Presenters: Ken Haycock, USC; Kim Bui-Burton, City of Monterey; Susan Hildreth, Peninsula Library System
Recommendation: embedding ourselves in our communities – have deep awareness, know how assets we have can help communities succeed. This is a shift – not everyone in org or in community may embrace it.
Rising to the challenge – reenvisioning public libraries. Gates Foundation is sunsetting their investment. Aspen Institute/Report – libraries as people, place, platform. Helps us/public to articulate importance of libraries. Platform – we can connect people with information, with the benefits of a high-speed broadband network, variety of formats of eResources. Embrace those we’re now labeling as competitors.
Challenge – funding. City & jurisdiction – enough $ only in good times. Showing stakeholders the strategic value of investing in library: it’s free, but do people value it less for that reason? Reaching people (stakeholders) who don’t use the library – e.g. wine & chocolate event inside the library. Know story well enough that you can get them excited. Think strategically about value of library services, show impact or difference we’re making in people’s lives – more important than circ figures.
California – culture of free library service. Library often considered nice-to-have but not need-to-have institutions. Library partnerships w/city depts., non-profits so they will defend library funding, be your champions. Reposition ourselves as critical infrastructure. People know why they support fire & police. Listen & help partners achieve their goals.
Libraries can provide tax information, passport services, assistance with affordable care act. Library as mediator between public & public services. Assist with workforce development, financial literacy. People having challenges prefer going to library to get assistance. It's a much more welcoming and helpful atmosphere.
Value of our traditionally being a place, a meeting space. One library is even asking for permit to let homeless people park there overnight. Library as community center – some of existing community centers offer maker spaces, preschools. Shared services? Duplication? We are community knowledge centers. Literacy sets up apart (including tech literacy). Need for research to show how we contribute to literacy, which could facilitate support for funding.
Gates Foundation has identified key indicators of value, which could be helpful in doing this research nationally. Impact – are we showing best ROI? There is much high quality data that isn’t being aggregated and presented to decision makers.
What should be the unique expertise of our professional staff? The number of librarians being hired is declining. We could look at model where our entry level professional staff receive some important skill sets at Bachelor’s level and get deep/specialized expertise as Master’s level. Our unique skills: connecting individuals to what they need. Public libraries have to have a generalist approach. We can help customers be as literate as possible in this world of information. We supplement and complement what’s presented in required settings and help patrons be successful. Be should be welcoming to all (diversity), with no agenda but as facilitators (which is growing rarer and rarer), a place for lifelong learning. We can be excited and open to learning and willing to engage with others, either virtually or live.
Wisdom/strategy to ensure future of libraries: read Bibliotech: why libraries matter more than ever in the age of Google, which is articulate and communicates urgency.
Attended by Brian Sternberg, Don Hilliard, Sam Davis and Adam Tuckerman
Saturday, October 31, 2015
Leadership Lessons & Strategies
Presenters: Rebecca Raven, Brampton PL; Frank Cervone, University of Illinois; Rudy Leon, UNC Wilmington; Ben Bizzle, Craighead County Jonesboro PL
Own your mistakes. In a new leadership role: Listen as long as you should before starting to implement changes. Ask questions to gain knowledge of culture, who we are and how we do things, to avoid stepping on toes. Need to go deep enough, beyond the surface. Is it a collaborative environment? Sphere of influence vs. sphere of control. May need to use same strategies that you used as non-manager librarian to make changes. Where does your authority lie, even if you have title of authority? Have regular meetings, listen to gossip, eavesdrop in lunchroom, listen for what’s assumed but not said and deeper concerns. Everything that you hear is not necessarily an action item.
When you take a new position, you have about 90 days to set the course for what you plan to do, how you’re going to change the organization in the way it needs to change. If you set the course too early, you may not understand subtle things, things you don’t realize are happening. If you wait too long, things return to normal and you become part of the system. Most often in a new position you’ll be given a charge, things that need to be investigated. Don’t put that off, even though it’s uncomfortable. You’ll probably have to have frank conversations, resetting the expectations of others. The environment could be resistant to change or have external factors inhibiting change.
Take a different perspective, responsibility rather than authority. Listen to folks, interpret what they’re saying, call out what they’re really trying to tell you. People don’t realize what it’s possible to do.
Let creative people be creative. Good leaders foster a culture of creativity that allow people to fail with confidence. If you can do that, you’ll succeed as leader by putting people in a place they can grow and excel. Leadership is relationship w/people, vs. managers having relationship w/processes. Managers may be more interested in controlled environment vs. leaders creating environment where people can flourish. Know what you don’t know and trust people that you believe know those things to do them, with checks and balances. Let them bring their ideas to you, and make them explain their ideas until you understand them, and only then decide as leader if you want to implement.
Make it clear as a leader that we support your professional development: give people time during day for purchased training, as many opportunities for local events as possible and the occasional trip. Have people tell you what they’re interested in and why and how it relates to organization, and think strategically about how we can use that interest. This gives the leader an idea of where organization should go at a larger level. Let people have responsibility and increase that as both sides gets more comfortable.
Be honest w/choosing whom to hire – how much dynamic disruption can you handle? Have their back if you hire them and others are pushing back.
Accept that it’s not your library.
Leader of library needs to advocate for library and demonstrate why it is relevant, talking to other leaders of organization. Know how you are perceived by the rest of the organization, and be sure that you are regarded highly. This is key to getting funding, having support from stakeholders and patrons. Be the voice or create the voice (have other staff do this if they're better at it).
If organization is changing a lot – have set of core initiatives that can get done regardless. Adapt to new direction of organization, to be successful in the environment (you may get to inflection point where you need to get on board or get out).
Won’t win every battle. Have meeting and ask everyone to explain person by person what is going on in department, so you have understanding of what was going on in institution as a whole. Inspire those below you – ask lots of open-ended questions and wait for responses and listen. Force them to answer. People above you – you don’t know the reasoning behind their decision – may be political, not in best interests of organization. If someone is not willing to grow with you – replace them. Look for disposition to learning in new hires. Every role deals with technology, learning new systems. How is review system organized? Build technology into review goals, such as learning to use systems or spending 1 hour/week learning.
Own your mistakes. In a new leadership role: Listen as long as you should before starting to implement changes. Ask questions to gain knowledge of culture, who we are and how we do things, to avoid stepping on toes. Need to go deep enough, beyond the surface. Is it a collaborative environment? Sphere of influence vs. sphere of control. May need to use same strategies that you used as non-manager librarian to make changes. Where does your authority lie, even if you have title of authority? Have regular meetings, listen to gossip, eavesdrop in lunchroom, listen for what’s assumed but not said and deeper concerns. Everything that you hear is not necessarily an action item.
When you take a new position, you have about 90 days to set the course for what you plan to do, how you’re going to change the organization in the way it needs to change. If you set the course too early, you may not understand subtle things, things you don’t realize are happening. If you wait too long, things return to normal and you become part of the system. Most often in a new position you’ll be given a charge, things that need to be investigated. Don’t put that off, even though it’s uncomfortable. You’ll probably have to have frank conversations, resetting the expectations of others. The environment could be resistant to change or have external factors inhibiting change.
Take a different perspective, responsibility rather than authority. Listen to folks, interpret what they’re saying, call out what they’re really trying to tell you. People don’t realize what it’s possible to do.
Let creative people be creative. Good leaders foster a culture of creativity that allow people to fail with confidence. If you can do that, you’ll succeed as leader by putting people in a place they can grow and excel. Leadership is relationship w/people, vs. managers having relationship w/processes. Managers may be more interested in controlled environment vs. leaders creating environment where people can flourish. Know what you don’t know and trust people that you believe know those things to do them, with checks and balances. Let them bring their ideas to you, and make them explain their ideas until you understand them, and only then decide as leader if you want to implement.
Make it clear as a leader that we support your professional development: give people time during day for purchased training, as many opportunities for local events as possible and the occasional trip. Have people tell you what they’re interested in and why and how it relates to organization, and think strategically about how we can use that interest. This gives the leader an idea of where organization should go at a larger level. Let people have responsibility and increase that as both sides gets more comfortable.
Be honest w/choosing whom to hire – how much dynamic disruption can you handle? Have their back if you hire them and others are pushing back.
Accept that it’s not your library.
Leader of library needs to advocate for library and demonstrate why it is relevant, talking to other leaders of organization. Know how you are perceived by the rest of the organization, and be sure that you are regarded highly. This is key to getting funding, having support from stakeholders and patrons. Be the voice or create the voice (have other staff do this if they're better at it).
If organization is changing a lot – have set of core initiatives that can get done regardless. Adapt to new direction of organization, to be successful in the environment (you may get to inflection point where you need to get on board or get out).
Won’t win every battle. Have meeting and ask everyone to explain person by person what is going on in department, so you have understanding of what was going on in institution as a whole. Inspire those below you – ask lots of open-ended questions and wait for responses and listen. Force them to answer. People above you – you don’t know the reasoning behind their decision – may be political, not in best interests of organization. If someone is not willing to grow with you – replace them. Look for disposition to learning in new hires. Every role deals with technology, learning new systems. How is review system organized? Build technology into review goals, such as learning to use systems or spending 1 hour/week learning.
Gamification & Learning
Presenters: Raymond Pun, Cal State Fresno; Stanislav Bogdanov, Adelphi University
“When we think of games, we think of fun. When we think of learning we think of work.” James Paul Gee
Gaming can equal learning – games allow players to learn by experiencing, without realizing that they’re learning. But making games is hard, costly
Gamification – use of game design elements and game mechanics in non-game contexts (e.g. lives, gaining or losing points for right or wrong answers)
Why gamify?
