ALL RIGHT.
I AM GOING TO GO AHEAD AND GET OUR
RECORDING STARTED.
AND WELCOME OUR PRESENTERS FOR TODAY.
WE ARE THRILLED TO HAVE FROM MARGARET
SULLIVAN STUDIO AND HARMONIC DESIGN,
MARGARET SULLIVAN, WHO IS THE PRINCIPAL AT
MARGARET SULLIVAN STUDIO.
LYNA VUONG, WHO IS THE SENIOR DESIGN
ANTERIOR THE MARGARET SULLIVAN STUDIO.
PAUG IS THE CODE AT HARMONIC DESIGN.
AND LEAH BERG IS THE SERVICE DESIGNER AT
HARMONIC DESIGN.
WE ARE SO THRILLED TO HAVE YOU HERE.
WELCOME ALL FOUR OF YOU.
I AM GOING TO GO HEALED AND PASS IT ON
OVER TO MARGARET AND SHE WILL GET US
STARTED.
WELCOME, MARGARET.
>> THANK YOU.
WE ARE SO EXCITE $TO BE HERE.
THANK YOU, JENNIFER, TO YOUR TEAM AND ALL
THE WEBJUNCTION FOLKS GIVING OUR OFFICE
THE OPPORTUNITY TO DO SOMETHING WE HAVE
WANTED TO DO FOR A LONG TIME.
TO TAKE THE WORKSHOP PROCESS THAT PATRICK
AND I HAVE BEEN DEVELOPING AND EVOLVING
WITH SO MANY LIBRARIES ALL OVER THE
COUNTRY.
AND IF YOU ARE ON THIS WEBINAR AND HAVE
WORKED WITH US, PLEASE IDENTIFY YOURSELF.
BECAUSE THIS IS THE LEARNING CIRCLE THAT
WE WANT TO CREATE.
AND IT'S GIVING US THE OPPORTUNITY TO TAKE
OUR TOOLS AND TECHNIQUES AND MAKE THEM
BROADER AND ACCESSIBLE TO YOU ALL.
WE ARE EXCITED ABOUT THIS TWO-PART
WEBINAR.
AND TODAY, YOU ARE GOING TO LEARN ABOUT A
MIND SET AND A PROCESS THAT WILL BE ABLE
YOU TO LISTEN AND LEARN FROM YOUR
COMMUNITY WITH MORE HEIGHTENED SENSES AND
MORE HEIGHTENED AWARENESS.
YOU WILL LEARN HOW TO LOOK ALL AROUND YOU
AND SEE MORE OPPORTUNITIES.
AND YOU WILL LEARN THE FOUNDATIONAL TOOLS
THAT WILL HELP YOU BE MORE COLLABORATIVE,
CREATIVE AND INNOVATIVE SO THAT YOU CAN
TAKE ACTION WITH CONFIDENCE AND INTENTION
ABOUT WHAT YOU CAN DO TO A MORE
RESPONSIVE, ADAPTABLE, NIMBLE, PIVOTING.
PUT YOUR WORD IN THE CHAT -- THAT YOU ARE
BECOMING IN THIS POST-COVID ERA.
NO MATTER THE PLATFORM, WE ARE LEARNING
ALL SORTS OF NEW PLATFORMS TO DISTRIBUTE
AND DEPLOY OUR SERVICES.
TO SERVE YOUR COMMUNITIES PROACTIVELY
DURING THIS INCREASINGLY UNCERTAIN TIME.
JUST SO EXCITED.
PATRICKS AND LYNA AND LEAH AND I HAVE BEEN
WORKING ALL OVER THE COUNTRY WITH FOLKS
JUST LIKE YOU FOR, AND COMMUNITIES THAT
TINY LIBRARIES WITH STAFF OF FIVE TO
COMMUNITIES THAT HAVE LARGE LIBRARIES WITH
STAFF OF 700.
AND SO TODAY, WHAT WE ARE GOING TO BE ABLE
TO DO IS INTRODUCE TO YOU SOME OF THE
TECHNIQUES THAT WE HAVE BEEN USING.
AND I JUST LOVE THIS QUOTE THAT TARA IN MY
STAFF, BUT MARGARET, YOU SAY THIS ALL THE
TIME.
I SAID, I HAD NO IDEA THAT J.F.K. WENT TO
A ATTRIBUTE THIS TO.
IF NOT US, WHO?
IF NOT NOW, WHEN?
WE ARE GIVEN A TRUE OPPORTUNITY OF URGENCY
IN OUR COMMUNITIES AND TODAY WE WILL LEARN
SOME WAYS TO TAKE ACTION.
WE ARE AT SUCH A UNIQUE TIME THAT
WEBJUNCTION HAS GIVEN US THE OPPORTUNITY
TO GIVE YOU ALL A TWO-PART SERIES.
AND THAT IN BETWEEN WE ARE GOING TO BE
WORKING WITH THREE LIBRARIES FOR SOME CASE
STUDIES SO WE CAN ENSURE THAT THE WORK WE
ARE DOING TOGETHER IS RELEVANT TO THE
SITUATION WE ARE IN RIGHT NOW.
AND WHAT ARE THE QUESTIONS THAT WE ARE
ASKING EVERY DAY THAT WE WAKE UP WHAT KIND
OF COMMUNITY EXPERIENCE DO WE WANT TO
CREATE?
WHAT KIND OF LIBRARY EXPERIENCE DO WE WANT
TO CREATE?
BECAUSE AS WE ARE LEARNING REALISTICALLY,
OUR SERVICES CAN'T BE AN CONSIDERED IN OUR
BUILDINGS.
THEY HAVE TO BE ANCHORED IN OUR
COMMUNITY.
I LIKE TO PUT MY FRIEND PETER, THE LIBRARY
WE CLOSED WILL NOT BE THE LIBRARY WE
OPEN.
I WANT TO ENCOURAGE YOU ALL TO BE USING
THE CHAT TO BE RESPONSIVE TO YOUR TAKE.
WHAT'S YOUR QUOTE FOR THE TIME PERIOD THAT
WE'RE IN?
AND I LOVE THIS QUOTE BECAUSE I THINK IT
HELPS US THINK ABOUT THE OPPORTUNITY THAT
TO EVEN LOOK ON THE "WHAT I WOULD SAY THE
OTHER SIDES OF COVID.
OR THE ERA OF THE PANDEMIC.
WHAT IS OUR RESPONSIBILITY TO OUR
COMMUNITY?
WHAT IS THE PRIVILEGE THAT WE HAVE?
"WE HAVE TO IMAGINE A DIFFERENT FUTURE,
EVEN IF WE WILL NOT EXPERIENCE THAT FUTURE
OURSELVES."
THIS WAS A QUOTE THAT DR. ANGELA DAVIS
GAVE A COUPLE WEEKS AGO ON A CONVERSATION
WEBINAR THAT I HEARD HER SPEAK TO.
SO WE KNOW OUR OPPORTUNITY.
AND MANY.  YOU ALL HAVE PROBABLY WENT TO
CONFERENCES AND HEARD OUR FRIENDS, ERIC,
SPEAK ABOUT THE OPPORTUNITY THE LIBRARIES
HAVE TO BE A VERY PROACTIVE MEMBER IN
CREATING THE SOCIAL EQUITY NETWORKS IN OUR
COMMUNITIES TO BUILD COMMUNITY INCLUSION.
AND BE A PART OF THE SOCIAL FABRIC.
BUT WHAT HAVE WE BEEN EXPERIENCING NOW?
AND I TALK ABOUT, YOU KNOW, OUR MINDS ARE
OFTEN IN A VARIETY OF TIME FRAMES.
SO WE'VE BEEN THINKING ABOUT OUR
COMMUNITIES AND THIS NOTION OF RAPID
RELIEF.
WE'VE BEEN THINKING ABOUT HOW WE NEED TO
STABILIZE OUR COMMUNITIES BY ENSURING THAT
THE THINGS THAT THEY ENJOY PRE-COVID WE
ARE STILL ABLE TO OFFER.
BUFF IT'S ALSO GIVING US AN OPPORTUNITY TO
THINK STRATEGICALLY ABOUT WHO WE WANT
TOKING FOR OUR COMMUNITY FOR THE
LONG-TERM.
I WOULD LOVE FOR YOU ALL TO PUT INTO THE
CHAT SOME OF THE THINGS THAT, PARTICULARLY
IN THIS NOTION OF RAPID RELIEF, HOW HAVE
YOU BEEN SERVING YOUR COMMUNITY
DIFFERENTLY AS A RESULT OF THE PANDEMIC?
AND THE OTHER THING THAT I THINK IS REALLY
IMPORTANT FOR US TO BE PROUD ABOUT IS THAT
WE CAN BE A PART OF THE SOLUTION IN
CREATING THE RESILIENCY AND RECOVERY THAT
OUR COMMUNITIES NEED.
AND I LISTENED TO A WEBINAR THAT WAS GIVEN
BY THE DEPUTY MAYOR OF NEW ORLEANS
POST-KATRINA.
AND HE SAID VERY CLEARLY THAT COMMUNITIES
THAT ORGANIZE AND ADVOCATE FOR THEMSELVES
MORE EFFECTIVELY ARE THE COMMUNITIES THAT
WILL RECOVER FASTER FROM A CRISIS.
THEN THE SECOND THING HE SAID IS THAT WE
KNOW, AS A DEPUTY MAYOR, THAT FOR A FACT,
PREVENTATIVE PROGRAMS FOR YOUTH AND
FAMILIES OR WORKFORCE DEVELOPMENT, FOR
HEALTH AND WELL-BEING ARE EFFECTIVE.
SO WHEN HE SAID THOSE TWO THINGS, IT WAS
SO CLEAR TO ME THAT THE LIBRARY CAN PLAY A
VERY PROACTIVE ROLE IN HELPING OUR
COMMUNITIES RECOVER MORE EFFECTIVELY AND
EFFICIENTLY FROM THIS CRISIS.
BEFORE WE GET TO VISION, I WOULD LOVE FOR
FOLKS TO CHAT, PUTT IN THE CHAT, WHAT HAS
BEEN THE BIGGEST CHANGE FOR YOU
POST-PANDEMIC?
LET'S TAKE A COUPLE MINUTES TO JUST PUT
SOME OF THOSE, THE BIGGEST CHANGES
POST-PANDEMIC IN THE CHAT?
>> EXCELLENT.
I AM SEEING SOME ALREADY COMING THROUGH.
PARTNERING WITH COMMUNITY ORGANIZATIONS
HAS INCREASED SO MUCH.
I HEAR THIS SO MUCH NOW.
PARTNERING.
AND I KNOW THAT YOU ALL ARE GOING TO TALK
A LOT ABOUT PARTNERS IN THIS WORK.
LOTS OF VIRTUAL PROGRAMMING.
CURBSIDE PICKUP.
WIRELESS PRINTING.
ONLINE TUTORING.
EXPANDING WI-FI SO THAT WE CAN REACH MORE
FOLKS THAT DON'T HAVE INTERPRET ACCESS.
OUTDOOR GATHERINGS.
BOOK CLUBS, CAREGIVERS, SUPPORT OUTSIDE.
GREAT.
>> AWESOME.
FOR A MOMENT, IT I-ALSO WANT US TO
CELEBRATE WHAT HASN'T  CHANGED.
SO OUR VISION, HOW WE SEE THE FUTURE, HAS
NOT CHANGED.
OUR MISSION, WHY WE EXIST, WHAT
DISTINGUISHES WHAT WE DO FOR OUR
COMMUNITY.
THAT HASN'T CHANGED.
AND MOST IMPORTANTLY, OUR  VALUES.
WHAT WE BELIEVE.
NOT ONLY HOW WE TREAT OUR COMMUNITY
MEMBERS, BUT HOW WE TREAT EACH OTHER.
THE VALUES THAT UNDERPIN OUR WORK ARE
CRITICAL IN EVERYTHING WE DO.
AND SO AGAIN, I WANT TO AS WE ARE
CHATTING, I LOVE FOR YOU ALL TO PUT IN THE
VALUES THAT DRIVE WHY YOU WAKE UP, WHY YOU
COMMIT YOUR WORK, YOURSELVES TO THIS
WORK.
TO BRING INCREASED QUALITY OF LIFE AND
QUALITY OF PLACE.
IT'S A NEW TERMINOLOGY I JUST LEARNED THAT
I LOVE.
TO YOUR COMMUNITY MEMBERS.
FABULOUS.
>> WE'VE GOT SOME STATEMENTS IN THE MAKE.
SOME VALUE STATEMENTS IN THE MAKING FOR
SURE FLOODING THROUGH CHAT.
KINDNESS, COMPASSION, INTEGRITY, RESPECT,
EQUITY, INNOVATION.
WE CONNECT.
WE CREATE.
WE HELP OTHERS.
WE MEET THE NEEDS OF THE COMMUNITY.
YEAH.
THIS WOULD MAKE A LOVELY WORD CLOUD.
>> WE MIGHT, WE ARE DESIGNERS.
WE MIGHT JUST HAVE TO DO THAT.
>> YES.
YOU ARE ALL GETTING IT ALREADY.
THE VALUES ARE WHY OUR COMMUNITIES NEED US
NOW MORE THAN EVER.
NO OTHER PUBLIC INSTITUTION LIVES, EATS,
DRINKS, SLEEPS THE COMMITMENT TO THE
COMMUNITY LIKE THE PUBLIC LIBRARY.
AND I WANT ALL OF YOU EACH DAY TO
CELEBRATE THE OPPORTUNITY THAT YOU HAVE
BEEN GIVEN IN YOUR PROFESSION TO LIVE YOUR
VALUES AND TO BE THE LENS.
REMEMBER HOW WE USED THE WORDS
"ORGANIZATION AND -- YOU ARE SUCH A STRONG
ADVOCATE FOR YOUR COMMUNITY IN EVERY
SINGLE THING THAT YOU DO.
BECAUSE YOU OWN INCLUSION.
AND THAT'S JUST SOMETHING TO BE PROUD OF.
IF WE LOOK AT OUR RECIPE, THE CUSTOMERS
AND OUR ACTIVITIES.
SOME OF YOU SAY CUSTOMERS, UP SAY
PATRONS.
IN EUROPE THEY USE MEMBERS.
WE USE THE TERMINOLOGY INTERCHANGEABLY.
