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	<title>Comments for Designing Better Libraries</title>
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	<link>http://dbl.lishost.org/blog</link>
	<description>Just another WordPress weblog</description>
	<pubDate>Sat, 17 May 2008 10:21:17 +0000</pubDate>
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		<title>Comment on The Applied Empathy Framework by Empathy in Libraries &#171; Shaping Libraries</title>
		<link>http://dbl.lishost.org/blog/2008/04/22/the-applied-empathy-framework/#comment-7261</link>
		<dc:creator>Empathy in Libraries &#171; Shaping Libraries</dc:creator>
		<pubDate>Sat, 26 Apr 2008 23:51:30 +0000</pubDate>
		<guid isPermaLink="false">http://dbl.lishost.org/blog/?p=94#comment-7261</guid>
		<description>[...] Read the whole post here. [...]</description>
		<content:encoded><![CDATA[<p>[&#8230;] Read the whole post here. [&#8230;]</p>
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		<title>Comment on Catching Up On Ideas For Better Innovation by walt crawford</title>
		<link>http://dbl.lishost.org/blog/2008/04/11/catching-up-on-ideas-for-better-innovation/#comment-6961</link>
		<dc:creator>walt crawford</dc:creator>
		<pubDate>Fri, 11 Apr 2008 16:01:29 +0000</pubDate>
		<guid isPermaLink="false">http://dbl.lishost.org/blog/2008/04/11/catching-up-on-ideas-for-better-innovation/#comment-6961</guid>
		<description>Steven,

Thanks for the note. I'd like to believe I'm getting really good at minimalist editing: I did almost nothing to the DBL pieces in order to combine them into a single essay.

On one hand, no, people won't need to register to read that article. Only protected articles require registration--as does any actual new content. Most new articles aren't protected, as a matter of policy, unless protection is requested by the author or the content is licensed third-party content.

On the other: I hope people take your advice and register--and come back and contribute!</description>
		<content:encoded><![CDATA[<p>Steven,</p>
<p>Thanks for the note. I&#8217;d like to believe I&#8217;m getting really good at minimalist editing: I did almost nothing to the DBL pieces in order to combine them into a single essay.</p>
<p>On one hand, no, people won&#8217;t need to register to read that article. Only protected articles require registration&#8211;as does any actual new content. Most new articles aren&#8217;t protected, as a matter of policy, unless protection is requested by the author or the content is licensed third-party content.</p>
<p>On the other: I hope people take your advice and register&#8211;and come back and contribute!</p>
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		<title>Comment on Encounters And Experiences by Nate</title>
		<link>http://dbl.lishost.org/blog/2008/04/04/encounters-and-experiences/#comment-6881</link>
		<dc:creator>Nate</dc:creator>
		<pubDate>Mon, 07 Apr 2008 19:45:31 +0000</pubDate>
		<guid isPermaLink="false">http://dbl.lishost.org/blog/2008/04/04/encounters-and-experiences/#comment-6881</guid>
		<description>In practice, doesn't a series of encounters create an experience?  After multiple encounters, I tend to start to form opinions about a service.  Those opinions are fortified and validated the more encounters I have.  For this reason, creating a good experience design has to mimic the formation of a good experience.  This is why the service design process is iterative, why a good research methodology is comprised of analyzing encounters and then reflecting on them as a whole, time and time again.  An experience designer will never be out of work: this iterative process means that the job is never done!</description>
		<content:encoded><![CDATA[<p>In practice, doesn&#8217;t a series of encounters create an experience?  After multiple encounters, I tend to start to form opinions about a service.  Those opinions are fortified and validated the more encounters I have.  For this reason, creating a good experience design has to mimic the formation of a good experience.  This is why the service design process is iterative, why a good research methodology is comprised of analyzing encounters and then reflecting on them as a whole, time and time again.  An experience designer will never be out of work: this iterative process means that the job is never done!</p>
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		<title>Comment on Encounters And Experiences by Jeff</title>
		<link>http://dbl.lishost.org/blog/2008/04/04/encounters-and-experiences/#comment-6876</link>
		<dc:creator>Jeff</dc:creator>
		<pubDate>Mon, 07 Apr 2008 08:22:25 +0000</pubDate>
		<guid isPermaLink="false">http://dbl.lishost.org/blog/2008/04/04/encounters-and-experiences/#comment-6876</guid>
		<description>Hi Steven, I agree that experiences can come from people with many different titles; I was mainly pointing out that most UX designers are falling short of designing experiences, so we should recognize the difference. Transactions, encounters, occasions, occurances. I started this train of thought in &lt;a href="http://designforservice.wordpress.com/2008/03/07/creating-killer-services/" rel="nofollow"&gt;Creating Killer Services&lt;/a&gt;.</description>
		<content:encoded><![CDATA[<p>Hi Steven, I agree that experiences can come from people with many different titles; I was mainly pointing out that most UX designers are falling short of designing experiences, so we should recognize the difference. Transactions, encounters, occasions, occurances. I started this train of thought in <a href="http://designforservice.wordpress.com/2008/03/07/creating-killer-services/" rel="nofollow">Creating Killer Services</a>.</p>
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		<title>Comment on User Experience Librarian - The Next Bandwagon? by Nancy</title>
		<link>http://dbl.lishost.org/blog/2008/02/13/user-experience-librarian-the-next-bandwagon/#comment-6704</link>
		<dc:creator>Nancy</dc:creator>
		<pubDate>Tue, 01 Apr 2008 02:37:18 +0000</pubDate>
		<guid isPermaLink="false">http://dbl.lishost.org/blog/2008/02/13/user-experience-librarian-the-next-bandwagon/#comment-6704</guid>
		<description>I suppose my library might be jumping on the bandwagon, but my Director and I have had a lot of discussions about re-titling my current position (which is simply Librarian at this time) to better reflect what it is I do in my library.  What I do is develop services that will encourage our students to actually use the library and its resources.  I've implemented everything from chat reference and embedded librarian programs to drop-in workshops and book club discussions.  It isn't so much about the tools as it is about the experience.  