Research – BJ Fogg’s Behavior Model, Jane Mcgonigal, James Paul Gee
Fogg Behavior Model – make games not too easy, not too hard.
Games’ key positives:
Educational games examples
Learning by experience & providing just-in-time information if problems come up
Library games examples
Gamification Principles and Tips
Ingress – Google online game that allows them to get new information for Google Maps
“When we think of games, we think of fun. When we think of learning we think of work.” James Paul Gee
Gaming can equal learning – games allow players to learn by experiencing, without realizing that they’re learning. But making games is hard, costly
Gamification – use of game design elements and game mechanics in non-game contexts (e.g. lives, gaining or losing points for right or wrong answers)
Why gamify?
- Make library instruction more fun and engaging
- Drive participation or awareness
- Increase attention, interest, and improve overall user experience
Research – BJ Fogg’s Behavior Model, Jane Mcgonigal, James Paul Gee
Fogg Behavior Model – make games not too easy, not too hard.
Games’ key positives:
- Problem solving
- Meaning and bigger purpose
- Increase resilience to face challenges
- Empower learners
- Enhance understanding
Educational games examples
- Duolingo – app to learn languages. Well-ordered problems – break down learning into smaller chunks, building up to harder challenges
- NCLEX RN Mastery
- McDonald’s Training
- Medieval Swansea
- KnowRe (K-12, build custom map curriculum)
Learning by experience & providing just-in-time information if problems come up
Library games examples
- NYPL’s “Find the Future” – 500 games found 100 artifacts, worked in teams and wrote about them, published in book
- Adelphi Libraries’ “mobiLit” Treasure Hunt
- Digital Badges – for skill accomplishment, motivation to participate, motivation collaboration
- Promoting Games – International Games Day (ALA), Murder in the Stacks (research game)
- From UCLA to Library of Congress: Game Collecting Program (consoles)
- Making Games: The Tools – GameSalad, Construct 2, GameMaker, Stencyl
- Construct 2 – can expand if you know HTML and JavaScript
Gamification Principles and Tips
- Well-ordered problems – early problems are designed to lead players to form good guesses about how to proceed when they face harder problems later on in the game
- Pleasantly frustrating challenges – players feel the game is challenging but doable and their effort is paying off
- Just-in-time information – players do not need to read a manual to start
Ingress – Google online game that allows them to get new information for Google Maps
Tech Tools InfoBlitz
Presenters: Gretchen Rings, University of Chicago; Emily Clasper, Suffolk Cooperative Library System; Michelle Zaffino, In the Stacks; Philip Gunderson, San Diego Public Library
Oak Park Public Library launched a mobile hotspot lending program using mobile broadband wireless Internet, which connects your Wi-Fi enabled device to a 4G mobile high speed network. Small, portable, easy to use, connects up to 8 devices. Provided by Mobile Beacon (Device $45, service $10 per month, prepaid $120/year) and includes unlimited 4G. They work with TechSoup for Libraries (both are nonprofits). However, there is currently a lawsuit between Sprint and Mobile Beacon, so Oak Park Library has discontinued this lending program.
Emily Clasper, Suffolk Cooperative Library System (54 libraries) talked about project management. What tool should we use? It depends on: What problem do you need to solve? What do you need help with?
Oak Park Public Library launched a mobile hotspot lending program using mobile broadband wireless Internet, which connects your Wi-Fi enabled device to a 4G mobile high speed network. Small, portable, easy to use, connects up to 8 devices. Provided by Mobile Beacon (Device $45, service $10 per month, prepaid $120/year) and includes unlimited 4G. They work with TechSoup for Libraries (both are nonprofits). However, there is currently a lawsuit between Sprint and Mobile Beacon, so Oak Park Library has discontinued this lending program.
Emily Clasper, Suffolk Cooperative Library System (54 libraries) talked about project management. What tool should we use? It depends on: What problem do you need to solve? What do you need help with?
- Slack – https://slack.com – team communication, file sharing, “group chat on steroids”
- Asana – https://asana.com – task management, progress tracking, unicorns and hearts
- Trello – https://trello.com – task management, progress tracking
- Basecamp – https://basecamp.com – simple project management, basic planning tools
- Ganttic – https://ganttic.com – project planning, resource management and scheduling, task assignment (no task management)
- Smartsheet – https://smartsheet.com – project planning, fuller functionality but more expensive
- Gameplan – https://www.gameplanpro.com
- Mindmeister – https://www.mindmeister.com
Innovaton in Libraries
Presenters: David Lee King, Topeka & Shawnee County Public Library; Brian Pichman, Evolve Project; Rudy Leon, UNC Wilmington
To stay current on technology, one presenter attends consumer electronics shows – talks to exhibitors, talks about libraries. Asks: have you ever thought about working with libraries? They’re not aware of the cool things libraries are doing, and you discover things for libraries you might not have thought about.
Hang out with non-librarians and find out what innovative things they’re doing. Other conferences – Southwest Southwest, Maker Fair, search for technology fests
Examples of cool technology:
To get more information about privacy:
To stay current on technology, one presenter attends consumer electronics shows – talks to exhibitors, talks about libraries. Asks: have you ever thought about working with libraries? They’re not aware of the cool things libraries are doing, and you discover things for libraries you might not have thought about.
Hang out with non-librarians and find out what innovative things they’re doing. Other conferences – Southwest Southwest, Maker Fair, search for technology fests
Examples of cool technology:
- Wonderworks – blue robots, dragging and dropping commands and sequences.
- Ozobot – you draw and robot will trace what you draw. Drawing to create coding.
- Taylor Family Digital Library – has visualization wall for researchers (maps, watermarks, fiber of paper, large spreadsheets, data modeling. Also has digital globe that could be programmed and mapped (earth or other planets), with scanning station by maps with enormous screen (patrons could view maps, take copy with them).
- Meeting rooms with glass walls – could use windows as white boards. One college campus has an interactive wall.
- Use of Meet Up for promoting events. People can connect with each other outside of event.
- Tool (or garden tool) lending library
- Fix-It Fairs w/volunteer experts (e.g. fix own bicycle)
- Check out kit that includes things to let you try out activity (e.g. crocheting)
- People make things with Little Bits and other people buy them from storefront
To get more information about privacy:
- Library Freedom Project.org
- ALA – LITA interest group
- NISO working on Privacy Standards
- Talk to vendors.
- Learn more.
- Do privacy audit (databases, ILS, Wi-Fi).
- Teach classes.
- For open Wi-Fi networks: check Wire Shark (can allow see passwords). There are private VPN networks that encrypt
- Meet Up Pro: $15 per event per month. Can ask for donations. Friends in community can create account (free) for library to feed events into. You can create surveys to RSVP for program. You get their email addresses.
Trends in Tech & Biz
Presenter: Jean-Claude Monney, Microsoft
What can we learn from the technology and business?
Knowledge is the world’s most precious renewable resource
The world has become a giant knowledge network where knowledge discovery and collaboration are the best approach to solving complex problems
Managing knowledge is critical for companies and nations to build sustainable value creation
Knowledge Key Value Creation Drivers
- Sharing and reusing knowledge
- Productivity
- Readiness
- Knowledge Retention – need way to capture knowledge
Microsoft Knowledge Management Vision: instant, relevant knowledge in context
Strategy: Sharing and re-use of collection knowledge toward value creation
You can’t search for knowledge you don’t know exists.
We champion the knowledge so people can consume the knowledge.
Make it easy for people to find knowledge.
Book: Sketching User Experiences
Knowledge discovery approaches – search, browse, push, company network, company library, social network
Decision: knowledge relevancy & trust
Synchronous or asynchronous communication? Formal or informal?
Skype Translate - can serve as Web Translator, where one person can speak one language, the second person can speak a different language, and Skype will provide an immediate verbal translation.
By leveraging existing librarians’ core competencies and by embracing the digital shift, new roles for libraries and librarians are emerging to create value.
What can we learn from the technology and business?
Knowledge is the world’s most precious renewable resource
The world has become a giant knowledge network where knowledge discovery and collaboration are the best approach to solving complex problems
Managing knowledge is critical for companies and nations to build sustainable value creation
Knowledge Key Value Creation Drivers
- Sharing and reusing knowledge
- Productivity
- Readiness
- Knowledge Retention – need way to capture knowledge
Microsoft Knowledge Management Vision: instant, relevant knowledge in context
Strategy: Sharing and re-use of collection knowledge toward value creation
You can’t search for knowledge you don’t know exists.
We champion the knowledge so people can consume the knowledge.
Make it easy for people to find knowledge.
Book: Sketching User Experiences
Knowledge discovery approaches – search, browse, push, company network, company library, social network
Decision: knowledge relevancy & trust
Synchronous or asynchronous communication? Formal or informal?
Skype Translate - can serve as Web Translator, where one person can speak one language, the second person can speak a different language, and Skype will provide an immediate verbal translation.
By leveraging existing librarians’ core competencies and by embracing the digital shift, new roles for libraries and librarians are emerging to create value.
Recipe for IT – Librarians’ Collaboration
Presenters: Deb Hunt, Mechanics’ Institute and Scott Hargrove, Fraser Valley Regional Library
For librarians: learning to be a geek
Information security – a field that library professionals could work in.
The Library Director must set culture that supports both sides.
- Librarians know audiences – who they are, what they look for and how – we are great connectors
- We have expertise in building metadata schema and taxonomies
- Recognize the business value that finding information brings to an organization – we do what IT people do but call it something different
- Librarians can create IP policies that address copyright issues
- We have a big picture view
For librarians: learning to be a geek
- “I can do that”
- Let go of library stuff that no one else cares about
- Invest in yourself, adding certifications and education wherever you can
- Read a lot and attend free and paid webinars
- Spend time with IT folks, who will become your allies
- Call upon your network for help when needed.
