Customer Experience · Librarianship · Programming · Public libraries · Technology

Meditation on Makerspaces, Missions, and other Matters

Note: This post grew out of an email exchange with colleagues who voiced legitimate questions and concerns about whether makerspaces were an appropriate choice for their library system.   The following is my slightly edited (for grammar and clarity) response. Colleagues, I agree with you that having a “makerspace” (i.e. designating a specific space to… Continue reading Meditation on Makerspaces, Missions, and other Matters

Customer Experience · Customer Service

The importance of keeping the customer at the center

David Rothman has written* a beautiful, concise “Manifesto of Common Sense Librarianship”.   I’m not much for manifestos, but I dig this one not only for its content, but for the way it actually walks its own talk. It is clear, concise, and written in a simple yet engaging voice. It’s got style AND substance.  For… Continue reading The importance of keeping the customer at the center

Customer Experience · Customer Service

Be an agent for the customer: Hospitality Revisited

Originally posted to Library Garden It’s been a while since I blogged about the difference between Agents and Gatekeepers, wherein I quoted one of my favorite passages from Danny Meyer’s book, Setting the Table (the book is also a favorite of the Darien Library, according to John Blyberg; Char Booth has also expressed her appreciation… Continue reading Be an agent for the customer: Hospitality Revisited

ALALearning Blog Post · Customer Experience · Design · Training · UX - User Experience

Learning and User Experience: Good UX=Good LX

Note: Originally published on ALALearning blog Steven Bell (who writes often and well on the topic of usability and customer experience over at the Designing Better Libraries blog) recently turned me on to an thought-provoking video of Jesse James Garrett discussing his ideas on User Experience at the Adaptive Path UX Week 2009 Conference.  (Jump… Continue reading Learning and User Experience: Good UX=Good LX

Customer Experience · Customer Service

Its all about the experience

[Note: This is a post by Karen Klapperstuck which originally appeared on the Library Garden Blog) In July 2008, I posted on authenticity and what it means for libraries. Essentially explaining that we are in an experience economy and that we need to be aware of the expectations that exist regarding libraries, services and technology.… Continue reading Its all about the experience