Bringing Customer Service Trends to Library Services

INSPIRING

INNOVATION

IN SERVICE

innovatelibs

OLASC17

Join the

Conversation

Our story

ldquoPatrons will judge the service they receive in

a library against comparable retail

experiences whether itrsquos a bookstore or

Apple store [ ] therersquos an expectation in

terms of how patrons interact with technology

[and staff]hellipthat they bring with them when

they enter the library For the library to

remain relevant and continue to engage their

users they have to step up their gamerdquo

Matt Enis ldquoMeet the Tabletariansrdquo Library Journal

MOBILE FIRST

MOBILE FIRSTldquoGood for our cataloguerdquo

ldquoUsers wonrsquot have to resize regular full size

catalogue or websiterdquo

ldquoWe need to make our library website

responsive ASAPrdquo

ldquoCould potentially increase use of our

services like My Library Accountrdquo

GOOGLE INDOOR MAPS

ldquoCould be across campus maprdquo

ldquoThis would save library staff a lot of timerdquo

ldquoIt would be awesome if we could get call s into itrdquo

ldquoIt could show users where our learning zones arerdquo

ldquoYes Duh- NOWrdquo

GOOGLE INDOOR MAPS

What did we learn

bull Stepping off point to developing innovative and user-centred services

bull Foundation in building culture of innovation

bull Taking risks

bull Value in failing

innovation n

aThe action of innovating the introduction of novelties the alteration of what is established by the introduction of new elements or forms daggerFormerly const of (the thing altered or introduced)

b Reacutevolution (= Latin novaelig res) Obs

Work + Play =

ldquoThe options for incorporating play into the library workplace are numerous but what is

most important is that libraries provide environments that allow employees to dreamrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoA rigid overly structured environment can squelch the possibility for spontaneity and

improvisation that lead to imaginative journeysrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoOnly libraries willing to step out of their comfort zone will thrive in the 21st

Centuryrdquo

Coleman amp Le May Public LIbraries (2016)

Barriers to Library Innovation

bullConflict between efficiency and new ideas

bullStructure of library work

bullLibraries are afraid to fail

bullLack of risk-taking behaviour

Jantz Ronald C Library amp Information Science Research (2012)

ldquoCulture eats strategy for breakfastrdquo

Peter Drucker Management Consultant

as quoted by Whitzman Journal of Urban Design (2016)

ldquoWithout a structure established and legitimized putting new ideas into

practice is proving difficultrdquo

ldquoOvercomingrdquo Accenture (2007)

Framework for Managing Innovation

1 Idea generation and identification

2 Concept development

3 Concept evaluation and selection

4 Development

5 Implementation

Du Preez and Louw IEEE Xplore (2008)

Needs and Drivers for InnovationNeeds Drivers

bull Integration between

Functions

bull Exploitation of new

innovations

bull Open Innovation

bull Market pull

bull Technology push

(IoT)

Trendwatching 101

bull Why rarr Discover new user expectations

bull Trends vs Fads

bull Be universal rarr Step outside the box of

library land

bull Hospitality retail technology

industries

bull It takes time make it a habit

bull Be curious and open minded

bull Donrsquot do it alone

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

innovatelibs

OLASC17

Join the

Conversation

Our story

ldquoPatrons will judge the service they receive in

a library against comparable retail

experiences whether itrsquos a bookstore or

Apple store [ ] therersquos an expectation in

terms of how patrons interact with technology

[and staff]hellipthat they bring with them when

they enter the library For the library to

remain relevant and continue to engage their

users they have to step up their gamerdquo

Matt Enis ldquoMeet the Tabletariansrdquo Library Journal

MOBILE FIRST

MOBILE FIRSTldquoGood for our cataloguerdquo

ldquoUsers wonrsquot have to resize regular full size

catalogue or websiterdquo

ldquoWe need to make our library website

responsive ASAPrdquo

ldquoCould potentially increase use of our

services like My Library Accountrdquo

GOOGLE INDOOR MAPS

ldquoCould be across campus maprdquo

ldquoThis would save library staff a lot of timerdquo

ldquoIt would be awesome if we could get call s into itrdquo

ldquoIt could show users where our learning zones arerdquo

ldquoYes Duh- NOWrdquo

GOOGLE INDOOR MAPS

What did we learn

bull Stepping off point to developing innovative and user-centred services

bull Foundation in building culture of innovation

bull Taking risks

bull Value in failing

innovation n

aThe action of innovating the introduction of novelties the alteration of what is established by the introduction of new elements or forms daggerFormerly const of (the thing altered or introduced)

b Reacutevolution (= Latin novaelig res) Obs

Work + Play =

ldquoThe options for incorporating play into the library workplace are numerous but what is

most important is that libraries provide environments that allow employees to dreamrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoA rigid overly structured environment can squelch the possibility for spontaneity and

improvisation that lead to imaginative journeysrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoOnly libraries willing to step out of their comfort zone will thrive in the 21st

Centuryrdquo

Coleman amp Le May Public LIbraries (2016)

Barriers to Library Innovation

bullConflict between efficiency and new ideas

bullStructure of library work

bullLibraries are afraid to fail

bullLack of risk-taking behaviour

Jantz Ronald C Library amp Information Science Research (2012)

ldquoCulture eats strategy for breakfastrdquo

Peter Drucker Management Consultant

as quoted by Whitzman Journal of Urban Design (2016)

ldquoWithout a structure established and legitimized putting new ideas into

practice is proving difficultrdquo

ldquoOvercomingrdquo Accenture (2007)

