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HomeMy WebLinkAboutPTPL Customer Satisfaction Survey Report 2018City of Port Townsend Public Library Customer Satisfaction Survey Report DRAFT November 2018 Summary The City of Port Townsend Public Library (PTPL) undertook this Customer Satisfaction Survey to better understand how our patrons use the Library, and what services— current and potential—are most important to them. Our intention was to use the results to help guide us in developing our levels of service analysis for 2018 and a new strategic plan for the Library in 2019. Customer satisfaction is the key to library success and actively requesting and responding to feedback is essential for the PTPL to thrive and remain committed to its citizens. The overall feedback is very positive with hundreds of compliments about how beloved the library over all is, the historic Carnegie building, and the library staff. The feedback was validating for the frontline library staff to know how much their work is appreciated. Background about the Library Library History: The Port Townsend Public Library was established in 1898 by a group of "leading community ladies." By 1913 they had acquired the land, secured City funding, and received a grant from the Carnegie Library Foundation to construct a new building in keeping with Carnegie architectural design standards of the period. The Port Townsend Carnegie Library served its community so well that a 4,500 sq. ft. addition was added in 1990 to accommodate the high volume of use that continues to increase significantly each year. In 2014 a major renovation was completed. The Current Library: The Port Townsend Public Library is housed in the historic Carnegie Building, which has recently undergone extensive renovations with future work planned, in the uptown historic district. It serves residents of Port Townsend with registered 7,600 cardholders, circulating nearly 300,000 items to nearly 150,000 visitors in 2017. The Library supports many collaborations with entities including the Port Townsend School District, Jefferson County Library, and the Northwest Maritime Center. The library has received national interest from its collection of “Unusual Items to Borrow” including sewing machines, telescopes, robots, and bear vaults to name a few. The Library is a department of the City of Port Townsend and has a citizen Library Advisory Board to capitalize on the expertise and commitment of community members and promote citizen involvement with city government. The Library has a designated operational library levy that was voted in to effect in 2008. The Library receives additional support from two 501 C3 nonprofits support groups: the Friends of the Port Townsend Library and the Port Townsend Public Library Foundation. Both groups work to provide support for collections, programming and capital projects above and beyond the City’s tax supported funding. About the Survey Method PTPL conducted a customer satisfaction survey during the spring and summer of 2018. The library received 584 responses to its quantitative and qualitative survey, where respondents were asked to rate the quality of library services, and the collection and asked to write about what they value most in the library, what could be improved upon and if they had anything to add. Respondents offered approximately 1105 written comments about the library. 95% of the respondents have a library card. The quantitative ratings of the services were put into charts and the written responses were sorted into themed responses from the data. The themes were: customer service, facilities, library operations, technology/website, collections, programs, general positive compliments, and miscellaneous comments. The entire Library Staff and the Library Advisory Board were given the full results to review and reflect upon. They were all asked to share their top three findings in the below categories: • Things the library is doing well. • Things most valued about the Library. • Three specific changes we could do to help improve the library. The Customer Satisfaction Survey was adapted from the Library Research Services site https://www.lrs.org/library-user-surveys-on-the-web/ that is recommended by the Public Library Association. See Appendix 1 for the survey template. See appendices 2-4 for all the survey comments. All returned paper surveys were input by library staff in the online survey on Speak Up to be able to easily analyze the data. The survey was kept short to send in the City’s Utility Newsletter. Although, we did not ask for demographic information the respondents based on their answers and the people filling out the surveys during outreach visits were primarily adults who use the library. In the future the Library will work on surveying kids and teens and reaching out to non-library users. The survey was administered in print and digital formats to reach the most community members possible. A paper copy of the survey was sent in the City’s Utility Newsletter and mailed back with citizens’ water bills, paper copies were at the library, an online version was on the Speak Up! City website. Library staff also conducted outreach to the Farmers Market, Safeway, QFC, The Food Coop, and the Foodbank to meet and connect with community members about the library. Key Findings Overall the library is seen as a highly valued and treasured community resource and the positive ratings were consistent with the comments. Here are the synthesized top reflections from the analysis of the survey feedback. • Things the library is doing well: o Friendly, knowledgeable and helpful staff. Many staff were specifically thanked by name in the comments. o Programs, especially for youth with so many patrons appreciating the offerings. The Community Read is also beloved as well as the author talks and monthly bookclub. o Community outreach and partnerships are respected with many community partners named by respondents such as the Port Townsend School District, Jefferson County Library, the Cooperative Libraries of the Eastern Olympics (formerly CLAN), and Northwind Arts Center. o The collection is appreciated for a community this size. • Things most valued about the Library: o The preservation of the historic Carnegie Library and the restoration of the Carnegie Reading Room. The build and its services are highly valued by the community with words like treasure, asset, and love used often in their descriptions. Many patrons commented on the architecture and ambiance of the library as being deeply valued. o Open and free access to all. The library is open and welcoming to all and supports a healthy community and democracy. o Interlibrary loans to access materials across the county. • Three specific changes we could do to help improve the library: o More consistent, quieter, and knowledgeable assistance from library staff including more staff training on reference and technology. o Overall smoother technological interfaces with the public computers, internet and catalog. As well as offering tech classes to help patrons keep up with changing technology and formats for books such as electronic resources like OverDrive. o The parking lot continues to be too small for patrons needs and many comments asked for improvements to be made. o Overall patrons requested MORE of many things- most especially more books, electronic resources, quiet reading/studying spaces, longer hours, more programs for adults, more diverse programs, and more staff to serve adult services. Conclusions and Next Steps Our community is highly engaged and loves the library, including the historic Carnegie in its Uptown location, the quiet reading room, dynamic program offers, growing collection like the Unusual items to Borrow, programs for all ages, and does understand the constraints of a small space and tax supported budget. The survey demonstrates the library after many changes over the last few years has stabilized and is on the right track with the community as a critical community resource. It was impressive to see how consistent the comments were and how loved and valued the library is in Port Townsend. However, the majority of respondents also think that Port Townsend deserves and can afford a much larger collection, better access to technology, longer hours, and more public programs. Although what the library is doing well shouldn’t be underestimated; bigger and better isn’t always as powerful as kind, true and consistent. The survey has its limitations with primarily only library users responding to the survey. Future work will need to be done to connect with none library users and children and teens. Increased outreach by library staff and stakeholders is needed to provide public education about the many library services and programs offered to the community to better promote what the City library offers and to connect with a more diverse demographic. It was commented on the that the library could connect with Port Townsend’s immigrant and spiritual communities more. It will also be an opportunity to talk about the ways public libraries are changing and adapting to new technologies and community needs. The PTPL is the thriving heart of the community and is open and welcoming to all. This customer satisfaction survey and the level of service analysis being conducted by Berk Consulting, by their nature address current existing successes and problems than at surfacing new ideas and possible solutions. When Berk has submitted its final level of service report and the library has a firm understanding of its future in terms of the budget and planning, the Library can then reach out to the community through community conversations using the Aspen Institute’s “Rising to the Challenge Report,” in order to secure real community brainstorming going about how we could become even better in the long term. Overall rating of the Library Comments included: Many citizens reflected on the importance of public libraries in communities. 1. Libraries add to and create community. Providing all of the population access to information, knowledge, resources and the ability to connect with their fellow residents in a dynamic, welcoming and variety of interesting ways. 2. Having a town Library is a bellwether of Democracy and critical to making sure that all levels of society in our town are well informed and have access to the tools of the information age. 3. Accessible to all, across age/race/gender/economic and other groups, visitors and locals alike. 4. The Library is integral to Port Townsend's well-read community and a wonderful resource. 5. The library is as essential a public service as schools, utilities, streets, police, and fire protection. Port Townsend's historic and literary significance deserve a landmark library, world-class (in facilities, collection, programs, service) for a city of our size. 6. I feel that the library budget is disproportionally high for a community of this size. There are many demands for taxpayer dollars and the library (while delivering much needed programs) needs to stay within its existing budget. Any increases in taxes needs to address more pressing problems Poor 5 1% Fair 16 3% Good 203 38% Excellent 304 58% 528 100% 0 50 100 150 200 250 300 350 Poor Fair Good Excellent Library-Overall Rating Respondents with a Library Card Comments included: The majority of respondents have a library card and their comments reflected the value of their cards. • That it is available when I need it. I love libraries and my greatest wish is that I have more time to read. I have a "Little Free Library" and I support our local book store by trying to purchase 2 books a month which I then contribute to my LL and I find good books in there to read as well. I would never give up my library card tho - it's too precious! • I couldn't live in a place w/out a library. I've had a library card over 70 years. The proximity of my home to this library is a value to me. Yes 541 95% No 30 5% Total Responses 571 Yes No Library Cards Frequency of Library Use (in person or using online resources) Comments: Over half of the respondents that visit the library visit with a frequency of weekly. • It provided such a great start for my kids to love reading, we came to storytime and library weekly when they were young. Now they are bookworms and get most books at school library :) • I value the community feel, how much my 3-year-old daughter enjoys visiting the library. • Feels like a family, smiling faces, courteous staff and users, it's like coming home. impossible to be depressed after a visit here. I LOVE it. Never 29 5% Daily 55 10% Less-than-once-a-month 83 15% Weekly 288 51% Monthly 112 20% Total Responses 567 100% 0 50 100 150 200 250 300 350 Re s p o n s e s Library Usage Frequency Rating of Library Collection: Books, Movies, Music, Newspapers, Magazines Comments included: The library collection was one of the most commented on aspects of the survey. The collection received overall good ratings, however, the respondents made many remarks about wanting a bigger collection, more books, more digital resources like steaming movies and online magazines. The sharing of collections in the CLEO and the ability to do interlibrary loans was positively commented on as being deeply valued for providing access to bigger collections. Even if the collection development budget was larger the library does have limited physical space to be able to add new physical items. • It's excellent for a small-town library, with access to much larger collections elsewhere. • I listen to books on tape and read paper books mostly. Occasional DVD. I feel that the selection for our size community is excellent. • great collection of fiction and nonfiction books, online resources--database, Washington Anytime audiobooks, programs • I value the excellent collection of books available - and those that can be made available through inter-library loan. • Good online service and interlibrary loans, e-books. We may be a small community, but I feel we have a good resource • Overdrive Read is wonderful. I wish the library could support/store a larger selection of books, but I fully understand that space limitations make that impossible. • Bainbridge library has an AMAZING book collection. Any book you can desire is either there or can be obtained. It's nearly as good as Amazon. Whenever I want something in PT it's usually not in the catalog. And if it's newer we can't use ILL. I adore reading and your library is very outdated. No good history books, very few nutrition books, no religion to speak of but somebody probably thinks that's illegal… I can't afford all the books I'm interested in and I used to drive to Poulsbo to have access to more books, but that's a lot of driving over the years. We have a large population of college educated people and I think we can do better with our library. Poor 8 2% Fair 63 13% Good 275 56% Excellent 147 30% TOTAL RESPONSES: 493 100% 8 63 275 147 Library Collection Poor Fair Good Excellent Customer Service Rating Comments included: The staff received an overall excellent rating for customer service and received many comments like these when respondents were asked what they valued most about the library. Many staff were mentioned by name for their great service. Feedback for how to improve customer service asked for the staff to be quitter, more service ready and willing to be of assistance, and too be mindful of time with each patron. Having more fulltime staff was also suggested. • The openness of the venue and the staff. The staff are friendly, courteous and knowledgeable. • I LOVE the helpfulness of the staff. I think the children's programs with GREAT with my children...and now with my grandchildren. • Excellent staff. I feel safe and welcome and appreciate the books and media that add so much to my life. I love being inspired by an idea, finding a book on it and learning more. • love the staff (survey taker drew five hearts) • Feels like a family, smiling faces, courteous staff and users, it's like coming home. impossible to be depressed after a