- IT touches everything – for new projects, always ask first what the tech implications are and involve IT, rather than telling them halfway through the project or toward the end
- No such thing as a silver bullet. Things that seem simple aren’t necessarily so.
- Chains are only as strong as the weakest link – problem may be a part of the chain that IT can’t control.
- Rate of change is FAST
- Details matter – communication is key. Librarians and IT folk both have preference for introversion, but it’s critical to communicate. 90% of work for IT staff is up front, before the project goes to other staff.
- IT and policy – run policies past IT to make sure that the policy will work
- Money flow – don’t buy computers using one-time grants. Nothing lasts longer than 4-5 years, so computers will need to be replaced at that time.
- Social media is not IT. IT is series of highly specialized fields. Don’t ask IT staff to set up your Facebook page.
- 90% of IT is invisible to the average user, but it can still sink ships if the 90% is ignored.
- Ignore security at your peril – passwords known by more than one person can lead to fraud
- Redundancy, over-engineering and redundancy
- Get involved! Accept the black box – you don’t need to know everything about technology but be aware of basic information about it and how it affects you. Lots of areas of common ground.
How do IT people learn about libraries and vice versa? Library conferences, Webinars, blogs, etc. Include IT on planning committees. Communicate. Meetings/walks.
Information security – a field that library professionals could work in.
The Library Director must set culture that supports both sides.
European Libraries: Directions & Insights
The presenter: Erik Boekesteijn from DOKLAB (www.doklab.nl) in the Netherlands, showed pictures and videos taken at various libraries throughout Europe as part of the “Libraries Change Lives” campaign.
A couple of quotes that I liked describing libraries:
“The image of a jar, of a magic jar, in which people were about to find the eternal sweetness of stories. A friendly and unconventional place in which you could find good advice and an answer to existential questions.”
“Communal living room”
One program they have is free coding lessons for children, who bring their parents. The kids are having so much fun that they don’t realize how much they are learning.
A couple of quotes that I liked describing libraries:
“The image of a jar, of a magic jar, in which people were about to find the eternal sweetness of stories. A friendly and unconventional place in which you could find good advice and an answer to existential questions.”
“Communal living room”
One program they have is free coding lessons for children, who bring their parents. The kids are having so much fun that they don’t realize how much they are learning.
Innovation & Libraries
Presenters: Terry Beck & Christa Werle, Sno-Isle Libraries
They talked about idea management, also known as strategic innovation - aligning ideas with strategy.
In their project, all employees can participate.
Process:
Limitations – funding, skills
Communities need order to thrive and cooperate
Information Services Project, 2014
Reference statistics were down
Job descriptions were confusing
Staff and supervisors couldn’t differentiate positions
Staff were starting to work outside their job classification
Goal: make better use of our highly educated and trained librarian staff
• Librarians, not managers
• Desk schedules (librarians not on desk to answer basic questions)
• Outreach to schools
• Service to small business/entrepreneur community
• Build literate and economically sound communities
Their strategic plan is a one-page document.
But what do our customers want/expect? Customer survey – short, non-library language, avoid “you’re wonderful”, staff had to understand why & how, paper costly
Building heads and stakeholders – who’s on the list
Web link, community contacts, paper survey in libraries = 582 surveys
Web survey: patron priorities
1. Selecting a book to read
2. Finding information for a hobby
3. Learning to use different library resources
Community survey priorities – selecting books, finding resources, using technologies
Paper survey priorities: selecting books, personal research re health topics, academic level research, using lib resources
Other suggestions – collection, marketing, building, staffing
Staff roles
All staff - awareness of resources
Paraprofessional - introduce resources
Librarian - identify resources/instruct
Lead librarian - analyze/create
They talked about idea management, also known as strategic innovation - aligning ideas with strategy.
In their project, all employees can participate.
Process:
- Submit your idea – peer review – manager review (individual) or strategic review (group) – decision articulated (the why/why not & how are shared)
- Decision usually based on numbers. 98% staff participation. 28% of ideas utilized w/regular budget. People who support decision can be asked to implement it.
Findings – we can better support programming and facilities
- Examples: families, neighbors, caregivers can pick up holds after permission given
- Common core training
- Device charging kits
- Some ideas referred to other departments – Human Resources – or employees connected to appropriate department
Process allows adoption without having to wait for new FY budget.
Strategic innovation is simply doing something in a new or different way with intent.Limitations – funding, skills
Communities need order to thrive and cooperate
Information Services Project, 2014
Reference statistics were down
Job descriptions were confusing
Staff and supervisors couldn’t differentiate positions
Staff were starting to work outside their job classification
Goal: make better use of our highly educated and trained librarian staff
• Librarians, not managers
• Desk schedules (librarians not on desk to answer basic questions)
• Outreach to schools
• Service to small business/entrepreneur community
• Build literate and economically sound communities
Their strategic plan is a one-page document.
But what do our customers want/expect? Customer survey – short, non-library language, avoid “you’re wonderful”, staff had to understand why & how, paper costly
Building heads and stakeholders – who’s on the list
Web link, community contacts, paper survey in libraries = 582 surveys
Web survey: patron priorities
1. Selecting a book to read
2. Finding information for a hobby
3. Learning to use different library resources
Community survey priorities – selecting books, finding resources, using technologies
Paper survey priorities: selecting books, personal research re health topics, academic level research, using lib resources
Other suggestions – collection, marketing, building, staffing
Staff roles
All staff - awareness of resources
Paraprofessional - introduce resources
Librarian - identify resources/instruct
Lead librarian - analyze/create
Mobile Strategies Best Practices
Presenter: Tony Medrano, Boopsie
Adults spend 3 hrs/day on mobile devices – it's the primary method of Internet access for 51%
90% mobile device time spent in apps vs. browser
Apps – ease of access, more specialized, faster
How do different segments of your community use mobile devices?
Young adults 18-29 more likely to have only smart phone for Internet access
Larger % of Latinos & Blacks more heavily dependent on smart phone for Internet access than whites
Increase engagement w/your community by having the library as an icon on the patron’s desktop, with login information already there. Less is more – fewer clicks, doesn’t need to be everything to everybody.
Best practices – unique to community
Adults spend 3 hrs/day on mobile devices – it's the primary method of Internet access for 51%
90% mobile device time spent in apps vs. browser
Apps – ease of access, more specialized, faster
Young adults 18-29 more likely to have only smart phone for Internet access
Larger % of Latinos & Blacks more heavily dependent on smart phone for Internet access than whites
- Have scalable strategy for community outreach
- Make it easy for staff to implement and maintain
- Increase usage of expensive subscriptions
- Keep operating costs down
- Protect your library from how quickly technology changes
- Use and build your library’s brand in the community
- With library app, digital resource usage increases by 35%
Recommendations
- Establish broad goals re mobile
- Better reach?
- Increase circ?
- Increase engagement?
- Identify your target audience(s) and their need(s)
- Define your ROI expectations and continuously measure
Writing for the Web
Presenters: David Lee King, Topeka & Shawnee County Public Library, Rebecca Blakiston, University of Arizona Libraries, Elaine Meyer, Midwest Collaborative for Library Services
We’re not all writers. You have 8 seconds to grab people’s attention.
1. People – know our customers (we are writing for an audience). You can do so by checking Google Analytics, FB, YouTube analytics & insights. Talk to them informally, or through surveys & focus groups. What do they like? Include content they’re interested in.
Have a focus – look at strategic plan, choose your audience.
Know your staff, too – or train them.
Words are a product, a creation – remember that writing for library is not a personal creative outlet. Editing makes the product better.
Focus on the right things. Showcase product and customer benefit, not details. What do you want them to do? (Like the page, register for a program, etc.)
2. Process – titles! Front load the content. Include key words. Only use 5-6 words. Don’t get cute.
Use inverted pyramid style of writing – what you want your customer to do next and/or 5Ws in 1st paragraph. Important details next, other general background info last. Use images as much as possible, that match up with and complement content – especially in social media posts. Spell check and proofread. Re-use content.
Where to start? Google content audit – where all content is, who’s writing it, how often you’re doing it. Look at analytics – page views, time on page, bounce rate. Start w/more popular 10-20 pages. Have fun!
Online – people don’t read but skim, scan, select, browse before diving in, read a little at a time, mostly in short bursts, grab what they need and get on to their goal
Less is more – less content is easier to manage, more user-friendly, costs less to create. Helps avoid outdated content, broken links.
Planning your web content – needs to support key business objective or users in completing a task
Questions to ask: why am I creating this page? Who am I talking to? What is my main message? Does the user need it? What do I want the user to do after reading it? Every page must have a clear purpose.
Content accessibility for people with disabilities – links, buttons, form controls, images, etc. Recommended book: A Web for Everyone
We’re not all writers. You have 8 seconds to grab people’s attention.
1. People – know our customers (we are writing for an audience). You can do so by checking Google Analytics, FB, YouTube analytics & insights. Talk to them informally, or through surveys & focus groups. What do they like? Include content they’re interested in.
Have a focus – look at strategic plan, choose your audience.
Know your staff, too – or train them.
Words are a product, a creation – remember that writing for library is not a personal creative outlet. Editing makes the product better.
Focus on the right things. Showcase product and customer benefit, not details. What do you want them to do? (Like the page, register for a program, etc.)
2. Process – titles! Front load the content. Include key words. Only use 5-6 words. Don’t get cute.
Use inverted pyramid style of writing – what you want your customer to do next and/or 5Ws in 1st paragraph. Important details next, other general background info last. Use images as much as possible, that match up with and complement content – especially in social media posts. Spell check and proofread. Re-use content.