BUT OUR COMMUNITY MEMBERS AND THE
COMMUNITIES THAT THEY BELONG TO, THE
PROGRAMS, SERVICES, ACTIVITIES THAT THEY
NEED, AND CAN WE GIVE ANOTHER SHOUT OUT TO
OUR PARTNERS?
BECAUSE WE NOT 21st CENTURY LIBRARY DOES
NOT EXIST WITHOUT THE WHOLE RECIPE AND
COMPLEMENT.
WE KNOW THAT REGARDLESS OF THE PLATFORM
THAT WE ARE SERVING OUR COMMUNITY WITH,
THIS IS THE PLATFORM OF THE PUBLIC
LIBRARY.
AND WE KNOW, THIS HASN'T CHANGED EITHER.
THAT BEER SERVING ALL STYLES OF LEARNERS,
WHETHER IT'S IN A BUILDING OR NOT IN A
BUILDING.
AND THAT WE ARE CREATING THE CONDITIONS
FOR SO MANY THINGS THAT OUR FACILITY
PRE-COLD WERE DOING.
WE ARE LEARNING HOW TO DEPLOY THOSE IN A
VARIETY OF WAYS.
SO WE OFTEN SAY THIS QUESTION IN THE WORK
WE ARE DOING PARTICULARLY AT FACILITIES
DESIGN.
BUT I THINK WE CAN REFRAME THE QUESTION.
HOW WILL THE PLATFORM SUPPORT THE
ACTIVITIES AND PROGRAMS AND SERVICES TO
CREATE THE FEELINGS AND THE OUTCOMES THAT
WE WANT FOR OUR COMMUNITY OF USERS?
I AM GOING TO SAY THAT ONE MORE TIME.
HOW WILL THE PLATFORM SUPPORT THE
ACTIVITIES AND PROGRAMS AND SERVICES TO
CREATE THE FEELINGS AND THE OUTCOMES THAT
WE WANT FOR OUR COMMUNITY OF USERS?
AND THAT'S THE SERVICE DESIGN HELPS US TO
DO.
SO THAT WE CAN TAKE THIS CONCEPT OF PLACE
MAKING, WHICH IS REALLY CREATING A
WONDERFUL EXPERIENCE FROM TOP TO BOTTOM
FOR OUR COMMUNITY MEMBERS, AND TAKE IT
INTO THE PLATFORM, THE VARIETY OF
PLATFORMS POST-PANDEMIC HAS'S ABLED US TO
THINK MORE INTENTIONALLY ABOUT.
HOW WILL WE TAKE THE LEARNINGS OF
PRE-COVID TO FOSTER EXPERIENCES LIKE
PLAY?
TAKE THE LEARNINGS PRE-COVID LIKE
ACTIVATING OUTDOOR SPACES AND START TO
APPLY THEM TO A POST-COVID WORLD.
AND THIS IS SOME WORK THAT OUR FIRM IS
DOING WITH THE DELAWARE LIBRARY WHERE WE
ARE WORKING WITH ALL -- 30 LIBRARIES
THROUGHOUT THE STATE OF DELAWARE TO
ACTIVATE THEIR OUTDOOR EXPERIENCES AND
OPPORTUNITIES TO EXTEND THEIR STRATEGIC
INITIATIVES THROUGH PLACE MAKING AND THE
OUTDOOR EXPERIENCES.
I DON'T KNOW IF SOME OF YOU ALL SAID THAT
A LOT OF YOU ALL ARE DOING MORE OF THAT.
BUT THIS IS AN EXAMPLE OF HOW WE TAKE
THEIR STRATEGIC INITIATIVES AROUND
CURIOSITY, FOSTERING ENTERTAINMENT, SHOW
THEM THAT WE ARE ACTIVATING DIGITAL
LITERACY AND PERSONAL DEVELOPMENT.
AND THEN LOOKING AT HOW WE'RE ACTIVATING
SOME OF THE OUTDOOR SPACES, WHETHER IT'S
BALCONIES OR YARDS, TO CREATE REALLY FUN
OPPORTUNITIES THAT STILL WORKING WITHIN
THE EVER CHANGING, EVER EVOLVING SAFETY
AND SECURITY MEASURES OF THE PANDEMIC.
SO YOU CAN SEE SOME OF THE WAYS THAT WE'RE
ACTIVATING BOTH THEIR OUTDOOR BALCONIES.
AND THEN THIS IS A DIAGRAM SHOWING OUTDOOR
PARKING SPACES THAT, IN THE PANDEMIC ERA,
WE'RE ASKING FOR, DON'T ASK FOR PERMISSION
BUT FORGIVENESS?
IT'S ALLOWING US TO TAKE COURAGE AND DO
SOME THINGS THAT WE WOULDN'T HAVE BEEN
ABLE TO DO PRE-COVID.
BUT WE'RE TAKING OVER ONE OF THE PARKING
LOTS ADJACENT TO THE LIBRARY AND SHOWING
HOW WE CAN ACTIVATE IT WITH GAMES.
AND HERE'S ANOTHER EXAMPLE OF ANOTHER
LIBRARY IN A COMPLETELY DIFFERENT
COMMUNITY.
OH, I HAVE TO TELL YOU ALL.
I FORGOT TO TELL YOU.
THIS EXAMPLE IN REHOE BETH BEACH.
SO YOU CAN SEE WHY WE'RE PUTTING IN ARCADE
GAMES BECAUSE IT'S A BEACH TOWN.
AND THIS BALCONY AT THE REHOBETH BEACH
LIBRARY WE ARE PUTTING IN THE BROWSING OF
THE BOOKS, THE AREA FOR SOCIALIZATION AS
WELL AS AN AREA FOR DIGITAL LITERACY.
SO YOU START TO SEE MORE OF THE
CONVENTIONAL PROGRAMS ON THE UPPER LEVEL.
AND THE COMMUNITY-BASED CHARACTERISTIC ON
THE LOWER LEVEL.
AND THEN THIS HAS BEEN ANOTHER COMMUNITY
CALLED GEORGETOWN, WHICH HAS A HIGH
IMMIGRANT POPULATION.
AND SO LATINX POPULATION.
AND YOU ARE START, TO SEE, AGAIN, THE
STRATEGIC AREAS OF FOCUS APPLIED DIAGRAM
MATICALLY AND THEN THE OUTDOOR PLAZA AND
THE PLAZA THAT'S UNDERNEATH THE ROOF
CANOPY ARE ACTIVATED FOR A VARIETY OF
GAMES AND THEN A VARIETY OF ACTIVITIES AND
PROGRAMS TO, FOR DIGITAL LITERACY.
AND READING AND GATHERING OF FAMILIES.
BUT YOU'RE ALSO STARTING TO SEE A FULL
CULTURAL REPRESENTATION THROUGH DECORATIVE
ELEMENTS THAT WILL ALSO ACTIVATE THE
OUTDOOR EXPERIENCE.
SO THE QUESTIONS WE REQUEST AREN'T, IT'S
NOT A ONE SIZE FITS ALL.
SO WHAT IS YOUR UNIQUE OPPORTUNITY?
WHAT IS THE LEARNING EXPERIENCE THAT YOU
WANT TO CREATE FOR YOUR COMMUNITY
MEMBERS?
AND THEN GOING BACK TO JUST THE
FUNDAMENTAL, WHO ARE WE CREATING THIS WORK
FOR AND WHY?
SO THE NEXT PHASE I MY PART OF THE
PRESENTATION BEFORE I HAND IT OVER TO
PATRICK IS, GIVING YOU ALL SOME EXAMPLES
OF THINGS THAT I HAVE BEEN SEEING AS
OPPORTUNITIES DURING THE PANDEMIC PHASE
FOR ME.
AND I REALLY DO.
SOME OF YOU KNOW ME.
WELL ENOUGH TO KNOW WHAT I AM SAYING IS
TRUE.
I REALLY DO GO AROUND THE WORLD SAYING,
WELL, IF I WERE A LIBRARIAN, HOW WOULD I
SEE MY OPPORTUNITY IN THIS EXPERIENCE?
AND POST-COVID I'VE BEEN LIVING IN
GREENVILLE, SOUTH CAROLINA, WHERE MY
CHILDREN ARE, AS WELL AS GOING BACK AND
FORTH TO NEW YORK CITY WHERE I LIVE AND
WORK.
SO THE NEXT SERIES OF SLIDES ARE GOING TO
BE ABOUT HOW I HAVE SEEN MY EXPERIENCE IN
THOSE TWO PLACES.
THE FIRST PLACE I WENT IN GREENVILLE,
SOUTH CAROLINA, WHEN THE STORES STARTED TO
OPEN WAS THE BOOKSTORE.
WE HAVE THIS FABULOUS DOWNTOWN BOOK TORE
CALLED M. JUDSON.
IED TO FIND OUT HOW THEY WERE NEGOTIATING
THEIR POST-COVID WORLD.
AND THEY TOLD ME THAT THEY WERE, EVERY DAY
THEY WERE -- ESPECIALLY AS THEY INITIALLY
OPENED, EVERY DAY THEY WERE CHANGING OUT
THEIR OPERATIONS.
BUT ONE OF THE THINGS THAT THEY, ONE OF
THE IDEAS THEY GAVE ME WHICH I THOUGHT WAS
SO FABULOUS THAT THEY WERE OPENING THE
LIBRARY -- I'M SORRY.
OPENING THE BOOKSTORE TO GROUPS OF LIKE,
THE FAMILY AND FRIENDS, WE WILL OPEN IT
JUST FOR YOU ALL TO BROWSE.
I THOUGHT THAT WAS A GREAT IDEA.
AND THEN I LOVE THIS SIGN OVER HERE THAT
SAID "FULL OF BOOK LOVERS RIGHT NOW.
PLEASE COME BACK IN A BIT," AS A WAY TO
MANAGE CROWD CONTROL.
THE FIRST SHOPPING EXPERIENCE I HAD WAS TO
ANTHROPOLOGIE.
AND I JUST REMEMBER I-I AM GOING TO HAVE
YOU ALL CHAT IN HERE.
WHAT WAS YOUR FIRST SHOPPING EXPERIENCE
WHEN STORES OPENED IN YOUR COMMUNITY?
SO I JUST REMEMBER SO VIVIDLY HOW
COMFORTABLE I WAS MADE TO FEEL WHEN I
WALKED IN.
THEY SAID, WE ARE SO GLAD TO SEE YOU.
THANK YOU FOR COMING TO ANTHROPOLOGIE.
AND I JUST REMEMBER THINKING, THIS IS THE
WAY ALL OF US WANT TO BE GREETED WHEN WE
ARE COMING INTO SHOPS FOR THE FIRST TIME.
AND WE'RE NOT NECESSARILY YET SUPER
COMFORTABLE.
I THOUGHT THAT WAS A FABULOUS EXPERIENCE.
I HAVE BEEN RIDING MY BIKE EVERY EVENING
IN THE SWAMP RABBIT TRAIL, WHICH IS THIS
GREAT 20 MILES OF BIKING AND HIKING, A
TRAIL TO TRAIL IN GREENVILLE, SOUTH
CAROLINA.
AND PEOPLE ARE COMING OUT TO CELEBRATE
CULTURAL DIVERSITY IN WAYS THAT I HAVE
NEVER SEEN BEFORE IN ANY COMMUNITY.
SO IN JUST ONE SUNDAY AFTERNOON ON THE
LEFT, I SAW TWO PEOPLE PRACTICING NATIVE
AMERICAN DRUMMING.
AND ON THE RIGHT, A GROUP PRACTICING
AFRICAN DANCING.
AND I JUST THINK IT'S SO FABULOUS TO THINK
ABOUT CREATING THE CONDITIONS FOR OUR
COMMUNITIES TO SELF CONGREGATE IN WAYS
THAT THEY ARE FEELING SAFE AND SECURE
DURING THE PANDEMIC.
SO NOW ARE WE READY TO GO UP NORTH TO NEW
YORK CITY?
THIS IS A GROUP CALLED STREET LAB THAT, IN
NEW YORK, HAS BEEN DEPLOYING OBSTACLE
COURSES ORCHIDS.
THEY CAN SEE THAT AT THE TOP.
AND ON THE LEFT, HOMEWORK HUB LAB.
TO ACTIVATE THE STREETS.
AND IT'S JUST SO FABULOUS.
TO SEE THESE DEPLOYED THROUGHOUT THE
CITY.
AND YOU KNOW, IT'S JUST FURNITURE.
ALL OF US HAVE THE JUST FURNITURE AND
SIGNAGE.
AND THE CREATING THE CONDITIONS FOR THESE
ACTIVITIES TO HAPPEN.
AND THIS IS IN THE BRONX, THE THIRD AVENUE
BUSINESS IMPROVEMENT DISTRICT IS ALSO BEEN
ACTIVATING THEIR STREETS WITH GAMES AND
DISTRIBUTION EVENTS.
AND THE OUTDOOR DINING THAT'S BEEN
HAPPENING IN NEW YORK CITY HAS BEEN
FABULOUS TO SEE THE STREETS TRANSFORMED.
BUT WHAT'S ALSO BEEN FABULOUS IS TO SEE
HOW ORGANIZATIONS, AND, AGAIN, IT'S A
BUSINESS IMPROVEMENT DISTRICT UP IN THE
BRONX.
HAS BEEN PROGRAMMING SATURDAY SALSA
DANCING.
AND THE FOLKS ARE COMING OUT AND GATHERING
WITH EACH OTHER IN WAYS THAT THEY ARE
FEELING COMFORTABLE.
MY OFFICE HAS BEEN INVOLVED IN DOING A LOT
OF THE RAPID RELIEF WORK THAT I KNOW SO
MANY OF YOU ALL ARE ALSO DOING.
THIS WAS AN EVENT THAT TARA AND I FROM MY
OFFICE, IN THE UPPER LEFT-HAND CORNER,
WERE A PART OF IN JUNE WHICH WAS
DISTRIBUTION EVENTS.
PPE.
WE HAVE A PARTNERSHIP WITH A GROUP, THE
RAT FOR BRONX GROUP IS DOING FOOD
DISTRIBUTION.
AND INCREASINGLY IT'S FROM TO NOT JUST
PROVIDE RESOURCES, BUT ALSO TO PROVIDE FUN
AND GAMES TO BUILD CULTURAL CELEBRATIONS
AND COMMUNITIES.
