UX: Give a Reason to Come Back

Give us a Reason to Come Back

Moe Hosseini-Ara and Elizabeth Tracy

TOUCHPOINTS AT THE LIBRARIES

• Website
• Phone
• Bathroom
• Circulation
• Information Desk
• Parking
• Computer
• Policies
• Signage
• Catalog
• Toys
• Staff
• Furniture
• Service Points
• Collections
• Equipment
  

Customer Voices are more precious than management guide-books... (Munestugu-Ichiban-Ya)

ARE POLICIES DEVELOPED TO SERVE OURSELVES OR OUR CUSTOMERS?

Canaries were used by coal miners to determine
when air quality was too poor and dangerous.

“CANARY IN THE COAL MINE” STATEMENTS IN LIBRARIES:

“Because we’ve always done it that way…”

“We tried that before and it didn’t work…”

“If we stop doing that our customers will complain...”

• Ask “the Why” to figure out the root of this policies to make it effective or remove it. 
• Ask “What are you trying to achieve” both staff and community (aspirations and stories).

As a side note, this presentation made the conscious decision to address visitors to the library as customer since they view them as “paying” individuals instead of patrons or members.

CUSTOMER SERVICE

• Responsive (Greeting, Eye Contact, etc.)
• Reliable (Knowledgeable)
• Relationship (Asking questions about the patron -  ACTIVE LISTENING)
• Visible Management & Leadership (Community and Staff)
• All About Attitude (3 A’s)
• Passion, Informed, Reliable, Authentic, Curious, Empathetic, Responsive

RE-ORGANIZATION

• Strong  & Shared VIsion (Want to enchant patrons)
• Clear Purpose
• Supportive, Adaptable, & Flexible
• Deviant or Divergent Thinking (Right Brain Thinking)
• Tied to Supportive, Adaptable & Flexible
• In contrast to to convergent (fact based or left brain thinking)
• Empowered Staff ( You have the power to do what it is best - policies will not be in the way)
• Explain the WHY and give them input on the decision.
• Ownership of ideas and projects

EXAMPLES OF WHAT YOUR ORGANIZATION DO AND WHY

(for community, visitors, staff or board meetings)

& EXAMPLES OF STORYTELLING

(about the community and patron NOT us):

-Courtesy of Local Film Maker - Free

-Courtesy of a Local Communication Company -Not Free ,
but utilized for movie previews

THE STOP DOING LIST

• Question Everything
• Deliberate and Intentional in resources
• Do not necessary a stop

TAKEAWAYS
 This presentation was interesting in that it provide new perspective on questions and situations that have happened in the library. Furthermore, the videos reminded me of what Miguel has done for our events in the past- that I believe would be great to re-implement. And, I thought these videos would be a great way of promoting the second floor as a unique space! Also, it was great to have a presentation entirely dedicate to customer service was inspiring and allowed me to see traits in myself and others. ALSO, it allowed me to see the room of growth that I am capable of with my own customer service.