SlideShare a Scribd company logo

Advancing the User Experience

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.

1 of 137
Download to read offline
Advancing the User
Experience:
 How Libraries Today are
Changing for the Better


                  Monica Harris
             Customer Service Manager
              Oak Park Public Library
                   Oak Park, IL
"We must welcome the future, remembering that soon it
        will be the past; and we must respect the
past, remembering that it was once all that was humanly
              possible." - George Santayana
Advancing the User Experience
Advancing the User Experience
Advancing the User Experience
Advancing the User Experience

Recommended

Libraries as Community Spaces: The Importance of Participatory Space
Libraries as Community Spaces: The Importance of Participatory SpaceLibraries as Community Spaces: The Importance of Participatory Space
Libraries as Community Spaces: The Importance of Participatory SpaceMonica Harris
 
Millennials Rising: Programming and Collections for the Next Generation of Li...
Millennials Rising: Programming and Collections for the Next Generation of Li...Millennials Rising: Programming and Collections for the Next Generation of Li...
Millennials Rising: Programming and Collections for the Next Generation of Li...Monica Harris
 
Participatory Libraries and Idea Box
Participatory Libraries and Idea BoxParticipatory Libraries and Idea Box
Participatory Libraries and Idea BoxMonica Harris
 
Getting More with Less: Innovative Volunteer Opportunities for Teens
Getting More with Less: Innovative Volunteer Opportunities for TeensGetting More with Less: Innovative Volunteer Opportunities for Teens
Getting More with Less: Innovative Volunteer Opportunities for TeensMonica Harris
 
Snapshot: Trendspotting and Modeling for the Next Generation of Library Users
Snapshot: Trendspotting and Modeling for the Next Generation of Library UsersSnapshot: Trendspotting and Modeling for the Next Generation of Library Users
Snapshot: Trendspotting and Modeling for the Next Generation of Library UsersMonica Harris
 
Effects of Technological Device to Students
Effects of Technological Device to StudentsEffects of Technological Device to Students
Effects of Technological Device to StudentsKollins Lolong
 
Uoft young adult services
Uoft young adult servicesUoft young adult services
Uoft young adult servicesStephen Abram
 

More Related Content

Similar to Advancing the User Experience

Texas statelibraryss
Texas statelibraryssTexas statelibraryss
Texas statelibraryssStephen Abram
 
Introducing e-Learning and MOOCs in Pakistani Schools
Introducing e-Learning and MOOCs in Pakistani SchoolsIntroducing e-Learning and MOOCs in Pakistani Schools
Introducing e-Learning and MOOCs in Pakistani SchoolsMariaRayed
 
School Leaders "Speak Up" about Student Achievement, Emerging Technologies an...
School Leaders "Speak Up" about Student Achievement, Emerging Technologies an...School Leaders "Speak Up" about Student Achievement, Emerging Technologies an...
School Leaders "Speak Up" about Student Achievement, Emerging Technologies an...Julie Evans
 
How are students actually using technology?
How are students actually using technology?How are students actually using technology?
How are students actually using technology?Jisc
 
Learning Everywhere - The hype vs the reality in the NHS
Learning Everywhere - The hype vs the reality in the NHSLearning Everywhere - The hype vs the reality in the NHS
Learning Everywhere - The hype vs the reality in the NHSRichard Price
 
Melbourne officeevent
Melbourne officeeventMelbourne officeevent
Melbourne officeeventStephen Abram
 
Studying is life but Et is lifer
Studying is life but Et is lifer Studying is life but Et is lifer
Studying is life but Et is lifer KhymMarionJavier
 
Introduction to 20 Classroom Hacks For Education 4.0
Introduction to 20 Classroom Hacks For Education 4.0Introduction to 20 Classroom Hacks For Education 4.0
Introduction to 20 Classroom Hacks For Education 4.0Azmi Mohd Tamil
 
FETC 2019 Digital Vsion Satements
FETC 2019 Digital Vsion Satements FETC 2019 Digital Vsion Satements
FETC 2019 Digital Vsion Satements Julie Evans
 
International survey of veterinary students' digital literacies
International survey of veterinary students' digital literaciesInternational survey of veterinary students' digital literacies
International survey of veterinary students' digital literaciesVicki Dale
 
Wikivet Survey AMEE eLearning Symposium 2015 Presentation
Wikivet Survey AMEE eLearning Symposium 2015 PresentationWikivet Survey AMEE eLearning Symposium 2015 Presentation
Wikivet Survey AMEE eLearning Symposium 2015 PresentationNick Short
 
