A case study on the appropriateness of using quick response (QR) codes in libraries and museums

• QR code usage was observed to be low.
• Patrons' reactions were generally positive, suggesting potential for effective use.
• A common assumption was that youth and smartphone owners know how to use QR codes.
• Another assumption was that QR codes are only used for one-way information provision.
• The idea raised was that QR codes could help visitors personalize their visit.

Libraries and museums are increasingly looking to mobile technologies, including quick response (QR) codes, to better serve their visitors and achieve their overall institutional goals; however, there is a lack of information regarding patrons' perceptions of QR codes — information essential to successful implementations. This case study explored staff members' and patrons' perceptions of QR codes at Ryerson University Library and the Museum of Inuit Art in order to determine the extent to which QR codes are appropriate for use in libraries and museums. Observations and 56 patron and staff interviews were conducted to obtain data on usage, knowledge, reactions and expectations regarding QR codes in these institutions. It was found that QR code usage was low, but that there was potential for use, with patrons' reactions being generally positive. Three themes were identified from an analysis of the results: an assumption that young people and smartphone owners use QR codes; that QR codes are only used for one-way provision of information, not to initiate a conversation; and that QR codes can be used to personalize a visit to an institution. Libraries and museums are advised that based on these findings, QR codes can provide a cost effective and potentially powerful tool, but patrons should be first surveyed to tailor these initiatives to their wants and needs.