Love or Breakup Letter Study

Over three days during Valentine’s Day week, we set up decorated tables in the Ask Us lobbies of Hill and Hunt Libraries to get feedback from our users by asking them to write a love or breakup letter to the Libraries. In exchange, we handed out Libraries-themed valentines, 3-D printed wolves, buttons, and candy. This study, disguised as outreach, was unique because we had no research questions that we were trying to answer. Rather, we sought authentic feedback from our users about whatever they wanted to share with us; what they loved, what could be improved, and suggestions for us to consider about the Libraries.

We received feedback from 174 people—149 letters and 25 verbal responses over three days of tabling. Hill received 110 letters and zero verbal responses. Hunt received 64 total responses: 39 letters and 25 verbal responses.

Types of Letters Received

We created three categories for responses*:

• Love letters - responses with only positive feedback
• Breakup letters - responses with only complaints or other negative feedback
• Situationship letters - responses with both positive feedback and constructive criticism

*verbal responses included

We received 134 love letters (77% of total letters), 21 breakup letters (12%), and 19 situationship letters (11%). 

Letter Feedback

The majority of feedback we received was highly positive. Love letter writers generally described their appreciation of collections, events, furniture, instruction, outreach, staff, spaces, services, and the overall environment of the Libraries. The word love (or drawn hearts) was used in 77 letters. Phrases such as “thank you” and other appreciative terms were used in 40 letters.

• “Dear Library, I love you. Thank you for being there for me every night.”
• “Thank you for the great memories, the fun times, and the scorching heat during the winter weather. Feeling out of breath when walking up the stairs, and the constant full tables.”

Staff

Libraries staff were one of the most frequent mentions in love letters, with 28 mentions between Hill and Hunt. All of the comments were positive and enthusiastic.

• “I just want you to know that all of the staff is so appreciated. You guys are the best. THANK YOU! I love my libraries! Happy Valentine's Day"
• “Dear NCSU Libraries, I love you guys! Y'all are always available and willing to help with any research requests. Your staff is friendly, patient, knowledgeable, and responsive.”
• “I really appreciate all the hard work and effort of the people working for the Libraries (seriously - Ask Us desk, Maintenance cleaners? Janitors? Not sure what is appropriate)”

Libraries environment

Many letter writers complimented the overall environment (n=14) of the Libraries. The most frequent descriptions we received were variations of the library being a home away from home (n=10), comfortable (n=9), peaceful (n=7), safe (n=6), and clean (n=5).

• “I love that you provide a space for productivity, where I can feel a part of a community while toughing it out through my homework. I appreciate the different spaces for different vibes and a change of pace.”
• “My home away from home."
• “Your work is worthy and full of value. I adore this space because it brings me so much peace.”
• “Thank you for providing us with a safe space to come and study alone or with friends.”

Student Workers

There were five letters from Libraries student employees, who all commented on how much they love working at the Libraries and/or love their coworkers or serving patrons.

• “I love my coworkers here and the environment that the Libraries maintain. I always feel welcome!”
• “My wonderful work place! Love working here! Definitely the best few hours of my day are spent here interacting with our wonderful patrons!”

Furniture and Spaces

There were several positive comments about furniture at Hill and Hunt (18). Cubicle seating was mentioned directly or suggested via mentions of study spaces in the Hill stacks. Other furniture feedback was spread out across different furniture types. Some users specifically mentioned the variety of options.

• “Dear Library, I love the 7th and 8th floors because of the private cubicle seats. I like that you can angle the desks and feel locked in.”
• “I love having a warm, quiet place to study or even just come and chill between classes. I love the seating variety and I LOVE the spin-top chairs.”

We also received positive feedback on several specific spaces or types of spaces, such as quiet spaces (15), The Studios (18), gaming spaces (11), and study rooms (7).

• “The silent area on the 5th floor [of the Hunt Library] got me through undergrad. The natural light, comfy chairs, mini workout up all the stairs to get there...chef’s kiss!”
• “There is no place I would rather study than the libraries. From silent study spaces to hidden gems on all floors, there’s no other place with so many options galore. I love your gaming spaces, digital media labs, and makerspaces. Your Ask Us desk keeps my confidence rising. Thank you Libraries."
• “Groups Study Rooms are my favorite.”

Complaints and Suggestions

Twenty-eight letters contained complaints and suggestions for improvements like extending hours, having different materials and devices available, noise levels, and more. Many of these were included in a letter that was positive or appreciative overall. Other letters mentioned non-working or insufficient electrical outlets, crowded or insufficient group study spaces, and bathrooms or cleanliness.

• “You need more bathrooms and outlets!!”
• “It would be nice if you were open 24/7 on Saturday and Sunday.”
• "You should have an umbrella rental system."
• "Good variety of sewing machines. Wish there was fabric."
• "More plants."