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Home My WebLink About2018-05-16; Library Board of Trustees; MinutesMEETING OF: DATE OF MEETING: PLACE OF MEETING: CALL TO ORDER: MINUTES LIBRARY BOARD OF TRUSTEES MEETING Wednesday, May 16, 2018 Carlsbad City Library Board Room 1775 Dove Lane, Carlsbad, CA 92011 Chair Hulsart called the meeting to order at 5 p.m. ROLL CALL: Present: Trustees DeForest, Hinman, Hulsart and Parsons Absent: Trustee Pearson Staff Present: Heather Pizzuto, Library & Cultural Arts Director Suzanne Smithson, Deputy Library Director Diane Bednarski, Deputy Library Director Fiona Everett, Senior Management Analyst Viktor Sjoberg, Principal Librarian Debbie Jo McCool, Associate Analyst Megan Vanzandt, Senior Office Specialist APPROVAL OF MINUTES: ITEM #3 By proper motion, the minutes of the Library Board of Trustees meeting of April 18, 2018 were approved. Approved 4-0-0-1 (Trustee Pearson absent) PUBLIC COMMENTS: None. MONTHLY LIBRARY REPORTS: The Board received the monthly library report for April 2018. TECHNOLOGY UPDATE: The Board received the quarterly technology report for the period of January to March 2018. Senior Business Systems Specialist Devin Castel reviewed usage data and updated the Board on the patron computer replacement project, wireless upgrades, and mobile printing soft launch. 2017 BIENNIAL SURVEY RESULTS-BW RESEARCH PARTNERSHIP: I President, Principal Researcher Josh Williams and Sr. Research Analyst, Project Manager Sarah Lehmann from BW Research Partnership presented the Board with the results and key findings of the biennial survey of Carlsbad residents and Library & Cultural Arts customers. SUMMER READING ADVENTURE OVERVIEW: The Board received a preview from staff on this year's 2018 Summer Reading Adventure program "Libraries Rock!" which invites all ages to continue reading through the summer. Staff described changes to the program, including the introduction of Beanstack mobile software, offering participants a convenient and flexible way to track their reading and earn rewards. Page 2 of 2 Library Board of Trustees Minutes of the May 16, 2018 Meeting FY 2018-19 BUDGET OVERVIEW: The Board received the Library & Cultural Arts budget summary for the FY 2018-19. By proper motion, the Board concurred with the Library & Cultural Arts budget submittal for FY 2018-19. Approved 4-0-0-1 {Trustee Pearson absent) DIRECTOR'S REPORT: Director Pizzuto briefed the Board on a variety of topics: current recruitments, talent development and succession planning efforts; recent conference attendance and Supervisors' Academy graduates; updates on the Dove Library cafe and festoon lighting projects; and dates for upcoming library events and city activities. FOUNDATION REPORT: Representative Hulsart had no information to report. FRIENDS OF THE LIBRARY REPORT: Representative Hu Isa rt advised there will be a Friends meeting tomorrow. NORTH SAN DIEGO COUNTY GENEALOGICAL SOCIETY REPORT: Board Liaison Marguerite Kealy summarized recent and upcoming programs and events. Membership was reported at 320 members currently. LIBRARY BOARD COMMENTS/ANNOUNCEMENTS: None. ADJOURNMENT: By proper motion {DeForest/Hinman) and vote the meeting was adjourned at 6:18 p.m. Respectfully submitted, !~~ Megan Vanzandt Senior Office Specialist Systemwide ... Monthly LIBRARY Reports for APRIL 2018 ITEM #5 1. On April 12, staff from Library & Cultural Arts and Parks & Recreation discussed their respective services and programs to members of the Spring 2018 Citizen's Academy. Approximately 40 residents learned more about library services and programs and had an opportunity to check out the "Books to Go" book bike. CCL, Dove Lane ... 2. Dove Children's Division hosted esteemed local author and former library employee, Janell Cannon for the 25th Anniversary of the publication of Stellaluna on April 3. Janell shared a slide presentation and stories of her trip to South Africa where she saw bats just like Stellaluna. Forty-seven children and adults attended. 3. Dove Children's Division hosted its second Local Children's Author Festival on April 14, featuring several local authors of children's books in a panel discussion moderated by Joy Chu, instructor in children's book Illustration at UCSD Extension and former art director at Harcourt Brace. Participants met the authors in the library's courtyard following the panel, where books were available for sale and signing. 4. The library's six-part Good Life Lecture Series kicked off on April 10 with a discussion on "Sleep, Light and Your Health." The series is designed to help participants learn new skills and information for a better quality of life for themselves and their loved ones. Attendance has been strong for the series, averaging around 80 people per lecture. 5. On April 27, more than 170 attendees of all ages enjoyed a concert by the Jacob Szekely Trio. The trio kicked off their West Coast tour at the library and will be performing up the coast. Their library performance included everything from original tunes to fresh takes on jazz standards and popular hits. 6. Librarian Maile McKean introduced the classic film Notorious on April 28 in the Schulman Auditorium to 42 attendees. She gave background on the film and included information about the DVD collection at the library. Georgina Cole ... 7. The library hosted Integrated Daily Compassion Cultivation Practice on April 12 as the last program in the eight-part "A Year of Mindful Compassion" series. Dr. Erik Conklin presented to 17 participants who learned to practice the lessons from previous sessions, including breath work and visualizations, and use them to anchor themselves to a practice they can carry wherever they go. 1 Monthly Library Reports for April 2018 8. On April 21, more than 300 Carlsbad residents attended the Earth Day Celebration at Cole Library to learn about sustainable practices through educational workshops and activities. Participants got their hands dirty in the composting workshops, crop swapping, worm bins, created succulent masterpieces, learned about endangered plant and animal species and learned to build and maintain healthy organic soil using kitchen food and yard waste. A tour through The Ecology Center's 32-foot double-decker bus showed residents how to attain sustainable practices and presented hands-on activities. Young residents enjoyed taking their picture inside Waste Management's miniature trash truck and children's story time. The Earth Day Celebration was sponsored by the city's Recycling and Trash program, Library & Cultural Arts and The Ecology Center and was held as part of the city's Earth Month program designed to encourage waste reduction, recycling and increase awareness of sustainable practices in Carlsbad. 9. On April 22, more than 50 attendees learned how best-selling historical fiction author and San Diego native Susan Meissner wrote her latest book, As Bright as Heaven. Susan's book uncovers a rarely-explored part of history: the 1918 Spanish Flu Epidemic. Susan explained her inspiration for the book, her writing process and answered questions from an engaged audience. 10. Thirty-five people attended the April 7 North San Diego County Genealogical Society's open house to learn more about the society, the library collection and celebrate the Society's soth anniversary. The event offered informational tables to advertise programs and upcoming events and a tour of the collection. Learning Center ... 11. The second Career Online High School graduation was held April 28 at the Learning Center. Four graduates celebrated with approximately 30 family members and guests in attendance to cheer them on. Three of the graduates plan to continue their education by enrolling in local colleges. City Council Member Cori Schumacher presented the diplomas, and Carlsbad City Library & Arts Director Heather Pizzuto and Principal Librarian Viktor Sjoberg spoke. 12. The Southern California Library Literacy Network Conference was held in Buena Park on April 14, and six Learning Center staff members as well as three literacy tutors and two learners attended. Two learners participated in a panel discussion, and Community Outreach Coordinator Carrie Scott presented a workshop offering tips on the Writer to Writer statewide writing competition. 13. The Learning Center celebrated "El dfa de las nines, El dfa de las libros" on April 26 with stories, Book Bingo and crafts. Children's Day is an event that celebrates children and connects them to the world of learning through books, stories and libraries. Thirty children and nine adults enjoyed an afternoon of playing, laughing and winning the best prize ever: a new book! 2 Monthly Library Reports for April 2018 Outreach and Community Connections ... 14. In celebration of National Library Week, Learning Center staff members provided sandwiches to a group of teens at Holiday Park on April 13 and shared information about library services, teen programs and summer volunteer opportunities. The staff also conducted a short survey to learn more about the teens' interests and 35 teens provided feedback. 15. Dove Children's Division staff presented story times to 62 children at the KinderCare daycare near Poinsettia Park on April 4. On April 10, Cole Children's Division staff gave two tours to two classes from Calavera Hills as part of the CityStuff program. Cole staff also represented the library at the April 21 Magnolia Elementary Community Spring Carnival. 3 LIBRARY BOARD STATISTICS April 2018 Reference, Circulation, Visitors Reference Questions April-17 March-18 April-18 1 Dove Library 9,093 12,631 11,916 2 Cole Library 6,622 7,874 5,657 3 Library Learning Center 583 667 826 4 Total 16,298 21,172 18,399 Technology Assistance April-17 March-18 April-18 5 Dove Library 2,189 3,050 3,478 6 Cole Library 2,367 2,163 2,013 7 Library Learning Center 248 272 325 8 Total 4,804 5,485 5,816 Circulation April-17 March-18 April-18 9 Dove Library 55,071 57,114 55,361 10 Cole Library 29,816 32,927 29,985 11 Library Learning Center 1,253 1,447 1,543 12 eAudiobook Downloads 2,246 3,433 3,394 13 eBook Downloads 4,317 4,608 4,700 14 eMagazine Downloads 918 991 982 15 Total 93,621 100,520 95,965 People Count April-17 March-18 April-18 16 Dove Library 29,437 31,248 29,149 17 Cole Library 22,161 22,081 19,525 18 Library Learning Center 4,779 4,879 4,769 19 Total 56,377 58,208 53,443 Programs and Technology Librarv-Soonsored Programs April-17 March-18 April-18 20 Pre-School Programs 53 87 66 21 Attendance 2,479 3,798 2,922 22 School Aged Children's Programs 38 38 43 23 Attendance 737 749 875 24 Young Adult Programs 7 9 8 25 Attendance 49 31 70 26 Adult Programs 85 74 88 27 Attendance 1,838 1,220 2,482 Technology Usage April-17 March-18 April-18 28 Computer Use 7,691 7,559 7,380 29 WiFi Use 8,288 9,188 8,066 30 Webpage Views* 153,849 44,191 42,574 31 Database Usage 7,256 7,216 7,100 Facilitv Meeting Room Use April-17 March-18 April-18 32 Events 80 74 75 33 Attendance 5,934 5,236 5,601 Volunteer Hours April-17 March-18 April-18 34 Total Hours 1,314 1,500 1,487 * April 2017 -A high percentage of reported webpage views is coming from one specific visitor. Did not modify number reported as each month we will arbitrarily have visitors on the web site and unable to verify all. G=arlsbad Cit.y Library Carlsbad City Library -Technology Report -January -March 2018 j 1TEM #6 J PC Manaiaement Sessions Quarterly Comparison Year Comparison Location Total Computers Oct-Dec 2017 Jan-Mar 2018 Change Jan-Mar 2017 Jan-Mar 2018 Change Dove Adult Lab 15 2,663 2,552 -4% 2,636 2,552 -3% Dove Express 2 429 339 -21% 416 339 -19% Dove Walk-up 20 7,540 7,263 -4% 7,698 7,263 -6% Dove Children's 7 619 494 -20% 574 494 -14% Cole Adult 19 5,903 6,102 3% 7,187 6,102 -15% Cole Express 1 404 432 7% 389 432 11% Cole Children's 6 565 643 14% 718 643 -10% Cole Teen 2 320 454 42% 458 454 -1% Learning Center Children's Lab 7 508 428 -16% 386 428 11% Learning Center Adult Lab 7 1,207 1,278 6% 1,406 1,278 -9% Total 86 20,1S8 19,985 -1% 21,868 19,985 -9% PC Mana11ement Utilization Quarterly Comparison Year Comoanson Location Total Computers Oct-Dec 2017 Jan-Mar 2018 Change Jan-Mar 2017 Jan-Mar 2018 Change Dove Adult Lab 15 35% 32% -3% 33% 32% -1% Dove Express 2 5% 4% -1% 5% 4% -1% Dove Walk-up 20 29% 26% -3% 29% 26% -3% Dove Children's 7 9% 7% -2% 8% 7% -1% Cole Adult 19 43% 43% 0% 53% 43% -10% Cole Express 1 8% 8% 0% 8% 8% 0% Cole Children's 6 9% 11% 2% 13% 11% -2% Cole Teen 2 14% 20% 6% 21% 20% -1% Learning Center Children's Lab 7 9% 7% -2% 6% 7% 1% Learning Center Adult Lab 7 35% 35% 0% 34% 35% 1% Total 86 28% 27% -1% 30% 27% -3% Wireless User Sessions Quarterly Comparison Year Comparison Location Oct-Dec 2017 Jan-Mar 2018 Change Jan-Mar 2017 Jan-Mar 2018 Change Dove 14,792 13,844 -6% 13,738 13,844 1% Cole 8,626 9,634 12% 8,565 9,634 12% Library Learning Center 2,161 1,819 -16% 2,316 1,819 -21% Total 25,579 25,297 -1% 24,619 25,297 3% Combined Wireless and Wired Internet Sessions Quarterly Comparison Year Comparison Location Oct-Dec 2011 I