Value of public libraries in today's world i
Value of public libraries in today's world   iValue of public libraries in today's world   i
Value of public libraries in today's world ihjketron
 

Similar to Advancing the User Experience (20)

13 Things to Know About Teens and Technology
13 Things to Know About Teens and Technology13 Things to Know About Teens and Technology
13 Things to Know About Teens and Technology
 
The shifting Education Landscape: Networked Learning
The shifting Education Landscape: Networked LearningThe shifting Education Landscape: Networked Learning
The shifting Education Landscape: Networked Learning
 
Douglas county2
Douglas county2Douglas county2
Douglas county2
 
Libraries + Parents = Innovation and Success
Libraries + Parents = Innovation and SuccessLibraries + Parents = Innovation and Success
Libraries + Parents = Innovation and Success
 
Texas statelibraryss
Texas statelibraryssTexas statelibraryss
Texas statelibraryss
 
Week 8.pptx
Week 8.pptxWeek 8.pptx
Week 8.pptx
 
Introducing e-Learning and MOOCs in Pakistani Schools
Introducing e-Learning and MOOCs in Pakistani SchoolsIntroducing e-Learning and MOOCs in Pakistani Schools
Introducing e-Learning and MOOCs in Pakistani Schools
 
Geelong staffevent
Geelong staffeventGeelong staffevent
Geelong staffevent
 
School Leaders "Speak Up" about Student Achievement, Emerging Technologies an...
School Leaders "Speak Up" about Student Achievement, Emerging Technologies an...School Leaders "Speak Up" about Student Achievement, Emerging Technologies an...
School Leaders "Speak Up" about Student Achievement, Emerging Technologies an...
 
Libraries, Children, and Families
Libraries, Children, and FamiliesLibraries, Children, and Families
Libraries, Children, and Families
 
How are students actually using technology?
How are students actually using technology?How are students actually using technology?
How are students actually using technology?
 
Learning Everywhere - The hype vs the reality in the NHS
Learning Everywhere - The hype vs the reality in the NHSLearning Everywhere - The hype vs the reality in the NHS
Learning Everywhere - The hype vs the reality in the NHS
 
Melbourne officeevent
Melbourne officeeventMelbourne officeevent
Melbourne officeevent
 
Studying is life but Et is lifer
Studying is life but Et is lifer Studying is life but Et is lifer
Studying is life but Et is lifer
 
Introduction to 20 Classroom Hacks For Education 4.0
Introduction to 20 Classroom Hacks For Education 4.0Introduction to 20 Classroom Hacks For Education 4.0
Introduction to 20 Classroom Hacks For Education 4.0
 
FETC 2019 Digital Vsion Satements
FETC 2019 Digital Vsion Satements FETC 2019 Digital Vsion Satements
FETC 2019 Digital Vsion Satements
 
International survey of veterinary students' digital literacies
International survey of veterinary students' digital literaciesInternational survey of veterinary students' digital literacies
International survey of veterinary students' digital literacies
 
Wikivet Survey AMEE eLearning Symposium 2015 Presentation
Wikivet Survey AMEE eLearning Symposium 2015 PresentationWikivet Survey AMEE eLearning Symposium 2015 Presentation
Wikivet Survey AMEE eLearning Symposium 2015 Presentation
 
Millennials and Libraries
Millennials and LibrariesMillennials and Libraries
Millennials and Libraries
 
Value of public libraries in today's world i
Value of public libraries in today's world   iValue of public libraries in today's world   i
Value of public libraries in today's world i
 

Recently uploaded

Andreas Schleicher - 20 Feb 2024 - How pop music, podcasts, and Tik Tok are i...
Andreas Schleicher - 20 Feb 2024 - How pop music, podcasts, and Tik Tok are i...Andreas Schleicher - 20 Feb 2024 - How pop music, podcasts, and Tik Tok are i...
Andreas Schleicher - 20 Feb 2024 - How pop music, podcasts, and Tik Tok are i...EduSkills OECD
 
Ideotype concept and climate resilient crop varieties for future- Wheat, Rice...
Ideotype concept and climate resilient crop varieties for future- Wheat, Rice...Ideotype concept and climate resilient crop varieties for future- Wheat, Rice...
Ideotype concept and climate resilient crop varieties for future- Wheat, Rice...AKSHAYMAGAR17
 