visit here. I LOVE it. • LIBRARIES ARE A HOMELESS PERSON'S BEST FRIEND- THEY TREAT THE HOMELESS WITH RESPECT HERE. • A few members of the staff could look more willing to help. I've felt like I'm inconveniencing someone sometimes, by their reactions. • PT branch - too noisy, not enough quiet spaces to read or do research. P.T branch staff too loud ! and talkative • too much staff talking to each other or spending too much time with one patron • More full-time staff for continuity. willing to pay cost of this so they have salaries (livable) and benefits Poor 4 1% Fair 7 1% Good 99 19% Excellent 400 78% Total Responses 510 100% 0 50 100 150 200 250 300 350 400 450 Poor Fair Good Excellent Re p s o n s e s Customer Service Rating Rating on Reference Research Assistance Comments included: Respondents who know to use references services wrote that that they value research/reference help for adults and for their children. Although, it is evident from the responses that not all patrons know staff are there to assist them with their reference questions and think the reference section is too small. More proactive roving reference from the staff would help promote this service and staff could direct patrons to the online reference resources such as the library’s databases. • THE KNOWLEDGEABLE STAFF, THEIR COURTESY & THEIR WILLINGNESS AND RESOURCEFULNESS IN SOLVING RESEARCH PROBLEMS. • the ability to teach my kids how to research, to have knowledge and questions/find answers • Too scared to ask for help! Do staff have time for this? • Beef-up reference section • get more help for research, service Poor 1 0% Fair 10 5% Good 75 37% Excellent 116 57% 202 100% 0 20 40 60 80 100 120 140 Poor Fair Good Excellent Reference Research Assistance Rating of Hours of Operation Comments included: A few respondents wrote about how they value the library’s hours of operation and having the library open seven days a week and the addition of Sunday hours. Some noted appreciation for access to the library’s website 24-7 and that the public WiFi is on before and after the library opens and closes. However, there for a large number of comments wanting the library to increase its hours- especially to be open later and a few to open earlier and more hours on Sunday. • Thank you for having great hours! Even the upscale neighborhood in the big city in which I used to live couldn't keep its library open more than a few short days a week. • Very grateful for the increased hours since the levy passed some years ago. • Hour of operation: Good- Like having some hours on Sundays! • Appreciate the internet is on after hours • Increase hours open & programs • I'd love to see more public events, game days/nights, & later evening hours. • hours of operation- could be earlier and could be later • Longer hours if budget were to allow it Poor 9 2% Fair 58 11% Good 290 56% Excellent 162 31% 519 100.00% 0 50 100 150 200 250 300 350 Poor Fair Good Excellent Hours of Operation Rating of Community Meeting Room/Pink House Comments included: Respondents wrote that they value the community use of the Pink House as a free resource for nonprofits in the community. • Using the Pink House for community meetings. For free! • The community programs that the Library supports such as Changelings and Quimper Story Tellers • I hope the proposal to charge rent for use of the Pink House will be taken off the table for consideration. It's a wonderful community space and the Pink House needs to be available free of charge to non-profits and other community groups. Poor 1 0% Fair 9 4% Good 98 45% Excellent 109 50% 217 100% 0 20 40 60 80 100 120 Poor Fair Good Excellent Pink House Rate Internet Access Comments included: Having free public access to internet is highly valued. However, patrons are asking for improvement in having a faster internet connection and computer services. • I appreciate that we have free access to information, including the internet- for all ages. • I most value the range of materials; books, tapes, music, film... and internet access and computers • It's about the only public place in town to find internet access and make copies! • don't personally have internet but good for those who need it. Also DVDs and books, etc. • I value most the selection of books and newspapers and the internet most at the library. • Appreciate the internet is on after hours • Can get ILL from other libraries, & computer/internet use. • internet too spotty • Training on use of internet Poor 3 1% Fair 20 8% Good 108 41% Excellent 134 51% 265 100.00% 0 20 40 60 80 100 120 140 160 Poor Fair Good Excellent Internet Access Rating of Reading Areas Comments included: The quiet open reading room of the Carnegie is deeply valued by the community. The library is planning to have signage about the expectations for the Carnegie Reading Room to establish as a mostly quiet, but not silent room. A few comments made wanted more reading spaces. • The upstairs reading room is wonderful. • Love the reading room, programs, the librarians. • The reading room with fireplace & newspapers & magazines. • It would be nice if reading spaces were more truly hushed/ Downstairs it is crowded and "chatty". Upstairs it is more like an internet cafe. Maybe a few dense shelves of books between computers in one end, and armchairs in the other would improve that scene. It seems like a cavern of wasted space upstairs. Books! Separate digital people from meditative people. Where has hushed space gone? • An additional reading area but space is limited. • Not enough places to tuck in and read comfortably in a quiet space- the "old" Carnegie P.T. library was cozier, in all its mustiness. Poor 6 2% Fair 49 13% Good 183 47% Excellent 154 39% 392 100% 0 20 40 60 80 100 120 140 160 180 200 Poor Fair Good Excellent Reading Area Rating of Youth Programs, Classes, Storytimes, etc, Comments included: The youth programs and especially storytimes were frequently cited as being valued by the community especially the storytimes and the community asked for a slight increase in them. Patrons would like more ways to be notified about programs including email alerts, social media, and handouts for library youth programs. Suggestions for bilingual programs and reaching out to immigrant families was also suggested. • I LOVE the helpfulness of the staff. I think the children's programs with GREAT with my children...and now with my grandchildren. • Story hour for toddlers is a treasure for our kids and now our grandkids • the friendly staff <3 I love how they respect and acknowledge my children and myself on a first name basis. • storytime, has been a great resource for our family, now in the preschool program, it gets us out of the house, exposure to non-family direction/teacher and also other children the same age. really great program!! • Good selection of books, children's/teens programs • It provided such a great start for my kids to love reading, We came to storytime and library weekly when they were young. Now they are bookworms and get most books at school library : ) • Increase, even just a little, the number of baby/toddler story times offered. Weekends would be great for families that work M-F. • Youth Programs, "Although I haven't used I have observed AWESOMENESS • The youth services & programs have been SUCH a value to our lives. [Staff] does such a wonderful job w/ the activities and hosting! One of our highlights of the week. Fair 0 0% Poor 1 1% Good 61 41% Excellent 86 58% 148 100.00% 0 1 61 86 Youth Services Programs Fair Poor Good Excellent Rating of Adult Programs, Classes, Author Lectures, Community Read etc. Comments included: the patrons who attend the programs greatly enjoy them. There are requests for more adult programs and staff designated to adult programs and services. Patrons would like more ways to be digitally notified about programs including email alerts/blasts, social media… Suggestions for bilingual programs and reaching out to immigrant families was also suggested. • More collaboration w/Jeff County Library. those people are friendly, helpful, have EXCELLENT programs, get newer YA and newer audio books • love the monthly book club 2pm Monday and special programs • We value our library for many reasons, The educational space it holds, The programs for youth & adults, The wonderful staff. • I value the variety of books and magazines available free, as well as the programs such as book discussions and events. • I have really enjoyed the library programs I have attended - wish I had more time to attend more of them as well. • I'd love the library to give more afternoon programs for seniors who don't drive at night and there is bus service only till 7 pm. • Love the Northwind's partnership! • Also love the art installations • Want more book clubs • Love the community read. • Love the community read and truly enjoy hearing authors speak • Turn Community Read into something more instructive, broader in scope, even provocative - it's become a "feel-good- and-stop-there" event. This may be challenging for some - even many- but Port Towsend is beginning to suffer from its insularity (we are not separate) disparity in wealth, lack of diversity (in all realms). This reflects the world at large - but do we want that prevailing culture? What do we want for our community in 5,10,15 years? How do we make that vision happen? Poor 2 1% Fair 22 8% Good 134 48% Excellent 123 44% 281 100.00% 2 22 134 123 Adult Programs Poor Fair Good Excellent All the ways respondents learn about library programs Comments included: Many respondents want more digital ways to learn of programs including email newsletters and alerts and for the library to use social media sites like Facebook to promote programs. From the respondents the newspaper and flyers are still the primary ways patrons learn about programs. Library bookclub 2 0% KPTZ 3 0% other 7 1% Bareboards 9 1% City Newsletters 20 1% social-media-facebook-or-twitter-etc 39 3% friends-of-the-library-newsletter 94 7% library-staff 119 9% signs-or-flyers-in-the-community 159 12% word-of-mouth 171 13% library-website 206 15% signs-or-flyers-in-the-library 225 17% newspaper 296 22% Total Responses:1350 100% 0 50 100 150 200 250 300 350 Library bookclub KPTZ other Bareboards City Newsletters social-media-facebook-or-twitter-etc friends-of-the-library-newsletter library-staff signs-or-flyers-in-the-community word-of-mouth library-website signs-or-flyers-in-the-library newspaper How do you find out about library programs? Rating of Interlibrary Loan Comments included: Ill is a well-used and valued service. Many respondents noted how much they valued having access to the world’s libraries through this service. However, the service received feedback for improvement in creating better communication about requests, making the online portal easier and faster to use and making the process less confusing. The service does not charge a fee at this time. • I value the interlibrary loan the most. It is truly a blessing to be able to get books from all around. • The online catalog, ability to ILL books • Access to the world from a small town (via ILL and the regional system w/JCL). Truly remarkable! • I use ILL a lot because I often want specialized books. I know it's an expensive service. I appreciate it. thanks to library staff for excellent service overall. • sharing with Jeff. Co. Library and ILL resources is great too. • The interlibrary checkouts is a pain point. • Online catalog/interlibrary extremely slow. Software interface needs modernizing. • So fortunate in small community to have access to local and beyond through interlibrary and CLAN. • The interlibrary loan system is fantastic • The Interlibrary Loan service. It's impossible today for any library to have a complete up-to-date collection on hand- there are too many books in existence! • The "ILL" process is confusing at times. I don't get a confirmation or denial. • "Poor: tried- staff did not know how to execute ILL • Interlibrary painpoint & the fee is ridiculous. • I would like to see a more thorough search capability on the online collection database to show me other books that would be available through interlibrary loan. I would like to see what is available outside of our library collection Poor 6 2% Fair 11 3% Good 118 31% Excellent 247 65% 382 100% 0 50 100 150 200 250 300 Poor Fair Good Excellent Interlibrary Loan Rating of Computers and Printers Comments included: Many comments espoused how the respondents value access to computers, printers and free internet. However, many suggestions for improvement was made in this area with patrons wanting more privacy on the computers, faster internet, better printers, setting firmer limits with use like time limits each day on computers, and limiting children’s access to specific content. • I believe every town should have a library, even though so much of what we look for is on computers, phones etc. Having this resource for those who have no access to computers or phones can use the books, computers and services the library offers. • The choice of materials, and access to computers. It is a great community treasure. • And hire new IT people to fix the computers. Seriously. So. Slow. Great shame and dishonor to all everywhere who use it. I cry at night because of it. Computer speed in Port Hadlock Library >>>> Here. I would like to know why IT makes its patrons suffer on purpose. A public statement about why they chose to hurt others with their poor IT ideas would be nice. And ask them if the computers they use run as fast(slow) as these. • IBMS, more Mac computer and different nooks with privacy and room to spread all your books; Each nook with a computer [Round table TOO crowded]. • Great tech assistance program in Hadlock, could PT have one too. • I don't know how to use the computers. I want SO MUCH to learn how. Could there be classes where we bring our laptops & get walked through the website/collections? How to search/research ideas, topics, questions. • Limit time on computers - it seems some individuals go way over the hour limit • Do not provide video games for children to play. I love the library, but I cringe when my children ask to go because all they want to do when they arrive is play video games... Poor 4 2% Fair 34 15% Good 107 47% Excellent 85 37% 230 100% 0 20 40 60 80 100 120 Poor Fair Good Excellent Computers & Printers Rating on assistance using computers and printers Comments included: Although, patrons rated assistance with computers and printers favorably there were a few comments and requests to offer more assistance and programs that assist and teach technology. The Jefferson Count Library’s Tech Tuesday is well used, and more patrons would like to see PTPL offer similar tech classes. • Great tech assistance program in Hadlock, could PT have one too • Training on use of internet • It would be great if you could add classes and drop-in tech help like the "Tech Tuesdays" they do at Jeff Co Library Poor 3 2% Fair 27 14% Good 73 37% Excellent 97 49% 200 100% 0 20 40 60 80 100 120 Poor Fair Good Excellent Help on Computers & Printers Rating of Online Services, Catalog, Research Databases, Website Comments included: The library’s online resources available 24/7 through the website are highly appreciated as demonstrated through the comments. Patrons appreciate the convenience and ease of access for all ages to look up materials and place them on hold. Other specifically called out favorite databases such as getting eBooks and eAudiobooks through Washington Anytime Library, using the databases to access journal articles, and language lessons. Some still find the online catalog too slow and hard to use for searching and suggest more signage or staff assistance- especially staff awareness of the patron experience and view of these services as opposed to the staff view. There were a few more requests for more online resources such as streaming movie and digital magazines and more eBooks. • Patrons value: Everyone should have access to borrowing and reading books, regardless of personal resources. Ditto, a place to go online for increasingly mandatory digital services, regardless of personal resource. • The EASE of online requests and self-serve checkout. • Good online service and interlibrary loans, e-books. We may be a small community but I feel we have a good resource • online access to databases- appreciate all of them- newspaper, journal articles, language lessons, etc. • Room for improvement: Catalog search online- Major (but not only) issue is search often has retrieved irrelevant search results. Would be better to say no hits than to show >20 results not containing my search term, leaving me to scroll down trying to figure out whether each one has any relevance (99% of time, does not in these cases)… • Room for improvement: More basic signage or instructions on how to use the e-books and online interface. • I got an e-book but couldn't the online services to download books because there were too few copies!