In the past I’ve contemplated on the outcomes of a total user experience for libraries – and have identified what that experience of totality would be like: memorable; unique; create loyalty, etc But when I talk with others about the library UX the conversation often turns to questions about what are the qualities of a [...]

Two things happened this past week that stood out for me as signposts that more librarians are becoming familiar with the user experience concept. It is mixed news. It is good that more librarians in all spheres of the profession are gaining awareness about library user experience. What is not so good are the signs [...]

Back in August 2010 I had the pleasure of participating in the Reference Renaissance Conference. I participated in the closing plenary as part of a panel presentation and discussion about the reference service user experience. The gist of my presentation was that delivering reference service in a library could be more than just a series [...]

In the past I’ve heard talks or read articles where user experience (UX) and customer experience (CX) are used interchangeably to describe some process of designing and implementing an enhanced service environment for the end user/customer/community member. I don’t think there is anything wrong with using them interchangeably for most audiences, but it may be [...]

Listening to a professional storyteller really had quite an impact on me. It made me realize, and I wrote about it here, that storytelling presents an entirely different way to make a presentation – or enhance a presentation. Since then I’ve made an effort to do some storytelling in my own presentations, either at the [...]