Make Your Library Remarkable

Public libraries set the bar really low. In general, we create a boring environment with bland products and mediocre services. But this doesn’t have to be the case, and I think libraries can learn a lot from the business world. I just finished reading Purple Cow: Transform your business by being remarkable, by Seth Godin. What follows is a list of advice from Godin and how I think it can be applied to public libraries.

• Users are interested in services that are remarkable. Most libraries are boring, bland, stagnant. As Godin says: “Stop advertising and start innovating.” Consistently good service is not enough; libraries have to be innovative. Does your library make people say “wow”?
• Key to promoting is to get the message to the right users, not the most users. Who are the right users? “Sneezers”: patrons who will spread your message. Example: high school and college students, and nonprofit organizations. Social networking was available for a while, but it didn’t become hot until teenagers helped spread it. Focus on groups that will spread your message!
• Think about niche markets that are being underserved. Example: students, job seekers, grant seekers, immigrants. Are there gaps in your collection? Can you improve your services to any of these groups?
  
• Libraries need to provide services that fascinate people. Example: video games. People either love or hate the idea of video games in libraries. Regardless of their feelings, it gets people talking about public libraries. It generates publicity. What other services can public libraries provide that will really wow people?
• Be aware of your competition. Know who your competitors are and what they are doing. Competitors might be nearby libraries or libraries that are leaders in the field. Find out what competitors are doing well and what they are not doing well. Use this information to improve the services at your own library. The status quo is not good enough – we have to be surpass the expectations of our users..
• Be obsessed with creating a great experience. Libraries are always an option, but what can we do to make the public library the first option? How can we make our services remarkable?

For more on these ideas, read Seth Godin’s Purple Cow (Portfolio, 2003).

Adult Gaming @ Public Libraries

I love video games in libraries. But the whole concept of gaming programs in public libraries is often sold as a lure for reluctant patrons, and I think this is misguided. I think there are two major benefits to gaming programs.

Lets be honest, libraries (and librarians) have a lot going against them, from the stereotypes of being a boring place and enforcing noise policies to just a shear lack of funding. From a marketing standpoint one of our biggest challenges is to remind patrons young and old that public libraries are relevant to their lives. The library shouldn’t be a place to take a break from the fast pace of the real world, it should be the center of the community – a place where people go to do things!

As reported by the Entertainment Software Association, the gaming industry continued to grow in 2007, outselling music and movies in total revenue. It’s important for public libraries to play a role in the gaming world. We don’t have to be the first choice, but libraries need to at least be in the conversation. Gaming programs at public libraries remind patrons that we speak the same language.

But more importantly, we need to start seeing video games as learning tools. It’s been suggested that gaming doesn’t fit into the mission statements of public libraries, but I disagree. It’s simple: games encourage learning. Although everyone says this differently, the primary mission of most public libraries is to support educational activities within the community. Gaming has many positive impacts, including:

• Teamwork
• Socialization
  
• Eye-hand coordination
• Basic technology skills
  
• Problem-solving
  
• And probably more that I’m overlooking
  

But hold on - these results are not just beneficial to young people; there are plenty of adults who could improve these skills. Education is a lifelong process, and gaming programs in public libraries is another way to help patrons improve their lives.

Unlike their younger counterparts, older adults may not attend gaming programs willingly - it may take some serious encouragement! 

Many older adults have finally come around to personal computers, but the gaming world is completely foreign to them. Gaming is the realm of their children and grandchildren, and many adults are reluctant to show their ignorance with this technology. The trick is to get them in front of a game - like Wii Tennis - and put that controller in their hands. Once they start interacting with the games, they will be sold.

Be sure to have staff members of all ages around to help patrons get the hang of it. The result that I’ve been most impressed with is the interaction between the teenage staff and the senior patrons!

For more information on starting or continuing gaming programs in your library check out Gaming - Library Success: A Best Practices Wiki.

From Web Sites to Widgets

How can libraries cash in on the widget craze? A colleague of mine recently suggested an answer: using widgets to provide specific services offered by public libraries.

It’s time to start thinking less about complex web sites and focus more on widget applications that allow libraries to highlight particular services that our users want. For example, I’ve downloaded applications for Google Maps and ESPN to my BlackBerry, and I use these constantly. One benefit is that since I’m opening a smaller application and not the entire web site, the load time is quicker and I spend less time getting the information I want. Making it easier to locate information – sounds like a responsibility of librarians, right?

