Seymour
Public
Library

Focus Group Report
 

Planning for Improved Library Services:
Report on Focus Groups held for Seymour Library, Auburn, New York

 Conducted by the South Central Regional Library Council, February 2008.

Preface

The South Central Regional Library Council conducted five focus group sessions and two informal conversations with members of the community, the Board of Trustees, the Foundation Board, and staff of the Seymour Library in Auburn, New York, on February 26 and 28, 2008.  Attendance was as follows:
 

 Introduction

It is very clear that the users of the library who participated in these focus groups have a great deal of affection for the library.  Library users love the building, the collections, the services (particularly to children), and the history room and its materials and services.  There is a sense of tradition that most of the participants want to retain and most suggestions for improvements or changes were built on that.  As one person noted, go with your strength – be good at what you’re good at.  The library should focus on what it does well – that is the best way it can serve the community.   Participants in these focus groups represented a community of strong readers, people who really use books, who look for information in libraries, and who see Seymour Library as a community asset. Many participants noted that the library is still much like what they remembered as children and they want today’s children to have the same. 

 But as noted below, this sense of tradition may be off-putting to some.  The building and traditions are very comfortable for long-time users and strong readers, but appear to be very intimidating to others in the community.  There was some recognition of this in several of the suggestions for outreach, which included taking the library to potential users.  Overcoming the idea of the library as a sort of museum and changing the comfort level of seldom and non-users, will be a challenge.

 The changes made in the last year or so have been well received, probably because they have been incremental and well explained so that those affected understood what was happening.  Asking the community what they wanted through these focus groups and other means, and letting them know what and why changes will be made, is a wise move.

 The children’s services and collections are a key strength of the library – building on this strength to continue to attract parents and children is a clear, positive direction to create life-long library users. 

 Every focus group session had participants who noted the excellent customer service by staff.  They’re wonderful, they are attentive to kids, they handle conflicts well, staff very patient, professional, always right!  The very first participant comment noted that their image of the library was the people:  great helpful staff, knowledgeable, they always greet me, excellent.

 Images of the library

 The overwhelming response to a question about what image people have of the library when they think about it reflected a love of a beautiful, historic building.  For many there are memories of their childhood visits, memories of finding good things to read, memories that carry over into current visits with their own children.  Reading was, and still is, the key activity.  The sense of tradition was common across all the groups we talked to.  But, as one person noted, the building is both an asset and a liability.  The building is recognized for its history, its grandeur, excellent maintenance, sense of hominess, and the good feelings that people have about it.  But several drawbacks came to light – the sense of intimidation that many in the community feel, lack of proper access to upper floors, the need for difficult and expensive expansion, the layout of the building leading to strange sequences of the collection, as well as unsatisfactory use of spaces such as that for teens and staff. As the library changes to meet the needs of its users, there will be tension between those wanting it to stay just as it is, and those wanting new and different services. 

   I love this library – it’s a beautiful building.

  The building is wonderful…but it is imposing.  You ask yourself, ‘will I know how to use it, how do things go in there?’  It can be intimidating, imposing.

  One of Auburn’s best kept secrets.

  It feels like an extension of a home library… it is not institutional, but warm.

  Plays a part in the City of Auburn as an historic structure, a landmark.

  A part of my past as well as the present – I grew up here.

  The history of the building is incredible – feels more like a museum.  I was here for story hour when I was little and now I have a little one.  Now there is a gravitas to this building that makes it a wonderful institution.

Another frequent first reaction is that the library is a great place for children – lots of space, lots of interesting books and other materials for them, a staff that enjoys the children, a place that encourages both the kids and their parents to come and makes them feel welcome.

  I recall when I was small that the library had a children’s space, and today it’s still so child oriented.

  They cater to all different ages of kids.

  I love this whole children’s area – they’ve devoted these two rooms to them.

  A great start for little kids.

