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Alaska Library Association| February 28, 2019| Peter Bromberg | peterbromberg.com
Warm Up
Why Are
We Here
Today?
Let’s start with a question
What world are
we living in?
A world that is becoming
“Deeply Weird”
let’s explore that...
Israel
(my grandad)
Anna
(my great aunt)
Moldova
Permanent Whitewater
v.
Freeze, Unfreeze, Refreeze
http://www.flickr.com/photos/nukeit1/244167779/
Kurt Lewin
Unfreezing feels like this
And you knooooow
something is
happening here…
but you don’t
know what it is…
And it sounds… like this
Do yooouu… Mr. Jones?
“I think that the future, even
10 or 20 years out, is going
to get deeply weird.
It’s going to challenge us,
as a species, in ways that
we’ve not had to confront
in our long evolution. ”
- Michael Edson, Sept 6, 2011
Co-founder at Museum for the United Nations – U.N. Live
Formerly: Director of Web and New Media Strategy Smithsonian Institution
"I think that when I was first reading
science fiction, which would
have been in the late 1950's,
the consensual 'now'
was 3 or 4 years long,
and with 3 or 4 years of
relatively unchanging 'now'
a writer of science fiction had the
space in which to erect something.
“With that long a 'now' you
could build a relatively big
structure before that now
hauled itself into the future that
made your big
structure obsolete.
But today, now can feel like a
news cycle. It's like the now is
too narrow to allow for that big a
construct.
We have too many
cards in play to casually
erect
believable futures
- William Gibson
believable futures
its microphones will allow people to make phone
calls, turn lights on and off and a tiny camera
makes videoconferencing possible.
… voice commands and intelligent assistants
will be primary ways that people interact with
technology… perhaps more vital than touch
screens and keyboards.
believable futures
believable futures
Screen shots from NYTimes Personal Tech update 9/28/17 nytimes.com/newsletters/2017/09/28/personal-tech?nlid=46829825
believable futures
Participants can handle objects and
— as avatars —
even pass them between
one another.
“A shared experience is what makes the
lasting emotional impact”
– Bruce Vaughn, CEO, Dreamscapes
believable futures
“The program, developed by a company called
Amadeus, encountered problems
as a result of what Amadeus called
a “network issue.”
Amadeus software is used by 189 airlines.
Failures of such systems, which are crucial
to the operation of both an airline and an airport,
have hit carriers in the past.
And yet even more…. believable futures
And yet even more…. believable futures
And yet even more…. believable futures
Google Duplex, a new technology for
conducting natural conversations to carry
out “real world” tasks over the phone. The
system makes the conversational
experience as natural as possible, allowing
people to speak normally, like they would to
another person, without having to adapt to
a machine.
Listen: www.gstatic.com/b-g/DMS03IIQXU3TY2FD6DLPLOMBBBJ2CH188143148.mp3
And yet even more…. believable futures
Listen: www.gstatic.com/b-g/DMS03IIQXU3TY2FD6DLPLOMBBBJ2CH188143148.mp3
Google Duplex, a new technology for
conducting natural conversations to carry
out “real world” tasks over the phone. The
system makes the conversational
experience as natural as possible, allowing
people to speak normally, like they would to
another person, without having to adapt to
a machine.
And yet even more…. believable futures
The Good?
The Six Reasons
1. Easy and hands-free
2. Search the internet without a screen
3. Stay connected with loved ones
4. Help around the house (turn off lights)
5. A personal archive (reminders)
6. Hours of entertainment
And yet even more…. believable futures
The Good?
And yet even more…. believable futures
The Bad
“Nike self-lacing shoes put a ton of tech under your feet”
And yet even more…. believable futures
The “say what now”?
And yet even more…. believable futures
The “say what now”?
“The partnership will introduce a
‘frictionless’ experience
for customers”
“The partnership will introduce a
‘frictionless’ experience
like this??
Deeply
Weird…
“That’s the kind of change
we’re experiencing now:
exponential, fast,
continuous; global in
scale, accelerating
in speed, and
enormous in scope.
“Anyone [reading this] has already
seen more change in their
lifetime— of broader scope, larger
scale, and
faster speed  — than
our ancestors saw in
hundreds, thousands,
or even tens of
thousands of years.
“And even though this kind of
change is happening all
around
us, every day,
we seem unprepared
to recognize and
harness it —  to discuss,
manage, and shape it.
“And we’re just getting started—
 just beginning
to chart the surface
of what will come.”
-Michael Edson
April 6, 2017, “Forward to the Age of Scale”
(Post on Medium)
https://medium.com/@mpedson/forward-to-the-age-of-scale-3638dfd17f4a
Exponentially
Accelerating
Pace ofChange
Deeply Weird =
https://www.slideshare.net/InsightInnovation/02-1120-am-keeping-up-the-rapid
The surprising implications of the
law of accelerating returns
“The acceleration of acceleration: It’s a bit like
climbing a mountain and receiving a jetpack.”