BECAUSE WE DESPERATELY NEED IT.
WE DESPERATELY NEED FUN THINGS TO DO.
I AM ON THE BOARD OF A NON-PROFIT CALLED
OPEN HOUSE NEW YORK.
AND WE HAD A TWO-DAY FESTIVAL THAT USED TO
BE WHERE WE WOULD GO TO 300 SITES IN THE
CITY AND EXPERIENCE AMAZING ARCHITECTURE
AND INTERIORS.
WE HAD TO RETHINK WHAT THAT WAS GOING TO
BE THIS YEAR IN A PANDEMIC ERA.
ONE OF THE GREATEST IDEAS THAT CAME OUT OF
OUR STAFF AT OPEN HOUSE NEW YORK WAS, THEY
CREATED A SCAVENGER HUNT AROUND FOUR KEY
AREAS.
HEALTH, REPRESENTATION, AND EQUITY,
KNOWLEDGE, AND LEARNING, AND DIGNITY.
AND I JUST THINK FOR LIBRARIES THIS IS
SUCH A COOL IDEA.
BECAUSE YOU ALL COULD DO THIS YEAR-ROUND.
TO JUST USE YOUR SKILLS AT RESEARCH AND
MAKING CONNECTIONS TO YOUR COMMUNITY OF
THINGS THEY WOULD BE INTERESTED IN.
AND CREATING SCAVENGER HUNTS THAT GET
FOLKS OUT AND ABOUT IN THEIR COMMUNITIES
TO SEE THEIR WORLD DIFFERENTLY.
AND TO BRING KNOWLEDGE AND CULTURE
TOGETHER IN A REALLY INTERESTING, INNOVATE
WAY.
THE NEW VICTORY THEATER IS ONE OF OUR
FAVORITE CLIENTS.
AND THEATERS HAVE JUST BEEN STRUGGLING SO
MUCH.
BUT THEY'VE BEEN DOING THESE AMAZING
VIRTUAL PROGRAMS.
AND WHAT I LOVE ABOUT THIS, IT STARTED
MAKING ME THINK ABOUT WHEN THEY DO A
PROGRAM THAT'S ABOUT PLAY MAKING WEEK, AND
THEY'VE GOT ACTIVITIES AND PROGRAMS ONLINE
FOR MONDAY THROUGH FRIDAY.
JUST THAT NOTION THAT PARTICULARLY RIGHT
NOW, AS WE'RE THINKING ABOUT, WE'RE
OPENING BUT WE MIGHT HAVE TO CLOSE AGAIN,
RIGHT?
SOME OF US HAVING TO THINK ABOUT THE
PULLING BACK.
AND THINKING ABOUT ACTIVITIES AND PROGRAMS
THAT CAN HAPPEN SO SEAMLESSLY, BOTH
VIRTUALLY AND IN PLACE, BECAUSE YOU MIGHT
OPEN UP ON A MONDAY AND MIGHT NOT BE OPEN
AS A BUILDING ON THE NEXT DAY.
SO THINKING ABOUT PROGRAMMATIC
OPPORTUNITIES THAT CAN BE SEAMLESSLY
EXECUTED IN A VARIETY OF PLATFORMS.
AND THE OTHER THING THAT OUR OFFICE HAS
BEEN DOING IS BEEN WORKING COLLABORATIVELY
WITH A LARGE NUMBER OF NON-PROFITS IN THE
BRONX IN WHAT'S CALLED THE BRONX COMMUNITY
RELIEF EFFORT TO PROBLEM SOLVE SOME OF THE
MOST CRITICAL ISSUES THAT ARE FACING OUR
COMMUNITIES IN THE BRONX.
SUCH AS FOOD, EQUITY, INJUSTICE,
AFFORDABLE HOUSING, AND PARTICULAR WHAT
YOU SEE ON THE LEFT IS US WORKING
STRATEGICALLY THROUGH PARTNERS OF ABOUT 20
FOLKS TO REALLY HELP PROVIDE OPPORTUNITIES
AND SOLUTIONS FOR THE DIGITAL DIVIDE.
YOU CAN SEE HOW AN APPLICATION HERE, WE'VE
BEEN WORKING WITH A GROUP IN THE BRONCS
CALLED THE THINKUBATOR.
AND THIS GIVES US THE GREATEST JOY.
AS MUCH AS WE WOULD LIKE TO BE IN PERSON
WITH THESE TEENAGERS IN THE BRONX, BEING
ABLE TO WORK WITH THEM VIRTUALLY AS YOU
ARE SEEING IN THE BOTTOM RIGHT.
WE'RE WORKING WITH THEM TO THINK ABOUT
WHAT WILL THEIR PERFECT THIRD PLACE IN THE
FUTURE BE?
WHAT THERE PERFECT LIBRARY IN THE FUTURE
BE?
AND THAT GIVES US GREAT HOPE AND JOY.
AND SOME OF THE THINGS THAT PATRICK IS
GOING TO BE GOING MORE IN DEPTH WITH YOU
ON IS THAT WHEN WE SEE THESE OPPORTUNITIES
THAT WE COULD IMPLEMENT AND PROGRAMS AND
SERVICES, WE ALWAYS WANT TO GO BACK TO THE
INDIVIDUAL COMMUNITY WE'RE SERVING AND ASK
THEM SPECIFICALLY, WHAT ARE YOUR HOPES,
DREAMS, AND ASPIRATIONS?
BECAUSE THAT WILL HELP FRAME OUR
PRIORITIES.
AND THEN WE CAN USE TECHNIQUES THAT WE USE
OFTEN LIKE ENVISIONING THEIR FUTURES
THROUGH NARRATIVES SUCH AS CUSTOMER
JOURNEY I-KNEE MAPPING AND CUSTOMER
JOURNEY NARRATIVES TO ENVISION WHAT THOSE
FUTURES CAN BE.
AND FINALLY, BEFORE I PASS THE MIC TO
PATRICK, EXPERIENCE PRINCIPLES GIVE US THE
OPPORTUNITY TO WAKE UP EVERY MORNING AND
WITH INTENTION SAY, I WANT MY COMMUNITY TO
FEEL.
I WANT MY COMMUNITY TO FEEL TODAY.
AND WITH THAT INTENTION, WE ARE LIVING
OUR VALUES.
WE ARE SERVING OUR COMMUNITIES IN WAYS
THAT NO ONE ELSE CAN.
AND YOU ARE ALL USING YOUR SUPER HERO
POWERS TO TRANSRATE THE AWESOME
EXPERIENCES THAT WE WERE PROVIDING IN OUR
FACILITIES AND ANY NUMBER OF PLATFORMS
THAT ARE GOING TO WORK WITH THE
UNCERTAINTY OF THE WORLD WE'RE IN TODAY.
SO PATRICK, I HAND IT TO YOU.
AND WHILE WE GET SHIFTED OVER, I JUST WANT
THE TO ACKNOWLEDGE, I KNOW THERE'S BEEN
SOME GREAT CONVERSATION IN CHAT.
ABOUT WHAT WE TALK ABOUT, PRE-AND POST
COVID AND THAT WHOLE, WE ARE IN COVID AND
PIVOTING BACK AND FORTH FOR PROBABLY A
WHILE.
BUT THAT SAID, I APPRECIATE THE FOLKS THAT
RESPONDED TO MARCH.
>> -- MARGARET'S LAST QUESTION THAT
SUPPORTED AND SAFE CAME UP A L MAYBE
THERE'S GOING TO BE SOME DESIGN THINKING
JUST WITHIN THIS PLACE AND SPACE THAT WE
ARE IN RIGHT NOW.
BUT HOPEFULLY WE CAN MOVE FORWARD AND LIVE
WITH HOPE FOR WHAT WE MIGHT BE ABLE TO DO
BEYOND THIS TIME WE'RE IN.
THANKS TO EVERYONE WHO HAS CONTRIBUTED TO
CHAT WITH THAT.
>> HI, EVERYBODY.
THANKS, MARGARET.
I WILL TALK ABOUT SOMETHING I AM VERY
PASSIONATE ABOUT SERVICE DESIGN AND LEAH
FROM MY TEAM IS GOING TO SHARE, TOO,
TOWARDS THE END.
BUT I'VE BEEN A PRACTICING DESIGN FOR OVER
20 YEARS.
THE CULTURE OF DESIGN AND APPLY THAT BOTH
IN LIBRARIES, NON-PROFITS, AND
CORPORATIONS AND REALLY ENJOY CROSS
POLLINATING IDEAS AND CONCEPTS ACROSS
THOSE DIFFERENT DOMAINS.
SO I'M GOING TO TALK TO YOU A LITTLE BIT
ABOUT WHAT THESE WORDS MEAN IN TERMS OF
SERVICE DESIGN.
AND THEN HOW I THINK THEY CAN REALLY START
TO APPLY TO LIBRARIES AND HOW YOU CAN
CREATE BETTER OUTCOMES IN YOUR COMMUNITY.
SO LET'S START FIRST WITH THE WORD "
SERVICE" AND IN THE CHAT, I WOULD LOVE TO
GET A SENSE, WHEN I SAY THE WORD
"SERVICE," WHAT DOES THAT WORD MEAN TO
YOU?
IN THE CONTEXT OF LIBRARIES?
JENNIFER, WHAT ARE YOU SEEING?
>> LET'S SEE.
WHAT WE PROVIDE OUR PATRONS.
PLACE, MEETING PEOPLE WHERE THEY ARE.
SERVING NEEDS.
PROVIDING SUPPORT.
COMMITMENT.
PRIORITY.
DELIVERING AND MEETING THE NEED OF THE
COMMUNITY.
ACCESS.
COMMITTED.
PRIORITY.
CONNECTING PEOPLE TO OPPORTUNITIES.
ASSISTANCE, FINDING THE NEED, FILL THE
NEED.
THAT IS EXCELLENT.
>> THESE ARE ALL GREAT.
I THINK ONES THAT I HEAR A LOT ARE, WHAT
WE PROVIDE THE PUBLIC, WHAT WE DO THAT
AREN'T PROGRAMS, HOW WE INTERACT WITH THE
PUBLIC, WHATEVER THE PUBLIC NEEDS.
WHAT ISN'T IT?
WHICH IS I THINK VERY IMPORTANT IN
UNDERSTANDING THAT LIBRARIES ARE CRITICAL
MEMBERS OF COMMUNITIES.
AND IN THE END, WHAT YOU ARE TRYING TO DO,
THE BASIC DEFINITION OF THE SERVICES IS
THE ACTION OF HELPING SOMEONE, OR DOING
WORK FOR SOMEONE.
AND ONE OF THE REASONS I LOVED WORKING
WITH LIBRARIES IS BECAUSE THERE'S THIS
GREAT PASSION FOR HELPING PEOPLE IN
HELPING THEM NAVIGATE, NOT JUST THE
TRANSACTIONS THAT YOU DO EVERY DAY IN
LIBRARIES WITH MATERIALS AND PROGRAMS AND
THINGS, ALL THOSE INTERACTIONS, BUT THEN
THEIR LIVE IN THE COMMUNITY.
BUILDING ONLY WHAT MARGARET SAID EARLIER,
AND I YES WITH COVID.
THIS IS A MOMENT WHERE I THINK IT BRINGS
ATTENTION TO THESE THINGS BUT A LOT OF THE
THINGS THAT LIBRARIES, THE FORCES THAT YOU
ARE WORKING WITHIN YOUR COMMUNITIES, THESE
EXISTED BEFORE AND MANY EXIST AFTER
COVID.
YOU ARE DOING MORE AND MORE WORK AND MORE
WAYS THAN EVER.
YOUR COMMUNITIES NEED YOU.
AND YOU ARE TRYING TO NAVIGATE HOW TO MEET
THOSE EXPANDING NEEDS THAT YOU ARE SIGHING
AROUND YOU.
BUT WITH THE REALITIES OF YOUR BUDGET,
YOUR RESOURCES, THE SIZE OF YOUR TEAM.
THEY DON'T GROW AS EXPONENTIALLY AS THE
NEED AROUND YOU.
SO YOU HAVE TO MAKE THESE CHOIS AND YOU
ARE DOING THAT AND THEN AT EVER
INCREASINGLY COMPLEX AND UNPREDICTABLE
WORLD.
AND REALLY LOOKING AT YOUR SERVICE
OFFERINGS, YOUR SERVICE MODEL.
HOW YOU SHOW UP EVERY DAY.
AND HOW YOU RESPOND TO THIS EVER
INCREASING, EVER INCREASING WAYS THAT ARE
MORE DYNAMIC AND FLEXIBLE.
AND WHICH IN MY MIND, WHAT YOU REALLY NEED
TO THINK ABOUT, MARGARET USED THE WORD
PLATFORMS SEVERAL TIMES WHEN SHE WAS
TALKING AND USE THE IT A FEW DIFFERENT
WAYS.
IN THE END, THINK ABOUT LIBRARIES AS YOU
ARE A SERVICE PLATFORM.
AND WHAT I MEAN BY THAT IS, IN THE
CORPORATE WORLD, WHEN PEOPLE TALK ABOUT
PLATFORMS, WHAT THEY TALK ABOUT IS, IT'S A
MODEL IN WHICH YOU ARE CREATING VALUE FOR
DIFFERENT PEOPLE BY FACILITATING EXCHANGES
AMONG ALL THESE DIFFERENT ACTORS OR PEOPLE
THAT YOU COME IN CONTACT WITH.
AND SOMETIMES YOU CREATING THAT VALUE
DIRECTLY.
SOMETIMES YOU ARE CREATING IT BY BEING A
CONSEENER AND BRINGING PEOPLE TOGETHER.
SOMETIMES YOU ARE DOING IT INDIRECTLY JUST
BY HELPING SOMEBODY MOVE TO THE PERSON OR
INSTITUTION THAT CAN HELP THEM KEEP MOVING
FORWARD ON WHAT THEY ARE TRYING TO
ACCOMPLISH IN THEIR LIFE.
SO WHEN YOU THINK ABOUT LIBRARIES AS
PLATFORMS, THIS IS WHY MARGARET WAS
TALKING ABOUT THAT.
PARTNERS, THE VOLUNTEERS YOU HAVE EVERY
DAY, YOUR STAFF, THE GOVERNMENT.
I KEPT ADDING CIRCLES HERE.