/long wait list/etc. • STAFF NEED TO BE INFORMED ABOUT HOME USERS' DIFFERENCE IN WEB PAGES AND INPUT DIALOGS... • Online catalog/interlibrary extremely slow. Software interface needs modernizing. Poor 2 0% Fair 33 8% Good 183 46% Excellent 184 46% 402 100% 0 50 100 150 200 Poor Fair Good Excellent Online Services Rating of Homebound/Books on Wheels Service Comments included: This is a service that provides high quality service to a small segment of the community. To the people who use it got rated very high and is highly valued. • When asked what is valued most: Books on Wheels program • Our library is very important to the community and local area - like the book drop at QFC- would like more neighborhood involved - we have a great small library here at Towne Point in our clubhouse - very easy to use for home bound and children to enjoy. The library website has a lot of great information. Reading is the Best enjoyment for all ages. we need to know, ask questions, enjoy events, stories of the past, wonder about the future - The written word is better than all TV, computers and etc. Hard to think what life would be without Libraries in our community! Poor 0 0% Fair 1 2% Good 18 32% Excellent 37 66% 56 100% 37 Poor Fair Good Excellent 0 5 10 15 20 25 30 35 40 Homebound Service Rating of Public Photocopier Comments included: Library staff have asked POE is they could help make the machine more intuitive. The service is valued by those who use it. It offers minimal services as courtesy service and is not meant to be a copy center- when patrons ask for that level of service they are directed to local businesses • Glad you have a photocopier • Forget you had it Poor 3 2% Fair 21 12% Good 85 49% Excellent 63 37% 172 100% 0 10 20 30 40 50 60 70 80 90 Poor Fair Good Excellent Photocopier If you never use the library online or in person tell us why? Of the 582 respondents only 47 said they never used the library. A myriad of reasons was cited including the following themes: • Buys books online • Too busy • Preferred the parking, ADA accessibility, and location of Jefferson County Library • They use Google or Amazon • Lack of qualified staff/poor customer service • Collection only focused on a small segment of the community APPENDIX 1: Customer Satisfaction Survey Template Please take a moment to answer this anonymous survey about your library. All questions are optional. Return the survey with your utility bill, in a book drop, or to the library. Your feedback is appreciated. Section 1: Please check one answer for each of the following: 1. Do you have a library card? Yes No 2. On average, how often do you use the library (could be in person or using online resources)? Daily Weekly Monthly Less than once a month Never 2a. If you never use the library in person or online tell us why and skip to question 5. 3. How would you rate each of the following library services? Excellent Good Fair Poor Haven’t used/Not applicable Customer service Collection (books, DVDs, music, newspapers, magazines etc.) Youth Programs (classes, storytimes, etc.) Adults Programs (classes, author talks, Community Read, etc.) Online services (website, catalog, research databases, eBooks etc.) ILL (Interlibrary loan) Reference (research assistance) Computers and printers Help using computers, printers, etc. Internet access Hours of operation Homebound service (Books on Wheels) Reading areas Community meeting room (Pink House) Photocopier Overall, how would you rate the library? 4. How do you typically find out about library programs? Check all that apply. Library website Social media (Facebook or Twitter etc.) Newspaper Friends of the Library newsletter Signs or flyers in the library Signs or flyers in the community Word of mouth Library staff Haven’t used/Not applicable Other: __________________________________ Section 2: We value your opinions. Please answer the following questions: 5. What do you value most about the library, even if you don’t use it regularly or at all? 6. How could the library or its services be improved? 7. Do you have anything to add? Thank you for your time! If you have questions about this survey or about the library, please contact Melody Sky Eisler, Library Director at meisler@cityofpt.us or 344-3054. Visit the library’s website at http://www.ptpubliclibrary.org/index.html APPENDIX 2: Survey Comments #1 What do you value most about the library even if you don’t use it regularly or at all To help us better understand what you like about the City of Port Townsend Public Library, as well as learn about your needs, we invite you to participate in a paper or online Customer Satisfaction Survey. Please take a moment to answer this anonymous survey about your library. All questions are optional. Return the survey with your utility bill, in a book drop, to the library or fill out the survey online via Speak Up Port Townsend https://cityofpt.granicusideas.com/surveys . Your feedback is appreciated. OPERATIONS comments Cooperation between city & county so book choices is wider Good hours, nice selection, internet Hours of operation - and even though I rarely use other services, the library is community oriented. books and other services are available to the WHOLE community. Book share from County to City library Location Hours of operation coordination w/ county library CUSTOMER SERVICE comments Excellent Friendly staff friendly, accomodating Wonderful atmosphere. Courtesy and competence of staff That we have one! Melody. Using the Pink House for community meetings. For free! easy to use, great resource in community Martha and Jeanne Library catalogue and all help you all give. Just joined. Seems wonderful. Staff is excellent. Excellent and cheerful employee assistance Continued: What do you value most about the library even if you don’t use it regularly or at all CUSTOMER SERVICE comments continued Staff and services, excellent Good access to computers and internet. the excellent staff who are not only helpful - But fun to work with! Location. Staff. The staff and the resources. The staff!!! But I would hope not to use them. I do use however the books on CD and now audio books through my cell phone and car speakers for my commute to and from work! Cheerful, helpful staff wonderful staff If you don't have a book you will either buy it or locate it somewhere for me. If I forget to return a book, you don't punish me like a small kid. Instead, you text me a time extension/reminder/ etc. The openness of the venue and the staff. The staff are friendly, courteous and knowledgeable. I LOVE the helpfulness of the staff. I think the children's programs with GREAT with my children...and now with my grandchildren. The helpfulness of the staff Friendly personnel - always helpful with a smile (smiley face) Friendly people, STAFF VERY HELPFUL The building is beautiful. Location. Staff is knowledgeable and approachable. Location; Hours are great and friendly, helpful staff and excellent programs. Helpfulness of the staff Friendly staff. GREAT preschool program. The amazing selections, the programs and their variety, Melody! Newspapers, Wifi The director- Melody- cares about our interests. We love her! Continued: What do you value most about the library even if you don’t use it regularly or at all CUSTOMER SERVICE comments continued Excellent staff. I feel safe and welcome and appreciate the books and media that add so much to my life. I love being inspired by an idea, finding a book on it and learning more. Friendly and capable assistance, acquisitions that fit the community; responsiveness to suggested acquisitions Friendly, welcoming staff Computer services and great staff the friendly staff (heart) I love how they respect and acknowledge my children and myself on a first name basis. ease of use wonderful staff superior customer - oriented service :) The helpful and friendly staff. The staff how helpful the staff is. And the setting Friendly and helpful staff STAFF ARE AMAZING! outstanding staff They are friendly & helpful & can help get anything I want/need. The staff's ability to acquire requested materials. The staff members are knowledgeable and helpful. I love to read! Having a great collection of books and an expert, helpful staff available to me is wonderful. Thank you! love the staff (survey taker drew five hearts) And I need SO many books all the time The library is invaluable to me and my family. great, helpful staff THE STAFF Continued: What do you value most about the library even if you don’t use it regularly or at all CUSTOMER SERVICE comments continued IT'S CONVENIENT. 1. THE INTERNET- I USE A LAPTOP- IT'D BE NICE TO BE ABLE TO DOWNLOAD STUFF. 2. THE HOURS- IF IT WAS OPEN 24 HRS, & HAD BEDS FOR SLEEPING IN, THAT WOULD BE BETTER 3. LIBRARIES ARE A HOMELESS PERSON'S BEST FRIEND- THEY TREAT THE HOMELESS WITH RESPECT HERE. Wonderfully helpful librarians! It's friendly & peaceful Great staff! Friendly, helpful, considerate staff. The BEST!! I love that it is there when I need it. The librarians I have worked with have been very helpful. The effort to meet needs of individuals and community. Making a welcome friendly place for all of us. Services, staff, quality of overall collection, inviting settings The staff of the library are very pleasant and helpful. It is there. I know they can help me. The library is one of the most important assets of a community. You can always find info there and get help with whatever you are hoping to do. BUILDING STAFF PROGRAMS Accessability of staff & materials Computer use, printing availability THE LIBRARY STAFF The interlibrary checkouts is a pain point. Friendly staff (and knowledgable). I also value the helpful service of the librarians. Continued: What do you value most about the library even if you don’t use it regularly CUSTOMER SERVICE comments continued helpful staff the generous sensitive kind friendly well informed staff. dvds. new books. computer. Feels like a family, smiling faces, courteous staff and users, it's like coming home. impossible to be depressed after a visit here. I LOVE it. Helpful staff Friendly Books on Wheels program The Lynn, Nancy, Shila, dude with tattoos, and other people I'm forgetting. Friendly- helpful The helpful people and resources. Helpful staff the staff are great A nice place to be. Hours are nice. Staff friendly & helpful. Environment has been peaceful. How welcoming it is to all How helpful staff is Staff recommendation shelves That we have one, that STAFF are so nice, that it is FREE! The meeting space and environment of Life Long Learning. Friendliness of staff That all the staff is amazingly nice and the teen room is good. Thanks for being here! Research. Staff, collection, support, delivery to Blue Heron, online resource Its availability to all in the community - and the wise range of services Ease of ordering books Your individual book gathering and placing on hold. -Professional help w/ choices and kindly in voice and action. Continued: What do you value most about the library even if you don’t use it regularly CUSTOMER SERVICE comments continued Excellent staff & volunteers! Access to books- including Clan holdings Access to books & information, programs & children's services GREAT STAFF SMILING LIBRARY STAFF Helps with Hands on Reschearch (heart) Library (heart) DVD, Computers, Internet, printer/copyer, Books, Magazines, a great place to study. And the library staff are fantastic. Availability of inter-library loans Library staff is willing to help with my Search of books The staff & community centered programs arts activities. THANK YOU The cool building & smart staff. Variety of stuff. friendly help : ) The embracing acceptance for all of us- as different as we are. The librarians take time w/ us, respect our curiosities. internet access books! friendly helpful librarians! Everyone should have access to borrowing and reading books, regardless of personal resources. Ditto, a place to go online for increasingly mandatory digital services, regardless of personal resource. Personally, appreciate the ILL system. The "hold" service. Such a convenience! I value the opportunity to check out books free of charge. I value the service that I receive from the library staff- it is always excellent. I value the programs that the library offers. I value the library book sales. The EASE of online requests and self-serve checkout. The Carnegie building. The Awesome staff members. Friendliness of staff & BOOKS Continued: What do you value most about the library even if you don’t use it regularly CUSTOMER SERVICE comments continued Love using the internet. The staff is very kind. And helpful. Longer hours on Sundays. More radio announcements for events. Nice place, people - Close by - Helpful staff - Decent supply of books I'm interested in - Expanding lending of non-book items - Stem & STEAM programs for kids THE KNOWLEDGABLE STAFF, THEIR COURTESY & THEIR WILLINGNESS AND RESOURCEFULNESS IN SOLVING RESEARCH PROBLEMS. STAFF PICKS HELP SEARCHING FOR MATERIAL BOOKS OF NOTE AT END OF BOOK STACKS RE-CHECKING OUT BOOK AUTOMATICALLY -excellent books and videos -friendly and helpful staff -wonderful atmosphere The staff are always very helpful. It serves as a community hub. So much going on there. The staff is so helpful too. Nothing to add/Miscellaneous comments peace and quiet the possibility for improvement, which is vast. Nothing Nothing, the county library is much better FOL Book sale FOL book sales Friends of the library that fund the book group. It's there if one needs it. access, kids being in there of all ages, new books, place Continued: What do you value most about the library even if you don’t use it regularly Technology/Website comments Ac+A99:A108cess to information Computer classes- son used. The books, computer and internet access videos computers DVDs reserving materials online Internet access for free 24/7 in the parking lot. Help with research and nonfiction selection to use at library- I am not a PT/Jefferson County Resident but am here a LOT Internet access. Gardening books. internet service - open every day - online service for catalog and pick up at my closest library Its online services CONVENANCE COMPUTER ROOM Online catalog/interlibrary extremely slow. Software interface needs modernizing. I like using the new online service. It's handy to get reminders and automatic renewals. I like the longer checkout times for DVDs ( i.e. series). being able to order books online and come in and pick them up quickly available books Public use of internet etc. available to any who need them. (my neighbors and some family) Thank you!! putting hold online Putting holds on books Continued: What do you value most about the library even if you don’t use it regularly Programs comments Enjoyed the Jim Alden art show! The community programs that the Library supports such as Changelings and Quimper Story Tellers I love the children's programs. I learned a great deal from observing Beth DeJarney when I was teaching and she was running the children's music program. Pink House activities and Interlibrary loans. love the monthly book club 2pm Monday special programs storytime, has been a great resource for our family, now in the preschool program, it