The traditional term patron is used by New York Public Library (NYPL), Cuyahoga County (OH) Public Library, Seattle Public Library, and Multnomah County (OR) Library. Library leaders are called to (1) “define the scope of the library’s programs, services, and offerings around community priorities” and (2) “take proactive and sustained steps to brand the library as a platform for community learning and development.” 2 It seems now is the time to align our vocabulary with our vision so our communities fully understand and appreciate our role.Īn informal observation of library websites and policies shows that even leading public libraries are evenly split between the use of customer and patron in their formal taxonomy. In the recently released Aspen Institute report, Rising to the Challenge: Re-Envisioning Public Libraries, two action steps for library leaders align with the need to better define what we call our users and our public. In addition, the terminology we use can help us to establish an identifiable brand within our communities. How we serve the people coming in our doors needs to be responsive and reflective of community needs. Information has moved from a resource to a commodity.
The demographic makeup of our communities has become more diverse. Public libraries are now, more than ever, a place to make community connections. Wireless services, e-books, mobile access, and chat reference are now all part of the basic public library service suite. In the past decade, public library services have transformed dramatically. 1 It is fair to say the debate continues with a wide range of terms in common usage across the country. Back in 2004, Contributing Editor Hampton (Skip) Auld compiled a wide variety of opinions, each arguing for a different term: customers, clients, patrons, anything but warthogs. It has been more than ten years since Public Libraries last explored this topic. Which is most appropriate? Which is the most accurate? What are the implications of using library jargon to describe our audiences? What are the implications of using non-library terms? Why does it matter? We have countless terms for the people who use our libraries.
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