Now What: 12 Steps to Thriving in a Different World


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Presentation with Karen Hyman at the Public Library Association (PLA) Conference in Philadelphia, PA>

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  • On HBO or Showtime … never seen a check from a comedy special. Put it on website for $5. You own a high def copy. Money for production came from ticket sales. Has already turned a profit.
  • STEP 3: BE YOUR OWN LEADER: Regardless of Your position, title, or pay grade, each of us you can exert Influence at any time, in any place, in a variety of ways. Not only can we choose to exert influence, we must. Each of us must strive to be a " One Buttock Player ". What is a one buttock player? Image:
  • Benjamin Zander is the Conductor of the Boston Philharmonic , The Youth Philharmonic, and Teacher at The New England Conservatory of Music . He calls one buttock players The few with passion. The few who care. Those kids lean forward and begin to play. They play as if they care, because they do. And as they lean forward, as they connect, they lift themselves off the piano seat, suddenly becoming, one-buttock players Now: Why is it important to be your own leader ? Why not just sit back and let the manager's do the leading, or the directors, or the Mayors? In short, the pace of change simply requires organizations to be more flexible, more nimble, where the ability to decide, to do, to try, to innovate, is decentralized . Where everyone is encouraged and expected to not only follow, obey, but influence. Image from:
  • Up until recently, there was an accepted model of how change happens in society and organizations: The Freeze,Unfreeze,Re-freeze model , This model suggests that: Our structures, our organizations , and therefore our experiences remain fairly stable (or frozen) for long periods of time Some fundamental change occurs, and for a period of time, things unfreeze. We all get used to the change, it’s ramifications play out, and we settle into the new normal. We refreeze. This model makes sense when we apply it historically, but over the last 100 years, the periods between each change have gotten smaller and smaller, to the point where it seems we don’t even get to the refreeze point. With regard to change we are now more in a state of continual fluidity . Peter Vaill, a Professor of Mgmt at Antioch Univ . observed this phenomena and suggested a new model to help us understand change . [click]
  • Emergent Leaders: (Peter Northouse) No formal authority Motivate others Initiate new ideas Seek others’ opinions Are passionate and involved
  • Sources of Power Adapted from: The Courageous Follower, Ira Challeff Connect to purpose Share your knowledge Setting Standards Faith in self Speak truth to power Model behavior Choose your action Choose to follow Withdraw support Relationships/Networks Honest Communication Organize/Inspire others
  • So, Whether or not we are formal "leaders" in our organization, or in our field, every one of us can make choices and take actions that exert influence. Here's a simple model: Decide what is your desired outcome Generate options of choices that will make it more likely rather than less likely that your desired outcome will happen. Choose one option and take action Assess the results. Learn from the outcome and choose again
  • As 18th Century German Philosopher Georg Christoph Lichtenberg said, "One has to do something new to see something new". We tend to be a profession of perfectionists , not wanting to launch a new program or new service, until we've worked it all out and gotten everything perfect. Image: (no copyright)
  • "if we wait for the moment when everything, absolutely everything is ready, we shall never begin -Ivan Turgenev We must give up perfection , and waiting for everything to be ready and Embrace permanent beta , where nothing is ever DONE. Nothing is ever perfect. Try something, Try anything. Experiment, learn Iterate, iterate, iterate Foster a culture of risk-taking. Reward the effort, learn from the mistake.
  • Try something, Try anything. Like Bowling Green State U Library did with their library sleevefacing. First day of semester to greet new students, and welcome back returning one,  Experiment, play, learn! Take risks and encourage and reward others for taking risks. But if you're not in a creative mood … I have some good news: There has never been a better time in history to be completely unoriginal .
