würzburg public library. facts and figures - circulation 1,290,000 - every 6,5 seconds an item is...

Würzburg Public Library


facts and figures

- circulation 1,290,000

- every 6,5 seconds an item is borrowed in the main library

- 703,000 visitors

- 120,000 virtual visits - tendency increasing

Awards

Satisfied customers relate their positive experience to three people

Dissatisfied customers tell eleven to thirteen people about their negative experience

Focuses of our work

Customer orientation Reading promotion &lifelong learning

Electronic services & information provision

Top-class events

Image and public relations


Networking and partnerships in the educational sector -

promotion of literacy and educational competency

Promotion of literacy and educational competency

Cooperation with schools and preschools• Class reading – sorted by grades• Topic chests

• Guided tours for pupilsBookworm tourIntergalactic tourDetective tourSpooky tourLibrary rally

• Flip the bear• Books for babies

• Activities, activitiesLibrary card in the schoolbagBook for young people weeksBrain-Teaser: riddles about books and authorsStorytellingClasses to the net – learning to deal with the internetLibrary passport - collect stamps for each visit and get a

giftA night in the library! Cooperation with schools.

Customer retention meassures for children

Promotion of information literacy

Studio: Study & Work

- Basic Idea: Lifelong Learning

- Multimedia work & study desks - Desks for study groups- Up to date technical equipment- Virtual study studio on the homepage- Classes & programs


PARTNERSHIP

Cooperation with adult education centres and external instructors

Studio Modules

• Module 1: Finding information & learning (Information & Wissen)

• Module 2: E-Life & office communication (E-life & Büroalltag)

• Module 3: Profession & careers (Beruf & Karriere)

• Module 4: Learning & living (Lernen & Leben)


• Business & economics

• Application & career

• Learning & study

Topics in the studio:


Customer orientated presentation of media with

shelf marks – labelling the content


Consultations | Guided Tours | Schoolings | Lectures

Cooperations & Partners

• School Authority, schools & pre-schools

• Adult Education Centre, University Würzburg

• Institutions - like job centres, theatres, museums, health department etc.

• Bookshops and publishing houses

• Red Cross etc.

• Friends of the library and volunteers

• Your customers – complaint management, wish cards, focus groups etc.

Economic criteria

Cost recovery 25%Income approx. 400.000 €Sources of income:

• Fees

• Charging of tickets

• Internetcafé

• Sale of drinks

• Photocopy

• Room rentals

• Donation & Sponsoring

• Friends of the library

• Special Campaigns:Customers canvass customersDiscount coupons for new citizensSpecial discounts for students„Buy Me“ campaignFleamarket

Cineasts donate books and get a coupon

Donations & Sponsoring for

• Reading events

• Magazines

• Books & other items

• Library Cards

• Prizes & Coupons

• Internet

• Technical equipment

• Furniture (chair-campaign)

Sponsoring

What else is beeing sponsored or donated?

• Library cards for teenagers

• Adds in the local newspaper

• Print of PR-materials like flyers etc.

• Equipment and hardware by local stores

• Donation of prizes for rallies, tombolas etc.

• Commercial in public transports

• Champaign, flowers, practical help from firms like painting

the library, free transport for authors

• Support with PR and marketing by specialists of companies

Projects / marketing with fancy titles

• 99 chairs (according to a song „99 balloons“)

• Eat for us!

• „Books instead of sweets“

• Buy me!

• Old for new (fleamarket with the local press)

• Get a better view (reading specs by an optician)

• Cineasts donate books!

• Schmöker–Göker (german slang for „reading chicken“)

Schmöker-Göker - the „reading-chicken“

Electronic Services

Service Improvements and Cooperations

Publication in the Web:

Dr. Hannelore VogtPutting the customer first!

Managing customer satisfaction

There is no better advertisment than a satisfied customer. The commercial sector has long recognized this and reacted accordingly. Customer satisfaction and retention are long term goals for libraries as well.The author provides an introduction to the principles of customer orientation and presents three largely undiscovered practical methods for identifying and optimizing customer orientation. Focus group discussion, mystery shopping and complaint management are examined and illustrated with international case studies.

www.public-libraries.net

Thank you for your attention!

www.stadtbuecherei-wuerzburg.de

würzburg public library. facts and figures - circulation 1,290,000 - every 6,5 seconds an item is...

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