Experience Economy

Content Creation, Media Labs, and Hackerspaces

by David Lee King on December 15, 2011

Skokie Public Library's Digital Media Lab

I’ve been thinking about content creation and libraries lately. Right now, we collect content – hence our shelves of stuff. Yes, we do many other things too. But if you look at our buildings, they have been, by and large, designed for collections of stuff – for collecting content.

Some libraries are changing that focus (or at least adding on to it) by enabling customers to create their own content in a variety of ways … and it’s pretty interesting stuff!

I’ll lump what I’m seeing into three loose categories:

  • Digital Media Labs
  • Hackerspaces
  • Coworking spaces

Digital Media Labs: These spaces have content creation tools that allow customers to create and share video, music, photography, and design projects. Customers have access to computers with editing software, cameras, camcorders, microphones, and musical keyboards.

The best examples I’ve seen of this so far are Skokie Public Library’s Digital Media Lab and Chicago Public Library’s YouMedia project. Skokie’s lab has a greenscreen wall for video projects; Youmedia includes a small recording studio space.

Hackerspaces: ”A hackerspace … is a location where people with common interests, often in computers, technology, science, or digital or electronic art (but also in many other realms) can meet, socialise and/or collaborate … hackers can come together to share resources and knowledge to build and make things” (from Wikipedia).

Basically, hackerspaces tend to be public spaces with tools – 3D printers, drill presses, etc. And people make stuff there. Who’s doing this? Well, Allen County Public Library and Fayetteville Free Library are, for starters.

Coworking Spaces: Coworking is a pretty simple concept. Independent workers, freelancers, small business owners, etc. gather in a shared space to share ideas, team up on projects, and get some work done in a more social setting. It’s an alternative to meeting at home or a local coffee shop.

Libraries have unofficially done this for years (how many of you have heard of a patron who runs his/her business from the library? I’ll bet some of you have). But some libraries are going a step or two further by embedding librarians in these spaces, or even offering coworking spaces as part of their services. Meg Knodl, a librarian at Hennepin County Library, is doing this – here’s an article on what Meg is doing. Helsinki City Library has created some coworking spaces – read more about it here.

For more info, check out these articles:

Question – is your library doing something like this? If so, let me know in the comments!

Photo by Skokie Public Library

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Internet Librarian 2011, Day 2: Designing for Optimal UX

by David Lee King on October 18, 2011

Nate Hill, Web Librarian, San Jose Public Library

Chris Noll, Noll & Tam Architects

Slide on the screen:

Because of the Internet, access to:
Books and other documents have gone from Read to Read/Write
Photo and video output has gone from View to View/Edit
Music and other audio has gone from Listen to Listen/Remix

Nate is introducing the topic of libraries starting to support content creation, and the models behind that.

Chris:

Contra Costa has used vending machines in shopping malls, etc. Washington County is using reserve boxes.

Boston Chinatown Storefront Library – community driven library

Houston – small small branch…

DC – Kiosk branches…

Greenbridge Library – took a community center, and developed part of it into a library

Idea Stores in London. Mix up libraries, cafes, etc.

Morgan Hill Library – self checkout, check in, self help holds, etc – very self-driven

Nate:

talking about the Digital Public Library or America project and their beta sprint. Realized we will still need physical spaces to create digital content.

LibraryLab idea:

broken into modules like audio and video creation, scanning, collaboration, etc

Chris: talking about creating furniture for these creative types of spaces …

Give people access to tools. Some libraries check out tools or musical instruments. Why not video cameras, microphones, etc?

Why not have design tools – desktop publishing, CAD/CAM tools, 3D printers, etc? The library could support these things.

They want this project to happen … but need funding, etc.

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Turning Strangers into Friends

by David Lee King on September 13, 2011

The Thank You Economy

I just read The Thank You Economy by Gary Vaynerchuk. Good read. Here’s an interesting thought I got out of it that relates to libraries.

On page 53, he writes about Nielson conducting a study on what drives consumer trust. 70% of people said they turn to family and friends for advice when making purchasing decisions.

Then Gary says this: “The ROI of your relationship with your mother is going to be much higher than that of the one you have with a good friend. Both, however, are more valuable than the one you have with an acquaintance, which trumps the relationship you have with a stranger. Without social media, you and your customer are relegated to strangers; with it, depending on your efforts, you can potentially upgrade your relationship to that of casual acquaintances, and even, in time, to friends. The power of that relationship can go so far as to convert a casual browser into a committed buyer, or a buyer into an advocate.” (pg 54-55).

