Etiquette and Best Practices for Addressing Library User Feedback

You have a suggestion box, now what?

After you have set up your feedback gathering mechanism where it will be seen and used by all users and even staff members, the next thing to do would be to wait for the feedback to come. It is always exciting to receive feedback from users, because you'd know the areas where you can still improve and those where you are already doing well.

Here are some good practices for handling suggestion box comments.

Regular Emptying and Review

Ideally, the one who should open the suggestion box should be the manager/librarian and someone else who will act as witness. Regularly empty the suggestion box and review the suggestions. Being consistent with this task shows users that their feedback is valued and acted upon. Consider setting a schedule for this task.

Responsiveness and Timeliness of Action

Address immediate concerns and prioritize the urgent ones. Whenever possible, respond to submitted suggestions publicly by placing notice that the suggestions on a certain issue have been received. This could be through follow-up emails, bulletin board updates, or in-person responses. Even if a suggestion cannot be implemented, acknowledging it helps build trust between the library and its users.

Categorization and Prioritization

Divide suggestions into themes like collection improvement, programming ideas, facility enhancements, and librarian/staff complaints. This makes it easier to identify common trends and prioritize actionable suggestions.

Share Progress of Implemented Suggestions

Share success stories, changes made, or improvements achieved as a result of user feedback. This encourages continued engagement.

Incentives and Recognition

Create an incentive program where users who submit suggestions are eligible to receive a small prize or recognition. Even the shy ones can be prodded to suggest if the incentive is attractive. Have a "Suggestion Superstars" board where the names of submitters can be placed (with their permission of course). This encourages participation.

What else can you do with the feedback from the suggestion box?

You can incorporate the feedback in surveys and focus group discussions. A written and documented account of your library users' needs and preferences can be invaluable when coming up with your library marketing plan.

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Ruby Galvez, RL

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