HomeMy WebLinkAbout2014-04-04; Library Board of Trustees; MinutesApproved:
ITEM #3
MEETING OF:
DATE OF MEETING:
PLACE OF MEETING:
MINUTES
LIBRARY BOARD OF TRUSTEES
Friday, April 4, 2014
Gowland Meeting Room — Carlsbad City Library
1775 Dove Lane, Carlsbad CA
CALL TO ORDER:
Chair Hulsart called the meeting to order at 2:02 p.m.
ROLL CALL:
Present: Library Board Trustees Benson, Bradley, Hulsart, and Parsons
Absent: Trustee Hinman
Staff Present: Heather Pizzuto, Library & Cultural Arts Director
Dave Curtis, Deputy Library Director
Suzanne Smithson, Deputy Library Director
Glynn Birdwell, Principal Librarian
Jessica Padilla Bowen, Community Relations Manager
Steve Didier, Library & Cultural Arts Management Analyst
David de Cordova, Principal Planner, City of Carlsbad
Items 3 (approval of the minutes) and 4 (Library monthly reports) were trailed at the request of
the Chair.
LIBRARY RESIDENTS AND PATRONS SURVEY RESULTS:
Library & Cultural Arts Director Pizzuto introduced Ryan Young of BW Research who reviewed
the results of the two surveys and two focus groups. The surveys are used to evaluate user
satisfaction of services and facilities and helped to identify areas for possible improvement.
CAPITAL IMPROVEMENT PROGRAM PROJECTS UPDATE:
Management Analyst Didier provided an in-depth report on the additional scope of work
proposed for both buildings and Library & Cultural Arts Director Pizzuto provided background
information on the process and analysis of the projects thus far. She added that the cost of
improvements that would position the Cole Library to provide world class service into the
future approaches the cost for replacing that structure and the department's recommendation
to Council will be to plan for replacement in the next ten years.
Library Board of Trustees Page 2
Minutes of April 4, 2014 Meeting
The Trustees had several questions about the different elements of the project that were
addressed by Library & Cultural Arts Director Pizzuto.
On a motion by Trustee Benson, second by Trustee Bradley, the board was unanimous in their
vote to "accept and support the recommendations from Library leadership for the CIP projects
as presented."
DRAFT GENERAL PLAN UPDATE:
Library & Cultural Arts Director Pizzuto introduced Principal Planner David de Cordova who
provided the board with an overview of the draft General Plan which included the purpose of
the General Plan, the process that led to this draft, and the structure and highlights of each
element. He offered additional detail on the element addressing Art, History, Culture and
Education. He also provided the dates for the public hearings.
DIRECTOR'S REPORT:
Library & Cultural Arts Director Pizzuto brought the Board up to date on the following:
Communications - An offer has been made to a candidate for the Library Programs & Venues
position with an anticipated start date in mid -April. The Media Graphics Supervisor position was
filled on March 24 and the library graphics staff, equipment and files will be relocated this week
to the new office space at City Hall including Community Relations Manager Padilla Bowen.
New ILS - Enterprise, the new enhanced library catalog, is now available although some of the
links on the website are still being updated to point to the new version. Sr. Business Systems
Specialist Castel would welcome input and comments from the board.
Windows 7 - All of the public and staff computers are now running Windows 7 which was a huge
undertaking as each individual machine had to be touched. It was also necessary to update the
PCs that control the automated materials handling system and self -checkout stations.
Outreach - In March staff from the Reference Division hosted a table at the Farmer's Market
distributing information about library services.
Proclamation - Betty Groves who retired in 1998 after 22 years as a library volunteer celebrated
her 100th birthday last month and was presented with a proclamation signed by Mayor Hall.
Flag disposal collection boxes - Since installation at the two library locations, 3,500 flags have
been collected for proper and respectful disposal by the Fire Department.
Library Board of Trustees Page 3
Minutes of April 4, 2014 Meeting
Conferences - The Public Library Association (PLA) conference held every two years was attended
by two library staff members last month in Indianapolis.
The Library & Cultural Arts director attended the State Library's Directors' Forum last
month where the focus was on increasing broadband connectivity.
The American Library Association (ALA) conference this year is in Las Vegas June 26-July
1 and will be attended by several staff members who will also use that time to tour several new
library buildings in the Las Vegas -Clark County area.
