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The Emotional Design of Libraries

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The Emotional Design of Libraries

  1. 1. The emotional design of libraries Musings from a recent arrival in Librarian-land Michael Lascarides Digital User Analyst, NYPL Presented to the Hawaii Library Association 5 November, 2010 twitter: @mlascarides, @nypl
  2. 2. Library nerd
  3. 3. “Digital User Analyst”
  4. 4. “Digital User Analyst”
  5. 5. “Digital User Analyst”
  6. 6. “Digital User Analyst”
  7. 7. Digital Physical
  8. 8. 87% of all catalog visits come from off-site
  9. 9. Mobile usage up over 16x in last 21 months
  10. 10. Digitally-mediatedphysical experiences
  11. 11. Experiences.
  12. 12. The bad news: People would rather pay for a goodexperience than endure a bad one for free
  13. 13. The good news:People would rather have for a goodexperience for free than pay for one
  14. 14. At least we’re not alone• Broadcast Media • Academic Journals• Newspapers • Universities• Magazines • Advertisers• The Music Industry • Film and Television• Textbook Publishers • Etc...
  15. 15. So, why do our patrons come to our library?
  16. 16. Students
  17. 17. Access and services
  18. 18. Love
  19. 19. Love of books
  20. 20. Love of music
  21. 21. Love of film
  22. 22. Love of theatre
  23. 23. Love of learning
  24. 24. Two emotional journeys
  25. 25. OK, Let’s try that again
  26. 26. Same physical experience, two emotional perspectives
  27. 27. Emotions are at the core of the library experience
  28. 28. No one forces you to go to the library
  29. 29. CASE STUDY:The Mid-Manhattan Library
  30. 30. Staff comments: “Crowded” “Poorly lit” “Run down”“Awful bathrooms” “Needs work”
  31. 31. Our assumption: StevenMid-Manhattan Schwarzman Building
  32. 32. We were, uh, wrong.
  33. 33. Actual Audience Share StevenMid-Manhattan Schwarzman Building
  34. 34. Our next assumption:MML patrons would goelsewhere if they could.
  35. 35. We were, uh,wrong again.
  36. 36. Survey: 2/3 of Mid-Manhattan patronswould not want to go toSASB if it had everything MML has.
  37. 37. Circulation? Nope. 48% of circ patrons willing to switch, vs.only 30% of space users
  38. 38. Patron comments: “Less touristy” “More accessible”“Easier to find stuff” “Better hours”“Can run in and out”
  39. 39. Sightlines to the city
  40. 40. Browse-ability.
  41. 41. SOME MORE STUFF: A smattering ofinteresting factoids.
  42. 42. Women far more likely to take survey from home
  43. 43. Who are the loudest patrons?
  44. 44. Businesspeople 3x more likely than students to want loud, social space
  45. 45. Who are the highest-tech patrons?
  46. 46. Businesspeople & tourists more likely to be early adopters of technologythan students or science fiction fans.
  47. 47. “If all of NYPLs research collection content wereavailable online, would you still visit the physical library?”
  48. 48. 84% say YES
  49. 49. “Be in aninspirational setting”
  50. 50. “Be in aninspirational setting” = 75,000 visits/year
  51. 51. TO WRAP UP:How can we make themost of the emotional connection?
  52. 52. Librarians performservices which are only getting more valuable
  53. 53. Libraries are“third places”
  54. 54. Concentrate on theexperiences which cannot be duplicated
  55. 55. Libraries are enginesfor letting communities find each other
  56. 56. Push the tension between “privacy” and “social”
  57. 57. “This is somethingfour-year-olds know: a screen that ships without a mouse ships broken.” -- Clay Shirky
  58. 58. Listen.
  59. 59. Have empathy.
  60. 60. Be surprised.
  61. 61. Thank You! Michael Lascarides DIgital User Analyst, NYPL Presented to ALA June 29, 2010twitter: @mlascarides, @nypl
  62. 62. CreditsStats from NYPL Strategy Office 2010 Research Library surveys unless otherwise noted.All images by Michael except the following Creative Commons materials:Bobst/NYU: http://www.flickr.com/photos/davidsilver/2584719166/NYPL Cross-section: http://digitalgallery.nypl.org/nypldigital/dgkeysearchdetail.cfm?imageID=805999Mid-Manhattan: Pedro Layant http://www.flickr.com/photos/layant/4175685725/MML Exterior: Utopian Branch http://www.flickr.com/photos/utopianbranch/3479262595/US Population: http://commons.wikimedia.org/wiki/File:Uspop.svgLinkshttp://nypl.orghttp://digitalgallery.nypl.orghttp://twitter.com

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