Jan-Mar 2018 Change Jan-Mar 2011 I Jan-Mar 2018 Change I All Library Locations 45,737 I 45,282 -1% 46,487 I 45,282 -3% I Ea riv Literacy Stations -User Sessions Quarterly Comparison Year Comparison Location Total rnmn"•~--Oct-Dec 2017 Jan-Mar 2018 Change Jan-Mar 2017 Jan-Mar 2018 Change Dove 4 3,644 3,701 2% 3,719 3,701 0% Cole 3 2,060 2,409 17% 2,327 2,409 4% Library Learning Center 2 338 334 -1% 355 334 -6% Total 9 6,042 6,444 7% 6,401 6,444 1% Early Literacy Stations -Utilization Quarterly Comparison Year Comparison Location Total Change Change Oct-Dec 2017 Jan-Mar 2018 Jan-Mar 2017 Jan-Mar 2018 Comnuters Dove 4 44% 43% -1% 44% 43% -1% Cole 3 33% 37% 4% 36% 37% 1% Library Learning Center 2 11% 10% -1% 11% 10% -1% Total 9 34% 35% 1% 36% 35% -1% Self-Check vs Staffed User Sessions Quarterly Comparison Year Comparison Oct-Dec 2017 Jan-Mar 2018 Jan-Mar 2017 Jan-Mar 2018 Self-Check I Staffed Station Self-Check I Staffed Station Change Self-Check I Staffed Station Self-Check I Staffed Station Change 74% I 26% 76% I 24% 2% 73% I 27% 76% I 24% 3% Self-Check vs Staffed Item Transactions Quarterly Comparison Year Comparison Oct-Dec 2017 I Jan-Mar 2018 Change Jan-Mar 2017 I Jan-Mar 2018 Change I Self-Check I Staffed Station I Self-Check I Staffed Station Self-Check J Staffed Station J Self-Check J Staffed Station 79% I 21% I 79% I 21% 0% 79% I 21% I 79% I 21% 0% I Project Updates • Patron Computer Upgrade • Wireless Upgrade • Soft Launch of Mobile Printing Self-Check Vs. Staff-User Sessions • Self-Check User Sessions: 76% • Qtr Comparison: 2% Increase • Year Comparison: 3% Increase Self-Check Vs. Staff-Item Transactions • Self-Check Items Transactions: 79% • Qtr Comparison: 0% Change • Year Comparison: 0% Change ---------- Early Literacy Stations Location Dove Cole . Library Learning Center Total Jan-Mar Computers 2017 4 3,719 1 2,327 2 355 Jan-Mar 2018 3,701 2,409 334 Change 0% 4% -6% Combined Sessions 50000 40000 30000 -combined 0 Jul-Sep 2016 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17 Jul-Sep 17 Oct-Dec 17 Jan-Mar 18 I I Comparison 30,000 25,000 20,000 15,000 -Wireless -Patron Computer 10,000 5,000 0 Jul-Sep 2016 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17 Jul~Sep 17 Oct-Dec 17 Jan-Mar 18 I I Wireless Sessions 30,000 25,000 20,000 15,000 -Wireless 0 Jul-Sep 2016 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17 Jul-Sep 17 Oct-Dec 17 Jan-Mar 18 I I Patron Computer Sessions 30000 25000 20000 15000 -Patron Computer 10000 Jul-Sep 2016 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17 Jul-Sep.17 Oct-Dec 17 Jan-Mar 18 I I I ITEM #7 I Carlsbad Library & Cultural Arts Report 2017 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts TABLE OF CONTENTS ......................................................................................................................................................... 1 Table of Contents .............................................................................................................................. i List of Figures and Tables ................................................................................................................. ii Executive Summary ......................................................................................................................... 1 Introduction ................................................................................................................................. 1 Key Findings & Conclusions ......................................................................................................... 1 Resident Results .............................................................................................................................. 3 Resident Usage ............................................................................................................................ 3 Resident Overall Satisfaction ....................................................................................................... 5 Resident Importance and Satisfaction with Services .................................................................. 7 Importance .............................................................................................................................. 7 Satisfaction and Usage ............................................................................................................ 9 Importance-Satisfaction Analysis .......................................................................................... 11 Resident Cultural Arts Results ....................................................................................................... 14 Resident Cultural Arts Usage ..................................................................................................... 14 Resident Cultural Arts Importance and Satisfaction ................................................................. 14 Importance ............................................................................................................................ 14 Satisfaction and Usage .......................................................................................................... 15 Information and Communications ........................................................................................ 17 Library Customer Results ............................................................................................................... 18 Customer Usage ........................................................................................................................ 18 Customer Satisfaction ................................................................................................................ 20 Customer Importance and Satisfaction ..................................................................................... 21 Importance ............................................................................................................................ 21 Satisfaction and Usage .......................................................................................................... 22 Importance-Satisfaction Analysis .......................................................................................... 24 Customer Cultural Arts Results ..................................................................................................... 27 Customer Cultural Arts Usage ................................................................................................... 27 Customer Cultural Arts Importance and Satisfaction ................................................................ 27 Importance ............................................................................................................................ 27 Satisfaction and Usage .......................................................................................................... 28 Information and Communications ........................................................................................ 29 Focus Group Summary & Key Findings .......................................................................................... 30 Appendix A: Methodology ............................................................................................................. 32 Survey Design ........................................................................................................................ 32 Sampling and Data collection ................................................................................................ 32 [bw] RESEARCH .PARTNERSHIP Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Telephone Survey of Residents ............................................................................................. 32 Intercept Survey of Library Patrons ...................................................................................... 33 Focus Groups ......................................................................................................................... 33 A Note about Margin of Error ............................................................................................... 33 Appendix B: Resident Toplines ...................................................................................................... 34 Appendix C: Customer Toplines .................................................................................................... 42 LIST OF FIGURES AND TABLES Figure 1: Resident Survey-Frequency of Visit, 2017 ..................................................................... 4 Figure 2: Resident Survey-Visit and Web-Based Services Use, 2017 ............................................ 4 Figure 3: Resident Survey-Carlsbad Library Rating, 2011-2017 .................................................... 5 Figure 4: Resident Survey-Satisfaction with Library Facilities, 2017 ............................................ 6 Figure 5: Resident Survey-Knowledge of Services and Programs, 2017 ....................................... 7 Figure 6: Resident Survey-Importance of Library Services and Programs, 2017 .......................... 8 Figure 7: Resident Survey-Satisfaction with Library Services and Programs (General Population), 2017 .......................................................................................................................... 10 Figure 8: Resident Survey-Satisfaction with Library Services and Programs (Targeted Populations}, 2017 ......................................................................................................................... 11 Figure 9: Resident Survey-Library Importance-Satisfaction Matrix, 2017 .................................. 13 Figure 10: Resident Survey-Importance of Cultural Arts Events and Programs, 2017 ............... 15 Figure 11: Resident Survey-Satisfaction with Cultural Arts Events and Programs, 2017 ........... 16 Figure 12: Resident Survey-Program and Event Information, 2017 ........................................... 17 Figure 13. Customer Survey-Frequency of Visit, 2017 ................................................................ 19 Figure 14: Customer Survey-Carlsbad Library Rating, 2011-2017 .............................................. 20 Figure 15: Customer survey-Satisfaction with Facilities ............................................................. 20 Figure 16: Customer Survey -Importance of Library Services and Programs, 2017 .................... 22 Figure 17: Customer Survey -Satisfaction with Library Services and Programs (General Population}, 2017 .......................................................................................................................... 23 Figure 18. Customer Survey-Satisfaction with Library Services and Programs (Targeted Populations}, 2017 ......................................................................................................................... 24 Figure 19: Customer Survey -Library Importance-Satisfaction Matrix, 2017 .............................. 26 Figure 20: Customer Survey-Importance of Cultural Arts Events and Programs, 2017 ............. 27 Figure 21: Customer Survey-Satisfaction with Cultural Arts Events and Programs, 2017 .......... 28 Figure 22. Customer Su rvey-Program and Event Information, 2017 ......................................... 29 Table 1. Overview of Project Methodology ................................................................................... 32 Table 2. Intercept Survey Schedule ............................................................................................... 