One aspect I have borrowed from the retail environment is that the "longer people stay in the building(or store) the more they are likely to buy (or borrow) something." So we have worked toward making all of our locations inviting, interesting, and welcoming.
But at a session at PLA last month, the presenters from San Jose California and Envirosell reported that 93% of library patrons entered and left the library within 30 minutes.
Maybe we should spend our efforts making it easier for the public to find what they need. Wouldn't that be better customer service?
Another statistic, the Richmond Public Library in British Columbia reports that 76% of their patrons prefer to help themselves and do not seek help from library staff.
What do you think we should do?
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