gets us out of the house, exposure to non-family direction/teacher and also other children the same age. really great program!! Checking out books. Programs for kids and adults. The youth programs! My kids love them. I love the author talks too. Baby/toddler storytime It's a treasure historically! Have seen & supported changes through years- especially childrens library & their programs. Children's section and programs New art shows & related talks great part of uptown Historic District so happy you are making it work & making use of the front stairway to events Storytime Ages 5 and 6 Last time I was in the Library was to see local artist, Jim Alden. Appreciate the community focus our library develops. Libraries that have programs for kids is really important to me. Kids programs children's programs The kids programs. The Infant and toddler classes are awesome! Beautiful art displays Helpful staff Continued: What do you value most about the library even if you don’t use it regularly Programs comments The youth services & programs have been SUCH a value to our lives. Jeanne does such a wonderful job w/ the activities and hosting! One of our highlights of the week. Story hour for toddlers is a treasure for our kids and now our grandkids It provided such a great start for my kids to love reading, We came to storytime and library weekly when they were young. Now they are bookworms and get most books at school library : ) Kids programs, teacher Jeanne & the community I have because of the kids programs (heart) I also love that I can bring home so many books for my child. I like the kids smiling when walking into the room with how fun they make it, but wish they had more classes for Ages 7-16 That it is a community place & attempts to provide a wide choice of activities & learning. Youth programs Childrens programs. a place to feel welcome. The programs for youth, the excellent and friendly service and the great location You do well with children & their programs local History community awareness- youth programs from articles in newspaper baby lap sit Youth Programing FACILITIES comments The upstairs level has an inviting, comfortable atmosphere. Retaining the Carnegie design and it's central location. Good book selections give the size of the collection Architecture! Ambience! the online database & requesting books from it. That newly published books get ordered. love the quiet non commerical environment. love being able to go work on projects there (writing or working on images). the upstairs quiet helps me focus. Like having changing art shows & displays also changing books displays! the care that is used for everything. great Carnegie room charm Continued: What do you value most about the library even if you don’t use it regularly FACILITIES comments continued It's our hometown library and I appreciate that the Carnegie bldg. is still used as a library. Many are not. That it is there. Tho I think overall it should have stayed at Mtn View. I love the big room upstairs. All the light coming in from the windows. It is a great room to relax in. Access to CDs Free magazine bin ambiance That you didn't expand and you kept the building pretty much as is Prensence & Availability & Architectural & Continuing Historical Heritage function Carnige building location The reading room with fireplace & newspapers & magazines. I love that the library is in town, easy to get to. That it offers me a quiet place to work or to have a time-out. I love the architecture- very unique & special & adds to PT ambience and I love the central location nice location The reading room upstairs is really nice. The location (Uptown), and the wonderful Carnegie building. The old building, the reading area Carnegie library! It is a Carnagie Library and my Name is on a tile in the front. Great and welcoming children’s library. The upstairs reading room is wonderful. Continued: What do you value most about the library even if you don’t use it regularly FACILITIES comments continued It's a "Carnegie Library" - A Carnegie "Materials" library! children section The building- Carnegie. I think it is an expensive drain on the community in terms of such an expensive renovation. Library should have moved. That the library continues to evolve, but still supports us old school readers of real books. Also that history is important, in that PT library is still in the Carnegie building. Overall ambience a quiet place to study. The (mostly) quiet environment. Building itself, location location The reading room on the second floor. Pleasant place to sit and read. The teen center has the best games. Positive Comments I have a bed and breakfast I refer guest to the library as a reading room and for local information. I am very proud to have it. 1. I know I’ll get help following through on an interest. 2. Tapes are invaluable for travels as borrowing CD’s is for preferable to ordering them. Being able to reserve/ hold books. ILL requests. Friendly, librarians. The upstairs reading area. Computers/ printers. Donated magazines. Free books It is there... I like to read! Continued: What do you value most about the library even if you don’t use it regularly Positive Comments continued A repository of knowledge I routinely use Port Townsend and the Hadlock County Library. Very nice atmospheres. Great for DVDs and books. You're doing a great job. Just being there as a resource for those who need it. My sister used to go there several times a week, she died in 2016. We value our library for many reasons, The educational space it holds, The programs for youth & adults, The wonderful staff. I love the building. I love that it is a haven for our economically challenged community members Even if you're poor you can still access good literature, beach reading, newspapers & magazines. It's one of the few public spaces we have. I believe every town should have a library, even though so much of what we look for is on computers, phones etc. Having this resource for those who have no access to computers or phones can use the books, computers and services the library offers. It's important to me to have information. Knowledge and wisdom resources available to the community no matter what income. Though I don't have kids, I especially value materials and programs for kids and their parents. The fact the town has a high quality library with open-hours very accessible Libraries add to and create community. Providing all of the population access to information, knowledge, resources and the ability to connect with their fellow residents in a dynamic, welcoming and variety of interesting ways. Having a town Library is a bellwether of Democracy and critical to making sure that all levels of society in our town are well informed and have access to the tools of the information age. Accessible to all, across age/race/gender/economic and other groups, visitors and locals alike. Free Free access to information for everyone. the wealth of information it holds That it exists as a resource I have always loved libraries. I love to read and also like to watch DVDs That is a wonderful community resource, providing services and information to anyone who walks into the library and everyone who is interested in any of the programs. EXPLORATION POSSIBILITIES- the other day, while we were at storytime a "staff pick" caught my eye- it was a wonderful book with Japanese tales. I absolutely loved it and felt I could understand the culture even more now. Access to information, knowledge, and skills which is a primary means to preserving and building democracy, education, lifelong learning, community. Continued: What do you value most about the library even if you don’t use it regularly Positive Comments continued everything It fills a need Equal access for everyone. The Library is integral to Port Townsend's well read community and a wonderful resource. Access to so many interesting ideas and new learning I like the "community feeling" I get when I am in the library. I am someone who values learning, and the atmosphere makes the P.T. library an excellent, supportive place for learning. It's excellent for a small town library, with access to much larger collections elsewhere. Love the building. I can walk there easily. When my son was younger, he enjoyed the youth programs and chess club. Community resources & gathering place There seems to be something for everyone. Pleasant, relaxing atmosphere. Community! We love it and enjoy utilizing services. Young people use it! A free and safe place to enjoy the day. The overall impression fits my ideal of a small town library its librariness We love it and lots of people I know use it happily! I value the variety of books and magazines available free, as well as the programs such as book discussions and events. The public library is an essential resource in a community, making it possible for people of all ages and income levels to enjoy books and access information. Free, access to information & materials available to all Everything that it's there for everybody! Just it's presence is important to our community. It's incredible amount of use reflects a community of interesting/interested well read people. Continued: What do you value most about the library even if you don’t use it regularly Positive Comments continued Mostly I value the fact that the library exists, a building that houses books, a place to learn, a place where one is always welcome. It's actually a place where we can expand our horizons and become better people. It's easy access Available resource to the community atmosphere helpful staff community use of Pink House Book club options 1. find books, etc that I am unfamiliar with. 2. Community center That we have it! So fortunate in small community to have access to local and beyond through interlibrary and CLAN. Thank you! that we have a library in town in case we need to use it Good resource I can usually escape the stress of world news in the library space. Access for all community service the access to resources and information programs services The ability to borrow information for free Everybody gets to use it. Whether it's a new book or old, whether on woodworking, poetry, spirituality, or a fascinating memoire, the library is an ongoing opportunity to learn, enjoy and share. A much appreciated resource. I value the library as a whole, a community resource beyond compare :) Books stoke the imagination! Our family all reads and we love our library and come often. It feels like a living room away from home. ILL is great w/in out CLAN system and the email reminders work great. Provides the saiting of my voracious reading habit Continued: What do you value most about the library even if you don’t use it regularly Positive Comments continued I appreciate that we have free access to information, including the internet- for all ages. I love that its there as a resource of knowledge for all ages. It is welcoming. That it is here. That it's there for whoever needs it. It's there when you need it! The library represents a strong and indispensable bastion of our culture, much of which is currently under assault. Besides serving as a mainstay of learning, education and art, it provides vital support and comfort to a diverse community. Thank you for being there. It is a very important resource for the community, particularly for youngsters I do use it. A good community resource. It is a "welcoming" place That the entire community has free access to the library. That it exists and provides more than book lending. All the community and youth activities add to our community. Love the community read. It's a LIBRARY!! It is one of the heart beats in the life of "community" in our town. free access to books the ability to teach my kids how to research, to have knowledge and questions/find answers I most value the range of materials; books, tapes, music, film... and internet access and computers libraries promote reading & intellectual stimulation, quality time, creativity, and reading for children. I like too that the library provides a quiet place where one can come to read/relax and get a quality moment to oneself, in the company of others. Everything. Most important FREE community resource! I LOVE the accessibility- The hours, 7 DAYS A WEEK (!) and NO OVERDUE FEES! What these policies mean to families with children is at the heart of a library's mission. If only all libraries could do this, we'd be raising children who are better prepared for the world they face. I love your Carnegie Library long enough to serve on the Friends Board for 8 years. I still help manage donations by receiving, sorting and boxing books. Continued: What do you value most about the library even if you don’t use it regularly Positive Comments continued -Peaceful calm - conducive to reading and thinking -Art work from Northwind - lovely and inspirational -Great remodel - book sales It is an open, accessible community space. We use the children's area every week. That it exists as a resource. I use it mostly for my 11yr old daughter. She uses extensively online. The fact that it is a place for ALL members of the community to use free of charge, regardless of age, race or economic status. I walk in and feel immersed in another world... So much to LEARN, so much to EXPLORE, so many stories to ESCAPE into. That's entertainment! Staff is so very helpful. that it exists! That it is available when I need it. I love libraries and my greatest wish is that I have more time to read. I have a "Little Free Library" and I support our local book store by trying to purchase 2 books a month which I then contribute to my LL and I find good books in there to read as well. I would never give up my library card tho - it's too precious! It's there when I need it. Simply having it there when I need it. That it is there, and is used. Books are important interconnection to other resources Programs, hours, help (staff), website is good Book kits are a little hard to access, but very great open to all- free- safe Book sales Amazing resource and heart & soul of our community. Love the staff and appreciate our library. Love the reading room, programs, the librarians. options, lots of options Friendly and helpful staff Appreciative of its volunteers Good selection of books, children's/teens programs Its role is a community unifier Continued: What do you value most about the library even if you don’t use it regularly Positive Comments continued It gives me something to do. (says a 3rd grader - and a BIG library fan!) Having a library is essential in every community. PT Library is a great asset. that so much information (and some "goods") are available for free #1 The friendly, helpful professionalism of the library staff. #2 The sharing of collections between P.T. and JeffCo. #3 The courier service #4 The ability to request/reserve items $5 The access to many of the latest in books and DVDs (TV series/movies) welcoming great building helpful, enthusiastic staff large selection Washington Anytime ebooks Reading programs for kids Adult lectures The oppt'y for our family to expand our knowledge. A place for all members of the community to gather, learn, gain enrichment and share with one another. A place for children to gain a love of books & reading. A clean well-lighted place to read or find something to read Fellowship of other readers It's about the only public place in town to find internet access and make copies! I have loved reading and libraries my entire long life!!! Libery have everything you need! I like the library style ACCESS, ACCESS, ACCESS!!! I LOVE IT! I couldn't live in a place w/out a library. I've had a library card over 70 years. The proximity of my home to this library is a value to me I value the community feel, how much my 3 year old daughter enjoys visiting the library. Friendly, small local but with the advantqage of the CLAN collection. I really like being able to request items online. Continued: What do you value most about the library even if you don’t use it regularly Positive Comments continued wifi, DVDs, ILL, Staff Access for all