HomeMy WebLinkAbout2008-10-15; Library Board of Trustees; MinutesApproved
ITEM #3
M I N U T E S
MEETING OF: LIBRARY BOARD OF TRUSTEES
DATE OF MEETING: Wednesday, October 15, 2008
PLACE OF MEETING: Georgina Cole Library Community Room
1250 Carlsbad Village Drive
CALL TO ORDER:
Chair Bill Kamenjarin called the meeting to order at 4:03 PM.
ROLL CALL:
Present: Library Board Trustees Benson, Bradley, Kamenjarin, Lignante,
and Swette
Absent: None
Also Present: Heather Pizzuto, Library Director
Dave Curtis, Deputy Library Director
Suzanne Smithson, Deputy Library Director
Cheryl Mast, Library Management Analyst
Jessica Padilla Bowen, Library Community Coordinator
Phyllis Johnson for NSDCGS
Josh Williams, BW Research
APPROVAL OF MINUTES:
On a motion by Trustee Lignante, the minutes of the regular meeting held September
17, 2008 were unanimously approved as submitted.
MONTHLY LIBRARY REPORTS:
The Board reviewed the reports and Trustee Kamenjarin had questions about the
difficulties with an accurate door counter. Also of interest to the Trustee Kamenjarin
was the status of the Literacy program wait-list for tutors and volunteers for the
Homework Zone.
Trustee Bradley had some questions about the Literacy Learners book club selections.
LIBRARY SURVEY RESULTS ANALYSIS:
Library Director Pizzuto introduced Josh Williams from BW Research who reviewed the
results analysis of the Library surveys conducted in June and July of this year. Mr.
Williams explained that his company conducted a telephone survey of 602 Carlsbad
residents, and an intercept survey at both Dove Lane and Cole locations, involving a
total of 881 patrons. Of particular interest was the response to the question of how
often these individuals use the Library. 87% reported that they have used the Library
Library Board of Trustees Page 2
Minutes of October 15, 2008 Meeting
and 40% indicated they use it at least once a week; higher than the national average
according to Mr. Williams.
The Board had several questions about portions of the report and discussed them in
detail with Mr. Williams.
Library Director Pizzuto followed the discussion with an explanation of how the Library
will use the information gathered from the surveys to identify priorities and determine
the best use of resources in the work-planning supporting the Library's strategic
initiatives.
ANNUAL STATE LIBRARY REPORT:
Library Director Pizzuto introduced this item by explaining that the information from the
survey provides an overview of how library services in Carlsbad compare with other
libraries across the State.
Library Management Analyst Cheryl Mast then reviewed the statistical information
contained in the annual report pointing out some variances from the previous year's
report and responded to questions from the Board.
The Board expressed concern over the continuing difficulties with the door counters
and inaccuracies.
Library Director Pizzuto explained that there may be no newer proven technology
available for that purpose and that the Library has continually sought other solutions.
Library Management Analyst Mast added that she was able to include a notation in the
survey form that the door counters were malfunctioning and therefore the count
inaccurate.
Library Director Pizzuto reminded the Board that the Library will be compared to other
libraries in the State with populations between 100,000 to 150,000, the first time in this
category.
In response to a question about the State Library Report and its effect on funding,
Library Director Pizzuto responded that this specific report does not directly affect any
state funding but that we report directly on activity levels that effect our allocation of
State funding based on non-resident circulation, inter-library loans and our population.
COMMUNITY GRANTS COMMITTEE APPOINTMENT:
Trustee Benson volunteered to serve on the committee for this year and the Board
unanimously accepted the offer.
Library Board of Trustees Page 3
Minutes of October 15, 2008 Meeting
DIRECTOR'S REPORT:
Change in meeting location - Library Director Pizzuto explained the need for certain
technology to be available for items scheduled for the November agenda and therefore
the change in location from the Library Learning Center to the Georgina Cole Library
Community Room.
Budget Climate - Library Director Pizzuto reported that preliminary budget
development for the next fiscal year usually begins in December or January and that
based on the current market status, she anticipates the City will direct a flat or reduced
budget. In addition, there is a possibility that they will request a reduction in the budget
for the remainder of the current year.
Emergency Evacuation Drill - To follow the announcement from the last meeting
regarding the initiation of routine emergency drills, Library Director Pizzuto announced a
tentative date of December 9th, for the first drill which will be conducted before the
Library opens and therefore involve staff only. She added that future drills will involve
the public and ay not be announced in advance.