Where to start? Google content audit – where all content is, who’s writing it, how often you’re doing it. Look at analytics – page views, time on page, bounce rate. Start w/more popular 10-20 pages. Have fun!
- Write like you talk – try reading out loud. Relax and have fun with it.
- Use active voice.
- Pick nouns and verbs wisely.
- Define your voice and tone. (e.g. Reassuring but not paternalistic. Inspiring but not cheerlead-y. Fun but not cheeky. Academic but not highbrow.)
- Pick a succinct, meaningful title (might be link or dropdown menu). Avoid jargon.
- Keep sentences and paragraphs short (paragraphs no more than 3 sentences or 6 lines. Sentences no more than 25 words. A paragraph can be just a sentence.)
- Use headings to organize content
- Use the power of parallelism (e.g. same verb form/tense in list)
- Use tables for related content (e.g. prices for services). If (column 1) then (column 2)
- Use bulleted lists for items and options
- Use numbered lists for instructions or process
- But use instructions sparingly – avoid saying fill out the form below, to navigate this website, to use this webpage.
- Avoid other unnecessary phrases (in this article, in this blog post, on this web page)
- Focus on essential messages (know audience, define call(s) to action, only include content that meets both user and organizational goals, put key messages first)
- No one will ever complain that you’ve made things too simple to understand.
- Remove unnecessary adverbs (very large – huge)
- Remove redundant adjectives
- Simplify – make shorter
- Read these books – Letting go of the words, Everybody writes, On writing well, Stephen King on writing
Online – people don’t read but skim, scan, select, browse before diving in, read a little at a time, mostly in short bursts, grab what they need and get on to their goal
Less is more – less content is easier to manage, more user-friendly, costs less to create. Helps avoid outdated content, broken links.
Planning your web content – needs to support key business objective or users in completing a task
Questions to ask: why am I creating this page? Who am I talking to? What is my main message? Does the user need it? What do I want the user to do after reading it? Every page must have a clear purpose.
Content accessibility for people with disabilities – links, buttons, form controls, images, etc. Recommended book: A Web for Everyone
- Use descriptive link text (don’t say click here – instead, complete online reserve form)
- Human readable URLs
- Button labels – short and action-oriented. Avoid Go or OK – instead, Submit or Give Feedback
- Alert users of outside content (PDF, Word, etc. – try to use HTML)
- Contrast – so everything is clear
- Remember that some users have red/green color blindness
- Avoid using all caps
- Left-align text instead of justifying or centering
- Images – use text equivalents. Every image must have valid “alt” text.
- Avoid images that don’t convey information.
- User assistance (help) – group things so they make visual sense, follow common placement used by large websites (search box, help)
- Go back and check your work.
- Make sure every function on website can be done on keyboard.
Wednesday, October 28, 2015
Closing
Greg Lucas bailed on the closing event.
The key is embedding ourselves in our communities.
The assets of the library, is library as people, libraries as place and library as platform
"Not just dispensing information (we've lost that game)"
"Biggest challenge is funding"
When times are tough, public libraries are the first to go.
Libraries are viewed as nice to have but not need to have
Key is to integrate the library with other departments so that they champion the library.
I can understand how someone might think it's sad when librarians find it necessary to justify their profession to other librarians. I can't see that happening in the private sector. At real estate agent (or whatever) conventions do they sit around telling each other how important they are?
Leadership Lessons and Strategies
Own your mistakes
Key is to listen for the things that people aren't talking about.
When is it time to stop listening and to start acting?
When you have a new position you have 90 days to set a course for the way that things are going to change. If you wait to long things return to a state of normal, and you become part of the system. Too early and you don't have a full understanding of the situation.
Leader doesn't have to be the voice as much as create the voice.
Grabbin' em with tech
Beyond the Cloud
Is it possible to incorporate Google Hangouts into our work flow?
Truism is that what library staff knows and works with, is not the same as what the public are used to.
Brampton Library gave all employees headsets so that they can talk to anyone at any time. Brampton also gave all staff chromebooks to use at work and at home.
Google Sites?
In this case it replaced the intranet.
And then the second person never showed up.
Tech Tools InfoBlitz
Mobile Hotspots
Oak Park Public Library
*Chicago public and New York Public are doing it on a huge scale
Turned into a whole big ordeal, the FCC even got involved.
Mobile Beacon
10$ per month
Unlimited 4G data plan
A project of Techsoup
There's some legal issues. http://arstechnica.com/business/2015/10/nonprofit-groups-say-sprint-will-unfairly-throttle-data-after-wimax-shutdown/
Oak Park has an "experimental budget"
_________________________________________________________________________________
Project Management Tools
Slack
Team communication
Group chat on steroids
May reduce time lost due to meetings
| “Meetings are by definition a concession to a deficient organization. For one either meets or one works. One cannot do both at the same time.” -Peter F. Drucker http://www.entrepreneur.com/article/237484 | |
Asana
Task management
Progress tracking
Mobile app
"To do list"
Unicorns and Hearts
Trello
Task management
Visual layout
Progress tracking
Team communication
Similar to Asana
Basecamp
Basic planning tools
Simple project management
To-do list, (no task management)
Mobile app
Ganttic
Resource management and scheduling
Reporting and predicting
Smartsheet
Project planning
Project templates
More functional
Gameplan
Mindmeister
Mind maps
Streak.com
Boomerang
_________________________________________________________________________________
In The Stacks
http://conferences.infotoday.com/documents/223/B302_Zaffino.pptx
Librarian book recommendations
This PowerPoint is brutal. Here's someone to keep in mind when power pointing. The program will detect the monitor style, in our case widescreen. The program then changes the slide size to meet the widescreen shape. Problem is, that most places still use the normal 3x4 screen, or the projector projects in 3x4, like we have in celebration hall at vg. So then the slide show is in widescreen, but everything else is in 3x4 meaning there are blank spaces at the top and bottom of the screen, and the space isn't utilized correctly. In powerpoint, you can go into the design settings and tell PowerPoint to create the slides to fit 3x4.
Meanwhile the App is free.
Still in BETA
____________________________________________________________________
XSLT and XML
http://conferences.infotoday.com/documents/223/B302_Gunderson.pdf
(You can probably stop reading now)
Saxonica.com
Innovation in libraries
Taylor family library
Visualization wall
Digital globe
Use Windows as whiteboard. All Glass surfaces can be used as whiteboard. Intriguing. All of the windows in the study rooms could be used as whiteboards. Just have to make sure that permanent markers aren't used, though even then it seems like they should be able to be cleaned.
Dayton Ohio university interactive wall
This looks ridiculously cool
Use meetup to promote programs.
Automated service allowing people to rsvp and find out if it's cancelled, but attendees can also communicate with each other. Well use this for cultural arts nights, but perhaps also creating an online community of people participating in the SRP over the longer course of the event. This will require some R&D. Someone in the tech center look this up and report back.
You can also include surveys and post event surveys, you can have polls, and since you'll have their contact information you can follow up with them post-event.
You can collect money through meet-up. And it does allow for registration.
Arlington public library
Lit Up is the adult program track.
The meetup account costs money. Bummer.
Parts and Crafts, Summerville tool lending library.
Just what it sounds like, they lend tools.
Whatever.
Fix it fairs, pop up fix it fairs, you bring them your broken stuff and they help you fix it.
Garden tool, lending library. That might tie in with our green library adult programs.
It a thing.
Apparently there's a Littlebit storefront where people can build things out of the Littlebits and then people can come in and buy them. It's like Etsy but with less yarn.
Some libraries are setting up Tor Networks within their libraries.
Hmm it would make the system non-CIPA compliant, and some places block Tor traffic.
Libraryfreedomproject.org
Don't NOT know about computer privacy.
Even if it something as simple as Facebook privacy settings
Do a privacy/security audit
Wifi networks are generally rediculously wide open
Sniffer programs
Remind me to tell you about the plane's WiFi
Fayetteville public library
Nice website.
Trends in tech and biz
Digital Shift
It's about the mobility of the user experience, not the devices themselves.
How to we retain institutional knowledge with such job mobility.
"Instant relevant knowledge in context"
Sharing and reuse of knowledge toward value creation
Knowledge has a currency
Smart cities
Example where locations were connected to beacons so that they could be found by visually impaired, by the beacons emitting a signal that got transferred into sound. So you can find the bathroom by following a series of tones. Cool.
Showed a video about how Microsoft envisions the future. It's a lot of voice activation with a responsive computer. The computer had a high level of artificial intelligence. The future of user experience is like a super powered Siri or Google now.
Discovery and collaboration
Future is pushing knowledge in context. Requires a lot of tracking of individual likes and preferences. It's like a super powers version of auto correct, or how Google search completes the search for you.
CHECK THIS OUT
This is how Microsoft envisions the future, though so does google and apple.
Augmented Reality
Browser
I've been trying to figure out a way to implement AR in the library both for programming and way finding. For the time being out network data speeds prevent us from moving forward, but maybe in the future. http://www.redmondpie.com/browsar-for-iphone-and-ipad-takes-augmented-reality-and-your-facebook-profile-to-new-heights/
Skype translate
The video for the translation in real time over Skype was impressive and if you think about it could be pretty revolutionary. Duh.
"By leveraging existing librarians core competencies and by embracing the digital shift, new roles for libraries and librarians are emerging to create value."
Tuesday, October 27, 2015
Inspiration Architecture: the future of libraries
Presenter: Peter Morville, Semantic Studios
This was a theoretical but fascinating presentation.
