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Are Patrons Ignoring Electronic Resources?
By Donna Fletcher
December 5, 2007
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Electronic resources command a significant staff and financial commitment. Yet, many basic questions about their usage remain. For example, to what extent are libraries’ sites used? Who’s using them and for what? Some answers and suggestions for future direction come from recent surveys and focus groups we’ve conducted among 4,500 adults in Illinois and other states.

How many patrons use their library’s Web site? Our survey data indicate that 50% - 60% of a library’s adult patrons will visit their library’s site in a 12-month period. This figure seems somewhat low to us given the high level of computer penetration in many communities. It suggests that people either don’t know about the sites or think there’s nothing for them there.

How do patrons use library Web sites? By far, the most frequent usage is for “housekeeping chores” such as renewing a book or searching the online catalog. Many patrons never explore a library’s site beyond these basic tasks.

Why? While it’s difficult to generalize, patrons tell us that the look and tone of many library Web sites aren’t dynamic, and fail to convey an “au current” message or the richness of the site’s content.

The layout may be cluttered and the language used unclear to patrons. For example, few patrons – outside of current or recent students – understand the term “databases” in the library context. Or, newer links - such as email a librarian or chat reference - can be difficult to spot on the home page, if they’re there at all.

Many online library resources are woefully underutilized. Databases are a key example. A recent survey showed that just 34% of patrons were aware of a library’s databases, and only 12% had used them in the past year. But, when they learned about the databases, 50% of patrons said they would use them.

Why is database usage so low? We’ve learned from focus groups that words alone don’t convey the power of these electronic resources. When the databases are described to respondents, the reaction is often less than enthusiastic. But, when we demonstrate them – ask patrons for a topic and perform a search – they then see the relevance and importance of these resources. This finding suggests that libraries must show people examples of databases in action through demonstrations inside and outside of the library. And, develop words or a term that better capture the essence of databases.

What about usage of online homework help such as Tutor.com? Unfortunately, this service is another underused online resource. One survey indicates that just 5% of a library’s patrons with children under 18 use the service, but 44% said they will use it now that they know about it. Libraries must promote these services, not only when they’re instituted but throughout the school year, every year.

Should a library put its newsletter online and forego the costly printed version? We’d urge caution. Because patrons often use the library’s Web site only for “housekeeping” functions, they don’t look for the newsletter there. Many – particularly older patrons – aren’t accustomed to searching online for event information. They expect it to arrive in their physical mailbox.

This isn’t to say that libraries shouldn’t develop new electronic communications. Patrons see a role for them, particularly if they are targeted and short. Few people want to receive a 10-page email newsletter. But a brief reminder note about an upcoming program or a new collection is likely to be welcomed.

Web sites and electronic sources are an increasingly important part of public library services. Boosting patrons’ usage of them will help justify libraries’ investment in these resources and reinforce libraries’ commitment to new sources of information.

About the author: Donna Fletcher is a professional market researcher and former president of the Highland Park Library Board of Trustees. Donna owns Library Survey Consultants, a division of Donna E. Fletcher Consulting, Inc. The firm specializes in library surveys and focus groups. Donna resides with her family in Highland Park and may be reached at def@librarysurveys.org.

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