YOU'RE SITTING IN THE MIDDLE OF A VERY
DYNAMIC NETWORK IN WHICH YOU ARE TRYING TO
DRIVE BIG OUTCOMES, LIKE LITERACY AND
EDUCATION, LIKE LEARNING AND DIVERSITY AND
BELONGING AND ECONOMIC WORKFORCE
DEVELOPMENT.
YOU KEEP ADDING.
AND EVERY DAY WHAT LIBRARIES ARE TRYING TO
UNDERSTAND IS, WHAT ARE WE DOING
DIRECTLY?
WHAT ARE WE DOING INDIRECTLY?
HOW ARE WE HELPING PEOPLE KEEP MOVING
FORWARD WHEN WE'RE NOT THE FINAL
DESTINATION TO CREATE WHAT THEY'RE NEEDING
AT THAT VERY MOMENT?
SO I THINK THIS IS WHERE DESIGN CAN REALLY
HELP.
BECAUSE THIS IS A VERY COMPLEX TASK YOU
HAVE.
SO YOU HAVE TO START TO BREAK IT DOWN AND
UNDERSTAND HOW DO YOU TACKLE THIS AND
REALLY CONTINUE TO EVOLVE HOW LIBRARIES
HELP PEOPLE AND HELP MOVE THEIR LIVES
FORWARD?
SO I ASK AGAIN, WHAT DOES "DESIGN" MEAN
FOR YOU?
DOES THIS MEAN, YOU HEAR THE WORD
"DESIGN," WHAT COMES TO MIND?
>> INTENTION.
INTENTION, INTENTIONAL CREATION.
CREATION.
ART, INTENTIONALITY.
FLOOR LAYOUTS.
PLANNING FOR RESPONSIVE SERVICE.
SPACE THAT GIVES FREEDOM.
EXPERIENCE THAT ENABLES PEOPLE TO ASPIRE
TO LIVE THEIR BEST LIVES.
FUNCTION.
APPEAL.
>> THESE ARE ALL GREAT.
SOMETIMES I WILL HEAR MANY DIFFERENT
THINGS.
THESE ARE ALL REALLY GOOD.
SOMETIMES I WILL HEAR, LOOK AND FEEL.
I'M EXCITED TO HEAR THINGS ABOUT PROBLEM
SOLVING AND INNOVATION AND THE PROCESS
BECAUSE I THINK IF YOU GO BACK 10 OR 15
YEARS, I HEARD THAT A LOT LESS.
AND THE MAIN THING IS THAT OFTEN PEOPLE
WILL SAY, IT'S WHAT DESIGNERS DO.
AND I THINK DESIGN REALLY IS AN ACTIVITY
THAT EVERYONE CAN BE INVOLVED IN.
IT IS A PROBLEM SOLVING APPROACH.
AND IT IS ABOUT, IF SOMEONE SAID, ONE THE
FIRST COMMENTS ON HERE, IT IS ABOUT
INTENTIONALITY.
YOU CAN INTENTIONALLY USE APPROACHES TO
DETERMINE HOW DOES SOMETHING WORK?
THAT COULD BE A PRODUCT.
THAT COULD BE A SERVICE.
THAT COULD BE AN ENTIRE ORGANIZATION.
BUFF IT'S A WAY OF APPROACHING AND SHAPING
SOMETHING IN ORDER TO CREATE THE OUTCOMES
THAT YOU ARE TRYING TO CREATE.
AND WHEN YOU LOOK AT LIKE COMMON WAYS OF
THINKING ABOUT IT AS A PROBLEM SOLVING
APPROACH, WHAT YOU DO IN A DESIGN TYPE,
WHEN YOU ARE DOING DESIGN, WHAT YOU ARE
DOING IS, YOU ARE BEING OPEN.
THIS IS WHERE THE CREATIVITY AND OPENNESS
COMES OPEN.
TO EXPLORE THE WORLD, EXPLORE PROBLEMS
THAT YOU ARE TRYING TO SOLVE BEFORE
JUMPING TO THE FIRST SOLUTION.
SOW YOU GIVE YOURSELF THE TIME AND SPACE
TO REALLY THINK DEEPLY ABOUT WHAT PROBLEMS
ARE WE TRYING TO SOLVE AND WHAT ARE THE
CHARACTERISTIC OF THESE PROBLEMS 1234 THEN
TO EXPLORE MULTIPLE SOLUTIONS THAT MAY
HELP YOU THEN SOLVE THAT PROBLEM.
THE OTHER THING IT SHOULD BE COLLABORATIVE
AND MULTI-DISCIPLINARY.
THERE ARE PEOPLE WHO SPECIALIZE IN DESIGN
AS A CAREER, DESIGN IS A MIND SET, A WAY
OF WORKING.
AND IT SHOULD BRING TOGETHER PEOPLE WITH
MULTIPLE SUPER POWERS OR SKILLS.
PEOPLE WHO ARE ANALYTICAL.
PEOPLE WHO ARE NATURAL STORY TELLERS.
PEOPLE WHO ARE CRUNCHING THE NUMBERS ON
THE FINANCES.
PEOPLE WHO CLEAR BARRIERS FOR PEOPLE TO DO
THEIR BEST WORK.
WHEN YOU FORM THE THE -- THE BEST THING TO
DO IS FORM DIFFERENT TEAMS WITH DIFFERENT
SKILLS AND EMPOWER THEM TO GO OUT AND
SOLVE PROBLEMS.
THE OTHER BIG PIECE, IT'S ALL ABOUT
PEOPLE.
WHAT YOU ARE TRYING TO DO IS GO OUT --
THIS IS ME DOING SOME FIELD RESEARCH.
IS GOING OUT AND LEARNING THE STORIES OF
PEOPLE TO EMPATHIZE WITH THEM AND
UNDERSTAND WHAT IT'S LIKE, THEIR LIVED
EXPERIENCES.
BUT MORE IMPORTANT, OR AS IMPORTANT, WHAT
YOU ARE DOING IS YOU ARE TRYING TO REALLY
UNDERSTAND ALL THE THINGS THAT ARE AT PLAY
IN THE CONTEXT OF THE PROBLEMS YOU ARE
TRYING TO SOLVE.
SO YOU CAN USE THAT AND RESPOND TO IT IN
YOUR DESIGN.
AND THE OTHER THING THAT YOU WILL SEE IN
THE DESIGN PROCESS IS THERE'S A BIAS
TOWARD MAKING.
THAT INSTEAD OF TALKING AND USING A LOT OF
ABSTRACT WORDS AND LANGUAGE TO THINK ABOUT
WHAT COULD BE DONE, AND THEN DOING IT AND
SEEING IF IT WORKS, YOU ARE CONSTANTLY
MAKING THINGS SO YOU CAN SEE AND SHARE
WITH ONE ANOTHER, CLUNG THE PEOPLE YOU ARE
TRYING TO SERVE, WHAT COULD BE THE FUTURE,
GETTING THEIR FEEDBACK, HELPING THEM,
HELPING THEM CO-CREATE IT WITH YOU SO THAT
THEN YOU CAN EVENTUALLY FIND THE BEST
SOLUTIONS AND PUT OUT INTO THE WORLD.
AND SO IN THE END WHAT YOU ARE TRYING TO
DO IS TO FIND THIS ALIGNMENT FROM A, SAY,
CUSTOMER OR PATRON'S PERSPECTIVE AND
STAFF.
WHAT YOU ARE TRYING TO DO IS FIGURE OUT
FOR THEM, WHAT ARE APPROACHES THAT THEY
ARE DESIRABLE FOR THEM TO PARTICIPATE IN?
THAT ARE USEFUL TO THEIR LIVES AND THAT
THEY UNDERSTAND HOW TO INTERACT WITH THE
SERVICE THAT YOU ARE PROVIDING?
AND THEN FOR THE INSTITUTION, WHAT YOU ARE
TRYING TO UNDERSTAND IS, THIS IS DESIRABLE
TO YOU, TOO.
THIS IS SOMETHING THAT YOU ARE
PASSIONATE.
THIS IS ALIGNMENT IN WITH YOUR MISSION.
IT'S AVAILABLE TO WHAT YOU HAVE IN YOUR
STRATEGIC PLANS AND THINGS YOU ARE TRYING
TO ACCOMPLISH IN YOUR COMMUNITIES AND IT
IS SOMETHING YOU CAN ACTUALLY CREATE AND
SUSTAIN AS AN ORGANIZATION.
IN THE END, I REALLY WANT TO STRESS THAT
THIS IS SOMETHING THAT THE MORE YOU
INVOLVE EVERYONE IN YOUR ORGANIZATION, IN
SOME WAY, INCLUDING FOR PEOPLE THAT YOU
SERVE, IN THE ACTIVITY OF TRYING TO
UNDERSTAND WHAT YOU ARE SOLVING AND HOW TO
SOLVE IT BEST FOR THEM, THEN THE BETTER
THE OUTCOMES WILL BE.
THAT BRINGS ME TO SERVICE DESIGN.
THAT'S SORT OF DESIGN AND SOME PEOPLE MAY
PROBABLY ARE FAMILIAR THOSE DAYS WITH
DESIGN THINKING.
AND SERVICE DESIGN IS KIND OF LIKE DESIGN
THINKING PLUS.
BECAUSE IN SERVICE DESIGN, WHAT YOU ARE
DOING IS YOU ARE USING A LOT OF THE
PROBLEM SOLVING APPROACHES AND STARTING
WITH DESIGN AND PEOPLE AT THE BEGINNING TO
FORM YOUR STRATEGY AND COME UP WITH
SOLUTIONS AS YOU DO IN DESIGN THINKING.
BUT IT IS A SPECIFIC APPROACH FOR SERVICE
AND FOR SERVICE ORGANIZATIONS AND PULSE
FROM -- PULLS FROM AREAS WELL BEYOND WHAT
DESIGN THINKING PULLS FROM.
BECAUSE ITS ROOTS ARE IN PRODUCT DESIGN.
AND SERVICES ARE VERY DIFFERENT ANIMAL
THAN PRODUCTS.
SO IN SERVICE DESIGN, IN ADDITION TO
PULLING FROM HUMAN-CENTERED DESIGN AND
APPROACH, WHAT YOU ARE ALSO DOING IS
THINKING IN TERMS OF SYSTEMS.
A LITTLE BIT OF WHAT MARGARET WAS TALKING
ABOUT EARLIER AND THE DIAGRAM I HAD
EARLIER ABOUT PARTNERS AND STAFF AND
CUSTOMERS.
WHAT YOU ARE DOING IS TRYING TO UNDERSTAND
ALL THE DIFFERENT PEOPLE AND INSTITUTIONS
THAT ARE IN YOUR COMMUNITY AND
UNDERSTANDING AS A SYSTEM.
AND UNDERSTANDING THAT SOMETIMES THE WAY
TO REACH AN OUTCOME IS NOT TO BE SOMETHING
YOUR CIVIL BUT TO INFLUENCE AND CHANGE A
RELATIONSHIP OR CHANGE A DYNAMIC IN YOUR
ECOSYSTEM TO HELP GET TO THE OUTCOMES.
OR TO HELP SOMEONE ELSE BE ABLE TO DO
THAT.
AND THEN LASTLY, BECAUSE YOU ARE SERVICE
ORGANIZATIONS, SERVICE DESIGN GETS DEEPLY
INTO IS ORGANIZATIONAL CULTURE AND
CAPABILITIES.
WHAT WE DO IN SERVICE DESIGN AND YOU START
USING THIS IN YOUR LIBRARY SYSTEM AS WE
HAVE SEEN LIBRARIES START TO DO, WHAT YOU
ARE REALLY DOING IS HOLISTICALLY LOOKING
AT NOT JUST WHAT CUSTOMERS AND PATRONS
EXPERIENCE OR NOT JUST WHAT STAFF IS
EXPERIENCING OR NEEDS.
BUT YOU ARE STARTING TO LOOK AT THAT
HOLISTICALLY AS ONE THING THAT YOU ARE
SOLVING FOR AND DESIGNING FOR.
AND IT REALLY UNLOCKS A BETTER, NOT JUST
BETTER SOLUTIONS BUT HELPS YOU THEN PUT
THEM IN AND ACTUALLY OPERATIONALIZE THEM
SO THAT STAFF IS VERY EXCITED AND TAKEN
CARE OF.
CUSTOMERS HAVE, LET'S GET THE VALUE THEY
NEED AND HAVE EXPERIENCES THAT ARE
DESIRABLE TO THEM AND TOWARDS THIS GOAL
THAT EVERYONE WINS.
WHICH IS A VERY HARD THING TO GET RIGHT.
SO IN SERVICE DESIGN THE FIVE PRINCIPLES
THAT WE GET PEOPLE TO THINK ABOUT AS WE
ARE DOING THIS, ARE FOCUSSINGS ON THE
NEEDS OF PEOPLE.
IT IS SHE BIAS IS LOOKING AT PEOPLE UNDER
TRULY UNDERSTANDING THEM.
SO THIS IS GOING BEYOND QUANTITATIVE
STUDIES AND REALLY GETTING OUT AND
ENGAGING WITH CUSTOMERS IN THE WORLD TO
UNDERSTAND THEIR BEHAVIORS AND THEIR NEEDS
AND THEIR DESIRES.
THE SECOND PRINCIPLE IS LOOKING AT,
THERE'S, AS I WAS SAYING BEFORE, EARN WHO
BENEFITS FROM A SERVICE SHOULD WIN.
SO THE SIMPLEST WAY I CAN PUT THIS AS,
WHEN A CUSTOMERS INTERACTS WITH A LIBRARY
AND THEY HAVE A NEED THAT THEIR NEED IS
MET.
BUT ALSO THE PEOPLE WHO WORK AT THE
LIBRARY, YOUR EMPLOYEES AND STAFF, THEY
SHOULD HAVE A GOOD DAY AT WORK.
AND YOU CAN THINK ABOUT RIGHT NOW IN THIS
VERY EXTREME MOMENT OF WHERE WE'RE ALL
TRYING TO UNDERSTAND.
