Advancing the User Experience

Advancing the User Experience: How Libraries Today are

Changing for the Better

Monica HarrisCustomer Service Manager

Oak Park Public LibraryOak Park, IL

"We must welcome the future, remembering that soon it will be the past; and we must

respect the past, remembering that it was once all that was humanly possible." - George

Santayana

What is different?

What is different?

What is the same?

Idea Connector

How has the world

around us changed?

S&P Home Value Index

70% of teachers working in the highest income areas say their

school does a “good job” providing teachers the resources

and support they need to incorporate digital tools in the

classroom, compared with 50% of teachers working in the

lowest income areas.

• 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults

• 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults

• 58% of these teachers (68% of teachers under age 35) have a smartphone, compared with 45% of all adults

• 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults

• 58% of these teachers (68% of teachers under age 35) have a smartphone, compared with 45% of all adults

• 93% of teachers own a laptop computer vs. 61% of all adults

• 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults

• 58% of these teachers (68% of teachers under age 35) have a smartphone, compared with 45% of all adults

• 93% of teachers own a laptop computer vs. 61% of all adults

• 87% own a desktop computer vs. 58% of all adults

• 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults

• 58% of these teachers (68% of teachers under age 35) have a smartphone, compared with 45% of all adults

• 93% of teachers own a laptop computer vs. 61% of all adults

• 87% own a desktop computer vs. 58% of all adults

• 39% own a tablet vs. 24% of all adults

• 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults

• 58% of these teachers (68% of teachers under age 35) have a smartphone, compared with 45% of all adults

• 93% of teachers own a laptop computer vs. 61% of all adults

• 87% own a desktop computer vs. 58% of all adults

• 39% own a tablet vs. 24% of all adults• 47% own an e-book reader vs. 19% of all adults

• 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults

• 58% of these teachers (68% of teachers under age 35) have a smartphone, compared with 45% of all adults

• 93% of teachers own a laptop computer vs. 61% of all adults

• 87% own a desktop computer vs. 58% of all adults

• 39% own a tablet vs. 24% of all adults• 47% own an e-book reader vs. 19% of all adults• 78% use social networking sites such as Facebook,

LinkedIn or Google+, compared with 69% of adult internet users and 59% of all adults

• 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults

• 58% of these teachers (68% of teachers under age 35) have a smartphone, compared with 45% of all adults

• 93% of teachers own a laptop computer vs. 61% of all adults

• 87% own a desktop computer vs. 58% of all adults

• 39% own a tablet vs. 24% of all adults• 47% own an e-book reader vs. 19% of all adults• 78% use social networking sites such as Facebook,

LinkedIn or Google+, compared with 69% of adult internet users and 59% of all adults

• 26% use Twitter vs. 16% of adult internet users and 14% of all adults

• 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults

• 58% of these teachers (68% of teachers under age 35) have a smartphone, compared with 45% of all adults

• 93% of teachers own a laptop computer vs. 61% of all adults

• 87% own a desktop computer vs. 58% of all adults

• 39% own a tablet vs. 24% of all adults• 47% own an e-book reader vs. 19% of all adults• 78% use social networking sites such as Facebook,

LinkedIn or Google+, compared with 69% of adult internet users and 59% of all adults

• 26% use Twitter vs. 16% of adult internet users and 14% of all adults

Despite their heavy tech use, 42% of AP and NWP teachers say their students usually know more than they do when it comes to using new digital

technologies.

• 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults

• 58% of these teachers (68% of teachers under age 35) have a smartphone, compared with 45% of all adults

• 93% of teachers own a laptop computer vs. 61% of all adults

• 87% own a desktop computer vs. 58% of all adults

• 39% own a tablet vs. 24% of all adults• 47% own an e-book reader vs. 19% of all adults• 78% use social networking sites such as Facebook,

LinkedIn or Google+, compared with 69% of adult internet users and 59% of all adults

• 26% use Twitter vs. 16% of adult internet users and 14% of all adults

Despite their heavy tech use, 42% of AP and NWP teachers say their students usually know more than they do when it comes to using new digital

technologies. Just 18% feel they know more than their

students.

Differences in Community

How is doing business changing?

World of Beer and Loyalty Clubs

Square Payment

Strawberry Tree solar powered public charging trees developed by University of Belgrade

What are libraries doing?

"It used to be that there was lots of time, but the information was limited. You

would go to the library, it might take a while, but that's where all the

information was. Now, it's just the opposite. Information is everywhere, but

nobody has any time.

The rules have changed."

MacBook Dispenser at Drexel University Library in Philadelphia

Westport Public Library Makerspace

?What does the library of the future look like?

Case Study 1:Anythink Libraries in suburban Denver, CO

Anythink in Rangeview, Colorado

Core Competencies of all Anythink Employees

• I am customer focused.• I am cooperative and a collaborator.• I am understanding and compassionate.• I am a self-starter and have a strong work ethic.• I am flexible and embrace change.• I am an effective communicator.• I am a problem solver.• I am responsible and honest.• I am emotionally mature.• I am a continuous learner.• I am an innovator.• I am a leader.• I am an Anythinker.

Shelver becomes

Wrangler: part product placement, part inventory control, part display technician

Library Assistant/Circ Deskbecomes

Concierge: part customer service, part technology troubleshooting, part product promotion

Librarianbecomes

Guide: part customer education, part reference advocate, part event planning

Case Study 2:Oak Park Public Library in Oak Park, IL

2010

Focused on People

Focused on Materials

Focused on Materials - 2013

2011

2012

2013

Why is getting participatory important?

traditional

participatory

?How do we design this?

Ask for their

feedback

Santa Cruz Museum of Art and History

Santa Cruz Museum of Art and History

Offer contests,

games, and opportunitie

s with intrinsic

value

We worked on

Connectio

n

We created the:

oppl.org/events/idea-box

Why Support Staff is our Biggest Brand Asset.

Questions?Monica HarrisCustomer Service Manager Oak Park Public LibraryOak Park, IL

Email: mharris@oppl.orgTwitter: @showlola