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  • Jim Nichols: OK, so the “exceeding” can be the enemy of the “meeting,” just as the perfect is...
  • Kathy Dempsey: Good stuff. I believe in learning from retail and in merchandising in libraries. Back in 2002,...
  • Tasha: Thanks for the reminder to keep ourselves from being in an echo chamber! I’ll definitely be taking a...
  • StevenB: Good point Jim. Looking at users by category could be an interesting way to be advance customer centricity....
  • anonymouse: At my public library, we claim to treat all reference questions & information needs equally, but we...

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Archive for September, 2011

Customers And The Future Of Innovation

We all want our organizations and work force to be more innovative. If we want to achieve progress, develop new services and create more value for our community members – and especially with constrained resources that prevent us throwing money at possible solutions to our problems – we’ve got to get innovative. Innovation can generally [...]

From Design Thinking to Design Process

Since writing this post focusing on Bruce Nussbaum’s essay about design thinking as a failed experiment I have come across other posts and articles referencing the essay and commenting one way or another on the state of design thinking. One in particular titled “The Short Happy Life of Design Thinking” authored by Damien Newman was [...]