Beyond Information to Transformation Rethinking Library Services for the Future

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Beyond Information to Transformation
-Rethinking Library Servicesfor the Future

• Joan Frye Williams
• October 2008

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You cannot lead the people if you do not love
the people. - Dr. Cornel West
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Who are Your People?
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How We See Civilians
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How They See Themselves
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Civilian Reality

• Information everywhere
• Ideas economy
• Decline of deference
• Preference for personalization
• Time pressure

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Information is Not Enough
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The Case forEvidence-Based Planning and
Marketing
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Library Assumption Detailed Rules, Procedures,
and Standards Ensure Excellent Service
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Civilian PerspectiveDo These People Even Want
Me Here?
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Emphasize Hospitality

• Minimal gate-keeping
• Fewer, simpler rules
• Presumption of innocence

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Inspiring Destinations

• Cleanliness
• Natural light
• Views
• Flexibility
• Better than home
• Source of pride

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Green Buildings and Practices
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OK, Within Reason

• Talking
• Food and drink
• Shared computers
• Gaming
• Cell phones

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Going Where the People Are
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Make Something Happen!

• Something we can START doing
• Something we can STOP doing
• Something cheap, easy, and/or fun

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Library AssumptionIf We Shelve It, They Will
Come
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Civilian PerspectiveDo They Have a Good
Selection of Interesting Stuff?
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Emphasize Abundance

• Mid-list fiction
• Fast, convenient delivery
• Minimal rationing
• Appeal factor

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Extreme Browse-ability
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Demand-Based Resource Allocation
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Reading Evangelism

• Everybody recommends
• books
• Pleasure of reading
• Reading lifestyle
• Ties to/from other media
• One city, one book

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Bounce-able Websites
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Make Something Happen!

• Something we can START doing
• Something we can STOP doing
• Something cheap, easy, and/or fun

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Library AssumptionPatrons Arent Capable of
Finding the Good Things on Their Own
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Civilian PerspectiveWhy Do They Call It
Cookery?
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Emphasize Wayfinding

• Less clutter
• Power paths
• Virtual tours
• Situational directions
• Civilian terminology
• Prepackaged tips, shortcuts, FAQs

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Engines, Not OPACs
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Zone Staffing

• Staff are responsible for the overall environment
  and for the civilians successful experience, not
  just for specific transactions
• Everyone assists with basic civilian tasks
• Hip to hip service

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Consolidated Desk

• Centrally located
• Staffed by non-librarian dispatcher
• Dispatcher matches need to the best person to
  handle it
• Librarians work on call
• Tech staff work on call
• Work to completion with
• each person

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Make Something Happen!

• Something we can START doing
• Something we can STOP doing
• Something cheap, easy, and/or fun

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Library AssumptionOne-on-One Service Is Our
Most Valuable Product
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Civilian PerspectiveHow Convenient Is It?
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Emphasize MainstreamMethods of Doing Business
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Netflix-Style Circulation
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Webcasts, Podcasts, Screencasts
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Online Donations
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Real-Time Activities Buzz

• Live circulation activity, e.g. Yorba Linda PL
  book feed
• Todays hot topics
• Live program excerpts
• New titles just in
• Wireless strength
• Parking cam

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Make Something Happen!

• Something we can START doing
• Something we can STOP doing
• Something cheap, easy, and/or fun

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Library AssumptionWe Talk, They Listen
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Civilian PerspectiveAm I Trusted to Participate?
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Emphasize Collaboration and Co-Creation
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Virtual Outreach
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Connected Readers
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Recombinant Resources

• Mainstream data formats
• Easy import/export/snip
• Toolbars, gadgets, widgets,
• APIs

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The Idea Laboratory

• A place to TRY new things
• Book art studio
• Media production facility
• New technology showcase
• Small business incubator

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Make Something Happen!

• Something we can START doing
• Something we can STOP doing
• Something cheap, easy, and/or fun

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Library AssumptionTo Use the Library Is to
Love The Library
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Civilian PerspectiveDoes the Library Care About
the Same Things I Care About?
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OCLCs Newest Reporton Advocacy and Funding
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There Is No CorrelationBetween Library Use and
Library Support
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Changing Our Focus

• Transformation NOT information
• Infrastructure NOT institution
• Necessity NOT nice to have
• Future NOT past
• Return on investment NOT altruism

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Think of a favorite book, movie, class, or piece
of music

• What is it?
• Why is it important to you?
• How has that affected your life?

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Library as a Tool for Self-Actualization
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Passionate Library Staff
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Lets Continue the Conversation

• joan_at_jfwilliams.com
• Podcasts at http//feeds.feedburner.com/InfoblogGe
  orgeAndJoan