In addition, many participants noted positive changes since the new director arrived that have included an improved comfort level, greater openness, lots of activity, newer books, more movies, and great customer service.  Participants recognized a good combination of new and old in the building, the collection, and the services.  Most participants said they usually found what they were looking for, and that the library had what they wanted – in some cases they were delighted by surprise finds!

  For the last year or so the library has seemed so much more open, especially to our teens and middle school students.

  The new director has changed things quite a bit:  more movies, newer books…there’s new carpet, reupholstered chairs-she made positive changes.

  The image is changing – every patron comments how different the library is – that it is more positive.  There is good feedback.

  Sometimes we have noise from groups of teens down and upstairs, but it is good noise most of the time – it’s constructive, it’s noise of activity and that’s how children learn.

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The role of the library in the community

 Although we asked about the role of the library in the community later in the focus group questions, how participants responded to this question reflected the tenor of their responses to many other questions.  There were a significant number of people who have what might be considered a very traditional view of the library – it should be an educational institution that sticks to its knitting, is a supportive resource for information, does not try to provide similar resources or programming to other organizations in the community, and emphasizes reading. 

But there was also a similar sized group that sees the library as a community center that certainly emphasizes reading, but recognizes that there needs to be a more social atmosphere that will encourage more people to come.  For them, interesting programming, a coffee shop, computers, games, and a certain amount of controlled chaos, noise, and fun should all be part of a modern, attractive library in addition to books, magazines, reading, and information resources.  Providing homework help is also part of such community center services.

Keeping both groups of library users happy with what they see in, and get from the library, may be tricky but, as noted later, making changes slowly and carefully and with lots of publicity will help.

   I think it can fill educational and social center needs with these separated out physically.  Over 21,000 people come through in a month, the population is 31,000.  Huge, wow, amazing!

  More of a community center… last week when there was no school, even the high school kids were here.

  The library should have a social component - that is as long as vandalism can be controlled.

  It would be nice to distance the teen section from the children’s section.

  Maybe there could be educational classes for the teens; they seem mostly into the computers.

  I’d kind of like to see some sort of fun place to come to – games, book clubs, and study groups.

  This library is the only one where I’ve been part of it – it is a community.

  I like it that it provides a place for preschool children – they get exposure to someone reading.  A main education source and a good place to meet others at the same time.

 Should focus on what it does well - that is the best way it can serve the community.

  The library’s role should be supportive – not necessarily the leader, but supporting programs in the community, a resource.

  I don’t think it should be a community center or a hangout – it’s a resource center.

  I disagree – I’d like to see some coffee – I’d  hang out.

  On the issue of what is ‘hanging out’ – I think the library should be a place that’s thought provoking, for cultural exploration, for cultural things that are not found anywhere else.  There are already places for sports, music, and art.

  Computer access… that’s what the library does, it bridges the digital divide.  Use one from here, or bring one to use here

  You don’t want to get lost in all the ways to help – need to find people in the community who can be involved and help out the library.

  Education, empowering environment.

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Convenience of hours

 Participants were divided in their knowledge of current library hours – many remembered what the library hours are or knew how to find out easily, but others were confused and could not remember where to look.  Several wanted hours that are more like those that stores keep, with consistent open times. 

A key issue for many is the lack of Sunday hours.  Several people also wanted to have earlier opening hours at least one day a week, and a similar number wanted the library open more evening hours.  Having the library open more summer hours and on school holidays also came up. Several noted that people are strapped for time nowadays and the library needs to be open at convenient hours for those working, or for parents to bring their children out of both work and school hours.  Some participants did recognize that staffing and other resource issues would be a problem if hours are extended.

  It should be like a store where you know it’s going to be open from x to x every day.

  I do think evenings are valuable.  I’d rather it be closed on a morning and open a little later.

 Sometimes it might be nice to be able to come in earlier.

  It would be nice if one day a week it opened earlier.

  I respect the hours, but in the summer I do get frustrated.

  I know some communities have tried Sunday hours – I would like them to try that.

  People are strapped for time – my daughter uses the Ithaca library on Sundays.  It is a dilemma to match money and hours with staffing, but if possible, at least a couple of hours in the afternoon (Sunday) would be good.

