That New Library Smell

1. That New Library Smell John Huddy Karim Khan September 2013 Virginia Library Association, September 2013

2. Intro • Welcome. • When we proposed this session, we the managers of two of the newest, most up to date libraries in the state • Now Karim is the Branch Manager of Purcellville Library which just celebrated it’s 75th birthday in an expanded original building • And John is the Director of the Handley Regional Library, with it’s centerpiece, the 100-year old Main Library Virginia Library Association, September 2013

3. Overview • Why care about that new library smell? • Purpose of libraries • How do we measure success • Your customers: What do they see? What does it cost them? • Who can tell me what is wrong with my library? • Here’s some places that you can fix • Planning and funding for what comes next Virginia Library Association, September 2013

4. Overview • When planning a new library, many stakeholders behave as if the library’s first day is the only day • The public – your community – will reshape your plans • So why bother? • Because a physical library that makes all the right moves gives your staff, your collection and you an advantage by saving the customer’s time and appealing to their senses. • This makes their satisfaction much more likely Virginia Library Association, September 2013

5. What models do we have? • Traditional Library • Drive Through? • Bookstore? Let’s not be like Border’s! • So our models draw from other disciplines that try and target and please the general population – sociology, retail, hospitality, etc. Virginia Library Association, September 2013

6. Overview - • Broken Windows Theory Consider a building with a few broken windows. If the windows are not repaired, the tendency is … to break a few more windows. …Or consider a pavement. Some litter accumulates. Soon, more litter accumulates. Eventually, people even start leaving bags of refuse from take-out restaurants there or even break into cars. Virginia Library Association, September 2013

7. Overview • Considering the diversity of needs and expectations people come to us with, it hard to determine what to target – everybody is unique • But the physical aspects of the building are the same • So the design and maintenance of the space is low-hanging fruit Virginia Library Association, September 2013

8. Beautiful Libraries • "Beauty draws us in. We can't stop looking or listening or touching. It takes us outside ourselves and it motivates us. It's essential to life and to happiness." — Nancy Etcoff, evolutionary psychologist Virginia Library Association, September 2013

9. But there isn’t always a fairy godmother • Most libraries are not • Brand new • Flush with cash for improvement • Worksite for people with endless time to identify, discuss, plan, and implement improvements • The community’s #1 priority at any time • But most libraries have good will • An ugly library is like an ugly dog or cat – as good as any other, and maybe the best if you love it Virginia Library Association, September 2013

10. So let’s ask some [fast] questions What is the purpose of a library? Virginia Library Association, September 2013

11. So let’s ask some [fast] questions • How do we measure success? • Retail measures success by sales • Online success is measures by page views and clicks on adds and links • Libraries? • We use circulation, computer sessions, and visits to measure but that’s not it Virginia Library Association, September 2013

12. How do we measure success? • Satisfaction • Harder to define and track than sales • Meet or exceed customer’s needs • Meet or exceed customer’s expectations • A sense that one is being thought of, planned for, and served • Positive transformation of expectations from previous view of libraries to something closer to the system mission and vision • Desire to repeat, strengthen and broaden library/customer relationship Virginia Library Association, September 2013

13. Moments of Truth • Each time a customer makes a judgment about your library that will affect his/her behavior, it’s a Moment of Truth • A moment of truth has three sequential parts • Reach -> • Stop/Hold -> • Close • Your greatest control is over the first part – reach Virginia Library Association, September 2013

14. Moments of Truth • Mad Men think of it as • Exposure -> • Impression -> • Incorporation • Liberal Arts Majors may think of it as • I see it -> • I recognize it and consider what it means to me -> • I judge/file the judgment in my brain • Prepare for your users judgment – we are a fast-to-judge culture Virginia Library Association, September 2013

15. Moments of Truth • By the time your customer has reached your excellently-trained staff people, she/he has already had moments of truth where you as an institution have reached her/his consciousness, made an impression, and either met the expectations, or failed to Virginia Library Association, September 2013