Dedicated, friendly and helpful staff Access to books, media and online resources Be+A273:A304autiful space with books and people. COLLECTIONS comments An+A339:A417ima, The movies, The layout of it all. Children's book because I'm a parent The wonderful collection, beautifully and helpfully set up. children's books The variety of books Being able to take out books any time wanted and movies also. What a gift to have all those books available for FREE. Broad range of of books and DVDs. Free books and movies! Fantastic poetry collection! Books and ILL. The choice of materials,and access to computers. It is a great community treasure. On a personal, financial basis, I always check to see if the library has a copy of a book or DVD before I buy it. Authors may not quite approve but it helps me. The excellent selection of books, DVD's, audio books, programs, downloadable books, and helpful staff. books access to books and resources electronic resources Continued: What do you value most about the library even if you don’t use it regularly COLLECTIONS comments continued Collection...books and ILL services Access to dvd's and books Books on CD both for children/YA and adult it is available! Was delighted to be able to use the slide projector! Willingness to order books or DVDs I wish to check out variety of books and movies, option to check out items from or return them to the County library, books are still very important even with all the technology and the opportunity for early exposure to books in our wonderful childrens section is so very important. e books great selection of books and DVDs; able to pick up Cty library items at PT library; wonderful used book sales I listen to books on tape and read paper books mostly. Occasional DVD. I feel that the selection for our size community is excellent. Don't utilize the librarians very much but they are very knowledgeable when I do. I also love the upstairs space (circle of chairs) for reading. the availability of requested items Being able to get a variety of books fiction non fiction training on how to user Lending library and digital books. Access to books and ideas plus the librarians' curation of books at the end of the stacks - I love visiting the library each week and browsing for new titles. Books! recycling of magazines great collection of fiction and nonfiction books, online resources--database, Washington Anytime audiobooks, programs I value the excellent collection of books available - and those that can be made available through inter-library loan. I appreciate that I can borrow materials instead of having to purchase them. Some of the programs look valuable, but I haven't attended any. Continued: What do you value most about the library even if you don’t use it regularly COLLECTIONS comments continued -that people care about it who work there, visit it, & in community -it demonstrates books, literature, art, reading, & people of all ages are valued -the art on display -special recommended/highlighted book shelves/picks -it's clean & smells plain/cl Books The interlibrary loan system is fantastic Computer (including printing) Magazines (Nation) Newspaper (NYT) Books, DVDs, reference materials I use it regularly by reading several books a week. We always have a stack at home- my husband & I often read similar authors. Access to great literature. How welcoming it is, and the new books available. The upstairs is inviting & I enjoy reading magazines & NY times there I value not having to BUY the books I want to read! Books! Dvds, mags- community space Good online service and interlibrary loans, e-books. We may be a small community but I feel we have a good resource Online access to databases I just like to go to a library and get a book. The variety of books available. Online reserving of books, location. Research book collection don't personally have internet but good for those who need it. Also DVDs and books, etc. Continued: What do you value most about the library even if you don’t use it regularly COLLECTIONS comments continued Kids area is comfortable and wonderful community space. Great collection of books and other media. Knowing that we still have books available to the public. I read a lot and books are the most valuable documents when it comes to trusted sources of information. (They are sometimes misleading) The online catalog, ability to ILL books Have used e-books - worked well. I'm glad we have a library. I am an avid reader and I end up purchasing ebooks. This habit may change due to my growing concern about electromagnetic effects. I do like the fact that I can enlarge the font on any book I purchase w/ my ipad. Great resource for children's books. Nice selection of DVDs. Friendly/helpful staff. Nice system if you don't have card with you, are still able to loan books (with phone #) availability - Interlibrary lending - Easy access to media of all types To be able to borrow books and some movies Great to be able to borrow odd things like sewing machines, bear vaults etc. I like being able to reserve books, dvds etc online & then pick them up when they are ready. I appreciate the staff recommendations & the books you don't have to check out childrens books, dvds, activities and access. We also enjoy the young adult books & craft books. Have used the Foundation Center database in the past- very helpful. It has books. Also internet access. Access to BOOKS - Pleasure reading, reference, non-fiction information. Media - DVDs The Interlibrary Loan service. It's impossible today for any library to have a complete up-to-date collection on hand- there are too many books in existence! We enjoy the online material & would appreciate more of it The variety and accessibility. We take out most of our books as e-books but between 2 of us read 8-10/mo. Requesting books online Kids can check out Dash/Dot Access to wonderful book kits and friendliness Love the audio readers and movies I don't have to buy books Continued: What do you value most about the library even if you don’t use it regularly COLLECTIONS comments continued lending Books! Resources talks *DVD collection *helpful staff The availability of the books! - availability of books and DVDs -magazine exchange -convenient book return locations Overdrive Read is wonderful. I wish the library could support/store a larger selection of books, but I fully understand that space limitations make that impossible. helpful access to books I need. recommendations of good books (Book Club) friends! Free books to read. Books! Adult and children's collections Books on cd DVDs It has a good collection considering its size and the population of PT. availability of book borrowing; alternative to buying books -online access to databases- appreciate all of them- newspaper, journal articles, language lessons, etc. -browsing the stacks, finding books I didn't know existed, that turned out to be among my favorite books. -children's programs, to engage them i I value most the selection of books and newspapers and the internet most at the library. Access to the world from a small town (via ILL and the regional system w/JCL). Truly remarkable! Availability of books is excellent! Books, books, books. We love reading and we love the library for that reason! Continued: What do you value most about the library even if you don’t use it regularly COLLECTIONS comments continued BOOKS TO READ DVD's Resources are available. Off-site drop boxes for book returns NY Times Good books Programs for kids A wonderful public space with Books! I often run into friends or have great conversations with other book lovers. ILL Availability of books, resource material Borrowing books and childrens programs Decent fiction books to read books on DVD Opportunity for grandchildren and for current literature and for research and would like to use videos-cd's- (I have been ill frequently) The ease of finding a book & checkout. I like the automatic renewal. The collection, comfy, people I value the interlibrary loan the most. It is truly a blessing to be able to get books from all around. Being able to check out books and DVD's. It helps me to keep informed on reading material. I like the large Maritime Library. Resources. Easy to use, get any book I have wanted, like the book hold system, books sales & drop offs at various spots in town. The variety of books and resources New books/large collection Continued: What do you value most about the library even if you don’t use it regularly COLLECTIONS comments continued 1. Audio books of good literature (not endless murder mysteries) 2. Library ELF Good selection of books Close to home A chance to read great books & connect & grow & keep learning I have found that the library is not current with the latest trends in reading and book selections. The decisions appear to be made by a non- diverse group and it appears that the groups are made up my like minded citizens that know best. I appreciate being able to get a variety of books through interlibrary loans. Can get ILL from other libraries, & computer/internet use. Love being able to take 2 or 3 books w/ no due date. Great selection of CD's (JC) and DVD's (both). 3. access in returning 2. dvd selection 1. online ordering NY Times NY Review of Books -Access to books and AV material and periodicals - sharing with Jeff. Co. Library and ILL resources is great too. New books, staff picks, large print, quick picks collection and hours, close to where I live books, magazines, newspapers Our library seems very receptive to customer requests and input! computers/ printer large-print books (need more) poetry section (more, please!) Interlibrary loan, research materials, maritime collection The collection, the help. I love the great selection of books on CD. constantly have one playing in my ear! I am so grateful to have a library open 7 days a week too! Continued: What do you value most about the library even if you don’t use it regularly COLLECTIONS comments continued Access to new books books A community center dedicated to learning - and fun. I live and thrive on immersing myself in a variety of BOOKS - not media. I USE media but seldom feel its impact as I frequently DO feel that while reading books Maritime collection, reading room, interlibrary loans, automatic loan extensions Large collection of books Book selections Book drop locations I love books! I use Kindle sometime but nothing compares to real books. community space and books! Wifi, Books, movies, CDs Great books for my child & myself. Access to the WA Anytime Library/checking out e-books. Access to book I don't want to buy APPENDIX 3: Survey Comments #2 How could the library or its services be improved To help us better understand what you like about the City of Port Townsend Public Library, as well as learn about your needs, we invite you to participate in a paper or online Customer Satisfaction Survey. Please take a moment to answer this anonymous survey about your library. All questions are optional. Return the survey with your utility bill, in a book drop, to the library or fill out the survey online via Speak Up Port Townsend https://cityofpt.granicusideas.com/surveys . Your feedback is appreciated. Nothing to add/Miscellaneous comments can't think of anything None that I can think of Can't think of anything. Cant think As far as my needs are concerned, nothing. I can't think of anything. NOTHING COMES TO MIND I can't think of anything at this time. Don't know. fewer homeless people/vagrants Maybe there are ways to improve but I don't use the services enough to comment. Have an in-house coffee shop! (Unlikely) Librarians could bring the books to my house. Free happy hour cocktails. I don't know If library users were consistently kind & respectful to the (brave) people working there and would stay home if they are sneezing and coughing. : ) not sure No Continued: How could the library or its services be improved Technology/Website comments internet too spotty Training on use of internet Add self check-in stations And hire new IT people to fix the computers. Seriously. So. Slow. Great shame and dishonor to all everywhere who use it. I cry at night because of it. Computer speed in Port Hadlock Library >>>> Here. I would like to know why IT makes its patrons suffer on purpose. A public statement about why they chose to hurt others with their poor IT ideas would be nice. And ask them if the computers they use run as fast(slow) as these. Genie in bottle would be great also, if the wishes work Catalog search online- Major (but not only) issue is search often has retrieved irrelevant search results. Would be better to say no hits than to show >20 results not containing my search term, leaving me to scroll down trying to figure out whether each one has any relevance (99% of time, does not in these cases). Totally different author w/ just a couple letters same in name of my search author name- one example or search for 4-word title brings up book I want, plus 2 others w/o any search words in their title, not same author, not same subject topic. More basic signage or instructions on how to use the e-books and online interface. online searching for materials not especially easy or productive IBMS, more Mac computer and different nooks with privacy and room to spread all your books; Each nook with a computer [Round table TOO crowded]. Great tech assistance program in Hadlock, could PT have one too. * I don't know how to use the computers. I want SO MUCH to learn how. Could there be classes where we bring our laptops & get walked through the website/collections? How to search/research ideas, topics, questions. For me, with a phobia of computers, Internet- the County Library is so welcoming, hands on, help me when I HAVE to USE those services More books, less computers. People can do their computer thing at home. More computer spaces & more privacy screens. Perhaps redirecting video game playing youth to the teen area. Many parents, like us, are really trying to limit screen time. Better printers Do not provide video games for children to play. I love the library, but I cringe when my children ask to go because all they want to do when they arrive is play video games... it makes me sad that I can't pass along my love of the library to my children. The children get enough screen time other places. Website is good when searching for DVDs, sometimes not so good with book searches- it would be nice to be able to exclude things (such as NOT wanting juvenile/youth material). Continued: How could the library or its services be improved Technology/Website comments continued Try to stay current with evolving technology, particularly focusing on electronic archiving of local periodicals and public records. Add more computers. Better internet connection and computer services. I would like to see a more thorough search capability on the online collection database to show me other books that would be availabe through interlibrary loan. I would like to see what is available outside of our library collection On wifi sign-in page relocate the "agree" icon to top of page. Having to scroll down to Login is annoying. Do you always read the small print? Make it easier to sign in. Why isn't it automatic as at JCPL? Limit time on computers - it seems some individuals go way over the hour limit faster internet I checked fair regarding on-line services I only use the catalog and search function and at the library. Often the search will time out due to server issues, so I can't utilize it at least a third of the time. Easier ability needed to download audiobooks A couple more computers in the childrens area or another section set aside for them either downstairs or upstairs seperate from the adult section. Easier website It would be great if you could add classes and drop-in tech help like the "Tech Tuesdays" they do at Jeff Co Library Positive Comments U all do a fantastic job with the resources you have Excellent It seems good for now. It is 5 star already, can't imagine how it could be better they are great for this size town Perfect as is IT IS GOOD! Continued: How could the library or its services be