Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

The Case For Change: Rethinking Library Services, Staffing, and Spaces

1,799 views

Published on

Keynote session from Rethink it: Libraries for a New Age that makes the case for change in library services, spaces, and organizations. Drawing on stories of transformation from beyond the library world, provides insights on shifts in purpose, offerings, and user and staff experiences. Then uses library case studies from brightspot's work to explain tactics for achieving these big ideas, covering topics such as user research, visioning, partnerships, prototyping, and assessment. Finally, provides tools and tips to start working in new ways to transform your library.

Published in: Education

The Case For Change: Rethinking Library Services, Staffing, and Spaces

  1. 1. 1brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. The Case for Change: Rethinking Library Services, Spaces, and Organizations Elliot Felix Founder, brightspot strategy www.brightspotstrategy.com
  2. 2. 2brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. hello!
  3. 3. 3brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. about me trained as an architect… epiphany 1: design and use are disconnected back to school to connect them with research…. space strategy consulting epiphany 2: space, services, and people are interconnected founded brightspot to guide organizations to their future. (also: geek out on organizational development)
  4. 4. 4brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. about brightspot experience we guide organizations to their future
  5. 5. 5brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. introduction
  6. 6. 6brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. The future is already here — it's just not very evenly distributed. – William Gibson
  7. 7. 7brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. today’s agenda: Role Loyalty Research Offering Change Partner Experience Orientation Engage Transformations Tactics Teasers
  8. 8. 8brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. poll (RESULTS)
  9. 9. 9brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. transformations
  10. 10. 10brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. how do you shift your ROLE from product sales to business partner?
  11. 11. 11brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. (Schiphol office)
  12. 12. 12brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. role transformation formal board room pitch informal coffee conversation
  13. 13. 13brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. office as café design: aucket and kolon architects
  14. 14. 14brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. varied spaces, diverse interactions design: aucket and kolon architects
  15. 15. 15brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. results 1.  Sales increased by 50% and productivity by 25% 2.  Won “Great Place to Work” award in 2009, 2010 and 2011 3.  Employee satisfaction rose from 5/10 in 2008, to 8/10 in 2011 4.  Sick leave days are down to 1.5% from 2.5% 5.  Reduced real estate costs by 30% 6.  Growing at twice national rate for software (11% vs. 4-5%) Source: http://www.managementexchange.com/story/microsoft-netherlands
  16. 16. 16brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. library application: UCLA Library Inquiry Labs
  17. 17. 17brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. how do you shift your OFFERINGS from a pharmacy to a healthcare provider?
  18. 18. 18brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved.
  19. 19. 19brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. offering transformation transactional pharmacy consultative healthcare partner
  20. 20. 20brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. growing demand Source: Huffington PostSource: The Advisory Board
  21. 21. 21brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. guided by purpose
  22. 22. 22brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. visible services
  23. 23. 23brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. results 1.  Revenue up 10% since smoking ban (pharmacy sales offset loss of tobacco sales) 2.  Top-rated app among major US- based pharmacies 3.  Most locations – 836 Minute Clinics in 28 states (10% of locations) 4.  Top Glassdoor rating among major ranked retail clinics – (CVS 3.0 Walgreens 2.9, Rite-Aid 2.8, Target unranked, Walmart unranked)
  24. 24. 24brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. library application: NCSU Hunt Library service point design: Snøhetta with Clark Nexsen
  25. 25. 25brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. how do you connect digital and physical EXPERIENCE with users in mind?
  26. 26. 26brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved.
  27. 27. 27brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. experience transformation commodity transport connected experience
  28. 28. 28brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. experience-based mindset
  29. 29. 29brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. experience-based mindset
  30. 30. 30brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. top-ranked digital tools
  31. 31. 31brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. departure lounges and clubs
  32. 32. 32brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. results 1.  #1 rated mobile airline app 2.  #39 in Fortune’s 50 Most Admired Companies 3.  2015 Best US Airline (middleseat, airfare watchdog) 4.  Tied for top US airline to work for on Glassdoor.com (84% would recommend to a friend)
  33. 33. 33brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. “library” application: Smithsonian mobile applications
  34. 34. 34brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. tactics
  35. 35. 35brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. how can RESEARCH help you understand and anticipate your users’ needs?
  36. 36. 36brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved.
  37. 37. 37brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. user research @ Georgia Tech User Research Identify opportunities to support research, scholarship, teaching, and learning activities / experiences on campus. Library Playbook Concepts and advice to inform the Library Towers renovation project and support the architectural team Service Models Co-create new service and staffing models with Library and Learning Excellence teams.
  38. 38. 38brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. research tools and process data mining “playbook” interviews surveys taskforces shadowing workshops piloting sense-making
  39. 39. 39brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. background dashboard data Library Physical Gate Count (2004-2013) Library Print Book Checkouts (2003-2013) plus 1,000,000+ “clicks” to library e-books and e-journals.
  40. 40. 40brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. selected research activities observations shadowing workshops journaling
  41. 41. 41brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. research findings 1.  Lack of service awareness 2.  Opportunity to make connections and cross disciplines 3.  Facilitating quiet focus 4.  Enabling skills mastery 5.  Connecting physical and digital 6.  Engaging in research process earlier and later