California Library Association Conference - The conference will be held in San
Jose, November 14-17, and Library Director Pizzuto advised that she and three other
staff members would be attending.
Recruitments - The recruitment for a part time Librarian for the Local History Room at
the Cole Library closed but the number of applications received was minimal and
Library Director Pizzuto explained that the Library decided not to make a selection at
this time and to re-open the recruitment at a later date.
Annual Staff Training Day - Library Director Pizzuto reminded the Board that the
Library will be closed the morning of October 28th for its annual staff training event,
delaying the opening until 1 p.m. that day. This year's theme is customer service and
well-known speaker and consultant, Susan Berk, will be the presenter.
Principal Librarian - Library Director Pizzuto reported that Principal Librarian Carol
Naegele has recently undergone surgery and is recovering, on medical leave until early
December.
CARLSBAD LIBRARY & ARTS FOUNDATION (CLAFl REPORT:
Trustee Lignante reported that he heard a report on the status of the investments,
followed by a lengthy discussion between two board members regarding a Small Claims
Court claim, and he left the meeting at that time.
Library Director Pizzuto reported that the main point of the meeting was continuing
discussion of their investments which are doing as well as or better than most since
their investments are diversified.
Library Board of Trustees Page 4
Minutes of October 15, 2008 Meeting
Library Director Pizzuto added that Trustee Lignante had indicated to her in a
subsequent telephone conversation that he wished to be replaced as the Library
Board's representative to the Foundation.
Chair Kamenjarin requested Library Director Pizzuto report on the next meeting of the
Foundation so that the selection of a new representative could be added to the agenda
for the Library Board's November meeting.
Library Director Pizzuto agreed to represent this Board at the CLAF November meeting
and added that the Foundation is most anxious to have the Library Board's
representative attend their annual retreat in December.
FRIENDS OF THE LIBRARY REPORT:
Library Director Pizzuto reported the Friends met in September and approved the
Library's request for funding of the annual Summer Reading Program in the amount of
$2,000 in cash and $46,000 in direct support. She added that this is an increase over
the request from last year based on the significant increase in participation in this past
year's program.
NSDC GENEALOGICAL SOCIETY:
Representing the Society, Phyllis Johnson reported that that the Society has been very
busy with classes and presentations to the members this month but that due to the late
hour she did not go into detail. She did announce that the annual Fall Seminar will be
held Saturday at the Council Chambers, from 9 a.m. until 3:15 p.m. and the topic will be
information about methods of publishing your research.
PUBLIC COMMENT:
None present.
ADJOURNMENT:
By proper motion from Trustee Lignante, the meeting was adjourned at 5:24 p.m.
Cissie Sexton
Administrative Secretary
ITEM #4
Monthly LIBRARY Reports
for
SEPTEMBER 2008
Systemwide ...
1. The Volunteer Orientation in September had 10 potential volunteers in attendance
and was followed with 10 scheduled interviews. These volunteers as well as others
already in process may be used to fill current openings as Homework Zone
assistants, Saturdays Stories readers, Dove and Cole shelf readers, and
Homebound book delivery program volunteers. The next volunteer orientation is
scheduled for October 25 at the Cole Library Community Room.
2. The Library helped celebrate NASA's 50th anniversary by screening films about
space on September 10, 17 and 24. Approximately 300 people attended the
September films.
3. On September 6, the Library hosted filmmaker Rick Ray for a screening of his
popular film "10 Questions for the Dalai Lama." Approximately 150 people watched
the film and participated in a pre- and post-show discussion with Mr. Ray.
CCL, Dove Lane...
4. Super Science Saturday was held on September 6 as a celebration of both NASA's
50th birthday and National Library Card Sign-up Month. Its intriguing exhibits, fun
hands-on projects and a combination of interesting lectures and fascinating short
films attracted over 400 attendees. Children's Division Library Assistant Fred Vrabel
coordinated the event and received support and assistance from a large number of
colleagues around the Library.
5. 18 teens attended the September 11 Pizza and a Movie Evening featuring a
screening of the classic Japanese anime film Princess Mononoke.
6. On September 12, Librarian Heidi Wyner attended a Legal Resources Workshop at
the San Diego County Law Library in Vista. Information covered included legal
information websites, self-help legal services and services provided by Serra
Research.