improved Positive Comments continued I think the library does just fine as is. I think it is a wonderful size for our community but the bigger the better- when it comes to books, right? XOXO I'm very satisfied with library! For our needs it is perfect. CANNOT THINK OF ONE THING! - more of the same!! How? It's great I believe you are doing an Excellent job- They are great as they are. I would add nothing! It all is amazing! I think that we have an exceptional library for such a small town. cannot think of anything fine as is It's PERFECT as is. You have done a fine job for it services. Keep up good work. It's good as is. I think the library for being a small community excels in what it provides, for how forward thinking and inclusive it is and think the staff is top notch. Perfect No suggestions. You do a great job given, understandably, limited resources. Continued: How could the library or its services be improved Positive Comments continued Nothing at this time When the levy failed, everyone worked together to form this great, new library. Hopefully, this won't happen again, because we have a good core of staff, volunteers. PTPL meets all my needs They are excellent : ) Don't know. Wish I could spend more time there. A beautiful building. Exellent FACILITIES comments Lounge-ier chairs? Lighting in the stacks for old eyes... Larger building, more books, more programs, more public space. I don't know. I think the library is making creative use of its available space. More physical space so collection can be expanded Better bathrooms, And a public phone or payphone. Maybe. Would be nice. Close the door to the children's reading room to reduce noise on the rest of the library's main floor. A drive-up drop off box where you don't have to park your car or drive into the parking lot to return your books would be very helpful. More parking. better parking An additional reading area but space is limited. A public forum room like the County Library, again, probably not possible in the Carnegie Library footprint. more parking More room for more books & reading areas Chairs are sometimes uncomfortable Continued: How could the library or its services be improved FACILITIES comments continued 1. THEY CAN ADD A CAFETERIA 2. AND A FEW BEDS FOR DOZING OFF IN WHEN PEOPLE GET TIRED OF READING more chairs for adults. probably too expensive but a tech person upstairs w/ computers hard when something not working It is all very good. We were in support of the Library bond to make the library bigger & more efficient & reach more people. Parking Better parking. I go to Jefferson Co Library because of it. There are only 2 working desks set up on the second floor, another 2 or 3 would be great. Also, more comfortable chairs set up, the circle is a little awkward at times - no place to put books, etc. I think more chairs and more options of places to sit would be a huge improvement. study rooms or a designated quiet area more parking 1. A branch of library on Castle Hill side of town with easy access. Add a teen study area More places to stand & work (maybe even an exercise bike w/ a desk!) It would be nice if reading spaces were more truly hushed/ Downstairs it is crowded and "chatty". Upstairs it is more like an internet cafe. Maybe a few dense shelves of books between computers in one end, and armchairs in the other would improve that scene. It seems like a cavern of wasted space upstairs. Books! Separate digital people from meditative people. Where has hushed space gone? I would love a branch in the castle hill area Wet naps like in groc. stores to whip hands- purell in rest rooms. A few more work tables or desks upstairs around the round table & chairs Parking... but a little exercise is good for us all! The proposed building expansion would have enhanced the collection & services. The failure to do it decimated a fine book & media collection that had been carefully selected through the years. A building & resources of that size & quality are what this community deserves. Parking Continued: How could the library or its services be improved FACILITIES comments continued Ventilation in upstairs reading. Sometimes the body odor accumulation is overwhelming. Better reading areas for kids. more parking More inspiring reading/studying areas for youth. Larger parking area. Soundproof the upper floor from downstairs. The children's area is very noisy. Even though I live in the city limits, I use the county library. More selection and a more open feeling. That library appears to be high use. A larger building would be awesome and thoroughly used. I was so disappointed the bond for that didn't pass. Maybe it's time to try again? Too difficult to reach high shelves for DVDs and lower ones also. Easier access to the community- Parking is difficult and the place should have been relocated years ago. Poor planning and lack of foresight- figure out parking issue or move the Pink House. The parking is really bad. It's a great location for uptown residents but I live in the middle of town and can't realistically walk - back issues (unhappy face) more sitting space/areas - downstairs The interior of the ground level floor could use an update, it seems drab and crowded. On occasion, finding a parking place is an issue. More parking (PT). limited space limits on-site materials overall, love the library here Outdoor library book return at library similar to one in Pt. Hadlock Parking squeezed Nothing you can remedy- parking for 1; and more selection. Many of books I want are at JCL But service is quite fast between the 2 upon request. 1. The computer chairs are uncomfortable- 2. Not enough places to tuck in and read comfortably in a quiet space- the "old" Carnegie P.T. library was cozier, in all its mustiness. Continued: How could the library or its services be improved COLLECTIONS comments Add video streaming service. You need to buy more copies of the hottest new books. There are not enough copies for the demand. We have to wait months on the hold list. Also, even if we are number one on the hold list, we still have to wait months for the book to be released to us. Either patrons are not returning books in a reasonable time, or the book is being passed around in-house first, before being released to the hold patrons. Please institute fines for late books like other libraries. More space for immediately available materials How they choose to buy new books. Can requests be considered? not fanasy or mystery or pop but other ??? I moved to PT from a city with a larger regional library system. I find the collection to be very limited, but I do understand fiscal constraints. The library's collection is missing lots of classic books--possibly in favor of contemporary popular books. More e-books, More books. Broaden some of the books guys read. Not looking for erotica, but action type books and authors. increase ebook and audiobook selection. MORE BOOKS BY FOR ABOUT WOMEN-- ESP WOMEN ARTISTS -- IT LOOKS LIKE 100 TO ONE ON THE SHELF, MALE TO FEMME.. More Job and career search resources We love to use the books on CD because we spend lots of time in the car. It's frustrating when you have some of a series but not all of them. Better interlibrary loan service/options More of above! Books on CD Young adult DIY, other social opportunities for 18-21? Better selection of new books My feeling is, if you charge fees for late returns on CDs and DVD's, then those items need to be kept in playable condition. I no longer borrow these items because of the number of times the items were unplayable. Interlibrary painpoint & the fee is ridiculous. Expanded space for more books Get a large donation to fund a larger collection. Continued: How could the library or its services be improved COLLECTIONS comments continued Collection is limited. More DVDs. Change up the ne Fict/NF shelves more often, and more focus on new titles. Bring back the Quick Reads section upfront. more resources> & yes I understand the limitations Poor/OLD choice of DVD's Most books need to be brought in via interlibrary loans. Bring in new books Beef-up reference section More books would like additional documentary DVDs They could have more magazines, or change to other magazines more often. True crime is making a comeback yet your true crime collection hasn't kept up. Your still stuck on Ann Rule/Jack Olsen era. The library could improve its services by getting a better selection and more copies of both online and in person! Increase storage space elsewhere and increase # of books available for circulation. I did and will happily vote again to support that through a property tax increase. I wish there was space just for a mystery section. The interlibrary loan system doesn't seem as extensive as the one I used in New England. More classics, old favorites available any time(e.g. Currently, if one wants a copy of The Scarlet Letter, can only access during school year. Only copy in high school library.) You could have a section for the foreign films. more bookclub kits Better circulation of materials. Also, many books can be purchased used, in almost-new condition, even books that are fairly recent. Buying books used would save money and allow for buying more books. more books, especially crafts, design, art, travel more DVDs- better selection of classic movies Better distribution of books to libraries at senior facilities. Continued: How could the library or its services be improved COLLECTIONS comments continued For me - more new fiction but I'm never at a loss for stuff to read! better selection of books relating to the arts more movies - classics- foreign films Less books with murders more books that uplift and entertain I would like a larger collection, specifically more poetry and more small press literary works More books on shelves so didn't always have to reserve books. One library I visited had a new books shelf with all the current fiction non fiction on 2 week borrow for the currently in demand books. Rather luck of the draw if the one you wanted was there, but it frequently showed up before the hold list did. Increase selection of books for online borrowing I got an e-book but couldn't the online services to download books because there were too few copies!/long wait list/etc. [sic] Put magazines back online.I thought you had Flipster for Country Living, Martha Stewart, etc. But it wasn't online when I just looked to read the last few issues. -If a book search yields not found, show an easy way to request library acquire it -make more visible the intralibrary loan function Bigger DVD & CD collection For some reason, whichever item I always look up, it's always only at the County Library. Always have to choose county library before the PT library. More books! Extend book collection maybe more periodicals If many holds on a book, buy a second copy. I'm #20 on a list for The Overstory. Provide easy access to ratings on movies such as NY Times. Update nonfiction, hilight interests Expand selection of books on tape (DVD) Continued: How could the library or its services be improved COLLECTIONS comments continued Bainbridge library has an AMAZING book collection. Any book you can desire is either there or can be obtained. It's nearly as good as Amazon. Whenever I want something in PT it's usually not in the catalog. And if it's newer we can't use ILL. I adore reading and your library is very outdated. No good history books, very few nutrition books, no religion to speak of but somebody probably thinks that's illegal. We have an amazing Orthodox church here in town and we can't read a word about it. I can't afford all the books I'm interested in and I used to drive to Poulsbo to have access to more books, but that's a lot of driving over the years. We have a large population of college educated people and I think we can do better with our library. Bigger selection of books I would like to see recommended book lists describing interesting series, for instance, mystery series. More parking- but that's not possible. Need more Large Print Books MORE MARINE BIOLOGY BOOKS more books. I use a lot of DVDs - when a series ends, I always check online to see if the series has another season: if so, the library will order it for everyone! I would greatly love more audio books availability. Better and cleaner books New Books! : ) More books Amp collection You have a decent collection but most of the books on the shelf are emotionally depressed. I like GOOD story tellers. Have a better selection of updated movies. More kids videos More NEW books in YA and the children's area. Access to University Libraries. Limited inventory More adult serious reading material seems to be all mysteries and light fiction more audiobooks Expanded DVD selection Continued: How could the library or its services be improved COLLECTIONS comments continued Better or larger selection of books on CD for young readers. Of course I wish there were more books and a better browsing experience but, with limited space, the PTPL does great at what it does. Get better books, especially classics Too much on politics, liberal issues - even if you wanted these (I don't), they are hopelessly out of date in 2 years More non-fiction books. More Book on tape Hank the Cow dog Nothing you can remedy- parking for 1; and more selection. Many of books I want are at JCL But service is quite fast between the 2 upon request. It's pretty great as is- maybe more Miyazaki movie copies & Mouse & Mole It's always nice to have a larger collection~ even online. for there to be more books. Preferably youth graphic novels. Support local & independent authors- don't just buy what the Big 5 publishers tell us we can read. It's the best small town library I have ever experienced. I wish the collection was bigger, but I understand we are limited by space. Larger selection of audio books the collection needs culling- films, books, recordings - enhancement by specialists in all fields; replace the director with a "literate" individual, cineast; jetison YA crap/ noisy children's programs Increased number of children's books Would appreciate more, or wider selection of, some books. I love mystery writers, who often write in a series. When I can't find the previous, or next, book I get a bit frustrated (But this is a small complaint). (London) Times Literary Supplement (TLS) expansion of collections more reference and Christian books More book kits! It would be good if older books no longer on the shelf are archived and still available. Larger collection Continued: How could the library or its services be improved COLLECTIONS comments continued More new books More DVDs Get more books! I moved here from rural North Central WA & that library had 99% of books I was looking for. I'd say this system has had about 50%. Make more titles available for e-book loans and/or more copies of popular titles. Not sure, I'd like more recent titles available however I understand we are a small community and can't expect to compete with a big city library. I need to learn more about inter library loans. A concentration on quality literature and DVDs (especially foreign) and peer-reviewed scientific journals CUSTOMER SERVICE comments one librarian looked at my record and saw that I requested a lot of movies and told me a lot of people were requesting one I had reserved and gave me the feeling I was requesting too many films. I think she should realize that I return things quickly and that my requesting is her job security. I would love for libraries to be quiet again. Librarians and guests talk so loud sometimes I can't enjoy browsing. When I was young, libraries were bastions of silence. I miss the personal touch of talking to the librarian while checking out books. Bar codes are not people. I'm probably in minority, but *more quiet spaces, study carrels, NO-TALKING/NO PHONE NOISES spaces (either at library or elsewhere in community... not sure how small library could accomade it, but more/special/later hours &/or spaces for QUIET, people with sensory integration disorders, PHONES ON SILENT, etc. cater to people that don't use computers. I've quite using the library. PT branch - too noisy, not enough quiet spaces to read or do research. P.T branch staff too loud ! and talkative A few members of the staff could look more willing to help. I've felt like I'm inconveniencing someone sometimes, by their reactions. The Librarians are way too loud! I would browse books far more often if they were not speaking in outdoor voices, and even having inappropriate conversations (gossip) at full volume behind the desk. I have been in looking at books on the ground floor when several "customers" (patrons) were all looking at each other shaking our heads at the bad example set by the librarians. staff training/accreditation quiet areas/quieter staff STAFF NEED TO BE INFORMED ABOUT HOME USERS' DIFFERENCE IN WEB PAGES AND INPUT DIALOGS. STAFF SEEM TO HAVE NO ACCESS IN LIBRARY TO THE HOME PATRONS' ONLINE VIEWS TO REFERENCE CATALOG LOGINS LIKE PROQUEST too much staff talking to each other or spending too much time with one patron More quiet in 1st floor main room- librarians often talk loudly (& not to patrons). The PT library is one of the noisiest I've been in. Very loud talking by patrons and staff, and it is a constant thing. Friendlier atmosphere- it's sterile and staff not overly friendly Continued: How could the library or its services be improved CUSTOMER SERVICE comments continued more helpful staff ADD NOTES TO "STAFF PICKS" AS TO "WHY" THAT BOOK SHOULD BE READ The "ILL" process is confusing at times. I don't get a confirmation or denial. Have a volunteer on duty on 2nd floor to 1) wake up people who snore while sleeping in chairs!! 