16. Anticipate the First Moment What does your customer see first? Virginia Library Association, September 2013

17. Anticipate the First Moment • What does your customer see first? • Condition of branch • Design of physical space • Lights • Signs • Sounds • Smells • Not what they are there to find? Virginia Library Association, September 2013

18. Library User Currencies • Time • Money • Angst Virginia Library Association, September 2013

19. Library User Currencies • Herb Sorensen, retail expert, says the consumer’s currencies are • Time • What the user spends in order to use library services • Rangunathan said “Save the User’s Time” • Understand how users spend their time • Money • Mostly spent well before the visit and out of mind • But extra expenses, even ones that are very small compared to what a user would spend at the store or a restaurant, can have huge impact • Angst • Sure time and money cause angst, but what else does? • Too much choice? Not enough? Too confusing? Too loud? Too little assistance? Hovering assistance? Virginia Library Association, September 2013

20. Review • Your expose your customer to your facility, equipment, services and staff – the whole of your library • The library makes an impression on your users • They spend their currencies navigating the library for the services they want • Time, Money and Angst • You want to shape their impressions so that they become a satisfied user • Because they walk in diverse, and looking for a range of services, optimizing the non-service related impressions your patrons receive gives you a head start at creating and sustaining satisfied users. Virginia Library Association, September 2013

21. What’s wrong with my library? Virginia Library Association, September 2013

22. Smart Design Needs Smarter Intel • Front Line Staff • Third-party professional • Architect, designer, builder • Board of Trustees • Library Users Virginia Library Association, September 2013

23. Smart Design Needs Smarter IntelYour Front Line Staff • Establish clear responsibility to report needed clean-ups and repairs • Keep an open door and open inbox for reports, complaints and suggestions • Prompt staff at meetings to send you 3 things that need improving. Provide anonymity and feedback • Meet 1 on 1 annually at least. • Have preset questions you ask each staff person • Some questions should elicit feedback on what physical improvements are needed Virginia Library Association, September 2013

24. Smart Design Needs Smarter IntelYour Front Line Staff • They see everything • You’re already paying them • In their jobs, they observe the patrons. They see what creates delay, angst, and dissatisfaction • They are motivated to help by pride, possibility of reward, and desire to increase efficiency • Establish clear responsibility to report needed clean-ups and repairs • Keep an open door and open inbox for reports, complaints and suggestions • Prompt staff at meetings to send you 3 things that need improving. Provide anonymity and feedback • Meet 1 on 1 annually at least. • Have preset questions you ask each staff person • Some questions should elicit feedback on what physical improvements are needed Virginia Library Association, September 2013

25. Smart Design Needs Smarter Intel: Third Party Professionals • Architects • Designers • Lighting Designer • Builders • Early Childhood Educator • Specialist in Design for persons with disabilities • Human-Computer Interaction (HCI) specialist • Graphic Artist • Aunt Ginny and Uncle Bub Virginia Library Association, September 2013

26. Smart Design Needs Smarter Intel: Third Party Professionals • Architects • Designers • Lighting Designer • Builders • Early Childhood Educator • Specialist in Design for persons with disabilities • Human-Computer Interaction (HCI) specialist • Graphic Artist • Aunt Ginny and Uncle Bub Virginia Library Association, September 2013

27. Smart Design Needs Smarter Intel: Your Library Users • Review your customer comments • Make sure staff is passing along customer complaints to management and that it moves up the chain • Contact your commenting customers and be prepared to discuss original comment or other topics • Hold staff accountable for getting the customer’s ideas to you • Complaints are a blessing, and opportunity to understand your customer’s needs and take steps to meet them • Reward staff for keeping the information flowing • Observe your customers in the library space • Look for trends and clusters • Don’t be shy – ask why • Survey your customers • Asking and observing is not enough • Well-constructed, valid surveys will reveal new information • And yes, they would like you to be open more hours • Today’s negative impression is tomorrow’s opportunity and the future’s awesome improvement or innovation Virginia Library Association, September 2013