When my Director and I first discussed my title, we thought about Outreach Librarian, but I'm also responsible for technology.  Then we thought of Digital Services Librarian, but I don't rely on technology for everything.  When we heard of other libraries having UX Librarians, it seemed like a perfect fit.  So while I agree that the UX Librarian title might be the current fad and incorrectly used at many libraries, in my case it does a great job of actually telling someone what it is that I do everyday.

Of course, coming up with a new title is one thing.  Getting our administration to officially change it is another.  :-)</description>
		<content:encoded><![CDATA[<p>I suppose my library might be jumping on the bandwagon, but my Director and I have had a lot of discussions about re-titling my current position (which is simply Librarian at this time) to better reflect what it is I do in my library.  What I do is develop services that will encourage our students to actually use the library and its resources.  I&#8217;ve implemented everything from chat reference and embedded librarian programs to drop-in workshops and book club discussions.  It isn&#8217;t so much about the tools as it is about the experience.  </p>
<p>When my Director and I first discussed my title, we thought about Outreach Librarian, but I&#8217;m also responsible for technology.  Then we thought of Digital Services Librarian, but I don&#8217;t rely on technology for everything.  When we heard of other libraries having UX Librarians, it seemed like a perfect fit.  So while I agree that the UX Librarian title might be the current fad and incorrectly used at many libraries, in my case it does a great job of actually telling someone what it is that I do everyday.</p>
<p>Of course, coming up with a new title is one thing.  Getting our administration to officially change it is another.  <img src='http://dbl.lishost.org/blog/wp-includes/images/smilies/icon_smile.gif' alt=':-)' class='wp-smiley' /></p>
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		<title>Comment on Playful Design by Laurie</title>
		<link>http://dbl.lishost.org/blog/2007/08/26/playful-design/#comment-6697</link>
		<dc:creator>Laurie</dc:creator>
		<pubDate>Mon, 31 Mar 2008 16:41:12 +0000</pubDate>
		<guid isPermaLink="false">http://dbl.lishost.org/blog/2007/08/26/playful-design/#comment-6697</guid>
		<description>I recently heard a talk by G. Sayeed Choudhury, Associate Dean for Library Digital Programs and Hodson Director of the Digital Research and Curation Center at the Sheridan Libraries of Johns Hopkins University, titled "What Video Games Might Teach Us About Library OPACs" at the annual meeting of the Consortium of Academic and Research Libraries in Illinois. It was fascinating, not only because of the cool screenshots of old video games, but because the topic as he related it to libraries was fresh, innovative and thought-provoking. He went through the history of video games outlining a progression of technological innovations: graphics, use of color, the scrolling screen, photorealism, complex story lines, multitasking elements. A few things I wrote down from his talk:

“Hard fun” is defined as that point between being too easy and too hard. With ‘good’ video games you have this element and you are also challenged over time and are pushed to another level; you adjust your behavior over time, and you have some degree of control over your environment (you have the ability to save your state). 

Children who play video games can process tremendous amounts of visual information. They have a different expectation for how they interact with information.

For today’s ILS, the most problematic feature is that we don’t have a compelling narrative (unless it’s a personal narrative of having to get the research done!).
 
These points and Gee's principles are food for thought for academic academic librarians trying to address library instruction. You can look at these points on a macro level as well, I think. For instance, building progressive modules for library/research instruction into the curriculum of, say, a psychology course of study speaks to Gee's fourth point in your post. (Skills taught in a 200 level course form the foundation of the skills to be learned in a 300 level course.) This macro view isn't always apparent to the student, however, and I think we lose students along the way; they aren't aware of the meta-narrative (the payoff at the end) that drives the 'game' of research, or don't take it to heart or something. Or we librarians don't always do a good job of keeping the narrative alive or in focus. 

Thanks for the post and for making me think some more about this topic.</description>
		<content:encoded><![CDATA[<p>I recently heard a talk by G. Sayeed Choudhury, Associate Dean for Library Digital Programs and Hodson Director of the Digital Research and Curation Center at the Sheridan Libraries of Johns Hopkins University, titled &#8220;What Video Games Might Teach Us About Library OPACs&#8221; at the annual meeting of the Consortium of Academic and Research Libraries in Illinois. It was fascinating, not only because of the cool screenshots of old video games, but because the topic as he related it to libraries was fresh, innovative and thought-provoking. He went through the history of video games outlining a progression of technological innovations: graphics, use of color, the scrolling screen, photorealism, complex story lines, multitasking elements. A few things I wrote down from his talk:</p>
<p>“Hard fun” is defined as that point between being too easy and too hard. With ‘good’ video games you have this element and you are also challenged over time and are pushed to another level; you adjust your behavior over time, and you have some degree of control over your environment (you have the ability to save your state). </p>
<p>Children who play video games can process tremendous amounts of visual information. They have a different expectation for how they interact with information.</p>
<p>For today’s ILS, the most problematic feature is that we don’t have a compelling narrative (unless it’s a personal narrative of having to get the research done!).</p>
<p>These points and Gee&#8217;s principles are food for thought for academic academic librarians trying to address library instruction. You can look at these points on a macro level as well, I think. For instance, building progressive modules for library/research instruction into the curriculum of, say, a psychology course of study speaks to Gee&#8217;s fourth point in your post. (Skills taught in a 200 level course form the foundation of the skills to be learned in a 300 level course.) This macro view isn&#8217;t always apparent to the student, however, and I think we lose students along the way; they aren&#8217;t aware of the meta-narrative (the payoff at the end) that drives the &#8216;game&#8217; of research, or don&#8217;t take it to heart or something. Or we librarians don&#8217;t always do a good job of keeping the narrative alive or in focus. </p>
<p>Thanks for the post and for making me think some more about this topic.</p>
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		<title>Comment on Libraries Need To Deliver The Wow Factor by Designing Better Libraries &#187; Soft Launch VS. Big Blowout - Which Makes For Better Design</title>
		<link>http://dbl.lishost.org/blog/2007/11/21/libraries-need-to-deliver-the-wow-factor/#comment-6407</link>
		<dc:creator>Designing Better Libraries &#187; Soft Launch VS. Big Blowout - Which Makes For Better Design</dc:creator>
		<pubDate>Mon, 17 Mar 2008 12:38:44 +0000</pubDate>
		<guid isPermaLink="false">http://dbl.lishost.org/blog/2007/11/21/libraries-need-to-deliver-the-wow-factor/#comment-6407</guid>
		<description>[...] library services and practices. There&#8217;s no question the big blowout can deliver better on the WoW Factor though, and that&#8217;s something to consider. Timing can be a factor as well. I think it always [...]</description>
		<content:encoded><![CDATA[<p>[&#8230;] library services and practices. There&#8217;s no question the big blowout can deliver better on the WoW Factor though, and that&#8217;s something to consider. Timing can be a factor as well. I think it always [&#8230;]</p>
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		<title>Comment on Overcoming The Rules Culture In Our Libraries by Sherry Bailey</title>
		<link>http://dbl.lishost.org/blog/2008/03/07/overcoming-the-rules-culture-in-our-libraries/#comment-6244</link>
		<dc:creator>Sherry Bailey</dc:creator>
		<pubDate>Mon, 10 Mar 2008 18:57:29 +0000</pubDate>
		<guid isPermaLink="false">http://dbl.lishost.org/blog/2008/03/07/overcoming-the-rules-culture-in-our-libraries/#comment-6244</guid>
		<description>Philosophically, I agree that the fewer rules the better. However, I will make a case that some rules are necessary for equitable service, and that they play a big role in being "fair". And in THOSE situations, I really don't want other staff deciding to bend rules! 