  A lot of patrons want to know why we aren’t open on Sundays.  I’m not sure why they changed that.

  The hours have caused confusion.

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Library programming and outreach to the community

 When asked about possible programming in the library, the ‘traditional’ users think the library should do what it does best - have events or activities related to books and reading.  They thought other community organizations already provided plenty of programming that the library did not need to have or to duplicate.  There were many ideas for book clubs, discussion groups, classes related to reading and books (teaching parents how to read to their children, how books are bound, etc.), book displays related to programs, and programs related to the history room. 

 The lack of a suitable meeting room came up in this conversation.  Group activities are limited at present because of conflicting uses of current space.

   I think the library is the library – everything here should be about reading.

  I have a problem with the meshing of missions.  BOCES already does nice adult education service – duplication of service is not always good.

  I don’t think of coming here to do crafts.  I want to do things that are book related.

  How to reach out?  Book clubs and open on Sundays!

  We could do more and more group projects if there were meeting rooms.

  If we use the reference room for meetings, then it is not available for those wanting to use it for reference.

  Round table discussions on a particular issue… just to get away from having to read a book by a deadline.

  I’d like to offer more programs that relate to the collection subjects, like gardening, to promote the collections.

There were others though, who suggested computer classes, games, puppet shows, and activities targeted at seniors, teens, and children.  There were several suggestions for teen book clubs.  In addition, many thought that teens could be tutors for homework help and for teaching seniors how to use computers and other new technologies.  The expressed suggestion was that this group was a great resource, but participants also implied that by getting them involved, the teens too would develop long term good feelings about the library.

  There are adult book clubs – don’t think there is a teen one – this could be offered to teens too.  It’s been very successful at the teen level in school and could help drive them in.

  We need social activity to draw people in – there is a social aspect to libraries as well.  It’s not to say that reading isn’t associated with the event – you pull the books out and do displays.

  Nice to have tech classes – basic stuff like how to set up an email account.  And on some of the new technologies – what is a blog?  Downloadable books – how to do that.

When asked about whether the library should offer homework help, most said yes and then went on to suggest that teens should be encouraged to be the tutors – either to their peers or to younger children.  One or two thought it was not the library’s job – the schools and parents should shoulder the responsibility.

  I think study groups and a writing center would be good, also math.

  Great idea – use retired teachers looking for a way to use their talents and share with others. And then you can take out the books on the subject!

  I think we should – many just need someone to proof a paper.  Some don’t have parents they can go home to who can help them.

  Often teens come in and wait to use the computers – this would be an opportunity to help others – it would empower them, help build their skills, and help them stay out of trouble!

Library programming and outreach to the community seemed to have many things in common.  There were many suggestions for groups that the library could cooperate with:  Cayuga Community College, Seward House, Cayuga Museum, Merry Go Round Playhouse, Art Center, and other cultural organizations.  The library’s participation in Cayuga Reads was often mentioned as an excellent program.  Someone suggested a local form of the national Story Corps, perhaps involving teens.

One frequent idea was walking tours in Auburn that would include the library – either as an historic building or part of the Underground Railroad.  Another frequently mentioned idea was to have open houses, either the library by itself, or the library in conjunction with other cultural organizations – to do these in an organized way at the same time or as a planned series.  These ideas tied in with suggestions that downtown Auburn had a lot going for it in terms of history and culture, and the library needs to be part of some more organized city effort to market its assets.

  I think Cayuga Reads is a good program.

  Collaborating with Story Corps – trying to connect with older citizens…that, when it’s up and running could be incorporated with other institutions.

  The whole downtown can be reached out to.  We used to come one night a week – the downtown businesses could buy into that; doing promotional things during the evening, connecting the library to the businesses.

  Special nights when all similar institutions are open at the same time, or all similar types are open late the same day.

  Collaborations between groups:  Ignite, Business at Noon, or something after hours.

  We in the History Room were thinking maybe we could host a library tea and invite all those in the community who have resources and connections with local history to see what we all have.