Adding features to a website increases its value only up to certain inflection point. After that, adding features reduces value as the addesd complexity is not helpful.
Before carrying out a major project, planning, playing and practicing are important. Sometimes failure has lasting consequences. Process: Plan – think – build – do.
We need to make sure that our models are not too simple. Factors outside our ecosystem can affect us.
Architects know and concentrate on the critical few details that really matter. This is relevant in understanding the nature of information in systems. If you remove the keystone, the whole ecosystem collapses.
Classification is dangerous but not bad. Categories are cornerstones of cognition and culture. Different kinds of categories:
Don’t use radio buttons when check boxes are better. (Don't force patrons to choose only one option when they might wish to choose several.)
When attempting change: “The system always kicks back.”
Information architecture has changed – we need to look more closely and deeply at surrounding context. Ask right questions in right ways (ethnography) – look at users and stakeholders and a bicultural fit between two groups. Culture is like water to a fish - it's everywhere but not something it is aware of.
Elements: Artifacts – Espoused Values – Underlying Assumptions (unconscious – look at organization’s history). Need to map culture to understand what’s really going on. Double loop learning rare – people are open to changing actions based on feedback but resistant to changing their beliefs based on feedback
Have we passed the inflection point in the amount of information that’s available?
River daylighting (bringing buried rivers back to surface) results in less flooding, healthier & happier communities. The same is true for information – making the invisible visible.
Example: Redesign of 12-year-old website, studied as part of a connected library ecosystem. How do you do research – what techniques and tools do you use? Library as publisher, opportunity for us to do new research.
One patron reported: We’re in the middle of the library, which means we’re trying to be quiet. The librarian showed me how to do a few things, but I forgot them once I left. I would really like to learn how to do this; maybe I’m just a totally dumb user. (Opportunities: Website re-design, email follow up).
One thing that we all can do is map the system, then map the broader context, then share the map.
Information architects use nodes and links to create environments for understanding.
Aim for strength, utility and beauty – learn from past. Each step is a potential place that can be used in many ways over time. Organic simplicity – synthesis of form and function.
Libraries serve as keystone and bridges.
This was a theoretical but fascinating presentation.
Adding features to a website increases its value only up to certain inflection point. After that, adding features reduces value as the addesd complexity is not helpful.
Before carrying out a major project, planning, playing and practicing are important. Sometimes failure has lasting consequences. Process: Plan – think – build – do.
We need to make sure that our models are not too simple. Factors outside our ecosystem can affect us.
Architects know and concentrate on the critical few details that really matter. This is relevant in understanding the nature of information in systems. If you remove the keystone, the whole ecosystem collapses.
Classification is dangerous but not bad. Categories are cornerstones of cognition and culture. Different kinds of categories:
- Bounded set (you are either in or out)
- Centered set (whether you are in or out depends on the direction you're doing rather than your current location)
- Fuzzy set (less distinct boundary in vs. out)
Don’t use radio buttons when check boxes are better. (Don't force patrons to choose only one option when they might wish to choose several.)
When attempting change: “The system always kicks back.”
Information architecture has changed – we need to look more closely and deeply at surrounding context. Ask right questions in right ways (ethnography) – look at users and stakeholders and a bicultural fit between two groups. Culture is like water to a fish - it's everywhere but not something it is aware of.
Elements: Artifacts – Espoused Values – Underlying Assumptions (unconscious – look at organization’s history). Need to map culture to understand what’s really going on. Double loop learning rare – people are open to changing actions based on feedback but resistant to changing their beliefs based on feedback
Have we passed the inflection point in the amount of information that’s available?
River daylighting (bringing buried rivers back to surface) results in less flooding, healthier & happier communities. The same is true for information – making the invisible visible.
Example: Redesign of 12-year-old website, studied as part of a connected library ecosystem. How do you do research – what techniques and tools do you use? Library as publisher, opportunity for us to do new research.
One patron reported: We’re in the middle of the library, which means we’re trying to be quiet. The librarian showed me how to do a few things, but I forgot them once I left. I would really like to learn how to do this; maybe I’m just a totally dumb user. (Opportunities: Website re-design, email follow up).
One thing that we all can do is map the system, then map the broader context, then share the map.
Information architects use nodes and links to create environments for understanding.
Aim for strength, utility and beauty – learn from past. Each step is a potential place that can be used in many ways over time. Organic simplicity – synthesis of form and function.
Libraries serve as keystone and bridges.
Libraries & the New Education Ecosystem
Presenter: Lee Rainie, Pew Research Center
Pew is a “FactTank – news in the numbers” that tries to present information without doing advocacy
Previous findings – libraries.pewinternet.org
www.pewinternet.org/2015/09/15/libraries-at-the-crossroads
Most recent survey findings and the basis for their forthcoming report:
Slight decline in usage but vast enthusiasm for libraries embracing new roles
Went to library/bookmobile in past 12 months (patrons 16+) 46%
Used library website/app in past 12 months: 22% in 2015, 30% in 2013, 25% in 2012
Women more than men, under 65 more than seniors, parents more than non-parents
If library closed: 65% felt it would have a major impact on community (24% minor impact, 6% no impact). 32% felt it would have a major impact on me & my family (33% minor impact, 33% no impact)
Have public libraries done a good job keeping up with new technologies? 75% yes, 12% no, 12% don’t know.
How effective are libraries in promoting literacy and a love of reading? 36% effective, 42% somewhat effective (including digital literacy)
How much have libraries contributed to their communities?
Health information 36% a lot, 37% somewhat
Learn how to use technologies 31/39
Learn about local events and resources 29/39
Decide what info they can trust 24/41
Volunteer opportunities 24/39
Find jobs 19/29
What do people want us to do?
Should we move some print books & stacks to storage areasch to free up space for tech centers, reading rooms, meeting rooms, cultural events?
Definitely not 36% 2012 to 25% 2015
Maybe 39/40
Definitely do 20/30
85% feel that libraries should coordinate more closely w/schools, offer free early literacy programs to help young children prepare for school
78% feel that libraries should teach how to use digital tools
Patrons surveyed who felt it was important for people to make an effort to learn new things about specific subjects:
87% information related to their jobs
71% things happening in society
68% community
58% hobbies & interests
Learning as identity
72% think of selves as lifelong learner
61% like to gather as much info as can when come across something not familiar with
57% often find selves looking for new opportunities to grow as person
72% of adults are personal enrichment learners
Percentages who learn from other sources: Publications 56, meetings 32, convention/conference 31, course 25, online course 15
Why? Make life more interesting 78%, help others 64, extra time 58, extra income 36, held children/other kids school work 34%
65% of those employed are work-related learners
Reasons cited to learn: Maintain/improve job skills, license or certification for job, get raise/promotion, get new job, worried about losing job 55%/35/24/13/7
How well are pub libraries serving educational needs of all learners? 36% very well, 41% pretty well
How well are pub libraries serving the needs of your family? 34/36
Does your local library system offer these, as far as you know?
Ebooks & audiobooks – 60%
Online career related resources – 41
Online GED/high school equivalency classes – 29
Programs on starting a new business – 24
Online certification programs – 22
Many believe libraries should be pathways to economic opportunity
Should libraries have 3d printers & other digital tools – 45% definitely, 35% maybe
23% use the library to look for or apply for job – down from 36% in 2012
Patrons who believe libraries do something for special populations –
74% create services or programs for active military personnel and veterans
59% create services or programs for immigrants and first-generation Americans
Patrons who believe libraries should:
Teach patrons about protecting their privacy and security online – 76%
More comfortable spaces for reading, working and relaxing at library – 64%
Expectations/hopes for libraries and librarians in the future:
People: serve and learn
Librarians as tech experts, master teachers in age of lifelong learning, visionaries for knowledge economy & jobs it produces, experts in sense-making and context, curators of most relevant and useful materials, monitors of algorithms. Advocates for transparency
Place: reconfigured and repurposed. Physical space is different and sensored/metered. Artifacts are connected and data-rich. Nodes for system of systems with databases and media. Test beds – maker masters. Community information and media stewards – server farms.
Platform: community resource. Trusted institution and privacy watchdog. Advocates for free and open. Advocates for closing digital divides. Data and collection repositories. Entrepreneur enablers. Civic specialists and gap fillers – esp in learning realms. Credentialing?
Pew is a “FactTank – news in the numbers” that tries to present information without doing advocacy
Previous findings – libraries.pewinternet.org
- In an era of systemic declines in trust in major institutions, people still think libraries are very important, especially for communities
- People like and trust librarians
- People think libraries level the playing field for those without vast resources
- People think libraries provide services that are hard to get elsewhere
- People believe libraries have rebranded themselves as tech hubs
www.pewinternet.org/2015/09/15/libraries-at-the-crossroads
Most recent survey findings and the basis for their forthcoming report:
Slight decline in usage but vast enthusiasm for libraries embracing new roles
Went to library/bookmobile in past 12 months (patrons 16+) 46%
Used library website/app in past 12 months: 22% in 2015, 30% in 2013, 25% in 2012
Women more than men, under 65 more than seniors, parents more than non-parents
If library closed: 65% felt it would have a major impact on community (24% minor impact, 6% no impact). 32% felt it would have a major impact on me & my family (33% minor impact, 33% no impact)
Have public libraries done a good job keeping up with new technologies? 75% yes, 12% no, 12% don’t know.
How effective are libraries in promoting literacy and a love of reading? 36% effective, 42% somewhat effective (including digital literacy)
How much have libraries contributed to their communities?
Health information 36% a lot, 37% somewhat
Learn how to use technologies 31/39
Learn about local events and resources 29/39
Decide what info they can trust 24/41
Volunteer opportunities 24/39
Find jobs 19/29
What do people want us to do?