33 [bw] RESEARCH PARTNERSHIP ii Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts EXECUTIVE SUMMARY INTRODUCTION In October 2017, the Carlsbad City Library and Cultural Arts department partnered with BW Research to conduct a representative survey and focus groups of Carlsbad residents as well as Library and Cultural Arts customers. The survey assessed usage, priorities, and satisfaction with Carlsbad City Library facilities and services as well as Cultural Arts events and programs. This research was built upon previous studies that were completed in 2011, 2013, and 2015. The main research objectives of the study were to identify overall perceptions of Library and Cultural Arts services, evaluate usage, importance, and satisfaction with library programs and services, and assess attendance, importance, and satisfaction with Cultural Arts events and programs. This year's research also looked more specifically at interest in and importance of potential new service additions, such as streaming music or movie services. The survey research for this study included a telephone survey of 400 Carlsbad residents 18 years and older, 367 intercept surveys of Library and Cultural Arts patrons at Dove and Cole Libraries as well as the Library Learning Center, and two focus group sessions with a total of 20 participants. KEY FINDINGS & CONCLUSIONS Both residents and customers have consistently given Carlsbad Library high ratings. Over the last four survey terms from 2011 through 2017, the library has received positive ratings of either excellent or good from 93 to 95 percent of residents. Similarly, at least 97 percent of customers have reported satisfaction since 2011, with 99 percent reporting satisfaction in 2017. Nearly all residents (98 percent) and customers (99 percent) are also satisfied with library facilities . In addition to overall satisfaction with the library and its facilities, residents also reported satisfaction with individual services and programs. In fact, the top four most important services to residents are also those with which residents are most highly satisfied-wireless internet access, printed books, access at the library to computers, the Internet, and on line research databases, as well as in-person customer service. Web and technology services are becoming increasingly important to both residents and customers. Between 2015 and 2017, regular access to Carlsbad Library's web-based services by residents from a location outside of the library increased by eight points; 32 percent of residents and 46 percent of customers use this service at least once a month if not once a week or more. The importance of wireless internet access also went up by six points for residents and customers, rising from fifth in importance in 2015 to first in importance in 2017 for residents. At the same time, res idents reported a four-to six-point decline in physical visits to either the Cole or Dove Library location while in-person customer service declined in importance by four points for residents. For customers, printed books and in-person customer service remain the top two most important services from the library. Th is data indicates that while the library's physical space does remain important to the community, off-location web services are becoming increasingly more important, particularly for residents. [b·w] RESEARCH ·. PARTNERSHIP 1 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Improved event and program marketing and communication could likely increase attendance. Between 2015 and 2017, residents reported feeling less informed about the library's services and programs (four-point decline). Focus group participants also indicated feeling generally unaware. Suggestions for communication channels included special event signs around the city, better web advertising, and use of social media sites such as Nextdoor, Facebook, and maybe lnstagram for young adults. Many individuals noted that they would be interested in signing up for an app, email, or text alerts that came with an "opt-in" preference where individuals could select the programs, events, or services they are interested in and receive tailored alerts based on these preferences with regards to the time and date details of specific program offerings. Interest in streaming music or video services might be dependent on the library's ability to tap into something unique or specific not already available via other services. About 15 percent of both residents and customers surveyed indicated that these services are "extremely important." Most focus group participants reported that they already have Pandora, Spotify, Amazon, Netflix, Hulu, or Roku. Because of this, participants noted that they saw little use-value for the library to provide something that most patrons already have at home. According to focus group participants, offerings that would interest older patrons around 40 years of age or older included Broadway plays, live performances, operas, concerts, or musicals. Interestingly, all age cohorts mentioned a music service that highlighted local music or bands would pique their interest. With regards to video services, participants noted educational programs for children or academic lecture series that are not freely available elsewhere. Some individuals did note concern that spending money on these new services would take away from other important services. 1 According to focus group participants, the library appears to be viewed as a resource for education and knowledge enrichment programs for both youth and adults.2 Many focus group participants mentioned interest in self-exploration-type programs, services, or resources. Across both focus groups, individuals noted they would like to see more self-improvement, self-help, and mindfulness resources for stress management, well-being, and mental health; this was true across age cohorts. Other requests included more language classes, teen programs, small business resources, and tutors for language and homework help. 1 It should be noted that this conclusion is based largely on focus group participant input. The sample size for these sessions was under 20 individuals, which is below the target sample size to assume a normal distribution and generalizable results. 2 It should be noted that this conclusion is based largely on focus group participant input. The sample size for these sessions was under 20 individuals, which is below the target sample size to assume a normal distribution and generalizable results. [b·w] RESEARCH PARTNERSHIP 2 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts RESIDENT RESULTS RESID ENT USAGE Forty-four percent of Carlsbad residents visit the Dove Library "regularly" or "sometimes" compared to 23 percent for the Cole Library. About one in three residents {32 percent) also use the library's web-based services from another location at least once a month if not once a week or more. Use of off-location web-based services increased by eight percentage points from 24 percent in 2015. At the same time, there was a slight decrease in frequency of visits-regularly or sometimes-to both the Dove (four-point decline) and Cole Library (six-point decline) physical locations. 3 However, the overall proportion of res idents that have visited the library or used web-based services within the last month (47 percent) has remained consistent across 2013, 2015, and 2017. The following is an assessment of demographic subgroups and their relative frequency of use for Library and Cultural Arts services and events. The "regular" and "sometimes" responses are combined for this analysis. Not surprisingly, residents in 92008 and 92010 (northern Carlsbad) are most likely to visit Cole (42 percent vs. 11 percent) while those in 92009 and 90211 (southern Carlsbad) are more likely to regularly visit Dove (53 percent vs 32 percent).4 Residents with children are more likely to regularly access web-based services from an off-site location (48 percent), attend TGIF Concerts in the Park (42 percent), or events at the Schulman Auditorium (24 percent) compared to those without children. 3 See 2015 Carlsbad Library & Cultural Arts Report. 4 There were no statistically significant differences across demographic subgroups for residents who primarily visited the Library Learning Center. [bw] RESEARCH · PARTNERSHIP 3 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Figure 1: Resident Survey-Frequency of Visit, 20175 Visit Carlsbad's Dove Library off of El Camino Real Access the Carlsbad Library's web-based services, from a location outside of the Library Attend TGIF Concerts in the parks Visit Carlsbad's Cole Library next to City Hall Attend events at the Schulman Auditorium at Dove Library Visit the Cannon Art Gallery or the Carlsbad Sculpture Garden 20.6% 23.8% 27.8% 23.6% 22.6% Visit Carlsbad's Library Learning Center on Eureka place ·-. . . I -- • Regularly Sometimes Figure 2: Resident Survey-Visit and Web-Based Services Use, 2017 More than a year ago Within the last seven to 12 months Within the last two to six months Within the last month •Seldom • Never • DK/NA 5 "Regularly": once a week or more; "Sometimes": once a month or more; and "Seldom": less than once a month. [bw] RESEARCH PARTNERSHIP 4 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts RESID ENT OVERALL SATISFACTION The library received favorable ratings from Carlsbad residents in 2017. Sixty-three percent gave the library an "excellent" overall rating and an additional one-third (32 percent) responded with a "good" rating. Overall positive ratings have remained consistent with previous survey years, with between 93 to 95 percent of residents selecting either excellent or good since 2011. Furthermore, of residents who visit the library, more than nine in ten (98 percent) are satisfied with its facilities-78 percent are "very satisfied" and 20 percent are "somewhat satisfied". Residents from southern Carlsbad were sl ightly more likely to rate the Library as "excellent" (70 percent) compared to residents from northern Carlsbad (57 percent). In 2015, older residents were more likely to rate the Library highly compared to young adults. However, in 2017, the majority of residents across all age groups rated the library as excellent-at least six in ten for each age cohort 18 to 34, 35 to 54, and 55 years or older. In 2015, residents in southern Carlsbad were more likely to be very satisfied with the Library's facilities. However, in 2017, res idents in northern and southern Carlsbad are eq ually satisfied with the Library's facilities. There are no statistically significant differences in overall satisfaction and satisfaction with facilities by ethnicity, gender, length of residence, or household income. Figure 3: Resident Survey -Carlsbad Library Rating, 2011-2017 ,-;2011 •2013 •2015 •2017 [bw] R E SEAR CH PARTN ERSHIP Excellent 68.4% 64.6% 62.0% 62.8% Good Fair 26.9% 2.7% 30.8% 2.6% 31.2% 3.7% 31.6% 1.9% 0.5% 0.0% Poor Very Poor 0.2% 0.0% 0.3% 0.0% 0.0% 0.0% 0.5% 0.0% 2011 •2013 •2015 •2017 3.2% DK/NA 1.9% 1.8% 3.1% 3.2% 5 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Figure 4: Resident Survey-Satisfaction with Library Facilities, 2017 [bw] RESEARCH . . PARTNERSHIP Very dissatisfied 0.2% Somewhat 6 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Forty-nine percent of Carlsbad residents feel informed about the services and programs at the Carlsbad Library. Still, many residents (48 percent) feel "generally uninformed" about the services and programs at the library's facilities. Residents have reported feeling less informed over time; in 2013, 43 percent indicated they felt uninformed, and this has increased to 45 percent in 2015 and 48 percent in 2017. There are no statistically significant differences across age, gender, place of residence, or ethnicity in terms of how informed residents feel about the Library's services and programs. However, those with children at home are more likely to feel informed (63 percent) than residents with no children (44 percent). Figure 5: Resident Survey -Knowledge of Services and Programs, 2017 RESIDENT IMPORTANCE AND SATISFACTION WITH SERVICES Importance Wireless internet access within Carlsbad City Library facilities shot up from fifth to first place as the most highly important service; 92 percent of res idents rated this service as "important", with 68 percent noting it as "very important." The overall importance of this service has gone up by six percentage points since 2015. Printed books, in-person customer service, and access to technology-computers, web services, and research databases-were ranked as the next most important services the Library provides. In 2015, these services were ranked the top three in terms of importance. Two potential new services tested this year included the streaming of music or movie services such as Pandora, Spotify, Netflix, or Hulu; t hese were tested to identify demand and determine ifthese should be added to Library services. Only 11 percent and 14 percent of residents respectively reported that streaming music and movie services were "extremely important;" the majority for each indicated that these services are "not too important." [bw] RESEARC H · PARTNERSHIP 7 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Adults between the ages of 18 and 34 (96 percent) found access to computers, internet, and online research databases more important than those 35 years of age and older. All age cohorts rated wireless internet access important-at least nine in ten for those ages 18 to 34, 25 to 54, and 55 years or older. There were no statistically significant differences across demographic subgroups for the perceived importance of music and movie streaming services. Figure 6: Resident Survey-Importance of Library Services and Programs, 2017 Wireless Internet access Printed books Access at the library to computers, the Internet and online research databases In-person customer service Youth classes and activities such as storytime Downloadable audiobooks and ebooks Adult literacy tutoring and instruction Adult classes and activities such as computer classes and book clubs Events for all ages such as author talks and lectures Streaming movie service like Netflix or Hulu Printed magazines Streaming music service like Pandora or Spotify 25.4% 55.7% 46.5% 59.0% 5% 17.0% 16.0% 15.5% • Extremely important Important • Not too important Ill DK/NA [bw] RESEARCH PARTNERSHIP 8 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Satisfaction and Usage The