Revitalizing the Library Experience

At ALA, I heard Joan Frye Williams and George Needham talk about revitalizing the library experience. Here are my major takeaways:

Our obsession with privacy has led to anonymity. We don’t really see users. Would you use a doctor or hairdresser who insisted on keeping their names private? Or acted as if they had no idea of your prior interests, needs or preferences?

The library experience belongs to the user. We need to create an experience that expects a successful independent user.

Think of service as in layers. Among them:

• Just enough info. Example: new phone comes with quick start, full instruction booklet and optional fine print. User chooses level of info wanted.
  
• Provide the amount of time and interest user wants. Most want short version; some librarians go on for half an hour.
  
• Place. Treat user location as equally important to library.


• Library experience. Acknowledge the comfort level and understanding of user.

Users are “…looking for a librarian who will enter into their success.” We need personal links and situational understanding.