I RUN A COMPANY AND I AM TRYING TO
UNDERSTAND EVERY DAY HOW DO I TAKE CARE OF
MY CLIENTELE BUT ALSO HOW DO I TAKE CARE
OF OF MY STAFF AND HOW DO WE DO OUR BEST
WORK AND HELP OUR CUSTOMERS REACH THEIR,
MEET THEIR NEEDS AND GET THE VALUE THEY'RE
LOOKING FOR BUT HOW DO I ALSO NOT HAVE MY
STAFF FEEL UNSAFE EITHER MENTAL LEAP OR
PHYSICALLY IN A VERY STRANGE TIME.
THIS IS WHERE THESE DESIGN APPROACHES
REALLY HELP YOU FOCUS ON THAT BALANCE.
AND MAKING SOME REALLY HARD DECISIONS AS A
RESULT OF THAT.
THE OTHER THREE ARE RELATED REALLY AROUND
THAT WHEN YOU ARE DESIGNING FOR SERVICE,
YOU CAN REALLY START TO BREAK DOWN AND
IDENTIFY WHAT ARE THE KEY MOMENTS IN WHICH
YOU INTERACT WITH CUSTOMERS AND YOU ARE
TRYING TO CREATE VALUE?
IN PARTICULAR MOMENTS THAT YOU CAN REALLY
START TO RETHINK KEY INTERACTION POINTS
AND REDESIGNING THEM TO MAKE SURE THAT
VALUE IS ACTUALLY CREATED IN EVERY MOMENT
OF SOMEONE'S EXPERIENCE.
AND WHAT IS THAT VALUE YOU ARE TRYING TO
DELIVER?
YOU ARE ALSO TRYING TO BALANCE, RIGHT NOW
YOU ARE HAVING TO RETHINK A LOT OF THE
SERVICES YOU DO.
PROBABLY MORE AND MORE ON DIGITAL.
DOING THINGS OUTSIDE OF THE LIBRARY RATHER
THAN JUST INSIDE.
AND HOW THE MORE YOU THINK ABOUT AND
EXPAND WHERE THE LIBRARY IS INTERACT
CYCLING WITH THE LIVES OF PEOPLE, HOW DO
YOU ORCHESTRATE ALL OF THAT SO THAT THEY
COME TOGETHER AND FORM A COHESIVE
EXPERIENCE FOR CUSTOMERS AND THAT YOUR
STAFF UNDERSTAND THE ROLE THEY PLAY IN
DIFFERENT PARTS OF THE SERVICES YOU ARE
PROVIDING.
AND HOW THEY WORK TOGETHER TO BE ABLE TO
DO THAT.
AND THEN WHERE NON-HUMAN THINGS LIKE
TECHNOLOGY ARE PLAYING THEIR ROLE.
AND THEN LASTLY, AS I MENTIONED, LOOKING
HOLISTICALLY AT MORE YOU CAN UNDERSTAND
HOW THE DIFFERENT PARTS YOU ARE TRYING TO
GET TO WORK TOGETHER, AS A WHOLE, ACROSS
TIME FOR CUSTOMERS IS WHERE YOU CAN HELP
PEOPLE MOVE FROM MOMENT TO MOMENT TO
MOMENT INCLUDING WHEN YOU ARE TRYING, WHEN
SOMEONE ELSE THAT'S A PARTNER OF THE
LIBRARY IS PICKING UP ON THE JOURNEY YOU
ARE TRYING TO HELP SOMEONE NAVIGATE IN
THEIR LIVES.
SO THE WAY THAT LOOKS IS, YOU KNOW, FOR
EXAMPLE, WHEN YOU ARE UNDERSTANDING
PEOPLE'S EXPERIENCES, WHAT YOU ARE TRYING
TO DO IS UNDERSTANDING ALL THE PEOPLE.
DO YOU UNDERSTAND NOT JUST FUNCTIONALLY
CAN THEY DO WHAT THEY DO BUT EMOTIONALLY?
WHAT ARE THE CHALLENGES THAT THEY ARE
FACING?
AND ARE YOU ELICITING THE RIGHT
EMOTIONSES?
LIKE THE ANSWER TO MARGARET'S QUESTION
EARLIER, ARE PEOPLE FEELING THE WAY YOU
HOPE THEY FEEL AND THEY WANT TO FEEL.
BUT THE SAME THING FOR YOUR STAFF.
ARE PEOPLE HAVING A GREAT DAY AT WORK?
HOW ARE WE BALANCING THE EXPERIENCE OF ALL
THE DIFFERENT PEOPLE WHO PARTICIPATE IN
CREATING GOOD OUTCOMES FROM ONE ANOTHER ON
THE PLATFORM AT THE LIBRARY?
THE OTHER THING IS, AGAIN, THINKING ABOUT
VALUES.
SO VALUE IS NOT JUST THE TRENDS.
SOMETIMES WE CAN GET OVERLY FOCUSED ON THE
TRANSACTIONAL VALUE OF FUNCTIONALLY WHAT
SOMEONE CAN DO.
BUT AGAIN WHAT ABOUT THE EMOTIONAL AND
SOCIAL VALUE?
RIGHT NOW I KNOW WE'RE ALL FEELING THE
SOCIAL, A LOT OF OUR SOCIAL NEEDS
INDIVIDUALLY ARE NOT GETTING MET AS WELL
AS THEY HAVE IN THE PAST.
AND WE'RE ALL TRYING TO FIGURE OUT OUR
PERSONAL AND PROFESSIONAL LIVES HOW TO GET
BACK AND CREATE AND MEET THE SOCIAL NEEDS
AND HAVE THAT VALUE THAT WE ARE USED TO
HAVING.
AND UNDERSTANDING THAT LIKE IN THIS
PICTURE HERE, EVERYONE IN THIS PICTURE IS
ENJOYING THIS MOMENT.
AND GETTING A LOT OUT OF IT.
AND HOW CAN MORE AND MORE MOMENTS THAT THE
LIBRARY HELPS CREATE IN THE WORLD CREATE
THIS TYPE OF VALUE FOR EVERYONE INVOLVED?
AND THEN THINGS LIKE HOLDS.
I LaMICHAEL TO USE HOLDS AS A VERY
SIMPLE EXAMPLE.
BECAUSE IT HAS A FEW DIFFERENT MOVING
PARTS TO IT.
BUT AGAIN, HOW ARE WE THINKING ABOUT
CONNECTING THE DOTS OF HOW SOMEONE MOVES
THROUGH AN EXPERIENCE?
FOR EXAMPLE, FOR HOLD, THERE ARE WHAT'S
CALLED THE FRONT STAGE.
WE KNOW THERE'S THE PASS PATH OF FINDING
THE MATERIAL AND PUTTING THEM ON HOLD.
RECEIVING THEM.
USING THEM, RETURNING THEM.
AND THEN WE HAVE THIS WORLD THAT HOPEFUL
LEE IS INVISIBLE TO THE CUSTOMER WHERE YOU
ARE DOING THE HARD WORK OF CURATING THE
COLLECTION AND STAGING THE MATERIALS AND
MAKING SURE THEY ARE READY TO BE PICKED
UP.
DEEPING TRACK OF WHERE THEY ARE AND
EVENTUALLY GETTING THEM READY FOR THE NEXT
CUSTOMER.
WHAT WE DO IN SERVICES, IN DESIGNING
SERVICES, WHAT YOU ARE DOING IS LOOKING AT
THIS HOLISTICALLY AND NOT ABOUT THE
PROCESS SEPARATE FROM THE EXPERIENCE.
BUT THAT TOGETHER THEY ARE SOMETHING THAT
YOU DESIGN.
AND WHAT WE ENCOURAGE YOU TO DO IS THINK
FIRST ABOUT EXPERIENCE YOU WANT TO CREATE
AND CHALLENGE YOURSELF OF HOW CAN WE
OPTIMIZE, HOW WE WORK, IN ORDER TO DELIVER
THAT EXPERIENCE?
WHILE ALSO ENSURING THAT STAFF IS HAVING
A GOOD EXPERIENCE AS WELL.
BECAUSE THEY'RE NOT A COG IN THE MACHINE
AS WE KNOW.
THEY ARE AMAZING PEOPLE WHO WE WANT TO
HAVE A GOOD EXPERIENCE, TOO.
SO IN THE END, WHAT YOU ARE LOOKING AT IN
THIS TYPE OF WORK IS AN EMBRACING THESE
CONCEPTS, IS AS THE MIDDLE OF WHAT YOU ARE
DOING IS REALLY FOCUSING ON YOUR UNIQUE
VALUE APPROPRIATION THAT THE LIBRARY
PROVIDES TO DIFFERENT PEOPLE IN THE
COMMUNITY THAT CONNECTS TO YOUR MISSION.
SO AS YOU LOOK AT YOUR ROLE AND WHAT THE
OUTCOMES YOU ARE TRYING TO CREATE IN YOUR
COMMUNITIES, WHAT IS THAT VALUE
APPROPRIATION TO DIFFERENT PEOPLE?
AND WHAT ARE THOSE SERVICES THAT YOU ARE
PROVIDING FOR THEM?
AND WHAT ARE -- WHAT EXPERIENCES ARE YOU
REALLY HOPING TO CREATE FOR THEM?
AND THEN HAVING THAT THEN INFORM ALL THE
OPTIONS YOU HAVE IN YOUR MODEL AND HOW YOU
DELIVER THESE, AND DOING THIS SO THAT YOU
ARE LOOKING AT IT TOGETHER.
BUT WHAT WE ARE GOING TO SPEND THE REGS OF
THE TIME TALKING BUSINESS REALLY FOCUSING
ON SERVICE EXPERIENCE.
MARGARET GAVE A LOT OF REALLY GOOD EXAMPLE
S ABOUT EXPERIENCES AND THE NON-LIBRARY
WORLD, BUT SHE'S LEARNING FROM AS SHE GOES
OUT AND INTERACTS WITH IT.
IN SERVICE DESIGN YOU THINK ABOUT
EXPERIENCES.
AND THIS IS A NERDY DESIGNER WORD, THE
GESTALT.
BUT THE KEY THING TO UNDERSTAND IS THAT AS
PEOPLE INTERACT WITH THE LIBRARY, ALL. 
THEIR DIFFERENT INTERACTIONS CREATE THIS
LASTING IMPRESSION, UNDERSTANDING AND
FEELING THEY HAVE OF AN EXPERIENCE THAT
THEY HAVE.
AND THAT YOU CAN -- THIS SOUNDS LIKE A LOT
OF MOVING PARTS.
BUT YOU CAN VERY EASILY START TO BREAK
THIS DOWN.
AND YOU HAVE IN YOUR LEARNING GUIDE.
MORE DETAILS ON THESE BUILDING BLOCKS AND
SOME ACTIVITIES TO REALLY START TO UNPACK
THE EXPERIENCES THAT PEOPLE ARE HAVING
TODAY THAT CAN INSPIRE BETTER EXPERIENCES
IN THE FUTURE.
THE FIRST BUILDING BLOCKS ARE THINKING,
FEELING, AND DOING.
AS A PERSON IN THE WORLD, AS YOU NAVIGATE
IT AND EXPERIENCE DIFFERENT THINGS, AS A
CUSTOMERS EXPERIENCES THE LIBRARY, WE DO
THINGS.
THOSE ARE OUR BEHAVIORS.
WE FEEL THINGS.
THOSE ARE OUR EMOTIONS AND WE THINK
THINGS.
THAT'S OUR MENTAL MODEL.
AS SOMEONE HAS AN EXPERIENCE, THEY OFTEN
THINK SOMETHING IS GOING TO GO A CERTAIN
WAY, INFLUENCED BY THEIR PAST EXPERIENCE.
THEY DO SOMETHING AND SOMEWHERE ACT WITH
IT AND THEN THEY HAVE REFLECT AND THEY
HAVE A FEELING ABOUT IT.
WAS THAT FRUSTRATING OR EASY?
WAS THAT SURPRISING OR AS 
EXPECTED?
DID IT MAKE THEM SUPER HAPPEN OR MAKE THEM
SAD?
THAT SEQUENCE OF CONSTANTLY, I THINK
SOMETHING IS GOING TO HAPPEN, I'M DOING
IT, I GETS A RESPONSE.
I FEEL SOMETHING.
IT'S A CYCLE THAT HAPPENS OVER AND OVER.
AND YOU CAN UNPACK BY TALKING TO TALK
U-CUSTOMERS AND REALLY START TO UNDERSTAND
HOW THEY ARE PROCESSING THESE
EXPERIENCES.
THE OTHER FRAME THAT'S REALLY USEFUL IS TO
THINK, REALLY TO THINK ABOUT EXPERIENCES
IN TERMS OF CHAPTERS.
AND THE EASIEST KIND OF LITTLE FRAMEWORK
FOR THAT IS BEFORE, DURING, AND AFTER.
SO SOMEONE COULD BE COMING TO THE
LIBRARY.
I USED THE A HOLD EXPERIENCE.
EVERYTHING THEY DO BEFORE COMING TO GET
THE BOOK OR HAVING THE BOOK BROUGHT TO
THEM.
THE INTERACTION OF ACTUALLY GETTING THE
HOLD AND STARTING TO, HAVING IT IN
POSSESSION.
AND THEN AFTER EVENTUALLY USING IT.
AND THEN GETTING IT BACK TO THE LIBRARY.
AND SO YOU CAN THINK ABOUT THIS FRAME AS I
HAVE THIS JOURNEY I GO THROUGH OF BEFORE,
DUCKER, AND AFTER.
SO ALONG THE WAY, WHAT IS THAT EXPERIENCE
LIKE?
WHAT ARE PEOPLE THINKING, TEAMING, AND
DOING?
IN EACH STEP.
WHERE ARE THEY RUNNING INTO ISSUES?
WHERE ARE THEIR OPPORTUNITIES NOT JUST TO
REMOVE MAYBE PAIN POINTS THAT CAN MAKE THE
EXPERIENCE EASIER, BUT ARE YOU SEEING
OTHER UNMETHOD NEEDS THAT YOU COULD MEET
AND EITHER EXTENT THE EXPERIENCE THEY ARE
INTERACTING WITH OR CREATE NEW SERVICES IF
THEN THE LAST LITTLE FRAMEWORK THAT'S
REALLY HELPFUL TO THINK ABOUT IS IN THE
END, IS UNDERSTANDING WHAT ARE THESE
MOMENTS THAT PEOPLE HAVE WITH THE
LIBRARY?
WITHIN DIFFERENT, THE DIFFERENT SERVICES
AND PROGRAMS THAT YOU PROVIDE.