analysis of satisfaction and usage for the following 10 tested services is split out based on primary populations served. The first seven services in Figure 7 are provided for the general population, while the last three services in Figure 8 received higher ratings of "haven't used" from residents and have been grouped together because they are geared towards specific target populations. Of the residents who have used or attended either youth or adult classes, programs, and activities, the majority are very satisfied. Specifically, 78 percent are "very satisfied" with youth classes and activities, followed by adult classes and activities (62 percent), and adult literacy tutoring and instruction (51 percent). To get a clean read on satisfaction, the data are presented excluding those residents who reported either no use or no opinion on the service. For more information on the percentage of respondents that reported they have not used a service, please refer to Appendices B and C to the resident and customer survey toplines. In general, the top four most important services according to residents are also the most highly rated in satisfaction. When factoring out those who have not used each service, the majority of Carlsbad residents are "very satisfied" with all services. Top-rated services include in-person customer service (83 percent), printed books (82 percent), access to computers, the Internet, online research databases (68 percent), and wireless internet access (67 percent). There are no statistically significant differences by demographic subgroup for satisfaction with each of the library's services and programs. [bw] RESEARCH PARTNERSHIP 9 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Figure 7: Resident Survey-Satisfaction with Library Services and Programs (General Population), 20176 In-person customer service Printed books Access at the library to computers, the Internet and online research databases Wireless Internet access Events for all ages such as author talks and lectures Downloadable audiobooks and ebooks Printed magazines • Very satisfied Somewhat satisfied • Neither satisfied nor dissatisfied • Somewhat dissatisfied • Very dissatisfied 6 This analysis is displayed with "Haven't used" and "DK/ NA" responses factored out. For information on the percentage of respondents that reported they have not used a service, please refer to Appendices Band C to the resident and customer survey toplines. [bw] RESEARCH PARTNERSHIP 10 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Figure 8: Resident Survey -Satisfaction with Library Services and Programs (Targeted Populations), 20177 Youth classes and activities such as storytime Adult classes and activities such as computer classes and book clubs Adult literacy tutoring and instruction I 77.8% 11.6% 9.1% 61.8% 20.0% 51.1% 13.5% , • Very satisfied Somewhat satisfied • Neither satisfied nor dissatisfied • Somewhat dissatisfied • Very dissatisfied Importance-Satisfaction Analysis A cross-reference between user importance and satisfaction creates a framework to identify opportunities for improvement. Figure 9 plots importance, use, and satisfaction for each of the 10 services tested; the services with dotted lines are the three services that are geared towards targeted populations as in Figure 8 above. The size of the bubbles reflects relative usage of these services and programs, while the four quadrants denote some combination of importance and satisfaction. The left quadrants signify areas for improvement (high/low importance and low satisfaction), and the right quadrants represent services and programs that have high satisfaction and high or low importance; these are areas for continued emphasis. This analysis was done with "Haven't used" and "DK/NA" factored out, providing an accurate representation of satisfaction based on residents who have used these services. It is important to note that because satisfaction is so high, the average level of satisfaction across these seven services was 69 percent "very satisfied." As such, the services that fall under "opportunities for improvement" are not necessarily low in satisfaction, but below the overall 69 percent average satisfaction across the seven services. All services received a "very satisfied" rating from at least half of all surveyed residents who reported use of each service tested. Wireless internet access as well as access to computers, the Internet, and on line research databases just barely fall under high priority areas for 7 This analysis is displayed with "Haven't used" and "DK/ NA" responses factored out. For information on the percentage of respondents that reported they have not used a service, please refer to Appendices B and C to the resident and customer survey toplines. [bw] RESEARCH PART NERSHIP 11 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts improvement (high importance and low satisfaction); this is because they are just one to two points below the average level of satisfaction. Other opportunities for improvement, though rated lower in importance, include downloadable audiobooks, events for all ages, and printed magazines. The remaining services-printed books and in-person customer service-were rated as highly important and satisfactory. With regards to the remaining three targeted population services, the most used service-youth classes and activities such as story-time-received the highest overall rating in both importance and satisfaction; 78 percent of residents reported they are "very satisfied" while 53 percent rated this service as "extremely important." Adult classes such as computer classes and book clubs as well as adult literacy tutoring are slightly below average in both satisfaction and importance and are thus slotted for secondary areas for improvement. The "n" in parentheses for each of the services in the following chart denotes the number of survey respondents that reported some level of satisfaction with each service. It excludes any 11Haven't used" and 11DK/NA" responses. [bw] RESEARCH PARTNERSHIP 12 [bw] Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Figure 9: Resident Survey-Library Importance-Satisfaction M atrix, 20178 +-' C: (1l t 0 Q. E 90% 80% 70% 60% 50% Opportunities for Improvement I High Importance, Low Satisfaction I ' Continued Emphasis I High Importance, High Satisfaction '----------~--------------------IOJ __ ! ____ LAJ ----------------------------40% ' I_ 30% 20% 0 Opportunities for Improvement II Continued Emphasis II 10% Low Importance, Low Satisfaction Low Importance, High Satisfaction 0% 40% 50% 60% 70% 80% 90% Very satisfied O A. In-person customer service (n=283) O B. Access at the library to computers, the Internet and on line research databases (n=201) OC. Events for all ages such as author talks and lectures (n=129) "\D. Youth classes and activities such as storytime (n=124) E. Adult classes and activities such as computer clas ses and book clubs (n=60) F. Adult literacy tutoring and instruction (n=27) O G. Wireless Internet access (n=183) O H. Downloadable audiobooks and ebooks (n=133) I. Printed books (n=284) O J. Printed magazines (n=109) 8 It should be noted that the chart is scaled to begin at 40 percent on the x-axis. This is done for ease of viewing. The quadrants would remain the same if scaled to zero percent because they are based on average importance and satisfaction, as denoted by the lines. When scaled to zero percent, the bubbles are too compact, as satisfaction levels are high for each of the services. RESEARCH PARTNERSHIP 13 100% Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts RESIDENT CULTURAL ARTS RESULTS RESIDENT CULTURAL ARTS USAGE TGIF Concerts in the Parks are the most frequented Cultural Arts event, with 32 percent of residents reporting attendance (regularly or sometimes). About four in ten residents report that they have visited the Cannon Art Gallery or attended events at the Schulman Auditorium (see Figure 1). Residents who reported that they are either very or somewhat informed regarding Library services and programs are more likely to attend Cultural Arts events-either regularly or sometimes-like TGIF Concerts, the Cannon Art Gallery, or events at the Schulman Auditorium (either regularly or sometimes). RESIDENT CULTURAL ARTS IMPORTANCE AND SATISFACTION Importance Carlsbad residents generally rate Cultural Arts services as important; at least seven in ten indicated that music performances such as TGIF Concerts in the Parks (81 percent), theatre and music performances at Schulman auditorium (74 percent), and art exhibitions at the Cannon Art Gallery (67 percent) are important. Residents with children are more likely to report that TGIF concerts are "extremely important." Residents with a household income between $50,001 and $75,000 are more likely to rate films as well as theatre and dance performances at Schulman Auditorium as extremely important compared to those that make over $75,001. Young adults 18 to 34 are more likely to rate art exhibitions at Cannon Art Gallery as extremely important compared to those 35 years of age or older. In general, women are more likely to rate these Cultural Arts events as more important compared to men. [bw] RESEARC H PARTNERSHIP 14 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Figure 10: Resident Survey -Importance of Cultural Arts Events and Programs, 2017 TGIF Concerts in the Parks Theatre and music performances at Schulman auditorium Art exhibitions at the Cannon Art Gallery Films being shown at Schulman auditorium • Extremely important .. 'Important Satisfaction and Usage 41.7% • Not too important 12.0% 7.0% 13.5% 12.5% 18.2% 14.7% 22.0% 15.7% DK/NA Of those who have attended each event, residents are most satisfied with theatre and music performances at Schulman auditorium (92 percent), followed by TGIF concerts in the parks (91 percent), art exhibitions at Cannon Art Gallery (88 percent), and films being shown at Schulman auditorium (86 percent). More than 70 percent of residents surveyed reported that they have not attended Foreign Film Fridays, and over half of residents have also not attended theatre and music performances (61 percent) or art exhibitions (59 percent). It is important to note that satisfaction is largely affected by attendance; programs with higher rates of attendance also have high satisfaction scores. For example, the greatest change across each of the four programs is the increase in usage and satisfaction for theatre and music performances at the Schulman auditorium. In 2015, 73 percent of residents had not attended this program, compared to 61 percent in 2017. At the same time, the percentage of residents who report they are "very satisfied" with this event increased by 10 points since 2015. 9 There are no statistically significant differences by demographic subgroups for satisfaction with Cultural Arts events. 9 It is possible that the increase in satisfaction is a result of the Auditorium re-design. [bw] RESEARCH PARTNERSHIP 15 [bw] Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Figure 11: Resident Survey-Satisfaction with Cultural Arts Events and Programs, 201710 TGIF Concerts in the Parks Theatre and music performances at Schulman auditorium Art exhibitions at the Cannon Art Gallery Films being shown at Schulman Auditorium • Very satisfied Somewhat satisfied • Neither satisfied nor dissatisfied • Somewhat dissatisfied • Very dissatisfied 10 This analysis is displayed with "Haven't used" and "DK/ NA" responses factored out. RESEARCH PARTNERSHIP 16 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Information and Communications Residents mostly seek information and communication regarding Carlsbad Library and Cultural Arts events from the library website (34 percent), internet searches (22 percent), and fliers at the library or community center (15 percent). To a lesser extent, about one in ten also noted the City of Carlsbad website, library e-newsletters, and other regional communications. Figure 12: Resident Survey-Program and Event Information, 2017 Library website Internet search Fliers at the library or community center ••••••e1.m. I Other regional communications {mailers, magazines, etc.) ••••[il&I [bw] RESEARCH PARTNERSHIP City of Carlsbad website Library E-newsletters Carlsbad Library on Facebook ,-m:.ai.u:l• Cultural Arts E-newsletters ••• 5.2% Cultural Arts website 4.8% City of Carlsbad E-newsletters ArtNews quarterly publication Digital signage at the library City of Carlsbad magazine Carlsbad Library on Twitter Other ••• DK/NA 5.9% ~ " ' . 