Now you’re talking – that’s pretty cool – mailed (or not), printed paper might cost you, and the coupon may definitely make you take a revenue hit (haven’t seen those numbers to see what is flowing currently due to fines) – but for the feel good effects and patron relations – priceless. j.

Come to think of it, I’m not sure my library has my exact birth date on file. Then again, it’s been almost 2 years since I joined, so maybe they do have that info.

1. That the phone call felt so wonderful on my birthday for a specific reason: I was in the midst of a pity party because I was cooped up with bad weather and very sick preschooler it just felt good to speak to speak to another adult and feel that I had been remembered. My virtual friends had sent me lots of lovely greetings on Facebook, etc., but I was still feeling rather neglected. If it had been a more normal day, I may have not welcomed that phone call.

2. Pete hit the nail on the head, and the method of communication is not really the point at all. It is about finding a way to communicate regularly with all our patrons by whatever means they prefer.

I especially like how John (commenting as lemasney) suggested that we might want to differentiate based upon each individuals relationship with the library.

I am now thinking that perhaps sending out a birthday card with a coupon inside for waiving $2 off of any fine or for a free DVD rental and on the back of the coupon having a space for feedback that needs to be filled for the coupon to be redeemed. The feedback could be anonymous or not, depending on user preference.

Sara’s point that patrons will respond if they know you act upon their suggestions is very well taken. Follow up is key and I wonder if my gym will call me about my request to expand the hours that they open the daycare room at the gym on weekends.

Hmmm… keep the conversation going. I like the ideas that this is generating.

Feedback, yes, birthday call, no.
Patrons reactions to this would probably be as mixed as they are ..stages of life, frequency of library use, etc. Some want us to be their friends and buddies, to know their concerns and needs. Others very much want to drift through wrapped in their veil of privacy ..and part of what we have to do is navigate that, know who is who.
But here at least they love! to tell us what they think, when asked. Free form comments in our last (biennial) Service Survey were added to over 80% of returns, up 30% from preceding survey.
In our experience the key to getting useful input is patrons knowing you will *do* something with it. We are careful to explain, in our Survey intros, what their input led to the last time around. (Or, if you can’t execute, explain why.) Patrons will talk–if they think we are truly listening.

I think that outreach is great – I think assessment is great, and I think goals, review, and feedback are all fantastic.

I think it’s essential to choose the right communication channel for this, and possibly do a stakeholder analysis to determine who should get one level of contact vs. another – in other words some patrons should be getting a phone call, some should be getting a thank you gift with a personally written note, and some should be getting a hey how’s it goin email message.

Choosing the right channels is key, but the idea in general, and your valence of contact from the organization were key in its success.

Here comes March! j.