Why Public Libraries Must Use Customer Experience To Improve Services for Their Communities ( Library Blogs Buzz Weekly)
Customer Experience is often defined as “the product of an interaction between an organization and a customer over the duration of their relationship.” This interaction consists of three parts: the customer journey, the library service touchpoints the customer interacts with, and the environments the customer experiences, (including the user experience with specific products like the library website ) during their overall experience. In order for the customer experience to be effective, customer experience must be managed and library customers must be actively involved and engaged in the development of new library services. To better understand customer experience and why libraries must use it to improve services for their communities, take a look at this presentation on “Fourteen Reasons Why Federal Agencies Must Improve Their Customer Experience” by Rick Parrish, Senior Analyst at Forrester Research.
Harvard Business Review on “How Employees Shaped Strategy at the New York Public Library” (INFOdocket)
Kudos to NYPL on engaging staff with strategic initatives. The library’s management team created three innovation communities with each one focusing on a core library function: circulation, collections, and reference. Each community was structured as three embedded circles. The smallest was the “core team” consisting of five to seven staff members from each of the three boroughs served (the Bronx, Staten Island and Manhattan). Their expectation was to spend about a day a week for the next six months on the identification, design, and testing of a business model innovation.The next larger circle was made up of “testers,” approximately fifty staff members who piloted the solutions. Finally, all staff were invited to be “conversationalists” and participate by providing their ideas, critiques, expertise, and encouragement.”
COMPUTERS IN LIBRARIES: Texas A&M University-Commerce Libraries: Check Out Our State-of-the-Art Virtual Learning Lab ( Computers in Libraries)
“The Virtual Learning Lab was created with the needs of an academic library in mind, but given the educational applications of the zSpace K–12 STEM pack—which is perfect for use in public schools—and the popularity of makerspaces and similar creative services across all types of libraries, almost any library could find that a Virtual Learning Lab, or similar endeavor, is applicable to their situation. There is no doubt that 3D and VR technology is increasingly mainstream, and the quicker libraries accept that, the sooner patrons of all backgrounds and situations can have access to this incredible tech that will be impacting the way in which we live on a daily basis, in our schools and in our homes. As any early adopter knows, the price of catching technology as it hits the market is not cheap. But consider the fact that libraries are preparing patrons for the future and introducing them to technologies that they may have no other way of accessing. That impact is priceless.”
Becoming an Open Library Leader | Leading from the Library ( Library Journal)
“The basic premise is that open leaders are authentic and transparent. Their work is guided by those two primary qualities, yet they retain the organizational control necessary to avoid dysfunction. What does that mean in practice? Leaders are open about their vision, the roadmap to get there, and what defines success. Staff participate to shape the outcome and share responsibility to achieve it. The democratic leadership style is the primary vehicle for giving staff more ownership of organizational decision making”
Maine State Library study finds that Librarian is one of the most trusted professions
“A recent survey by the Maine State Library shows that librarians are the second most trusted professionals out of the 22 professions studied. The purpose of this research was to determine the perceived trustworthiness of librarians compared to other professions and to assess perceptions of librarians across demographic groups.The only profession viewed as more trustworthy is nursing”
“The Columbus Metropolitan Library is the most recent library system to stop fines as a way to get patrons to return overdue books and other materials.The library board approved the measure, which will take effect on Jan. 1, on Thursday.”
LJ’s Best Books of 2016 ( Library Journal)
“A jury of our peers discussed, debated, disagreed, and finally declared LJ’s annual Top Ten Best Books of the year, selected by our editors, as well as Top Five lists for genre fiction, nonfiction, poetry, graphic novels, and SELF-e titles”
Making the Library an Asset for Your Local Elected Officials ( Stephen’s Lighthouse)
A must see article from Library Journal for every library administrator who wants to find out how to nurture their relationship with elected officials by offering library research services, calculating taxpayer return on investment (ROI) and creating effective infohraphics and marketing campaigns.
Iowa startup Terva wants to be Zillow for farmland ( Reserach Buzz)
“When you’re looking to buy residential property, it’s easy to use a site like Zillow to find out almost everything you would want to know about a home. If you’re a farmer looking to expand your acreage, the process isn’t quite as simple. The Ames startup Terva is hoping to simplify the process and to become the destination site for agricultural real estate.”