Other suggestions included having a My Space site, working with small and women’s businesses, working with the various groups holding day and summer camps, Literacy Volunteers, using a Friends of the Library group to help, and holding study groups on current topics.  Many suggested that the library should make efforts to reach out to seniors through the Office of the Aging, and particularly to those living in the various senior housing facilities, by having revolving collections or some sort of mobile library.

  In my housing projects, transportation is an issue so I have been thinking about a mobile library, especially in the summer.

  I think it would be nice if Schwartz Towers could be involved with a program of reading.  Winters are long – it’s hard to fill the space.  Could hook up with Meals on Wheels.

  The more alternative programs you have, the more likely you’ll get people who wouldn’t normally come in.

  Activities for teens and involving them in being the trainers – those who come in are sophisticated in computers, programs etc. and can help one another.  They even help me!

  Also that would be a wonderful opportunity to connect them with older people – an intergenerational connection.

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Physical space and what about a coffee shop?

In general, participants like the library space.  As noted earlier, people are fond of the building and like the atmosphere of comfort, safety, and good maintenance. Earlier additions to the building are seen as sensitive, although some lamented the loss of the old front doors.  Some thought the beautiful gardens could be used more for programming or as part of open house activities.  The recent improvements to some use of space were noted, including more comfortable chairs and lighting – users sounded like they wanted more of the same!

 The problems noted by participants will come as no surprise:  the grandeur can be intimidating to some, the layout of some of the collections is difficult, there is no satisfactory meeting space, lighting could be better, the summer air quality is bad, and there are major accessibility issues.  The children’s area is highly thought of, but the teen’s section is too small and in the wrong place.  Some thought it was quite comfortable as it is now, especially with the improvements to some of the chairs and some of the lighting.  However, others wanted more division of space according to use:  comfortable quiet reading areas, technology separated from reading, noisy areas separated from quiet areas, meeting space that did not double as a collection space, and so on.  Staff spaces are cramped and scattered.  Users of the children’s section would love an entrance and exit on that level.  They would also appreciate a drive-by book drop to avoid all the problems of getting children in and out of cars.  Although not part of the building, many noted that parking can be a problem and suggested obtaining additional space from purchasing adjoining buildings.  Hiring a space consultant to review the whole property is likely to be seen as a very good use of funds.

   We have to take the old stairs – there are accessibility issues.

  Good job integrating the new architecture in it.

  Gardens are wonderful and beautiful – a hidden treasure.

  I don’t know the story of this building – the library should be on the tour to explain how this became a library.

  It is great – humongous – organized well except for the fiction on two floors.

  Lighting has improved, there’s new upholstery, it’s comfortable.

  Not enough comfortable space – furniture could be more comfortable.

  The building is tasteful and I would like to see it maintained in that manner.

  This building is an asset and a liability.  It would be nice if we could expand.

  From my perspective, I want to see a space for technology and one for reading.

  We have a weird teen section – very echo-y, only fits about 6 teens, noise echoes up the stairwell.  Patrons upstairs complain about the noise, but it really is just a lack of space.

  A consulting firm that could come in with a fresh eye to look at the space to see if there are untapped spaces.

The idea of a coffee shop generally drew a Yes, Yes, Yes response!  Most participants like the idea of having a coffee, chatting about books, or relaxing with a snack while reading - doing what they would do at home.  A few of those with more traditional ideas about a library being only for reading had reservations.  The coffee shop idea is one place where a clear divide shows up between those who want the library to go with its strength, do what it is good at – books, magazines, discussion and see coffee shops as hype, and those who see a little café as an added attraction to make the library a comfortable, social place but still connected to reading.

  Why not extend that homey feeling?  It’s comfortable and beautiful here.

  It would be nice.  Think about what happens here…you chat with someone about your book!  You make a new friend.

  Exactly what I was thinking about on the way here.

  I’ve been pushing that for years.  I have an elderly uncle who lost his wife and says he would come here if there was coffee – although he’s afraid of spilling!

