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Prepared for library board presentation 5/07
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TRANSFORMING LIBRARIES FOR THE 21ST CENTURY
Prepared and presented by:Carolyn Rawles-Heiser, Curtis
Kiefer, Mary Norman and Teresa Landers
NEW REALITIES: USER EXPERIENCES
RECENT STUDIES SHOW USERS ARE HAVING AN EXPERIENCE
WHICH IS…
• UNCOMFORTABLE
• UNENJOYABLE
• UNSUCCESSFUL
NEW REALITIES: CHANGE
• Libraries are changing rapidly
• Product is no longer content but experience
• Spaces must conform to new uses
WHAT LIBRARIES NEED TO BE
• A welcoming environment
• Presentation
• Style
• Ambience
WHAT LIBRARIES NEED TO BE
• A physical and virtual destination
WHAT LIBRARIES NEED TO BE
• The community living room
WHAT LIBRARIES NEED TO BE
• Supportive of self sufficiency
WHAT LIBRARIES NEED TO BE
• A place where people can co-exist as they are
ACTION STEPS
• Find out how customers use our facilities
Change our approach! Do not expect customers to change.
ACTION STEPS
• Find out what customers want• Reach out to all demographics• Reach out to current non-users
Change our approach! Do not expect customers to change.
ACTION STEPS
• Identify our core functions
• Identify our new “niche” unique to our community
Change our approach! Do not expect customers to change.
SECOND PHASE ACTION STEPS
Incorporate all of the above into our
VISION, MISSION & GOALS
• Evaluate and redefine customer service for our library and train staff in that new reality
SECOND PHASE ACTION STEPS
Incorporate all of the above into our
VISION, MISSION & GOALS
• Redesign our spaces
SECOND PHASE ACTION STEPS
Incorporate all of the above into our
VISION, MISSION & GOALS
• Consistent branding and marketing of our new identity
WHAT DOES THIS MEAN FOR THE LIBRARY BOARD?
• Recognize the need for this transformation
• Stay informed• Ask staff when you don’t understand• Attend conferences, workshops, etc. • Encourage dialogue
WHAT DOES THIS MEAN FOR THE LIBRARY BOARD?
• Support staff efforts in making these changes
• Set board goals that facilitate this transformation