28. Smart Design Needs Smarter IntelOther Stakeholders • Your Library Board • Your elected municipal representatives • Your Senior Management • Your Friends of the Library • Your partnering agencies • Schools • Human Services • Local literacy organizations • Local community service non-profits Virginia Library Association, September 2013

29. Smart Design Needs Smarter IntelOther Stakeholders • Your Library Board • Your elected municipal representatives • Your Senior Management • Your Friends of the Library • Your partnering agencies • Schools • Human Services • Local literacy organizations • Local community service non-profits Virginia Library Association, September 2013

30. Exterior • Signs • Exterior Furnishings • Landscape Virginia Library Association, September 2013

31. Exterior Signs • Bad exterior signage will cost time and angst right out the gate • Keep signs fresh looking and correct • Tape does not work outside • But – too many signs ups the angst and takes users time (if they chose to read them). Virginia Library Association, September 2013

32. Landscaping and Outside Furniture • Hell is other people – maintain approachability to your doors • Watch your trash receptacles – no place outside your library is more likely to leave a bad impression • Remember the Broken Window Theory applies 360 degrees around your facility • A good opportunity for community cooperation because your patrons love the library too • Do not over-clutter with outside features Virginia Library Association, September 2013

33. Inside Your Library • Touch up paint • Spot clean carpet and upholstery Virginia Library Association, September 2013

34. Carpet and Lights • Carpets that look good on opening day may look bad one day later • Have a spill-reporting and spot-cleaning messaging procedure/system in place • Even though you don’t want to – clean when spills happen, not that night’s custodial shift. Once a stain is set, its set • Area rug to cover a stain? Why not? • Libraries aren’t bars – keep it bright throughout • There are inexpensive battery-powered lighting options – florescent and LED • Flickering lights are distracting – replace immediately, because broken lights are just glowing broken windows Virginia Library Association, September 2013

35. Technology • Manage cables in a consistent, neat manner • Keep screens clean. You will need more screen wipes than Kleenex • Keep keyboards and visible towers clean and dust-free • Sometimes technology should have a physical presence to draw attention • Public Internet area • Kids’ Gaming Area • E-Books and E-Magazines Virginia Library Association, September 2013

36. Furniture • Defective seating needs repair or replacement • Don’t just look at your seating – sit in it • Have the tools on hand for simple repair • If you can’t afford to repair stained/ripped upholstery, consider slipcovers. If needed re-configure chairs so slipcovered chairs can be brought together • Remember upholstery does not only work on the senses of sight and touch – smell counts • Keep tables clean from graffiti and markings • Yes, get under the table looking for gum • If you allow food like a restaurant, clean your tables like a restaurant • Huddy sez: No cooked food Virginia Library Association, September 2013

37. Signs Inside Your Library • Use a label-maker if • The message changes infrequently • If a sign would take up space that the user needs • The message will have its real impact only within 3 feet • Use a template to print consistent, attractive, professional signs, but allow for some creativity • Have your logo on the template • Khan sez: Except out-of-order toilets. You don’t want your logo associated with that. • Vary your sign sizes to increase impressions • Keep signs up-to-date and attractive • Use frames or sign holders whenever possible – and never clear tape on painted surfaces • Keep messages short • Do you really need the sign? • No Virginia Library Association, September 2013

38. Service Points • Remember the patron’s currencies: time, angst and money • Some imagine staff floating or roving or roller-skating about – how does that effect patron’s time? Angst? • Where your service points are will vary with building/service area shape – but your users expectations are not based on other libraries so much as on retail spaces • De-clutter everything • If self service areas are cluttered, patrons will not feel comfortable fending for themselves. Look at retail self-checkout • Helping a user at eye-level is superior to having them look at the top of your head • Service personnel need to move in response to patrons – not just walk to shelf but walk around desk, walk to other service points. Nothing says “your needs are important to me” better than motion. Virginia Library Association, September 2013

39. Collections • Yes, weeding is a part of giving your library That New Library Smell • But there’s plenty of information on weeding • And plenty of evidence that too much weeding can have negative publicity, circulation, morale and related consequences • Remember the patron’s currencies – how does removing this item save the patron time, show good responsibility with his/her money, or reduce her/his angst? • Weed what needs it. Weeding is not a religion and if it is, be faithful, not a zealot. Virginia Library Association, September 2013

