To improve the library experience for your customers, you need objective evidence about how people are using your space and resources.  Observing and recording anonymous customer behaviours is a powerful way to gather this.  This course will introduce the basic methods with easy exercises to build your experience and the opportunity to design your own observation too. Use these techniques to get beyond a familiar workspace and staff assumptions to what your customers actually see and do. Suitable for both public and college libraries.

The course is structured in three Modules, each with a practical task at the end. Module 1 introduces observation methods and focuses on customer visits - age profile and customer flow through the day. In Module 2 you will consider how to use observation to help you plan, locate and merchandise collection displays so that they perform well. Module 3 considers physical routes and how long customers stay at the library, together with some advice on how to deal with what your observations uncover. Your final task is to plan and carry out an observation of your own choice.