The Edge Initiative - During the months of April and May the library will be participating in
benchmarking public access technology to measure and report on performance and identifying
where improvement can be made .
Bedtime Math - In response to a question from the board last month, this program was for grades
1 through 3 and involved creating an interest in math through games.
Volunteer recognition event — Invitations for the April 11th event have been sent.
FOUNDATION REPORT:
Trustee Hulsart reported that at the last meeting Jim Selover was elected as the President. Mr.
Selover was present at today's meeting and provided the Library Board with information about
the Foundation's mission to support library and arts programs and facilities.
FRIENDS OF THE LIBRARY REPORT:
Trustee Hulsart also reporting for the Friends of the Library reminded the board of the better
Books sale coming up this month and announced that the Friends have signed up with Amazon
Smile, a new program with Amazon that allows for portions of a sale to be donated to a
designated charity.
NSDC GENEALOGICAL SOCIETY:
Board Liaison Marg Kealey reported that the spring seminar was very successful and she reviewed
the programs planned for April. The genealogy evening classes begin again on May 21st and
Saturday classes on June 28th. Reservations are recommended for both classes and can be made
by calling the Genealogy Division desk.
APPROVAL OF MINUTES: trailed
By proper motion (Parsons/Bradley) and vote the minutes of the February 19, 2014 regular
meeting of the Library Board of Trustees were approved as submitted.
Library Board of Trustees Page 4
Minutes of April 4, 2014 Meeting
MONTHLY LIBRARY REPORTS: trailed
There were no comments or questions about the reports.
LIBRARY BOARD COMMENTS:
Library Trustee Bradley distributed copies of the information on the newest exhibit in the Cannon
Gallery: John Cederquist, Illusions in Wood.
PUBLIC COMMENT:
None.
ADJOURNMENT:
By proper motion (Persons/Bradley) and vote the meeting was adjourned at 3:48 p.m.
1
Cissie Sexto
Recording Secretary
ITEM #4
Monthly LIBRARY Reports
for
March 2014
Systemwide ...
1. The library's upgraded integrated library system (ILS), which includes the public catalog, was
successfully launched and made available to the public on March 31. The catalog offers
improvements that will help library users easily discover and access the diverse resources
through a single search. The new catalog can be found at https://cbcl.sdp.sirsi.net or through
links on the Library's web page.
2. Libraries and schools across the country, including Carlsbad libraries, celebrated the national
Read Across America campaign, which takes place on or around Dr. Seuss' birthday. On March
3, children at Dove Library enjoyed hearing Dr. Seuss books read aloud and birthday cake. Cole
Library visitors enjoyed a special guest on March 4: award -winning Carlsbad author, illustrator
and former library employee Janell Cannon. Almost 100 enthusiastic participants listened to
Janell read her story while the pages came to life on the big screen behind her.
3. It has been one year since the Cole and Dove libraries received "worn flag" drop boxes through
a partnership with the Fire Department, increasing the visibility and convenience of a service
that had previously been available only at the fire station on Carlsbad Village Drive. In that time
community members have deposited 3,500 worn flags into the boxes for respectful disposal,
and have expressed their appreciation often about the availability of this service.
4. City librarians hosted a table at the March 12 State Street Farmer's Market to reach community
members in locations convenient for them. They brought laptops, a Kindle loaded with eBooks,
historic walking maps, calendars and more. The librarians answered 42 questions in three hours
about eBooks and other materials, account information and programming. They also received
expressions of appreciation and had the opportunity to meet other local and out-of-state
librarians who were impressed with the library's outreach efforts.
5. The week of March 3-6, patron computers at all three library facilities were upgraded to
Windows 7. Throughout the week, Business Systems staff helped configure the machines and
performed testing of printing, eResearch, catalog, and other functions on each machine. Staff
computers were upgraded later in the month.
CCL, Dove Lane ...
6. Carlsbad Playreaders' season continued on March 24 with the popular Broadway play "God of
Carnage." Nearly 200 people attended this dark comedy in the Schulman Auditorium.
7. The library hosted visiting travel documentary filmmaker Steve McCurdy on March 29. Steve
presented his film "Postcards From Italy" to a full house in the Schulman Auditorium and via
closed circuit to a nearly -full Gowland Meeting Room.