Should we move some print books & stacks to storage areasch to free up space for tech centers, reading rooms, meeting rooms, cultural events?
Definitely not 36% 2012 to 25% 2015
Maybe 39/40
Definitely do 20/30
85% feel that libraries should coordinate more closely w/schools, offer free early literacy programs to help young children prepare for school
78% feel that libraries should teach how to use digital tools
Patrons surveyed who felt it was important for people to make an effort to learn new things about specific subjects:
87% information related to their jobs
71% things happening in society
68% community
58% hobbies & interests
Learning as identity
72% think of selves as lifelong learner
61% like to gather as much info as can when come across something not familiar with
57% often find selves looking for new opportunities to grow as person
72% of adults are personal enrichment learners
Percentages who learn from other sources: Publications 56, meetings 32, convention/conference 31, course 25, online course 15
Why? Make life more interesting 78%, help others 64, extra time 58, extra income 36, held children/other kids school work 34%
65% of those employed are work-related learners
Reasons cited to learn: Maintain/improve job skills, license or certification for job, get raise/promotion, get new job, worried about losing job 55%/35/24/13/7
How well are pub libraries serving educational needs of all learners? 36% very well, 41% pretty well
How well are pub libraries serving the needs of your family? 34/36
Does your local library system offer these, as far as you know?
Ebooks & audiobooks – 60%
Online career related resources – 41
Online GED/high school equivalency classes – 29
Programs on starting a new business – 24
Online certification programs – 22
Many believe libraries should be pathways to economic opportunity
Should libraries have 3d printers & other digital tools – 45% definitely, 35% maybe
23% use the library to look for or apply for job – down from 36% in 2012
Patrons who believe libraries do something for special populations –
74% create services or programs for active military personnel and veterans
59% create services or programs for immigrants and first-generation Americans
Patrons who believe libraries should:
Teach patrons about protecting their privacy and security online – 76%
More comfortable spaces for reading, working and relaxing at library – 64%
Expectations/hopes for libraries and librarians in the future:
People: serve and learn
Librarians as tech experts, master teachers in age of lifelong learning, visionaries for knowledge economy & jobs it produces, experts in sense-making and context, curators of most relevant and useful materials, monitors of algorithms. Advocates for transparency
Place: reconfigured and repurposed. Physical space is different and sensored/metered. Artifacts are connected and data-rich. Nodes for system of systems with databases and media. Test beds – maker masters. Community information and media stewards – server farms.
Platform: community resource. Trusted institution and privacy watchdog. Advocates for free and open. Advocates for closing digital divides. Data and collection repositories. Entrepreneur enablers. Civic specialists and gap fillers – esp in learning realms. Credentialing?
Variations on Embedding Discovery
Presenter: Athena Hoeppner, University of Central Florida Libraries
Their catalog has a search box with multiple tabs representing different search options: Quick Search, Articles, Books/Catalog, Videos, Site Search
QuickSearch is used as default by many but disliked by many librarians
Articles Search used less but may produce better results
Books/catalog very popular w/librarians
Videos search is used little but has big impact on collection use
Site Search not serving users well, and tabs not good location for it
In the future, they will use OPAC analytics and usability testing to track the behavior flow of individual through different search systems and watch usage trends.
Their catalog has a search box with multiple tabs representing different search options: Quick Search, Articles, Books/Catalog, Videos, Site Search
QuickSearch is used as default by many but disliked by many librarians
Articles Search used less but may produce better results
Books/catalog very popular w/librarians
Videos search is used little but has big impact on collection use
Site Search not serving users well, and tabs not good location for it
In the future, they will use OPAC analytics and usability testing to track the behavior flow of individual through different search systems and watch usage trends.
Aligning Digital & Print Content: Editorial Content Calendars
Presenters: David Lee King & Diana Friend, Topeka & Shawnee County Public Library
At their library, many staff members are content creators
Print flyers are not kept at service desks but go out to targeted groups
They hand out business cards w/ Freegal info, etc., which are more likely to be kept
They mail library news to all county households, not just card holders.
Online, they have a biweekly eNewsletter. They opt-in patrons and they must opt-out.
Problem – no single place to go for content ideas. Duplication, extra work, stepping on each other’s toes, hit & miss approach to content, styles, talent.
Solution – they created a more comprehensive, unified content calendar for entire library. Everyone who creates content follows the calendar, not just their marketing dept. The calendar includes resources, services & events.
Versions:
1. A Basecamp list, with a list for posting something on FB on each day.
2. An Excel spreadsheet, which didn't work well for everyone
3. A shared Google calendar where different staff members are assigned to write on different days
They have some genre-driven blogs
They created a video on YouTube, a parody of a Taylor Swift song: CheckItOut Many community members got involved with the filming.
Plus/delta – what worked, what didn’t
Improved, unified content, leading to increased usage
Still working to make everyone aware of the Google calendar
Lots of meetings
Training was required on writing voice and style
They share information on FB, Instagram, Twitter, Library News, Website, eNews
Finished product – website, a custom Wordpress program calendar, social media
At their library, many staff members are content creators
Print flyers are not kept at service desks but go out to targeted groups
They hand out business cards w/ Freegal info, etc., which are more likely to be kept
They mail library news to all county households, not just card holders.
Online, they have a biweekly eNewsletter. They opt-in patrons and they must opt-out.
Problem – no single place to go for content ideas. Duplication, extra work, stepping on each other’s toes, hit & miss approach to content, styles, talent.
Solution – they created a more comprehensive, unified content calendar for entire library. Everyone who creates content follows the calendar, not just their marketing dept. The calendar includes resources, services & events.
Versions:
1. A Basecamp list, with a list for posting something on FB on each day.
2. An Excel spreadsheet, which didn't work well for everyone
3. A shared Google calendar where different staff members are assigned to write on different days
They have some genre-driven blogs
They created a video on YouTube, a parody of a Taylor Swift song: CheckItOut Many community members got involved with the filming.
Plus/delta – what worked, what didn’t
Improved, unified content, leading to increased usage
Still working to make everyone aware of the Google calendar
Lots of meetings
Training was required on writing voice and style
They share information on FB, Instagram, Twitter, Library News, Website, eNews
Finished product – website, a custom Wordpress program calendar, social media
Service Design for Better UX
Presenter: Joe Marquez, Web Services Librarian, Reed College
A service is intangible, co-created, contextual, exists in ecology, has purpose/function. Can only be experienced. Everything Is a service (including study areas). Need to eliminate barriers.
What are services and where do services happen? Website, desks, tables, library map, outside building
Library as tightly coupled system – interconnected in such a way that elements produce their own pattern of behavior over time. Relationship between structure and behavior.
One useful tool is to create avisual map of interaction from searching for item to CKO
Service design: holistic, co-creative, user-centered approach to understanding customer/user behavior for the creation or refining of services
Service design mindset: holistic, empathetic, focus on user needs and expectations, co-creative, confirming the evidence, open-minded, ability to make the intangible tangible, a willingness to evolve
Phases of service design:
Pre-work (tell everyone what you’re doing and not doing)
Observation
Understanding/thinking
Implementing
Maintenance and continuing feedback loop
Possible scenarios & patron expectations: librarian at desk should look up and make eye contact, assumption that every staff member is librarian
Patron observations (journals) – a lot of information: jammed electrical outlets, chairs do not work properly
Prototyping: used wardrobe box sideways to try out desk in different locations.
Blueprinting: everything that has to happen behind the scenes, process
What did we learn: patrons are creatures of habit, culture of library, hierarchy, library spaces are consecreated spaces, naming conventions, additional services, small repairs needed
What did we learn about process? Plan early, test often, get buy-in early, communicate about process (what doing & not doing), don’t be afraid to ask questions.
A service is intangible, co-created, contextual, exists in ecology, has purpose/function. Can only be experienced. Everything Is a service (including study areas). Need to eliminate barriers.
What are services and where do services happen? Website, desks, tables, library map, outside building
Library as tightly coupled system – interconnected in such a way that elements produce their own pattern of behavior over time. Relationship between structure and behavior.
One useful tool is to create avisual map of interaction from searching for item to CKO
Service design: holistic, co-creative, user-centered approach to understanding customer/user behavior for the creation or refining of services
Service design mindset: holistic, empathetic, focus on user needs and expectations, co-creative, confirming the evidence, open-minded, ability to make the intangible tangible, a willingness to evolve
Phases of service design:
Pre-work (tell everyone what you’re doing and not doing)
Observation
Understanding/thinking
Implementing
Maintenance and continuing feedback loop
Possible scenarios & patron expectations: librarian at desk should look up and make eye contact, assumption that every staff member is librarian
Patron observations (journals) – a lot of information: jammed electrical outlets, chairs do not work properly
Prototyping: used wardrobe box sideways to try out desk in different locations.
Blueprinting: everything that has to happen behind the scenes, process
What did we learn: patrons are creatures of habit, culture of library, hierarchy, library spaces are consecreated spaces, naming conventions, additional services, small repairs needed
What did we learn about process? Plan early, test often, get buy-in early, communicate about process (what doing & not doing), don’t be afraid to ask questions.
Search Results are the New Black
Presenter: Deidre Costello, EBSCO
She compared search habits of students, doctors and public library patrons.
Student search to: find overview, narrow down topic, find citable sources
Students feel fix of positive & negative emotions (pressure to get good grade)
Doctors search to: confirm what they already know, find a treatment direction, find trustworthy sources
Doctors feel pressed for time, confident in their own knowledge, seeking reassurance
Public library patrons search to: find a specific book, research a big-ticket purchase, support their work
Public library patrons feel: relaxed, focused, sense of community & ownership
What influences users’ behaviors when searching? Competing priorities, “eye byte culture”, “skimming and scanning”
How are users interacting with Google?
