatDPLOfthose21%,28%reportedexperiencingsometypeofdi culty

orproblemreservingthespace.

Spacealreadyreservedwhenitwasneeded

Restrictionsonnumberofreservationsoneperson/groupcanmake

Constraintswithhowmuchaheadoftimeyoucanmakeareservation

DifficultyusingDPLwebsite

Policiesonuseunclear

ShouldDPLOpenSpacetoGenerateRevenuefortheLibrary?

60.0%

40.0%

Yes No

It was clear from theopen-endedresponsesthatrespondentshadtograpplequiteabitwiththisquestion.

T h e"no" voters expressedstrongdisagreementtotheDPLmakingeffortstogeneraterevenue.

However, the"yes" voters felt that thelibraryshoulddowhateveritneedstodotosupportservices,butwithseveralcaveats.

Open-endedcommentsregardingrevenuegeneration

Aslongasanyprivateeventdoesn'tdisruptlibraryservices.

Allrevenuemustgosolelytothesupportoflibraryprogramsandservices.

GeneratedrevenueshouldbeusedtooffsetlocaltaxesthatsupporttheDPL.

Aslongasthisdoesn'tincludefor-profitfoodvendors.

Shouldbenon-partisanandsupportvaluesofthecommunity.

Eventsshouldnottakelibrarystaffawayfromprimaryduties.

Ideasthatwereprovidedforpossiblerevenuegeneration

Birthdayparties

Cookingclassesanddemonstrations

Wineandbeertasting

Rentspacetolocalvendors

Rentspaceforrecitalsandperformances

ProblemsMakingReservations?

FeedbackfromOpen-endedResponses-SpecificCommentsaboutServiceandAssistancebyDPLStaffwereOverwhelminglyPositive:

Everyoneishelpful,friendly,andknowledgeable."

IloveeverythingabouttheLibrary.Buttomethefriendlinessandprofessionalismofthestaffgiveitsoul.Iappreciatethatthemost.

Staffiscapable,friendlyandefficient.

AreasforImprovementforStaffandtheDPLoverallwereSuggestedbySurveyRespondents:

Suggestions

Improvegreetingandwelcomeatentrance Fixsoundsystem

Focusoncustomerservice-somestaffcanbeharshExpandbookcollectionandmakesurecollectionisup-

to-date

Makesurestaffarepaidfairly EnhancetheInter-LibraryLoansystem

Websiteneedstobemoreuser-friendly Considerwaystobetterutilizetheoutdoorspace

Consideraddingprocessesandproceduresforchildren

andyouthwhogotothelibraryafter-schoolProvidemoreprogrammingforteenagers

Provideabookdrop-offthatisaccessiblebyvehicleExpanddaytimeprogramming-especiallywitholder

adultsinmind

ExtendweekendhoursProvideemailnotificationwhenmaterialsarecoming

due

Makesurethelibraryisfullyaccessibletothosewith

disabilities(especiallyvolunteeropportunities)Considerwaysthatself-serviceoptionscanreducecosts

Thisquoteechoesmanyrespondents'feelingsabouttheDPLfacility:"Ilovethearchitectureandphysicalbeautyofthebuilding.TheDPLgivesthecommunitya

prideof"ownership"ofthebuilding.ThisbelongstoourTown.Thisisaspecialgathering

placefortheresidentstofocusonintellectualandculturalpursuits."

QualityofDPLStaff(%reportingdifferentperceptions)

RegularDPLUsers InfrequentDPLUsers

Poor

Belowaverage

Adequate

Aboveaverage

Exceptional

0 10 20 30 40 50 60

85%...ofrespondentssaidthecurrentDPLhoursmeettheircurrent

needs.

However,whenasked,surveyrespondentsrequestedextendinghoursonMondaysandSaturdays,andmanyrequestedaddingsomeSundayhours.

DurhamPublicLibrary2016SurveyReport:

Children&YouthResponses

Afterreceivingonly26responsesfromtheonlinesurveyoption,theDPLBoarddistributedpapersurveysattheOysterRiverMiddleSchool.Atotalof118childrenandyouthcompletedthesurvey.Surveyfindingsmustbeinterpretedwiththeunderstandingofthelimitationsofthesample.

BreakdownofSurveyParticipants

2.0%

8.0%

85.0%

5.0%

Preschoolage Elementaryage Middleschoolage Highschoolage

AverageYearlyLibraryUse(%)

2

24

28

41

5

Morethanonce

p/week

Aboutoncep/week

Aboutoncep/month

Coupleoftimesall

year

Notimes

0 10 20 30 40 50

Borrowbooks

Dohomeworkorstudy

Sitandread

Usecomputers

Meetupwithfriends

Playvideogames

BorrowmusicorDVDs

Attendclubs,programsorevents

Copyorprintmaterials

Playboardgames

Usereferencematerials

Borrowebooks

Usediscoverymaterials

Attendstorytime

Borrowdiscoveryitems

0 10 20 30 40 50 60 70 80

WhatattractschildrenandyouthtotheDurhamPublicLibrary?

Tworequestsforadditionsthatwereproposedseveraltimesintheopen-endedresponseswere:DrawingtabletsandMangamaterials(comicbooksandvideos)

Wouldyoubeinterestedinthe

followingtrainingopportunitiesatthe

DPL?

Percentage

reporting

"yes"

Using3Dprinterorothercuttingedge

technology68

Photoediting 52

Videoediting 45

Advancedcomputingskills 40

UsingallfeaturesofSmartphone 34

Basiccomputingskills 21

Usingsocialmedia 19

Downloadingebooks 13

Usinge-reader 10

WhatwouldchildrenandyouthliketoseemoreofatDPL?

Fictionbooks 3Dprinter VideogamestocheckoutNonfictionbooks Moviestocheckout

60%ofsurveyrespondentswouldliketoseemorefictionbooksatDPL,50%a3Dprinter,28%videogamestocheckout,26%nonfictionbooks,24%moviestocheckout,and24%wouldlikemorevideogamestoplayatDPL.

About15%ofthesurveyrespondentsendorsedwantingtheDPLtoaddmoviestowatchinsideDPL,CDsandmusictocheckout,amakerspace,andmorelearninganddiscoverymaterials.

About10%reportedwantingaccesstomoreboardgames.

HowmanyDPLeventsdidyouattendduring

thisschoolyear?

55.0%

15.0%

18.0%

7.0%

5.0%

None One 2to3 4to5 6+

Computercoding

Computerprogramming

Computeranimation

Robotics

Writingclub

Youth-ledreadinggroups

Comicbookclub

Gamingclub(roleplayinggames)

Refereetraining

Whatadditionalactivities,events,programs,

andtrainingclasseswouldchildrenandyouth

liketoseeatDPL?

FeedbackfromOpen-endedResponses-SpecificCommentsaboutServiceandAssistancebyDPLStaffwereOverwhelminglyPositive:

"Ilovethelibrarians,theyaresofriendly."

"ThestaffarereallyniceandtheyhelpmefindtheresourcesIneed."

"Alwayskind,quick,andhelpful."

Suggestions&Comments:

Morechairs Setupareadingroom

Getnewreleasesmorequickly Addacolorprinter

Moresnacksoravendingmachine Increaseanimesection

Moregraphicnovels AddAdobeFlashtocomputers

Morecomputers Usesolartechnology

Arethelibrarystaffhelpful?

2.0%

14.0%

27.0%57.0%

No,notreally Sometimes Mostofthetime Yes,always

Arethelibrarystafffriendly?

1.0%

11.0%

17.0%

71.0%

No,notreally Sometimes Mostofthetime Yes,always