Do we ignore our digital users?

Go read David Lee King's blog post "Don't Ignore Your Digital Users."  Go ahead, read it now. I'll wait.....

 

So what do you think? Are libraries ignoring digital users?  It's easy to see how it could happen. Seriously, libraries are BUSY. No doubt about it. Who has time to post to a blog or update the website or log in to the library's IM account when there's a parking lot full of cars and a crowd of people inside the library looking for books and using the computers???  Libraries have A LOT going on.

David shared this:

I think we’re simply not focusing on that growing digital community.
Yes, we ARE focusing on customers (that’s a good thing)… but many of us
are only focusing on
our library’s regular in-house customers (that’s a bad thing). It’s
quite possible that by focusing primarily on library customers who
visit the physical library, we are ignoring our growing digital population.

In the past decade or so, a lot of libraries quickly got together some kind of website and maybe staff thought, "whew, we're there, we're online."  But as David says in his post,  "the Web has moved on, and libraries need to catch up." And so I ask, what are libraries offering for our digital users? 

I'm a digital user. I hadn't before labeled myself as such, but it was obvious to me when, last month, I suggested to my Dad he could order a gift for my Mom online. He was mortified that he'd have to enter his credit card information.  We got past it.  He's not opposed to finding things online. But we apparently crossed a dangerous line when it came to PAYING for something online. Me? It's worth the shipping costs to avoid the WalMart parking lot. "Hi, my name is Gina, I am a digital user."


But here's thing, my Dad sort of is, too.

While visiting him, my Dad shows me the large print books he gets from the local library.  My Dad, recently retired, is FINALLY a library user!  He's telling me that we'll have to drop by the library to return a book the next day because it's due. He's pretty "aggravated," he tells me, because he didn't finish the book yet.  I, quite innocently, ask him, "why don't you renew it?" He explains to me that in order to renew the book, he'll have to go in to the library.  I ask, "Can't you just go online and renew it?" No. They don't do that.  "Can you call them and renew it?" Only on the last day of the check-out period.  Seriously? Now I can't wait to go to the library so I can ask WHY????

Don't get me wrong, I'm all for someone encouraging my Dad to get out of the house and socialize a bit.  He could use a hobby.  But, he can't really hear well, at all. Because of that he has a hard time heading out on his own if he's going to have to talk with someone unfamiliar to him.  It would be much easier for him to hop online, put in his library card number, and request a renewal on his book. No money or credit cards involved, so he's good with that. 

Due to some physical limitations, I think my Dad is a digital user, too...as long as the library won't ask for his credit card. ;)  It saddens me to know that one day he's not going to have the option to
drive to the library. How will the library serve him then?

It time to take action; to make a plan to serve digital users of all types.  How is your library doing this already?  I know it's happening in Idaho. Share some ideas; let's learn from one another.

 


( categories: )
Submitted by gina.persichini on December 28, 2007 - 12:31pm.

I love it
Comment by: Amy Vecchione (not verified); December 31, 2007 - 12:23pm
Gina - this came in perfect timing with the reports that came out today from Gen Y users using the library and the Pew internet. I'm fascinated by one statement made - it's no longer interesting to separate digital immigrants from digital natives - and you have a really good point. Your Dad also is a digital user. How can we cater to them? A crucial question is how we can better serve our digital users. Thanks for this post. - Amy

Libraries...or Corporations?
Comment by: Anonymous (not verified); January 3, 2008 - 3:57pm
I agree that it's important that librarians and other library workers learn about Web 2.0 applications and social media in order to better serve their communities. However, something about King's article bothers me just a bit. He says, "They might not be current users of your physical library - how can you reach them? What do you have to offer them? Can you offer them something that would keep them coming back for more?" This sounds like our public libraries are supposed to operate like businesses or corporations. But that is not what libraries are (at least not in theory). I wonder whether there is an underlying fear that the "old guard" librarians will get left behind in the technoratic whirlwind of Web 2.0? Keep in mind that many of those "digital community" users are accessing social media from their own personal PC's; they do online research, conduct business, network, etc., all online. Therefore, let's be realistic; many of these folks aren't coming to the public library for primarily digital usage. That said, I do think (and I think King would agree) that most public libraries do need more classes and resources on Internet technology and software literacy in general.

Going Digital
Comment by: Shirley (not verified); January 30, 2008 - 10:25pm
Yes, for some of us going digital has been an ongoing process. I can relate to your Dad not wanting to use a credit card on line. It took me a while to feel "safe" in doing that. However, now I am banking on line and love it! I write very few checks any more, which became apparent as I was shredding some old documents tonight -- including bank statements and returned checks-- I thought to myself -- wow in a few years when I shred documents there really will be less paper! As far as libraries go, changing the paradigm takes time and slowly it is becoming apparent that our users are in other places other than the "physical" library. Libraries are at varying stages of adapting to balancing service to physical and virtual patrons. However, this changing face will allow for greater creativity as well as increased capacity to build community and a new role for libraries. Thanks for sharing the article!