Framework for Managing Innovation

1 Idea generation and identification

2 Concept development

3 Concept evaluation and selection

4 Development

5 Implementation

Du Preez and Louw IEEE Xplore (2008)

Needs and Drivers for InnovationNeeds Drivers

bull Integration between

Functions

bull Exploitation of new

innovations

bull Open Innovation

bull Market pull

bull Technology push

(IoT)

Trendwatching 101

bull Why rarr Discover new user expectations

bull Trends vs Fads

bull Be universal rarr Step outside the box of

library land

bull Hospitality retail technology

industries

bull It takes time make it a habit

bull Be curious and open minded

bull Donrsquot do it alone

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

Our story

ldquoPatrons will judge the service they receive in

a library against comparable retail

experiences whether itrsquos a bookstore or

Apple store [ ] therersquos an expectation in

terms of how patrons interact with technology

[and staff]hellipthat they bring with them when

they enter the library For the library to

remain relevant and continue to engage their

users they have to step up their gamerdquo

Matt Enis ldquoMeet the Tabletariansrdquo Library Journal

MOBILE FIRST

MOBILE FIRSTldquoGood for our cataloguerdquo

ldquoUsers wonrsquot have to resize regular full size

catalogue or websiterdquo

ldquoWe need to make our library website

responsive ASAPrdquo

ldquoCould potentially increase use of our

services like My Library Accountrdquo

GOOGLE INDOOR MAPS

ldquoCould be across campus maprdquo

ldquoThis would save library staff a lot of timerdquo

ldquoIt would be awesome if we could get call s into itrdquo

ldquoIt could show users where our learning zones arerdquo

ldquoYes Duh- NOWrdquo

GOOGLE INDOOR MAPS

What did we learn

bull Stepping off point to developing innovative and user-centred services

bull Foundation in building culture of innovation

bull Taking risks

bull Value in failing

innovation n

aThe action of innovating the introduction of novelties the alteration of what is established by the introduction of new elements or forms daggerFormerly const of (the thing altered or introduced)

b Reacutevolution (= Latin novaelig res) Obs

Work + Play =

ldquoThe options for incorporating play into the library workplace are numerous but what is

most important is that libraries provide environments that allow employees to dreamrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoA rigid overly structured environment can squelch the possibility for spontaneity and

improvisation that lead to imaginative journeysrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoOnly libraries willing to step out of their comfort zone will thrive in the 21st

Centuryrdquo

Coleman amp Le May Public LIbraries (2016)

Barriers to Library Innovation

bullConflict between efficiency and new ideas

bullStructure of library work

bullLibraries are afraid to fail

bullLack of risk-taking behaviour

Jantz Ronald C Library amp Information Science Research (2012)

ldquoCulture eats strategy for breakfastrdquo

Peter Drucker Management Consultant

as quoted by Whitzman Journal of Urban Design (2016)

ldquoWithout a structure established and legitimized putting new ideas into

practice is proving difficultrdquo

ldquoOvercomingrdquo Accenture (2007)

Framework for Managing Innovation

1 Idea generation and identification

2 Concept development

3 Concept evaluation and selection

4 Development

5 Implementation

Du Preez and Louw IEEE Xplore (2008)

Needs and Drivers for InnovationNeeds Drivers

bull Integration between

Functions

bull Exploitation of new

innovations

bull Open Innovation

bull Market pull

bull Technology push

(IoT)

Trendwatching 101

bull Why rarr Discover new user expectations

bull Trends vs Fads

bull Be universal rarr Step outside the box of

library land

bull Hospitality retail technology

industries

bull It takes time make it a habit

bull Be curious and open minded

bull Donrsquot do it alone

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

ldquoPatrons will judge the service they receive in

a library against comparable retail

experiences whether itrsquos a bookstore or

Apple store [ ] therersquos an expectation in

terms of how patrons interact with technology

[and staff]hellipthat they bring with them when

they enter the library For the library to

remain relevant and continue to engage their

users they have to step up their gamerdquo

Matt Enis ldquoMeet the Tabletariansrdquo Library Journal

MOBILE FIRST

MOBILE FIRSTldquoGood for our cataloguerdquo

ldquoUsers wonrsquot have to resize regular full size

catalogue or websiterdquo

ldquoWe need to make our library website

responsive ASAPrdquo

ldquoCould potentially increase use of our

services like My Library Accountrdquo

GOOGLE INDOOR MAPS

ldquoCould be across campus maprdquo

ldquoThis would save library staff a lot of timerdquo

ldquoIt would be awesome if we could get call s into itrdquo

ldquoIt could show users where our learning zones arerdquo

ldquoYes Duh- NOWrdquo

GOOGLE INDOOR MAPS

What did we learn

bull Stepping off point to developing innovative and user-centred services

bull Foundation in building culture of innovation

bull Taking risks

bull Value in failing

innovation n

aThe action of innovating the introduction of novelties the alteration of what is established by the introduction of new elements or forms daggerFormerly const of (the thing altered or introduced)

b Reacutevolution (= Latin novaelig res) Obs

Work + Play =

ldquoThe options for incorporating play into the library workplace are numerous but what is

most important is that libraries provide environments that allow employees to dreamrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoA rigid overly structured environment can squelch the possibility for spontaneity and

improvisation that lead to imaginative journeysrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoOnly libraries willing to step out of their comfort zone will thrive in the 21st

Centuryrdquo

Coleman amp Le May Public LIbraries (2016)

Barriers to Library Innovation

bullConflict between efficiency and new ideas

bullStructure of library work

bullLibraries are afraid to fail

bullLack of risk-taking behaviour

Jantz Ronald C Library amp Information Science Research (2012)

ldquoCulture eats strategy for breakfastrdquo

Peter Drucker Management Consultant

as quoted by Whitzman Journal of Urban Design (2016)

ldquoWithout a structure established and legitimized putting new ideas into

practice is proving difficultrdquo

ldquoOvercomingrdquo Accenture (2007)