7. Deputy Library Director Dave Curtis is now the Chair of the Serra Young Adult
Committee. After a long hiatus, the Committee was reconvened at the Dove Library
on September 25. The member librarians are excited about meeting regularly again
and the benefits that can come to their teen library users.
Georgina Cole ...
8. Toddler and preschool storytimes are hosting packed rooms. The first Toddler Time
program in September had an attendance of 67. The Side-by-Side Storytime
Monthly Library Reports for September 2008
(S.M.A.R.T. Babies and Movers & Shakers) is now being offered on Tuesday
mornings after its successful trial period this summer. Preschool Storytime has
been scaled back to accommodate the new Side-by-Side Storytime reducing its four
sessions per week to two sessions.
9. Other program exchanges happening in Cole Children's included adding the monthly
Theatre Time in place of Awesome Art and Passport to Adventure. The regular teen
program, formerly called Teen Scene and now called TeenScape, had a strong
showing at the beginning of the month with 14 teens in attendance.
10. Newly hired Children's Librarian Terry Kling accepted a position at a school library in
the City of Orange. Librarian Missy Shaw has accepted the position and began on
September 22. Missy has worked as a part-time librarian in the Reference Division
for many years and Children's staff are thrilled to have her as their newest team
member.
11. September was an unusually active month for the Genealogy Division.
• On September 9, 84 people attended the Computer Genealogy Group program
on "State Archives Online Databases." This was a panel discussion with
NSDCGS President Dorothy Miller, Gordon Hoard, and Margaret Read and was
followed up with the "Hands-On" program on September 11 sponsored by
Genealogy Staff assisting the participants in using the State Archives Online
Databases.
• Senior Librarian Mary Van Orsdol taught a 3-week course on "PowerPoint for
Genealogists" on September 12, 19, and 26. Twenty people signed up for the
course; there was an average attendance of 17 at each class. Participants
brought their own laptop computers and worked along with the instructor. During
the final class, the group used, for the first time, the new projection system in the
Community Room with wonderful results.
• There were two sessions of the Beginning Genealogy Class taught by Margaret
Read. The first was the one-day Saturday class on September 13 and was
attended by 24 people. The second was the six-week Monday Evening Course.
The first two classes were September 22 and 29 and were attended by an
average of 16 people.
• On September 23, Elaine Alexander spoke at the NSDCGS Program on "U.S.
Ports and Their Records." Once again, with a standing-room only crowd in
Council Chambers with 106 people attending.
Learning Center ...
12. Community Outreach Supervisor Carrie Scott attended the Executive, Finance, and
Board meetings of the San Diego Council on Literacy, where she made a
presentation to the full Board about the Learning Center.
Monthly Library Reports for September 2008
13. Community Outreach Supervisor Lizeth Simonson had several opportunities to
share Learning Center information and materials with the community:
• at three presentations to a total of 117 Head Start parents to promote the
Learning Center's activities for children and families.
• at the monthly meeting of Carlsbad Youth Enrichment Services (Y.E.S.)
• at a meeting with Joyce Vallon, teacher and ELAC (English Learner Advisory
Committee) advisor from Magnolia Elementary School, providing copies of the
Learning Center brochure, Homework Zone flyers, and Children's calendars
• by hosting a group of parents and their children from Jefferson Elementary
School at an evening tour and presentation about library services in general,
homework assistance, and library support for families learning English.
14. The Learning Center hosted the Serra Children's Services Committee on September
8th and provided a tour after the meeting for interested members.
15. The Literacy program now has 54 matched pairs of volunteer tutors and learners
and has been "riding the wave" of the press coverage for the new building for
recruitment of both tutors and learners. Paid advertising (funded by the State Grant)
begins in October. Two tutor orientations and one tutor training were completed.
Currently 18 learners are waiting and 11 tutors are now trained and available and
will soon be paired.
16. The Learning Center's Homework Zone started on September 8 welcoming three
new volunteers: Aurelia Reeds, David Lopez, and Jim Miringoff.
17. The Library was notified that Literacy Services was awarded two part-time
AmeriCorps positions. Site supervisor training will take place in October, with
general recruitment beginning soon after.
18. The Literacy learner book club discussed Bel Canto. Their next selection is
Seabiscuit. We will be presenting Movie Night in conjunction with the discussion
group, as the Learning Center now has a movie license.
19. Poet Francisco Alarcon was forced to cancel on the morning of his scheduled
appearance at the Learning Center.