For example, we limit the number of internet sessions for one person during our busiest time, right after school and early evening. When some staff choose to ignore this rule -- even when a computer seems to be available -- two minutes later someone who hasn't been on at all that day can't use a computer for at least an hour, maybe for job hunting or email. 

Scarce resources need to be distributed as fairly as possible. We have a number of patrons who really know how to work the system to their advantage, and that's WITHIN the rules! It would be different in a perfect world where we had all the computers, study rooms, electrical outlets for laptops, quiet tutor zones, and other resources that anybody wanted, but we simply don't.

Rules that *I* would like to eliminate are the ones that make people angry, but that we have a historical bias toward as a public library: no cell phones, no beverages, no snacks, etc. (I will continue to support "no smoking", though!!) In our library, the Director's stance about food and drink, inclluding a cafe, is that it won't be considered until we have a full-time custodian, which is reasonable. 

Other rules, such as the unattended children policy, are to protect the Library from liability in case of problems. We live in a litigious society.
It's a hard call...</description>
		<content:encoded><![CDATA[<p>Philosophically, I agree that the fewer rules the better. However, I will make a case that some rules are necessary for equitable service, and that they play a big role in being &#8220;fair&#8221;. And in THOSE situations, I really don&#8217;t want other staff deciding to bend rules! </p>
<p>For example, we limit the number of internet sessions for one person during our busiest time, right after school and early evening. When some staff choose to ignore this rule &#8212; even when a computer seems to be available &#8212; two minutes later someone who hasn&#8217;t been on at all that day can&#8217;t use a computer for at least an hour, maybe for job hunting or email. </p>
<p>Scarce resources need to be distributed as fairly as possible. We have a number of patrons who really know how to work the system to their advantage, and that&#8217;s WITHIN the rules! It would be different in a perfect world where we had all the computers, study rooms, electrical outlets for laptops, quiet tutor zones, and other resources that anybody wanted, but we simply don&#8217;t.</p>
<p>Rules that *I* would like to eliminate are the ones that make people angry, but that we have a historical bias toward as a public library: no cell phones, no beverages, no snacks, etc. (I will continue to support &#8220;no smoking&#8221;, though!!) In our library, the Director&#8217;s stance about food and drink, inclluding a cafe, is that it won&#8217;t be considered until we have a full-time custodian, which is reasonable. </p>
<p>Other rules, such as the unattended children policy, are to protect the Library from liability in case of problems. We live in a litigious society.<br />
It&#8217;s a hard call&#8230;</p>
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		<title>Comment on Overcoming The Rules Culture In Our Libraries by Julie</title>
		<link>http://dbl.lishost.org/blog/2008/03/07/overcoming-the-rules-culture-in-our-libraries/#comment-6199</link>
		<dc:creator>Julie</dc:creator>
		<pubDate>Fri, 07 Mar 2008 18:05:38 +0000</pubDate>
		<guid isPermaLink="false">http://dbl.lishost.org/blog/2008/03/07/overcoming-the-rules-culture-in-our-libraries/#comment-6199</guid>
		<description>Well said.  I think libraries should empower front lines staff to do whatever needs to be done to retain the library user.  Why don't more library directors get this?  I've seen reference staff go above and beyond the call of duty to track down the tiniest bit of information, yet there are so many other occasions where library staff are discouraged from "bending the rules" in order to make someone happy.  Did you know that front lines Disney employees have a half a million dollars (combined) at their disposal every day that they are free to use to solve customer dilemmas. (lost park tickets or merchandise, accidents, a scraped knee...)  Imagine if you empowered your circ staff to forgive $20 in fines over the course of the day.  Would people want to use your library??  You bet!!</description>
