2016
Greenwich Library
Community Survey and Stakeholder Interviews
Report
GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
Greenwich Library 2015-16 Community Survey and Stakeholder Interview Results 1.0 Introduction .............................................................................................................................................................................................................................. 2 1.1
Greenwich Strategic Plan .............................................................................................................................................................................................. 2
1.2 Need for Additional Insight........................................................................................................................................................................................... 2 2.0 Community Survey: Overview of Methods and Profile of Respondents....................................................................................................................... 3 2.1 Survey Design and Implementation ............................................................................................................................................................................ 3 2.2 Survey Respondent Demographic Profile ................................................................................................................................................................. 4 3.0 Stakeholder Interviews: Overview of Methods and Interviewees ................................................................................................................................. 7 3.1 Stakeholder Interview Process and Interviewees..................................................................................................................................................... 7 3.2 Stakeholder Interview Protocol and Methods........................................................................................................................................................... 7 4.0 Findings ......................................................................................................................................................................................................................................8 4.1 Library Use .......................................................................................................................................................................................................................8 4.2 Programming Insights ................................................................................................................................................................................................... 11 4.3 Digital Library Insights ................................................................................................................................................................................................. 16 4.4 Communication Preferences ...................................................................................................................................................................................... 18 4.5 What If? ......................................................................................................................................................................................................................... 20 5.0 Summary of Key Findings .................................................................................................................................................................................................... 24 Attachments ................................................................................................................................................................................................................................... 27 Attachment A: Survey Instrument .................................................................................................................................................................................... 27 Attachment B: Stakeholder Interview Protocol .............................................................................................................................................................. 36
GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
1.0
Introduction
1.1 Greenwich Strategic Plan Greenwich Library embarked on a strategic planning process in 2011 to investigate and respond to key issues facing the Library. The process was a broad and profound exploration of the current and future role of Greenwich Library, drawing on the knowledge and experience of its patrons, Trustees, and staff. The result was a 5-year (2012-17) Strategic Plan that articulated strategic initiatives in Collections, Technology, Lifelong Learning & Achievement, Service & Community Space, and Community & Connections. In the years since, the Library has used the Strategic Plan to guide planning and decision-making. The Library remains one of the nation’s premier public libraries as evidenced by its consistent five star ranking by Library Journal.
1.2 Need for Additional Insight Midway through strategic plan implementation, it became clear that an updated understanding of community needs and preferences would be critical to further progress. The Library identified that to move the plan forward, deeper insights were needed related to programming needs and preferences, experiences with the Library’s digital offerings, the use of physical space, and the community’s desire for new library services. Additional information on these topics would be especially valuable to inform the following initiatives: Initiative ❸ Use appropriate media and targeted messages to raise patron awareness of relevant Library resources. Initiative ❹ Ensure our patrons and staff have access to established and emerging technologies and the opportunity to achieve technological literacy. Initiative ❺ Meet the needs and interests of Greenwich residents by making strategic programming choices. Initiative ❼ Strengthen our focus on satisfying the questions, needs, and preferences of our patrons. Initiative ❽ Reimagine our public spaces to reflect changes in technology and how people use the Library. Initiative ❿ Expand and focus our partnerships for the collective benefit of the Greenwich community. To gain that fresh perspective and updated understanding of community needs, the Library undertook a Community Survey and stakeholder interview process to gather information from the Greenwich community. The Library draws from the direction set in its Strategic Plan and many other sources of information in its decision-making. The Community Survey and stakeholders interviews are two important methods for the Library to gather information about the Greenwich community’s needs and interests. However, they are not intended to be and will not be used as the only sources of information for Library decision-making.
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
2.0
Community Survey: Overview of Methods and Profile of Respondents
2.1 Survey Design and Implementation Greenwich Library convened a Survey Committee in summer 2015 to establish the study’s learning objectives and to inform survey design and implementation. The committee convened three times before the survey was deployed on September 21, 2015 for four weeks. The full text of the survey can be found in Attachments A. Comprehensive efforts at survey promotion before and during the survey window were led by Library staff and included:
2015 Survey Committee
» E-mail newsletters
» Angelique Bell, Trustee
» Website updates
» Nancy Better, Former President of the Board of
» Posters » Bookmarks distributed with library transactions » Paper surveys available » Facebook ad » Outreach via community partners, including local nonprofits, town government, and schools The October 2015 survey reached 2,219 persons, or approximately 5% of Greenwich’s population over 14 years of age. Exhibit 1 illustrates the total number of survey responses received according to the format and language of response. The same statistics from the 2011 Community Survey are shown for comparison. The 2011 survey enjoyed an unusually high response rate for library community surveys. The high rate was likely due to the direct tie-in to the strategic planning process and the fact that it was the first time Greenwich Library had undertaken a community-wide survey in many years.
Trustees » Wynnkie Delmhorst, Manager of the Information
Services team » Miguel Garcia-Colón, Branch Manager of the
Byram Shubert Branch Library » Jane Marsh, Trustee and Chair of Planning
Committee » Barbara Ormerod-Glynn, Library Director » Kate Petrov , Public Relations Officer » Stephen Schmidt, Acquisitions Librarian for fiction » David Waring, Peterson Music Librarian
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
2.2 Survey Respondent Demographic Profile The distribution of survey respondents by income mirrored that seen in 2011. As compared to 2010 census data for the Town of Greenwich, respondents in both surveys were less likely to be in the below $50,000 income bracket, and slightly more likely to be in the upper income brackets. Ninety-three percent of respondents indicated that they speak English as their primary language. Though not directly comparable, as a point of reference, 72% of Census respondents indicated they speak “English only” at home. The most common “other” languages among survey respondents were other Indo-European languages, including German and Italian.