17 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts LIBRARY CUSTOMER RESULTS CUSTOMER USAGE Seventy-one percent of Carlsbad patrons visit the Dove Library "regularly" or "sometimes" compared to 66 percent for the Cole Library and 18 percent for the Library Learning Center. Nearly half (46 percent) of patrons also use the library's web-based services from a non- Carlsbad library location at least once a month if not once a week or more. As with residents, customers who live in northern Carlsbad (92008 and 92010) are more likely to regularly visit Cole Library (69 percent) compared to southern Carlsbad residents (15 percent). Southern Carlsbad residents (92008 and 92011) are more likely to regularly visit Dove Library (78 percent) compared to northern residents (15 percent). Hispanic or Latino customers are more likely to regularly visit the Library Learning Center (SO percent) compared to all other ethnicities. In general, Carlsbad residents across all four zip codes are more likely to regularly attend TGIF Concerts in the parks compared to non-Carlsbad residents. Southern Carlsbad residents are more likely to regularly attend events at the Schulman Auditorium compared to customers that live in northern Carlsbad or outside of Carlsbad. [bw] RESEARCH PARTNERSHIP 18 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Figure 13. Customer Survey -Frequency of Visit, 2017 Visit Carlsbad's Cole Library next to City Hall Visit Carlsbad's Dove Library off of El Camino Real Access the Carlsbad Library's web-based services from a location outside of the Library Visit Carlsbad's Library Learning Center on Eureka Place Attend TGIF Concerts in the Parks Visit the Cannon Art Gallery or the Carlsbad Sculpture Garden Attend events at the Schulman Auditorium at Dove Library 16.6% 17.5% 18.8% • Regularly II Sometimes [bw] RESEARCH PARTNERSHIP 20.7% 17.2% 18.8% 22.6% . . 46.7% . , --": ~ ' ~ . 23.4% • Seldom • Never 19 CUSTOMER SATISFACTION Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Nearly every patron that was surveyed (99 percent) rated the library positively-eit her excellent or good; 80 percent reported the library is "excellent." These positive ratings have been consistently above 97 percent since 2011, and this is the highest year over the last four survey terms. Nearly all customers (99 percent) are also very or somewhat satisfied with the library's facilities. There are no statistically significant differences across age, gender, zip code, ethnicity, or household income with regards to customer satisfaction. Figure 14: Customer Survey -Carlsbad Library Rating, 2011-2017 79.6% 0.3% 0.3% Excellent Good Fair Poor • 2011 78.4% 19.0% 1.1% 0.2% •2013 78.6% 18.8% 2.5% 0.0% II 2015 78.2% 19.7% 1.3% 0.2% • 2017 79.6% 19.9% 0.3% 0.3% Figure 15: Customer survey -Satisfaction with Facilities [bw] RESEARCH PARTNERSHIP 0.3% Somewhat satisfied 0.3% •2011 •2013 2015 •2017 0.0% 0.0% Very poor DK/NA 0.0% 1.3% 0.0% 0.0% 0.0% 0.5% 0.0% 0.0% 20 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts CUSTOM~R IMPORTANCE AND SATISFACTION Importance Printed books (83 percent), in-person customer service (67 percent), wireless internet access (65 percent), access at the library to computers, the Internet and on line research databases (64 percent), youth classes and activities such as story time (58 percent), adult literacy tutoring and instruction (55 percent), and downloadable audiobooks and e-books (52 percent) were ranked "extremely important" by the majority of Library patrons. Potential new services-streaming music and movie services-were reported to be "extremely important" by less than 20 percent of customers. Both in-person customer service (five-point increase in extremely important since 2011) and access to computers, the Internet, and online research databases (10-point increase in extremely important since 2011) have risen in importance over the last four survey terms. Customers that reported a household income of more than $100,000 are most likely to indicate that events for all ages are important (98 percent extremely important or important) compared to all other income categories. Women are more likely to indicate that adult classes and activities such as computer classes and book clubs are important compared to men (94 percent vs. 86 percent); the same is true for adult literacy tutoring and instruction (93 percent vs. 85 percent). Customers with at least one child in their household were more likely to report that downloadable audiobooks and e-books are important (93 percent) compared to customers without children (84 percent). Printed magazines are more important to customers 55 years of age or older (87 percent) compared to customers under 35 (71 percent). There are no statistically significant differences across demographic subgroups with regards to the importance of streaming music and movie services. [bw] RESEARCH PARTNERSHIP 21 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Figure 16: Customer Survey-Importance of Library Services and Programs, 2017 Printed books In-person customer service Wireless internet access Access at the library to computers, the Internet, and online research databases Youth classes and activities such as storytime Adult Literacy tutoring and instruction Downloadable audiobooks and ebooks Events for all ages such as author talks and lectures Adult classes and activities such as computer classes and book clubs Printed magazines Streaming music service like Pandora or Spotify Streaming movie service like Netflix or Hulu • Extremely important Satisfaction and Usage _ Important • Not too important As with the resident survey section, the following analysis has factored out "Haven't used" and "DK/NA" responses to provide a cleaner read on overall satisfaction of each service tested. The majority of patrons are very satisfied with each of the seven general population services. Specifically, more than three-quarters are "very satisfied" with in-person customer service (89 percent), printed books (84 percent), access to computers, the Internet, and online research databases (80 percent), and printed magazines (79 percent). Young adult customers between the ages of 18 and 34 (95 percent) and 35 to 54 (86 percent) are more likely to be very or somewhat satisfied with youth classes and activities compared to residents over the age of 54 {68 percent). Customers with children {90 percent) are also more satisfied than those without {65 percent), indicating that the primary customer base for this service is highly satisfied. There are no other statistically significant differences in satisfaction with each of the tested services across demographic subgroups. [bw] RESEARCH PARTNERSHIP 22 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Figure 17: Customer Survey-Satisfaction with Library Services and Programs (General Population), 201711 In-person customer service Printed books Access at the library to computers, the Internet, and online research databases Printed magazines Wireless Internet Access Events for all ages such as author talks and lectures Downloadable audiobooks and ebooks • Very satisfied Ii Somewhat satisfied • Neither satifisfied nor dissatisfied • Somewhat dissatisfied • Very dissatisfied 11 This analysis is displayed with "Haven't used" and "DK/ NA" responses factored out. For information on the percentage of respondents that reported they have not used a service, please refer to Appendices B and C to the resident and customer survey toplines. [bw] RESEARCH PARTNERSHIP 23 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Fo r the following three targeted population services, the majority of customers are also satisfied with their provision. Specifically, 69 percent of patrons are (/very satisfied" with youth classes and activities, followed by 62 percent very satisfied with adult literacy tutoring, and 60 percent very satisfied with adult classes and activities. Figure 18. Customer Survey -Satisfaction with Library Services and Programs (Targeted Populations), 201712 Youth classes and activities such as storytime 13.0% 13.7% Adult literacy tutoring and instruction 19.9% Adult classes and activities such as computer classes and book clubs lS.7% • Very satisfied ' Somewhat satisfied • Neither satifisfied nor dissatisfied • Somewhat dissatisfied • Very dissatisfied Importance-Satisfaction Analysis As with the resident survey, importance, satisfaction, and relative usage as reported by customers were plotted on the same chart for the 10 tested services to identify opportunities for improvement and areas for continued emphasis; the services with dotted lines are the three services that are geared towards targeted populations. Highest priority opportunities for improvement include wireless internet access and downloadable audiobooks and e-books; these areas all received above average importance, but below average satisfaction scores. Events for all ages can be cons idered secondary areas for improvement as they received both below average importance and satisfaction ratings. The remaining services fall in the continued emphasis categories-above average satisfaction and high or low importance. Again, it is important to note that because satisfaction is so high, the average level of satisfaction across these seven services was 77 percent (/very satisfied". As such, the services that fall under "opportunities for improvement" are not necessarily low in satisfaction, but below the overall 77 percent average satisfaction across the seven services. With regards to the three targeted population services, youth classes and activities is the most used service; as with the resident survey, this service also received above-average levels of 12 This analysis is displayed with "Haven't used" and "DK/ NA" responses factored out. For information on the percentage of respondents that reported they have not used a service, please refer to Appendices Band C to the resident and customer survey toplines. [bw] RESEARCH PARTNERSH IP 24 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts satisfaction and importance. Fifty-eight percent of patrons reported this service extremely important and 69 percent indicated that they are very satisfied. The "n" in parentheses for each of the services in the following chart denotes the number of survey respondents that reported some level of satisfaction with each service. It excludes any "Haven't used" and "DK/NA" responses. [bw] RESEARCH · . PARTNERSHIP 25 [bw] Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Figure 19: Customer Survey-Library Importance-Satisfaction Matrix, 201713 ... C: "' .... '-0 C. .§ .2:" Cl) E ~ ... X LU 95% 85% 75% 65% 55% Opportunities for Improvement I High Importance Low Satisfaction (F) I Co~tinued Emphasis I High Imp. High Sat. I I # , '(E) . , -----!--------------------------------· 45% i I Opportunities for Improvement II Low Importance Low Satisfaction Continued Emphasis II LOl(V Imp. High Sat. 35% 50% 55% 60% 65% 70% 75% 80% 85% Very satisfied OA. In-person customer service (n=288) O B. Access at the library to computers, the Internet and on line research databases (n=264) OC. Events for all ages such as author talks and lectures (n=167) "\ D. Youth classes and activities such as storytime (n=146) 'E. Adult classes and activities such as computer classes and book clubs (n=108) F. Adu lt literacy tutoring and instruction (n=76) O G. Wireless Internet access (n=207) O H. Downloadable audiobooks and ebooks (n=138) 0 1. Printed books (n=290) O J. Printed magazines (n=200) 90% 13 It should be noted that the x-and y-axes are not scaled to begin at zero percent. This is done for ease of viewing. The quadrants would remain the same if scaled to zero percent because they are based on average importance and satisfaction, as denoted by the lines. When scaled to zero percent, the bubbles are too compact, as satisfaction levels are high for each of the services. RESEARCH PARTNERSHIP 95% 26 100% Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts CUSTOMER CULTURAL ARTS RESULTS CUSTOMER CULTURAL ARTS USAGE The Cannon Art Gallery and Carlsbad Sculpture Garden are t he most frequented of Cultu ral Arts programs, with 31 percent of customers reporting attendance at least once a month (see Figure 13 for more detail). CUSTOMER CULTURAL ARTS IMPORTANCE AND SATISFACTION Importance More than four out of five customers felt that each event or program listed was at least important (extremely important and important). Art exhibitions at the Cannon Art Gallery (38 percent) and t heatre and music performances at Schu lman Auditorium (37 percent) received the highest percentage of "extremely important" ratings. Figure 20: Customer Survey -Importance of Cultural Arts Events and Programs, 2017 Art exhibitions at the Cannon Art Gallery Theatre and music performances at Schulman Auditorium M usic performances such as TGIF Concerts in the Parks Films shown at Schulman Auditorium [bw] RESEAR C H · PARTNERSHIP • Extremely important Eill Important 48.0% 50.8% 49.1% 52.1% • Not too important 13.7% 12.6% 15.0% 17.5% 27 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Satisfaction and Usage The majority of customers who have attended a Cultural Arts event are very satisfied with these programs. In the top two, with more than 70 percent, are theatre and music performances at the Schulman auditorium (75 percent) and films being shown at the Schulman Auditorium (73 percent); these two programs received the largest percentage of very satisfied ratings among all patrons