1. joan@jfwilliams.com Joan Frye Williams www.jfwilliams.com April 2008
Leave the Stereotypes Behind: New Tools for Shaping the Library Experience
Joan Frye Williams
April 2008

2. What’s Behind the Stereotypes?
What’s Behind the Stereotypes?

3. Who Are Your “Civilians”?
Who Are Your “Civilians”? 3

4.
How We See Civilians

5. How They See Themselves
How They See Themselves

6. Civilian Reality Information everywhere Ideas economy
Civilian Reality
Information everywhere
Ideas economy
Decline of deference
Preference for personalization
Time pressure

7.
Stereotype: Detailed Rules, Procedures, and Standards Ensure Excellent Service 7

8. Civilian Perspective: Do These People Really Want Me Here?
Civilian Perspective: Do These People Really Want Me Here?

9. Strong Sense of Arrival
Strong Sense of Arrival

10. Inspiring Destinations
Inspiring Destinations
Cleanliness
Hospitality
Views
Natural light
Improvisation
Better than home
Source of pride

11. “Green” Buildings and Practices
“Green” Buildings and Practices

12. Zoning by User Activity
Zoning by User Activity

13.
Youth-Savvy Staff

14. OK, Within Reason… Talking Food and drink Shared computers Gaming
OK, Within Reason…
Talking
Food and drink
Shared computers
Gaming
Cell phones

15. What Advice Would You Give the Library?
What Advice Would You Give the Library?
“Be more pleasant to people”
“Make the atmosphere…
not so clinical”
“Relax a bit on the
restrictions”
“Lighten up!”
“Stop making it feel so much like church!”

16. Hospitality Insurance
Hospitality Insurance
Minimal gate-keeping
Fewer, simpler rules
Presumption of innocence 16

17. Service Isn’t About Winning Arguments
Service Isn’t About Winning Arguments 17

18. Make Something Happen!

19. Stereotype: If We Shelve It, They Will Come
Stereotype: If We Shelve It, They Will Come

20. Civilian Perspective: Do They Have Anything I Want?
Civilian Perspective: Do They Have Anything I Want?

21. Demand-Based Resource Allocation
Demand-Based Resource Allocation

22. Emphasis on Abundance Mid-list fiction Fast, convenient delivery
Emphasis on Abundance
Mid-list fiction
Fast, convenient delivery
Minimal rationing
Appeal factor 22

23. Leveraging the Books Brand
Leveraging the Books Brand
Benefits of reading
Reading lifestyle
Support for authors
Ties to/from other media
All staff recommend books

24. Plenty of Programs/Classes
Plenty of Programs/Classes

25. Tie-Ins with Local Arts Events
Tie-Ins with Local Arts Events

26. Make Something Happen!

27.
Stereotype: “Patrons” Aren’t Capable of Finding Good Things on Their Own

28. Civilian Perspective: Why Do They Call It “Cookery”?

29. Browsable Multimedia Information Neighborhoods
Browsable Multimedia Information Neighborhoods

30. Consistent Terminology
Consistent Terminology
Magazines
Periodicals
Journals
Serials
Periodical literature
Current periodicals
Back issues
Bound journals

31.
Engines, Not OPACs

32. Recombinable Resources
Recombinable Resources
Mainstream data formats
Easy import/export/snip
Digitized materials
Institutional and civilian-defined tags

33. Make Something Happen!

34. Stereotype: One-on-One Service Is Our Most Valuable Product
Stereotype: One-on-One Service Is Our Most Valuable Product

35. Civilian Perspective: Will I Succeed Here?
Civilian Perspective: Will I Succeed Here?

36. Simplified Wayfinding
Simplified Wayfinding
Less clutter
Consolidated desks
Situational signage
Virtual tours
Prepackaged tips,
shortcuts, FAQs

37. Self-Directed Service
Self-Directed Service

38. Support for Different Learning Styles
Support for Different Learning Styles
Individual, Pair,
Group
Print, Media
Quiet, Lively
Traditional, Kinetic, Interactive

39.
Zone Staffing
Staff are responsible for the overall environment and for the civilians’ successful experience, not just for specific transactions
Everyone assists with basic civilian tasks
“Hip to hip” service

40.
Upselling

41.
“Bookends” Service
Get me started
Check back later

42. Dispatched Service Centrally located desk(s)
Dispatched Service
Centrally located desk(s)
Staffed by non-librarian dispatcher
Dispatcher matches question to the best person to handle it
Librarians work on call
Tech staff work on call
Work to completion with
each person

43. Redeployed Reference Online reference Hot topics Extreme Googling
Redeployed Reference
Online reference
Hot topics
Extreme Googling
Training, coaching
Appointments
Community specialists

44. Make Something Happen!

45. Stereotype: Quality Always Takes Longer But It’s Worth It

46. Civilian Perspective: How Convenient Is it?
Civilian Perspective: How Convenient Is it?

47. Expedited Returns and Sorting
Expedited Returns and Sorting

48. Netflix-Style Circulation
Netflix-Style Circulation

49. Podcast/Webcast Programs
Podcast/Webcast Programs

50. Text/IM and Microformats
Text/IM and Microformats

51. Going Where the People Are
Going Where the People Are

52. Make Something Happen!

53. Stereotype: We Talk, They Listen
Stereotype: We Talk, They Listen 53

54. Civilian Perspective: Am I Trusted to Participate?
Civilian Perspective: Am I Trusted to Participate?

55. Nobody Knows (or Cares) That It’s 2.0
Nobody Knows (or Cares) That It’s 2.0

56. Outreach to Non-Library Blogs, Wikis, Social Networks
Outreach to Non-Library Blogs, Wikis, Social Networks
              

57. Real-Time Activities Buzz
Real-Time Activities Buzz
Live circulation activity, e.g. Yorba Linda PL “book feed”
Today’s hot topics
Live program excerpts
New titles just in
Wireless strength
Parking cam 57

58.
Online Donations

59. Collaborative Filtering
Collaborative Filtering

60. The Idea Laboratory A place to TRY new things: Book art studio
The Idea Laboratory
A place to TRY new things:
Book art studio
Media production facility
New technology showcase
Small business incubator
                                                                                                                                                     

61. Make Something Happen!

62. One Last Stereotype: To Use the Library Is to Love The Library
One Last Stereotype: To Use the Library Is to Love The Library

63. There Is No Correlation Between Library Use and Library Support
There Is No Correlation Between Library Use and Library Support

64. Complacency Can Be Fatal
Kathy Sierra on the “Creating Passionate Users” blog

65. 10 Ways to Know if You’re on the Right Track

66. You Know What Kind of Success You’re Aiming For

67. Some Indicators of Civilian-Centered Success
Circulation
Users
Diversity
Visits
Volunteers
Friends
Smiles
Press
Partners
Thanks
Clout
$$$$

68. You Have More Than One Idea About How to Get There

69. You’re Not Waiting for “Perfect”

70. You’re Inviting the Entire Community to Participate

71.
You’re Speaking Up

72. You’re Trying New Ways of Working

73. You’re Helping Each Other to Succeed
You’re Helping Each Other to Succeed

74. You’re Learning and Making Adjustments as You Go

75. You’re Finding Ways to Have Fun

76. You’re Building Relationships
You’re Building Relationships