Exhibit 1. Respondent Distribution by Respo Response Type, esponse Type, 2011 and 2015 6,000 5,000
5,480
4,000 3,000
2,190
2,000 1,000
63 14
40
7
-
2011
Exhibit 2 . Distribution by Income, Survey respondents 2011 and 2015 (n=1,528); Greenwich overall 50% 40% 30% 20%
20% 10%
13%
22%21%
30% 30% 26%
39% 36% 35%
8
-
2015
Exhibit 3. Respondent Distribution by Primary L anguage, Survey Respondents 2011 and 2015 (n=1,875) 100% 92% 93% 80% 60%
19%
40%
10%
20%
3% 1% 1% 1% 1% 1% 1% 0% 0% 0% 2% 3%
0%
0% Less than $50,000
$50,000 to less than $100,000 2011
2015
$100,000 to less than $200,000 Census
$200,000 or more
2011
2015
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
Survey respondents are generally older than the population of Greenwich. Consistent with results in 2011, there was under-representation of youth under 19 years of age. Those above 55 years old were over-represented among survey respondents. Sixty-one percent of Greenwich households do not have children living at home and the survey population reflected this proportion. Among families with children, however, households with children between 6 and 18 were slightly over-represented while those with children under 6 years old were under-represented. No census data was available for the overall Greenwich population of families with children over age 18 living at home. Exhibit 4. Distribution by Age, Survey respondents 2011 and 2015 (n=1,724); (n=1,724); Greenwich Greenwich overall
Exhibit 5. Distribution by Family, Survey respondents 2011 and 2015 (n=1,841); (n=1,841); Greenwich overall 80%
50% 38%
40%
32% 26%
29%
30%
2% 1%
12%
11%
9%
18%
40%
31%
16%
20%
5%
13%
26% 23%
15%
13% 13%
8%
0%
0% Up to 19
59% 61% 53%
26% 19% 20%
20% 10%
60%
20-34 2011
35-54 2015
55-64
Census
65+
Children Children over 18 No children Children under living at home age 6 at home between 6 and at home 18 at home 2011
2015
Census
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
Exhibit 6. Distribution Distribution by Education, E ducation, Survey respondents 2011 and 2015 (n=1,871); Greenwich overall 80% 60%
49% 33%33%34%
40% 20%
15% 2% 1% 4% 4% 2%
Graduate or postgraduate degree
Census
Bachelor's degree
2015
Associate's degree
Some college
2011
32%
8% 8% 10% 4% 3% 4%
High school diploma/GED
Some elementary/high school
0%
53%
Exhibit 7. Distribution by location, Survey Respondents 2015 (n=1,886) I don’t live in Greenwich 18% Riverside 11% Cos Cob 13% Old Greenwich 9%
Other (Mid-Country, Banksville) 7% Back Country 6% Byram/Chickahominy 7% Glenville/Pemberwick 11%
Survey respondents tended to have attained higher levels of education as compared to the overall Greenwich population. Those with a high school diploma or GED were underrepresented in this survey. Survey respondents hailed from all parts of Greenwich. Eighteen percent of respondents came from places outside of Greenwich1, a proportion comparable to the results from the 2011 survey (19%). The demographic profile of survey respondents is a critical lens through which the reader should interpret the survey findings on the following pages. Given that
respondents selfself-selected to complete the survey, care should be taken in extrapolating from what what the results tell us about survey respondents to what we believe to be true for the full Greenwich population. We note that the survey is only one source of information that the Library has at its disposal for decision-making. Other feedback strategies and the staff’s combined knowledge and experience should be used to further strengthen and balance out the results found here.
Central Greenwich/Downtown 18%
1 This population may include town employees; people who go to school or work in Greenwich and live elsewhere; and State of Connecticut residents from other communities who are eligible for Greenwich borrowing privileges
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
3.0
Stakeholder Interviews: Overview of Methods and Interviewees
3.1 Stakeholder Interview Process and Interviewees The Survey Committee convened in late 2015 to review preliminary survey results and discuss the next phase of the community feedback effort – stakeholder interviews. The purpose of stakeholder interviews was to bolster the information received through the Community Survey, digging deeper on some issues and complementing the data gathered through the survey. Interviewees were chosen to be representative of major Greenwich stakeholder groups and were targeted to provide information supplemental to the 2015 survey results. Questions focused on the Library’s role in the community, programming and digital resources, communications, and partnerships. Interviewees represented town government, education groups and schools, seniors’ organizations, arts and culture, the business community, and neighborhood associations.
3.2 Stakeholder Interview Protocol and Methods To facilitate the interview process, a complete Stakeholder Interview Protocol was developed. The full protocol can be found in the Attachments section. The protocol identified outreach efforts, interview scheduling, interview length, and interview questions for each interviewee. Interviewees were asked 12 questions focusing on the Library’s role in the community, programming, partnerships, and communications.
Stakeholder Interviewees »
Jenny Baldock, former President, Greenwich Library Board of Trustees
»
Susan Ball, Deputy Director, Bruce Museum
»
Josh Brown, Chairman, RTM Education Committee
»
Jenny Byxbee, Greenwich United Way Youth Services Coordinator
»
Lori Contadino, Director, Commission on Aging
»
Shelly Cryer, Curiosity Concerts
»
Julie Faryniarz, Executive Director, Greenwich Alliance for Education
»
Ellen Flanagan, Deputy Superintendent, Greenwich Public Schools
»
Livvy Floren, Connecticut State Representative
»
Sharon Fortenbaugh, Chairman, Friends of Greenwich Library
»
Mary Lee Kiernan, Town of Greenwich Board of Estimate and Taxation Budget Committee
»
Mary Ellen LeBien, former President, Greenwich Library Board of Trustees; current Co-chair, Friends of Greenwich Library Oral History Group
»
Debra Mecky, Executive Director, Greenwich Historical Society
»
Marcia O'Kane, President and CEO, Greenwich Chamber of Commerce
»
Robert Robins, member, Retired Men’s Association
»
Jim Shattuck, Business Counselor, Fairfield County SCORE
»
Kathy Stemmer Frumento, Director of Library Services, Greenwich Hospital
»
Alexandra Stevens, Greenwich High School Media Specialist and Friend of Cos Cob Library
»
Peter Tesei, First Selectman, Town of Greenwich
»
Bobby Walker, CEO, Boys & Girls Club of Greenwich
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
4.0
Findings
The following sections present findings from the survey and stakeholder interviews. Where possible, comparable data from the 2011 Community Survey are included alongside the 2015 survey results. In analyzing survey results, input was disaggregated by respondent demographics, including age, income, education, presence of children in the family, and primary language spoken. When results differed noticeably along these demographic lines, we make note of it in the discussion below. Where no such such note is made, differences among
demographic groups were found to be minimal. minimal. The results are presented according to the following topics covered by the survey and interviews:
» Library Use
Exhibit 8. Frequency of Use (library (library building or library website) website) (n=2,216)
» Programming Insights » Digital Library Insights » Communication Preferences » What If?
4.1 Library Use When asked how often they use Greenwich Library, a majority of respondents consider themselves frequent users. Seventy-five percent of respondents that are users go to the Library or use the Library website every few days or every few weeks. A small percentage, only 2%, or 51 respondents, said they had not used the Library in the past year. This group was considered “non-users” and asked to respond to only a subset of remaining questions. Respondents visiting the Library at all other frequencies were considered “users.” Respondents were then asked to identify which Library branches they visit regularly. As can be seen in Exhibit 9, the majority, 85%, visit the Main branch regularly. Cos Cob Library is the second most visited branch by respondents at 21%, followed by Byram at 11%. Of those respondents primarily visiting a nonGreenwich library, Perrot was the most common (84%). Other frequented nonGreenwich libraries were Ferguson Library in Stamford (7%) and Darien Library (3%). Respondents from Old Greenwich and Riverside were the most likely to primarily visit a non-Greenwich Library.
Every few months, 13%
A few times a year or I've never less, 10% visited a Greenwich Library or have not done so in a year, 2%
Every few weeks, 34% Every few days or more, 41%
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
Exhibit 9. Regularly Visited Library Buildings Buildings (n=2,086) (n=2,086)
MainLibrary ByramShubertLibrary CosCobLibrary ANon-GreenwichLibrary
85% 11%
Exhibit 10. 10. Frequency of Use of Library Library Website (n=2,092)
A few times a Every few year or months, less, 13% 15%
I've never visited the Greenwich Library website or have not used it in a year, 8%
21% 16%
Every few weeks, 32%
Every few days or more, 33%
Survey respondents visit the Greenwich Library website in a similar distribution to their response about visiting actual branches. Most library users who responded to the survey use the Greenwich Library website either every few days, or every few weeks (65%). A small percentage, 8%, responded that they have not used the website at all in the past year. Later questions on communication preferences reveal that visits to the Library website is the second most preferred means of keeping up to date with Greenwich Library.