1. I trust it. They look at first 3 results, then change search terms.
2. I get it. Snippets with search terms bolded are read, valued.
3. I’m the judge. Judging validity of source by URL (.gov, .edu, .com)
Students: scanning for search terms, learning (pulling related terms)
Doctors: looking for trusted sources (e.g. Mayo Clinic), validating known information
Public library patrons: judging by URL, seeing what others are asking (Google search results, at bottom of page)
So what does this mean for library resources?
Students; Google is pre-research. They use same search terms in the library database search box. They are scanning for secondary buzzwords to form a constellation (better understanding). Search results snippets are a struggle to interpret. Source info doesn’t provide clues.
Doctors: Navigate to known resources, scan for known quantities. They don’t associate library with online access and are frustrated by logging in.
Public library patrons: known-item searches. Perception that library = books. Less incentive to persevere.
Evolution of a researcher: the turning point is when his/her motivation changes from external to internal.
Takeaways.
- Google is hugely influential.
- The way users read online is changing.
- Search results have evolved from a portal to a destination.
- Users are porting habits they form on the open web…
- …But the experience isn’t as seamless as they expect.
She compared search habits of students, doctors and public library patrons.
Student search to: find overview, narrow down topic, find citable sources
Students feel fix of positive & negative emotions (pressure to get good grade)
Doctors search to: confirm what they already know, find a treatment direction, find trustworthy sources
Doctors feel pressed for time, confident in their own knowledge, seeking reassurance
Public library patrons search to: find a specific book, research a big-ticket purchase, support their work
Public library patrons feel: relaxed, focused, sense of community & ownership
What influences users’ behaviors when searching? Competing priorities, “eye byte culture”, “skimming and scanning”
How are users interacting with Google?
1. I trust it. They look at first 3 results, then change search terms.
2. I get it. Snippets with search terms bolded are read, valued.
3. I’m the judge. Judging validity of source by URL (.gov, .edu, .com)
Students: scanning for search terms, learning (pulling related terms)
Doctors: looking for trusted sources (e.g. Mayo Clinic), validating known information
Public library patrons: judging by URL, seeing what others are asking (Google search results, at bottom of page)
So what does this mean for library resources?
Students; Google is pre-research. They use same search terms in the library database search box. They are scanning for secondary buzzwords to form a constellation (better understanding). Search results snippets are a struggle to interpret. Source info doesn’t provide clues.
Doctors: Navigate to known resources, scan for known quantities. They don’t associate library with online access and are frustrated by logging in.
Public library patrons: known-item searches. Perception that library = books. Less incentive to persevere.
Evolution of a researcher: the turning point is when his/her motivation changes from external to internal.
Takeaways.
- Google is hugely influential.
- The way users read online is changing.
- Search results have evolved from a portal to a destination.
- Users are porting habits they form on the open web…
- …But the experience isn’t as seamless as they expect.
Tips from a Librarian Turned Ad Man!
Presenter: Trey Gordner, Koios
Advertise – goals to inform, convince, prepare. What is keeping patrons from using the library? They may believe there is a limited selection (whether true or not) or not know what’s available
What is advertising? The action of calling something to the attention of the public, especially (but not exclusively) by paid announcements
Purpose of advertising: present information, increase demand, differentiate a product (prove that you’re better than other available options)
First comes marketing – define message, audience. What are you trying to say? Who are you trying to reach? What makes visiting the library different than bookstore, Amazon.com? (The library has personal advice from experts.) Define your audience – e.g. adults who are also hobby gardeners, teens who like Anime, etc.
Then comes advertising – location (where will you find people, physical & digital), medium
Constraints: tact, size (big enough audience for program?), proximity, cost
Outcomes: awareness, knowledge, liking, preference, conviction, purchase, loyalty
Set goals: attendance, web traffic, checkouts? Number or percentage
Measure what you’re trying to accomplish. Control for other factors.
Get creative: best ads come from personal experience, as jokes. Avoid creating ads by committee. Crowdsource (patrons who have accomplished something through library), create value, find your talent
Advertising in sum:
1. Pick message, audience
2. Brainstorm best ways to reach them
3. Establish goals and ways to measure
4. Get creative
5. Launch
6. Assess
Advertise – goals to inform, convince, prepare. What is keeping patrons from using the library? They may believe there is a limited selection (whether true or not) or not know what’s available
What is advertising? The action of calling something to the attention of the public, especially (but not exclusively) by paid announcements
Purpose of advertising: present information, increase demand, differentiate a product (prove that you’re better than other available options)
First comes marketing – define message, audience. What are you trying to say? Who are you trying to reach? What makes visiting the library different than bookstore, Amazon.com? (The library has personal advice from experts.) Define your audience – e.g. adults who are also hobby gardeners, teens who like Anime, etc.
Then comes advertising – location (where will you find people, physical & digital), medium
Constraints: tact, size (big enough audience for program?), proximity, cost
Outcomes: awareness, knowledge, liking, preference, conviction, purchase, loyalty
Set goals: attendance, web traffic, checkouts? Number or percentage
Measure what you’re trying to accomplish. Control for other factors.
Get creative: best ads come from personal experience, as jokes. Avoid creating ads by committee. Crowdsource (patrons who have accomplished something through library), create value, find your talent
Advertising in sum:
1. Pick message, audience
2. Brainstorm best ways to reach them
3. Establish goals and ways to measure
4. Get creative
5. Launch
6. Assess
Super Searcher Tips & Tools
Presenter: Mary Ellen Bates, Bates Information Services, Inc.
Images
Tineye.com – find any version of image, sort results by oldest, first live link is probably the original
Google images “related images”
Bing “Image Match” Is anyone using our photos? Is this person’s profile legit?
Bing’s Images Search - Scroll down for bars to People interested in…also searched for Refine your search for… Collections for…Pinterest, etc.
Different search results when using different search terms
Uber market strategy, vs. What is Uber’s market strategy vs. Uber “market strategy”.
Try not only different words but different levels of sophistication.
Word order still matters – different results with different word order.
Limits
Bing: Look for databases: [topic] database OR “data set”
Bing only: contains:mp3, contains:xls
Limit searches to gov sites – include site:.gov in search string
Google Trends – where does the org have mind-share? How does it compare to competitors? How has that changed over time? Google.com/trends. Provides visual of frequency of search term use, broken down by country.
Filtering tools – MS Academic – academic.research.microsoft.com – not comprehensive for articles but check left side for filtering options to see top authors, journals, organizations, keywords
Glean insight from web sites – Where did their execs come from? Internal promotion? Outside the industry? (check bios) How can you contact the org? Product options
Find Tweets w/links to URL (even if w/in shortened URL) – www.epa.gov “climate change”
SocialMention.com – social media aggregator. Can track sentiment, passion, reach – monitor this over time for your employer.
LinkedIn insights from job listings – advanced search, keywords, location, job function, experience level
Slides can be found at: BatesInfo.com/extras
Images
Tineye.com – find any version of image, sort results by oldest, first live link is probably the original
Google images “related images”
Bing “Image Match” Is anyone using our photos? Is this person’s profile legit?
Bing’s Images Search - Scroll down for bars to People interested in…also searched for Refine your search for… Collections for…Pinterest, etc.
Different search results when using different search terms
Uber market strategy, vs. What is Uber’s market strategy vs. Uber “market strategy”.
Try not only different words but different levels of sophistication.
Word order still matters – different results with different word order.
Limits
Bing: Look for databases: [topic] database OR “data set”
Bing only: contains:mp3, contains:xls
Limit searches to gov sites – include site:.gov in search string
Google Trends – where does the org have mind-share? How does it compare to competitors? How has that changed over time? Google.com/trends. Provides visual of frequency of search term use, broken down by country.
Filtering tools – MS Academic – academic.research.microsoft.com – not comprehensive for articles but check left side for filtering options to see top authors, journals, organizations, keywords
Glean insight from web sites – Where did their execs come from? Internal promotion? Outside the industry? (check bios) How can you contact the org? Product options
Find Tweets w/links to URL (even if w/in shortened URL) – www.epa.gov “climate change”
SocialMention.com – social media aggregator. Can track sentiment, passion, reach – monitor this over time for your employer.
LinkedIn insights from job listings – advanced search, keywords, location, job function, experience level
Slides can be found at: BatesInfo.com/extras
Raising the innovation bar for services & librarians
The PowerPoint list on the slide right now is numbered 1,2,2,2.
This escalator is a witch
This escalator has been moving in the opposite direction I want to go, every single time, no matter if I'm going up or down the stairs. How is that possible?
Mobile strategies best practices
This may just be a big commercial for Boopsie, hopefully not. I did get a free pen though.
Recommendations
Establish broad goals
Identify target audience
Define ROI expectations
This lady in the audience is getting snarky with the Boopsie rep. So that happened.
It was.
Writing for the web
The second half of this article is very important for anyone looking over the library website for possible revisions. We'll find that there are numerous places and ways that we are writing incorrectly for the web and that through this lens there are numerous UX errors.
In our case, considering that a big reason for the website upgrade is to make it mobile friendly, we may want to shift how we write in order to embrace brevity.
I turned toward Don and said, we have so many things to change, he just nodded his head in that way that he does.
Librarians:
We're not writers
We over explain
Go into too much detail
8 seconds to grab a reader's attention
PEOPLE
Know your customers
Take advantage of google analytics
Have a focus (audience)
Write to them
PRODUCT
Posts or webpages are products
Focus on the right things
Showcase the product and the customer benefit, then what action is taken
PROCESS
Titles are important
Front load the content
Don't be cutesy
Keywords
Use only 5-6 words
Most newsworthy info, then details, then background info
Use images as much as possible.
