Downloaded 13 times
Uploaded byMonica Harris
Advancing the User Experience
The document discusses how libraries are evolving to enhance user experiences and adapt to technological changes in education and community needs. It highlights the disparity in resources between teachers in higher and lower-income areas, the extensive use of technology by teachers, and how libraries are reimagining their roles with a focus on customer service and collaboration. Several case studies, including Anythink Libraries and Oak Park Public Library, illustrate innovative practices and the importance of participatory approaches in engaging with the community.
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 welcomethe 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
- 9.
- 10. What is different? What isthe same?
- 12.
- 13. How has the worldaround us changed?
- 16. S&P Home ValueIndex
- 22. 70% of teachersworking 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.
- 33.
- 38.
- 44. World of Beerand Loyalty Clubs
- 45.
- 47. Strawberry Tree solarpowered public charging trees developed by University of Belgrade
- 55.
- 58. "It used tobe 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 atDrexel University Library in Philadelphia
- 61. Westport Public LibraryMakerspace
- 65. What does thelibrary of the future look like?
- 70. Case Study 1: AnythinkLibraries in suburban Denver, CO
- 72. Anythink in Rangeview,Colorado
- 73. Core Competencies ofall 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.
- 74. Shelver becomes Wrangler: part product placement, part inventorycontrol, part display technician
- 75. Library Assistant/Circ Desk becomes Concierge : part customer service,part technology troubleshooting, part product promotion
- 76. Librarian becomes Guide: part customer education, part reference advocate,part event planning
- 77. Case Study 2: OakPark Public Library in Oak Park, IL
- 78.
- 79.
- 80.
- 81. Focused on Materials- 2013
- 82.
- 83.
- 84.
- 85.
- 87.
- 89.
- 91. How do wedesign this?
- 92. Ask for their feedback
- 94. Santa Cruz Museumof Art and History
- 95. Santa Cruz Museumof Art and History
- 96. Offer contests, gam es, and opportunities with intrinsic value
- 101. We worked on Connection
- 103.
- 135.
- 136. Why Support Staff isour Biggest Brand Asset.
- 137. Questions? Monica Harris Customer ServiceManager Oak Park Public Library Oak Park, IL Email: mharris@oppl.org Twitter: @showlola