Framework for Managing Innovation

1 Idea generation and identification

2 Concept development

3 Concept evaluation and selection

4 Development

5 Implementation

Du Preez and Louw IEEE Xplore (2008)

Needs and Drivers for InnovationNeeds Drivers

bull Integration between

Functions

bull Exploitation of new

innovations

bull Open Innovation

bull Market pull

bull Technology push

(IoT)

Trendwatching 101

bull Why rarr Discover new user expectations

bull Trends vs Fads

bull Be universal rarr Step outside the box of

library land

bull Hospitality retail technology

industries

bull It takes time make it a habit

bull Be curious and open minded

bull Donrsquot do it alone

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

MOBILE FIRST

MOBILE FIRSTldquoGood for our cataloguerdquo

ldquoUsers wonrsquot have to resize regular full size

catalogue or websiterdquo

ldquoWe need to make our library website

responsive ASAPrdquo

ldquoCould potentially increase use of our

services like My Library Accountrdquo

GOOGLE INDOOR MAPS

ldquoCould be across campus maprdquo

ldquoThis would save library staff a lot of timerdquo

ldquoIt would be awesome if we could get call s into itrdquo

ldquoIt could show users where our learning zones arerdquo

ldquoYes Duh- NOWrdquo

GOOGLE INDOOR MAPS

What did we learn

bull Stepping off point to developing innovative and user-centred services

bull Foundation in building culture of innovation

bull Taking risks

bull Value in failing

innovation n

aThe action of innovating the introduction of novelties the alteration of what is established by the introduction of new elements or forms daggerFormerly const of (the thing altered or introduced)

b Reacutevolution (= Latin novaelig res) Obs

Work + Play =

ldquoThe options for incorporating play into the library workplace are numerous but what is

most important is that libraries provide environments that allow employees to dreamrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoA rigid overly structured environment can squelch the possibility for spontaneity and

improvisation that lead to imaginative journeysrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoOnly libraries willing to step out of their comfort zone will thrive in the 21st

Centuryrdquo

Coleman amp Le May Public LIbraries (2016)

Barriers to Library Innovation

bullConflict between efficiency and new ideas

bullStructure of library work

bullLibraries are afraid to fail

bullLack of risk-taking behaviour

Jantz Ronald C Library amp Information Science Research (2012)

ldquoCulture eats strategy for breakfastrdquo

Peter Drucker Management Consultant

as quoted by Whitzman Journal of Urban Design (2016)

ldquoWithout a structure established and legitimized putting new ideas into

practice is proving difficultrdquo

ldquoOvercomingrdquo Accenture (2007)

Framework for Managing Innovation

1 Idea generation and identification

2 Concept development

3 Concept evaluation and selection

4 Development

5 Implementation

Du Preez and Louw IEEE Xplore (2008)

Needs and Drivers for InnovationNeeds Drivers

bull Integration between

Functions

bull Exploitation of new

innovations

bull Open Innovation

bull Market pull

bull Technology push

(IoT)

Trendwatching 101

bull Why rarr Discover new user expectations

bull Trends vs Fads

bull Be universal rarr Step outside the box of

library land

bull Hospitality retail technology

industries

bull It takes time make it a habit

bull Be curious and open minded

bull Donrsquot do it alone

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

MOBILE FIRSTldquoGood for our cataloguerdquo

ldquoUsers wonrsquot have to resize regular full size

catalogue or websiterdquo

ldquoWe need to make our library website

responsive ASAPrdquo

ldquoCould potentially increase use of our

services like My Library Accountrdquo

GOOGLE INDOOR MAPS

ldquoCould be across campus maprdquo

ldquoThis would save library staff a lot of timerdquo

ldquoIt would be awesome if we could get call s into itrdquo

ldquoIt could show users where our learning zones arerdquo

ldquoYes Duh- NOWrdquo

GOOGLE INDOOR MAPS

What did we learn

bull Stepping off point to developing innovative and user-centred services

bull Foundation in building culture of innovation

bull Taking risks

bull Value in failing

innovation n

aThe action of innovating the introduction of novelties the alteration of what is established by the introduction of new elements or forms daggerFormerly const of (the thing altered or introduced)

b Reacutevolution (= Latin novaelig res) Obs

Work + Play =

ldquoThe options for incorporating play into the library workplace are numerous but what is

most important is that libraries provide environments that allow employees to dreamrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoA rigid overly structured environment can squelch the possibility for spontaneity and

improvisation that lead to imaginative journeysrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoOnly libraries willing to step out of their comfort zone will thrive in the 21st

Centuryrdquo

Coleman amp Le May Public LIbraries (2016)

Barriers to Library Innovation

bullConflict between efficiency and new ideas

bullStructure of library work

bullLibraries are afraid to fail

bullLack of risk-taking behaviour

Jantz Ronald C Library amp Information Science Research (2012)

ldquoCulture eats strategy for breakfastrdquo

Peter Drucker Management Consultant

as quoted by Whitzman Journal of Urban Design (2016)

ldquoWithout a structure established and legitimized putting new ideas into

practice is proving difficultrdquo

ldquoOvercomingrdquo Accenture (2007)

Framework for Managing Innovation

1 Idea generation and identification

2 Concept development

3 Concept evaluation and selection

4 Development

5 Implementation

Du Preez and Louw IEEE Xplore (2008)