Libraries Deliver: Ambition for Public Libraries in England 2016 to 2021 ( Stephen’s Lighthouse)
“Nearly 60% of the population holds a current library card; in the financial year 2014 to 2015, libraries in England received 224.6 million physical visits, more than visits to Premier League football games, the cinema, and the top 10 UK tourist attractions combined. This report challenges both central and local government to think and act differently to transform library services. Libraries should be integral to all public service strategies. They must demonstrate their value to service commissioners – promoting themselves as an asset not a cost. In turn, we are urging commissioners to consider a ‘libraries first’ approach when planning services for their communities.
Deep Web Research and Discovery Resources 2017 ( LLRX)
“The Deep Web covers trillions of pages of information in various files and formats that the current search engines on the internet either cannot find or have difficulty indexing in their respective search results. This report and guide by internet guru Marcus P. Zillman provides researchers with a comprehensive and wide ranging bibliography of “deep web” data, information, documents, code, papers, applications and cutting edge tools. They may be used individually, in groups and in combination, as key drivers to build approaches and queries to harness knowledge and information services that create strategic, actionable results for your clients, users and customers, across all communities of best practice.”
- People are turned off by too many promotional posts
- People like it when you show personality
- People don’t like it when you’re too quiet!
- They’ll follow you if they are interested in what you’re doing (well … duh)
Big reminder – don’t use social media as a broadcast medium where you primarily post promotions. Social media channels are used to start conversations – not post billboards.”
ChaCha closes its doors ( Phil Bradley’s weblog)
“A human moderated search engine is one where you can ask your question, and it will be passed onto a real live person to give you an answer. In total ChaCha answered about 2.25 billion questions, had 100,000 guides and employed about 440 people. At its peak it had about 370 million page views in August 2012, and this had dropped to 6 million in November 2016. It really does seem that this type of engine doesn’t work. Mahalo tried and failed, as did TrueKnowledge and we’re currently left with AskJelly and Answerbag with probably the best being WikiAnswers.”
LexisNexis to Retire lexis.com Service, Upgrade Customers to Lexis Advance Legal Information Solution Over Next 12 Months ( Library Stuff)
““LexisNexis®announced today that it will retire its legacy online legal research service, lexis.com® and upgrade U.S. legal professionals to the company’s Lexis Advance® solution.Lexis Advance is an innovative legal information solution offering with an impressive array of content, current awareness, analytics and decision tools. The time is right to retire lexis.com and open up the significant advantages of Lexis Advance to all of our customers.”
Online Learning: Coursera’s Most Popular Courses and Specializations of 2016
The free online learning platform Coursera offers 1,800 courses and specializations Take a look at 2016 most popular courses and specializations .
Say Hello to Hoaxy: “Indiana University Researchers Launch Tool to Understand Spread of Fake News” (INFOdocket)
“The tool, called Hoaxy, visualizes how claims in the news — and fact checks of those claims — spread online through social networks. The tool is built upon earlier work at IU led by Filippo Menczer, a professor and director of the Center for Complex Networks and Systems Research in the IU School of Informatics and Computing.”
Brand new, $32.4 million Elmhurst Community Library opens (Times Ledger)
I am very proud with the opening of our new 32,000 square feet Elmhurst Community Library with additional “13,000 square feet of outdoor space with two green roofs, a learning garden and features a sleek and modern glass cube reading room. Construction of the new terraclad structure began in 2011 and it replaces the smaller library built in 1906.”
Notable Lectures & Presentations: Library of Congress, Arnold Hirshon, Tara Radniecki, Chrissy Klenke, Sue Mehrer, Andy Priestner
VIDEO of “BIBFRAME on the Move” Event at Library of Congress ( Library Journal)
Video presentation from Library of Congress on the BIBFRAME linked data initative.
Key trends in academic libraries (Lone Wolf Librarian)
Arnold Hirshon, Associate Provost and University Librarian at Case Western Reserve University identifies key trends in academic libraries.
Beyond Books: How Libraries of the Digital Age Can Foster Innovation and Entrepreneurship (Lone Wolf Librarian)
Chrissy Klenke and Tara Radniecki from University of Nevada on how their academic library is fostering innovation.
From industry to academia: user-centred design driving library service innovation (Lone Wolf Librarian)
Sue Mehrer, Deputy Librarian and Andy Priestner Futurelib Programme Manager at Cambridge University Library highlight the development of Spacefinder web service using
customer experience and user design techniques.
TED Talks: How AI can bring on a second Industrial Revolution (Lone Wolf Librarian)
Kevin Kelly, executive editor of Wired magazine on how Artificial intelligence (AI) can bring on a second Industrial Revolution.
An Introduction to the Digital Public Library of America (dp.la) (Lone Wolf Librarian)
A webinar introducing the Digital Library of America (DPLA) organized by the Arizona Library Association.