  • Excellent free ideas are everywhere: Find them and subscribe-- have them pushed into your email your google reader, etc. Facebook Groups (Think Tank; LJ/SLJ) LinkedIn Groups Pinterest | Flickr Creative Commons
  • Steal the platform! The beauty of the Internet in 2012 is that it doesn't just make it easy to steal ideas. You can steal entire platforms! Create/Develop Your own personal learning network. Pinterst page Facebook groups Twitter streams Youtube channels Flickr Streams…
  • SHARE YOUR STUFF!!! Write an article Post to a blog or a listserv Do a conference presentation Post to Slideshare Facebook Pinterest Image:
  • Creative commons Online for free Generic, not specific to CCU http:// /library/videos/
  • [As the pace of change continues to quicken and we're doing three times as many things in 1/2 the time, we all need to become black belt time managers and like a karate master, learn to focus our energy for maximum impact. ] [CLICK] So what does a black belt in Karate look like?
  • Image from:
  • Said it before, we'll say it again: Let go of perfection Surrender to the fact that it's never all going to be done Balls will be dropped. Messages may not be responded to w/in 24 hours. Or 24 days. Instead of making sure everything is done, and everything is done "just so“ Get intentional about how you use your time and…
  • Use your time to move high impact projects forward. Invest time identifying your priorities for the year, for the month, for the week, and for the day, and then…
  • Make "So What" your favorite question Don't let your time and your to-do list be driven by what email pops your inbox Invest time every day, throughout the day and ask yourself whether the work you're doing is ultimately important to anyone with an opinion that matters. Ask yourself, if I didn't do this, so what? A black belt in Time Management is not passive. The black belt actively sets Schedules Planning time and Follow Up Time Suggestion: Use Monday morning to plan and prioritize for the week Use Friday morning to assess, clean up, and pre-plan for next week. Cover image from So What   New & Selected Poems (With a Story) 1971-2005   Bilingual edition Published  September 2006  by  Copper Canyon Press  . 
  • Consider a closed door policy! Research on Taking Breaks How to Accomplish More by Doing Less (Tony Schwartz) HBR It's not just the number of hours we sit at a desk in that determines the value we generate. It's the energy we bring to the hours we work. Human beings are designed to pulse rhythmically between spending and renewing energy. That's how we operate at our best. Maintaining a steady reservoir of energy — physically, mentally, emotionally and even spiritually — requires refueling it intermittently." Research on working in blocks of time, with breaks “The Role of Deliberate Practice in the Acquisition of Expert Performance” Published in: Psychological Review, 1993, Vol. 100. No. 3, 363-406
  • So here's your Time Mgmt Black Belt CheatSheet Continually Evaluate Priorities throughout the day What are my highest priorities? What must be done today? What can I finish right now? What is the most important thing I could do now? (adapted from http:// /leadership/the-power-of-now/ ) Adapted from Keven Eikenberry:
  • Why be a platform for civic engagement? (1) It's an opportunity that we're well-positioned to take advantage of (2) It's a natural fit with our mission and core values (3) It's a choice that will help ensure relevance, and make future support likely. It's a choice that will help us thrive And finally, (4) The very health of our democracy depends on it. Let's talk a little bit more about that. Have you noticed that we're living in a highly fragmented, siloed world, where people increasingly distrust government , and decreasingly join and participate in civic organizations and activities? libraries are uniquely well-positioned promote healthy civic engagement in our communities. A image from:
  • Over 10 years ago Robert Putnam , in his work, "Bowling Alone" described the decline of in-person civic and social engagement, and warned of its dangers to the health of our nation. This decline , which has only continued as Internet and Social media has expanded undermines the civil engagement which a strong democracy requires from its citizens. In addition to a decline in public meeting attendance , public committee work and being active with political parties Putnam also cited Americans' distrust in their government , which, after rising through the Clinton administration , and peaking after 911 , took a steep fall with the war in Iraq , and plummeted after Hurrican Katrina , and the financial collapse of 2008 . We are now at an all time low (15%) trust the govt to do what's right. Image: CC BY-NC-ND 2.0
  • Photo from: http:// -happening-midwinter At a time when so much of society is fragmented, when people often search for news and information that simply confirms their already-held beliefs and positions, when the demographics of communities are dramatically shifting, and when too many organizations are simply looking inward to find ways to perpetuate their mere existence, we need libraries to help re-engage and re-connect people. Goes on to say… Libraries are natural boundary spanning organizations in communities, and they’re needed now more than ever before . They can create safe spaces to bring people together across dividing lines to see and hear one another . – Rich Harwood From: http:// =display/ViewBloggerThread/i/25923/pid/10135 --------------------------------------------- Libraries are uniquely well-positioned to be a force for positive and healthy civic engagement We are Trusted (The trust placed in libraries is also important in balancing the lack of confidence that many citizens place in other government institutions) We are a natural ! A free, neutral space for conversations . We are a natural host and sponsor for civic forums a place for community members and government officials to come together to discuss and debate the issues of the day. e are a natural : We can bring together , especially through smart programming , community members from across the demographic and socioeconomic divides .