  42. 42. 42brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. experience model tactic
  43. 43. 43brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. what’s next: library “store” images courtesy BNIM Architects
  44. 44. 44brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. how can you PARTNER across campus to collaboratively provide support services?
  45. 45. 45brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved.
  46. 46. 46brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. improving advising with a holistic approach
  47. 47. 47brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. cataloging services
  48. 48. 48brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. research findings awareness personal connections expertise convenience Increase knowledge of available services Help students identify what’s most applicable to them Help students create personal connections earlier Fill the “gap” until they form connections Connect students to a variety of “experts” Prepare individuals (including peers) to act as advisors Make services more visible and physically accessible Offer services at the time and point of need
  49. 49. 49brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. service delivery scenario planning
  50. 50. 50brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. vision physical and digital integration helping and directing advisors as guides flexibility and choice engage and empower
  51. 51. 51brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. strategy
  52. 52. 52brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. partnership model Increased presence in Center; Increased space needs Visiting - Programming ? ?! Visiting – Episodic / Surge Visiting – Recurring ? Satellite ? Collaborative Deliver only workshops and programs on a semi- frequent basis Deliver 1:1 and group services at peak times (e.g. end of semester) Deliver 1:1 and group services on a frequent, recurring basis Deliver 1:1 and group services during many Center hours Deliver services during all Center hours, require office space tactic
  53. 53. 53brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. what’s next: phygital Role of Digital save time discover opportunities extend the experience better matchmaking self-service continuous improvement
  54. 54. 54brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. how can you ENGAGE staff to look beyond the library and provide new services, in new ways?
  55. 55. 55brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved.
  56. 56. 56brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. midtown NYC campus visioning and programming Mid-Manhattan Library Bryant Park Storage Facility Schwarzman Bldg.
  57. 57. 57brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. dscout mission: service safaris
  58. 58. 58brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. service safaris results
  59. 59. 59brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. 5 Es of experience tactic Entice Enter Engage Exit Extend How you get people to engage and/or visit the library and what happens before people “enter.” What happens as the experience begins; how people get oriented, how people discover what’s available. The interactions among people, tech, info, and spaces which make up the core of the experience. How the experience ends and people exit a space, tool, platform or space. How the experience is extended after people exit – digitally and physically. 5Es by Conifer Research
  60. 60. 60brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. what’s next: enhanced experiences Updated app 15,000 Free Literacy Kits Outdoor Reading Room Note: These are selected projects representative of user-experience focus. Not affiliated with brightspot work
  61. 61. 61brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. teasers
  62. 62. 62brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. how can you understand and reward your most LOYAL users?
  63. 63. 63brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. HAMMER Plus loyalty program
  64. 64. 64brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. how can you fund CHANGE to showcase people and projects?
  65. 65. 65brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. small grant programs and showcases
  66. 66. 66brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. how can you proactively ORIENT users instead of waiting for questions?
  67. 67. 67brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. orientation tours
  68. 68. 68brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. get started planning libraries for a new age! Role Loyalty Research Offering Change Partner Experience Orientation Engage Transformations Tactics Teasers
  69. 69. 69brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. final thought: work outside-in and inside-out brightspot analysis in collaboration w/ Victor Nwankwo Understanding, adapting to, and meeting users’ needs with innovative spaces and services is only possible with a satisfied, engaged, and high- performing staff. Gallup's Q12 meta analysis has shown that companies in the companies in the top quartile had 10% higher customer ratings, 22% higher profitability, and 21% higher productivity and that of the American workforce only ~30% of employees are engaged, ~50% are not engaged, and ~20% are disengaged.
  70. 70. 70brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. questions?
  71. 71. 71brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. Follow-up to Q&A: How can I get started with organizational change?
  72. 72. 72brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. diffusion of innovations Internally motivated to change Inspired by the new and influenced by the media Adopt if practical and has been successful in practice Jumps in when sees “everybody” is doing it Waits until forced to adopt
  73. 73. 73brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. Rogers’ 5 factors of adoption 1.  Observability: can I see someone use/interact with it? 2.  Triability: How easy is it to try out? 3.  Complexity: how easy is it to understand? 4.  Compatibility: how compatible is it with what I’m already using? 5.  Relative advantage: what advantage does it have over what I’m already using? Diffusion of Innovations
  74. 74. 74brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. thank you! elliot@brightspotstrategy.com www.brightspotstrategy.com @elliotfelix @brightspotter
  75. 75. 75brightspot strategy Rethink it: Libraries for a New Age©2015. All Rights Reserved. image credits All brightspot client logos are property of their respective owners Inquiry Labs photo courtesy UCLA libraries NCSU Hunt Library image courtesy of Snohetta Georgia Tech Library “Store” image courtesy of BNIM Architects All Delta logos and images property of Delta Airlines All CVS logos and images property of CVS health AirBNB app tour screenshot from http://www.dtelepathy.com/blog/design/ux-flows-how-when-to-design-app-walkthrough Hammer Plus image from http://hammer.ucla.edu Barger Leadership Institute Images from http://www.lsa.umich.edu/bli/

×