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.
Hmm, shame there was not more practical advice on how to implement this type of service. I feel as library professionals, we don't so much need convincing of providing better customer service (we like happy patrons!), but rather practical options on how to provide it.
ReplyDelete"Patrons don't know the organizational chart, they assume that everyone is a librarian." ---I agree and have also witnessed first hand when patrons have to move from one desk to the next to find the correct person to help them. Can be irritating at times to a patron. It would be great to find real ways to improve and streamline this process.
I concur - the public doesn't care what our titles are, they are looking for great service. I think what is critical is the human touch - they are looking for smiles, active listening, and someone who can make them feel like their need, feelings are top priority.
ReplyDeleteI'm interested in hearing more about the "no focus groups", communal solutions? Was the presenter proposing a bunch people saying what they would the library systems to provide?
Could be cool - at the same time I could see some difficult situations arise. We did a kids program for our "Portal to the Future" brainstorming with kids about what they wanted for their library in the future - a pool, ice cream. Sounds nice, but not exactly our arena.
His comment about focus groups is that at that point you've already come to some sort of conclusion. It was essentially promoting that IDEO idea, where you just sit around yelling out ideas, but not necessarily recognizing the difference between good ideas and bad ideas. Just because it's an idea, doesn't necessarily mean that it's not open to judgement.
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