surveyed. Figure 21: Customer Survey-Satisfaction with Cultural Arts Events and Programs, 201714 Theatre and music performances at Schulman Auditorium Films shown at Schulman Auditorium Music performances such as TGIF Concerts in the Parks Art exhibitions at the Cannon Art Gallery • Very satisfied Somewhat satisfied • Neither satifisfied nor dissatisfied • Somewhat dissatisfied • Very dissatisfied 14 This analysis is displayed with "Haven't used" and "DK/ NA" responses factored out. For information on the percentage of respondents that reported they have not used a service, please refer to Appendices Band C to the resident and customer survey toplines. [bw] RESEARCH PARTNERSHIP 28 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Information and Communications The majority of patrons get communications regarding the Carlsbad Library and Cultural Arts Events through the library website (59 percent) or fliers at the library or community center (59 percent). Almost two in ten reported receiving information from library e-newsletters (17 percent). Figure 22. Customer Survey -Program and Event Information, 2017 Library website Fliers at the library or community center [bw] RESEARCH PARTNERSHIP Library e-newsletters Digital signage at the library Cultural Arts e-newsletters ArtNews quarterly publications Cultural Arts website Carlsbad Library on Facebook Carlsbad Library on Twitter Other 59.2% 58.6% 29 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Focus GROUP S UM MARY & KEY FIN DINGS For this 2017 study, the research team conducted two focus group sessions at the Library Learning Center to delve deeper into the following topics: library usage, including the physical space vs. web services and what could increase usage; communications; Cultural Arts attendance, including awareness and barriers; potential interest in streaming music and video services; and, additional programs, facilities, or resources that could be offered. Participants were selected based on their survey responses, with the first group focusing on less satisfied individuals and the second group comprising younger adults under the age of 40, with mixed satisfaction.15 The following are key findings based on these focus group sessions 16: In general, increased communication with residents and potential patrons is key to improving attendance to events and programs. Participants reported feeling generally unaware of events and programs at the library and that the library could increase attendance by improving event promotion and marketing. Suggestions for communication channels included special event signs around the city, better web advertising, and use of social media sites such as Nextdoor, Facebook, and maybe lnstagram for young adults. Many individuals noted that they would be interested in signing up for an app, email, or text alerts that came with an "opt-in" preference where individuals could select the programs, events, or services they are interested in and receive tailored alerts based on these preferences with regards to the time and date details of specific program offerings. Also important to note, is a potential generationally-related expansion of strategies in order to attract different demographics by using a variety of social media and other technology sources of information circulation. Some issues with regards to events and programs include both the timing and strategic communication of events. Participants indicated that while they do find the Cultural Arts events to be important, they are often scheduled adjacent to work hours. Improved variety in scheduling and types of events could increase attendance. Interest in streaming music or video services is highly dependent on the library's ability to tap into something unique or specific not already available via other services. Most participants already have Pandora, Spotify, Amazon, Netflix, Hulu, or Roku. Because of this, they noted that there was little use-value for the library to provide something that most patrons already have at home. Offerings that would interest older patrons around 40 years of age or older included Broadway plays, live performances, operas, concerts, or musicals. Interestingly, all age cohorts mentioned a music service that highlighted local music or bands would pique their interest. With regards to video services, participants noted educational programs for children or academic lecture series that are not freely available elsewhere. In general, some individuals noted concern that spending money on these new services would take away from other important services. 15 It should be noted that because there are so few individuals not satisfied with the Library and Cultural Arts events and programs, the first group was expanded to include a few "somewhat satisfied" individuals. 16 It should be noted that sample sizes for the focus groups were under 20 individuals and are thus below the target sample size to assume a normal distribution and generalizability of the results. [bw] RESEARCH · .. . PARTNERSHIP 30 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Many participants mentioned interest in self-exploration-type programs, services, or resources. Across both focus groups, individuals noted they would like to see more self- improvement, self-help, and mindfulness resources for stress management and mental health; this was true across age cohorts. Other requests included more language classes, teen programs, small business resources, and tutors for language and homework help. [bw] RESEARCH . . PARTNERSHIP 31 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts APPENDIX A: METHODOLOGY The table below provides an overview of t he methodology utilized for the project. Table 1. Overview of Project Methodology Method Resident Telephone and Web Survey in English Patron Intercept Survey in English and Spanish Resident Survey: 89,048 Residents 18 years and older within the City Universe Intercept Survey: Library Patrons 18 years and older at Dove and Cole Libraries, and the Library Learning Center Number of 400 Residents Completed a Telephone or Web Survey Respondents 367 Library Customers Completed an Intercept Survey Average Length Resident Survey: 10 minutes Intercept Survey: 10 minutes Field Dates Resident Survey: September 26-October 9, 2017 Intercept Survey: October 26 -November 1, 2017 SURVEY DESIGN Through an iterative process, BW Research worked closely with the library to develop a survey instrument for both the telephone and intercept surveys. In developing the instruments, BW Research utilized techniques to overcome known biases in survey research and minimize potential sources of measurement error within the surveys. SAMPLING AND DATA COLLECTION Telephone Survey of Residents BW Research utilized a mixed-method sampling plan that incorporated both a random digit dial (RDD) methodology (listed and unlisted traditional land line numbers) and a listed sample of residents (listed land line and cell phone numbers) known to live within the City of Carlsbad or known to be a cell phone number. The ROD methodology is based on the concept that all residents with a traditional land line telephone in their home have an equal probability of being called and invited to participate in the survey. The listed sample supplemented the ROD methodology and included both land lines and cell phones and allowed for targeted calling to demographic groups of residents typically under-represented in traditional telephone survey research . Screener questions were utilized at the beginning of the survey to ensure that the residents who participated in the survey lived within the City of Carlsbad. Interviews were generally conducted from 5:00 pm to 8:00 pm Monday through Friday and 10:00 am to 2:00 pm on Saturday and Sunday to ensure that residents who commuted or were not at home during the week had an opportunity to participate. [bw] RESEARCH ' PART NERSHIP 32 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Intercept Survey of Library Patrons Working with staff, BW Research selected eight shifts over an eleven-day period to serve as the basis for data collection. Four of the shifts were at Dove Library, two were at the Cole Library, and two were at the Library Learning Center (LLC). Interviewers consisted of community members hired by the research team. Interviewer training was provided by BW Research. Each interviewer participated in a training session prior to beginning the project as well as a briefing at the start of each shift. Training topics included: an introduction to the project; the process for distributing and collecting the surveys; standard interviewer protocol; how to approach library patrons and ask them to complete a survey; and how to deal with uncooperative library patrons. Interviewers were stationed outside the front entry ways ofthe libraries and chairs and tables with adequate shade was provided to all survey participants. Table 2. Intercept Survey Schedule Date Location Interviewers Shift Completed Surveys October 26, 2017 Cole 2 10 am-3 pm 89 October 27, 2017 Dove 2 10 am-3 pm 94 October 28, 2017 Cole 2 12 pm-5 pm 80 October 29, 2017 Dove 2 1 pm-5 pm 67 October 30, 2017 LLC 1 2 pm-7 pm 14 -November 1, 2017 LLC 1 10 am-3 pm 23 Focus Groups Two focus groups were held on January 23'd, 2018-one at 3:30 pm and the second at 5:30 pm. The focus groups were held at the Library Learning Center, with audio/video recording to produce two sets of DVDs, one for each session. The first group was comprised of mixed ages, with a focus on less satisfied individuals. The second group was primarily younger individuals (under the age of 40), but with mixed satisfaction. It should be noted that because there are so few individuals not satisfied with the Library and Cultural Arts events and programs, the first group was expanded to include a few "somewhat satisfied" individuals. A NOTE ABOUT MARGIN OF ERROR Although the overall margin of error for the telephone survey, at the 95 percent level of confidence, is between +/-2.93 percent and+/-4.89 percent (depending on the distribution of each question) for questions answered by all 400 respondents, it is important to note that questions asked of sma ller groups of respondents (such as questions that were only asked of website users) or analysis of sub-groups (such as examining differences by length of residence or gender) will have a margin of error greater than +/-4.89 percent, with the exact margin of error dependent on the number of respondents in each sub-group. [bw] RESEARC H . . PARTNERSHIP 33 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts APPENDIX B: RESIDENT TOPLINES City of Carlsbad Library & Cultural Arts Resident Survey (n=400) Introduction: Hello, my name is and I'm calling on behalf of the City of Carlsbad. The City has hired BW Research, an independent research agency, to conduct a survey concerning topics in your community and we would like to get your opinions. This should just take a few minutes of your time. For statistical reasons, I would like to speak to the youngest adult male currently at home that is at least 18 years of age. (Or youngest female depending on statistics of previous completed interviews) Screener Questions A. Before we begin, I want to confirm that you live within our study area . Are you currently a resident of the City of Carlsbad? 100.0% Yes 0.0% No [THANK AND TERMINATE] B. Are you a Carlsbad City Council member, City of Carlsbad library board member, City of Carlsbad Arts Commiss ion er, or do you work for the City of Carlsbad? 0.0% Yes [THANK AND TERMINATE] 100.0% No C. And what is your home zip code? (If respondent gives the PO Box zip codes 92013 or 92018, prompt them to give their home zip code for survey purposes). 27.5% 92008 37.9% 92009 13.1% 92010 21.6% 92011 0.0% Other [THANK AND TERMINATE] 0.0% Don't know/ Refused [THANK AND TERMINATE] [bw] RESEARCH PARTNERSHIP 34 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Library Usage and Satisfaction Profile 1. To begin, how long have you lived in the City of Carlsbad? 