Biology 152 - Topic Statement - Boolean Search
Biology 152 - Topic Statement - Boolean SearchBiology 152 - Topic Statement - Boolean Search
Biology 152 - Topic Statement - Boolean SearchRobert Tomaszewski
 
Plant Genetic Resources, Germplasm, gene pool - Copy.pptx
Plant Genetic Resources, Germplasm, gene pool - Copy.pptxPlant Genetic Resources, Germplasm, gene pool - Copy.pptx
Plant Genetic Resources, Germplasm, gene pool - Copy.pptxAKSHAYMAGAR17
 
2.22.24 Black Nationalism and the Nation of Islam.pptx
2.22.24 Black Nationalism and the Nation of Islam.pptx2.22.24 Black Nationalism and the Nation of Islam.pptx
2.22.24 Black Nationalism and the Nation of Islam.pptxMaryPotorti1
 
Organic Synthesis and Estimation of Functional Groups
Organic Synthesis and Estimation of Functional GroupsOrganic Synthesis and Estimation of Functional Groups
Organic Synthesis and Estimation of Functional GroupsDr.M.Geethavani
 
11 CI SINIF SINAQLARI - 9-2023-Aynura-Hamidova.pdf
11 CI SINIF SINAQLARI - 9-2023-Aynura-Hamidova.pdf11 CI SINIF SINAQLARI - 9-2023-Aynura-Hamidova.pdf
11 CI SINIF SINAQLARI - 9-2023-Aynura-Hamidova.pdfAynouraHamidova
 
Dr.M.Florence Dayana-Cloud Computing-Unit - 1.pdf
Dr.M.Florence Dayana-Cloud Computing-Unit - 1.pdfDr.M.Florence Dayana-Cloud Computing-Unit - 1.pdf
Dr.M.Florence Dayana-Cloud Computing-Unit - 1.pdfDr.Florence Dayana
 
ICSE English Literature Class X Handwritten Notes
ICSE English Literature Class X Handwritten NotesICSE English Literature Class X Handwritten Notes
ICSE English Literature Class X Handwritten NotesGauri S
 
Overview of Databases and Data Modelling-2.pdf
Overview of Databases and Data Modelling-2.pdfOverview of Databases and Data Modelling-2.pdf
Overview of Databases and Data Modelling-2.pdfChristalin Nelson
 
Dr.M.Florence Dayana-Cloud Computing-unit - 4.pdf
Dr.M.Florence Dayana-Cloud Computing-unit - 4.pdfDr.M.Florence Dayana-Cloud Computing-unit - 4.pdf
Dr.M.Florence Dayana-Cloud Computing-unit - 4.pdfDr.Florence Dayana
 
GIÁO ÁN TIẾNG ANH GLOBAL SUCCESS LỚP 11 (CẢ NĂM) THEO CÔNG VĂN 5512 (2 CỘT) N...
GIÁO ÁN TIẾNG ANH GLOBAL SUCCESS LỚP 11 (CẢ NĂM) THEO CÔNG VĂN 5512 (2 CỘT) N...GIÁO ÁN TIẾNG ANH GLOBAL SUCCESS LỚP 11 (CẢ NĂM) THEO CÔNG VĂN 5512 (2 CỘT) N...
GIÁO ÁN TIẾNG ANH GLOBAL SUCCESS LỚP 11 (CẢ NĂM) THEO CÔNG VĂN 5512 (2 CỘT) N...Nguyen Thanh Tu Collection
 
Permeation enhancer of Transdermal drug delivery system
Permeation enhancer of Transdermal drug delivery systemPermeation enhancer of Transdermal drug delivery system
Permeation enhancer of Transdermal drug delivery systemchetanpatil2572000
 
Odontogenesis and its related anomiles.pptx
Odontogenesis and its related anomiles.pptxOdontogenesis and its related anomiles.pptx
Odontogenesis and its related anomiles.pptxMennat Allah Alkaram
 
Overview of Databases and Data Modelling-1.pdf
Overview of Databases and Data Modelling-1.pdfOverview of Databases and Data Modelling-1.pdf
Overview of Databases and Data Modelling-1.pdfChristalin Nelson
 
A LABORATORY MANUAL FOR ORGANIC CHEMISTRY.pdf
A LABORATORY MANUAL FOR ORGANIC CHEMISTRY.pdfA LABORATORY MANUAL FOR ORGANIC CHEMISTRY.pdf
A LABORATORY MANUAL FOR ORGANIC CHEMISTRY.pdfDr.M.Geethavani
 