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
Shifts in library use have been a major recurring theme for modern libraries nationwide. Greenwich Library tested its patrons’ preferred use of the Library both in 2011 and 2015. Both surveys found consistent responses in that traditional uses of the Library remain the most popular.
» Eighty-three percent of respondents use the Library to check out books or other materials, and approximately 50% use it to pick up holds or read or browse on location.
» Since 2011, use of the Library as a space to study, read, do research or homework has also increased by 10%. Over the same timeframe, programming’s popularity as a use of the Library has increased by 7%. Over one-third of responding patrons attend classes, lectures, activities, or events at Greenwich Library. Qualitatively, stakeholder interview feedback reinforces this finding. Most individuals stressed that they appreciate Greenwich Library being a place of high quality materials, and also noted the importance of the Library as a community gathering space for study groups, local organizations, and for use in the event of town emergencies.
Exhibit 11. 11. Common Library Uses, Uses, 2011 and 2015 (n=2,094) 83% 89%
Check out book or other materials
50% 44% 47% 45% 34% 27% 28% 25% 2015 24% 14% 2011 22% High growth since 2011 24% 20% 22% 19% 15% 15% 11% 8% 8%
Pick up materials on hold Read or browse the library's collection Attend classes, lectures, activities, or events Visit the art gallery Study, read, do research or do homework Get help from library staff Use library computers Use the library's wireless network Eat at the Cafe Other 0%
50%
100%
Options asked in 2015 only Uselibraryequipmentforfaxing,scanning,copies,etc.
11%
Usethelibraryforbusinesspurposes Listentomusic Workwithatutor
8% 5% 3%
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
4.2 Programming Insights Survey respondents indicated most interest in programming related to classes, author talks and lectures, and films, plays, and musical performances. Family time and help with tasks were the lowest priority, likely reflecting demographics of the pool of respondents in part. Stakeholder interviewees, however, expressed a desire for increased programming for students, including homework help, as well as a focus on seniors in the community and engaging around their needs. Exhibit 12. 12. Interest in Potential Programming by b y Type (n=2,052)
Learn something new (classes, author talks, and lectures)
42%
Enjoy a film, play, or musical performance
41%
Learn a technology skill (computer classes, coding) Learn a new non-technical skill (languages, writing, investment) Get help achieving a personal goal (health/fitness, meditation, parenting, resume/interviewing) Do a one-time project (build an app, use a 3D printer, arts & crafts) Exchange ideas with other community members (book groups, travel club, current event discussions) Enjoy an activity with family or friends (storytime, board game/video game day, other age appropriate activities) Get expert help with an upcoming task (test prep, taxes) Definitely interested!
46%
8%
44%
26%
11%
43%
20%
24%
44%
28%
17%
38%
37%
16%
38%
37%
16% 15% 12% Could be interested
43% 29% 30%
33% 47% 48%
Not interested
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
Programming Fees. When asked whether they would be willing to pay a fee to help cover the costs of a program, a majority of respondents responded “yes” (62%). When respondents to this question are broken out by income level, it is interesting to see that the bulk of each bracket responded “yes,” with the lowest percentage of “yes” respondents in the under $50,000 per year income bracket, although this bracket too had a high “yes” response rate at 45%. Exhibit 13. 13. Respondents Willing to Pay a Fee for Library Programs (n=2,040) Yes, 62%
I have not attended any programs recently, or I cannot say, 24%
%Yes, by income Unspecified $500,000 +
80%
$350,000 to $500,000
81%
$200,000 to $350,000 $100,000 to $200,000 $50,000 to $100,000 No, 14%
55%
< $50,000
69% 61% 64% 45%
Additional Insights » Age was not a significant factor in willingness to pay for programs,
except for the youngest group (under 19) which was the least willing to pay (38%). » 50% of non-users reported willingness to pay a fee.
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
Stakeholder interviewees provided more in-depth feedback on the question of charging a fee to help offset the costs of some programs at the Library. Overall, the majority of stakeholders interviewed supported charging a fee for some programs, with some important caveats:
» Fees should not be considered for all programs, only those that warrant a fee being charged (well-known speakers, programs where attendees receive some sort of materials with attendance, etc.).
» Fees should be kept relatively low. » Fees should be structured so that individuals can “opt out” of the fee if desired, maintaining the accessibility of Greenwich Library programs (especially for low-income individuals and those on a fixed income).
» The Library should be transparent about what the revenue from the fee would be used for. Of the stakeholders who disagreed with the idea of charging a fee to offset the costs of some programs at the Library, all emphasized that a primary programming role of the Library in the community is to provide accessible, approachable, free programs. These stakeholders felt that maintaining free programs provides the Library with flexibility to determine the best mix of programs, and sets it apart from other programming providers in the community. The Library is committed to maintaining accessibility to programming for all of Greenwich’s residents. It is important to note that the Library is simply exploring fees as an option to offset the costs of bringing in particular high-quality, high-demand programs. This question was posed to assess patrons’ willingness to defray the cost of a high profile speaker or program that the Library would not otherwise be able to fund, ever mindful of the Library’s goal to provide free and open access to information. This feedback from the community is one piece of information and will not immediately result in fees for some programs but will rather add information and perspective to the Library’s considerations in the future. Availability and reasons for not attending programs programs. ms For survey respondents, weekday evenings and weekend afternoons are the most popular times for programming, although availability was generally spread throughout the week with at least 35% of respondents indicating availability at any given time. Stakeholder interviewees were asked about programming times and many emphasized the importance of making all types of programs accessible to a variety of individuals in the community, including working families. For example, holding some children’s programming in the evenings would help make these programs more accessible. Non-user survey respondents were asked specifically why they do not attend Greenwich Library programming. Of those respondents (51 total), main barriers were related to information and awareness, which makes sense as they have access to fewer mediums of information from the Library than regular users. It is notable that logistical barriers, such as parking or library hours are not significant barriers, nor is level of interest. Of the 34% who responded “other,” primary reasons identified were related to not having time or the physical ability to attend programs and being new to the area or not being from Greenwich. These dynamics were echoed qualitatively as well. Among stakeholder interviewees, the most commonly cited reason for not attending Greenwich Library programs was related to working full time and not having the available free time or due to living outside Greenwich.