2) They would also answer questions? etc. I have left the library when this happens. allow patrons to use the library, collection & computers, anonymously end censorship Encourage quiet, kids need to learn to respect library quiet and it is never too soon, even some of the librarians are noisy talkers My son is just starting to want to come to the library alone. (He is 9 yrs old) When I was growing up, my library had a dedicated landline in the hallway for patrons. I wish we had that here. So he could call me if he decides to walk here after getting off the bus. Privacy assurances Maybe make it easier to request books/videos not currently (no library has it) available/faster to get. For old-timer bibliophiles such as myself, the trend to overly casual atmosphere in the library is disconcerting & sometimes irritating! Whatever happened to QUIET IN THE LIBRARY? Please encourage staff to speak quietly when on the phone or while assisting others and encourage library patrons to do likewise. A little quieter downstairs. I feel it would be beneficial to fine Overdrive books. Many times I have waited a very long time for books I have holds on and people are not bringing popular books back on time. Why are librarians so uptight? get more help for research, service PROGRAMS comments another book club--maybe genre specific? More collaboration with schools (public schools, higher ed, lifelong learning) and arts/culture organizations. Civic information and gathering space. craft workshops for adults. More programs for adults Continued: How could the library or its services be improved PROGRAMS comments continued Increase hours open & programs I'm not sure, get more people to read actual books by an insentive, people like FREE books or related things. I would love to see more programs esp. for youth, on understanding "reliable sources," recognizing Internet scams and "fake news", and practicing the critical thinking skills so necessary for democracy. Turn Community Read into something more instructive, broader in scope, even provocative - it's become a "feel-good-and-stop-there" event. This may be challenging for some - even many- but Port Towsend is beginning to suffer from its insularity (we are not separate) disparity in wealth, lack of diversity (in all realms). This reflects the world at large - but do we want that prevailing culture? What do we want for our community in 5,10,15 years? How do we make that vision happen? Programs in schools, I'd love to see more public events, game days/nights, & later evening hours. classes on using technology i,e; smart phone, tablet, Kindle or Android platform get more classes for Ages 7-16 Increase, even just a little, the number of baby/toddler story times offered. Weekends would be great for families that work M-F. Send emails regularly regarding programs- electronic outreach Increase staff to have more adult programs summer reading program? I think there was one last year? I don't think Transgender ought to be promoted or presented in Library. Rather in a Health Services Format. post more events on FB so younger people can "share", "like", and find out about them. Maybe more lectures. More kids programs. I have really enjoyed the library programs I have attended - wish I had more time to attend more of them as well. I'd love the library to give more afternoon programs for seniors who don't drive at night and there is bus service only till 7 pm. ? more publicity for children's programs that happen on the weekend. (Or I need to pay more attention) Continued: How could the library or its services be improved PROGRAMS comments continued More community talks, maybe? More author talks. Use the Baptist Church so larger groups can be accomodated Do you use our local radio on a regular schedule - if so I have missed it. I do think the library does Not reach out to foreign born residents of PT. I think there SHOULD be occasional programs in Spanish for kids - work with JCIRA and the Catholic Church and ESL classes to plan this. Call Libby Palmer for help 206-799-0278 Handouts for library youth programs as not all families have computer access at home to check on-line OPERATIONS comments Later hours- ?: ) Open earlier on Sundays. Increase the Library budget, the Librarians will know what is most needed Increase budget so more copies of individual books can be ordered sometimes its hard for us to wait until 10 am go to go the library, however I understand the need to open later, to stay open into the evening. The library could be open longer hours, i.e. 9am-8pm, 7 days a week. More hours open. More hours. hours- Sunday! - Increase funding, Legislators! Increase hours open & programs hours of operation- could be earlier and could be later. Open earlier- 9 am. Open more please Continued: How could the library or its services be improved OPERATIONS comments continued Longer hours. Drive-up drop-off box AT THE LIBRARY More parking! open @ noon on Sunday. well, voter funds! But next time scale amount more realistically- ? hours on weekends Better funded. We would love to come at 9am some days! I'd love to see more public events, game days/nights, & later evening hours. Longer hours. Longer hours! Wish it could be open earlier and close later. Longer hours into the evening Open at noon on Sunday. Perhaps the hours could be extended. maybe hours More hours of operation. 7 day/ 24 hour service (open door) More hours. longer hours? maybe? Open longer hours Slightly later hours a few evenings per week. Continued: How could the library or its services be improved OPERATIONS comments continued longer hours? better hours Longer hours, perhaps - more hours available/open Would like a little longer hours on Sundays more hours open- but hasn't been a huge issue Longer hours - open earlier do an out reach to the community and expand the diversity of advisory boards/groups. if we keep hearing the same things from the same groups we never move forward. Open a little earlier. Open longer/earlier Just continue to do the best with what you have to work with. Avoid trying to do too much thereby spreading resources too thin. Leave it to pro-staff who are experienced & community minded! add one hour of operation at the end of each day My biggest problem is when I really need it Friday after a long week of work it is CLOSED before I get off work as well as SHORTER days on Sat & Sun. More hours Longer hours if budget were to allow it - Please try to avoid the let's spend more $ upon more "Brick and Mortar" disease which obviously has infected all other departments of this town! More full-time staff for continuity. willing to pay cost of this so they have salaries (livable) and benefits Keep your volunteer staff! City of PT zip code extends to Discovery bay and we don't all get the form like this in our utility bell. I snagged this from our city bill at work. trying to think o inexpensive way to get this out? email blast? through mailings? Could be a monthly special news blast event. The automatic book renewal is amazing too! * Love the community read and truly enjoy hearing authors speak. *No late fees - what a great concept but I feel guilty regardless. More collaboration w/Jeff County Library. those people are friendly, helpful, have EXCELLENT programs, get newer YA and newer audio books Continued: How could the library or its services be improved OPERATIONS comments continued hours of opperation Allowing more volunteers Library Sunday hours - open by 8 am Longer hours maybe. I once lived in a town of the same size and their library was open late and it was a very popular. More money allocated to improvements for the library More full-time staff Hire local librarian. Earlier hours APPENDIX 4: Survey Comments #3 Do you have anything to add To help us better understand what you like about the City of Port Townsend Public Library, as well as learn about your needs, we invite you to participate in a paper or online Customer Satisfaction Survey. Please take a moment to answer this anonymous survey about your library. All questions are optional. Return the survey with your utility bill, in a book drop, to the library or fill out the survey online via Speak Up Port Townsend https://cityofpt.granicusideas.com/surveys . Your feedback is appreciated. PROGRAMS comments The summer programs for children and youths are fun, educational and the women who put them together are outstanding!! P.S. I like I like all the ART showcases! Adults programs- "probably excell. but not many I'm interested in". My wife and I attended "Saving Tarboo Creek." I think it is important for the public to have access to this space for educational presentations similar to this. I need to watch for information on ADULT PROGRAMS. I'm missing them could they be announced in your phone message? Would like Port Townsend classes in explaining computer technology & Questions Would like classes explaning digital photography Love the Northwind's partnership! Also love the art installations Would love to do Elephant and Piggie Readings w/ my husband 360-302-6134 Please join the Uptown festival in August. We've missed your entry & the kids & the world continuing the toddler story time, we all love it when our kids were that age !for it's size we do great! TECHNOLOGY/WEBSITE comments (R+A16:A32ating Internet Access, person put a question mark and Overdrive & Libby, and selected boy Excellent and Good) I have noticed an improved selection of electronic materials in the last little bit. Hope this continues to be given resources. I also especially appreciate the email reminders and automatic renewals. Photocopier: Haven't used/Not applicable- I forget it's available Continued: Do you have anything to add TECHNOLOGY/WEBSITE comments CONTINUED I'm constantly downloading audiobooks from YouTube and internet archives, yet I've never gotten around to learning how to get the library's audio resources to play on my mp3 player. It's my fault, but mp3 is my preferred audio format. Yes, recently received 2 emails (sent to all library patrons). This email was sent NOT BCC thus all email addresses were exposed. All anyone has to do is copy and paste these addresses!!! Please make sure - library employees are instructed on the correct format to send. This was a breach of privacy How about an "email for dummies" chart near computers. (Where to find icon to click for printer, how to forward an attachment such as a photo, other common questions for those new to technology) How to use headphones, but not have others hearing (question 3- Customer service Good, patron wrote "excellent except for computers". Computers and printers- marked good and fair, then wrote, "Help is hard to get- I have visual problem & wish one could be set up w/ big cursor. But glad they're avail. as I have no printer & use yours!". I'm wondering how is the library adjusting to the digital/virtual world. I hate that the computers have speakers. The library is too loud, people don't respect others' need for concentration. I have a Nook but have found Ebks difficult about the survey- I was going to do on line but firefox declared it an unsafe site- that it wasn't set up in a secure manner. You might want your IT people to look into that I wish that when one was doing an electronic search you could specify that you only want to search for paper books. Usually when I search, ebooks, videos, etc. come up, & one has to check to make sure one is ordering an actual book. You should allow more than 5 pgs of printing per day. Glad you have a photocopier I am disappointed that the computers in the PT Library allow children to play violent video games for all to see. computers are SLOW Nothing to add/Miscellaneous comments St+A34:A60op promoting for children to change their gender. This is child abuse and not the responsibility of the library. nope (for rating "Homebound service (Books on Wheels)" on other side, patron wrote "?") (patron indicated library usage as every 2 weeks) As the only liberal-minded town, in one of the most liberal counties in the state, be guided by liberal values, not the same old conservative crap. Continued: Do you have anything to add Nothing to add/Miscellaneous comments continued See attached letter (patron marked usage as Weekly and Monthly and wrote in "depends".) I use the County library, alot- even though I now live in Port Townsend. (patron selected use as between weekly and monthly, wrote "varies".) Should be a survey given to all property owner- 3 water bills w only 1 survey I could buy any book I wanted for years to come for the library property taxes and levy lift. Library is "old school." (under How would you rate the library? patron wrote "Don't know!! Use to have a King Co library card." (under Youth Programs n/a checked,and noted: "but have observed and heard") (Question 1, patron wrote "our card is for the County library because we live in the county but use both libraries frequently".) (Patron said for question 1 that they had a library card "in Bellingham".) I'm probably hoping (or dropping, sic) out of friends of the library P.T branch- Mornings-noon are like a "day care center"- no one is reading to the kids, moms are yaking, tots and older kids are playing with toys Pt. Hadlock branch is much quieter and organized! not right now- When is the next book sale? I like the $2 book sale and free magazines patron wrote in "necessary" by question 3, ILL (rating on front for Overall, patron wrote "Great... however, admit use County Library much more though I live within 2 blocks of city library.) (Question 1- Online services and ILL, patron marked County. Rated the overall Poor "because of lack of access".) I used to use the library. I don't use the library anymore. Continued: Do you have anything to add Ou+A56:A130r CUSTOMER SERVICE comments library staff is super wonderful. They are very skilled and have exceptional people skills. (under rating for ILL on other side: "Poor: tried- staff did not know how to execute ILL") Desk people always nice & helpful Like that books can be returned to both JCL & PTL. Also, book drops are helpful. thank you for Years of Great Service!!! LOVE the new self check out so I can avoid having to interact with staff! thank you! I appreciate the library & librarians very much! I wish library users were respectful of the items they check out and strive to keep books, etc., in pristine shape. Thanks, Melody Nancy Merrill (gave her phone number) (Also added "Bev! Kesey! Everyone else!") As an American who grew up with Carnegie libraries, I