CARLSBAD CITY LIBRARY
MONTHLY USAGE STATISTICS - SEPTEMBER 2008
CCL Dove Lane
Reference questions
Circulation
People count
In-House Use of Materials
Cole Library
Reference questions
Circulation
People count
In-House Use of Materials
Learning Center (began Aug 2008; formerly Centro/ALP)
Reference questions
Circulation
People count
In-House Use of Materials
Library-Sponsored Programs
Adult programs
Adult program attendance
Young Adult programs
Young Adult program attendance
Children's programs
Children's program attendance
Computer Users
All Facilities
E-Mail Notification
New Users
Outbound Notices (Hold, Overdue 1 & 2)
New Users Cumulative Total (Began August 2005)
Telephone Notification
New Users
New Users Cumulative Total (Began December 2005)
Facility Meeting Room Use
Events booked
Event attendance
Events cancelled
Volunteer Hours
Total hours
Sept-07
13,329
75,163
33,647
14,377
6,850
30,952
23,248
9,498
172/59
674/140
1,7147*
125/*
30
423
9
95
83
2,025
14,991
785
6,576
21,683
282
6,269
77
3,954
8
1,004.75
Aug-08
12,717
73,869
31,445
10,388
7,952
31,838
15,328
8,346
137**
544**
945**
127**
25
561
3
37
35
959
13,035
932
8,609
30,673
270
9,040
52
1,732
13
578 0
Sept-08
13,450
73,040
32,497
9,106
8,160
32,315
17,277
6,524
857
1,492
3,134***
497
31
440
9
95
89
2,617
13,509
932
8,271
31,605
306
9,346
89
3,135
14
1,389.75
* Not reported. 0 Literacy tutors hours reduced due to move to new Learning Center
** Reflects one week of Learning Center operation, including Opening Day
*** Door counter not working properly for one week.
ITEM # 6
Carlsbad City Library
State Library Survey
Fiscal Year 2007-2008
FAST FACTS
. Registered borrowers, p. 3, question #204
o Decrease of 11,168 . ,
o Three years of unused patron accounts purged after automatic renewal
for system upgrade
» Total Staff (FTE), p. 4, question #258
o Decrease of 8.0 FTE positions
o Result of Radio Frequency Identification (RFID) implementation
• FTE Volunteers, p. 4, question #259
o Increase of .69
o This equates to slightly more than one part-time person
o Majority of volunteer hours derive from Adult Learning Program use
• All other operating expenditures, p. 7, question #410
o Decrease of $631,857
o In-line with 05/06 data
o Last year was anomaly due to inflated IT costs
• Expenditure for Children's Materials, p. 9, question #502
o Increase of $18,500 .
o Realignment of resources with circulation of materials
• Library Services, p. 12
o Declining door count (hardware/counter issues)
o Increased reference questions
o Circulation stable
o Programs __• Categories changed; young adult - teen
• Increase in preschool (story time counted differently)
• Increase in school age (program 'creep' = expansion)
• Decrease in adult (teen counted separately)
EXECUTIVE SUMMARY
INTRODUCTION TO THE STUDY
In April 2008, the Carlsbad City Library partnered with BW Research to assess
residents' and customers' use, perceptions, and satisfaction with the Carlsbad City
Library. Specifically, the main research objectives of the study were to:
• Evaluate residents' use of the Library, including how often they visit the Library,
when they last visited the Library, and reasons for non-use;
• Identify overall perceptions of the Library;
• Assess awareness of the Library's new Learning Center;
• Identify the level of importance placed on various existing library programs and
services as well as the influence of potential services;
• Assess users' satisfaction with various library programs and services; and
• Evaluate use and satisfaction with the Library's website.
METHODOLOGY OVERVIEW
The 2008 Carlsbad City Library research study included an evaluation of Carlsbad
residents 18 years and older through a telephone survey methodology as well as an
assessment of library customers using an intercept survey methodology.
When reading the report, it is important to remember that the telephone survey of
residents is statistically representative of the adult population of Carlsbad residents and
includes both library users and non-users. Comparatively, the intercept survey of library
customers includes both Carlsbad residents and non-residents and is reflective of the
composition of library users during the week long data collection period.