Decision on Curriculum Change Path: Towards Standards-Based Curriculum in Ghana
Decision on Curriculum Change Path: Towards Standards-Based Curriculum in GhanaDecision on Curriculum Change Path: Towards Standards-Based Curriculum in Ghana
Decision on Curriculum Change Path: Towards Standards-Based Curriculum in GhanaPrince Armah, PhD
 
Digital Footprints to Career Pathways - Building a Strong Professional Online...
Digital Footprints to Career Pathways - Building a Strong Professional Online...Digital Footprints to Career Pathways - Building a Strong Professional Online...
Digital Footprints to Career Pathways - Building a Strong Professional Online...Sue Beckingham
 

Recently uploaded (20)

Andreas Schleicher - 20 Feb 2024 - How pop music, podcasts, and Tik Tok are i...
Andreas Schleicher - 20 Feb 2024 - How pop music, podcasts, and Tik Tok are i...Andreas Schleicher - 20 Feb 2024 - How pop music, podcasts, and Tik Tok are i...
Andreas Schleicher - 20 Feb 2024 - How pop music, podcasts, and Tik Tok are i...
 
Ideotype concept and climate resilient crop varieties for future- Wheat, Rice...
Ideotype concept and climate resilient crop varieties for future- Wheat, Rice...Ideotype concept and climate resilient crop varieties for future- Wheat, Rice...
Ideotype concept and climate resilient crop varieties for future- Wheat, Rice...
 
Biology 152 - Topic Statement - Boolean Search
Biology 152 - Topic Statement - Boolean SearchBiology 152 - Topic Statement - Boolean Search
Biology 152 - Topic Statement - Boolean Search
 
Plant Genetic Resources, Germplasm, gene pool - Copy.pptx
Plant Genetic Resources, Germplasm, gene pool - Copy.pptxPlant Genetic Resources, Germplasm, gene pool - Copy.pptx
Plant Genetic Resources, Germplasm, gene pool - Copy.pptx
 
2.22.24 Black Nationalism and the Nation of Islam.pptx
2.22.24 Black Nationalism and the Nation of Islam.pptx2.22.24 Black Nationalism and the Nation of Islam.pptx
2.22.24 Black Nationalism and the Nation of Islam.pptx
 
Organic Synthesis and Estimation of Functional Groups
Organic Synthesis and Estimation of Functional GroupsOrganic Synthesis and Estimation of Functional Groups
Organic Synthesis and Estimation of Functional Groups
 
Advance Mobile Application Development class 04
Advance Mobile Application Development class 04Advance Mobile Application Development class 04
Advance Mobile Application Development class 04
 
11 CI SINIF SINAQLARI - 9-2023-Aynura-Hamidova.pdf
11 CI SINIF SINAQLARI - 9-2023-Aynura-Hamidova.pdf11 CI SINIF SINAQLARI - 9-2023-Aynura-Hamidova.pdf
11 CI SINIF SINAQLARI - 9-2023-Aynura-Hamidova.pdf
 
Dr.M.Florence Dayana-Cloud Computing-Unit - 1.pdf
Dr.M.Florence Dayana-Cloud Computing-Unit - 1.pdfDr.M.Florence Dayana-Cloud Computing-Unit - 1.pdf
Dr.M.Florence Dayana-Cloud Computing-Unit - 1.pdf
 
Lipids as Biopolymer
Lipids as Biopolymer Lipids as Biopolymer
Lipids as Biopolymer
 
ICSE English Literature Class X Handwritten Notes
ICSE English Literature Class X Handwritten NotesICSE English Literature Class X Handwritten Notes
ICSE English Literature Class X Handwritten Notes
 
Overview of Databases and Data Modelling-2.pdf
Overview of Databases and Data Modelling-2.pdfOverview of Databases and Data Modelling-2.pdf
Overview of Databases and Data Modelling-2.pdf
 
Dr.M.Florence Dayana-Cloud Computing-unit - 4.pdf
Dr.M.Florence Dayana-Cloud Computing-unit - 4.pdfDr.M.Florence Dayana-Cloud Computing-unit - 4.pdf
Dr.M.Florence Dayana-Cloud Computing-unit - 4.pdf
 