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
Exhibit 14. 14. Availability for Attending Library Library Classes, Lectures, Events, or Activities (n=2,017) Weekday Evenings
60%
Weekend Afternoons
55%
Weekend Mornings
42%
Weekend Evenings
41%
Weekday Afternoons Weekday Mornings
Exhibit 15. 15. NonNon-User Reasons for Not Attending Library Programming (n=37)
38% 35%
Additional Insights » Non-users reported availability at lower rates for all time slots. » 72% of respondents with children under 6 preferred weekend afternoons (vs. 55% of all
respondents). » Respondents over 65 years of age tended to be more available for all time slots
(excluding weekend mornings)
I am not aware of what programs are available
40%
I do not know how to find out about programs and/or how to register for them
26%
Library locations aren't convenient
17%
No need: I am too busy for or not interested in classes, lectures, and activities in general No need: I attend classes, lectures, activities, and events elsewhere Parking near the library is difficult
14%
11%
6%
» Weekday evenings were the most popular slot for all program types, but weekend
afternoons and mornings were good second and third choices for certain types of
Program hours aren't convenient
3%
The available programs are not interesting to me
3%
programming: o Health/fitness & meditation: 71% weekend afternoons, 56% weekend mornings o One-time projects: 71% weekend afternoons, 60% weekend mornings o Activities with family and friends: 72% weekend afternoons, 63% weekend mornings Other (please specify)
34%
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
Many respondents indicated desire for additional children’s programming at Greenwich Library, which is interesting given that only 34% of survey respondents had children under the age of 18 at home. Some respondents expressed interest on behalf of grandchildren or other family and friends with children. Of those who indicated interest, the most popular programming areas desired were computer and technology related, art classes, and science programs. The priority programs did not vary according to whether the respondents had children or their children’s ages. Exhibit 16. 16. Respondents Interested in Additional Children’s Programs Programs (n=1,292) (n=1,292) Computer/technology/ coding classes/3D printer
55%
Additional Insights Non-users respondents were distinct from the overall survey sample in having a stronger preference for art classes (62%), and slightly lower interest in science and computer classes.
Art classes
50%
Suggestions for other children’s programs included: »
Children’s author visits or literature programs (like Young Critics)
Science programs
Robotics programs
Other (please specify)
50%
33%
23%
»
Yoga
»
Bi-cultural or foreign language programming
»
Music, drama and acting programs
»
Leadership or career services
»
Storytime and lap-sit
»
Cooking and crafting
Stakeholder interviewees identified topic areas that they felt needed more programming options in the community. The most commonly identified areas were related to after-school programs for students (homework help), a wider range of cultural programming, and more programs focused on encouraging community dialogue around tough issues of the day (race, religion, global events). No consistent topic area was identified as too saturated by other providers in Greenwich by interviewees, and some interviewees even stressed that it is okay for library programming to be duplicative of other programs because the Library provides a unique, free set of programs reaching different demographics and different individuals.
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
4.3 Digital Library Insights Exhibit 17. 17. Respondents’ Experience with Library Digital Resources (n=1,957)
12%
Streaming or downloadable music
12%
Continuing education online
Source: Greenwich Library Circulation Data
11%
24%
22%
16% 18%
27%
20%
14%
10%
24%
35%
15%
I know about it but don't use it I get this somewhere else
Exhibit 19. 19. eBook Circulation (Overdrive)
120000 100000 80000 60000 40000 20000 0
Circulation
2015-16
2014-15
2013-14
2012-13
2011-12
2010-11
Holdings
2009-10
2015-16
2014-15
2013-14
2012-13
2011-12
2010-11
2009-10
2008-09
2007-08
Holdings
6%
23%
19%
I know about it and use it I didn't know we had it
2006-07
Circulation
21%
30%
Streaming or downloadable movies and TV
Exhibit 18. 18. Downloadable Audiobook Circulation (Overdrive/OneClickDigital)
35000 30000 25000 20000 15000 10000 5000 0
40%
Streaming or downloadable audiobooks
2008-09
Circulation trends reinforce these survey findings, showing that eBooks and Audiobooks have increased in circulation significantly in the past several years. Exhibit 18 and Exhibit 19 both illustrate circulation trends of some of these resources based on existing library data.
eBooks and eMagazines
2007-08
Survey responses indicated that awareness among the community is lowest for continuing education and streaming media resources in the digital library collections. Continuing education is one of the Library’s most newly available digital resources. Streaming and downloadable audiobooks, eBooks, and eMagazines are the most likely digital offerings to be known about and utilized by patrons. Streaming or downloadable music and TV were the resources most likely to be accessed in places other than Greenwich Library, potentially via commercial services like Spotify and Netflix.
Source: Greenwich Library Circulation Data
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
When asked about ease of use and library staff abilities in relation to digital resources, 68% of respondents indicated that they are confident that library staff can help them with technical support in accessing a digital resource and 59% agreed that the Library does a good job supporting patron access to digital resources. There is some room for improvement in terms of how quickly users can gain access to a digital item as only 49% of respondents agreed that there is typically a reasonable wait time for accessing digital resources. Respondents who selected ‘disagree or strongly disagree’ Exhibit 20. 20. Percentage of Respondents who Agree or Strongly Agree (n=317) to any of the statements were asked to explain their with the Following Statements (n=1,903) responses further. A large proportion of those explained that they were not confident in their own skills and abilities to access digital resources. Several mentioned how they rely on If I need help accessing a digital resource or encounter a technical difficulty, I am confident 68% younger family members and coworkers to navigate these library staff can provide the help I need. systems. Particular resources cited as confusing or frustrating were Overdrive, Zinio (eMagazines), and One Click Digital When I want a digital resource, I am confident 60% Audiobooks. Common frustrations included having to navigate in my own skills to be able to access it. between several websites and unintuitive user interfaces. Another group of respondents expressed dissatisfaction with My library does enough to make sure those 59% the wait times for popular eBooks. Respondents also expressed who want to access digital resources can do so. some dissatisfaction with the staff’s ability to provide technical assistance. The branch libraries, in particular, were mentioned When I want a digital resource, there is usually 49% as having weaker technical support both in that staff often no wait or a reasonable wait for it. refer patrons on to the Main Library for help, or that technology introduction and training classes are held at Main more than at the branches. Finally, non-Greenwich resident patrons mentioned their inability to access digital resources due to publisher restrictions as a reason for disagreeing with the statements shown in Exhibit 20. Those respondents who answered that they have had experience with technical support at the Library were also asked to comment on their experiences with library technical support. Thirty-one percent of respondents answered that they would change nothing about their experience and that their issues were resolved satisfactorily. The most common piece of feedback from respondents was that there is currently a wide range among staff in terms of their ability to assist and troubleshoot technological problems. Respondents suggested solutions that ranged from better training to identifying for patrons which staff are best equipped to troubleshoot specific topic areas. Respondents also suggested making technical support more available through expanded hours or a variety of ways to access it (phone line, chat function, collaborative help) in light of the fact that when they encounter issues accessing digital resources, they are likely at home or in another place that is not the Library itself. The Library is currently undergoing a website redesign, and the new website may feature easier access to help functions, as well as instructional videos on using various library resources.
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
4.4 Communication Preferences Respondents’ preferred methods of communication closely mirrored those identified in the 2011 survey. The top two means of receiving information from the Library were the e-newsletter or e-mail (82%) and the website (50%). There is some interest in text messages (9%) similar to some currently used outlets like Facebook or Twitter (8%). There was a decrease in interest in receiving communications via nonlibrary sources such as newspapers or the radio from the 2011 survey, but other differences between the two survey years are miniscule. Respondents showed a strong preference for pre-registering for classes and programs via email or the library website (86%). Exhibit 21. 21. Respondents’ Preferred Methods of Communication from the Library
82%
Library e-newsletter or email
Library website
38%
Phone-in
48% 16%
In-person
16%
Other (please specify)
7% 5% 1%
9%
7%
Non-library sources (newspapers, radio, blogs, etc.)
