Dublin, OH - June 10, 2020. The Syosset Public Library of Syosset, NY, has always maintained regular and engaging communications with their patrons and, with the onslaught of the COVID pandemic, the Library has stepped it up a notch as the Long Island NY area has been a particularly hard-hit region.
One piece of good news emerging from this effort is that the Library is seeing many previously un-engaged (or lapsed) patrons re-joining the active patron ranks. Using their library's Patron Point system, Megan Kass, Systems Librarian at the Syosset Public Library, and her team have been responsible for creating and managing the Library's email communications and over the past weeks have seen several positive outcomes.
The first is the return of "lapsed" patrons (those who have been inactive for a designated period of time). Kass observes, "It has been the Library's practice to continue to communicate with patrons that may not have had any activity in recent months. Our hope is that continued promotion of new and interesting services will bring them back to the Library." And, that's exactly what's happening. With the shelter in place, there's been an increased interest in e-books, e-resources and virtual programs so those previously lapsed patrons have recently renewed their card status and were immediately able access the resources they desired.
Another instance is that the Library is seeing engagement of patrons who had previously not provided their email addresses or have had a change of email address over the years. While these patrons initially present themselves as potential new card holders, they are identified as existing in their ILS during the registration process and Library staff are able to update the existing patron record. Then with Patron Point's seamless communication with the ILS they are able to maintain patron record integrity, build on the information already in the system, and begin active engagement with these "new" patrons.
In both cases, the Patron's are then engaged with the library's four sequence Welcome email campaign that introduces the recipients to all that the Library has to offer. "Since they haven't been involved with the library for while", states Kass, "we've decided to update them on all the great things we do." "Now with the Pandemic, it's also critical that we keep them informed of our changing plans," Kass continued.
To complete the picture, Syosset Library is offering an eCard option for new patrons which provides immediate access to electronic resources the library has to offer. "These new "e-patrons" are a great opportunity to convert them to full-fledged card holders," asserts Kass. She concludes, "Our goal is to take advantage of their renewed interest and, using Patron Point, engage these new users with communication programs that tell the great story of our Library beyond the Pandemic and into the future."
About Syosset Public Library
The Syosset Public Library (www.syossetlibrary.org) provides patrons with the broadest possible range of information resources and opportunities for cultural enrichment in a warm and welcoming environment. A variety of programs that are entertaining, educational, and enriching for people of all ages are available. The library maintains extensive print and digital collections, electronic resources, and an expert service-oriented staff. Music, movies, 3D printing, gaming, virtual reality systems and more are available to meet the needs and tastes of today's diverse community.
About Patron Point
Patron Point is the first of its kind patron relationship management system built specifically for public libraries harnessing data from a wide range of library systems including the ILS, eBook platforms, event/PC/room booking systems, databases and website to build a unified view of the patron's engagement with the library. With Patron Point, libraries can use this data to segment its audience and produce personalized email and web communications that attract and more fully engage the patron. Libraries can benefit immediately from a foundation of Proven Programs or create their own workflows that are customized to their unique user communities and needs. For more information on Patron Point, see our website.