  • ALAConnect Community: Libraries Fostering Civic Engagement ALA Center for Civic Life: (Series of Archived Webinars: Hosting Public Issues Forums @ your library) Libraries Build Communities:
  • Be Present—out there. Five things you can do: Attend Community Meetings Join local Boards , Get involved Interview Community Leaders about their needs Help them -- Make offers And help connect them w/each other through you. Market, Market, Market - Collections, space, programs Listen to what they need Tell them what you got Listen to what the community needs to reallocate resources for higher impact? Partner on Programs and Forums on hot community topics Bullying, taxes, shared services, redevelopment, open space, etc. What is hot in your town? Find the org or govt agency that cares and co-sponsor a town hall. To sum: LOOK OUTWARD LISTEN FOR WHAT'S NEEDED IN YOUR COMMUNITY FIND WAYS TO PARTNER AND PROGRAM TO MEET THOSE NEEDS
  • Why Improv? A few years ago I saw I attended a Library Futures Conference. And at that conference I saw a talk by cultural anthropologist Mary Catherine Bateson, (M. Mead’s daughter). Someone asked her how we could best prepare ourselves for the future and be better able to deal with this ever-accelerating pace of change. She responded that best way to adapt to the pace of change and position ourselves for success in the future is take an improv class. The basic principles of good improv correlate highly a state of creative readiness; an ability to use whatever is happening
  • Listen: Good improvisers are not necessarily more clever, or more quick-witted. They just listen better… You listen for what is offered, and you listen for what you can offer to move things forward. Improv is about listening for what is offered, observing what is happening, and then building off it.
  • Action beats inaction Doing something, beats doing nothing. One of the rules of improv (yes, there are rules) is that you don’t talk about doing something, you DO something. Talking about it doesn’t move anything forward Another rule is that your choices should be as specific as possible, and you make them with commitment Specific choices move things forward, and give others something to build off of. When in doubt try something…
  • TRUST Improv only works when you completely trust others and ourselves We trust our impulses and our choices And we learn to trust in others and weave their offers into the fabric of the scene. When learning to trust our ideas, it helps to remember that ideas are infinite. So no matter what strange hole it seems we’ve dug ourselves into in a scene, there are an infinite number of ideas that can help dig us out. You trust in the your own creativity and resourcefulness, and you trust in the creativity and resourcefulness of those around you to see you through.
  • Finally: There is one over-riding principle of improv that sums it all up: YES, And… Yes, and" means that we accept everything that happens as an offer, as a gift . Yes and, means that it is our job to bring our unique perspective to bear , and build off of whatever is given to us. “ Yes, and…” means we continually Focus on making a contribution. What can we add? "Yes and" implies acceptance of what is, , but not acquiescence . "Yes and" acknowledges the reality of the moment , but also inspires us to create the future .