Needs and Drivers for InnovationNeeds Drivers

bull Integration between

Functions

bull Exploitation of new

innovations

bull Open Innovation

bull Market pull

bull Technology push

(IoT)

Trendwatching 101

bull Why rarr Discover new user expectations

bull Trends vs Fads

bull Be universal rarr Step outside the box of

library land

bull Hospitality retail technology

industries

bull It takes time make it a habit

bull Be curious and open minded

bull Donrsquot do it alone

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

GOOGLE INDOOR MAPS

ldquoCould be across campus maprdquo

ldquoThis would save library staff a lot of timerdquo

ldquoIt would be awesome if we could get call s into itrdquo

ldquoIt could show users where our learning zones arerdquo

ldquoYes Duh- NOWrdquo

GOOGLE INDOOR MAPS

What did we learn

bull Stepping off point to developing innovative and user-centred services

bull Foundation in building culture of innovation

bull Taking risks

bull Value in failing

innovation n

aThe action of innovating the introduction of novelties the alteration of what is established by the introduction of new elements or forms daggerFormerly const of (the thing altered or introduced)

b Reacutevolution (= Latin novaelig res) Obs

Work + Play =

ldquoThe options for incorporating play into the library workplace are numerous but what is

most important is that libraries provide environments that allow employees to dreamrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoA rigid overly structured environment can squelch the possibility for spontaneity and

improvisation that lead to imaginative journeysrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoOnly libraries willing to step out of their comfort zone will thrive in the 21st

Centuryrdquo

Coleman amp Le May Public LIbraries (2016)

Barriers to Library Innovation

bullConflict between efficiency and new ideas

bullStructure of library work

bullLibraries are afraid to fail

bullLack of risk-taking behaviour

Jantz Ronald C Library amp Information Science Research (2012)

ldquoCulture eats strategy for breakfastrdquo

Peter Drucker Management Consultant

as quoted by Whitzman Journal of Urban Design (2016)

ldquoWithout a structure established and legitimized putting new ideas into

practice is proving difficultrdquo

ldquoOvercomingrdquo Accenture (2007)

Framework for Managing Innovation

1 Idea generation and identification

2 Concept development

3 Concept evaluation and selection

4 Development

5 Implementation

Du Preez and Louw IEEE Xplore (2008)

Needs and Drivers for InnovationNeeds Drivers

bull Integration between

Functions

bull Exploitation of new

innovations

bull Open Innovation

bull Market pull

bull Technology push

(IoT)

Trendwatching 101

bull Why rarr Discover new user expectations

bull Trends vs Fads

bull Be universal rarr Step outside the box of

library land

bull Hospitality retail technology

industries

bull It takes time make it a habit

bull Be curious and open minded

bull Donrsquot do it alone

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

ldquoCould be across campus maprdquo

ldquoThis would save library staff a lot of timerdquo

ldquoIt would be awesome if we could get call s into itrdquo

ldquoIt could show users where our learning zones arerdquo

ldquoYes Duh- NOWrdquo

GOOGLE INDOOR MAPS

What did we learn

bull Stepping off point to developing innovative and user-centred services

bull Foundation in building culture of innovation

bull Taking risks

bull Value in failing

innovation n

aThe action of innovating the introduction of novelties the alteration of what is established by the introduction of new elements or forms daggerFormerly const of (the thing altered or introduced)

b Reacutevolution (= Latin novaelig res) Obs

Work + Play =

ldquoThe options for incorporating play into the library workplace are numerous but what is

most important is that libraries provide environments that allow employees to dreamrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoA rigid overly structured environment can squelch the possibility for spontaneity and

improvisation that lead to imaginative journeysrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoOnly libraries willing to step out of their comfort zone will thrive in the 21st

Centuryrdquo

Coleman amp Le May Public LIbraries (2016)

Barriers to Library Innovation

bullConflict between efficiency and new ideas

bullStructure of library work

bullLibraries are afraid to fail

bullLack of risk-taking behaviour

Jantz Ronald C Library amp Information Science Research (2012)

ldquoCulture eats strategy for breakfastrdquo

Peter Drucker Management Consultant

as quoted by Whitzman Journal of Urban Design (2016)

ldquoWithout a structure established and legitimized putting new ideas into

practice is proving difficultrdquo

ldquoOvercomingrdquo Accenture (2007)

Framework for Managing Innovation

1 Idea generation and identification

2 Concept development

3 Concept evaluation and selection

4 Development

5 Implementation

Du Preez and Louw IEEE Xplore (2008)

Needs and Drivers for InnovationNeeds Drivers

bull Integration between

Functions

bull Exploitation of new

innovations

bull Open Innovation

bull Market pull

bull Technology push

(IoT)

Trendwatching 101

bull Why rarr Discover new user expectations

bull Trends vs Fads

bull Be universal rarr Step outside the box of

library land

bull Hospitality retail technology

industries

bull It takes time make it a habit

bull Be curious and open minded

bull Donrsquot do it alone

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

What did we learn

bull Stepping off point to developing innovative and user-centred services

bull Foundation in building culture of innovation

bull Taking risks

bull Value in failing

innovation n

aThe action of innovating the introduction of novelties the alteration of what is established by the introduction of new elements or forms daggerFormerly const of (the thing altered or introduced)

b Reacutevolution (= Latin novaelig res) Obs

Work + Play =

ldquoThe options for incorporating play into the library workplace are numerous but what is

most important is that libraries provide environments that allow employees to dreamrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoA rigid overly structured environment can squelch the possibility for spontaneity and

improvisation that lead to imaginative journeysrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoOnly libraries willing to step out of their comfort zone will thrive in the 21st

