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Advancing the User Experience
Advancing the User Experience
Advancing the User Experience
Advancing the User Experience
Advancing the User Experience
Advancing the User Experience
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Advancing the User Experience
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Advancing the User Experience

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A presentation about the future of libraries, including 2013 economic data, new retail and business models, and examples of innovations that libraries are trying to improve their service and reach.

A presentation about the future of libraries, including 2013 economic data, new retail and business models, and examples of innovations that libraries are trying to improve their service and reach.

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  • 1. Advancing the UserExperience: How Libraries Today areChanging for the Better Monica Harris Customer Service Manager Oak Park Public Library Oak Park, IL
  • 2. "We must welcome the future, remembering that soon it will be the past; and we must respect thepast, remembering that it was once all that was humanly possible." - George Santayana
  • 3. What isdifferent?
  • 4. What isdifferent?What is the same?
  • 5. Idea Connector
  • 6. How has theworld aroundus changed?
  • 7. S&P Home Value Index
  • 8. 70% of teachers working in the highest income areas say their school does a “good job” providing teachers the resources and support they need to incorporate digital toolsin the classroom, compared with 50% of teachers working in the lowest income areas.
  • 9. • 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults
  • 10. • 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults• 58% of these teachers (68% of teachers under age 35) have a smartphone, compared with 45% of all adults
  • 11. • 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults• 58% of these teachers (68% of teachers under age 35) have a smartphone, compared with 45% of all adults• 93% of teachers own a laptop computer vs. 61% of all adults
  • 12. • 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults• 58% of these teachers (68% of teachers under age 35) have a smartphone, compared with 45% of all adults• 93% of teachers own a laptop computer vs. 61% of all adults• 87% own a desktop computer vs. 58% of all adults
  • 13. • 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults• 58% of these teachers (68% of teachers under age 35) have a smartphone, compared with 45% of all adults• 93% of teachers own a laptop computer vs. 61% of all adults• 87% own a desktop computer vs. 58% of all adults• 39% own a tablet vs. 24% of all adults
  • 14. • 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults• 58% of these teachers (68% of teachers under age 35) have a smartphone, compared with 45% of all adults• 93% of teachers own a laptop computer vs. 61% of all adults• 87% own a desktop computer vs. 58% of all adults• 39% own a tablet vs. 24% of all adults• 47% own an e-book reader vs. 19% of all adults
  • 15. • 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults• 58% of these teachers (68% of teachers under age 35) have a smartphone, compared with 45% of all adults• 93% of teachers own a laptop computer vs. 61% of all adults• 87% own a desktop computer vs. 58% of all adults• 39% own a tablet vs. 24% of all adults• 47% own an e-book reader vs. 19% of all adults• 78% use social networking sites such as Facebook, LinkedIn or Google+, compared with 69% of adult internet users and 59% of all adults
  • 16. • 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults• 58% of these teachers (68% of teachers under age 35) have a smartphone, compared with 45% of all adults• 93% of teachers own a laptop computer vs. 61% of all adults• 87% own a desktop computer vs. 58% of all adults• 39% own a tablet vs. 24% of all adults• 47% own an e-book reader vs. 19% of all adults• 78% use social networking sites such as Facebook, LinkedIn or Google+, compared with 69% of adult internet users and 59% of all adults• 26% use Twitter vs. 16% of adult internet users and 14% of all adults
  • 17. • 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults• 58% of these teachers (68% of teachers under age 35) have a smartphone, compared with 45% of all adults• 93% of teachers own a laptop computer vs. 61% of all adults• 87% own a desktop computer vs. 58% of all adults• 39% own a tablet vs. 24% of all adults• 47% own an e-book reader vs. 19% of all adults• 78% use social networking sites such as Facebook, LinkedIn or Google+, compared with 69% of adult internet users and 59% of all adults• 26% use Twitter vs. 16% of adult internet users and 14% of all adultsDespite their heavy tech use, 42% of AP and NWP teacherssay their students usually know more than they do when it comes to using new digital technologies.
  • 18. • 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults• 58% of these teachers (68% of teachers under age 35) have a smartphone, compared with 45% of all adults• 93% of teachers own a laptop computer vs. 61% of all adults• 87% own a desktop computer vs. 58% of all adults• 39% own a tablet vs. 24% of all adults• 47% own an e-book reader vs. 19% of all adults• 78% use social networking sites such as Facebook, LinkedIn or Google+, compared with 69% of adult internet users and 59% of all adults• 26% use Twitter vs. 16% of adult internet users and 14% of all adultsDespite their heavy tech use, 42% of AP and NWP teacherssay their students usually know more than they do when it comes to using new digital technologies. Just 18% feel they know more than their students.
  • 19. Differences in Community
  • 20. How isdoingbusinesschanging?
  • 21. World of Beer and Loyalty Clubs
  • 22. Square Payment
  • 23. Strawberry Tree solar powered public charging trees developed by University of Belgrade
  • 24. What arelibrariesdoing?
  • 25. "It used to be that there was lots of time, but the information was limited.You would go to the library, it might take a while, but thats where all the information was. Now, its just theopposite. Information is everywhere, but nobody has any time. The rules have changed."
  • 26. MacBook Dispenser at Drexel University Library in Philadelphia
  • 27. Westport Public Library Makerspace
  • 28. What does the libraryof the future look like?
  • 29. Case Study 1:Anythink Librariesin suburban Denver, CO
  • 30. Anythink in Rangeview, Colorado
  • 31. Core Competencies of all Anythink Employees• I am customer focused.• I am cooperative and a collaborator.• I am understanding and compassionate.• I am a self-starter and have a strong work ethic.• I am flexible and embrace change.• I am an effective communicator.• I am a problem solver.• I am responsible and honest.• I am emotionally mature.• I am a continuous learner.• I am an innovator.• I am a leader.• I am an Anythinker.
  • 32. ShelverbecomesWrangler:part productplacement, partinventory control, partdisplay technician
  • 33. Library Assistant/CircDeskbecomesConcierge:part customerservice, parttechnologytroubleshooting, partproduct promotion
  • 34. LibrarianbecomesGuide:part customereducation, partreferenceadvocate, part eventplanning
  • 35. Case Study 2:Oak Park Public Libraryin Oak Park, IL
  • 36. 2010
  • 37. Focused on People
  • 38. Focused on Materials
  • 39. Focused on Materials - 2013
  • 40. 2011
  • 41. 2012
  • 42. 2013
  • 43. Why is gettingparticipatoryimportant?
  • 44. traditional
  • 45. participatory
  • 46. How do we designthis?
  • 47. Ask for theirfeedback
  • 48. Santa Cruz Museum of Art and History
  • 49. Santa Cruz Museum of Art and History
  • 50. Offercontests, gam es, and opportunities with intrinsic value
  • 51. We worked on Connection
  • 52. We created the:
  • 53. oppl.org/events/idea-box
  • 54. Why SupportStaff is ourBiggestBrand Asset.
  • 55. Questions?Monica HarrisCustomer Service ManagerOak Park Public LibraryOak Park, ILEmail: mharris@oppl.orgTwitter: @showlola

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