8%
Library Facebook or Twitter feed
8%
Other (please specify)
48%
50%
In-library print materials (posters, fliers, bookmarks)
Library blog
Email
83%
Library website
Text messages sent to mobile device
Exhibit 22. 22. Respondent Preferences for Pre Prere-registering for Classes (n=1,956) (n=1,956)
14% »
of educational attainment (some college or below) were more
7% 3%
2% 3%
Additional Insights Respondents from lower income brackets and with lower levels likely to prefer phone-in and in-person methods of registration
2015
for programs.
2011
2%
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
When it comes to being reminded about events or programs they have registered for, survey respondents also overwhelmingly prefer email (87%), with only 13% choosing text messaging as their preferred medium. Most respondents prefer a few days of notice for these reminder emails, and 22% only want a day’s notice. These findings were echoed in the stakeholder interviews as well. Stakeholders noted strong personal preferences for communicating with the Library and being able to register for events online or via email. Exhibit 23. 23. Respondents Preferences Preferences for Medium and Timing of Event Reminders Reminders (n=1,944) The week before the event, 11%
Text message to mobile device, 13%
I don't usually preregister for events, 5% The day before the event, 22%
Email, 87%
2-3 days before the event, 61%
Aside from their own preferences, stakeholders were asked what they have found to be the most effective methods for communicating in their own work. All stakeholders stressed the importance of employing a range of diverse methods, including email, social media, and print media in order to hit all demographics. Stakeholders emphasized the value of partnerships in communicating with the community, noting that more effective campaigns will leverage the communications methods and lists of partner organizations. For example, if the Library is promoting an afterschool program, they could partner with local PTAs to reach more people. Stakeholders also suggested that library communications be more targeted, sending subject-specific information to those individuals who have indicated interest in the past. A key component of this type of communication is having library users update their communications and topic preferences frequently, each time they renew their library card, for example. Another tool would be using social media to post realtime updates, for example, a Facebook status update noting a new book that has just arrived or an author reading that evening.
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
4.5 What If? In the 2015 survey, respondents were asked to provide feedback to the Library on their priorities for improvements to the Greenwich Library in the coming years. They were first asked what type of improvement, whether programming, digital collections, or physical collections, was their highest priority. They were then asked about priorities among a list of improvements to the Library’s physical spaces. Respondents were also asked about extended hours at various branches. Finally, respondents were asked to “think big,” brainstorming their best ideas for improvements to Greenwich Library. The exhibits below detail their responses to these questions. Respondents’ priorities for library improvements were roughly split in third among physical collections, digital collections, and programming. The most popular area for improvements was physical collections, with 39% of respondents prioritizing physical collections over programming or digital. Of those preferring improvements in physical collections, 75% favored improving and expanding book collections. Though the question was asked in a different way (allowing respondents to select multiple priorities), physical collections and books were also the top investment priority in the 2011 survey. Exhibit 24. 24. Improvement Areas for Library Services Services Ranked as #1 by Respondents (n=1,737; n=1,691 for physical collections)
Classes, lectures, activities, and other events, 26%
Physical collections (books, compact discs, DVDs), 39%
Of physical collections, (% ranked as #1). DVDs, 17% Music CDs, 5%
Books, 75%
Digital resources you can access online or on a device, 33%
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
Extended L ibrary hours. hours When asked about extended library hours at various branches, a majority of respondents replied that they are happy with Library hours as they currently stand, and they would prefer an investment of resources to be spent on something else. Of those who did favor extended hours, extending Sunday hours at the Main Library was the most popular. Improvements to the Library’s physical spaces. spaces When respondents were asked about improvements to library space, a majority identified more study or meeting rooms as a top priority, followed by expanded children’s or young adult space. Exhibit 26 shows priorities for redesigned space by percent of respondents who favored the options for modifications to library space. Additional Insights Suggestions for other modifications to space included: »
Designated quiet nooks or/reading spaces
»
Computer lab improvements
»
Teen homework help or tutoring zone
»
Tech help zone
Exhibit 25. 25. Extending Library Branch Hours (n=1,857) Extended Sunday hours at Main, 24% Extended weekday hours at the Byram Shubert branch, 5%
The hours are fine; I would spend it on something else, 66%
Extended weekday hours at the Cos Cob branch, 6%
Exhibit 26. 26. Priorities for Investments in Library Physical Space (n=1,916) More Study or Meeting Rooms
48%
Children's or Young Adult Space Expansion
42%
Renovated Café
40%
A very small number of youth responded to the survey (n=16), but it is worth noting how their priorities for space differed from the rest of the respondents: They preferred: »
More study rooms (63%)
»
More collaborative space (63%)
»
Young adult area (63%)
»
Maker space (50%)
Renovated periodical reading room
29%
A Business Center
28%
A staffed “Do-It-Yourself” Maker space
23%
Other (please specify)
16%
0%
20%
40%
60%
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
Survey respondents were asked to select their top four priorities from a list of nine choices, including an open-ended “other” choice. Attachment A includes the full survey text. Similar categories (study rooms and meeting rooms; and children’s and young adult space) were combined. Stakeholders also provided feedback regarding improvements to Library space, most of which mirror the findings of the Community Survey detailed above. Most comments supported creating more collaborative space, especially on the first floor, emphasizing a comfortable, approachable space. Some stakeholders identified a need for the teen space to be better located (not quite so in the middle of everything) and to include more collaborative space elements such as comfortable furniture. Finally, some stakeholders suggested reserving less space for desktop computers and rather offering portable electronic devices that can be checked out and used inside the Library. Improvements to Library L ibrary resources. When it comes to in-library resources, nearly half of the respondents favored investing in Apple computers and software for public use. Twenty-seven percent and 26% favored 3-D printers and business services, respectively. The strongest demand for Apple computers came from respondents residing in Back Country.
Exhibit 27. 27. Respondent Preferences for New Offerings (n=1,610)
Apple computers and software for public use
47%
3-D printers and software
27%
Business services e.g., CAD/CAM software, poster maker
26%
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
Thinking big. Survey respondents were asked to think big to identify services, offerings, or improvements at Greenwich Library that they would like to see in coming years. Many creative ideas came out of this question, many of which fell into seven main categories:
» More author readings, movie nights, musical performances, and theater » A science and technology center with lab computers and programming » Improved physical space at the libraries, such as lounge furniture, an improved café, or better parking » More books, magazines, large print books, DVDs, CDs » Expanded programs and tutoring for school-aged children » More community space for meetings, studying, large groups » Increased online resource access including periodicals, journals, and other media Some of the more interesting ideas generated include the Library loaning kayaks or outdoor gear, loaning tools, the ability of patrons to borrow electronic reading devices, hosting yoga or meditation classes, installing a vertical garden at the Library or creating an urban farm project, and teaming up with the Greenwich Hospital to host free healthcare checkups.