Centuryrdquo

Coleman amp Le May Public LIbraries (2016)

Barriers to Library Innovation

bullConflict between efficiency and new ideas

bullStructure of library work

bullLibraries are afraid to fail

bullLack of risk-taking behaviour

Jantz Ronald C Library amp Information Science Research (2012)

ldquoCulture eats strategy for breakfastrdquo

Peter Drucker Management Consultant

as quoted by Whitzman Journal of Urban Design (2016)

ldquoWithout a structure established and legitimized putting new ideas into

practice is proving difficultrdquo

ldquoOvercomingrdquo Accenture (2007)

Framework for Managing Innovation

1 Idea generation and identification

2 Concept development

3 Concept evaluation and selection

4 Development

5 Implementation

Du Preez and Louw IEEE Xplore (2008)

Needs and Drivers for InnovationNeeds Drivers

bull Integration between

Functions

bull Exploitation of new

innovations

bull Open Innovation

bull Market pull

bull Technology push

(IoT)

Trendwatching 101

bull Why rarr Discover new user expectations

bull Trends vs Fads

bull Be universal rarr Step outside the box of

library land

bull Hospitality retail technology

industries

bull It takes time make it a habit

bull Be curious and open minded

bull Donrsquot do it alone

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

innovation n

aThe action of innovating the introduction of novelties the alteration of what is established by the introduction of new elements or forms daggerFormerly const of (the thing altered or introduced)

b Reacutevolution (= Latin novaelig res) Obs

Work + Play =

ldquoThe options for incorporating play into the library workplace are numerous but what is

most important is that libraries provide environments that allow employees to dreamrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoA rigid overly structured environment can squelch the possibility for spontaneity and

improvisation that lead to imaginative journeysrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoOnly libraries willing to step out of their comfort zone will thrive in the 21st

Centuryrdquo

Coleman amp Le May Public LIbraries (2016)

Barriers to Library Innovation

bullConflict between efficiency and new ideas

bullStructure of library work

bullLibraries are afraid to fail

bullLack of risk-taking behaviour

Jantz Ronald C Library amp Information Science Research (2012)

ldquoCulture eats strategy for breakfastrdquo

Peter Drucker Management Consultant

as quoted by Whitzman Journal of Urban Design (2016)

ldquoWithout a structure established and legitimized putting new ideas into

practice is proving difficultrdquo

ldquoOvercomingrdquo Accenture (2007)

Framework for Managing Innovation

1 Idea generation and identification

2 Concept development

3 Concept evaluation and selection

4 Development

5 Implementation

Du Preez and Louw IEEE Xplore (2008)

Needs and Drivers for InnovationNeeds Drivers

bull Integration between

Functions

bull Exploitation of new

innovations

bull Open Innovation

bull Market pull

bull Technology push

(IoT)

Trendwatching 101

bull Why rarr Discover new user expectations

bull Trends vs Fads

bull Be universal rarr Step outside the box of

library land

bull Hospitality retail technology

industries

bull It takes time make it a habit

bull Be curious and open minded

bull Donrsquot do it alone

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

Work + Play =

ldquoThe options for incorporating play into the library workplace are numerous but what is

most important is that libraries provide environments that allow employees to dreamrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoA rigid overly structured environment can squelch the possibility for spontaneity and

improvisation that lead to imaginative journeysrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoOnly libraries willing to step out of their comfort zone will thrive in the 21st

Centuryrdquo

Coleman amp Le May Public LIbraries (2016)

Barriers to Library Innovation

bullConflict between efficiency and new ideas

bullStructure of library work

bullLibraries are afraid to fail

bullLack of risk-taking behaviour

Jantz Ronald C Library amp Information Science Research (2012)

ldquoCulture eats strategy for breakfastrdquo

Peter Drucker Management Consultant

as quoted by Whitzman Journal of Urban Design (2016)

ldquoWithout a structure established and legitimized putting new ideas into

practice is proving difficultrdquo

ldquoOvercomingrdquo Accenture (2007)

Framework for Managing Innovation

1 Idea generation and identification

2 Concept development

3 Concept evaluation and selection

4 Development

5 Implementation

Du Preez and Louw IEEE Xplore (2008)

Needs and Drivers for InnovationNeeds Drivers

bull Integration between

Functions

bull Exploitation of new

innovations

bull Open Innovation

bull Market pull

bull Technology push

(IoT)

Trendwatching 101

bull Why rarr Discover new user expectations

bull Trends vs Fads

bull Be universal rarr Step outside the box of

library land

bull Hospitality retail technology

industries

bull It takes time make it a habit

bull Be curious and open minded

bull Donrsquot do it alone

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

ldquoThe options for incorporating play into the library workplace are numerous but what is

most important is that libraries provide environments that allow employees to dreamrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoA rigid overly structured environment can squelch the possibility for spontaneity and

improvisation that lead to imaginative journeysrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoOnly libraries willing to step out of their comfort zone will thrive in the 21st

Centuryrdquo

Coleman amp Le May Public LIbraries (2016)

Barriers to Library Innovation

bullConflict between efficiency and new ideas

bullStructure of library work

bullLibraries are afraid to fail

bullLack of risk-taking behaviour

Jantz Ronald C Library amp Information Science Research (2012)

ldquoCulture eats strategy for breakfastrdquo

Peter Drucker Management Consultant

as quoted by Whitzman Journal of Urban Design (2016)

ldquoWithout a structure established and legitimized putting new ideas into

practice is proving difficultrdquo

ldquoOvercomingrdquo Accenture (2007)

Framework for Managing Innovation

1 Idea generation and identification

2 Concept development

3 Concept evaluation and selection

4 Development

5 Implementation

Du Preez and Louw IEEE Xplore (2008)