Here are some services offered by public libraries that could potentially be utilized by a widget:

• Online catalog (search for materials, locate where they’re checked in, place holds)
• Account login (view holds, fines, blocks; edit personal information) Events calendar (upcoming programs)
• Readers Advisory (searchable lists by topic)
• Electronic databases (newspaper, magazine, journal articles)
• Ask a Librarian (chat reference)
• Homework Help (for kids and teens)

Web sites may become the middle person that we increasingly find ourselves trying to eliminate. If we can make it easier for users to locate information, why not do it?

Manga Mania!

The good news is that teens and preteens are reading. The trick is figuring out what they're reading.

One thing they're reading is a genre of graphic novels called manga. People have been aware of this for a while, so this is not really breaking news. But I would like to offer encouragement to libraries who have been reluctant to develop a strong manga or graphic novel collection.

There are a lot of manga series (like Naruto on the left) that offer the type of ninja-oriented, action-filled plots that many adolescent boys and girls are looking for. But you can also find series like Boys Over Flowers for your teen patrons that are more lover than fighter. The most important thing is to not stereotype your readers; just put the books out there and see what circulates.

And remember: you don't have to read these to recommend them! Just know the titles and an idea of the plot. Is it action or teen romance?

If you are still reluctant to try some of these books, just take a walk through the graphic novel section at your local bookstore (especially Barnes and Nobles or Borders). This place is mobbed with kids lounging around quietly reading their favorite manga or comic book series. Wouldn't you love to have these kids at your library?

And it gets better, because these books are not limited to teenagers - other age groups love them too! Children want to see what the older kids are reading, and adults will pick them up too, as long as you don't give them the teen label.

Don't label it young adult, just call it the graphic novel section and you will not be able to keep these on the shelf.

Here are a few manga series that have circulated extremely well at my library:

• Death Note
• Naruto
• One Piece

These titles are all products of Viz Media, but there are a lot of other great manga publishers out there. Just browse for yourself the next time you're at the bookstore!

A greener library is a gooder library

Going Green is a great source of information for people interested in sustainable living practices for businesses and organizations. Essentially it's just a compilation of other web resources about greenifying. But it's nice to have it all in once place.

Give Librarians Room!

This NYT article, The Google Way: Give Engineers Room, is an example of why I love Google as a model for libraries. We’re like siblings; libraries need to get past the fear and jealously of Google and really appreciate the innovative things they’re doing. If we use Google as an organizational model there is a lot we can learn.

Bharat Mediratta, a software engineer at Google, talks about “bottom up” change and the effectiveness of pushing innovation through grassroots initiatives. It’s almost like guerrilla marketing within your own company. I’ve heard from many librarians frustrated with the obstacles and slow pace of change within the field. It’s easy to get worn out by these barriers, but librarians are passionate people with innovative ideas – they just need to be unleashed!

Is Your Library USB-ready?

There was an article in The New York Times on Monday, “In Some Schools, iPods Are Required Listening” that I think gives a good indication of where libraries should be going. My experiences with circulating equipment have not been pleasant. We currently have a stack of broken laptops in my library that were loaned out to patrons at one point. So given the budgets of public libraries I don’t think we’re ready to circulate iPods. But I do think that patrons should be able to use their own peripherals (mp3 players, digital cameras, and handheld video games devices) to interact with the computers in public libraries.

“How do I download music?”

“How do I email the photos on my camera?”

I’ve heard these question countless times. My response is usually “you don’t”, followed by some sort of embarrassed expression. Part of the problem is software. Maybe public libraries need to look at generic Open Source software that would allow patrons to utilize their devices on public computers, regardless of model, manufacturer, etc. I don’t know what the answer is, but I think we certainly need to be asking the question.

It’s fair to say that the computers in our public libraries are currently USB-functional. Many patrons are now entering libraries flash drive in hand. I’ve seen teenagers in the library viewing files on the PCs that they saved to their Playstation Portable (PSP). But there are still problems with using other devices, so I would argue that we need to become more USB-ready.

Today libraries are a place to use public computers, but tomorrow we may be a place to use other technologies. And if we’re not, then people will probably find somewhere else to go.