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
5.0
Summary of Key Findings
The 2015 Greenwich Community Survey and 2016 Stakeholder Interviews provide Greenwich Library with an updated understanding of community needs and preferences, and offer vital information towards the continuing implementation of the 2012-2017 Strategic Plan. Survey responses provide important insight, particularly in the areas of programming needs and preferences, experiences with the Library’s digital offerings, the use of physical space, and the community’s desire for new library services. Stakeholder interviews add emphasis and deeper perspectives on the Library’s role in the Greenwich community, library programs, and existing partnerships and partnership opportunities. Some key findings from the survey and interviews are listed below. The information gathered through this effort positions Greenwich Library to effectively continue to implement the 2012-17 Strategic Plan and meet the needs of the evolving Greenwich community.
Respondent Demographics » Survey respondents to the 2015 Community Survey closely resembled the profile of respondents to the 2011 survey. The majority of respondents were English language speakers aged 35 and older with no children living at home.
» Stakeholder interviewees selected for this outreach effort were chosen to be representative of major Greenwich community groups and were targeted to provide information supplemental to the 2015 survey results. Interview questions focused on the Library’s role in the community, programming and digital resources, communications, and partnerships. Interviewees represented state and town government, education groups and schools, seniors’ organizations, arts and culture, and the business community.
Library Use Shifts in library use have been a major recurring theme for modern libraries nationwide. Stakeholder interviews emphasized that the library is a place for everyone. For students, it is a place to study and engage; for the business community it is a place of resources and collaboration; for seniors it is a community center; for families with small children it is the center for early literacy.
» Eighty-three percent of survey respondents use the Library to check out books or other materials, and approximately 50% use it to pick up holds, browse, or read on location.
» Compared with 2011, 10% more survey respondents reported using the Library as a space to study, read, and do research or homework. Over the same timeframe, 7% more report attending programs, with more than one-third attending classes, lectures, activities, or events at Greenwich Library.
» Stakeholders reinforced these data trends with qualitative references to the important role the Library plays in the community as a gathering and meeting space, as well as a resource for high quality, reliable materials. Interviewees emphasized that the Library plays a unique role as a community equalizer, with the ability to be relevant to all members of the community. Some events with broad appeal might even bring people from all walks of life from the town of Greenwich together.
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
Programming A wide variety of specific programming requests and ideas were generated through the Community Survey and stakeholder interviews. The number and variety of ideas reinforce the importance of curating an intentional and strategic set of programming at Greenwich Library. The Library cannot do it all, nor should it, so by establishing a clear programming evaluation framework library staff can better assess programs’ impact, popularity, and alignment with strategic goals. This also makes room for experimentation on new programs, enabling the Library to reach new audiences and better serve the community of Greenwich.
» While survey respondents showed a strong interest in programming that either focuses on learning something new (classes, author talks, lectures) or cultural outlets such as film screenings, plays or musical performances, they also were drawn to technology skill classes. Stakeholder interviewees expressed a stronger preference for programming tailored to specific audiences. For example, many suggested improved programming options and partnerships between the Library and Greenwich schools, both public and private. Some suggested homework help or technology-based programs. Some stakeholders also suggested more programming for seniors, noting that the Library is perhaps able to attract younger seniors than the senior center.
» Not all survey respondents and stakeholder interviewees attend programs at Greenwich Library. Both groups name either not living in Greenwich or not having enough free time as reasons for not attending programs. Specifically for non-users who responded to the survey, the primary reason for not attending programs was related to not being aware of what programs were being offered.
» It is significant that logistical barriers, such as parking or library hours are not significant barriers to attending programs for stakeholders or survey respondents, nor is level of interest.
» According to survey results, the most popular times for programs were weekday evenings or weekend afternoons, with weekend mornings coming in a close third. Stakeholders encouraged the Library to ensure that there is a wide range of programming options during times when working families can attend, such as weekend afternoons or weeknight evenings.
» Sixty-two percent of survey respondents said that they would be willing to pay a fee to offset the cost of some programs. Those who said yes to the question of whether or not they would pay a fee ranged in income brackets, with some in each income bracket, although only 45% of those who make under $50,000 per year said they would be willing to pay a fee.
» A majority of stakeholders also agreed that they would pay a fee for some programs, but they also insisted that the fee must be structured so individuals may opt out and still attend the program for free. Stakeholders also feel strongly that the proceeds must be clearly allotted to funding that program.
Digital Resources » The community of library users is well aware of digital resources offered by the Library, with eBooks and eMagazines being the most widely known (61% know of it). Awareness among the community is lowest for continuing education online, but it is one of the Library’s most newly available digital resources, which may account for lower levels of awareness.
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
» It is noteworthy that most users who responded to the survey are confident in Library staff’s ability to help them with their digital resource questions, and most are also confident in their own skills to access available digital resources.
» Only 49% feel that there is no wait or at least a reasonable wait for accessing digital resources, suggesting that the Library may be able to do more to make the resources accessible in a timely manner.
» In relation to technical support at the Library for digital resources, survey respondents are interested in more proactive ways to strengthen their own abilities to access and troubleshoot digital resources via online walk-through videos or basic skills classes, without having to rely on staff when their capacity may be limited.
Communications » Survey respondents’ preferred methods of communication closely mirrored those identified in the 2011 survey with e-newsletter or email (82%) and the website (50%) being the most popular methods. There is some interest in text messages (9%) on par with some currently used outlets like Facebook or Twitter (8%).
» Being able to register for events or programs in advance is also important to survey respondents, and most would like to be able to register via email (48%) or the library website (38%). In being reminded of events that they have registered for, most survey respondents preferred a reminder 2-3 days before the event.
» It is important to note that respondents in lower income brackets and with lower levels of educational attainment were more likely to prefer phone-in and in-person methods of registration for programs. These findings were echoed in stakeholder interviews. Stakeholders noted strong personal preferences for communicating with the Library and being able to register for events online or via email.
» Stakeholders also emphasized the power of partnerships in communications efforts. Many suggested teaming up with local community partners to advertise certain programs or initiatives, for example using the PTA and school groups to get out word of afterschool programs or literacy programming.
Future Investments » Investing in more study or meeting rooms was the most popular potential improvement to the Library’s physical space among survey respondents, with expanded children’s or teen space coming in second. Stakeholders also noted their preference for these upgrades.
» Survey respondents were almost evenly split when it comes to prioritizing improvements to physical collections, digital collections, or programs. Thirty-nine percent of respondents prioritize physical collections over programming or digital collections. Of those preferring improvements in physical collections, 75% favored improving and expanding book collections.
» Most survey respondents preferred investments in Apple computers and software over 3-D printers or business services (CAD/CAM software).
» While few young people responded to the Community Survey, those that participated strongly preferred more study rooms, more collaborative space, an improved young adult area, and a maker space.