8. More than 100 people turned out March 8 at the Schulman Auditorium for the Cultural Arts
Office's third installment of Opera Previews featuring Verdi's A Masked Ball. Later that day, the
Palomar Jazz big band performed to a full house for the second of four concerts in the Cultural
Arts Office This Is Jazz! 2014 concert series.
Monthly Library Reports for March 2014
9. The library hosted its third in a four-part business workshop series on March 25 with a
workshop about writing a business plan. James Hayes shared advice with 19 prospective
business owners on the necessary components of an excellent business plan and working with
local partners, such as the SBDC & SCORE, that can assist budding entrepreneurs.
10. Lead Librarian Darin Williamson gave presentations about the Library's eResearch sources on
March 3 to 5 classes of seventh graders — a total of 150 students. The instruction focused on
the students learning to use research databases Opposing Viewpoints, Student Resources in
Context, and CQ Researcher.
Georgina Cole ...
11. Children's after -school programs included an interactive performance of Irish music and the
history of St. Patrick's Days by "Celia the Fiddle Girl" and a visit by "Coach Ted" from Team
Touche Fencing who shared the history of fencing through an entertaining and interactive
demonstration for the 82 people in attendance.
12. In a partnership with Carlsbad High School, the Carlsbad High School Robotics Team got children
fired up about technology on March 25 by presenting various robotic devices they have made
and answering questions from the curious children. The 65 children in attendance then made
their own robots powered by a balloon. Library volunteer and CHS Robotics Team Outreach
Coordinator Kristie Can provided the craft.
13. The Genealogy Division presented two Focus On workshops on Military Records with 23
attendees. They supported the March 29, North San Diego County Genealogical Society Spring
Seminar with speaker Colleen Fitzpatrick presenting "Forensic Genealogy" to 82 genealogists.
Learning Center ...
14. The San Diego Natural History Museum presented "Ms. Frizzle — Digging for Dinosaurs" (of
Magic School Bus fame) at the Learning Center on March 27 to an audience of 50.
15. On March 18, the Learning Center hosted staff from North County Health Services in offering
free assistance to residents who could benefit from the low to no -cost health coverage options
offered through Covered California. 30 residents were given individualized help and walked
through the online application process. The NCHS staff commented that the response they had
at the Learning Center was the largest of any of their venues.
16. Former volunteer Betty Graves was honored at her 100th birthday celebration on March 21.
Library Director Heather Pizzuto presented her with a proclamation signed by Mayor Matt Hall
honoring her 22 years of service as a volunteer tutor in literacy services. Approximately 15
current and former literacy tutors, learners and staff attended, including founding coordinator
Lynda Jones.
ITEM #4
Monthly LIBRARY Reports
for
February 2014
Systemwide ...
1. The library celebrated the 10th anniversary of Carlsbad Reads Together featuring Emmy
Award -winning writer Alan Brennert's "Palisades Park." Book discussions took place
throughout the month, attracting diverse audiences that included both regular and new
participants. On February 22, Alan Brennert discussed and signed his popular books
"Moloka'i," "Honolulu" and "Palisades Park" for an audience of 150 at the Schulman
Auditorium. The program complements the Cannon Art Gallery exhibition "Our Lives, Our
Stories: America's Greatest Generation."
2. Additional Carlsbad Reads Together programs included a concert on February 9 featuring
the six -member High Society Jazz Band accompanied by the Sweethearts of Swing, a trio in
the style of the popular female singing group The Andrews Sisters. They performed the
wartime music of the 30s and 40s for an enthusiastic audience of 215 in the Schulman
Auditorium. On February 24, Carlsbad Playreaders presented Neil Simon's "Lost in
Yonkers" for an enthusiastic full house in the Schulman Auditorium. On February 12, 19
and 26, the library showed "Greatest Generation" films for a combined audience of 300
and the Cannon Art Gallery was kept open late to allow moviegoers to view the exhibition
in conjunction with the movies. On Feb. 8, 300 people celebrated the Cannon Art Gallery
exhibition at the Cultural Arts' Family Open Studios PLUS. The day included hands-on art
making projects and free performances in the Schulman Auditorium by The Amazing Etch
Man with his array of Etch -A -Sketch toys and a live band. In addition, the Carlsbad
Historical Society shared Carlsbad history and a coloring activity for children while the trio
The Fabulous Earrings performed boogie-woogie tunes from the 1940s, 50s and 60s.