Needs and Drivers for InnovationNeeds Drivers

bull Integration between

Functions

bull Exploitation of new

innovations

bull Open Innovation

bull Market pull

bull Technology push

(IoT)

Trendwatching 101

bull Why rarr Discover new user expectations

bull Trends vs Fads

bull Be universal rarr Step outside the box of

library land

bull Hospitality retail technology

industries

bull It takes time make it a habit

bull Be curious and open minded

bull Donrsquot do it alone

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

ldquoA rigid overly structured environment can squelch the possibility for spontaneity and

improvisation that lead to imaginative journeysrdquo

Kurt et al Journal of Library Innovation (2010)

ldquoOnly libraries willing to step out of their comfort zone will thrive in the 21st

Centuryrdquo

Coleman amp Le May Public LIbraries (2016)

Barriers to Library Innovation

bullConflict between efficiency and new ideas

bullStructure of library work

bullLibraries are afraid to fail

bullLack of risk-taking behaviour

Jantz Ronald C Library amp Information Science Research (2012)

ldquoCulture eats strategy for breakfastrdquo

Peter Drucker Management Consultant

as quoted by Whitzman Journal of Urban Design (2016)

ldquoWithout a structure established and legitimized putting new ideas into

practice is proving difficultrdquo

ldquoOvercomingrdquo Accenture (2007)

Framework for Managing Innovation

1 Idea generation and identification

2 Concept development

3 Concept evaluation and selection

4 Development

5 Implementation

Du Preez and Louw IEEE Xplore (2008)

Needs and Drivers for InnovationNeeds Drivers

bull Integration between

Functions

bull Exploitation of new

innovations

bull Open Innovation

bull Market pull

bull Technology push

(IoT)

Trendwatching 101

bull Why rarr Discover new user expectations

bull Trends vs Fads

bull Be universal rarr Step outside the box of

library land

bull Hospitality retail technology

industries

bull It takes time make it a habit

bull Be curious and open minded

bull Donrsquot do it alone

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

ldquoOnly libraries willing to step out of their comfort zone will thrive in the 21st

Centuryrdquo

Coleman amp Le May Public LIbraries (2016)

Barriers to Library Innovation

bullConflict between efficiency and new ideas

bullStructure of library work

bullLibraries are afraid to fail

bullLack of risk-taking behaviour

Jantz Ronald C Library amp Information Science Research (2012)

ldquoCulture eats strategy for breakfastrdquo

Peter Drucker Management Consultant

as quoted by Whitzman Journal of Urban Design (2016)

ldquoWithout a structure established and legitimized putting new ideas into

practice is proving difficultrdquo

ldquoOvercomingrdquo Accenture (2007)

Framework for Managing Innovation

1 Idea generation and identification

2 Concept development

3 Concept evaluation and selection

4 Development

5 Implementation

Du Preez and Louw IEEE Xplore (2008)

Needs and Drivers for InnovationNeeds Drivers

bull Integration between

Functions

bull Exploitation of new

innovations

bull Open Innovation

bull Market pull

bull Technology push

(IoT)

Trendwatching 101

bull Why rarr Discover new user expectations

bull Trends vs Fads

bull Be universal rarr Step outside the box of

library land

bull Hospitality retail technology

industries

bull It takes time make it a habit

bull Be curious and open minded

bull Donrsquot do it alone

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

Barriers to Library Innovation

bullConflict between efficiency and new ideas

bullStructure of library work

bullLibraries are afraid to fail

bullLack of risk-taking behaviour

Jantz Ronald C Library amp Information Science Research (2012)

ldquoCulture eats strategy for breakfastrdquo

Peter Drucker Management Consultant

as quoted by Whitzman Journal of Urban Design (2016)

ldquoWithout a structure established and legitimized putting new ideas into

practice is proving difficultrdquo

ldquoOvercomingrdquo Accenture (2007)

Framework for Managing Innovation

1 Idea generation and identification

2 Concept development

3 Concept evaluation and selection

4 Development

5 Implementation

Du Preez and Louw IEEE Xplore (2008)

Needs and Drivers for InnovationNeeds Drivers

bull Integration between

Functions

bull Exploitation of new

innovations

bull Open Innovation

bull Market pull

bull Technology push

(IoT)

Trendwatching 101

bull Why rarr Discover new user expectations

bull Trends vs Fads

bull Be universal rarr Step outside the box of

library land

bull Hospitality retail technology

industries

bull It takes time make it a habit

bull Be curious and open minded

bull Donrsquot do it alone

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

ldquoCulture eats strategy for breakfastrdquo

Peter Drucker Management Consultant

as quoted by Whitzman Journal of Urban Design (2016)

ldquoWithout a structure established and legitimized putting new ideas into

practice is proving difficultrdquo

ldquoOvercomingrdquo Accenture (2007)

Framework for Managing Innovation

1 Idea generation and identification

2 Concept development

3 Concept evaluation and selection

4 Development

5 Implementation

Du Preez and Louw IEEE Xplore (2008)

Needs and Drivers for InnovationNeeds Drivers

bull Integration between

Functions

bull Exploitation of new

innovations

bull Open Innovation

bull Market pull

bull Technology push

(IoT)

Trendwatching 101

bull Why rarr Discover new user expectations

bull Trends vs Fads

bull Be universal rarr Step outside the box of

library land

bull Hospitality retail technology

industries

bull It takes time make it a habit

bull Be curious and open minded

bull Donrsquot do it alone

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

ldquoWithout a structure established and legitimized putting new ideas into

practice is proving difficultrdquo

ldquoOvercomingrdquo Accenture (2007)