have always known excellent ones. But PT is the best ever! Dick Conway The staff is wonderful- always smiling and welcoming and accomodating recognize the average PT age is 60 (patron wrote in "Jeanne!" next to Customer Service) (comment on ratings: Reference (research assistance) Haven't used/Not applicable: Too scared to ask for help! Do staff have time for this? Employees always polite and helpful Wonderful library and wonderful staff. Your staff and volunteers are so welcoming and helpful. I always feel valued and well served at the library. Just a note of appreciation to the wonderful staff who always greet the patrons/me with a welcoming and helpful attitude. Thank you for your services and helpful staff. Keep up the good work. Melody is a wonderful Library Director. YES, I WOULD LIKE TO THANK THE ENTIRE LIBRARY STAFF FOR THEIR FRIENDLINESS AND DEDICATION Super friendly and helpful staff. Continued: Do you have anything to add CUSTOMER SERVICE comments continued I use ILL a lot because I often want specialized books. I know it's an expensive service. I appreciate it. thanks to library staff for excellent service overall. great helpful/friendly staff Every single employee/volunteers since we walked in the library, has been friendly, welcoming, knowledgeable and helpful. We love the library. It is one of our favorite places! I like the library staff a lot. I find them helpful and friendly. Thank you! Great staff! *It would be 100% great if there were utility bill drop boxes at the library....for 1) water 2) ELEC. 3) trash.... all 3 drop off in ONE location!!! THANK-YOU! for your work and your helpful attitude! Did I mention the wonderful staff!? Our new director has brought new ideas and new life to our community. Bravo! Thank you for providing an excellent community service in outstanding fashion! Special kudos to Librarian Jean Simmons and her exceptional services to the children of our community! There have been many times when requested CDs show available but sit in limbo for months. It would be good for staff to "sweep" through requests over 30 days old and advise customers of status. Thanks to staff and volunteers for making the library a great resource to the community. Too noisy ALL employees are helpful and generous. Also gentle w/newbies and help using all systems The staff is great Thanks to all the staff for great service. Everyone is helpful and friendly! I LOVE our library and its staff! Jeanne and Shilah Rock! clean and helpful. Continued: Do you have anything to add FACILITIES comments Reading areas: Fair- Not enough! IT COULD BE BIGGER. How about a "school" portable in the area of parking lot, so most items are browser available? If you need more space the 1135 Lawrence St. Building is for sale- Cappy Mathias 360-385-1752 (under community meeting room rating excellent: "could use room darkening shades" (Great historic building adds grace to uptown!) * Cozy chairs to sit in and read. Maybe having the split level at the PT library discourages a visit some times... Wish it was twice as big! nice decorations I also like the drop box at QFC. ? more parking Need to fix entrance to parking lot. Some cars bottom out while entering. forgo any and all "upgrades" inside and out!! Parking is often a problem. Open a branch library in the QFC shopping center or the old Union Bank Building on Sims Yes- Sell the current library and build a new one. A good location would be where the old trolley station was located. Just below the peace sign on the Old Nomura Property(San Juan and "F") Continued: Do you have anything to add OPERATIONS comments I greatly appreciate the library being open till 7 Mon-Thurs & till 6 Friday, (as well as being open Sats & Suns)- thanks to staff. Somewhat put off by "training days." I feel that the library budget is disproportionally high for a community of this size. There are many demands for taxpayer dollars and the library (while delivering much needed programs) needs to stay within its existing budget. Any increases in taxes needs to address more pressing problems - - affordable housing - repair of streets and sidewalks in uptown and elsewhere. I think opening at 9 am, even if you have to close an hr early would serve young children and seniors better, never understood why libraries open so late in the morning. Library supporters are facing uncertain times. the digital age will continue to fundamentally change how people access and share information. Future funding will need to be tailored towards planning for new realities, not nostalgic longings for brick and mortar and the musky smells of dusty old books. Sad! Understandably the county has the budget to have so many more choices also the room! I support libraries, I support schools, I support medical services, I support fire and safety services. It's part of being a member of our community. Thank you for having great hours! Even the upscale neighborhood in the big city in which I used to live couldn't keep its library open more than a few short days a week. Very grateful for the increased hours since the levy passed some years ago. I hope the proposal to charge rent for use of the Pink House will be taken off the table for consideration. It's a wonderful community space and the Pink House needs to be available free of charge to non-profits and other community groups. Hour of operation: Good- Like having some hours on Sundays! Lose the attitude about staying independent. JOIN w/ JCLAN and be stronger together. * An OPEN sign because even when the library is open it look dark and closed. * And longer hours every day after work library already closed. LONGER HOURS Looking forward to Grant St. branch. Long promised - long wait. (patron wrote in "2x/week" for library usage) Continued: Do you have anything to add Positive Comments We really appreciate such a terrific resource in a small community PT Library is our 2nd home! Thank you Thanks This is a great library, we are lucky to have it keep up the great work (overall rating for library had both Excellent and Good circled) We love our libraries here in JeffCo! Really think libraries are very important for the community. PT Library does a good job given it is a small library. When I had young children I really appreciated story hour. not really, but thank you for being in this town where I have raised my boys. Keep up the excellent work! Keep up the great work! Thank you for all the wonderful services you provide! I Heart My Library! My Grandmother Melva was a school librarian and I was a library page... WE LOVE THE LIBRARY THE BEST WE HAVE EVER BEEN TO- THANKS. So glad we have such a great library & staff for our community. Not at this time. For a town the size of Port Townsend, we have an amazing library. Thank you!! Continued: Do you have anything to add Positive Comments continued You're doing GREAT! I LOVE the library, OUR library... We are so blessed to have this library right here in beautiful Port Townsend- one more thing to LOVE about living here. Yay! THANK YOU SO MUCH. thank you! I appreciate the library & librarians very much! It's wonderful! Keep doing it! Thank you! So proud of the Port Townsend library : ) I am very thankful you are there!! THANKS FOR DOING A GREAT JOB WITH LIMITED RESOURCES! (patron marked Weekly use, and wrote in "2x3 TIMES".) LOVE OUR LIBRARIES! a library is an important part of any community. I like the continuance of the institution as mentioned in #5. Be pridefull of the concepts that MADE/MAKE America Great. Demand seems to have increased greatly in the 19 years we have used it. thank you so much for all of the good work you do! The library is as essential a public service as schools, utilities, streets, police, and fire protection. Port Townsend's historic and literary significance deserve a landmark library, world-class (in facilities, collection, programs, service) for a city of our size. As a new senior to the area the library has been an important link to meeting people and feeling connected to the community. Thank you so much. Thanks for providing excellent service to the community! Please do everything possible to keep the Library strong and extend its reach in the community. Continued: Do you have anything to add Positive Comments continued Thank you for being such a good resource ! Libraries provide essential community services. I think that given the size of the population, the library is doing a good job. One ring to rule them all. Smiles, they are free. Great library! Much appreciated! I love the PT Library! Thank you! Love the library. Love the library! Thank you! Thank you all for having us over! Love the library! It's so important to our community to have this wonderful resource. Thank you! Our whole family loves the library! From toddler story time to teens + their 2 parents : ) (comment on ratings: Reference (research assistance) Haven't used/Not applicable: Too scared to ask for help! Do staff have time for this? Well done! Helpful staff! THANKS! In this small town, I grateful for all they have. I pay my utility bill online LOVE THE LIBRARY! The library cost me $300.00 in taxes for something that I do not use. (Across the line for Overall rating, patron wrote "Expensive") Continued: Do you have anything to add Positive Comments continued (overall rating marked between Excellent and Good.) Yes- Been using 45 years, it's GREAT. Give me more of Everything. Chester Prudhomme Thank you. I love this library. (Overall rating was Excellent and Good both selected) I love what you guys do. Thank you for creating a great community. Thank you so much for providing such a valuable service through so many means. Mostly, this library is very friendly and helpful. A great place to be! :) For a small library it is impressive. Thank you for all you do for our community. I love the library! Thank you to all involved. The library is a huge plus in our community. Keep up the good work! Thanks so much for being an amazing place to be when I'm bored and because I just love it here. Also thank for being here my whole life (heart)! T. I love my library, and librarians are great. Wish audiobooks were more intellectual. Love our library! (patron drew a heart) Thanks for your services! great resource Kees- Nope! I love the library! Continued: Do you have anything to add Positive Comments continued thanks (smiley face) No, thank you! (other side - patron rated the library overall both "excellent" and "good") I/WE (heart) P.T. Library Keep up the good work. The library works! Don't you love it! (heart) Thank you for being there! I love my library! I love you Nope : ) THANK YOU FOR THIS LIBRARY! Love the movies, love the layout and feel of the library. The grounds are pleasant for sitting. I viewed eclipse there last year & favorite place to watch Rhody parade. (Patron wrote in on Question 3, Youth Programs, "Although I haven't used I have observed AWESOMENESS." for Online Services, they wrote in, "But my partner does for putting movies on Hold- EXCELLENT." For Hours of Operation, they wrote in, "Need longer hours on Friday- Sat & Sun!"). Keep up the good work! I love the library. We feel the library is a wonderful community asset. It's one of the first places we went when we moved here. It made us feel part of the community. (for question 3, patron rated Overall Excellent and wrote in, "for its size"). (heart) thank you! (heart) Nope! (patron checked in between boxes for library usage: "weekly/monthly") Continued: Do you have anything to add Positive Comments continued I am very contented/proud with your services Good job! Our library is very important to the community and local area - like the book drop at QFC- would like more neighborhood involved - we have a great small library here at Towne Point in our clubhouse - very easy to use for home bound and children to enjoy. The library website has a lot of great information. Reading is the Best enjoyment for all ages. we need to know, ask questions, enjoy events, stories of the past, wonder about the future - The written word is better than all TV, computers and etc. Hard to think what life would be without Libraries in our community! Love you! No (patron rated library between "excellent" and "good") Thanks! Just to say Thank you! Keep up good work. Thank you so much. The public library in the US is one of the most remarkable genuinely public institutions we have left. We have to cherish it and safeguard against attacks against it. (patron added on rating the library: "Superb! Excellent! Can't live without it!") We love our library! (patron rated library overall: "very good") Keep up the good work. Librarians need better pay! More respect! and lots of love. "I love the Port Townsend Library!!!" I'll keep coming back. over all exelent Keep up the good work. No Thanks Library Staff : ) Thank you for being here and for all that you do for this community. I love the Library! The library does an amazing job with the funds available Thank you PT library! My children and I are very grateful for our wonderful library and staff! Love our local library! My wife and I love the library. Continued: Do you have anything to add COLLECTIONS comments I would like to check out DVDs, but never seem to think about it (patron checked both boxes for rating library: 'excellent' and 'good') I would like to see the DVD collection updated with new titles both current and classic (Rated Collection Excellent on question 3, and wrote in, "combined with Jeff Co. collection.") I appreciate your magazine recycling program. I like the magazine recycle. I also really appreciate discovering local authors &/or people w/ties to this community via the library:/shelves ex: Jack Cady Rikki Ducornet I LOVE ebooks; only recently discovered how easy to use/check out via overdrive. But I never want it to replace tangible library & hard copy books, magazine, etc. -More books on CD would be great! -It would be nice to be able see in a separate catalog all the books-on-CD titles & descriptions (in rating Collection, person circled DVDs and said "poor", then rated the collection Excellent "otherwise") We also appreciate the e-books thru the WA Anytime Library. (patron adds on other side: "Appreciate the internet is on after hours" "didn't know there was a FB pg") provide more books for teens please! More up to date DVD's. Family movies. Location on TipTop & very bottom shelfs DVD's are very hard to access. More space and eye level. Also keep bumping into cuz narrow space to review DVds. *Love books for sale need more of them. More DVD's for sale. Isolate area w/ no cable or WIFI. So library is my go to place! Plus nice people. always love this library keep adding new books! I REALLY wish the library wasn't getting rid of so many books. NOT ENOUGH book selection. (Patron wrote in "Fantastic!" by Adults Programs in question 3, and by Overall rating wrote in, "with a desire for many more books".) *Love the magazine/drop/trade bins! and used book sales *Love the Book Club Kits! I find the audio books a little limited and a bit hard to download but it's such a tiny issue. Continued: Do you have anything to add COLLECTIONS comments continued I wish the library could afford a DVD streaming service. Maybe it will be feasible some day. Although I haven't made use of them yet, I love the variety of non-book "kits" you have to be checked out. Seed Library 4 Free Unlike many of my friends I still prefer a paper book to an e-one. Not at this time. (Patron added: "Need more books" after Collection (question 3) and for Computers and Printers (question 3) they added "looked up a thing or 2 a while back" I so appreciate your EBook catalog- Keep up the great work Particularly appreciate the magazine exchange. I use it often. (Question 3, both Good and N/A marked for Collection) Put back online magazines. PORT TOWNSEND AUTHOR ROBIN RAY DONATED 7 OF HIS BOOKS TO THE LIBRARY BUT THEY HAVE NOT BEEN PUT INTO CIRCULATION IN NEW AUTHORS SECTION. (from other side under excellent rating for collection): "for such a small system; I do rely on JCL new books- some one there is buying the international and varied fiction I like."