0.9% Less than 1 year 22.1% 1 to 4 years 23.6% 5 to 9 years 16.9% 10 to 14 years 36.6% 15 years or more 0.0% [DON'T READ] Don't know/ Refused 1. Next, I would like to ask how often you, or members of your household, use each of the following services. How often do you_, regularly, sometimes, seldom, or never? (REPEAT QUESTION FOR EACH ITEM) (If needed, regularly is once a week or more, sometimes is once a month or more, and seldom is less than once a month) RANDOMIZE (DON'T READ) Regularly Sometimes Seldom Never DK/NA A. Visit carlsbad's Cole Library next to City 6.6% 16.8% 27.8% 48.7% 0.0% Hall B. Visit Carlsbad's Dove Library off of El 20.0% 24.4% 30.4% 25.1% 0.2% Camino Real C. Visit Carlsbad's Library Learning Center 1.2% 7.2% 9.7% 80.2% 1.7% on Eureka place D. Access the carlsbad Library's web- based services, from a location outside 14.9% 17.0% 20.6% 46.9% 0.6% of the Library E. Attend TGIF Concerts in the parks 11.4% 20.3% 23.8% 44.3% 0.2% F. Attend events at the Schulman 3.1% 13.6% 23.6% 59.1% 0.6% Auditorium at Dove Library G. Visit the Cannon Art Gallery or the 3.0% 14.8% 22.6% 58.2% 1.5% Carlsbad Sculpture Garden [IF NEEDED FOR Q2A-This is the Library off of Carlsbad Village Drive Just East of the 5 Freeway. [bw] RESEARCH . . PARTNERSHIP 35 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Q2B -This is the Library in Southern Carlsbad near Aviara Parkway and El Camino Real. Q2C -This is the Library center across from Holiday Park. Q2G -The Gallery is at Dove Library and the sculpture garden is next to Cole Library) Q3 through Q4 asked of both Regular and Online Carlsbad Library users [ASK IF QOA or QOB or Q2C or Q2D = (Regularly, Sometimes, OR Seldom), OTHERWISE SKIP TO 05] 2. And when was the last time you visited a Carlsbad Library or used its on line or web-based services? (n=329) 46.9% Within the last month 23.7% Within the last two to six months 9.8% Within the last seven to 12 months 19.7% More than a year ago 0.0% [DON'T READ] Don't know/ Refused 3. Generally speaking, how would you rate the Carlsbad Library? (n=329) 62.8% Excellent 31.6% Good 1.9% Fair 0.5% Poor 0.0% Very poor 3.2% [DON'T READ] Don't know/ Refused Next, I would like to ask you about the services and programs that are offered at the Carlsbad Library. 4. Overall, how informed are you about the services and programs at the Carlsbad Library? 14.1% Very informed 35.4% Somewhat informed 48.0% Generally uninformed 2.5% [DON'T READ] Don't know/ Refused Satisfaction/ Importance of Services and Programs [bw] RESEARCH PARTNERSHIP 36 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Now I would like to ask you about the importance of different services and programs offered by the Carlsbad Library. 5. For each of the following current or potential library programs and services, please tell me if you feel it is extremely important, important, or not too important. Here's the (first/next) one (READ ITEM): Do you feel this library program or service is extremely important, important (if needed : just important), or not too important? RANDOMIZE [DON'T Extremely Nottoo READ] important Important important DK/NA A. In-person customer service 55.6% 35.2% 7.0% 2.2% B. Access at the library to computers, the 58.9% 27.8% 11.2% 2.1% Internet and online research databases C. Events for all ages such as author talks and 30.5% 50.8% 15.5% 3.2% lectures D. Youth classes and activities such as storytime 51.3% 36.5% 9.3% 3.0% E. Adult classes and activities such as computer 31.9% 49.0% 16.0% 3.2% classes and book clubs F. Adult literacy tutoring and instruction 37.3% 41.2% 17.0% 4.5% G. Wireless Internet access 68.0% 23.8% 6.1% 2.1% H. Downloadable audiobooks and ebooks 42.1% 40.9% 13.2% 3.9% I. Printed books 64.7% 27.1% 6.0% 2.3% J. Printed magazines 13.7% 36.6% 46.5% 3.1% K. Streaming music service like Pandora or 10.8% 25.4% 59.0% 4.8% Spotify L. Streaming movie service like Netflix or Hulu 13.9% 27.3% 55.7% 3.1% Q7 Only asked of Library Users (Regular and Online) ASK IF Q2A or Q2B or Q2C or Q2D =(Regularly, Sometimes, OR Seldom), OTHERWISE SKIP TO 09 [bw] RESEARCH PARTNERSHIP 37 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts 6. Now I'm going to read a similar li st of services and programs provided by the Carlsbad Library. For each one, please tell me if you have ever used this service or program at a Carlsbad library, and if so, please indicate how satisfied you are with the job the Library is doing to provide each service to residents. Here's the (first/next) one , Have you ever used this program or service at a Carlsbad library and if so, are you satisfied, dissatisfied or neither satisfied nor dissatisfied with the service. (GET ANSWER AND THEN ASK:) Would that be very (satisfied/dissatisfied) or somewhat (satisfied/dissatisfied)? (n=329) RANDOMIZE Neither Haven't Very Somewhat satisfied nor used satisfied satisfied dissatisfied A. In-person customer 12.7% 71.8% 10.6% 3.1% service B. Access at the library to computers, the 36.0% 41.8% 14.3% 4.0% Internet and online research databases C. Events for all ages such as author talks 57.7% 25.4% 9.4% 4.2% and lectures D. Youth classes and activities such as 59.8% 29.3% 4.4% 3.4% storytime E. Adult classes and activities such as 78.1% 11.2% 3.6% 3.3% computer classes and book clubs F. Adult literacy tutoring 86.8% 4.3% 1.1% 3.0% and instruction G. Wireless Internet 41.3% 37.4% 10.0% 5.1% access H. Downloadable audiobooks and 57.7% 22.5% 11.3% 5.1% ebooks I. Printed books 12.4% 71.1% 11.8% 2.5% J. Printed magazines 63.1% 20.0% 7.4% 5.7% Next, I would like to ask you about Carlsbad City Library facilities QB asked of both Regular and Online Carlsbad Library users [bw] RESEARCH PARTNERSHIP Somewhat Very dissatisfied dissatisfied 0.0% 0.6% 0.7% 0.3% 0.0% 0.0% 0.4% 0.2% 0.0% 0.0% 0.0% 0.0% 3.1% 0.0% 1.4% 0.0% 0.5% 0.4% 0.2% 0.0% [DON'T READ] DK/NA 1.2% 2.9% 3.2% 2.5% 3.7% 4.8% 3.0% 1.9% 1.2% 3.6% 38 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Librafy & Cultural Arts [ASK IF QOA or QOB or Q2C or Q2D = (Regularly, Sometimes, OR Seldom), OTHERWISE SKIP TO Q9] 7. Overall are you satisfied or dissatisfied with the Library's facilities? (GET ANSWER, THEN ASK:) Would that be very (satisfied/dissatisfied) or somewhat (satisfied/dissatisfied)? (n=329) 75.1% Very satisfied 19.5% Somewhat satisfied 1.8% Somewhat dissatisfied 0.2% Very dissatisfied 3.4% [DON'T READ] Don't know/ Refused Cultural Arts Events and Programs Now I would like to ask you about the importance of different events and programs offered by Carlsbad's Cultural Arts office. 8. For each of the following events and programs, please tell me if you feel it is extremely important, important, or not too important. Here's the (first/next) one (READ ITEM): Do you feel this Cultural Arts event or program is extremely important, important (if needed: just important), or not too important? RANDOMIZE Extremely Nottoo (DON'T READ] im11ortant lm11ortant im11ortant DK/NA A. TGIF Concerts in the Parks 39.3% 41.7% 12.0% 7.0% B. Films being shown at Schulman 23.0% 39.2% 22.0% 15.7% auditorium C. Theatre and music performances at 31.6% 42.5% 13.5% 12.5% Schulman auditorium D. Art exhibitions at the Cannon Art 26.2% 40.9% 18.2% 14.7% Gallery [IF NEEDED SCHULMAN AUDITORIUM AND CANNON ART GALLERY ARE RIGHT NEXT TO THE DOVE LIBRARY] 9. Now I'm going to read the same list of events and programs provided by the Cultural Arts office. For each one, please tell me if you have ever attended this program or event, and if so, please indicate how satisfied you are with it. [bw] RESEARCH . . PARTNERSHIP 39 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Here's the (first/next) one , Have you ever been to this program or event provided by the Cultural Arts office and if so, are you satisfied, dissatisfied or neither satisfied nor dissatisfied with it. (GET ANSWER AND THEN ASK:) Would that be very (satisfied/dissatisfied) or somewhat (satisfied/dissatisfied)? RANDOMIZE Neither Haven't Very Somewhat satisfied nor Somewhat Very used satisfied satisfied dissatisfied dissatisfied dissatisfied A. TGIF Concerts in the 39.8% 43.1% 9.4% 3.8% 0.7% 0.5% Parks B. Films being shown at 71.5% 14.8% 4.3% 2.8% 0.3% 0.0% Schulman auditorium C. Theatre and music performances at 60.7% 26.1% 4.3% 2.5% 0.3% 0.0% Schulman auditorium D. Art exhibitions at the 59.0% 23.5% 6.8% 3.8% 0.3% 0.3% Cannon Art Gallery 10. La stly, I would li ke to know where you look for information and communications about the Carlsbad Library and Cultural Arts? [DO NOT READ ACCEPT TWO RESPONSES] 34.4% Library website 22.2% Internet search 14.8% Fliers at the library or community center 10.7% Other regional communications (mailers, magazines, etc.) 10.4% City of carlsbad website 10.2% Library E-newsletters 5.4% Carlsbad Library on Facebook 5.2% Cultural Arts E-newsletters 4.8% Cultural Arts website 2.6% City of carlsbad E-newsletters 1.7% ArtNews quarterly publication 1.3% Digital signage at the library 0.5% City of carlsbad magazine 0.4% Carlsbad Library on Twitter 5.9% Other 18.1% Don't know/ Refused A. In what year were you born, 19_7 9.5% 18 to 24 years old [bw] RESEARCH PARTNERSHIP [DON'T READ) DK/NA 2.7% 6.3% 6.0% 6.4% 40 18.6% 14.9% 20.5% 17.0% 19.6% 25 to 34 years old 35 to 44 years old 45 to 54 years old 55 to 64 years old 65 years or older Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts B. Please tell me how many children under 19 years of age live in your household? 11.5% One 14.5% Two 9.2% Three or more 62.5% None [SKIP TO QD] 2.4% [DON'T READ] Refused [SKIP TO QD) C. What [if db="One" say is the age of the child] [if db="Two" or "Three or more" say are the ages of the Children] living in your household? [ALLOW MULTIPLE RESPONSES] (Multiple responses permitted, percentages may sum to more than 100%} (n=141) 34.9% 0 to 5 (pre-school) 52.2% 6 to 12 (grade-school) 49.1% 13 to 18 (middle and high school) 0.8% [DON'T READ] Refused D. What ethnic group do you consider yourself a part of or feel closest to? (IF HESITATE, READ): 80.2% White or caucasian 4.9% Hispanic or Latino 2.9% Asian 0.4% African American or Black 2.0% Other 9.6% [DON'T READ] Don't know/ Refused E. I am going to read some income categories, please stop when I reach the one that best describes your current total household income for the last 12 months? (IF HESITATE, READ): 1.2% Below $25,000 [bw] RESEARCH . . . · PARTNERSHIP 41 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts 5.6% $25,000 to $50,000 8.7% $50,001 to $75,000 15.6% $75,001 to $100,000 27.3% $100,001 to $175,000 21.9% More than $175,000 19.6% [DON'T READ] Don't know/ Refused F. Lastly, would you be interested in participating in future research sponsored by the City of Carlsbad Library and/or Cultural Arts Office (GET ANSWER, IF YES). So the City of Carl sbad can contact you in the future, may I get you name, the phone number and email you would prefer to be contacted at? 50.2% Yes 49.8% No G. Gender (Recorded from voice, not asked -QUESTION ADDED TO ONLINE SURVEY): 48.7% Male 51.3% Female APPENDIX C: CUSTOMER TOPLINES City of carlsbad Library & Cultural Arts Customer Survey (n=367) [bw] RESEARCH · PARTNERSHIP 42 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Please take a moment to complete this short survey about your experiences with the Carlsbad City Library and the City's Cultural Arts events and facilities. The survey is being conducted by an independent research firm, and all your individual responses will remain confidential. Please confirm that you are at least 18 years of age. Please also confirm that you are NOT a carlsbad City Council member, City of carlsbad Library board member, City of Carlsbad Arts Commissioner, or that you DO NOT work for the City of Carlsbad? 1. What is your home zip code? 26.0% 92008 13.5% 92009 7.5% 92010 12.2% 92011 41.2% Other 2. Generally speaking, how would you rate the Carlsbad Library? 79.6% Excellent 19.9% Good 0.3% Fair 0.3% Poor 3. Overall, how informed are you about the services and programs at the Carlsbad Library? 44.1% Very informed 45.5% Somewhat informed 10.5% Generally uninformed 4. How often do you, or members of your household, use each ofthe following services? Regularly Sometimes Seldom Visit carlsbad's Cole Library next to City Hall Visit carlsbad's Dove Library off of El camino Real [bw] RESEARCH PA~TNERSHIP 45.5% 40.4% 20.5% 17.3% 30.4% 18.6% Never 16.8% 10.6% 43 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Visit Carlsbad's Library Learning Center on Eureka Place 11.4% 6.1% 16.6% Access the Carlsbad Library's web-based services from a 25.4% 20.7% 17.2% location outside of the Library Attend TGIF Concerts in the Parks 10.8% 17.5% 18.8% Attend events at the Schulman Auditorium at Dove Library 9.2% 18.8% 23.4% Visit the Cannon Art Gallery or the Carlsbad Sculpture 10.1% 20.6% 22.6% Garden s. For each of the following library programs and services, do you feel it is extremely important, important, or not too important? [PLEASE SELECT ONE FOR EACH ITEM] Extremely Important important In-person customer service 67.1% 28.8% Access at the library to computers, the Internet, and online 63.8% 29.2% research databases Events for all ages such as author talks and lectures 49.4% 39.6% Youth classes and activities such as story-time 58.0% 33.9% Adult classes and activities such as computer classes and book clubs 49.0% 41.9% Adult literacy tutoring and instruction 54.6% 35.3% Wireless internet access 64.9% 27.4% Downloadable audiobooks and e-books 52.1% 36.4% Printed books 83.1% 14.8% Printed magazines 48.7% 34.6% Streaming music service like Pandora or Spotify 16.7% 33.9% Streaming movie service like Netflix or Hulu 13.6% 35.6% 6. Please let us know whether or not you have used these services. If you have used the service or program, please indicate your level of satisfaction. [bw] RESEARCH PARTNERSHIP Haven't used Very Somewhat satisfied satisfied Neither satisfied Somewhat nor dissatisfied dissatisfied 65.9% 36.7% 52.9% 48.6% 46.7% Not too important 4.1% 7.0% 10.9% 8.1% 9.1% 10.1% 7.7% 11.5% 2.1% 16.7% 49.4% 50.8% Very dissatisfied 44 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts In-person customer service 7.1% 82.6% 6.8% Access at the library to computers, the Internet, and online research 22.6% 61.6% 9.4% databases Events for all ages such as author 50.4% 34.4% 8.6% talks and lectures Youth classes and activities such as 56.2% 30.0% 5.7% story-time Adult classes and activities such as 67.5% 19.6% 5.7% computer classes and book clubs Adult literacy tutoring and 76.8% 14.3% 2.7% instruction Wireless internet access 36.3% 45.8% 9.8% Downloadable audiobooks and e-57.8% 26.9% 7.0% books Printed books 12.9% 73.3% 9.6% Printed magazines 38.5% 48.3% 8.6% 7. Overall, are you satisfied or dissatisfied with the Library's facilities? 