Well, we’re half way through January and I’m finally writing the post I wanted to do weeks ago! I am so excited about many upcoming events:
Ontario Library Association SuperConference next week in Toronto, some highlights:
*IFLA President Donna Scheeder brings greetings & discusses her President’s Meeting April 6-9 in Toronto
*Jane Dysart interviews several generations of librarians, Generations: Meeting of the Minds, Wed 4pm
*Rebecca Jones being awarded Public Librarian of the Year award, Thurs — well deserved! Yeah!
Computers in Libraries 2016 in DC March 7-10, see my last post for more details about theme, Library Labs: Research, Innovation & Imagination
Library Leaders Digital Strategy Summit in DC, March 8-9 — usually on the west coast for the first time in DC with facilitators Rebecca Jones & Michael Edson, former office of the CIO of the Smithsonian Insitute & now Associate Director & Head, Digital, United Nations Live, Museum for Humanity
Ebooks Symposium, University of Toronto iSchool, March 17-18
Future of Libraries: Ours to Create, NOW! USC in LA, March 31/April 1
IFLA President’s Meeting, Call to Action: Buiding the Change Agenda for the Information Profession, Toronto Sheraton Hotel, April 7-8 with tours and receptions at other locations. Including industry leaders and top libarians from around the world!
Check them out and join us for great conversations, lots of learning and interesting networking!
The first day of our University of Toronto symposium, The Future of Libraries, was filled with talks and discussions about challenges for libraries; what boards, provosts and city managers are saying about libraries; what surveys and research are telling us; what our competitors are doing (and how we might partner with them or learn from them); how we can streamline our operations and gain efficiency; how libraries are dealing with change; and more. Here are the top challenges this group articulated:
* Promotion of library services
* Staff competencies, resistance, culture
* Competitors – alignment vs duplication
* Rationalizing services, sacrifice, stop doing
* Making our case in municipalities
* Balancing Act — electronic vs print, staff in or out of the library, service points/back room
* Future of the profession
I found it every interesting that the top challenges weren’t funding or money. We recognize that we have choices, even if they are difficult, but we can choose where we put our resources.
Brandan Howley gave a thought provoking talk and I’m still thinking about his statement, “Future proofing libraries means managing disruption while proving relevancy.” He discussed how libraries are cultural triggers that activate networks — very powerful! He recommended the book, A Pattern Language, about UX (user experience).
“More libraries & their staff “get it”, understand that serious change is necessary, and ask for our help as partners not just vendors” Edmund Salt, President, Whitehots Inc.
Ken Haycock framed the event by starting us off thinking about
Continue reading The Future of Libraries
Guest post from Brian Pichman, Director, Strategic Innovation, Evolve Project
There is still time to register at Internet Librarian 2015 in lovely Monterey, California; October 25th – 28th. If you haven’t registered yet, be sure you do to check out some of these Internet Librarian exclusive events:
This year join Nate Hill, Tod Colegrove, and Brian Pichman as they launch an entire interactive workshop on Makerspaces, Idea Labs, and Hackerspaces. Joining them are individuals from littleBits, Hopscotch, LightUp, Twenty One Toys, Brown Dog Gadgets, and more. Get a chance to not only talk about makerspaces, build strategies for success, but also get a chance to play with some leading edge technology that is featured in makerspaces around the world. Learn about code writing, engineering, learning by failure all in this full day jam packed workshop. This workshop offers an opportunity to collaborate with other start-ups and help build your library into an incubation space for start-up culture.
Looking for something to do Sunday night? Join in on the first ever Games and Gadget night hosted in part with Monday Morning’s Opening Keynote Panelists. Get an opportunity to talk to Ilana Ben-Ari, founder of the innovative way to learn empathy and failure from her company called Twenty One Toys. Have a chance to meet Erin Mulcahy who manages the strategic initiatives of littleBits education. Talk to her about prototyping and creating using circuits to help foster innovation in your library space. Explore programming with Liza Conrad, head of community and partnerships
Continue reading Gadgets, Makerspaces & Innovation @ Internet Librarian 2015
Being agile is critical. Agile can mean applying an incremental and iterative approach, or evolving through collaboration between self-organizing and cross-functional teams to promote early delivery, continuous improvement, and encourage rapid and flexible response to change.
Successful organizations are flexible and fast. They can quickly transfer and share knowledge, deal with an enormous amount of data, innovate, engage, and impact communities, and customers in positive ways. The platforms, processes and programs have to respond in a timely fashion to make this happen and to keep customers satisfied. The culture of the organization, the people, enables the transformations and innovations – and well-oiled collaborative organizations excel at leading the charge! KMWorld 2015 explores how to apply these techniques and more for knowledge sharing and innovation in your enterprise to be successful in today’s world. And it has three closely integrated programs—Enterprise Search & Discovery, SharePoint Symposium, and Taxonomy Boot Camp.
