Lot's of things to write about
...starting the conversation ... What are libraries and what does the future look like?
...Library Support Staff certification news ...
...John Green of Vlogbrothers and nerd fighters ...
...Compass news
...rural library advocacy
...Learning Express Library
...Kansas State Library and Overdrive ..
Stay tuned for details ...
Sunday, January 22, 2012
Monday, January 2, 2012
Libraries: Community Anchors
In September, Designing Better Libraries blog posted Customers and the Future of Innovation based on a report from the consulting firm Arthur D. Little, titled "The Future of Innovation Management: The Next 10 Years" -- both which provide excellent food for thought!
Some libraries struggle to maintain relationships with customers as electronic and other resources seek to gather customers to a flashier, quicker, easier means of obtaining information. The Little Group proposed there are 5 innovation management concepts that should be considered:
Customer-based innovation
Proactive business model innovation
Integrated innovation
Frugal innovation
High speed/low rick innovation
While all of these concepts are important as libraries strive for sustainability -- my thoughts center on Customer-Based Innovation as a key for creating libraries as a community anchor. Consider the following:
1. Total Customer Experience -- building deeper relationships with the customer is something we have the ability and opportunity to do -- every day. Taking that extra minute to listen, to assist -- in a hurry-scurry world will go far in building brand loyalty.
2. Value Added Experience -- once again, through displays, activities, and programming libraries can readily use this approach to appeal to end-users. We need to be constantly aware of the changing community to successfuly address the needs of the users.
3. Flexible Customer Interaction. As our customers become more-sophisticated, as the technology tools change -- we must respond likewise. Our responses should be postive -- not that we can't do it -- rather -- this is great opportunity for us to learn together. We may not know how to use the most recent technology tool -- however, we have the skills and information to transfer previous knowledge to new situations. Focusing on Alvin Toffler's quote of "to remain relevant, it is important to be able to learn, unlearn and relearn," we need the flexibility to assist customers as needed, showing how previous skills can readily transfer to new tools.(transliteracy)
4. Employee Engagement. Libraries need to design all their 'touchpoints' to support engagement with the customer, 'so the role of the employee becomes key to delivery.' Customers shouldn't feel like they are interrupting staff to ask a question -- staff need to be accessible and open to engagement any time throughout their work period.
Can libraries "link strategy, innovation, product, customer experience and employee engagement?" If they can, they will effectively shift their status within their individual community to that of "community anchor."
Some libraries struggle to maintain relationships with customers as electronic and other resources seek to gather customers to a flashier, quicker, easier means of obtaining information. The Little Group proposed there are 5 innovation management concepts that should be considered:
Customer-based innovation
Proactive business model innovation
Integrated innovation
Frugal innovation
High speed/low rick innovation
While all of these concepts are important as libraries strive for sustainability -- my thoughts center on Customer-Based Innovation as a key for creating libraries as a community anchor. Consider the following:
1. Total Customer Experience -- building deeper relationships with the customer is something we have the ability and opportunity to do -- every day. Taking that extra minute to listen, to assist -- in a hurry-scurry world will go far in building brand loyalty.
2. Value Added Experience -- once again, through displays, activities, and programming libraries can readily use this approach to appeal to end-users. We need to be constantly aware of the changing community to successfuly address the needs of the users.
3. Flexible Customer Interaction. As our customers become more-sophisticated, as the technology tools change -- we must respond likewise. Our responses should be postive -- not that we can't do it -- rather -- this is great opportunity for us to learn together. We may not know how to use the most recent technology tool -- however, we have the skills and information to transfer previous knowledge to new situations. Focusing on Alvin Toffler's quote of "to remain relevant, it is important to be able to learn, unlearn and relearn," we need the flexibility to assist customers as needed, showing how previous skills can readily transfer to new tools.(transliteracy)
4. Employee Engagement. Libraries need to design all their 'touchpoints' to support engagement with the customer, 'so the role of the employee becomes key to delivery.' Customers shouldn't feel like they are interrupting staff to ask a question -- staff need to be accessible and open to engagement any time throughout their work period.
Can libraries "link strategy, innovation, product, customer experience and employee engagement?" If they can, they will effectively shift their status within their individual community to that of "community anchor."
2012 - New Year
With a new year, comes the hope of being able to post on a regular basis during the coming year. Upcoming is ALA MidWinter in Dallas, so there is plenty of content, just need to dedicate the time to posting.
This spring Idaho communities and libraries will have the unique opportunity for outreach and partnership building. The Idaho Commission for Libraries will be sponsoring 25 outreach sessions in local communities throughout the state. Credible Connections is the chance for local libraries to share and connect with other state and local agencies. With the current economic issues all communities are facing, what a better time to reinforce the aspect of libraries as community anchors and share all the wonderful resources that are available through the enhanced broadband capacity made available through the Idaho Commission for Libraries online @ your library project! Come join us -- to learn more go to http://libraries.idaho.gov/credibleconnections!
This spring Idaho communities and libraries will have the unique opportunity for outreach and partnership building. The Idaho Commission for Libraries will be sponsoring 25 outreach sessions in local communities throughout the state. Credible Connections is the chance for local libraries to share and connect with other state and local agencies. With the current economic issues all communities are facing, what a better time to reinforce the aspect of libraries as community anchors and share all the wonderful resources that are available through the enhanced broadband capacity made available through the Idaho Commission for Libraries online @ your library project! Come join us -- to learn more go to http://libraries.idaho.gov/credibleconnections!
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