40. Don’t stand still • If you haven’t made a major move or shift in the past year – why not? • Your users and their needs are changing • New technologies, programming, demands and expectations arrive constantly • When you’re ready to adapt, change your space to create optimal space for what’s new • Yes, you may pull out a range of shelves. We said so. • Sometimes, get ahead of the change Virginia Library Association, September 2013

41. Take it outside • It’s not a coincidence that outside features are all over new libraries including American Libraries Design Award winners • What do you want your outside space to do? • Do you want it controlled (like the inside of your library) or free? • Work with available experts to create something that meets your mission/goals and creates excitement and new interest for your community Virginia Library Association, September 2013

42. But I don’t have any money • Re-use and re-purpose • Fundraise with Friends of the Library • Nameplate donors (even on older features) • Seek partnerships • Cultivate businesses and individuals • Apply for grants • The average teacher spends $623 out-of-pocket for classroom expenses each year Virginia Library Association, September 2013

43. Don’t have to do it all at once • Priorities must be based of how capable of completion your projects are, probably even more than how much the improvement is needed. • Cheryl Bryan’s Gap Analysis (PLA) is a good method for planning, funding and delivering on larger projects • Think impact! Virginia Library Association, September 2013

44. Questions? John Huddy, Director, Handley Regional Library jhuddy@handleyregional.org Karim Khan, Branch Manager, Purcellville Library, Loudoun County Public Library Karim.Khan@loudoun.gov Virginia Library Association, September 2013

45. Resources • Aabo, Svanhild and RagnarAudunson. "Use of Library Space and the Library as Place," Library and Information Science Research, 34(2), April 2012, p. 138-149. • Ahlers, Deborah and Heidi Steiner. "The approachable reference desk: How Norwich University Kreitzberg Library’s desk got a new look," College & Research Libraries News, 73(2), p. 70-73. • Avermaete, Tom and Anne Massey. Hotel lobbies and lounges: the architecture of professional hospitality. New York : Routledge, 2013. • Bolan, Kimberly. Teen spaces: the step-by-step library makeover. Chicago: American Library Association, 2009. • Brown, Bob and Bill Still. The little brown book of restaurant success. Washington, D.C. : Customer First, 1994. • Bryan, Cheryl. Managing facilities for results: optimizing space for services . Chicago : American Library Association, 2007. • Carlzon, Jan. Moments of truth: New strategies for today's customer-driven economy. Cambridge, Mass., Ballinger Pub. Co., 1987. • Demmers, Linda. Webjunction's Focus on Space Planning for Libraries. Seattle, WA: WebJunction. http://www.webjunction.org/documents/webjunction/WebJunction_039_s_Focus_on_Space_Planning_for_Libraries.html, retrieved July 9, 2013. • Feinberg, Sandra and James R. Keller. Designing space for children and teens in libraries and public places. Chicago: American Library Association, 2010. • Huwe, Terence K. "Hearts, Minds and the Library's Physical Space," Computers in Libraries, 30(8),October 2010, p. 29. • Kaiser, Laura Fisher. "Libraries Unbound," Interior Design, 78(7), May 1, 2007. p. 244. • Kelling , George L. and James Q. Wilson "Broken Windows: The Police and Neighborhood Safety, " The Atlantic Monthly. March 1, 1982, http://www.theatlantic.com/magazine/archive/1982/03/broken-windows/304465/ retrieved September 4, 2013. • Lesneski, Traci Engel. "With Kids in Mind," Library By Design, Fall 2012, p. 16-17. • Massachusetts Board of Library Commissioners. Your Libray Construction Project: A Checklist for Success. Boston: Massachusetts Board of Library Commissioners. 2006. • Ranganathan, S. R. The five laws of library science. Madras (Chennai), Madras Library Association, 1931. • Schmidt, Aaron. "Signs of Good Design," Library Journal 136(2), p. 17. Virginia Library Association, September 2013