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
ATTACHMENTS Attachment A: Survey Instrument
GREENWICH LIBRARY COMMUNITY SURVEY 2015
Welcome! Whether you visit Greenwich Library several times a week, you haven’t been to the Main Library or its two branches in a year, or you have never used the Library, we want to hear from you! Multiple family members and non-residents are invited to take the survey as well. This anonymous survey is a continuation of Greenwich Library’s five-year strategic plan – Connecting our Community – launched in 2012. Our goal is to provide resources and programs that meet your needs. Your views about library services and priorities are essential in guiding us on how best to serve the community. Completing the survey takes only a few minutes, but its impact as the voice of our community will resonate for years to come. The survey is available online in English, Japanese and Spanish at www.greenwichlibrary.org. If you would prefer a printed copy of the survey, please ask a staff member. Thank you very much for your participation in this important process. Barbara Ormerod-Glynn Director
Haley Rockwell Elmlinger President-Board of Trustees
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
= choose one
LIBRARY USE
= may choose more than one
1
How often do you use the Greenwich Library, either by going to a library building or by using the library website? Choose one. Please note that the Perrot Library is not part of the Greenwich Library system.
Every few days or more Every few weeks Every few months A few times a year or less I've never visited a Greenwich Library or have not done so in a year (>>> If you’ve never visited the library or haven’t done so in a year, SKIP to Questions for Non-Users on PAGE 6 )
2
Which Greenwich Library buildings do you visit regularly? Choose all that apply.
Main Library Byram Shubert Library Cos Cob Library A non-Greenwich Library (note which library) _____________
Please note that the Perrot Library is not part of the Greenwich Library system. 3
How often do you visit the Greenwich Library website (www.greenwichlibrary.org)? Choose one.
Every few days or more Every few weeks Every few months A few times a year or less I've never visited the Greenwich Library website or have not used it in a year
4
What do you typically do when you visit a library building? Choose all that apply.
Use the library’s wireless network Study, read, do research or do homework Use the library for business purposes Read or browse the library’s collection Listen to music Get help from library staff Use library equipment for faxing, scanning, copies etc.
Use library computers Check out books or other materials Eat at the Café Pick-up materials on hold Visit the art gallery Attend classes, lectures, events or other activities Work with a tutor Other _________________________
5
What is the best way for the Library to share current information with you? Please select your top 2 choices.
Facebook or Twitter Library website In-library posters, flyers, bookmarks Non-library sources (newspapers, radio, blogs, etc.)
Library blog Text messages sent to mobile device Library e-newsletter or email Other__________________________
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
CLASSES, LECTURES, EVENTS AND OTHER ACTIVTIES 6
Which statement best fits your interest in these events or activities at your library? (please check one per row)
Not interested
Could be interested
Definitely interested!
Learn something new (classes, author talks, and lectures) Learn a new non-technical skill (languages, writing, investment) Learn a technology skill (computer classes, coding) Do a one-time project (build an app, use a 3D printer, arts & crafts) Enjoy a film, play, or musical performance Exchange ideas with other community members (book groups, travel club, current event discussions) Enjoy an activity with family or friends (storytime, board game/video game day, other age appropriate activities) Get expert help with an upcoming task (test prep, taxes) Get help achieving a personal goal (health/fitness, meditation, parenting, resume/interviewing)
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
7
What additional children’s programs would you be interested in, if offered by Greenwich Library? Choose up to three
Robotics programs Art classes Computer/technology/coding classes/3D printer
8
Would you be willing to pay a fee to help cover the cost of a class, lecture, activity or event you attend at Greenwich Library?
Yes No I have not attended any programs or cannot say
9
Are you available for attending library classes, lectures, events and other activities at these times? (please check one per row) Mornings (9AM-noon)
Science programs Other (please specify) _________________
No
Yes
No
Yes
Evenings (6PM-9PM)
No
Yes
Mornings (9AM-noon)
No
Yes
No
Yes
No
Yes
Weekday Afternoons (noon-5PM)
Weekend Afternoons (noon-5PM) Evenings (6PM-9PM) 10
What is your preferred way to pre-register for a class?
11
What is the best method and time to remind you about an event you have pre-registered for? (choose one way and one time)
Email Library website In-person Method Email Text message to mobile device
Phone-in Other ____________________________ Time The day before the event 2-3 days before the event The week before the event I don’t usually pre-register for events
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
YOUR DIGITAL LIBRARY 12 Which statement best fits your experience with the following digital resources at Greenwich Library?
I didn’t know we had that
I know about it but I know about it and don’t use it use it
I get this somewhere else
Streaming or downloadable audiobooks Streaming or downloadable movies and TV Streaming or downloadable music eBooks and eMagazines Continuing education online 13 To what extent do you agree or disagree with the following statements about Greenwich Library’s digital resources?
Strongly Disagree
Disagree
Agree
Strongly Agree
Don’t know/ Not applicable
When I want a digital resource, there is usually no wait or a reasonable wait for it. When I want a digital resource, I am confident in my own skills to be able to access it. If I need help accessing a digital resource or encounter a technical difficulty, I am confident library staff can provide the help I need. My library does enough to make sure those who want to access digital resources can do so. If you answered Disagree or Strongly disagree to any of the above, please explain.
14 Have you ever sought help from the Greenwich Library staff for technical issues with digital resources?
Yes No
If you answered Yes above, what, if anything, would you change about your experience seeking technical help from staff?
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
QUESTIONS FOR NON-USERS (>>>SKIP this section and go to the “WHAT IF?” Section on PAGE 8 if you have visited the library within the last year) NU1
Which statement best fits your interest in these events or activities at Greenwich Library? (please check one per row)
Not interested
Could be interested
Definitely interested!
Learn something new (classes, author talks, and lectures) Learn a new non-technical skill (languages, writing, investment) Learn a technology skill (computer classes, coding) Do a one-time project (build an app, use a 3D printer, arts & crafts) Enjoy a film, play, or musical performance Exchange ideas with other community members (book groups, travel club, current event discussions) Enjoy an activity with family or friends (storytime, board game/video game day, other age appropriate activities) Get expert help with an upcoming task (test prep, taxes) Get help achieving a personal goal (health/fitness, meditation, parenting, resume/interviewing) NU2
What additional children’s programs would you be interested in, if offered by Greenwich Library? Choose up to three
Robotics programs Art classes Computer/technology/coding classes/3D printer
NU3
What are the main reasons that you don’t attend Greenwich Library programs? Please choose up to three.
I am not aware of what programs are available The available programs are not interesting to me I attend classes, lectures, events, and other activities elsewhere I don’t go to classes, lectures, and activities in general
Science programs Other (please specify) ____________
Library locations aren't convenient Parking near the library is difficult Program hours aren't convenient Other ____________________________
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
NU4
Are you available for attending library classes, lectures, events and other activities at these times? (please check one per row) Mornings (9-noon)
No
Yes
No
Yes
Evenings (6-9PM)
No
Yes
Mornings (9-noon)
No
Yes
No
Yes
No
Yes
Weekday Afternoons (noon-5PM)
Weekend Afternoons (noon-5PM) Evenings (6-9PM) NU5
Would you be willing to pay a fee to help cover the cost of a class, lecture, activity or event you attend at Greenwich Library?
NU6
Which statement best fits your experience with the following digital resources at Greenwich Library?
Yes No I have not attended any programs or cannot say I didn’t know we had that
I know about it but I know about it and don’t use it use it
I get this somewhere else
Streaming or downloadable audiobooks Streaming or downloadable movies and TV Streaming or downloadable music eBooks and eMagazines Continuing education online NU7
What is the best way for the Library to share current information with you? Please select your top 2 choices.