AND WHAT ARE THE ONES THAT REALLY MATTER
TO DIFFERENT TYPES OF PEOPLE.
THERE'S A FEW EXAMPLES HERE.
AND IN THOSE, WHAT YOU ARE TRYING TO
UNDERSTAND IS, ARE THE MOMS THAT ARE
PLAYING OUT EVERY DAY THAT THE LIBRARY
PROVIDES, WHICH ONES ARE REALLY CREATING
THE VAMPIRE AND MEETING THE NEEDS OF
PEOPLE?
WHERE DO YOU SEE OPPORTUNITIES TO IMPROVE
AND BETTER MEET THOSE NEEDS?
WHAT TYPES OF NEW MOMENTS COULD EXIST?
WHERE YOU COULD HELP PEOPLE AND DELIVER
THE VALUE AND CREATE THE OUTCOMES THAT YOU
ARE TRYING TO CREATE?
HOW OLD DO WE CREATE MORE DESIRABLE
SERVICES BY REALLY UNDERSTANDING THE
PEOPLE?
HOW CAN WE CREATE MORE VALUE?
HOW CAN WE LEARN FROM PEOPLE WHAT THEIR
NEEDS ARE AND WHAT THINGS THEY'RE HOPING
TO ACCOMPLISH IN THEIR LIVES THAT THE
LIBRARY CAN HELP THEM DO?
HOW CAN WE BALANCE NOT JUST WITH CUSTOMERS
NEED AND THE COMMUNITY NEEDS, BUT ALL OF
THE PEOPLE WHO PARTICIPATE IN THE
SERVICE?
HOW CAN EVERYONE WIN?
WHEN YOU START TO UNDERSTAND THESE
DIMENSIONS AND NEN SAYING, HOW THEN ARE
THESE COMPLEX CHALLENGES THAT ARE, WE'RE
FACING TODAY IN LIBRARY LAND AND
COMMUNITIES, HOW DO WE START TO THEN
EXPERIMENT AND TRY NEW APPROACHES USING
THE CREATIVITY AND INGENTLEMEN KNEE TOO
THAT ALL RIGHT EXISTS IN ORGANIZE
ORGANIZATION.
HOW CAN WE CONNECT PEOPLE TO UNDERSTANDING
WHAT RIGHT THINGS WE COULD BE SOLVING FOR
AND USING THAT AS INSPIRATION TO COME UP
WITH NEW SOLUTIONS.
THE WAY THIS GOES IN ACTION IN SERVICE
DESIGN, IS YOU WILL HAVE THESE SLIDES AS
YOUR TAKE AWAY TO READ THE SMALL PRINT ON
HERE.
BUT IT'S REALLY ABOUT FIRST GOING OUT AND
EXPLORING THE WORLD AND BETTER
UNDERSTANDING THE PROBLEMS AND THE NEEDS
THAT ARE FACING PEOPLE.
EXPERIMENTING AND UNDERSTANDING NEW WAYS
TO DO THAT.
AND THEN PUTTING THOSE OUT AND LEARNING TO
SEE IF THEY'RE WORKING AND USING THAT AS
INSPIRATION FOR THE NEXT SET OF THINGS
THAT YOU COULD DO.
THE WAY THIS LOOKS LIKE AN
ACKNOWLEDGMENTION IS GOING OUT AND DOING
DISCOVERY AND UNDERSTANDING AND COMING UP
WITH HYPOTHESES ABOUT HOW YOU CAN HELP.
NOT JUST THE LICK ON ITS OWN BUT IN THIS
PICTURE IS AN EXAMPLE OF HOW MIGHT A
LIBRARY THAT'S LOOKING AT COMMUNITY AND
CULTURE, HOW MIGHT THEY RETHINK, HOW
CUSTOMERS AND EMPLOYEES INTERACT BUT HOW
YOU LEVERAGE PARTNERS AND PLACES AND
SERVICES AND COMING UPPING WITH INITIAL
HYPOTHESES OF WHAT ARE THE NEEDS AND HOW
YOU MIGHT SOLVE FOR THEM?
THEN DOING RESEARCH.
WE ARE GOING TO COME BACK TO THIS IN A
SECOND AND GIVE YOU SOME THINGS THAT YOU
CAN TRY OUT.
THEN GOING OUT AND ENGAGING WITH PEOPLE IN
THE WORLD.
UNDERSTANDING THEIR JOURNEYS.
PUTTING THAT WITH THE QUANTITATIVE
INFORMATION THAT IS OFTEN USED BUT
LEARNING THE STORIES OF PEOPLE AND
IDENTIFYING WHERE THEIR OPPORTUNITIES FOR
VALUE AND SEE HOW THAT MATCHES UP TO YOUR
ORIGINAL HYPOTHESES.
BRINGING BACK THAT INFORMATION AND
ENGAGING WITH STAFF TO COME UP WITH NEW
IDEAS ABOUT HOW YOU MIGHT BE ABLE TO SEIZE
ON THESE OPPORTUNITIES AND THOSE NEEDS.
AND TESTING THESE IDEAS AND ROLLING THEM
UP INTO BIGGER CONCEPTS.
THIS IS HOW WHEN MARGARET AND I WERE
WORKING WITH RICHMOND LIBRARY YEARS AGO,
HELPING THEM PULL TOIG AILMENT OF
DIFFERENT IDEAS ABOUT HOW TO ADD VALUE,
PULLING THEM INTO LARGER CONCEPTS OF HOW
THE ORGANIZATION CAN RALLY TOGETHER TO
WORK TOGETHER IN A SUSTAINABLE WAY AND A
MODEL AND THINKING ABOUT CONCEPT TALLY NOT
JUST WHAT ARE THESE NEW SERVICES AND WAYS
TO DELIVER SERVICE, BUT HOW DOES THE STAFF
WORK TOGETHER TO DO THAT.
AND WHAT TYPE OF PARTNERS AND CAPABILITIES
ARE NEEDED TO DO THAT?
AND THEN LASTLY, PROTOTYPING.
TRYING OUT IDEAS AND TESTING THEM.
THIS LITTLE PROTOTYPE THAT RICHMOND DID
THEY DID IT IN A COUPLE OF WEEKS OF TRYING
TO UNDERSTAND WHAT THE WHOLE EXPERIENCE
WAS, WHAT WERE SOME OF THE IDEAS FOR THEM
TO IMPROVE IT.
PUTTING IT OUT AND TESTING IT.
GETTING FEEDBACK FROM EMPLOYEES AND
STAFF.
FINE-TUNING IT AND EVENTUALLY ROLLING IT
OUT TO MORE LOCATIONS.
BUT IT ALL STARTS WITH PEOPLE.
SO WHAT WE'RE GOING TO SPEND THIS LAST
PIECE TALKING ABOUT IS SOME THINGS YOU CAN
START DOING.
THE FIRST THING IS, WHEN YOU START WITH
PEOPLE, YOU ASK THE QUESTION, HOW CAN WE
BEST SERVE THE NEEDS OF ALL SERVICE
PARTICIPANTS OVER TIME?
AND YOU CAN USE SOME VERY SIMPLE METHODS
TO START TO DO THAT WITH EMPLOYEES AND
STAFF.
AND WHEN WE'RE WORKING WITH LIBRARIES,
WORKING WITH ONE RIGHT NOW WHERE WE HAVE A
STAFF PEOPLE THERE USING THESE TECHNIQUES
OVER TWO OR THREE-WEEK PERIOD IN COVID,
DOING THINGS IN LIBRARIES, AND REMOTELY ON
VIDEO TO LEARN FROM PEOPLE AND TRY TO
UNDERSTAND HOW WE CAN BETTER MEET THEIR
NEEDS.
SO THE FIRST ONE IS CALLED DIRECTED STORY
TELLING.
AGAIN, THE DETAILS OF THIS WILL BE IN YOUR
LEARNING GUIDE.
SO I'M JUST GOING TO COVER ON IT AT A HIGH
LEVEL AT THIS MOMENT.
SO WHAT DIRECTED STORY TELLING IS ABOUT IS
PRETTY SIMPLE.
ITIS SITTING DOWN WITH SOMEBODY WHO YOU
WANT TO UNDERSTAND THEIR EXPERIENCE.
AND YOU ARE VERY, YOU HAVE A TOPIC THAT
YOU WANT TO TALK ABOUT WHICH MIGHT BE HOW
THEY'RE BEEN INTERACTING WITH THE LIBRARY
LATELY OR SOME OTHER PART OF THEIR,
SOMETHING THAT'S RELEVANT TO THE LIBRARY
ABOUT THE LIFE.
YOU USE A VERY SEMI-STRUCTURED APPROACH
WHERE YOU ARE NOT ASKING THEM A SERIES OF
VERY DETAILED QUESTIONS LIKE A CALL AND
RESPONSE.
YOU ARE GETTING THEM STARTED AND GET THEM
TO START TELLING YOU STORIES.
AND AS THEY TELL YOU STORIES, YOU GENTLY
NUDGE AND PROBE TO UNCOVER WHAT ARE THE
MOMENTS THAT HAPPEN IN THIS STORIES?
WHAT DO PEOPLE THINK, FEEL, AND DO?
WHAT WORKED AND WHAT DIDN'T WORK?
WHAT THINGS COULD ADD VALUE?
AND AS YOU DO THAT, WHAT WE ENCOURAGE
PEOPLE TO DO, AND WE HAVE DONE THIS WITH
MANY LIBRARIES NOW, AND THEY'VE DONE IT
VERY SUCCESSFULLY IS ACTUALLY VISUALIZE
THAT STORY AS THEY DO IT.
SO WHAT YOU SEE IN THIS PICTURE HERE, THE
LINE THERE IS THE EMOTIONAL JOURNEY OF
SOMEONE GOING THROUGH AN EXPERIENCE, A
LIBRARY EXPERIENCE.
WHAT WERE THE HIGH AND LOW POINTS?
WHERE WERE THEY HAVING, WHAT WAS THE
TRIGGER FOR THAT?
WHAT WERE GOOD MOMENTS?
WHAT WERE BAD MOMENTS?
THE CHALLENGES THEY HAD ALONG THE WAY?
WHO AND WHAT DID THEY INTERACT WITH?
AND SO AS YOU DO THIS, WHAT YOU REALLY
START TO LEARN IS UNDERSTANDING FROM THEIR
PERSPECTIVE NOT THE PROCESS THAT YOU PUT
IN PLACE BUT WHAT PEOPLE ACTUALLY
EXPERIENCE.
AND THIS WILL BE IN YOUR LEARNING GUIDE.
THESE QUESTIONS THAT WE USE TO PROBE ON TO
REALLY UNDERSTAND THAT END TO END
EXPERIENCE.
IT COULD BE SOMETHING AS SIMPLE AS COMING
TO STORY TIME OR PICKERRING UP A HOLD.
BUT ALSO DOING THINGS LIKE GOING FROM
UNEMPLOYED TO EMPLOYED.
WHAT WAS EXPERIENCE'S EXPERIENCE?
WHERE DID THEY RUN INTO ISSUES?
WHERE WERE OPPORTUNITIES THE LIBRARY COULD
ADD INCREASED VALUE OF HELPING PEOPLE
NAVIGATE A VERY IMPORTANT JOURNEY IN THEIR
LIFE?
WHERE THE LIBRARY ISN'T THE FULL SOLUTION
TO IT BUT IS A HELPFUL PARTNER ALONG THE
WAY?
AND THEN AS YOU DO THIS, AGAIN WHAT YOU
ARE DOING IS HAVING THEM FOCUS ON ONE
STORY AT A TIME.
YOU ARE NOT TRYING TO HAVE THEM GIVE YOU A
RANGE.
, HERE'S EVERYTHING I'M EXPERIENCING WITH
THE LIBRARY.
YOU ARE TRYING TO GET THEM TO GO REALLY
DEEP ON A FEW EXPERIENCES THAT CAN REALLY
UNDERSTAND IT AND CAPTURE IT AND THEN
SHARE THAT WITH YOUR COLLEAGUES.
AND, AGAIN, THERE'S BUILDING BLOCKS I
MENTIONED EARLIER ARE REALLY SIMPLE TRYING
TO UNDERSTAND WHAT ARE THEY DO IN THEIR
EXPERIENCE?
WHAT WERE THEY THINKING ALONG THE WAY?
WHAT WERE THEY FEELING ALONG THE WAY?
AND WHO AND WHAT DID THEY INTERACT WITH?
IT'S AMAZING WHAT YOU CAN LEARN IN JUST 30
OR 40 MINUTES FROM SOMEBODY BY REALLY
GOING DEEP ON A FEW STORIES.
AND YOU START TO SEE PATTERNS.
AND STARTING TO UNDERSTAND IN THAT
EMOTIONAL JOURNEY WHERE, HOW CAN WE TAKE
SOME OF THESE LOW POINTS AND MAKE THEM,
AND HAVE A BETTER EMOTIONAL EXPERIENCE OR
HOW CAN WE TAKE THE THINGS THAT WE'RE
DOING REALLY WELL AT THAT ARE GREAT HIGH
POINTS, AND HOW DO YOU AMPLIFY THAT AND
MORE AND MORE OF THESE EXPERIENCES THAT
PEOPLE HAVE?
WITH THE LIBRARY.
AND IN THE END, WHAT YOU ARE DOING IS,
ACROSS ALL THESE DIFFERENT JOURNEYS,
AGAIN, YOU START TO ABSENTEE THESE
PATTERNS.
YOU SEE SURFACE LEVEL PAIN POINTS OF
LITTLE THINGS YOU COULD DO.
VERY QUICKLY TO FIX IT.
THEN YOU START TO SEE THINGS THAT ARE JUST
COMPLETELY UNMET NEEDS.
AND NEEDS AT THE LIBRARY COULD CONSIDER
DEVELOPING A NEW SERVICE FOR.
A NEW APPROACH FOR.
OR BRING IT TO THE ATTENTION OF PARTNERS
WHO, THAT YOU COULD HELP CUSTOMERS
NAVIGATE TO TO HELP MEET THOSE NEEDS.
YOU START TO SEE PATTERNS THAT YOU WOULD
NEVER SEE IN SURVEYS OR KIND OF IN KIND OF
PIECING TOGETHER IN A LESS RIGOROUS WAY
ABOUT HOW DO PEOPLE EXPERIENCE THE WORLD
AND THE LIBRARY AND WHERE YOU CAN SEE
BETTER WAYS TO HELP THEM?