Keynote speakers are always engaging and thought provoking and this year is no different. On Monday November 2 Taxonomy Boot Camp opens with information architect Peter Morville, President of Semantic Studios who has several books to his credit (http://semanticstudios.com). On Tuesday, KMWorld 2015 opens with popular , knowledge management (KM) thought leader, Dave Snowden, Chief Scientific Officer of Cognitive Edge who discusses “complexity informed agility” in KM with Will Evans, Design Thinker-in-Residence, NYU’s Stern’s Berkley Center for Innovation & Entrrepreneurship and Chief Design Officer, Praxis Flow and his colleague, Jabe Bloom, Chief Scientific Officer, Praxis Flow. On Wednesday, Steve Abrams,
Continue reading KMWorld 2015: Agile Knowledge Sharing & Innovation
I can’t believe it is now September which begins the busy fall events for libraries. Here’s some exciting events, one on the east coast and lots of the west coast, that I want to share with you and hope to see you participate!
Monday & Tuesday Sept 28/9 at Vancouver Club Outcomes, Value & Impact: Metrics for Libraries
Thursday & Friday Oct 1/2 at University of Southern California in LA Outcomes, Value & Impact for Library Success
Monday & Tuesday Oct 19/20 at University of Toronto iSchool The Future of Libraries: Ours to Create, NOW!
Mon-Wed, Oct 26-8 at Monterey CA Conference Center Internet Librarian 2015 & Library Leaders Digital Strategy Summit
Such stimulating conversations today around customer service at the University of Toronto iSchool Symposium, Customer Service for Libraries: Upping our Game! Moe Hosseini-Ara, Director of Culture for the City of Markham, started off setting the framework for the event. He talked a lot about our competition in libraries from other video, book, and community services, and also how positive customer service makes a big impact.
Vilayat Ahmed, Store Manager at Starbucks Coffee Canada’s flagship store in the financial district in Toronto talked about the company’s mission: to inspire and nurture the human spirit one person, one cup and one neighbourhood at a time. He said they are in the people business and serve coffee, they provide a service and experience. He talked about the 44 year history of the organization and how they create an environment to encourage conversation. Yes, enjoy the coffee but have a sense of community and conversation too! Vilayat talked about customer service as an attitude where workers need to anticipate (drop what they are doing & put the customer first), make it easy for the customer (they are guests!), connect with customers (eye contact, pleasant conversation), personalize the service (name on the cup in Starbucks) and own your experience, take ownership i f you make a mistake and acknowledge with immediate action (oh, I made that wrong, let me get you another one & take this one too). Basically, Starbucks wants to keep loyal customers, keep them coming back. They want to be a third
Continue reading Customers First!
Providing excellent customer service and delighting the customer is the top of mind for me lately. At Computers in Libraries 2015 keynote speakers emphasized delighting the customer. You can read more about their presentations & see the videos:
Steve Denning, Author, The Leader’s Guide to Radical Management
Blog Post: http://www.libconf.com/2015/04/27/continuous-innovation-and-transformation-the-opening-keynote/
Video (you can skip the promo at the beginning!): http://www.libconf.com/2015/04/27/continuous-innovation-and-transformation-the-opening-keynote/
John Palfrey, Head of School, Phillips Academy, Board President of the Digital Public Library of America (DPLA) & Author, BiblioTECH: Why Libraries Matter More Than Ever in the Age of Google
Blog Post: http://www.libconf.com/2015/04/28/creating-a-new-nostalgia-the-tuesday-keynote/
But why is customer service or delighting the customer so important? Customer service fosters a good relationship between customers and the organization and leads to keeping or engaging those customers. Without customers there is no business or support in the case of non-profits like libraries. Reducing a customer’s stress, giving them a pleasant customer experience, and providing information that can solve their problem is all important to keep positive customer satisfaction (the overall contentment with a customer interaction). Excellent customer service involves providing outstanding service that meets (or exceeds) the customer’s expectations — it delights the customer. Excellent customer service also includes having a great attitude and being people centered or customers focused. So in addition to knowing your customer really well, and understanding their true expectations (making no assumptions), what do you need for good customer service?
Develop the skills to be successful Assess the current level of customer service (customer satisfaction surveys,
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Steve Denning gave a great opening keynote today at Computers in Libraries 2015 in DC on Continuous Innovation & Transformation. As he says, with the Internet came a shift from seller to buyer and with that shift came new ways of thinking and doing — a new dynamic. A new dynamic requiring a change in mindset enabled by computers — one where management is all about enablement not control, about continuous improvement. It is also a new dynamic for all in the organization, where everyone in the organization has a clear sight of the customer. Where it’s all about delighting the customer — an outcome not an output. Iterative customer-focused improvements — continuous innovation and transformation.
It’s not easy to make this shift though so there has to be lots of horizontal conversation and storytelling to get to the new mindset. It is very easy to revert back to traditional styles of management which are hierarchical bureaucracies. Bureaucracies are like morphing viruses that keep finding ways to come back!
So what is the future of libraries? It isn’t about computerizing existing services or applying 21st century technology to save money, and it certainly is not about building apps! It is about meeting customer needs, delighting them and enhancing value. Also about asking the right questions: How can we delight our users & customers? How can we manage our libraries and organizations for continuous innovation? What will makes things better, faster, cheaper, more convenient for our users and
Continue reading Continuous Innovation & the Future