  • There are a few simple principles of engagement that can help you design engaging services, spaces, and programs for your customers. Why is it important to Engage our Customers ? Because In a hyper-connected, multi-channel world of infinite options and increasingly short attention spans, engaging our customers’ hearts and minds = value. Engaged customers are satisfied customers who will be more likely to be active supporters and advocates for library funding. engagement=perceived value=support
  • In a talk that Jesse James Garrett did at UX Week 2009 (a user experience conference), he suggests that customers can be engaged in four primary ways. Through Perception (senses) Action (body) Cognition (mind) Emotion (heart) From. Jesse James Garrett | The State Of User Experience,
  • What does that kind of engagement look like? Let’s See: So how were the people in this video being engaged? Perception (sound, visual) Action (jumping, walking) Cognition (choices, cause/effect) Emotion (fun!) Garrett suggests that Once you start thinking in terms of user experience, you start to see user experience problems everywhere; you can’t NOT see these problems.
  • In a talk that Jesse James Garrett did at UX Week 2009 (a user experience conference), he suggests that customers can be engaged in four primary ways. Through Perception (senses) Action (body) Cognition (mind) Emotion (heart) From. Jesse James Garrett | The State Of User Experience,
  • Displays/Power Walls A tremendous percentage of the books that we check out get checked out because they’re on display. How do you display an ebook? -Jamie LaRue
  • Douglas County Library’s “virtual power wall” It’s fun, people are going to be drawn to it, you just want to touch it and see what’s going to happen. Accessible from your computer from home, as well as from mobile apps and large touch screens in the library. –Deborah Margeson, Collection Services Manager
  • We engage online. That’s a whole preconference!
  • Stuffed animals sleepover Anticipation Emotion (connection to animals) Social (family and friends look on web) Curiosity Excitement Action (come to the library)
  • Cake contest for gala (for the community, by the community) Invited local bakeries to submit Built anticipation Food (perception, action) Fun Perception|Action|Cognition|Emotion
  • Outside in the plaza… (Inside, outside, online) Author readings Bands Dancing
  • World cup Community Social Emotion
  • Outside Communal Physical Artistic Bring your enthusiasm and your knitting, crocheting, and yarnwork projects. Learn to knit. Swap yarn, projects, and ideas. Let's knit and network! We'll be outdoors in the Community Plaza if the weather cooperates. If the weather doesn't cooperate, we'll be in the Princeton Public Library's first floor Community Room.
  • Library as place Art
  • Shapes, colors!
  • Gaming! Every day there is a new article out on the benefits of gaming Stimulates many areas of the brain. Promotes learning Social, problem solving Musical! Dance, Dance Revolution is great Recent article on the benefits of aerobic exercise (20 minutes) raises IQ. Better test scores. “studies from the University of Illinois found that “just 20 minutes of walking” before a test raised children’s scores, even if the children were otherwise unfit or overweight studies from the University of Illinois found that “just 20 minutes of walking” before a test raised children’s scores, even if the children were otherwise unfit or overweight “ ( )
  • Signage: Surprising, fun, colorful Audiobooks and Movies signs at Princeton Public Library Movies neon sign at Mount Laurel Library
  • Furniture: Comfortable, colorful, fun
  • In the end, we engage customers through our one-on-one staff contacts.
  • Not only are we needed, I believe that as the creation of and access to information explodes we are needed now more than ever . The tools and landscapes may change, but our core values and mission won’t. We will continually find new and creative ways to express our core values to bring value to our communities. We will continue to help people connect with the information they need and we will continue to help them to make meaning in ways that empower and enrich them . I believe I can change my world (Francis Dunnery)
  • Steps 1,2,5,6,9.10: copyright Karen Hyman, [email_address] Steps 3,4,7,8,11,12: Creative commons License: Attribution-NonCommercial-ShareAlike 2.5 Generic (CC BY-NC-SA 2.5), Peter Bromberg,
  • Now What: 12 Steps to Thriving in a Different World

    1. 1. Now what? 12 steps to thriving in a different world Karen Hyman and Peter Bromberg Public Library Association Philadelphia, PA March 15, 2012•Steps 1,2,5,6,9.10: Copyright Karen Hyman,•Steps 3,4,7,8,11,12: CC License: Attribution-NonCommercial-ShareAlike (CC BY-NC-SA 2.5), Peter Bromberg,
    2. 2. Today we will explorehow to … • Keep up morale. • Be there for your customers. • Think strategically and creatively in a challenging environment. • Grow your libraries, even now. • Enjoy your accomplishments…the good old day could be today.