Must match content
Re-use content. It's ok to use the same content in multiple places
---------------------
Write like you talk.
How does it sound when read out loud
More relatable
Easier to understand
Casual language
Write like you were speaking to the patron
Stephen King hates the passive voice.
Use active voice.
Change "customer" or "patron" to "you"
TONE
Reassuring but not paternalistic. Inspiring but not cheerleady, fun but not cheeky. Academic but not highbrow.
Keep sentences and paragraphs short, no more than 3 sentences or 6 lines
Sentences no more than 25 words
Embrace parallelism
Use tables for related content.
Use bulleted lists for items and options
White space is good
Numbered lists for instructions
BUT use instructions sparingly
Remove unnecessary adverbs
Remove redundant adjectives
Simplify
--------------------------------------
Online people don't read they skim.
Web content is useless unless it supports a key objective or helps the user complete a task.
Use descriptive link text
Never use "click here"
Avoid using all caps
Left align text
Stay away from images that don't convey information
Recipe for IT-librarians collaboration
2nd presentation talking about the Eploratorium. Remind me to Google it.
The 2nd half of this presentation should be attended by all librarians.
Learning to be a geek
Let go of the library stuff no one else cares about
Spend time with IT folks
Librarianskillbook.com
Sam is the oil to Don and my vinegar.
IT Touches everything. (gross)
Don't tell IT because then they won't let you do it, just let them know about half way through.
Even though things seem simple not the outside, they are incredibly complex on the inside.
In IT you're not judged by what you know, but by how quickly you can learn.
Details matter
90% of the work is done up front, before the project building begins
Computers are not a capital expense.
If you're budgeting for IT add up all the equipment, the software, decide by 4 and that's how much you should budget for.
Computers only last for 4 years.
THE ABOVE IS SOMETHING TO KEEP IN MIND REGARDING GRANT PROPOSALS
Social media is NOT IT.
IT is a highly specialized set of fields.
90% of IT is invisible
Ignore security at your peril
Most fraud comes through the IT department.
Spend your capital up front. Cheaper and better to do it right first rat here than have to upgrade in a year.
IT should be a part of all planning committees. This is especially relevant to our organization at this period of time.
Inspiration architecture: the future of libraries
Changing culture is very difficult even when you have leadership backing
Hard to shift a culture toward simplicity when the organization has rewarded adding features
"It's all fun and games til someone gets a larval brain cyst". So true, so true.
He mentioned this book. http://www.amazon.com/Healing-Back-Pain-Mind-Body-Connection/dp/0446392308. http://ayurvedavignan.in/freeEbooks/Healing%20Back%20Pain.pdf. Now I've got something to read on the airplane.
This presentation is very theoretical but he's talking about bounded sets versus centered sets. It originally was devised in a religious context by a missionary, but even removed from the religious context it still has relevance. I find the concept extremely interesting. http://redeeminggod.com/bounded-sets-centered-sets/
This one was very good, but hard to verbalized simply and concisely. At least for me. Don's notes are better. One of the best bits, don't use radio buttons, use check boxes. It's not either or, it can be this and this and this.
Libraries and the new education ecosystem
What we know:
Despite Systemic decline in trust of major institutions, People still think libraries are important
People still like nurses, firefighters and librarians
Libraries.pewinternet.com
Libraries level the playing field
Provide services hard to get
Have rebranded as tech hubs
Did big national survey, take advantage of the data, it's on the link above.
Libraries at the crossroads:
Dip in the usage of libraries including website and app usage
However enthusiasm in libraries providing new services
Then there was a cat photo, lots of cat photo jokes this conference
People under 65 are more likely to use libraries and digital services, mostly parents of minor children, mostly moms
If the library closed majority of people thought it would negatively affect community, but individuals are split if it would negatively affect them personally
"Upscale" population has other options and would move on
Don's typing like a machine next to me, I can't keep up.
Job skills related library usage has subsided a bit, data shows that people don't recognize libraries as providing this service.
30 percent of people think libraries should move books out of the way to make more public space. A chess board takes up a lot of space.
85% believe libraries should provide free early literacy programs.
78% think libraries should teach how to use digital tools
Another cat photo
I'm looking over at Don's notes and wondering why I'm even bothering. If you want the detailed stats from this Pew research study check out his blog.
65% of the 72% of people who defined themselves as library users are employed work related learners. 55% of those use libraries to improve their job skills. Implication is that 100% think that tech classes are the greatest thing since sliced bread and that tech instructors are the true heros of the planet and should have regular parades for them and giant monuments. Or maybe he didn't say that.
Always have to think about how we sell ourselves politically.
52% said create services or programs for local businesses
45% said libraries should buy the public 3D printers
74% said programs for veterans
According to speaker, veterans always get high response rates
59% said programs for immigrants or first generation
Another cat photo
76% want programs about protecting privacy, especially in the world of the Internet of things
BTW, your credit card data has already been stolen
64% want more comfortable space for reading, working, relaxing. Sleeping was not included in the survey.
Librarians should be
Tech experts
Master teachers in lifelong learning
Visionaries for the knowledge economy and the jobs it produces
Experts in sense making and context
Curators of the most relevant and useful material
Monitors of algorithms
Who is fact checking Big Data?
Another cat photo
Speaker finished exactly on time. Pretty impressive.
Monday, October 26, 2015
Not just services
One thing that I really like about this conference is that its not just about new service models and programs and an evolution or revolution of those, but there's and undercurrent of evolving and a revolution of library staff mentality. It's one thing to change what librarians provide its another thing to change who and what librarians are. That excites me. Some day I'd love to hear what an organization like Google or Disney would come in and do. Hopefully it'd involve ping pong tables.
How to correctly pronounce GIF
Since I've heard it mispronounced twice today
You'll find some site that disagree, but they're wrong. They're just wrong.
Crazy About STEM
Quote of the session. "After WWII we found German scientific documents in briefcases". Shocking, I know.
My suspicion is that this is going to be the ugliest ppt ever. I haven't peeked but...
Oh, wow, this PowerPoint is brutal. Three slides in and there are so many ppt rules broken. I'm seriously going to use this in my tech class. I do love a ppt that uses a strike through for any errors/changes rather than just changing the slide. Classic.
Anyway it's all a bunch of links. The links don't look too bad. Except, lots of Roswell, Area 51 sites, all being promoted from someone in the department of defense. Don't even get me started. She's doing a whole big thing on the book The Day After Roswell. I don't think she read it. I read it, I quite enjoyed it. I really don't think she read it. Really.
But take a look at the ppt.
Social Media Analytics & Management
As a joke the speaker is calling his marketing director, who is speaking in a different room, this is hilarious. As in, not really. Moving on.
Things that are measured
Activity metrics
How many posts etc.
To show what staff is doing, where.
Audience metrics
How many followers
Shows growth over time. Used the same as door count or reference desk statistics.
Engagement metrics
Retweets, comments and the like
Proves that customers are interacting with a service area.
Referral Metrics
Going from social media to the library's website, clickthroughs
ROI
Is posting causing more library services to be used?
Determining which platform to use depends on demographics, age, gender, geography.
Social media is a good way around content management based websites that are locked down and can't be edited or changed.
You are not going to get any kids to follow a library. Anywhere.
Facebook
Instagram
Periscope
Twitter
Tumblr
Vine
LinkedIn
Snapchat
Yikyak
Build a team
Find people who use and like so
Collaborate with people already in place
Recruit from different library departments
Create a posting schedule
Consider issues of workflow
STAFF NEEDS TIME TO PUT MATERIAL TOGETHER!!!!!!!!!!
To lead you must follow, follow everybody cool in your community.
Develope a unique authorial voice and stick to it. The larger the group the more difficult this will be
Figure out the ideal number of posts to create per day
All posts should be timely, relevant, well constructed and engaging
Find the magic mix of content, promotional, educational and entertaining.
Monitor incoming notifications
Exact to success and failure by staying nimble and changing strategy
Twitter tips
Work the tags
Don't forget your @s
Include images whenever possible
Use the built in analytics
Goodreads = "mostly nobody cares"
Buffer instead of hootsuite.
This guy is passing around a bag of gummy candy throughout the auditorium, it's just going from person to person. Pretty communal and impressive to see. Gummy candy, gross.
Service Design for Better UX
To be honest the PowerPoint isn't super full of resources and is very academic.
Here is the most important part
Patrons don't know the organizational chart, they assume that everyone is a librarian.
Ok, so that means patrons have certain expectations which the library isn't designed to meet, but patrons think they're just being ignored. I can think of examples of this within our organization.
A lot of these slides have footnotes or citation. IMHO he's doing PowerPoint wrong. 16 minutes in and we've discovered that service is holistic.
Service design mindset
Holistic
Empathetic
Focus on user needs and expectations
Cocreative
Confirming the evidence
Open minded no devils advocate
Ability to make the intangible tangible
Willingness to evolve
Phases of service design
Pre-work
Tell everyone what you're doing and what you're not doing
Get official blessing
Observation
Understanding / Thinking
Not focus group, focus group implies that there is a solution and you're just looking at the reaction
Co create solutions
Implementing
What does success look like
Maintenance and continuing feedback loop
You know those scenes in tv shows or cartoons where they have the marketing exec trying to sound smart by using jargon and selling synergy, but in reality it's just nonsense or obvious. I'm there right now. The audience is not buying this IDEO stuff.
Patrons don't know the organizational chart, they assume that everyone is a librarian.
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