I AM GOING TO HAND IT TO LEAH TO WALK YOU
THROUGH ONE OTHER METHOD THAT YOU COULD
EASILY DO.
PLUS SOME ADDITIONAL TIPS.
>> THANKS, PATRICK.
SO ANOTHER APPROACH FOR, TO KIND OF
OBSERVE AND UNDERSTAND PEOPLE'S
EXPERIENCES IS TO BE A FLY ON THE WALL.
AND IN THIS METHOD YOU ARE NOT
INTERACTING.
YOU ARE JUST OBSERVING.
SO THINK ABOUT THAT WHOLE EXAMPLE -- HOLD
EXAMPLE WE KEEP TALKING ABOUT.
YOU CAN BE OBSERVING BOTH, WE TALKED ABOUT
THE BACK STAGE AND THE FRONT PAGE.
WHAT ARE THE EMPLOYEES DOING THAT'S PART
OF THAT EXPERIENCE?
AND THEN OBSERVING WHAT THE CUSTOMERS'S
EXPERIENCE SIDE OF THAT ALSO LOOKS LIKE.
AND SOME OF THE ADVANTAGES OF THIS ARE
THAT YOU ARE NOT INFLUENCING THEIR
BEHAVIORS BECAUSE YOU ARE NOT PROBE GO ON
THOSE QUESTIONS.
YOU ARE SIMPLY OBSERVING THEM AND STUDYING
THEM.
THE DISADVANTAGE IS THAT YOU MAY HAVE
TROUBLE INTERPRETING IT BECAUSE YOU CAN'T
ASK THOSE QUESTIONS.
YOU ARE NOT PROBING TO KIND OF GET TO THAT
LEVEL OF DETAIL.
AND SOMETHING ELSE ABOUT THIS, AND THE
OTHER EXAMPLE, THE AEIOU FRAMEWORK, BOTH
OF THESE ARE REALLY GOOD METHODS RIGHT
NOW.
BECAUSE YOU ARE ABLE TO OBSERVE HOW PEOPLE
ARE INTERACTING DIFFERENTLY WITH THE
LIBRARIES AS THEIR ADAPTED, AND YOU ARE
ADAPTING TO LIFE IN COVID RIGHT NOW.
AND SO THESE ARE REALLY GOOD TECHNIQUES
BECAUSE YOU DON'T HAVE TO TALK TO ANYONE.
YOU THINK KEEP YOUR DISTANCE.
THE AEIOU OBSERVATION FRAMEWORK, WAS
DEVELOPED IN THE EARLY 1990s BY
RESEARCHERS AT DOBLIN.
IT'S ALSO IN THE LEARN EARNS GUIDE.
IT'S A SIMPLE FRAMEWORK FOR CAPTURING
THESE DIFFERENT ETHNOGRAPHIC OBSERVATIONS
THAT ARE IN FIVE CATEGORIES THAT YOU CAN
LOOK AT.
SO YOU ARE REALLY LOOKING AT ACTIVITIES,
WHICH IS WHAT PEOPLE ARE TRYING TO DO.
AND THE ENVIRONMENT ITSELF THAT THIS IS
TAKING PLACE.
INTERACTIONS.
SO WHO AND WHAT IS THE CUSTOMER
INTERACTING WITH?
OBJECTS.
SO WHAT TYPES OF, WHAT PARTS OF THE
ENVIRONMENT ARE THERE SUCH AS THINGS LIKE
SIGNAGE, PHONES, ET CETERA.
AND THE USERS.
WHAT TYPES OF USERS ARE YOU SEEING IN THE
SPACE?
THERE MIGHT BE MULTIPLE USERS DOING
DIFFERENT ACTIONS.
AND THIS IS SOMETHING THAT ALSO AGAIN THE
AEIOU FRAMEWORK AND BEING A FLY ON THE
WALL JUST AS MARGARET WAS SHOWING YOU
DIFFERENT SERVICE SHE WAS GOING ON IN
GREENVILLE, AND NEW YORK CITY, YOU CAN USE
THIS TO OBSERVE OTHER SERVICES AS WELL.
AND USE THAT FRAMEWORK TO HELP UNDERSTAND
WHAT'S GOING ON.
THIS EXAMPLE IS ALSO JUST KIND OF PULLING
THOSE OUT.
SO THERE'S SOMEONE HERE ART THE LIBRARY.
THAT'S THE USER INTERACTING WITH ANOTHER
PERSON BEHIND THE DESK.
YOU SEE THE OBJECT THERE.
THAT'S SOME OF THE SIGNAGE.
AND THE ENVIRONMENT IN THIS GREATER
LIBRARY.
BUT THAT'S ONE SPECIFIC PART OF THE
LIBRARY.
THE MENTAL THAT PATRICK AND I HAVE BEEN
TALKING ABOUT HERE, THESE THINGS ARE GOING
TO HELP YOU GET TO TO THE STORIES
UNFOLDING IN YOUR COMMUNITY BETTER AND
UNDERSTAND THEIR NEEDS, THEIR FUNCTIONAL,
EMOTIONAL NEEDS TO BETTER UNDERSTAND THE
EXPERIENCES THAT ARE HAPPENING WITHIN THE
LIBRARY AND ALSO OUTSIDE OF THE LIBRARY.
ESPECIALLY NOW WITH COVID.
TO UNDERSTAND OTHER TYPES OF SERVICES AND
EXPERIENCES THAT ARE HAPPENING.
AND ALSO TO BE ABLE TO THEN IDENTIFY
OPPORTUNITIES.
SO USING THOSE QUESTIONS, WHAT
OPPORTUNITIES ARE YOU SEEING WITH WAYS TO
CREATE BETTER EXPERIENCES?
SO THERE'S SOME THINGS THAT YOU CAN DO
NOW.
AGAIN, THESE ARE IN THE LEARNERS GUIDE.
SO ALONG WITH THE TEMPLATES WHICH CAN HELP
YOU.
BUT UNCOVERING STORIES.
YOU KNOW, USING, INVITING CUSTOMERS AND
EMPLOYEES TO SHARE AN EXPERIENCE COULD BE
PRE-COVID AS WELL.
SO INFORMAL INTERVIEWS TO UNDERSTAND WHAT
EXPERIENCE WAS LIKE.
AND THEN USING THOSE OBSERVATIONS TO SEE
WHAT EXPERIENCES ARE LIKE NOW.
THINK INTENTIONALLY.
WE HAVE BEEN TALKING ABOUT INTENTIONALITY
A LOT TODAY.
SO EMBRACING THE OPPORTUNITIES FOR
SERVICES, LIKE HOW YOU WANT TO IMPROVE HOW
YOU ARE MAKING PEOPLE FEEL.
AGAIN, YOU CAN DO THIS NOW AND LOOKING AT
PRE-COVID, OPPORTUNITIES THERE.
SO WHAT QUESTIONS DO YOU WANT TO ANSWER?
AND CO-CREATING THE FUTURE.
WE'VE BEEN TALKING ABOUT A
MULTI-DISCIPLINARY APPROACH.
MAKING SURE THAT YOU ARE INVOLVING
EVERYONE WITHIN YOUR ECOSYSTEM.
SO WHO DO YOU WANT TO WORK WITH?
BOTH INTERNALLY?
WHO ARE THE PARTNERS YOU WANT TO WORK WITH
OUTSIDE OF THE LIBRARY?
AND JUST START TO IDENTIFY WHO THOSE
PEOPLE WOULD BE THAT YOU COULD WORK WITH
TO DESIGN THESE NEW EXPERIENCES.
AND SKETCH.
SO AS DESIGNERS HE, WE LIKE TO SKETCH
IDEAS USING A COMBINATION OF SKETCHING AND
MAYBE SOME WORDS TO HELP GET THOSE PENS
AND PAPER AND START TO GET SOME IDEAS OUT
THERE.
AND LASTLY DESIGNING SERVICE SCENARIOS.
SO LOOKING AT THE EXPERIENCES THAT YOUR
CUSTOMERS ARE HAVING OR EVEN YOUR
EMPLOYEES, WHAT ARE THOSE KEY MOMENTS IN
THE SERVICE WHERE YOUR CUSTOMERS KNEADS
NEED, WHERE YOU CAN IMPROVE THE SERVICE,
DIFFERENT IDEAS TOGETHER AND CREATE AN END
TO END EXPERIENCE.
>> FANTASTIC.
YEAH.
ONE THING THAT PATRICK, YOU WILL
APPRECIATE SOMEONE COMMENTED THEY WERE
GLAD TO SEE CO-VALUE USED THAT THEY KEEP
LOOKING FOR CONCEPTS OF RECIPROCITY IN
THINKING ABOUT LIBRARY SERVICE AND SERVICE
DESIGN.
I WANTED YOU TO HEAR THAT.
>> YEAH.
IF YOU ARE INTERESTED INN THOSE CONCEPTS,
I WILL -- I CAN PUT THIS IN THE CHAT,
RIGHT?
I HAVE A BOOK RECOMMENDATION IF YOU ARE
REALLY WANT TO GET NERDY ABOUT IT, WHICH I
AM.
I HAVE GOT A REALLY GOOD BOOK
RECOMMENDATION ABOUT A WHOLE DIFFERENT
LOGIC THAT YOU CAN USE AROUND THAT TOPIC.
>> AND MARGARET, YOU JUST NEED TO RESHARE
TO GET TO THOSE FINAL SLIDES.
>> YOU GOT ME, RIGHT?
>> YEAH.
>> GREAT.
THANK YOU, OF COURSE, LEAH AND PATRICK.
THERE ARE TWO QUOTES THAT CAME TO MIND AS
I WAS THINKING ABOUT TYING A BOW.
AND ONE IS THE BOOK "COMMUNITY" BY
PATRICKS LOCKS.
HE SAYS CREATING COMMUNITY IS ALWAYS A
CUSTOM JOB.
AND LAST NIGHT, I WAS MOD RAITTING A PANEL
FOR THE AMERICAN INSTITUTES OF ARCHITECTS
IN NEW YORK CITY.
AND A WOMAN SAID, EQUITY CAN ONLY HAPPEN
THROUGH ENGAGEMENT.
AND I THINK WHAT I HAVE REALLY LOVED ABOUT
WORKING WITH PATRICK AND LEAH FOR THESE
YEARS IS THAT WE KNOW THOSE, WE KNOW THAT
INSTINCTUALLY.
BUT BECAUSE THE HUMAN CONDITION IS SUCH A
COMPLEX SCENARIO, THAT THE TOOLS AND
TECHNIQUES TO REALLY ENGAGE AND
UNDERSTANDING THAT HUMAN CONDITION SO THAT
WE CAN SERVE OUR COMMUNITY IMPACTFULLY,
EFFECTIVELY THROUGH CHANGING CONDITIONS
AND TIMES OF UNCERTAINTY.
THESE ARE JUST FABULOUS TOOLS AND
TECHNIQUES.
AND IT'S PROCESS.
AND I THINK ONE OF THE THINGS THAT WE
RECOGNIZE PARTICULARLY IN THESE WEBINAR
FORMATS, IS THAT THE PROCESS IN WHICH WE
WANT TO REALLY GET YOU ALL AS PARTICIPANTS
ACTIVE IN, WILL WORK EFFECTIVELY THROUGH
CASE STUDIES WITH YOUR PEERS.
PARTICULARLY BECAUSE WE ARE NOW ENTERING
INTO THIS POST COVID, DURING COVID
REALITY.
MANY OF US ARE PRE-COVID CASE STUDIES THAT
WE COULD APPLY TO THIS LEARNING.
MAY NOT HAVE FELT AS RELEVANT.
SO WE ARE SO DELIGHTED THAT WEBJUNCTION
HAS GIVEN US AN OPPORTUNITY TO BUILD THE
FOUNDATION WITH THIS WEBINAR TODAY ON THE
TOOLS AND THE CONCEPTS AND THE SOMETIMES
WHAT WE CALL THEORIES OF LIFE.
AND THEN WORK WITH THREE OF OUR FRIENDS,
CLIENTS, AND COLLABORATORS, LIBRARIES
THROUGHOUT THE COUNTRY TO ENGAGE IN THESE
EXERCISES WITH THEM.
AND THEN FIND SOME PROBLEM SOLVING
OPPORTUNITIES THAT ARE RELEVANT TO THE
WORLD WE ARE LIVING IN RIGHT NOW.
AND BEFORE I TALK TO LYNA IN MY OFFICE WHO
IS GOING TO SET UP SOME OF THESE
CHALLENGES AND PROBLEM STATEMENTS, I WOULD
LOVE FOR YOU ALL TO CHAT AND THINK ABOUT
TWO THINGS.
ONE, THE FIRST ONE IS, WHAT ARE SOME OF
THE CURIOSITY THAT YOU HAVE RIGHT NOW
ABOUT THE, YOUR COMMUNITY MEMBERS?
THAT'S QUESTION NUMBER ONE.
WHAT ARE SOME OF THE CURIOSITIES THAT YOU
HAVE ABOUT INDIVIDUALS IN THE COMMUNITY.
AND THEY CAN BE RELATED TO LIBRARY
SERVICES OR THEY DON'T HAVE TO BE.
GENERALLY, WHAT ARE CURIOSITIES?
YOU CAN KNOW ONE THING AND ONE THING ONLY
ABOUT YOUR COMMUNITY MEMBERS, WHAT WOULD
YOU WANT TO ASK?
LET'S DO SOME CHAT.
>> YEAH.
THIS IS GREAT.
HOW ARE THEY DEALING WITH ISOLATION?
HOW HAS COVID CHANGED THEIR NEEDS?
ARE THERE, WHAT ARE THE TRY LANGUAGE NEEDS
OF OUR COMMUNITY?
HOW MANY HAVE LOST JOBS?
HOW DO THEY FEEL ABOUT LIBRARIES BEING
CLOSED?
RIGHT?
>> FABULOUS.
>> WHAT ARE THEIR NEEDS AND WANTS?
DO THEY HAVE SUPPORT NET WORKS?
>> RIGHT.
>> WHAT ARE THE BARRIERS TO ACCESSING THE
LIBRARY?