This idea of turning strangers into friends works great in libraries, too. The goal is simply this – become casual acquaintances, or even friends, with our customers. We have done that for years in our buildings – I’d say that’s business as usual.

Online? We can do the same thing by using social media tools like Twitter and Facebook. Start friending people in your community. Your customers. That’s how you start turning strangers into friends … and into customers of your library.

Here’s what Gary did – he created Twitter alerts for wine words like Merlot. When someone had a question about that term, he answered it … and started growing a reputation about actually knowing something about wine.

We know stuff too – we are librarians, after all! Use a tool like Twitter. Do a zip code search for your local area or a town search … then add some words to that search, like book, reading, etc. Or business terms … or whatever the hot issues in your town happen to be.

Then start answering questions or making comments as they seem relevant. Point to your stuff, like the book that answers it, when it makes sense. Be helpful … like you already are in your building.

It’s a way to get out in the community without actually leaving the air conditioning!

Pic by Steven Rosenbaum

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Use the Front Door

by David Lee King on August 18, 2011

A front door in Delft

If your library’s like mine, you have staff-only ways to access library stuff … things like employee parking, a staff-only entrance, a back-end way to access the library catalog, etc. Whenever I put a book on hold, I get it delivered via inter-office mail.

I never have to use the library like a patron if I don’t want to!

My question – is this a good thing?

Try using your library like a patron. Is it easy or hard? Is there something that frustrates you about the whole process? It’s probably doing the same thing to your patrons.

Here’s a thought – maybe we should create a “Work Like a Patron” week, where we only use the library like our customers do – use your library’s wifi (bonus points for using a Public PC), search using the patron version of your catalog, maybe even sit at those lovely desks in the library. Or hang out in a cafe, accessing all work- and library-related stuff from outside of the building. Use the front door, and see the library through your patrons’ eyes.

This works for the IT department, too. Use library employee tools like … library employees, rather than like IT dudes and dudettes. Is it hard? If so … it’s probably hard for the rest of the library, too. Make it work for everyone!

If it works wonderfully, great! If not, maybe you have some things to improve.

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Answer these Questions

by David Lee King on February 10, 2011

I recently read What do You Want People to See over on the Social Rabbit blog. Good read … and it made me think a bit.

The article discusses setting some goals for your social media sites by answering some questions – questions like this:

  • What are you using social media in your business for?
  • what impression about your business do you want to leave people with?

Not bad questions to answer at all. For example, think about your organization’s Facebook Page (assuming you have one). What are you using that for? Have any idea?

How about the second question – what impression do you want to leave people with who visit your organization’s Facebook Page? Answering this question might change the way you post status updates, or what types of pictures you add to the page, for example.

Pondering those questions made me think about our organization websites. Shouldn’t we answer those types of questions in relation to our websites too? I think so.

Take a peek at a page on your website – any page will do. Then answer these questions:

  • what should your audience be looking at while on this page?
  • where are you pointing your audience? What actions should they take here?
  • What should they do next?

Answering these questions will start you down the path of setting some goals for major sections of your website. Not a bad thing to have at all :-)

Pic by Alexander Henning Drachmann

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New Presentation: Creating Community Experience Using Mostly Free Stuff and Staff

by David Lee King on January 11, 2011

Creating Community Experience using mostly free stuff & staff

View more presentations from David King.

Here’s the Slideshare version of a presentation I did for Proquest at the ALA MidWinter 2011 meeting. It was a fun presentation to do – I was experimenting with creating recurring themes throughout the presentation, and working on my transitions.

I think it worked well. Enjoy!

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Answer these Questions for your Website

by David Lee King on November 2, 2010

We’re in the midst of a website redesign for our library. As we start looking at content, links, buttons, headings, etc – stuff like that – you know what we’re thinking?

We’re thinking this: does this link/content/heading/etc answer these questions for our customers?

  • What can I do here?
  • What can I do next?
  • Why should I care?

Answering these are really hard! Think about it for a sec – take a pretty normal link, like the library web designer’s favorite – “Library Databases.” Answering that “what can I do here” question certainly gets into how you label that section of your website (’cause we all know that “Library Databases” means nothing). Perhaps something like “Find articles” or “do some research” might work better?

Or think about a blog post – answering the “what can I do next” question can be as easy as linking to a set of related articles, topics, or even related books at the end of the post. I do this on my blog – when you’re reading it on the actual website, when you finish reading the article, you’ll see a list of related blog posts I wrote. What’s this get you? Website visitors staying on your site for longer amounts of time. More clicks. Hopefully, more conversions – more people clicking “attend this event” or checking out a book, etc.