Framework for Managing Innovation

1 Idea generation and identification

2 Concept development

3 Concept evaluation and selection

4 Development

5 Implementation

Du Preez and Louw IEEE Xplore (2008)

Needs and Drivers for InnovationNeeds Drivers

bull Integration between

Functions

bull Exploitation of new

innovations

bull Open Innovation

bull Market pull

bull Technology push

(IoT)

Trendwatching 101

bull Why rarr Discover new user expectations

bull Trends vs Fads

bull Be universal rarr Step outside the box of

library land

bull Hospitality retail technology

industries

bull It takes time make it a habit

bull Be curious and open minded

bull Donrsquot do it alone

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

Framework for Managing Innovation

1 Idea generation and identification

2 Concept development

3 Concept evaluation and selection

4 Development

5 Implementation

Du Preez and Louw IEEE Xplore (2008)

Needs and Drivers for InnovationNeeds Drivers

bull Integration between

Functions

bull Exploitation of new

innovations

bull Open Innovation

bull Market pull

bull Technology push

(IoT)

Trendwatching 101

bull Why rarr Discover new user expectations

bull Trends vs Fads

bull Be universal rarr Step outside the box of

library land

bull Hospitality retail technology

industries

bull It takes time make it a habit

bull Be curious and open minded

bull Donrsquot do it alone

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

Needs and Drivers for InnovationNeeds Drivers

bull Integration between

Functions

bull Exploitation of new

innovations

bull Open Innovation

bull Market pull

bull Technology push

(IoT)

Trendwatching 101

bull Why rarr Discover new user expectations

bull Trends vs Fads

bull Be universal rarr Step outside the box of

library land

bull Hospitality retail technology

industries

bull It takes time make it a habit

bull Be curious and open minded

bull Donrsquot do it alone

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

Trendwatching 101

bull Why rarr Discover new user expectations

bull Trends vs Fads

bull Be universal rarr Step outside the box of

library land

bull Hospitality retail technology

industries

bull It takes time make it a habit

bull Be curious and open minded

bull Donrsquot do it alone

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

Trendwatching Sources

bullTrendwatching

bullTrendhunter

bullSmallbiztrends

bullPSFKcom

bullSpringwisecom

bullTechCrunch

bullMashable

bullGartner

bullForbes

bullHarvard Business Review

bullTedcom

bullBlogs

bullWhite papers

bullNews Reports

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

Trends in Customer Service 2017

bull Artificial Intelligence

bull Social media increased engagement

bull Self-service

bull Omnichannel

bull Internet of Things

bull Big Data

bull Personalized Service

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

Explore

For each discuss

1) Could we do this in a library setting What could that look like

2) What concerns do you have

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

bull Favourite example

bull Least favourite example

bullAny other ideasadditional thoughts

Discuss

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

Key Takeaways

bull Libraries are competing with industry

bull Embed innovation into library culture

Strong leadership

Timespace to explore

bull Leap Try fail try again succeed

bull Strategy is important

bulldevelop an innovative framework

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

Thank-You

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

innovatelibs

OLASC17

Keep the

Conversation Going

Alison Wetheral

awether2uwoca

Erin Johnson

ejohns83uwoca

Images

ldquoMobile Firstrdquo

httpswwwblendinteractivecomnewsan-introduction-to-mobile-first-design

ldquoGoogle Indoor Mapsrdquo

httpswwwgooglecommapsaboutpartnersindoormaps

ldquoGoogle HQ in Los Angelesrdquo

httpsicbcca134054511452873033fileImagehttpImageimagejpg_genderi

vativesoriginal_620google-drumkit-californiajpg

ldquoGoogle HQ in Torontordquo

httpswwwflickrcomphotosmathewingram3082735263inalbum-

72157611151307287

ldquoWorking in Vanrdquo

httpthevanualcomworking-and-living

Images

ldquoLondon UnLabrdquo

httpswikihackerspacesorgUnLab

ldquoStrange Cosmos Cartoonrdquo

httpwwwsapphirealuminiumcomauindexphptask=newsampnum=12

ldquoMarkham Public Library TedXrdquo

httpwwwaccessola2comsuperconference2016sessions1200WEpdf

ldquoGartner Open Innovationrdquo

httpwwwgartnercomsmarterwithgartnerdevelop-an-open-innovation-

framework

Works Cited Andreassen Tor et al ldquoTrend Spotting and Service Innovationrdquo Journal of Service

Theory and Practice vol 25 no1 2015 pp 10-30 ProQuest

httpsearchproquestcomproxy1libuwocadocview1768592284pq-

origsite=summonampaccountid=15115 Accessed 28 Jan 2017

Bell David R et al ldquoHow to Win in an Omnichannel Worldrdquo MIT Management Review

vol 56 no 1 2004 pp45-53 ProQuest

httpsearchproquestcomproxy1libuwocadocview1627694540pq-

origsite=summonampaccountid=15115 Accessed 9 Jan 2017

Beswick Cris et al Building a Culture Innovation A Practical Framework For Placing

Innovation at the Core of your Business Kogan Page 2016

Coleman Chelsea Dodd and Emily Grace Le May ldquoThe Imitation Game Applying For-

Profit Strategies in the Nonprofit Worldrdquo Public Libraries Vol 55 No 3 2016 pp 3437

EbscoHost httpwebbebscohostcomehostpdfviewerpdfviewersid=fc8841ba-

ef4c-4e7a-ba38-3cf641fef7dc40sessionmgr101ampvid=3amphid=116 Accessed 30 Jan

2017

Cologni Andrew et al ldquoJust Because You Canhellip Tech Fads in Librariesrdquo OLA