		<content:encoded><![CDATA[<p>Well said.  I think libraries should empower front lines staff to do whatever needs to be done to retain the library user.  Why don&#8217;t more library directors get this?  I&#8217;ve seen reference staff go above and beyond the call of duty to track down the tiniest bit of information, yet there are so many other occasions where library staff are discouraged from &#8220;bending the rules&#8221; in order to make someone happy.  Did you know that front lines Disney employees have a half a million dollars (combined) at their disposal every day that they are free to use to solve customer dilemmas. (lost park tickets or merchandise, accidents, a scraped knee&#8230;)  Imagine if you empowered your circ staff to forgive $20 in fines over the course of the day.  Would people want to use your library??  You bet!!</p>
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		<title>Comment on Overcoming The Rules Culture In Our Libraries by Janet</title>
		<link>http://dbl.lishost.org/blog/2008/03/07/overcoming-the-rules-culture-in-our-libraries/#comment-6198</link>
		<dc:creator>Janet</dc:creator>
		<pubDate>Fri, 07 Mar 2008 17:39:42 +0000</pubDate>
		<guid isPermaLink="false">http://dbl.lishost.org/blog/2008/03/07/overcoming-the-rules-culture-in-our-libraries/#comment-6198</guid>
		<description>I'm all about giving frontline staff the autonomy to bend, break, or shatter rules for the greater good, and, blessedly, our director is a true believer. Unfortunately, one of the most outlandish rules we are compelled by law to uphold has to do with library account privacy. A parent can't use a child's library card, even while picking up a child's reserve, and even though the parent signed as the responsible party on the application for said card. A husband can't come in to pick up a wife's reserved materials, even if he has her card in hand. Yes, I know the classic argument about wives not wanting their husbands to know they are reading up on divorce case law, but our customers are understandably upset by what appears to be a lack of common sense on the library's part. And telling them that it's state law doesn't appease them.

We did come up with a solution, which is to issue a family card where the account number is shared by all family members. But first you have to cool them down enough for them to hear the offer.

I love how we (the collective "Big We") are constantly shooting ourselves in the foot (feet?)</description>
		<content:encoded><![CDATA[<p>I&#8217;m all about giving frontline staff the autonomy to bend, break, or shatter rules for the greater good, and, blessedly, our director is a true believer. Unfortunately, one of the most outlandish rules we are compelled by law to uphold has to do with library account privacy. A parent can&#8217;t use a child&#8217;s library card, even while picking up a child&#8217;s reserve, and even though the parent signed as the responsible party on the application for said card. A husband can&#8217;t come in to pick up a wife&#8217;s reserved materials, even if he has her card in hand. Yes, I know the classic argument about wives not wanting their husbands to know they are reading up on divorce case law, but our customers are understandably upset by what appears to be a lack of common sense on the library&#8217;s part. And telling them that it&#8217;s state law doesn&#8217;t appease them.</p>
<p>We did come up with a solution, which is to issue a family card where the account number is shared by all family members. But first you have to cool them down enough for them to hear the offer.</p>
<p>I love how we (the collective &#8220;Big We&#8221;) are constantly shooting ourselves in the foot (feet?)</p>
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