3. As part of the Carlsbad Reads Together program all 5 of the Reference sponsored book
clubs read Alan Brennert's novel Palisades Park. Discussions at the book clubs, facilitated
by Reference staff, varied significantly, with some groups really disliking the book for not
being literary enough, and some appreciating the book as an evocation of a time and place
much loved by the author. A total of 60 people joined the discussions.
4. All three library locations enjoyed visits from the popular library presenter Chazz Ross and
his modern drum circle consisting of 20 African Djembe drums. Appreciative audiences
were introduced to the "universal rhythm" and got to do some drumming themselves in
celebration of Black History Month.
5. The Library worked with Cultural Arts staff to get the word out about the public artwork to
be located at the Coastal Rail Trail Roundabout at Carlsbad Boulevard and State Street.
Community Relations staff worked with the City Manager's Office to create a 90-second
video about the project that encouraged community members to share their comments
online. The video was viewed more than 600 times. Staff also created an online comment
form that resulted in 78 online comments and distributed a news release about the project
and feedback opportunities.
Monthly Library Reports for February 2014
6. Training Coordinator Amy Jordan led ten 30-minute systemwide staff training sessions on
the topic "Defusing Angry Patrons." Curriculum and guidelines were developed from the
new staff Go -To Guide and the Staff Training Team. The training was well received by the
68 attendees.
7. February is Library Lovers' Month and to celebrate, all Carlsbad City Library locations
offered "Library Lovers' Bingo" for children ages 4-12. Children received a simplified bingo
card where they could match three activities in a row such as "read a book" and "attend a
library program." Approximately 300 children completed the card, turned it in, and
received a Palomar Pizza & Pasta gift certificate (or an alternate prize made available as an
option for children who may have food allergies, etc.). In addition, children wrote
valentines to the libraries, sharing what they love most about it.
CCL, Dove Lane ...
8. Paws to Read had more than 50 children attending the two sessions on Feb. 6 and 20.
9. On Feb. 22, the second installment of Opera Previews sponsored by the Cultural Arts
Office drew 117 enthralled listeners to learn about "The Elixir of Love," being performed
this week by the San Diego Opera. The highlight was a 1969 video of the young yet
masterful Luciano Pavarotti's spellbinding aria when he sees his lady love shed one secret
tear.
10. On Monday, Feb 24, Cultural Arts Office Staff and Lead Librarian Darin Williamson teamed
up to present Teen Open Studios, an interactive hands-on art program. Nine teens were
given a tour of the current exhibition "Our Lives, Our Stories: America's Greatest
Generation" and then created a pop -art inspired work of art.
11. The Your Library Means Business Workshop Series continued with Business Start -Up and
Financing Options on Feb. 25. James Hayes gave a presentation about financing options
for new businesses. He shared advice on funding resources and local partners, such as the
SBDC and SCORE, which are available to assist budding entrepreneurs. Seventeen
prospective business owners attended.
12. On Feb. 8, the Cultural Arts Office presented a special Young Audiences of San Diego
introduction to "Jazz: An American Art Form" by the Rob Thorsen Quartet. Featuring four
of San Diego's top jazz musicians performing in the library's Schulman Auditorium, the first
program of the annual series This Is Jazz introduced 108 young people and adults to the
development of jazz music from its New Orleans roots to an international form of creative
expression incorporating music styles from world-wide cultures.
Georgina Cole ...
13. Reference Lead Librarian Erin Zocco spoke to 175 Calavera Middle School seventh -grade
students on February 13 and taught them how to use Student Resources in Context and CQ
Researcher.
Monthly Library Reports for February 2014
14. Genealogy Senior Librarian Mary Van Orsdol presented the month's small group
workshops, Focus on Probate Records, on February 4 and 18 with 24 participants. Jeff
Charles, history professor at California State University, San Marcos, presented to a group
of 67 about "Technological Developments during the Mid-20th Century" on February 25.
This NSDCGS lecture complemented the "Our Lives, Our Stories" exhibit.