The city-wide telephone survey was completed with 602 residents and was conducted
from June 3 through 14, 2008, with a resulting maximum margin of error +/- 3.98% (at
the 95 percent level of confidence) for questions answered by all 602 respondents. A
total of 881 customer intercept surveys were conducted at the Carlsbad City Library on
Dove (Dove) and the Georgina Cole Library (Cole) in English and Spanish over the week
long period from July 10 though 16, 2008.
For more information about the project methodology or demographic differences
between the two samples, please refer to pages 36 (demographics) and 45
(methodology).
[bw] RESEARCH PARTNERSHIP
Library Research Report
Carlsbad City Library
KEY FINDINGS AND CONCLUSIONS
BW Research offers the following key findings and conclusions to the Carlsbad City
Library,
RESIDENT USAGE AND SATISFACTION WITH THE CARLSBAD CITY
LIBRARIES
Most Carlsbad households (87%) have at least some experience with a Carlsbad City
Library or the Library's online services and just about two-thirds of households indicate
they visit a Carlsbad City Library at least once a month. The relatively high level of
resident usage of the libraries is only surpassed by residents' positive ratings for the
Library. Over 90 percent of individuals who had any experience with the Library gave it a
good or excellent rating and residents generally agreed that the high quality of the
Library was being maintained or getting better. It is also worth noting that those
individuals that used the Library more regularly (weekly or monthly) gave higher ratings
for the Library than those individuals that used the Library less than once a month.
Overall resident measures of usage and satisfaction of the Carlsbad City libraries are
quite high, and given the high levels of resident usage and positive ratings it is unlikely to
see significant overall increases in either of these metrics in future research. However,
there were certain resident groups that were more likely to be non-users of the Library or
use the Library infrequently. These resident groups included;
• Hispanic or Latino(a) residents were less likely to use the Library with 24 percent
indicating they had never visited the Library.
• Renters were almost twice as likely to have never visited the Library when
compared to homeowners. However, lower-income residents ($50,000 annually or
less) were somewhat more likely to have visited the Library, while middle-income
residents ($50,001 to $75,000 annually) were the least likely to have visited the
Library when compared to the different household income groups.
• Newer residents (less than 5 years in Carlsbad) were about twice as likely to have
no experience with the Carlsbad libraries compared with residents who have lived in
Carlsbad for five years of more.
• Carlsbad's regions (zip codes) showed little difference in the proportion of
households that have no experience with the Library. However, there were some
differences in the percentage of households that were frequent users (at least once
a month) compared to infrequent users (less than once a month). Almost three-
quarters (73%) of households in Southeast Carlsbad (92009) were frequent library
users, while just under 60 percent (59%) of households in Northeast Carlsbad
(92010) were frequent users.
There were segments of residents that gave relatively lower ratings for Carlsbad's
overall library quality. These groups include;
• Younger adult residents (18 to 34 years old) were more likely to give a good
(43%) or fair/ poor (9%) rating for the Carlsbad libraries in comparison to residents
RESEARCH PARTNERSHIP
Library Research Report
Carlsbad City Library
35 years and older that were more likely to give an excellent rating (63%) for the
libraries.
Hispanic or Latino(a) residents were more likely to give a fair or poor rating to the
Library (10%) than residents from different ethnicities (4%) and were also less likely
to give an excellent rating (53%) compared to residents from different ethnicities
(62%).
Households in Northeast Carlsbad (92010) were less likely to give an excellent
rating (44%) for the libraries compared to households from the other regions in
Carlsbad (64%).
Challenge #1 - Maintaining high levels of satisfaction and usage among the
majority of residents and frequent library users while increasing usage and
satisfaction among the low-use segments of the resident population.
I
Results of the resident and customer surveys reveal high levels of resident usage
! and high ratings for library quality from both customers and residents. The
challenge moving forward is to maintain the high levels of usage and satisfaction
among the majority of residents and customers while increasing usage and
satisfaction among some of the smaller resident groups that could have higher
usage and satisfaction with the libraries. These groups include younger adults
(18 to 34 years old), Hispanic or Latino(a) residents, and residents of Northeast
Carlsbad (zip code 92010).
STRATEGIES FOR INCREASING RESIDENT USAGE AMONG INFREQUENT
AND NON-USERS OF THE LIBRARY
Generally, infrequent and non-users of the Library had similar priorities for the Library as
those residents that use the Library more frequently. Services and programs such as
access to computers at the Library and teaching reading and writing in English to
individuals with low literacy skills were a priority among all residents regardless of how
often they visited the Library. However, there were a few programs that were a bigger
priority among infrequent and non-users of the Library, they include;
• Homework assistance was a higher priority among infrequent library users
compared to frequent library users.
