I Still Want People To Brag About Their Great Library Experience

What is happiness? You might say it’s the absence of sorrow or problems, or freedom from suffering. It might be just feeling good about life and the world around you – or whatever just happened to put that smile on your face. Maybe you can ask your smartphone’s intelligent agent for an answer. What I’ve noticed is a growing body of research that seeks to understand what happiness is, what conditions contribute to it, how age influences what makes us happy and much more. More significantly for this blog, some of that research explores happiness within the context of user experience.

What sort of experiences contribute to happiness the most? Does buying a new flat-screen television make us happy? How about a trip to an exotic location? Or maybe it’s just having a quiet breakfast and reading the newspaper? For our library community members it might be getting the answer to their question or a renewed confidence in their ability to complete a challenging research project.

It’s only natural that when people have a truly great experience they want to share it with their friends or social network. So they tell people about that great vacation or they tweet about their new car’s super-comfortable driver’s seat or maybe even that tasty soup they had for lunch. New research suggests that as much as we want to tell other people about our great experiences, our family, friends and colleagues may actually dislike hearing about it. Our personal happiness, when shared, may make others less happy – even if they “Like” it on Facebook or respond positively to your status update.

It may all be in the way we share the stories about our best experiences and with whom we share it. According to the research, people are much more likely to prefer hearing about a more mundane or common experience than an extraordinary experience that few others will ever experience.

That got me wondering about a great library experience. We librarians would always wish for our library-using community members to tell their friends and family – especially the ones who don’t use the library – about their (hopefully great) library experience. Word of mouth marketing can’t be beat – right. How do other people react to those library stories? If librarians better understood the impact of people sharing their library stories would it change anything about the way we approach the delivery of the library experience?

I think these findings could bode well for librarians who pay attention to design and delivering a satisfying experience – the type that results in people being happy to have access to library community services. In the research study participants watched either high or low rated films. The researchers believed that those who saw the high rated films would have the better experience – which they did. What surprised the researchers is that afterwards the majority of the people preferred to commiserate about viewing the low rated films rather than discuss the much better film.

The takeaway for the researchers was that a great individual experience tends to be non-social. Others are not interested in discussing that high-fidelity experience, for example, your two-week luxury trip to Hawaii. In a social situation, people will prefer to hear about or discuss a more routine experience, one that they can relate to and would by no means judge or interpret as bragging.

Either scenario works to the advantage of a great library experience. If the experience is well designed to create a sense of happiness in individuals that works well on the non-social level. As a community member, just having had a great experience at your library, leaves through the front door, he or she can feel a sense of happiness about their trip to the library. If this individual then decides to tell others about their library experience in a social setting, there is minimal likelihood that others will feel uncomfortable talking about it.

Hearing about someone’s experience at the library is hardly the same as that person talking about cruising around in their Lamborghini or sharing the details of a meal at an expensive restaurant. Everyone can relate to being at a library, even if they are non-users. “The pleasure of a social encounter is built on commonality. People are more likely to enjoy talking about an ordinary experience they have all had rather than hearing about the fabulous one they didn’t.”

For librarians, delivering a great experience – one that makes people happy – is, to my way of thinking, a no-lose proposition when it comes to people talking about their life experiences. The challenge for librarians is getting community members into the library so that they can have that great experience. That assumes we have done our work in advance to design and deliver an experience worth having. If those conditions are fulfilled then the odds are strong that libraries will receive the type of word-of-mouth marketing that makes a difference in a community.

Author: StevenB

Steven Bell is currently Associate University Librarian for Research and Instructional Services at Temple University, and was previously Director of the Library at Philadelphia University. Steven is the author of two regular columns published by Library Journal, From the Bell Tower and Leading From the Library. With John Shank he is co-founder of the Blended Librarians Online Learning Community. Bell and Shank are also authors of the book Academic Librarianship by Design. Bell's latest book is Crucible Moments: Inspiring Library Leadership. More information is found at his website.

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