15. Children's programs in February included a celebration of the 50th anniversary of the first
appearance by the Beatles on the Ed Sullivan Show with a unique story craft, dance, and
music program. Paws to Read, a read out loud program for independent readers, resumed
on February 19 after a brief hiatus.
16. Teen programs included our monthly anime program on February 5 in which 8 teens
enjoyed an hour of Japanese anime and snacks; and a book club discussion on February 26
in which 16 teens participated in a lively and successful book club focusing on Veronica
Roth's Divergent. The book club teens used a life-sized flowchart to find their faction,
made faction pins, competed in answering trivia questions, discussed the book in small
groups, watched the Divergent movie trailer, and won drawing prizes related to the book
and movie.
Learning Center ...
17. The open hours of the Learning Center were expanded as of February 18. The Learning
Center is now open 9:00-8:00 Monday -Thursday and 9:00-5:00 on Friday, an additional 18
hours a week.
18. Principal Librarian Glynn Birdwell and Community Outreach Supervisor Carrie Scott gave a
presentation about the Learning Center and Literacy Services at the city's Quarterly
Management meeting. They were able to share information about the Learning Center as
well as Carrie's "Leap for Literacy." The presentation was well -received by the
approximately 100 managers in attendance, with several inquiries and support generated
from the presentation including one staff member now pursuing becoming a tutor.
19. The Osher Lifelong Learning Institute through Cal State University San Marcos started two
new classes at the Learning Center. The classes meet on Fridays, one at 9:30 and one at
1:00 and each has 15-20 attendees.
20. Library staff members Adam Packard and Angie Stava, along with volunteer tutor Jamie,
participated in the San Diego Council on Literacy's Spelling Bee fundraiser as the "Zom-
Bees." The team did a great job, making it to the sixth round and winning the costume
contest!
LIBRARY BOARD STATISTICS
February 2014
Reference, Circulation, Visitors
Reference Questions
Feb-13
Jan-14
Feb-14
1
Dove Library
11,519
11,093
10,680
2
Cole Library
10,786
10,144
9,199
3
Library Learning Center
1,266
1,031
1,300
4
Total
23,571
22,268
21,179
Circulation 1
Feb-13
Jan-14
Feb-14
5
Dove Library
67,231
71,720
67,548
6
Cole Library
37,016
37,410
33,660
7
Library Learning Center
1,400
1,149
960
8
eAudiobook Downloads
241
804
733
9
eBook Downloads
1,602
2,660
2,389
10I
Total
107,490
113,743
105,290
People Count
Feb-13`
Jan-14
Feb-14
11
Dove Library
32,365
32,985
32,274
12
Cole Library
27,671
25,006
24,650
13
Library Learning Center
4,817
5,426
4,843
141
Total' 64,8531 63,4171 61,767
Programs and Technology
Library -Sponsored Programs
Feb-13
Jan-14
Feb-14
15
Pre -School Programs
66
68
68
16
Attendance
3,181
3,192
3,232
17
School Aged Children's Programs
36
29
30
18
Attendance
869
667
856
19
Young Adult Programs
10
6
7
20
Attendance
97
34
70
21
Adult Programs
52
46
43
22
Attendance
1,339
1,000
1,446
Techroloev Usage
Feb-13
Feb-14
23
Computer Use
11,104
10,201
9,501
24
Webpage Views*
49,733
70,928
61,559
25
Database Usage
9,343
9,045
10,024
Facility Meeting Room Use
Feb-13
Jan-14
Feb-14
26
Events
93
65
81
27
Attendance
4,747
2,882
4,816
Volunteer Hours
Feb-13
Jan-14
Feb-14
28'Total Hours
1,457
1,668
1,593
1. eAudiobooks and eBooks added to Circulation July 2013
2. Change in Google Analytics reporting December 2013
Carlsbad Library report
March 2014
[bw]
RESEARCH
PARTNERSHIP
2725 Jefferson Street, Suite 13, Carlsbad, CA 92008
T (760) 730 9325 F (888) 457 9598 www.bwresearch.com
Carlsbad Library Report
Conducted for the Carlsbad City Library
EXECUTIVE SUMMARY
INTRODUCTION TO THE STUDY
In November 2013, the Carlsbad City Library partnered with BW Research to conduct a
comprehensive research study to assess usage, perceptions, and satisfaction with the
Carlsbad City Library among both residents and library patrons. The 2013 research is an
update to the study that BW Research conducted for the library in 2011.
