Customer Service When No One is Looking

Just a random thought on customer service. I’m currently reading a book by Jim Palmer (an old friend from my days in Nashville) titled Divine Nobodies: Shedding Religion to Find God. It’s an interesting book (though I realize not everyone’s cup of tea).
Palmer mentions loving libraries, and then goes on to say this (it’s not [...]

Don’t Set Your MySpace Page Profile to Private!

I just saw Plainfield Public Library’s MySpace page (via Michael Stephens). Well, not really - take a look at the screenshot - their MySpace profile is set to private.
So what? Well… it’s a usability and experience thing. There will be MySpacers that want to peruse the page, see what programs the library has to offer, [...]

Library Appears in This Is Broken

I subscribe to the This Is Broken blog, which focuses on customer experience. It usually reports examples of bad customer experiences, and makes a comment or two about the experience. Sorta interesting.
Anyway, Denver Public Library appeared! According to the post: “I received an email from the Denver Public Library notifying me that a book was [...]

Make Subscribing to Blogs Easy

There’s one little thing that bugs me about blog design/usability - it’s where most of us place the Syndicate this Blog section… usually at the BOTTOM OF THE PAGE, and usually hidden in arcane geek language.
Generally, the syndicate/rss info is placed at the bottom of a blog site because that’s where the blog software designer [...]

Experience Staging in College Admissions

This isn’t technically related to libraries or digital spaces, but it might get you thinking nonetheless. Check this post out from the Experience Economy Evangelist. In a nutshell:
Hendrix College stages an experience for their prospective students. What do they do? Here’s a list:

The call it the Hendrix Experience (that’s just cool)
They create a customized, reserved [...]

Approach to Creating Experiences

I just found this neat “Approach to Creating Experiences” chart (found via Logic + Emotion).
I’m becoming an “experience geek,” so I think it’s pretty cool… it’s broken down into 5 sequential steps:

Uncover customer, brand and business insights - start with the customer, use different types of scenarios to bring out customer needs, wants, and expectations, [...]

One Experience Most Libraries Already Have

Take a peek at this post from the Experience Economy Evangelist. The post discusses using scents as part of creating an experience. Apparently, some hotel chains are beginning to incorporate “signature smells” in their hotel lobbies.
And if you think about it - when you walk into a Starbucks, don’t they have a “signature smell” (as [...]

CIL2006 - Slides from My Presentation on Experience Planning

Here’s a link to my slides from my presentation at the Computers in Libraries conference. I presented a session titled “The Basics of Web-Based Experience Planning.” Other people have blogged about it here, here, and here.
cil2006

Notes from the “Designing Library Experiences for Users” Webcast

I just finished listening to the Blended Librarian Live Webcast: Designing Library Experiences For Users. Aradhana Goel, Senior Information Designer at Maya Design, gave the webcast. It was good! I’d recommend y’all to listen to one sometime - they do a good job. 
I took some notes during the webcast - here they are:
Wow - over [...]

Blending is Good!

Last week, I stopped at Starbucks on my way to work. Instead of the usual rather large coffee, I ordered an “iced shaken coffee,” slightly sweetened. It was good! And I realized that it blended multiple things that I like - I like iced drinks, I like coffee, and I like sweet drinks… And this [...]

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