GIÁO ÁN TIẾNG ANH GLOBAL SUCCESS LỚP 11 (CẢ NĂM) THEO CÔNG VĂN 5512 (2 CỘT) N...
GIÁO ÁN TIẾNG ANH GLOBAL SUCCESS LỚP 11 (CẢ NĂM) THEO CÔNG VĂN 5512 (2 CỘT) N...GIÁO ÁN TIẾNG ANH GLOBAL SUCCESS LỚP 11 (CẢ NĂM) THEO CÔNG VĂN 5512 (2 CỘT) N...
GIÁO ÁN TIẾNG ANH GLOBAL SUCCESS LỚP 11 (CẢ NĂM) THEO CÔNG VĂN 5512 (2 CỘT) N...
 
Permeation enhancer of Transdermal drug delivery system
Permeation enhancer of Transdermal drug delivery systemPermeation enhancer of Transdermal drug delivery system
Permeation enhancer of Transdermal drug delivery system
 
Odontogenesis and its related anomiles.pptx
Odontogenesis and its related anomiles.pptxOdontogenesis and its related anomiles.pptx
Odontogenesis and its related anomiles.pptx
 
Overview of Databases and Data Modelling-1.pdf
Overview of Databases and Data Modelling-1.pdfOverview of Databases and Data Modelling-1.pdf
Overview of Databases and Data Modelling-1.pdf
 
A LABORATORY MANUAL FOR ORGANIC CHEMISTRY.pdf
A LABORATORY MANUAL FOR ORGANIC CHEMISTRY.pdfA LABORATORY MANUAL FOR ORGANIC CHEMISTRY.pdf
A LABORATORY MANUAL FOR ORGANIC CHEMISTRY.pdf
 
Decision on Curriculum Change Path: Towards Standards-Based Curriculum in Ghana
Decision on Curriculum Change Path: Towards Standards-Based Curriculum in GhanaDecision on Curriculum Change Path: Towards Standards-Based Curriculum in Ghana
Decision on Curriculum Change Path: Towards Standards-Based Curriculum in Ghana
 
Digital Footprints to Career Pathways - Building a Strong Professional Online...
Digital Footprints to Career Pathways - Building a Strong Professional Online...Digital Footprints to Career Pathways - Building a Strong Professional Online...
Digital Footprints to Career Pathways - Building a Strong Professional Online...
 

Advancing the User Experience

  • 1. Advancing the User Experience: How Libraries Today are Changing 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 the past, remembering that it was once all that was humanly possible." - George Santayana
  • 13. How has the world around us changed?
  • 16. S&P Home Value Index
  • 22. 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 tools in the classroom, compared with 50% of teachers working in the lowest income areas.
  • 23. 94% of AP and NWP teachers own a cell phone, slightly higher than the national figure of 88% for all U.S. adults
  • 24. 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
  • 25. 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
  • 26. 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
  • 27. 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
  • 28. 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
  • 29. 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
  • 30. 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
  • 31. 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 Despite their heavy tech use, 42% of AP and NWP teachers say their students usually know more than they do when it comes to using new digital technologies.
  • 32. 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 Despite their heavy tech use, 42% of AP and NWP teachers say 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.
  • 44. World of Beer and Loyalty Clubs
  • 47. Strawberry Tree solar powered public charging trees developed by University of Belgrade
  • 58. "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 that's where all the information was. Now, it's just the opposite. Information is everywhere, but nobody has any time. The rules have changed."
  • 59. MacBook Dispenser at Drexel University Library in Philadelphia
  • 65. What does the library of the future look like?
  • 70. Case Study 1: Anythink Libraries in suburban Denver, CO
  • 73. 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.
  • 75. Library Assistant/Circ Desk becomes Concierge : part customer service, part technology troubleshooting, part product promotion
  • 77. Case Study 2: Oak Park Public Library in Oak Park, IL
  • 78. 2010
  • 82. 2011
  • 83. 2012
  • 84. 2013
  • 91. How do we design this?
  • 92. Ask for their feedback
  • 94. Santa Cruz Museum of Art and History
  • 95. Santa Cruz Museum of Art and History
  • 96. Offer contests, gam es, and opportunities with intrinsic value
  • 101. We worked on Connection
  • 136. Why Support Staff is our Biggest Brand Asset.
  • 137. Questions? Monica Harris Customer Service Manager Oak Park Public Library Oak Park, IL Email: mharris@oppl.org Twitter: @showlola