  First time I went to Barnes and Noble, I thought this is a retail store? It’s a library.  It makes sense to me to have a little café.

  We don’t really enforce the food and coffee rule now.

  It would attract a negative element that wouldn’t be interested in reading.

  When we’re here lots of hours, I would just leave when they got  hungry or cranky.  There are other ways to satisfy those needs.

  First reaction is I don’t think so.

  I get papers at home, but I would come here and read more.

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Library collections

 In general, the participants thought the collection was good.  It has a lot of variety, people could generally find what they wanted or the library would get it for them, the children’s collection is considered outstanding, and the DVD collection drew rave reviews.  The rental collection is much appreciated and so is the History Room.  Several people noted great finds when browsing. 

There were grumbles of course!  Those with very specific needs found that the art and poetry collections were not as good as they wanted, the shelving sequences are problematic, there are not always enough copies of books wanted for book groups, and some parts of the collection are not up-to-date.  On the other hand, the weeding is noticed and most recognized that the currency of the collection is improving. 

It appeared that some participants use several libraries, both in Auburn and other places, so if they are disappointed in their search at Seymour, they will go elsewhere. Some think that the displays could be improved to be more like a retail store, but others thought the library already had a bookstore atmosphere.  Some displays like the magazine rack and the DVD rack are disliked for being unwieldy or noisy.

   For me coming in occasionally with my kids, I would like to see best-sellers displayed on the tables (like at BJs) making it more retail like.

  Lots of nice changes.  More DVDs for adults which is nice.

  I always find everything I need.

 Rarely disappointing, ask at the desk and they get it.

  I didn’t even know about the History Room upstairs – since then I’ve literally gone through WWII – it was like finding a gem.

  There’s a wealth of stuff here in the collections.

  The DVD collection classics – free!

  The poetry collection is appalling – had to go to CCC to get what I needed.

  There’s a reason why a collection is a collection – it’s what is available to you.  A lot of times, you don’t come in for a book, you come in to browse the collection and see what interests you.

  Kid’s collection is fantastic – a bit lean on teen and preteen because there’s just a small section of space for that.  Only about a third of the preteen collection actually encourages a young reader to continue to read.  You want a child to get excited about what they have to read.

  I like the new leasing arrangement – gets books on the shelf when needed.

  I’ve always been impressed with what’s on the shelf… We could parlay with the college – sharing expenses, open communication.

  The magazine rack is unwieldy, way too many magazines.

  Design of the building makes finding stuff difficult.

  People are very upset about weeding the collection, they feel the library should keep everything… That relates back to the history – some think this is a museum.

  Some men don’t feel comfortable in a library – they don’t realize what we have here, DVDs, many magazines.

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What keeps people from coming to the library?

 Participants noted a variety of issues they thought might keep others from coming to the library, but three key barriers came to the fore:  parking, competition for time, and the intimidation factor of the building as well as the library itself. 

Parking, especially on Saturdays and when there are special events, is a problem.  Outside forces such as the Internet, easy availability of books to buy, work, and the many other activities in people’s lives are in competition with the library for their time.  Several noted that the fear of the unknown, what a library has or does, and its rules, may keep some away.  Along with this fear, the building is intimidating – its grandeur, which door to go to, do you have to ask to go downstairs, the look of chaos as you come in.

 A fourth barrier is based on people’s past history with the library.  Long memories about embarrassing fines, a previous bad experience, or not being able to find what they wanted, will affect how, or even if, they use the library now.

 Some other barriers are inconvenient hours, poor accessibility, not enough resources and activities for teenagers, and lack of air conditioning in the summer.

   If we had meeting rooms, people wouldn’t be able to park.

  Parking – definitely.

  A whole generation is used to having a library at their fingertips.

  Outside forces:  too busy, competition for time.

  The building represents something that many are timid about approaching – it’s the old bank syndrome.

  Fear of the unknown – what they can use, what’s here.

  Years ago when my daughter was a college student, she was put off by the library… because they didn’t have contemporary authors, books people her age were reading.