new look: ensuring that user needs are met in library space
TRANSCRIPT
IN ADVANCE PLEASE GO TO ON PHONE OR TABLET ETC
•https://padlet.com/davidcloveruk/ik96t0g0lgd5
NEW LOOKENSURING THAT USER NEEDS ARE MET IN LIBRARY
SPACE
NOT THIS ONE
ARE YOU BEING SERVED?
CONTEXT:THE UNIVERSITY OF EAST LONDON
DOCKLANDS LIBRARY
EXERCISE 1• WHAT METHODS OR APPROACHES COULD WE HAVE USED TO GATHER
FEEDBACK PRIOR TO STARTING REFURBISHMENT?• PLEASE ADD ANSWERS TO PADLET
https://padlet.com/davidcloveruk/ik96t0g0lgd5
• 10 MINUTES
CUSTOMER FEEDBACK• NSS, PGTES, PGRES AND ISB SURVEYS• AD HOC SURVEYS• PROGRAMME COMMITTEES• OUT AND ABOUT SESSIONS• CUSTOMER JOURNEY MAPPING• SURVEY KIOSKS• FLIP CHARTS• ETHNOGRAPHY
KIOSKS
OUT AND ABOUT
CHILDREN IN LIBRARIES SURVEY
CUSTOMER JOURNEY MAPPING
FLIPCHARTS
ETHNOGRAPHY
FROM DATA TO DECISIONS
EXERCISE 2• IN GROUPS • TAKE A FEEDBACK PACK AND FIRST INDIVIDUALLY THINK OF WAYS OF ADDRESSING THE
CONCERNS RAISED WRITING EACH IDEA ON A SEPARATE POST-IT NOTE (5 MINUTES)• IN GROUPS ARRANGE THESE IDEAS INTO THE PREPREPARED GRID • HOW? ORIGINAL IDEAS THAT SEEM DIFFICULT TO IMPLEMENT• NOW: NORMAL IDEAS THAT ARE EASY TO IMPLEMENT• WOW! ORIGINAL IDEAS THAT ARE EASY TO IMPLEMENT (10 MINUTES)
• FEEDBACK THE TWO “BEST” IDEAS
ACKNOWLEDGEMENTS
• IMAGES FROM: PIXABAY (CC0 PUBLIC DOMAIN), UEL AND PRESENTER’S OWN
