Infopeople - Revitalizing the Library Experience

Webinar that I listened to on 1-26-10 by Joan Williams & George Needham.

Libraries should be concerned with the patrons needs and wants. Joan & George like TSCPL and how they are operating.

Libraries need more self-service because most patrons are independent. Studies show men generally don't talk to the library staff but women do. The patron's library experience doesn't always involve library staff.

Library should set goals:
1. Set up environment for independent users. Ex. merchandising signs, tools not rules
2. Layered service - design service usually by age. Ex. toddler computer room
3. B-tag - like a barcode but can be read with a cell phone.
4. Remote service delivery
5. Hospitality - treat patron like a guest.
6. Intercept - 1st welcome for patron. Triage - help patron figure out where they should go. Follow up.
7. Makeover - keep library tidy
8. Human strategy - human friendly environment, staff have empathy for patron
9. Many new forms to convey information that can be used by library. Not just about books but learning.
10.Make new alliances (former term partnerships)
11.In this recession libraries should play well with other agencies.
12.Library should represent the community on the web with local information. Adaptability is the key to success
13.'Hype local' - library should look like the community (not way out architecture that doesn't look like the rest of the town). Library should reflect the community with books, programs Ex - high school year books.
14.There should be a purpose when making a change
15.Staff should be able to make a judgement call