91.6% Very satisfied 7.8% Somewhat satisfied 0.3% Somewhat dissatisfied 0.3% Very dissatisfied 0.6% 0.3% 3.5% 0.6% 5.0% 0.9% 6.0% 0.6% 5.1% 0.9% 4.6% 0.9% 4.0% 1.5% 3.4% 3.4% 1.5% 0.9% 2.8% 0.6% 8. For each of the following Cultural Arts events or programs, do you feel it is extremely important, important, or not too important? [PLEASE SELECT ONE FOR EACH ITEM] TGIF Concerts in the Parks [bw] RESEARCH . PARTNERSHIP Extremely important 35.9% Important Not too important 49.1% 15.0% 2.6% 2.3% 0.6% 1.5% 1.2% 0.6% 2.5% 1.5% 1.8% 1.2% 45 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts Films being shown at Schulman auditorium 30.4% 52.1% 17.5% Theatre and music performances at Schulman 36.6% 50.8% 12.6% auditorium Art exhibitions at Cannon Art Gallery 38.3% 48.0% 13.7% 9. Please let us know if you have used these services. If you have used the service or program, please indicate your level of satisfaction. Neither Haven't Very Somewhat satisfied Somewhat used satisfied satisfied nor dissatisfied dissatisfied TGIF Concerts in the Parks 53.2% 32.6% 10.5% 3.1% 0.6% Films being shown at Schulman 63.8% 26.4% 6.1% 3.3% 0.3% auditorium Theatre and music performances at 58.0% 31.5% 6.0% 3.6% 0.3% Schulman auditorium Art exhibitions at Cannon Art Gallery 50.5% 34.0% 9.8% 4.1% 0.3% 10. Lastly, where do you look for information and communication about the Carlsbad Library and Cultural Arts? [PLEASE SELECT UP TO lWO RESPONSES] 59.2% Library website 58.6% Fliers at the library or community center 16.6% Library e-newsletters 6.3% Digital signage at the library 5.1% Cultural Arts e-newsletters 4.5% ArtNews quarterly publications 3.9% Cultural Arts website 3.9% Carlsbad Library on Facebook 1.2% Carlsbad Library on Twitter 8.5% Other The demographic information from this survey will enable BW Research to conduct crosstabulation analyses of the data and assess whether differences to the main survey questions vary by resident subgroups. As with your survey responses, your demographic data will be kept confidential and all information will be displayed in summary format only. Are you: [bw] RESEARCH PARTNERSHIP Very dissatisfied 0.0% 0.0% 0.6% 1.3% 46 Carlsbad Library & Cultural Arts Report 2017 Conducted for Carlsbad City Library & Cultural Arts 37.9% Male 62.1% Female What is your age? 3.6% 18 to 24 years old 13.0% 25 to 34 years old 18.7% 35 to 44 years old 17.2% 45 to 54 years old 15.1% 55 to 64 years old 32.3% 65 years or older Please tell me how many children under 19 years of age live in your household. 13.9% One 18.7% Two 7.8% Three or more 59.6% None If you have children, what are their ages? [PLEASE SELECT ALL THAT APPLY] 44.8% 0 to 5 years old (pre-school) 56.7% 6 to 12 years old {grade-school) 33.6% 13 to 18 years old (middle and high school) What ethnic group do you consider yourself a part of or feel closest to? 71.0% White or Caucasian 10.4% Hispanic or Latino 10.7% Asian 1.6% African American or Black 6.3% Other Which of the following best describes your total household income for the last 12 months? 15.3% Below $25,000 15.7% $25,000 to $50,000 18.2% $50,001 to $75,000 16.4% $75,001 to $100,000 [bw] RESEARCH . PARTNERSHIP 47 22.6% $100,001 to $175,000 11.7% More than $175,000 Carlsbad Library & Cultural Arts Report 2017 Conducted for Ca rlsbad City Library & Cultural Arts Lastly, would you be interested in participating in future research spo nsored by the City of Carlsbad Library and/or Cultural Arts Office. If yes, please write down your name, phone number, and email address so that the City of Carlsbad may co ntact you in the future. A.Name ______ _ B. Preferred phone and ema il _______ _ [bw] RESEARCH PARTNERSHIP 48 Why does the library offer summer reading? • Avoid summer learning loss -No summer reading= losing half a school year's worth of reading and comprehension skills • Promote reading for pleasure-no restrictions on reading • Help families bond by reading or listening to books together • Encourage adults to explore new books and authors Challenges with Old Model Rewards focused around library visits instead of reading benchmarks/objectives • Participants lose out on incentives if unable to visit the library regardless of reading activity • Age range for Kids SRP too wide-difficult to find incentives safe and appealing for everyone • Paper-based system-high paper consumption Summer Reading Adventure -New Model Rebrand to Summer Reading Adventure -new name for new program • Online management using Beanstack • Accessible from home or on library computers; paper tracking sheet available upon request • Changes to age ranges: • Little Ones: babies, toddlers and pre-I< {adjusted age range) • Kids: grades l<-3 (adjusted age range) • Tweens: grades 4-6 (new program) • Teens: grades 7-12 (same as before) • Adults: ages 18 and up (same as before) Elements of Summer Reading Adventure Little Ones, Kids, Tweens and Teens: • Record titles and minutes read in Beanstack • Milestone minutes for rewards vary by age group • Online badges/grand prize drawing entries awarded for hours read • Rewards earned at completion of each level, total of 4 levels • Claim rewards anytime during program-no missing out on rewards • Chat with teen volunteers to earn weekly bonus rewards • Adults submit online book reviews to earn entries into weekly drawings and help create online peer-to-peer readers' advisory Little Ones Kids Tweens Teens LEG OLAND Pass LEGOLAND Pass LEGOLAND Pass Notebook Friends Book Friends Book Friends Book Friends Book Earn entries into weekly drawings Book Bag + Book Book Bag + Book Book Bag+ Book Book Bag + Book held at each location for $20 Rubber Ducky+ Inflatable Guitar Guitar-shaped Guitar-shaped Barnes & Noble Book + Book Pen+ Book Pen+ Book gift cards for each online T-shirt, Museum T-shirt, Museum T-shirt, Museum T-shirt, Museum book review Passes + Book Passes + Book Passes + Book Passes + Book submitted Weekly Bonus Local Business Local Business Report Rewards l c arlsbad ~ CiiyUb1-:ir)' Overview Program Badges Logging Badges Earned Badges Rewards 2018 Summer Reading Adventure May 01, 2018-June OB. 2018 @ READING TIME 5h, 18m Mercy Watson To The Rescue Kate DICamlllo Fly Guy Tedd Arnold Bunnicula James Howe 2018 Summer Reading Adventure May 01, 2018 -June 08. 201 8 Logging Badges LOGGING BADGES Read 1h Read 2h Claiming Rewards/Completing Program • Rewards by level can be claimed cumulatively -all reading is rewarded • Completion of youth programs vary by age group and based around reading time recommendations: • Little Ones -720 minutes (12 hours) -15 min. daily average • Kids -960 minutes {16 hours) -20 min. daily average • Tweens/Teens -1,200 minutes (20 hours) -25 min. daily average CITY OF CARLSBAD C cityof Carlsbad LIBRARY & CULTURAL ARTS BUDGET SUMMARY FISCAL YEAR 2018-19 OPERATING BUDGET Library Total% Personnel Budget (FT & PT} $7,151,397 59% Mainten ance & Operat ions $4,989,741 41% TOTALS $12,141,138 MAINTENANCE AND OPERATIONS • 2.5% increase in FY 2018-19, used for training, equipment, supplies and services SPECIAL REVENUE FUND REQUESTS • Carlsbad Library & Arts Foundation -Gartner $79,505, Benson $30,000, Ca nnon $15,025 • Friends of the Lib rary -$79,415 plus $39,985 in-kind PERSONNEL Library Full-Time Equivalents (FTE} 2018-19 Library Full Time Positions 45 .50 Library Part-Time/Hourly Positions 56.30 POSITION CHANGES Senior Program Manager ITE M #9 • In FY 2017-18, the department received approval for a two-year limited term position, to assist wit h talent assessment and development, succession planning and identifying future leaders. • In FY 2018-19, the department has chosen a consultant, The Centre for Organization Effectiveness, as an alternative to hiring a Senior Program Manager. • Fiscal impact: funding appropriated for Senior Program Manager will be used to support this partnership. Reclassification of the Library Programs & Venues Coordinator to Community Relations Manager • Position expanded to assume some additional roles: • An increased focus on the user experience and creating impactful services • Representing the library in the community, advancing new partnerships, and guiding outreach efforts • Coordination of programmer efforts; developing, executing and assessing programs across the department • Fiscal impact: department will absorb nominal cost difference in FY 2018-19. Library Budget Fisca l Year 2018-19 L&CA BUDGET PRIORITIES AND OBJECTIVES The Library & Cultural Arts Department's general fund block budget and special revenue fund requests support department goals and the city's core values of high-quality education and community services as well as history, the arts and cultural resources in FY 2018-19. Community Outreach While the sustained high use of library facilities and programs demonstrates the value and impact of what is currently available, outreach efforts will increase the community's access to programs and services. • Books to Go: bringing library materials and services to the farmer's market and other community events via a new mobile book bike. • Your Library Means Business : opportunities to learn how to start, build and sustain a successful business. Developing new business partnerships amplifies the department's impact, connecting city resources with those of the business community. • Reclassification of existing position as a Community Relations Manager supports these efforts. Technology and Program Impact Technology plays a critical role in supporting outreach efforts. • Libraries Illuminated grant from the California State Library and new partnership with Go Pro will help support the introduction of virtual reality technology to the community. • The migration of the Integrated Library System to a web-based solution will make it possible to take a tablet out into the community to register new patrons and check out materials. • Opportunities for new community experiences will be achieved as a result of high-speed internet implemented and wireless service extended to outdoor spaces. • In partnership with Parks & Recreation, a new venue booking and class registration software application, CivicRec, will improve the experience of community members. Ensuring Staff Support Attrition as a result of retirements remains in the forefront. Longtime employees holding the department's brain trust are steadily retiring, making talent assessment and development, succession planning and identifying future leaders critical. • A two-year partnership has been established with The Centre for Organization Effectiveness, who specializes in the needs of the public sector. This partnership will enable the department to develop a system for aligning staffing with evolving services and priorities, capturing organizational knowledge and developing new and existing talent. Dove Cafe Following a Request for Proposals, a viable operator for the long-awaited cafe at Dove Library has been identified. • City Council gave approval to negotiate a lease, which will be executed in FY 2017-18. • In early FY 2018-19, tenant improvements to the space will get underway, with an anticipated opening in early 2019. • In addition to providing convenient, on-site food and beverage offerings to patrons and staff, the department is seeking ways to leverage this service to develop new programming and lifelong learning opportunities around food and nutrition. Lib rary Budget Fisca l Yea r 2018-19 PROPOSED SAVINGS/PROCESS IMPROVEMENTS/REVENUE ENHANCEMENTS Donated funds are being used to increasingly support Library & Cultural Arts programs and services. • Cultural programs in the newly renovated Ruby G. Schulman Auditorium. • Career Online High School program scholarships to support completion of a high school diploma - local matching funds for three scholarships provided by the California State Library. • Consumables for the Dove Library's Exploration HUB. • Additional part-time staff hours to support new programming. • Consistently achieving 75% self-check use by the public has allowed the organization to redeploy staff in new directions t o better serve patrons inside and outside facilities. ITEMS THAT MAY IMPACT FUTURE YEARS • Increased costs for technology improvements, infrastructure support, and maintenance contract costs. • Long range planning for the future of the Cole Library, built in 1967.