>> HOW ARE FAMILIES NEGOTIATING THEIR
HYBRID SCHOOL SITUATIONS, THEIR VIRTUAL
LEARNING?
WHAT'S HAPPENING IN SCHOOL DISTRICTS ARE
CLOSING DOWN UNEXPECTEDLY?
WHAT'S HAPPENING IN NEW YORK CITY.
>> HOW ARE THEY IMPACTED BY RACISM AND
EXCLUSION AT THE LICK?
DO PEOPLE WANT MORE ONLINE THINGS OR ARE
THEY ZOOMED OUT?
>> THAT'S A GOOD ONE.
ESPECIALLY RIGHT NOW.
HOW ARE YOU ALL FEELING ABOUT ZOOM?
I MISS BEING IN ROOMS.
I MISS BEING WITH YOU ALL.
ALTHOUGH I LOVE THE FACT THAT WE CAN DO
THIS AND HAVE THESE CONVERSATIONS WITH
MORE PEOPLE, TOO.
RIGHT?
AS YOU ARE DOING THAT, THE SECOND QUESTION
FOR YOU ALL I WANTED TO ASK IS, WHAT ARE,
WHAT WOULDING KIND OF AN INITIAL STATEMENT
FOR YOUR INSTITUTION?
WHAT ARE SOME OF THE CHALLENGES THAT YOU
WOULD LIKE TO PROBLEM SOLVE
INSTITUTIONALLY?
AND YOU CAN BE VERY SPECIFIC.
YOU CAN BE GENERAL.
WE JUST WANT TO GET SOME PRACTICE AROUND
THINKING ABOUT THAT.
>> HOW MIGHT WE REBUILD COMMUNITY AFTER
COVID?
>> LOVE IT.
>> HOW MIGHT WE REACH NON-USERS AND FIND
OUT ABOUT THEIR NEEDS?
HOW DO WE ADDRESS THE DIGITAL DIVIDE?
HOW ABOUT MIGHT WE ADDRESS ISOLATION FOR
DISABLED AND SENIORS?
HOW CAN WE PROMOTE CIVIL DISCUSSION?
>> FABULOUS.
THAT'S A GREAT ONE.
>> HOW MIGHT WE GIVE HOPE TO OUR
COMMUNITY?
>> OH, LOVE THAT.
>> HOW MIGHT WE ENSURE STUDENTS HAVE A
COMPUTING AND INTERNET ACCESS FOR THEIR
CLASSES?
ANOTHER ONE ABOUT BEING INCLUSIVE.
HOW MIGHT WE OFFER A SENSE OF BELONGING?
HOW MIGHT WE ADDRESS FUNDING FOR LIBRARIES
AND OTHER PUBLIC SERVICES?
ABSOLUTELY.
KEEP THEM COMING.
AND THE REMINDER CHAT WILL BE AVAILABLE
FOR YOU TO LOOK THROUGH AS WELL.
>> RIGHT.
SO LYNA, I WILL PASS IT TO YOU.
>> OK.
TO EXPLORE THESE DESIGN PRINCIPLES AND
TOOLS WE JUST REVIED WITH YOU A, WE
REACHED OUT TO CLIENTS TO PARTICIPATE AS
CASE STUDY LEARNING CIRCLES IN THE COMING
MONTHS WITH US.
TEACHER SERVICES AT THEIR LIBRARIES.
SO WE SELECTED THREE LIBRARY SYSTEMS WITH
VARYING COMMUNITY CHALLENGES, FACILITIES,
AND COMMUNITY NEEDS AND ASPIRATIONS.
AND PERHAPS ONE OF THEM MIGHT FEEL
COMPARABLE TO YOUR COMMUNITY.
ON THE FIRST WE WILL BE WORKING WITH
PIERCE COUNTY, LOCATED IN THE SEATTLE
METRO AREA.
PIERCE COUNTY HAS 18 LOCATIONS AND SERVES
580,000 PEOPLE.
THE COUNTY IS APPROXIMATELY 1800 SQUARE
MILES.
AND THEN WE HAVE ALTADENA LIBRARY
DISTRICT.
>> SORRY!
THAT'S ME.
>> WE ARE WORKING WITH ALTADENA LIBRARY.
AND THEIR AREA IS ACTUALLY LESS NAN NINE
SQUARE MILES.
YOU CAN SEE THE DIFFERENCE IN COMMUNITY
SIZES.
THEY HAVE TWO LIBRARY LOCATIONS THAT ARE
BEING ABOUT 43,000 PEOPLE IN THE L.A.
AREA.
AND LASTLY, WE HAVE PRINCE GEORGE'S COUNTY
MEMORIAL LIBRARY SYSTEM PARTICIPATING WITH
US.
AND THEY'RE LOCATED IN THE WASHINGTON
METRO AREA.
THEIR COUNTY IS ALMOST 500 SQUARE MILES
WITH 19 LOCATIONS, SERVING ABOUT 909,000
PEOPLE IN A VERY DIVERSE COMMUNITY.
>> I HAVE TO THANK GEORGIA AND ROBERTA,
THE HEADS OF THOSE SYSTEMS FOR
PARTICIPATING WITH US.
AND WE'RE JUST SO EXCITED TO WORKING WITH
YOU AND YOUR TEAMS IN THIS WEB JUNCTION
PROCESS.
AND LYNA, I WILL LET YOU BUILD THE
QUESTIONS.
>> WE ASKED ALL OF THESE LEARNING CIRCLES
TO BRAINSTORM PRELIMINARY CHALLENGES THAT
THEY WOULD LIKE TO EXPLORE IN THE COMING
MONTHS.
YOU CAN SEE AMONG THE THREE LIBRARY
SYSTEMS HOW VARIED THEIR CHALLENGES ARE
THAT THEY INITIALLY CAME UP WITH.
AND THE COMING MONTHS WE ARE GOING TO WORK
WITH THE TEAMS TO EXPLORE OPPORTUNITIES
FOR FUTURE SERVICES &.
AND WE WILL CIRCLE BACK TOGETHER
COLLECTIVELY IN FEBRUARY.
THE CASE STUDY GROUPINGS WILL SHARE OUT
THEIR PROCESS WITH YOU ALL AND HOW THEY
MIGHT IMPLEMENT THESE IDEAS MOVING
FORWARD.
SO THESE ARE JUST PRELIMINARY QUESTIONS AS
WE WORKSHOP TOGETHER IN DECEMBER AND
JANUARY.
THESE QUESTIONS MIGHT CHANGE A LITTLE
BIT.
BUT WE'LL SEE HOW THEY EVOLVE AND HOW THEY
CAN APPLY THESE DESIGN PRINCIPLES TO
CREATE IDEAL SOLUTIONS FOR THEIR
COMMUNITIES.
>> FANTASTIC.
I JUST WANT TO SHARE A QUESTION THAT
SOMEBODY POSED.
THAT IS GREAT.
HOW IT WOULD BE GREAT TO HEAR YOU WEIGH ON
BEFORE THEY HEAD OFF AND PLAN BEFORE THE
NEXT SESSION.
HOW MIGHT, THIS PERSON INVOLVES CUSTOMERS
WHEN THEY ARE BUSY SCIENTISTS AND
RESEARCHERS?
THEY SAY THEY ARE ALWAYS ASKING FOR
FEEDBACK IN GENERAL.
BUT AS WELL AS ON SPECIFIC NEWS WEBINARS,
WEB PAGES, THE INFORMATION THAT THEY
NEED.
YOU HAVE THOUGHTS ON HOW TO BEGIN THAT
DESIGN PROCESS, ASKING HOW MIGHT WE
INVOLVE BUSY CUSTOMERS, RESEARCHERS AND
SCIENTISTS?
>> PATRICK, DO YOU WANT TO START?
>> YEAH.
THAT'S A TOUGH ONE.
I KNOW IN OUR, AS AN ANALOGOUS SITUATION,
OUR STUDIO, IT'S LIKE I SAID IN ADDITION
TO WORKING WITH NON-PROFITS, WE WORK WITH
A LOT OF CORPORATIONS AND WE DO A LOT OF
BUSINESS TO BUSINESS WORK, WHICH INVOLVES
TRYING TO GET TIME FROM VERY BUSY
BUSINESSES AND ALL THE PEOPLE INSIDE OF
THEM.
AND ALWAYS HEARING TIME IS MONEY.
AND TRYING TO CURVE OUTS TIME TO LEARN --
CARVE OUTS TIME TO LEARN FROM THEM.
ONE OF THE BIGGEST THINGS IS THE
INVITATION INTO PARTICIPATING AND GIVING
THE FEEDBACK.
WHAT WE FOUND CONSISTENTLY IS IT NEEDS TO
BE REALLY CLEAR ON WHY YOU ARE ASKING FOR
TIME AND WHAT YOU WOULD WANT TO DO WITH
IT.
AND WHAT WILL HAPPEN NEXT.
AND SO IF IT COMES ACROSS AS, HEY, WE WANT
SOME OF YOUR TIME TO ASK YOU QUESTIONS OR
TO LEARN SOMETHING, OFTEN THEY NEED THE
DOTS CONNECTED TO WHY?
WHY THEM?
AND WHAT ARE YOU GOING TO DO WITH THE
INFORMATION AND WHAT WOULD THE BENEFIT,
THE RETURN ON INVESTMENT OF THE TIME BE
FOR THEM?
AND SO WHAT FOUND IS REALLY HELPFUL IS TO
MAKE SURE THAT THAT IS CRYSTAL CLEAR AT
THE BEGINNING.
AND AS YOU START TO GET, INTERACT WITH
SOME OF THOSE BUSY PEOPLE, IS WORKING
THEIR NETWORKS.
SO IF YOU START TO GATHER FEEDBACK FROM
SOMEBODY, HELP THEM HAVE A GOOD EXPERIENCE
AS YOU ARE LEARNING FROM THEM.
AND THEN ASK THEM, COULD THEY INTRODUCE
YOU TO OTHERS.
AND THAT WARM INVITATION THEN CAN HELP
CREATE A WARM RECEPTION TO BE ABLE TO
OFFER UP SOME TIME.
BUT THAT CAN REALLY BE A CHALLENGE AND
SOME ENVIRONMENTS WHERE TIME IS SUPER
VALUABLE.
SO THE MORE THEY UNDERSTAND HOW THAT TIME,
THAT TIME IS GOING TO BE USED AND THE
VALUE RETURNED TO THEM AND SO PEOPLE LIKE
THEM, WE FOUND THAT THAT OPENS UP THE
DOORS A LITTLE BIT EASIER.
>> AND I WILL BUILD ON THAT, TOO.
SO MUCH OF THE WORK THAT PATRICK AND I
HAVE BEEN DOING WITH MANY FOLKS THAT ARE
EVEN ON THIS CHAT IS AROUND THAT COALITION
BUILDING AND USING CONNECTIONS TO AMPLIFY
EFFECTIVENESS AND EFFICIENCY.
AND YOU KNOW, WE IN THE LIBRARY WORLD CAN
PLAY SUCH AN IMPORTANT ROLE TO HELP
CONNECT DOTS AND CONNECT WITH EACH OTHER.
SO IT'S ANOTHER KIND OF SERVICE DESIGN
PROBLEM WHERE WE CAN USE AN OPPORTUNITY TO
BRING PEOPLE TOGETHER TO CREATE A FABULOUS
EXPERIENCE THAT BRINGS PEOPLE TOGETHER,
THAT CONNECTS NOAKES EFFECTIVELY AND
EFFICIENTLY THAT WOULDN'T OTHERWISE
CONNECT WITH EACH OTHER.
AND THEN THAT CO-VALUE THAT PATRICK IS
TALKING ABOUT, LEAVE, THEY LEAVE KNOWING,
OH, MY GOODNESS, THE LIBRARY BROUGHT US
TOGETHER AND LOOK HOW MUCH WE LEARNED NOT
JUST ABOUT THE LIBRARY BUT ABOUT EACH
OTHER AND WHAT WE ARE ALL DOING IN THE
COMMUNITY.
AND ULTIMATELY, YOU KNOW, STUDIES SHOW
THAT THE SPECIAL SAUCE OF WORKFORCE
DEVELOPMENT, THE SPECIAL SAUCE OF FINDING
YOUR PERFECT JOB HAPPENS IN CONNECTION.
SO JUST SPECIFICALLY THE OPPORTUNITY TO
CONNECT YOUR COMMUNITIES TO EACH OTHER, TO
CONNECT YOUR INSTITUTION WITH COMMUNITIES
HAS SIGNIFICANT VALUE AND RETURN ON EVEN
YOUR MISSION OF INCREASING OPPORTUNITY AND
COMMUNITY ECONOMIC DEVELOPMENT.
>> FANTASTIC.
HOW EXCITING TO KNOW THAT WE HAVE YOU ALL
FOR ANOTHER SESSION IN FEBRUARY.
I WANT TO THANK SO MUCH FOR TODAY'S
SESSION AND WE HOPE THAT YOU ALL TAKE ALL
THIS EXCELLENT LEARNING, TAKE A LOOK AT
THE LEARNER GUIDE AND THE RESOURCES ON THE
EVENT PAGE.
WE ALSO WILL SEND YOU TO A SHORT SURVEY AS
YOU LEAVE TODAY.
PARTICULARLY FOR THIS OPPORTUNITY, WE CAN
APPLY YOUR FEEDBACK TO OUR PLANS FOR THIS
FOLLOW-UP SESSION.
SO IF YOU INDIAN HAVE TIME RIGHT NOW AS
YOU LEAVE, THERE'S A LINK IN THE EMAIL I
WILL SEND YOU LATER TODAY.
AND ANOTHER REMINDER THAT I WILL SEND YOU
ALL AN EMAIL ONCE THE RECORDING IS
POSTED.
AND THEN I WILL ALSO SEND YOU A
CERTIFICATE NEXT WEEK SO YOU DON'T NEED TO
ASK THE PICTURE -- REQUEST THE CERTIFICATE
SEPARATELY.
FANTASTIC.
THANK YOU SO MUCH TO OUR PRESENTERS, LEAH,
LYNA, MARGARET AND PATRICK.
EVERYONE HAVE A WONDERFUL THANKSGIVING
WEEK.
FOR THOSE OF YOU IN THE STATES.
OTHERWISE WE WILL SEE YOU NEXT YEAR ON
FEBRUARY 18th.
>> TAKE CARE, EVERYONE.