TRANSFORMING LIBRARIES FOR THE 21ST CENTURY

Prepared and presented by:Carolyn Rawles-Heiser, Curtis

Kiefer, Mary Norman and Teresa Landers

NEW REALITIES: USER EXPERIENCES

RECENT STUDIES SHOW USERS ARE HAVING AN EXPERIENCE

WHICH IS…

• UNCOMFORTABLE

• UNENJOYABLE

• UNSUCCESSFUL

NEW REALITIES: CHANGE

• Libraries are changing rapidly

• Product is no longer content but experience

• Spaces must conform to new uses

WHAT LIBRARIES NEED TO BE

• A welcoming environment

• Presentation

• Style

• Ambience

WHAT LIBRARIES NEED TO BE

• A physical and virtual destination

WHAT LIBRARIES NEED TO BE

• The community living room

WHAT LIBRARIES NEED TO BE

• Supportive of self sufficiency

WHAT LIBRARIES NEED TO BE

• A place where people can co-exist as they are

ACTION STEPS

• Find out how customers use our facilities

Change our approach! Do not expect customers to change.

ACTION STEPS

• Find out what customers want• Reach out to all demographics• Reach out to current non-users

Change our approach! Do not expect customers to change.

ACTION STEPS

• Identify our core functions

• Identify our new “niche” unique to our community

Change our approach! Do not expect customers to change.

SECOND PHASE ACTION STEPS

Incorporate all of the above into our

VISION, MISSION & GOALS

• Evaluate and redefine customer service for our library and train staff in that new reality

SECOND PHASE ACTION STEPS

Incorporate all of the above into our

VISION, MISSION & GOALS

• Redesign our spaces

SECOND PHASE ACTION STEPS

Incorporate all of the above into our

VISION, MISSION & GOALS

• Consistent branding and marketing of our new identity

WHAT DOES THIS MEAN FOR THE LIBRARY BOARD?

• Recognize the need for this transformation

• Stay informed• Ask staff when you don’t understand• Attend conferences, workshops, etc. • Encourage dialogue

WHAT DOES THIS MEAN FOR THE LIBRARY BOARD?

• Support staff efforts in making these changes

• Set board goals that facilitate this transformation