New Customer Tours

Goal

Ensure that new customers are given the opportunity to learn about the physical and digital resources they now have access to.

Implementation

• When a new library card is issued, the circulation clerk will ask the customer(s) whether they would like to take a library tour.
• If the customer would like a tour, the circulation clerk will walk them to the reference desk and tell a librarian that a tour has been requested.
• The librarian will welcome the customer and take them on a circuit of the library, describing points of interest:
• The reference desk. Tell them that the reference staff is always available to answer questions or help locate materials. Emphasize that their primary duty is customer service, and that they are never "too busy" to help a customer.
• The sign-up computer and printer station. Describe the sign-in process and printing procedure, and give a brief rundown of the software available. Mention the wide range of databases available.
• Walk the customer around the main walkway from the quiet reading area, through the YA corner, and to the childrens' computers. Along the way, point out the various sections and formats available, including magazines, CDs and DVDs.
• The meeting room. Briefly describe the programs that take place there and offer a copy of Info Magazine or a monthly program schedule if available. Also mention that the meeting room is available for rental.
• Finish up back at the reference desk and ask if they would like to know more about anything they have seen.

Documentation

Librarians should document each tour given using the comment function, including any notable responses from the customer.

Circulation clerks should maintain a tally sheet of tours offered and accepted.

Possibilities For Future Development

• Produce documentation for the customer to take with them, reinforcing the information covered on the tour?
• Separate tour plans for customers with or without children?
• A mechanism for drawing existing customers into tours to expand their knowledge of underutilized services?