Thanks to Glenn Harper, from Frankston Library Service in Australia for this great use of customer comment forms. They’ve started posting a monthly pdf of patron input (it looks like any remarks that could be used to identify someone have been stripped, so patron privacy is preserved).
It’s fun to read, but it also gives all staff a chance to see feedback (often positive) and ideas from their customers. And users can see what other patrons are saying so they can jump on the bandwagon, or add their own opinions on these ideas. What a great tool for increasing community participation in the library (to say nothing of increasing transparency in library management – if there are enough comments about e.g. more convenient hours or more DVDs, administrators might find it difficult to justify being closed on Sundays or spending most of their funds on books).