    3. 3. Or in other words• Improve your day, your life, and your library.• Eliminate stressors/develop coping skills.• Make choices/develop strategies that give you the best chance of success.
    4. 4. Step One Step into the present.Things have changed, things are changing, things will change again.
    5. 5. Has any of this happened to youlately?• Deteriorating relationships with funders?• Furloughs, layoffs, decreased hours?• Frozen or reduced budgets?• Struggle to find your place in a avalanche of change?• The Hunger Games among authors, publishers, aggregators, booksellers and libraries?Does it all look and feel long-term?
    6. 6. Step TwoLive by your wits.
    7. 7. We don’t know what’s going to happen. But we can know what IS happening.
    8. 8. Personalized News: 1978Walter Cronkite appears on the screen. He begins, “GoodEvening, Fran…A source close to the NY Times Book Reviewcalls [your book] ‘splendid, brilliantly funny, a surefire hit.’A reputable Hollywood authority… reports cutthroatbidding for the movie rights…On the home front, LaurenBacall called a press conference this afternoon to announceshe wants to trade apartments with you.Well Fran, that about wraps it up for now… Fran Lebowitz. No News is Preferable. In Metropolitan Life. New York: E.P. Dutton, 1978.
    9. 9. Personalized News in 2012 Developers aren’t just thinking about building for different screen sizes, but around a whole range of factors that affect how, where, what and when we read… It’s a mix of what’s going on in the world and what’s going on in your world, fused together. And it might seem weird that I’m looking at a picture of my daughters, and then the next flip I’m reading a storyabout Iran. But to me as a reader, when I’m standing in line waiting to get my coffee, those things are what I care about. Tim Carmody. The Future of Context: Mobile Reading from Google to Flipboard to FLUD at
    10. 10. There has never been moreopportunity…• To lead from where you are.• To learn all you can and have fun doing it.• To deliver your message.• To share ideas.• To experiment.• To use (and move on from) cheap and accessible technology.• To be quicker and more nimble than ever before.
    11. 11. Step ThreeBe Your Own Leader
    12. 12. Be a one buttock player
    13. 13. ThePermanent Whitewater Importance of Leadership at All Levels
    14. 14. lue nce InfThe Importance of Leadership ^ at All Levels Emergent Leaders: (Peter Northouse)2. No formal authority3. Motivate others4. Initiate new ideas5. Seek others’ opinions6. Are passionate and involved
    15. 15. lue nce InfThe Importance of Leadership ^ at All Levels Emergent Leader“I’ll just keep going until someone tells me to dial it back.”- Lindsey, Development Director Princeton Public Library
    16. 16. Sources of Power Adapted from: The Courageous Follower, Ira Challeff• Connect to purpose • Choose your action• Share your knowledge • Choose to follow• Setting Standards • Withdraw support• Faith in self • Relationships/Networks• Speak truth to power • Honest Communication• Model behavior • Organize/Inspire others
    17. 17. lue nce InfThe Importance of Leadership ^ at All Levels Each of us at any moment can: 2. Decide on a desired outcome 3. Generate choices 4. Take action 5. Assess effectiveness of choices 6. Learn, and choose again
    18. 18. Step FourMake Something Up (and steal the rest) (no copyright)
    19. 19. Make Something Up "If we wait for the moment when everything, absolutely everything is ready, we shall never begin.“ -Ivan Turgenev
    20. 20. Make Something Up
    21. 21. Steal The Rest• Webjunction • Social Media• Associations • ALADirect | ALAConnect• Consortia • Blogs• Literature • Facebook Groups• Personal Network • LinkedIn Groups• • Webinars• Vendors • Listservs/Forums
    22. 22. Steal the Platform
    23. 23. Give Back: Put your ideas out there "If you have an apple and I have an apple and we exchange these apples then you and I will still each have one apple. But if you have an idea and I have an idea and we exchange these ideas, then each of us will have two ideas." -George Bernard Shaw
    24. 24. Steal The Rest (Coastal Carolina University)
    25. 25. Step FiveConnect “authors” and “readers.”
