Advancing the UserExperience: How Libraries Today areChanging for the Better                  Monica Harris             Cu...
"We must welcome the future, remembering that soon it        will be the past; and we must respect thepast, remembering th...
What isdifferent?
What isdifferent?What is the same?
Idea Connector
How has theworld aroundus changed?
S&P Home Value Index
70% of teachers working in the    highest income areas say their school does a “good job” providing  teachers the resource...
•   94% of AP and NWP teachers own a cell phone, slightly    higher than the national figure of 88% for all U.S. adults
•   94% of AP and NWP teachers own a cell phone, slightly    higher than the national figure of 88% for all U.S. adults•  ...
•   94% of AP and NWP teachers own a cell phone, slightly    higher than the national figure of 88% for all U.S. adults•  ...
•   94% of AP and NWP teachers own a cell phone, slightly    higher than the national figure of 88% for all U.S. adults•  ...
•   94% of AP and NWP teachers own a cell phone, slightly    higher than the national figure of 88% for all U.S. adults•  ...
•   94% of AP and NWP teachers own a cell phone, slightly    higher than the national figure of 88% for all U.S. adults•  ...
•   94% of AP and NWP teachers own a cell phone, slightly    higher than the national figure of 88% for all U.S. adults•  ...
•   94% of AP and NWP teachers own a cell phone, slightly    higher than the national figure of 88% for all U.S. adults•  ...
•   94% of AP and NWP teachers own a cell phone, slightly    higher than the national figure of 88% for all U.S. adults•  ...
•   94% of AP and NWP teachers own a cell phone, slightly    higher than the national figure of 88% for all U.S. adults•  ...
Differences in Community
How isdoingbusinesschanging?
World of Beer and Loyalty Clubs
Square Payment
Strawberry Tree solar powered public charging trees developed by University of Belgrade
What arelibrariesdoing?
"It used to be that there was lots of time, but the information was limited.You would go to the library, it might take    ...
MacBook Dispenser at Drexel University Library in Philadelphia
Westport Public Library Makerspace
What does the libraryof the future look like?
Case Study 1:Anythink Librariesin suburban Denver, CO
Anythink in Rangeview, Colorado
Core Competencies of all Anythink Employees• I am customer focused.• I am cooperative and a collaborator.• I am understand...
ShelverbecomesWrangler:part productplacement, partinventory control, partdisplay technician
Library Assistant/CircDeskbecomesConcierge:part customerservice, parttechnologytroubleshooting, partproduct promotion
LibrarianbecomesGuide:part customereducation, partreferenceadvocate, part eventplanning
Case Study 2:Oak Park Public Libraryin Oak Park, IL
2010
Focused on People
Focused on Materials
Focused on Materials - 2013
2011
2012
2013
Why is gettingparticipatoryimportant?
traditional
participatory
How do we designthis?
Ask for     theirfeedback
Santa Cruz Museum of Art and History
Santa Cruz Museum of Art and History
Offercontests, gam        es, and opportunities with intrinsic         value
We worked on Connection
We created the:
oppl.org/events/idea-box
Why SupportStaff is ourBiggestBrand Asset.
Questions?Monica HarrisCustomer Service ManagerOak Park Public LibraryOak Park, ILEmail: mharris@oppl.orgTwitter: @showlola
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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.

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Advancing the User Experience

  1. 1. Advancing the UserExperience: How Libraries Today areChanging for the Better Monica Harris Customer Service Manager Oak Park Public Library Oak Park, IL
  2. 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. 3. What isdifferent?
  4. 4. What isdifferent?What is the same?
  5. 5. Idea Connector
  6. 6. How has theworld aroundus changed?
  7. 7. S&P Home Value Index
  8. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 19. Differences in Community
  20. 20. How isdoingbusinesschanging?
  21. 21. World of Beer and Loyalty Clubs
  22. 22. Square Payment
  23. 23. Strawberry Tree solar powered public charging trees developed by University of Belgrade
  24. 24. What arelibrariesdoing?
  25. 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. 26. MacBook Dispenser at Drexel University Library in Philadelphia
  27. 27. Westport Public Library Makerspace
  28. 28. What does the libraryof the future look like?
  29. 29. Case Study 1:Anythink Librariesin suburban Denver, CO
  30. 30. Anythink in Rangeview, Colorado
  31. 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. 32. ShelverbecomesWrangler:part productplacement, partinventory control, partdisplay technician
  33. 33. Library Assistant/CircDeskbecomesConcierge:part customerservice, parttechnologytroubleshooting, partproduct promotion
  34. 34. LibrarianbecomesGuide:part customereducation, partreferenceadvocate, part eventplanning
  35. 35. Case Study 2:Oak Park Public Libraryin Oak Park, IL
  36. 36. 2010
  37. 37. Focused on People
  38. 38. Focused on Materials
  39. 39. Focused on Materials - 2013
  40. 40. 2011
  41. 41. 2012
  42. 42. 2013
  43. 43. Why is gettingparticipatoryimportant?
  44. 44. traditional
  45. 45. participatory
  46. 46. How do we designthis?
  47. 47. Ask for theirfeedback
  48. 48. Santa Cruz Museum of Art and History
  49. 49. Santa Cruz Museum of Art and History
  50. 50. Offercontests, gam es, and opportunities with intrinsic value
  51. 51. We worked on Connection
  52. 52. We created the:
  53. 53. oppl.org/events/idea-box
  54. 54. Why SupportStaff is ourBiggestBrand Asset.
  55. 55. Questions?Monica HarrisCustomer Service ManagerOak Park Public LibraryOak Park, ILEmail: mharris@oppl.orgTwitter: @showlola

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