Specifically, the main research objectives of the study were to:
• Assess use of the library and its many programs and services;
• Identify overall perceptions of the library;
• Evaluate importance of, and user satisfaction with, various library programs and
services;
• Explore usage and satisfaction with the library's communications mediums,
including the library's website, and
• Assess priorities and satisfaction as it relates to library facilities.
METHODOLOGY OVERVIEW
The 2013 Carlsbad City Library research study included:
• A telephone survey of Carlsbad residents 18 years and older;
• Intercept surveys of library patrons at Dove and Cole Libraries and the Library
Learning Center.
• Two focus groups, one with adult residents that completed the telephone survey
and one with teenagers in the Carlsbad Unified School District between 7th and
11th grade.
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
patrons includes both Carlsbad residents and non-residents and is reflective of the
composition of library users during the data collection period. The focus groups are a
qualitative assessment meant to get a better understanding of the context for different
preferences and priorities.
The city-wide telephone survey was completed by 400 residents and was conducted
from October 22 to November 3, 2013 with a resulting maximum margin of error plus or
minus 4.89 percent (at the 95 percent level of confidence) for questions answered by all
400 respondents.
[bw]
RESEARCH
PARTNERSHIP
1
Carlsbad Library Report
Conducted for the Carlsbad City Library
A total of 393 patron intercept surveys were conducted at the Carlsbad City Library on
Dove Lane (Dove), the Georgina Cole Library (Cole), and the Library Learning Center
over four shifts from November 13 to November 18, 2013.
For more information about the project methodology or demographic differences
between the samples, please refer to the appendices.
KEY FINDINGS
BW Research offers the following key findings to the Carlsbad City Library.
Use of the Carlsbad City Libraries by Residents
Carlsbad Libraries are a well -used asset for most Carlsbad residents, particularly those
that have lived in the community for five years or more. Almost nine out of ten (85%)
residents visit the library in -person or have used its online services and almost 60
percent (57%) do so on at least a monthly basis. The survey results revealed that the
longer residents live in Carlsbad the more likely they are to have visited the library.
Residents who have lived in Carlsbad for 4 years or less are almost three times as likely
to have never visited the Cole or Dove libraries (31 %) compared to those that have lived
in the City for 5 or more years (11 %).
Carlsbad City Library Customers
Carlsbad residents account for over two-thirds of the Library's patron respondents (70%)
with a smaller proportion (27%) residing in the surrounding areas of Oceanside (12%),
Encinitas (6%), Vista (5%) and San Marcos (5%).
Satisfaction with the Carlsbad City Libraries
Carlsbad residents and library patrons continue to give the library increasingly high
overall ratings, with 65 percent of residents and 79 percent of library patrons providing
an excellent rating for the library. Although the percentage of excellent ratings among
residents slightly diminished from 2011 to 2013 (from 68% to 65%), the combined
percentage of respondents that gave "Excellent" or "Good" ratings increased by one
percent. This becomes even more noteworthy when you consider residents who
regularly visit the library are more likely to give the library an excellent rating than those
who seldom or never visit one of the libraries; 71 % of those who regularly visit gave an
excellent rating and 52% of those who seldom or never visit gave an excellent rating.
Comparisons with the 2011 Carlsbad Library Research
In 2011, the Carlsbad Library staff teamed with BW Research to complete a research
assessment of resident and customer usage, preferences, and satisfaction towards its
facilities and programs. The 2011 research effort - similar to what was completed for the
current study - provides a comparable dataset that we can use to look at the changing
behaviors and attitudes of residents and library patrons.
[bw]
RESEARCH
PARTNERSHIP
2
Carlsbad Library Report
Conducted for the Carlsbad City Library
Resident Telephone Survey Comparison: 2011 to 2013
Carlsbad residents continue to value and use the library facilities and the services they
offer. The following are the key differences between usage and satisfaction ratings from
2011 to 2013.
• The percentage of residents that have "Never" visited one of Carlsbad's libraries
has decreased from 25 percent to 16 percent.
• The perceived importance of several library services and programs rose
between 2011 and 2013. The library services and programs that saw an increase
in the percentage of resident -respondents to indicate as "Extremely important"
included access at the library to computers, the Internet, and online research
databases (from 48% to 55%), wireless internet access (from 43% to 49%), and
downloadable audiobooks and ebooks (from 25% to 31%).