Facebook or Twitter Library website In-library posters, flyers, bookmarks Non-library sources (newspapers, radio, blogs, etc.)
Library blog Text messages sent to mobile device Library e-newsletter or email Other__________________________
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
WHAT IF? (Please answer this section whether you are a user or non-user of the Greenwich Library) 15 Think of Greenwich Library today. If you could make Physical collections (books, compact discs, DVDs) improvements, how would you prioritize these areas? Rank with Digital resources you can access online or on a device 1 being the highest priority. Classes, lectures, events, and other activities 16 Think of Greenwich Library’s physical collections. If you could make improvements, how would you prioritize these investments? Rank with 1 being the highest priority.
Books Music CDs DVDs
17 If the library could fund one of the following things, which would you choose?
Extended weekday hours at the Byram Shubert branch Extended weekday hours at the Cos Cob branch Extended Sunday hours at the Main Library The hours are fine, I’d spend funds on something else
18 If the library redesigned its space, which of the following things would you choose? Choose your top four.
A staffed “Do-It-Yourself” Maker space Young adult area expansion A small business center More meeting rooms or collaborative space Separate program space in the Children’s Room
19 If the library had additional funds, which of the following things would you choose? Choose one.
Apple computers and software for public use Business services e.g., CAD/CAM software, poster maker 3-D printers and software
More study rooms Renovated Periodical Reading Room Renovated Café Other _________________________
20 What other new services or offerings would you like to see at Greenwich Library (feel free to think big!)?
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
PLEASE TELL US ABOUT YOURSELF (Please answer this section whether you are a user or non-user of the Greenwich Library) 21 What neighborhood do you live in? Back Country Byram/Chickahominy Central Greenwich/Downtown Cos Cob
Glenville/Pemberwick Old Greenwich Riverside I don’t live in Greenwich
22 What year were you born?
23 Please describe any children living in your household (select all that apply).
I do not have any children living at home. I have a child or children under the age of 6 living in my household. I have a child or children between the ages of 6 and 18 living in my household. I have a child or children over the age of 18 living in my household.
24 Which of the following best describes your education?
Some elementary/high school High school diploma/GED Some college
Associate's degree Bachelor's degree Graduate or post-graduate degree
25 What is the primary language spoken in your home?
English Spanish Japanese Chinese dialects
Portuguese Russian Other__________________________
26 What is your total household income?
Less than $50,000 $50,000 to less than $100,000 $100,000 to less than $200,000 $200,000 to less than $350,000
$350,000 to less than $500,000 $500,000 or more
Thanks again for taking the 2015 Greenwich Library Survey. Please keep in touch and see what's new on our website, Facebook and Twitter. 35
GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
Attachment B: Stakeholder Interview Protocol
GREENWICH LIBRARY 2015 STAKEHOLDER INTERVIEW PROTOCOL FINAL: DECEMBER 21, 2015
STAKEHOLDERS Greenwich Library will identify potential interviewees for individual, phone-based stakeholder interviews. Our initial scope called for 10 to 15 interviews, but we can do more under the same budget given efficiencies in the survey component of this project. These interviewees will be representative of major Greenwich stakeholder groups and will be targeted to provide information supplemental to the 2015 survey results, focusing on the Library’s role in the community, programming and digital resources, communications, and partnerships. Potential interviewees may represent:
» Local Government » Education Community » Groups Representing Parents, Teens, Seniors, and Other Specific Populations » Arts/Cultural Organizations (other programmers) » Neighboring Libraries » Neighborhood Associations, Community Centers » Business Community » Community Public Health » Friends/Foundation Groups » Top/Potential Donors
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
COMMUNICATIONS Greenwich Library will send an introductory email to each stakeholder, which will be followed by an email from BERK with more information, scheduling details, and a copy of the interview questions. Once stakeholders respond with potential times, interviews will be scheduled on BERK calendars and a confirmation email will be sent to the interviewee.
Greenwich Introductory Email to Stakeholders Dear [stakeholder], Greenwich Library recently conducted our 2015 Community Survey to solicit feedback from patrons on library services and features. This survey feedback is essential to improving library services and ensuring effective implementation of the Greenwich Library Strategic Plan 201217. As a next step in soliciting feedback, we are interviewing a number of community stakeholders for a more in depth conversation about library services, programming, and community partnerships. We have selected a limited number of individuals to interview about the Library and its services and we would value receiving your input through a brief (about 30 minute) phone interview conducted by our consultants at BERK. BERK staff will be in touch with you over the next week to schedule an interview time. I am sharing a list of general interview questions here for your review. Please let me know if you have any questions about the study or if you would like to designate another individual from your organization to participate in the interview process by [DATE]. Best, [Greenwich staff]
BERK Scheduling Email to Stakeholders Dear [stakeholder], I am following up to the email below from [Greenwich staff]. I’d like to schedule a time that we could speak by phone about Greenwich Library, its programs and services, and its role in the Greenwich community. The call should take 30 minutes and follow the general questions attached. We would like to schedule these interviews in the next few weeks, starting [DATE]. Please let me know what date(s) and time(s) work best for you and the phone number at which you would like to be reached. I will then confirm your appointment. Thank you for your participation.
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GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
Best, [BERK Consulting staff]
DRAFT STAKEHOLDER INTERVIEW QUESTIONS The stakeholder interviews are focused on supplementing and complimenting the information gleaned from the 2015 Community Survey. The goal is to solicit information from representative stakeholders in regards to partnerships, communications, programming, digital resources, and the Library’s role in the Greenwich community. The Library Role and Community Contributions 1. What role does Greenwich Library play in the community? What benefits does it provide to the Greenwich community as a whole?
2. How do members of the community currently use Greenwich Library? 3. How could the Library more effectively support the community? What resources, services, or programming would you like to see the Library offer?
4. Are there any new or emerging needs that you see in the community that Greenwich Library may be able to address by offering specific resources, programming, or services? Consider how the Library might better support any of the following areas: • • • • •
Arts and culture Business community Education Neighborhoods Specific population groups such as: children, teens, the elderly, low-income individuals and families, people with disabilities, etc.
Library Programming: Classes, Lectures, Book Talks, Story Times, and other Events 5. Have you attended any Greenwich Library programs or recommended any of Greenwich’s programs in the past year?
6. Do you have suggestions for how Library programming could better serve the community? Consider content, format, location, and day/time.
7. Given the amount of programming available in Greenwich and in neighboring communities, including New York City, what is the best programming role for Greenwich Library to play?
8. Do you think there is any specific topic area or subject for which programming in Greenwich is saturated by many providers? Are there any topics that are not represented in programming options for Greenwich that you think should be? 38
GREENWICH COMMUNITY SURVEY AND STAKEHOLDER INTERVIEW RESULTS MARCH 2016
9. Some libraries across the country charge a fee to help cover the cost of classes, lectures, events, or other programming. Do you think this is a reasonable option for Greenwich Library to consider? Why or why not?
Communications 10. What have you found are the most effective methods of communications to reach the community, considering newsletters, email, texts, a website, or other media? Community Partnerships Partnerships 11. Are there new or creative ways Greenwich Library could partner with your organization or others to better serve the community?
12. How can the Library be a stronger partner? What are the characteristics of a good partner?
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