    26. 26. What does it mean to be…• An author?• A publisher?• A publicist?• A reviewer?• An aggregator?• A filmmaker?• A distributor?• A community?• A library?
    27. 27. We’ve gone from:• If you’re so great why aren’t you on a major network, in national distribution, or published by Harper Collins?• The movie screen to the home screen to the pc to the IPAD to the phone.• Twentieth Century Fox to indie films to On Demand to Youtube.• NY Times reviews to Amazon reviews to Twitter to “social news” on Flipboard and Flud.
    28. 28. So what? why couldn’t you?• Purchase and manage digital rights.• Seek out and “publish” your own material.• Work directly with all kinds of creators.• Be a cool curator.
    29. 29. Step Six Free up your energy.
    30. 30. What reality would free up energy, creativity and willingness toget up in the morning for you and those who work at your library?
    31. 31. Eliminating stressors andlimiting beliefs What assumptions do you hold about yourself, your library and the world, that keep you from being who you want to be?
    32. 32. What assumptions?• I’m powerless.• It won’t work anyway.• It’s all a lost cause.• This is somebody else’s job.• Things are changing so fast I can’t keep up.• I am waiting for training.• Etc., etc., etc……
    33. 33. Some ways to get unstuck… • Don’t take things (just) personally. • Get connected. • Learn all you can. • Abandon limited choices. • Experiment. You can start small. • Notice the changes you make.
    34. 34. Make a list of five things you are tolerating and starteliminating them.
    35. 35. Step SevenBe a Black Belt in Time Management
    36. 36. Let Go of Perfection
    37. 37. Focus on Impact
    38. 38. Make “So What” Your Favorite Question
    39. 39. Schedule EVERYTHINGIncluding Downtime!
    40. 40. Continually Evaluate Use of Your Time Adapted from Keven Eikenberry:
    41. 41. Step EightBe a Platform for Civic Engagement
    42. 42. Whatever Happened to Civic Engagement? - Robert Putnam, “Bowling Alone” | CC BY-NC-ND 2.0
    43. 43. The Harwood Institute for Public InnovationLibraries are naturalboundary spanningorganizations incommunities, andthey’re needed nowmore than ever before.They can create safespaces to bring peopletogether across dividinglines to see and hearone another. Rich Harwood
    44. 44. Be a Platform for Civic Engagement Three Great Resources • Libraries Fostering Civic Engagement (ALAConnect Community) • ALA Center for Civic Life (See their series of webinars on hosting public issues forums at the library) • Libraries Build Communities (Chrystie Hill’s Blog)
    45. 45. Be a Platform for Civic Engagement Five things you can do 1. Attend Community Meetings 2. Join local Boards, Get involved 3. Interview Community Leaders 4. Market, Market, Market 5. Partner on Programming
    46. 46. Step Nine Have an app for that.
    47. 47. Electronic delivery: multipledevices and formats• Piggy backing on their technology: audio, video, tablets, kindles, smart phones.• Keeping up with device development: everyday activity of your IT department, or consortial arrangement.• Partner with high school/college computer enthusiasts: host their meetings, give them challenges to solve.
    48. 48. Step Ten Reevaluate safety and control.
    49. 49. Dakota tribal wisdom saysthat when you’re on a dead horse the best strategy is to dismount. Gary Hamel. Leading the Revolution, 2000.