• The proportion of those who use the Library's e-newsletter as a source of
information about Carlsbad library increased from one percent to seven percent.
Patron Intercept Survey Comparison: 2011 to 2013
Library patrons continue to highly rate the services and programs offered at Carlsbad
Library facilities. Below are the main differences between customer satisfaction and
importance ratings from 2011 to 2013.
• The percentage of those who indicated that a primary reason they visited the
library was to study or do homework increased from 17 percent to 26 percent. It
should be noted that the 2011 intercept surveys were completed in August and
the 2013 intercept surveys were completed in November.
• The level of satisfaction with the library's website declined from 60 percent to 52
percent. It should be noted that this survey was taken before the new Library
website was implemented in the Summer of 2014.
• The combined percentage of those who are "Very satisfied" or "Somewhat
satisfied" has increased in the following services or programs: cultural events
(from 46% to 54%) and wireless internet access (from 41% to 49%).
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 patrons. 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;
• an assessment of satisfaction among the library's different programs and
services and
• an assessment of the library's priorities, by residents and patrons, as they relate
to the different programs and services.
[bw]
RESEARCH
PARTNERSHIP
3
Carlsbad Library Report
Conducted for the Carlsbad City Library
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 low importance scores and relatively low satisfaction scores should be seen as
programs that provide opportunities for improvement. It is worth noting that even
categories that received below average satisfaction often received over 50 percent of
residents or patrons indicating they were very satisfied, and over 85 percent either very
or somewhat satisfied.
Continued Emphasis (High Importance -High Satisfaction)
When analyzing the results from both the resident and intercept 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 [Patrons & Residents].
• Access at the library to computers, the Internet and online research databases
[Patrons]
• Wireless Internet access [Residents]
Priorities for Improvement (High Importance -Low Satisfaction)
The following program was categorized as "High Importance -Low Satisfaction," meaning
that patron respondents viewed the items as above average in importance and reported
lower than average satisfaction. This program represents a valuable opportunity for
improvement for patrons.
The "High Importance -Low Satisfaction" group included:
• Lifelong learning programs that provide opportunities for personal and intellectual
growth to all residents [Patrons];
Lifelong Learning Programs at Carlsbad Library: Not surprisingly
library customers placed a higher importance on lifelong learning
programs than residents, who on average visit the library less often.
However, both residents and customers indicated this was an area that
received below average levels of satisfaction compared to the other
library programs evaluated. This indicates that lifelong learning programs
are an area that Carlsbad Library should consider as an opportunity to
improve for customers and look to expand interest with residents.
[bw]
RESEARCH
PARTNERSHIP
4
Carlsbad Library Report
Conducted for the Carlsbad City Library
Opportunities for Improvement (Low Importance -Low Satisfaction)
The following programs and services were categorized as "Low Importance -Low
Satisfaction," meaning that respondents viewed the items as below average in
importance and reported lower than average satisfaction in each area. This group
represents another opportunity for improvement.
The "Low Importance -Low Satisfaction" group included:
• Downloadable audiobooks and ebooks [Residents and Patrons];
• Wireless internet access [Patrons].
CONCLUSIONS
BW Research offers the following research conclusions to the Carlsbad City Library
based on 2013 research findings.
Overall Satisfaction with the Carlsbad City Library
Carlsbad City Library continues to receive consistently high marks from both residents
and customers. Almost two-thirds (64%) of residents rated the library as excellent and
over three-quarters (79%) of customers rated the library as excellent. The excellent
ratings are even higher among residents (72%) and customers (81 %) who visit the
library frequently, at least on a monthly basis. This reflects an important reality, that the
more people use the library the more they enjoy it, even if we cannot determine whether
they are going to the library more because they like it or the more they go to the library
the more they learn to like it.
Programs and Services
An evaluation of the perceived importance and satisfaction of library services and
programs reveals that generally the library gets higher satisfaction marks for the most
importance services and programs (in -person customer service) and relatively lower
satisfaction marks for those services and programs that are comparatively less important
(downloadable audiobooks and ebooks).
[bw]
RESEARCH
PARTNERSHIP
5