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: [email protected]: @showlola
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