Singularityhub.com https://singularityhub.com/2016/03/22/technology-feels-like-its-accelerating-because-it-actually-is/
The surprising implications of the
law of accelerating returns
Singularityhub.com https://singularityhub.com/2016/03/22/technology-feels-like-its-accelerating-because-it-actually-is/
Ray Kurzweil wrote in 2001 that
every decade our overall rate of
progress was doubling
“We won’t experience 100 years
of progress in the 21st century --
it will be more like 20,000 years of
progress (at today’s rate).”
The surprising implications of the
law of accelerating returns
what got us here
won’t get us there
…
so how do we
deliver on our mission
in a
DEEPLY WEIRD
WORLD?
what got us here
won’t get us there
…
so how do we
deliver on our mission
in a
DEEPLY WEIRD
WORLD?
What doesn’t change?
Values and Mission
What changes?
Tools, Methods, and Techniques
Start with…
Values
Outcomes
Experiences
Surviving and Thriving
[Futureproofing]
Start With Values
Start With Values
Start With Values
Focus on Outcomes
“If you don’t know
where you are
going you might
wind up someplace
else”
Focus on Outcomes
Create Experiences
Create Experiences
Create Experiences
Create Experiences
Create Experiences
Create Experiences
Create Experiences
https://www.youtube.com/watch?v=QOm6wJdcnU0
Outcomes
are the
observable difference
we make in peoples’ lives
Experiences
are the
quality and emotional resonance
of those outcomes.
Outcome
Flickr User mliu92 https://www.flickr.com/photos/mliu92/5417248829 (CC BY-SA 2.0)
Les Madeleines
Experience
Outcome
Friday Pattern Company
Experience
Friday Pattern Company
“It was such a nice
surprise, I wasn’t
expecting that…
“So many people
posted it to
instagram with a
“
Outcome
Elizabeth Suzann
Experience
Elizabeth Suzann
Outcome
Experience
or
Experience
or
Engagement
Apply the principles of
To create elevated experiences…
Surviving and Thriving
Futureproofing
Photo courtesy flickr user butterfingers laura (CC BY-NC 2.0)
http://www.flickr.com/photos/10331381@N08/2265117096/
Photo courtesy flickr user mahalie (CC BY-NC 2.0)
http://www.flickr.com/photos/18773952@N00/123621912
Creating Engaging Experiences
https://www.youtube.com/watch?v=2lXh2n0aPyw
Creating Engaging Experiences
https://www.youtube.com/watch?v=2lXh2n0aPyw
Photo courtesy flickr user butterfingers laura (CC BY-NC 2.0)
http://www.flickr.com/photos/10331381@N08/2265117096/
Photo courtesy flickr user mahalie (CC BY-NC 2.0)
http://www.flickr.com/photos/18773952@N00/123621912
Fifth Principle: Social Connection
Every Choice…
Every Decision…
Every Discussion…
Keep People
at the Center
Surviving and Thriving
Futureproofing
Keeping People at the Center Shifts
Your Approach
Keeping People at the Center Shifts
Your Approach
CULTIVATE
a learning mindset
(be radically curious)
LET GO OF
long range planning
2018
available at www.dropbox.com/sh/qjd414qqvsexg2b/AACGRROBdLH7cy9ZQMN2modka?dl=0
EMBRACE
capacity-building
(capacity to learn and adapt)
Service Design
Service Design
The illiterate of the 21st
century will not be those who
cannot read and write,
but those who cannot learn,
unlearn, and relearn.
-Alvin Toffler, Future Shock
PAY ATTENTION
We have to
in a fundamentally
DIFFERENT WAY
Directed Storytelling: “My World” Map
• Ask about people in their life
• Ask about activities
• How do you spend your time?
• Organizations? Services?
• Places in your Life. Where do you go?
• Ask about their goals. “I want to...”
• What barriers do they face?
• What can the Library help with?
• What can the Library help you become?
Directed Storytelling: “My World” Map
Directed Storytelling: You and the Library
The Library is… At the Library We…
The last time at To meet my needs,
the Library … the library could…
Directed Storytelling: You and the Library
Customer Journey Maps
A moment-by-moment description of a specific library
experience: Focus on doing, thinking, and feeling
Customer Intercepts
(CC BY 2.0) Flickr User VIA Agency https://www.flickr.com/photos/54841332@N05/14127338451/
Customer Intercepts
Experience Principles (as defined by customers)
Customer Intercepts
Experience Principles (as defined by customers)
Customer Experience
principles are
not a set of rules
They are a
flexible framework
for staff.
What are the aspirations
and needs of our patrons
and community?
WE MUST CONTINUALLY ASK…
Top priorities?
Where we’re rockin’ it
Barriers we’re facing…
We’d throw a party if…
The Library could support
us by…
OUTCOMES and
EXPERIENCES
WE MUST CONTINUALLY ASK…
what
are we wanting to create
and
FOR WHOM?
We step into the
unknown together
Choosing to act on ‘what
matters’ is the choice to
live a
passionate existence
- Peter Block
We Get to Decide
Thank you!
http://www.flickr.com/photos/darwinbell/2602728681
And yet even more…. believable futures
Why Are
You Here
Today?

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