    50. 50. New for 2012…Of course there are other strategies  You can keep riding. Maybe the horse is just stunned.  You can keep riding. You’ll never get a horse as good as this one.  You can put the horse on dry ice. Maybe cryogenics will bring it back next year when your budget could be better.  You can keep riding. The horse you know is better than the horse you don’t.  You can keep riding. How can you be a rider if you don’t have a horse?
    51. 51. But after you’ve tried all of these things,you’re still going to have to dismount.
    52. 52. What inhibits a library’s ability tochange?• Complacency.• Being stuck in the past. Still waiting for yesterday to get better.• (Trying to) hold on to all of the marbles.• Size/Structure.• Lack of will.• Fear/perfectionism.• Habit.• Not seeing the possibilities.
    53. 53. Curiosity: problem solving/opportunity identification• Define problem/opportunity. Think like the customer.• Assume there is a cheap, easy, accessible solution.• Assume that if something bothers you, it bothers at least a 1000 people who are talking about it online.• Reevaluate safety and control . The good news: you are in large company and they are not options anyway.
    54. 54. Reddick said that in general hermembership believes the risk ofabuse "is smaller than the risk of being ignored." Karen Reddick, Executive Director Colorado Independent Publishers Association As quoted in Library Journal: Colorado Publishers and Libraries Collaborate on Ebook Lending Model, March 17, 2011
    55. 55. Step ElevenYes, And... The Lessons of Improv
    56. 56. Yes, And... The Lessons of Improv Listen
    57. 57. Yes, And... The Lessons of Improv Action Beats Inaction
    58. 58. Yes, And... The Lessons of Improv Trust Others
    59. 59. Yes, And... The Lessons of Improv The Uber Principle
    60. 60. Step TwelveEngage Customers
    61. 61. User Experience: Engagement James Garrett | The State Of User Experience, (senses) Action (body) Cognition (mind) Emotion (heart)
    62. 62. User Experience: Engagement
    63. 63. User Experience: Engagement James Garrett | The State Of User Experience, (senses) External Action (body) External Cognition (mind) Internal Emotion (heart) Internal
    64. 64. How do we engage our customers? A tremendous percentage of the books that we check out get checked out because they’re on display. How do you display an ebook? -Jamie LaRue
    65. 65. How do we engage our customers?It’s fun, people aregoing to be drawnto it, you just want totouch it and see what’sgoing to happen. Accessiblefrom your computer fromhome, as well as frommobile apps and large touchscreens in the library.–Deborah Margeson, Collection Services Manager
    66. 66. How do we engage our customers?
    67. 67. How do we engage our customers? Heart
    68. 68. How do we engage our customers? Taste | Social | Anticipation
    69. 69. How do we engage our customers? Kinetic | Music | Heart | Social
    70. 70. How do we engage our customers? Social | Communal | Emotion
    71. 71. How do we engage our customers? Social | Communal | Aesthetic
    72. 72. How do we engage our customers? Aesthetic | Visual | Emotion
    73. 73. How do we engage our customers? Visual: Shapes and Colors Photo of Allen County Public Library by Peter Bromberg
    74. 74. How do we engage our customers? Gaming: Kinetic, Social, Fun
    75. 75. How do we engage our customers? Signage: Surprising, fun, colorful
    76. 76. How do we engage our customers?Furniture: Comfortable, colorful, fun
    77. 77. How do we engage our customers?
    78. 78. How do we engage our customers?YOU!
    79. 79. Experience is not what happens to you. It is what you do with whathappens to you. - Aldous Huxley
    80. 80. Karen Hyman thank you! Peter Bromberg•Steps 1,2,5,6,9.10: copyright Karen Hyman,•Steps 3,4,7,8,11,12: CC License: Attribution-NonCommercial-ShareAlike (CC BY-NC-SA 2.5), Peter Bromberg,