LONG RANGE PLAN 
2001 –2006  

Part 10 - Focus Groups Reflect on Their Library Experiences

Before being invited to discuss their views about Fairfield today and its future, focus group members were asked to describe a good and a bad library experience from any time in their life.  Most chose to comment on Fairfield Public Library’s staff and services.  They expressed substantial satisfaction with Fairfield’s public library system; just about all of the Library’s services were mentioned appreciatively.

Parents were very enthusiastic about the programs offered for their children and would like to have the Library take on a greater role in providing children’s activities.  Teens find the Library resources adequate for their studies, except for the need for duplicate copies of materials in demand, and a desire for more computer terminals.  Improved heating and air conditioning at the main library is a high priority for civic groups and government officials who regularly hold meetings there.

Following is a summary of the comments expressed in the introductory exercise.

Focus Group: Teens

The members of the teen group were largely in agreement about their library experiences.  They said that the Fairfield Public Library is a good place to do research, with a broad range of information and helpful reference staff.  The main library is a nice, quiet place to study and the computers are set up in a good way.

A problem, said six students, is that material which they need for a research paper is too often in circulation and unavailable.  They would like the library to have more copies of books they need.  Some books are apparently misfiled or lost; the computer indicates that they are on the shelf, but they cannot be located.  Four students agreed that usually, when they arrive, all computers are in use, and people stay online for a very long time.

They made additional suggestions for library improvements:

• The library needs more computers, more Internet terminals (4 people).

• The library should make available the kinds of equipment students don’t have at home but which they need, such as scanners and color printers.

• The library could buy more copies of books, videos and magazines needed for schoolwork, acquire more science fiction titles, and replace worn-out books.

• Shorten the loan period for materials needed for projects (3 people).

• A really large video section for school subjects and entertainment would be good, and the library should acquire more new video titles.

Focus Group: Parents of Young Children

The comments of parents were primarily related to library-sponsored programming for children.  The good experiences they mentioned included the Terrific Two’s program for two-year-old children and their care-givers, the summer reading game, the Youth Book Review Board, and the recent Harry Potter programs for elementary school children.  They also commented on the helpfulness of children’s librarians who assist with schoolwork and computer use, and who can recommend excellent children’s books and Internet sites to parents.

These parents said that their children had greatly enjoyed the library programs.  But they know that popular programs fill up fast.  One suggested that storyhours should be offered year-round, rather than in eight-week series.  Another recommended more interactive programs for older children in arts, crafts and reading.  They would like to have the library acquire some new computer games for children and provide structured activities for middle school children after school.  Parents see a need for word processing to be offered to the public.  Students need this service, they said, and a number of public libraries in Connecticut are offering it.

Focus Group: Elected Officials, Library Board Members, Former Town Librarians

This group expressed high regard for the library staff, with praise for their expertise, their warmth and graciousness, and their willingness to respond to suggestions for worthwhile book purchases.  They also appreciate the automated resources and the computer training classes.  They thoroughly enjoy easy access to good books, as well as audiobooks and the Library’s art exhibitions.  It was noted that the main library is a beautiful building that should be preserved.

Participants all seemed to be aware from attendance at Town meetings that the main library needs an improved heating and air conditioning system.  They also mentioned that the library could be made more functional and attractive through better use of space.

Focus Group: General Public

Members of this group expressed warm recollections of their library experiences while growing up.  Some now use the library to solve practical problems such as deciding on a new car, making home repairs, or obtaining study materials for an external college degree program.  One person expressed gratitude that Connecticut’s public libraries are now accessible to the handicapped.  The Rotary Job and Career Center at the main library was credited with helping another to make a career change. They love the audiobooks collection and the interlibrary loan program, which was called “wonderful, amazing, that the most obscure books can be obtained in a couple of weeks from libraries all over the country.” The reference librarians were termed “incredible.”

This group recalled some bad experiences with the circulation system: a book placed on hold which was not in when the patron came to pick it up, and the problem of books being returned but not discharged from the borrower’s record.  Some regret the loss of the old card catalog that has been replaced by computerized listings of items and locations.  The parking problem at the main library was also mentioned.

Focus Group: Senior Citizens

The seniors focus group expressed strong appreciation and gratitude for all the services of the library and for the helpful and welcoming staff both at the main library and at Fairfield Woods Branch.  Participants mentioned the extensive automated resources, the audiobooks, the meeting rooms (“a wonderful service to the community”), and the Connecticard and Connecticar programs which permit borrowing in other towns, and then returning the items by dropping them off at Fairfield Public Library.  They appreciate the library’s cooperation in obtaining obscure references through interlibrary loan, and observed that the library keeps up-to-date in all areas, and is an integral part of the community.

Three mentioned bad experiences with overdue notices for items they had already returned.  Two resented being unable to concentrate because people nearby can be loud.  They would like the staff to enforce a lower noise level.  One said that materials, especially videos, are hard to locate at the main library, and parking there is sometimes a problem.

Their suggestions included acquiring more audiobooks, producing a leaflet with floor plans which would show the location of books by Dewey number, publicizing the homebound service for shut-ins, forming a writers’ group and remaining open until 9:00 p.m. on Fridays.

Focus Group: Library Staff

Fourteen staff members participated in the focus group.  Eight expressed appreciation for very helpful and personally supportive co-workers.  In the reference department, they said, the team effort is a tremendous asset. Circulation staff members said that they enjoy meeting the public and experiencing their enthusiasm.  So many people speak about what a great library this is.  A new employee commented that the Library has always been the town’s best feature.

Seven said that their most unpleasant experiences involve dealing with upset or angry patrons.  However, staff was in agreement that there are great rewards in working with a public which is on the whole appreciative and grateful for all of the Library’s services.

All of these observations were considered as the Library developed its goals for the next five years.  The Library administration expresses its appreciation to all of the citizens and staff  who took the time to come together and share their ideas. 

Return to Long Range Plan Contents

July 2, 2003