Superconference Metro Toronto Convention Centre 30 Jan- 2 Feb 2013

httpwwwaccessola2comolitainsideolitawordpressp=58542 Accessed 28 Jan

2017

De Cagna Jeff ldquoThe six core values of innovationrdquo Change This 13 Dec 2007 httpchangethiscommanifestoshow4103SixCoreValues Accessed 23 Jan 2017

Dilenschneider Colleen ldquoFads vs Trends How Organizations can tell the difference and why it mattersrdquo Know Your Own Bone A Resource for Creative Engagement in Museum and Cultural Institutions 27 April 2016 httpcolleendilencom20160427fads-vs-trends-how-organizations-can-tell-the-difference-and-why-it-matters

Du Preez Niek and Louis Louw ldquoA Framework for Managing the Innovation Processrdquo Portland International Conference on Management of Engineering amp Technology July 27-31 2008 IEEE Xplore Digital Library httpieeexploreieeeorgdocument4599663 Accessed 30 Jan 2017

Enis Matt ldquoMeet the Tabletarians Rising Service Expectations and a New Wave of Mobile-Optimized ILS Clients are Making Staff-Operated Tablets Essential Toolsrdquo Library Journal vol 140 no 1 2015 p39 Academic OneFile httpgogalegroupcomproxy1libuwocapsidop=AONEampu=lond95336ampid=GALE|A443056917ampv=21ampit=rampsid=summonampauthCount=1 Accessed 9 Jan 2017

Godin Seth ldquoTrends vs Fadsrdquo Sethrsquos Blog 21 Aug 2015 httpsethgodintypepadcomseths_blog201508trends-vs-fadshtml Accessed 28 Jan 2017

Works Cited

Iskold Alex ldquoIf You Arenrsquot Thinking Mobile First Yoursquore Doing it Wrongrdquo Entrepreneur 9 Dec 2015 httpswwwentrepreneurcomarticle253558 Accessed 9 Jan 2017

ldquoInnovation nrdquo Oxford English Dictionary Oxford University Press 2017 httpwwwoedcomviewEntry96311result=1amprskey=mdjKmoamp Accessed 30 Jan 2017

Jantz Ronald C ldquoInnovation in Academic Libraries An Analysis of University Librariansrsquo Perspectivesrdquo Library amp Information Science Research Vol 34 2012 pp 3-12 Science Direct httpjournals2scholarsportalinfopdf07408188v34i00013_iialaaoulpxml Accessed 30 Jan 2017

Kurt Lisa et al ldquoThe Power of Play Fostering Creativity and Innovation in Librariesrdquo Journal of Library Innovation Vol 1 No 1 2010 pp 8-23 Academic OneFile httpgogalegroupcompsidop=AONEampu=lond95336ampid=GALE|A236634121ampv=21ampit=rampsid=summonampauthCount=1 Accessed 30 Jan 2017

Hockey Julie Michelle ldquoTransforming library enquiry services anywhere anytime any devicerdquo Library Management vol 35 no 3 2016 pp 125-135 Emerald Insight httpdxdoiorg101108LM-04-2016-0021 Accessed 9 Jan 2017

Works Cited

Linker Josh ldquoHacking Innovationrdquo Change This 25 Jan 2017 httpchangethiscommanifestoshow14901HackingInnovation Accessed 28 Jan 2017

Mattin David ldquoBecome a Trend-Driven Innovatorrdquo YouTube uploaded by TrendWatching 22 July 2016 httpswwwyoutubecomwatchv=nisoumq0CQs

Molaro Anthony and Leah White editors The Library Innovation Toolkit Ideas Strategies and Programs ALA Editions

Morgan Blake ldquoFive Trends Shaping the Future of Customer Experience in 2017rdquo Forbes 5 Dec 2016 httpwwwforbescomsitesblakemorgan20161205five-trends-shaping-the-future-of-customer-experience-in-2017276a4a532754e Accessed 28 Jan 2017

Overcoming Barriers to Innovation Emerging role of the Chief Innovation Executive Accenture 2008 httpwwwinnovationresourcecomwp-contentuploads201207Accenture-Study-of-Chief-Innovation-Officerspdf Accessed 30 Jan 2017

Works Cited

Panetta Kasey ldquoDevelop an Open Innovation Frameworkrdquo Gartner 12 Jul 2016 httpwwwgartnercomsmarterwithgartnerdevelop-an-open-innovation-framework Accessed 30 Jan 2017

Pepo Kelly ldquoDriving Creativity and Innovation in your Organization It Easier than You Thinkrdquo The Library Innovation Toolkit Ideas Strategies and Programs edited by Anthony Molaro and Leah White ALA Editions 2015 pp 15-26

Trendwatchingcom ldquo15 Trend Tipsrdquo Trendwatchingcom Oct 2010 httptrendwatchingcomtrendspdftrendwatching202010-1020Tipspdf

Accessed 9 Jan 2017

Trendwatchingcom ldquo5 Consumer Trends for 2017rdquo Trendwatchingcom Jan 2017 httptrendwatchingcomtrends5-trends-for-2017 Accessed 28 Jan 2017

Van Belleghem Steven The Transformation of Customer Relationships Kogen Page 2015

Whitzman Carolyn ldquoCutlure eats strategy for breakfast The Powers and Limitations of Urban Design Educationrdquo Journal of Urban Design Vol 21 No 5 2016 pp 574-576 Taylor amp Francis httpjournals1scholarsportalinfopdf13574809v21i0005574_esfbtpaloudexml Accessed 30 Jan 2017

Works Cited