“Why should I care” is a favorite one of our library director, and it’s probably the hardest of the three questions to answer. One way to do this is in the content itself. So your first couple of questions get the customer to your content … and then your content itself will need to answer that “why should I care” thing.

The answer could be any number of things, ranging from “because you can borrow it for free” to “because you’re a small business owner, and these resources will help you be profitable.” See where I’m going with this? Another way to say “why should I care” is to ask “what’s in it for me” or “why is this interesting?” Give them that reason.

Give your customers a reason to stay on your site by having great content AND by actually telling them why they might want to stay. Do that, and my guess is that … they actually WILL stay on your site – your digital banch – longer, doing more things.

Could be a good thing!

pic by Marco Bellucci

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Day 1 at Internet Librarian 2010

by David Lee King on October 26, 2010

I’m at Internet Librarian 2010 in Monterey, CA – wonderful conference full of librarian techie joy. Here are some of the highlights I picked up yesterday:

The keynote presentation was: Why Libraries Have a Future: Adding Value to your Community, presented by Patricia Martin, CEO Litlamp Communications & Author, Renaissance Generation: The Rise of the CUltural Consumer and What it Means to Your Business

Her book = what it looks like right before a renaissance.

Here’s what she means by that:

as soon as something is deemed less relevant, it starts getting shed… her goal is to help us figure out how to still be relevant (so libraries don’t get shed)

Interesting aside – capitalism is based on conformity (ie., 9 billion people eating the same hamburger)

Cool idea – Irene Au at Google – created a team that looked around the org, and proposes improvements to the user experience at parts of google. This can work for a library!

She asked users what the minimal user experience should be, then works to get those integrated.

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Managing Your Library’s Online Presence

Jennifer Koerber, Boston Public Library

think about voice. Be consistent in your voice online. use a styleguide with a team of authors.

pre-load some preferred tags, so when busy authors are ready to tag … they can pick some “good” ones.

fonts can give you a voice

banners – you can add these to websites, youtube, separate blogs, etc – it is a visual way to pull everything together visually

Logos – easy way to anchor your sites and services

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SuHui Ho – University of California

Managing today’s e-Library

it takes a village to build, staff, and manage an e-library.

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Colleen Brazil -Sno-Isle Libraries

Used Overdrive as example – said we should always continue the conversation about when patrons have a bad experience with a product we use – keep the dialogue open, communicate with vendor and patrons

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Freak Out, Geek Out, or Seek Out – recent presentations

by David Lee King on October 4, 2010

Freak Out, Geek Out, or Seek Out: Trends, Transformations & Change in Libraries

View more presentations from David King.

I recently gave my Freak Out, Geek Out, or Seek Out presentation at Lawrence Public Library in Kansas, and at three fun events in Wisconsin. A couple of them were longer, 3-hour talks, and the other two were shorter – this Slideshare slidedeck is for the 3-hour version of the presentation.

All 4 were fun talks with lots of great discussion afterwards. Lawrence and Wisconsin – thanks!

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It’s the Experience that Matters – Notes from a ULC Webinar

by David Lee King on August 10, 2010

I attended an Urban Libraries Council webinar on the customer experience today – it was good! Here are some of my notes from the session.

Speaker – Melanie Huggins, Richland County Public Library

Stuff I found interesting…

Definitions:
User Experience (UX) – interaction between technology and humans
Customer Experience (CxP) – all aspects of a customer’s interaction with an organization, its product and services

Think about the whole interaction – the before, during, and after – that’s the customer experience.

6 laws of customer experience:

1. Every interaction creates a personal reaction
- An experience designed for everyone satisfies no one. You need to optimize for a specific set of customers (ie., use personas)

2. People are instinctively self-centered
- don’t sell things – help customers buy them
- don’t show your corporate underpants

3. Customer familiarity breeds alignment
- think of your company as a large production crew making the stars (front-line employees) shine on stage (during customer interactions) – nice thought!

4. Unengaged employees don’t create engaged customers

5. Employees do what is measured, incented, and celebrated
- me – ok. “encented” is a silly word.
- don’t just expect staff to do the right things. Instead, clearly define good behaviors.
- watch for mixed messages

6. You can’t fake it!
- it has to be top priority to be successful
- advertise to reinforce, not create, positioning (ie., job ads)

Definition of brand: a customer’s gut feeling about a product, service, or organization.

Good stuff!

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