More notes lessons, inspiration, ideas, questions from PLA 2008…
From George and Joan‘s presentation, “It Ain’t Necessarily So: Challenging the Assumptions of Legacy Librarianship”
- librarians have never been the first or second choice to get information
- how does the library add value to an open information economy?
- enhanced discoverability – engines, not opacs, crawl-able databases, text/im microformats, digitization, captioning, contributions to non-library sites and sources
- important to go out and comment and participate on other blogs, not just your own library blog
- most people think of books when they think of libraries and that’s not a bad thing
- how can we leverage the books brand? capitalize on the image of books/reading lifestyle! (ex. gov arnold using the state librarian’s office ask a backdrop because he realizes it makes him look educated, intelligent, etc.)
- be a part of the ideas economy, not the information economy; become a books/reading lifestyle evangelist
- emphasis on abundance!
- demand-based resource allocation (i.e., more best sellers!); if they want it, there must be a reason so give it to them. this isn’t about dumbing down
- fast, convenient service delivery
- minimal rationing
- no victims – don’t disappoint people, be enthusiastic
- who provides worthwhile information? 78% said libraries and 93% google. what do you actually use? 20% said library websites.
- speed and convenience – most important factors
- set-up the library so it’s easy for civilians (non library people) to succeed on their own terms
- simplified wayfinding – less clutter, civilian terminology, situational directions, power paths and nodes (putting information at crossroads), layout by activity on not by collection
- zone staffing – responsibilities by area, not just a desk
- don’t make people feel stupid! insure success
- info at point of use
- minimal gate-keeping
- fewer, simpler rules
- presumption of innocence
- cut people some slack!
- don’t control, but enable!
- highlight and reinforce librarians’ status as professionals by:
- dispatched service
- librarians on-call
- tech staff on-call
- work to completion with each person
- so what do ref librarians do?
- prepackaged info, FAQs
- research
- “check your work”
- appointments
- learning specialists
- constituent specialists
- outreach
- many people have just about given up on privacy in today’s world, so how can we use the data we already collection (without being unethical)
- put a sign at the entrance areas so people know what’s happening at libraries today, this week
- stop making decisions based on fear of what the public will do if we stop controlling them
- what do people need, want; what are their priorities?
From “Changing Cultures: Experiences in Fostering Innovation from Within”
- important to create a risk-ready culture
- walk the walk, don’t tell me what you believe, show me
- organizational culture is like a snowball getting bigger and more packed; you can’t just come in and get rid of it or change it right away
- but you can do a little bit over time – evolutionary vs. revolutionary
- shining some sunshine on it and letting it melt a little
- creating a critical mass of change agents – leadership throughout the org and putting problem solving and decision making at the right level
- recognize and celebrate the people who take chances (cliff jumper award for people who tried something of their comfort zone, even if the idea failed)
- get rid of people who can’t or don’t want to change or evolve
Things learned from “Great Libraries for Dummies” by Greg Buss of Richmond Library in Canada:
- 4 major trends in customer service:
- the library as destination
- customer convenience is the first priority
- customer-based technology
- connecting with the community
- 10 things you must be doing to achieve excellence:
- be open 7 days a week
- create comfortable and appealing spaces (including food and drinks!)
- utilize the power of the customer
- merchandize with power walls for adults and kids
- walk the floor – librarians can be a lot more approachable
- provide web-based services to empower
- involve the community
- promote the library
- measure, compare, and adjust internally and externally
- fully utilize staff and board commitment
- consensus is not required and perhaps counter-productive
- identify the willing and work with them
- capture enthusiasm and energy
- focus on the customer
- the majority will follow
- 5 obvious, but difficult steps
- think like a customer
- determine core functions
- set priorities
- manage resources
- implement with urgency and enthusiasm