• Materials and programs in languages other than English were more important to
infrequent library users compared to non-users or more frequent library users.
• Educational programs for teens and adults were a higher priority among infrequent
library users than non-users or more frequent library users.
Whereas infrequent users did indicate some areas where their priorities were higher
than frequent users, non-users in general did not place as high a priority on any of the
library services or programs that were evaluated. This indicates that there may be some
opportunity to increase resident usage of the Library among infrequent users, but less
opportunity for getting resident non-users to use the Library.
RESEARCH PARTNERSHIP
Library Research Report
Carlsbad City Library
The surveys also asked directly about new programs or services that could increase or
decrease use of the Library. Of the five programs and services evaluated, infrequent
users were most likely to increase usage of the Library if the libraries "Changed their
hours such as opening later in the morning so they stay open later in the evenings." It is
worth noting that while changing hours was important to infrequent users, frequent
library users were much more interested in new programs, such as, "offer(ing) e-books
that you could download to read."
ALLOCATING RESOURCES FOR THE LIBRARY'S PROGRAMS AND
SERVICES
Today's library provides a multitude of services and programs for an increasingly diverse
group of customers. The City of Carlsbad's libraries are no exception and an analysis of
the survey results provide measures of satisfaction and importance for many of the
programs and services provided by the libraries. The results provide;
• a baseline assessment of satisfaction among the Library's different programs and
services, and
• an assessment of the library's priorities, by residents and customers, as they
relate to the different programs and services.
Together, the satisfaction and importance results for library programs and services can
be used to provide insight in terms of how resources can be allocated for the libraries. A
program or service that receives relatively high importance and satisfaction ratings
provides direction to maintain and even emphasize that program while services that
receive high importance scores and relatively low satisfaction scores should be seen as
programs that provide opportunities for improvement.
Continued Emphasis (High Importance-High Satisfaction)
When combining the results from both surveys, the following services were categorized
as "High Importance-High Satisfaction" relative to their respective averages, meaning
that respondents assigned a higher than average importance level to each service and
also reported above average satisfaction with the Library's efforts in each area.
The "High Importance-High Satisfaction" group included:
• In-person customer service [Customers & Residents];
• Access from your home computer to the Library's catalog to place holds and
renewals [Customers];
• Story times for young children [Customers & Residents].
Opportunities for Improvement (High Importance-Low Satisfaction)
The following programs and services were categorized as "High Importance-Low
Satisfaction," meaning that respondents viewed the issues as above average in
importance, but reported lower than average satisfaction in each area. This group
represents the greatest opportunity for improvement.
RESEARCH PARTNERSHIP
Library Research Report
Carlsbad City Library
The "High Importance-Low Satisfaction" group included:
• Teaching reading and writing in English to individuals with low literacy skills
[Customers];
• Educational programs for teens and young adults (including teaching life skills)
[Customers & Residents];
• Lifelong learning programs that provide opportunities for personal and intellectual
growth [Customers];
• Access at the Library to computers, the Internet, and online research databases
[Residents].
THE LEARNING CENTER
Awareness of the new Learning Center facility was below 25 percent among both
residents and library customers, which should not be too surprising given that the facility
was not opened until after both surveys had been completed. Even among the residents
that were aware of the Learning Center there was little recall on what services and
programs would be provided at the facility.
While residents and library customers may have a generally low awareness of the
Learning Center and what it will offer, the results of the importance-satisfaction analysis
reveal that the programs and services that are being offered at the facility are exactly
what residents and customers believe are the best opportunities for improving
Carlsbad's library services.
The new Learning Center provides a clear solution to those customers, residents and
infrequent library users that place a high priority on teaching reading and writing in
English to individuals with low literacy skills, homework assistance, and providing access
to computers.
Challenge #2 - Communicating and Marketing to residents that the
programs and services they indicated are most important can be found at
the new Learning Center.
The results of the survey show that Carlsbad residents and library customers1 place a high level of importance on the type of services that are offered by the
Learning Center and in this case, marketing to both Carlsbad residents and
current library customers would provide a real value to the community by making
them aware that the programs and services that they value are being offered and
available within Carlsbad.
For additional detail on the research findings and a complete assessment of the survey
results, please proceed to the body of the report beginning on the next page.
RESEARCH PARTNERSHIP