In 2003 the Research Unit, Dublin City Public Libraries carried out a survey on why some members of the public stopped borrowing items during a specific period. The survey on lapsed borrowing investigated the following questions:

1. Why did a group of library members stop borrowing items from the service during a specific time period?
2. To what extent did this group use the library for any other activity, apart from borrowing, during that period?

Using the DS Galaxy system as the reference database, ‘lapsed borrowers’ were defined as those registered library members not appearing on the ‘last seen’ facility for all library system transactions for a period of one year - (September 2002 to September 2003). Mr. Alun Bevan, An Chomhairle Leabharlanna was the programme consultant. 

Number of Surveys Returned (Service-wide Survey)

A total of 314 postal surveys were returned, 225 valid questionnaires and a further 89 returned due to change of address. The total valid response rate was 11.25% with an additional 4.45% returned due to change of address. The latter figure indicating a transient library population stratum.

Summary of Graph One below:

49% of lapsed borrowers made no continued use of the library; 51% used the library for purpose(s) other than borrowing.

Graph 1

Slightly more than half of the respondents had continued to use the library for purposes other than borrowing. This confirms findings from other external surveys that library usage operates as a broader function than borrowing alone. It also confirms that a lapsed borrower can be an active user of other library services.
52.8% of library usage, other than borrowing, related to browsing, finding something out and research. 47.20% of library usage, other than borrowing, was distributed over eleven other library functions.
Library usage by lapsed borrowers was occasional and infrequent. 67.6% indicated that their last visit was more than one month ago. 84% indicated that they visit monthly or less.

Details of Graph Two below:

Reasons for Lapsing:

• Obtain books from family/friend/other libraries: 19.4%
• Hard to find books I want to read: 12.4%
• I don't have time to read anymore: 9.6%
• Impossible to finish books before due to return: 7.7%
• Difficult to get to library: 7.3%
• Inconvenient opening hours: 6.3%
• Prefer to buy books: 6.3%
• Paying overdue fines: 3.9%
• Takes too long to get a book once requested: 2.8%
• Unattractive library interior: 2.4%
• Put off by a negative experience: 1.8%
• No easy access route for people with disabilities: 1.2%
• Other reasons: 18.9%

Graph 2

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Competition from other Sources and "Time is the Enemy"

Competition from other sources such as borrowing from family and friends (10%), other libraries (9.4%), and book purchase (6.3%), accounted for 26% of reasons given for lapsed borrowing.

19% of respondents listed "other reasons" for lapsed borrowing. 58% of (19%), related to life events and busy lifestyle. An additional 9.6% of respondents identified "no time" as a barrier to reading and as a reason for lapsed borrowing. Comments included

• "Very busy work wise – read the paper, find I have little time left to read books."
• "Difficult to return books during opening hours sometimes."
• "I think the library is good but due to lack of time - I unfortunately do not avail of the library's resources to its full potential."
• "Mother of four young children with full time job. Find it hard to make time to visit library. Believe it is very important and good for children though so will make more effort in future."

When this finding is correlated with the age profile of respondents (51% in the age group 25-44) the significance of “busy lifestyles” is emphasised in an age group usually associated with career and family concerns. 64% of respondents were women.

Details of Graph Three below:

Reasons which would encourage renewed borrowing:

• Stock: 40%
• Different opening hours: 28.5%
• Longer loan period: 13.4%
• Better parking facilities: 5.2%
• Lower fines: 4.0%
• Facilities for those with disabilities: 0.9%
• Easier physical access: 0.8%
• Other reasons: 7.2%

Graph 3

At 13.4%, a longer loan period is the single highest factor that would encourage renewed borrowing.
Stock related factors at a combined total of 40% would significantly encourage renewed borrowing. The respondents indicated that increased media stock such as DVDs (12%), music (7.9%), computer software for home use (6.5%), and range of newspaper and magazines expanded (3.8%) would encourage renewed borrowing.

Suggestions for changes to stock (9.8%) included: "more up-to-date books", request for "non-fiction topics", "science fiction", "teenage books", "more academic titles" and "different fiction arrangement". Clearly, as this service administers a significant book fund, availability and display of new material must be distinguished from purchasing of new material.
Respondents indicated that different opening hours would encourage them to resume borrowing. Preferences indicated included weekend (Sunday) and later evening opening times. This response should be correlated with busy lifestyles as it becomes evident that libraries are competing for people’s diminishing free time.

Comments from the public were positive about the library service and staff, "I was always treated like a VIP" being one example. The questionnaire has also reminded others to resume borrowing and one respondent advised that: "I think that advertising to the public more about available services could make a change to the number of library users."

The survey findings extend our understanding of why some registered borrowers stop borrowing but continue using the service in other ways. Factors that would encourage renewed borrowing are indicated in the findings.

September 2004