Peter Bromberg Executive Director, Salt Lake City Public Library - - PowerPoint PPT Presentation

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Peter Bromberg Executive Director, Salt Lake City Public Library - - PowerPoint PPT Presentation

Jan 23, 2024 11 likes •784 views

Marilee Moon Assistant Director of Customer Experience, Salt Lake City Public Library Peter Bromberg Executive Director, Salt Lake City Public Library Peter Bromberg and Marilee Moon Salt Lake City Public Library pbromberg@slcpl.org |

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Assistant Director of Customer Experience, Salt Lake City Public Library

Marilee Moon

Executive Director, Salt Lake City Public Library

Peter Bromberg

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Peter Bromberg and Marilee Moon Salt Lake City Public Library pbromberg@slcpl.org | mmoon@slcpl.org

Webjunction Webinar, March 26, 2019

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Let’s start with a question

What world are we living in?

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A world that is becoming

“Deeply Weird”

let’s explore that...

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Israel

(my grandad)

Anna

(my great aunt)

Moldova

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Permanent Whitewater v. Freeze, Unfreeze, Refreeze

http://www.flickr.com/photos/nukeit1/244167779/

Kurt Lewin

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Unfreezing feels like this

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And you knooooow something is happening here… but you don’t know what it is…

And it sounds… like this

Do yooouu… Mr. Jones?

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“I think that the future, even 10 or 20 years out, is going to get deeply weird. It’s going to challenge us, as a species, in ways that we’ve not had to confront in our long evolution. ”

  • Michael Edson, Sept 6, 2011

Co-founder at Museum for the United Nations – U.N. Live

Formerly: Director of Web and New Media Strategy Smithsonian Institution

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"I think that when I was first reading science fiction, which would have been in the late 1950's, the consensual 'now' was 3 or 4 years long, and with 3 or 4 years of

relatively unchanging 'now'

a writer of science fiction had the space in which to erect something.

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“With that long a 'now' you could build a relatively big structure before that now hauled itself into the future that made your big structure obsolete. But today, now can feel like a news cycle. It's like the now is too narrow to allow for that big a construct.

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We have too many cards in play to casually erect

believable futures”

  • William Gibson
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believable futures

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And yet even more…. believable futures

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And yet even more…. believable futures

Google Duplex, a new technology for conducting natural conversations to carry

  • ut “real world” tasks over the phone.

The system makes the conversational experience as natural as possible, allowing people to speak normally, like they would to another person, without having to adapt to a machine.

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“Nike self-lacing shoes put a ton of tech under your feet”

And yet even more…. believable futures The “say what now”?

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Deeply Weird…

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“That’s the kind of change we’re experiencing now: exponential, fast, continuous; global in scale, accelerating in speed, and enormous in scope.

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“Anyone [reading this] has already seen more change in their lifetime—of broader scope, larger scale, and faster speed — than

  • ur ancestors saw in

hundreds, thousands,

  • r even tens of

thousands of years.

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“And even though this kind of change is happening all around us, every day, we seem unprepared to recognize and harness it— to discuss, manage, and shape it.

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“And we’re just getting started— just beginning to chart the surface

  • f what will come.”
  • Michael Edson

April 6, 2017, “Forward to the Age of Scale” (Post on Medium)

https://medium.com/@mpedson/forward-to-the-age-of-scale-3638dfd17f4a

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Exponentially Accelerating Pace of Change

Deeply Weird =

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https://www.slideshare.net/InsightInnovation/02-1120-am-keeping-up-the-rapid

The surprising implications of the law of accelerating returns

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“The acceleration of acceleration: It’s a bit like climbing a mountain and receiving a jetpack.”

Singularityhub.com https://singularityhub.com/2016/03/22/technology-feels-like-its-accelerating-because-it-actually-is/

The surprising implications of the law of accelerating returns

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Singularityhub.com https://singularityhub.com/2016/03/22/technology-feels-like-its-accelerating-because-it-actually-is/

Ray Kurzweil wrote in 2001 that every decade our overall rate of progress was doubling “We won’t experience 100 years

  • f progress in the 21st century --

it will be more like 20,000 years of progress (at today’s rate).”

The surprising implications of the law of accelerating returns

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what got us here won’t get us there

…

so how do we

deliver on our mission

in a

DEEPLY WEIRD WORLD?

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What doesn’t change?

Values and Mission

What changes?

Tools, Methods, and Techniques

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Start with…

Values Outcomes Experiences

Surviving and Thriving

[Futureproofing]

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Start With Values

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Start With Values

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Start With Values

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Focus on Outcomes

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Create Experiences

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Create Experiences

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Create Experiences

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Create Experiences

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Create Experiences

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Outcomes

are the

  • bservable difference

we make in peoples’ lives

Experiences

are the quality and emotional resonance

  • f those outcomes.
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Outcome

Flickr User mliu92 https://www.flickr.com/photos/mliu92/5417248829 (CC BY-SA 2.0)

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Les Madeleines

Experience

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Outcome

Friday Pattern Company

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Experience

Friday Pattern Company

“It was such a nice surprise, I wasn’t expecting that… “So many people posted it to instagram with a “

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Outcome

Elizabeth Suzann

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Experience

Elizabeth Suzann

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Outcome

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Experience

  • r
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Experience

  • r
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Every Choice… Every Decision… Every Discussion…

Keep People at the Center

Surviving and Thriving

Futureproofing

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Keeping People at the Center Shifts Your Approach

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LET GO OF

long range planning

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CULTIVATE

a learning mindset

(be radically curious)

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2018

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available at www.dropbox.com/sh/qjd414qqvsexg2b/AACGRROBdLH7cy9ZQMN2modka?dl=0

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Thanks to New York Library Association (NYLA) and Rebekkah Smith Aldrich for the Inspiration!

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Roadmap Rollout Team

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EMBRACE

capacity-building

(capacity to learn and adapt)

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Service Design

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Service Design

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The illiterate of the 21st century will not be those who cannot read and write, but those who cannot learn, unlearn, and relearn.

  • Alvin Toffler, Future Shock
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PAY ATTENTION

We have to in a fundamentally

DIFFERENT WAY

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Directed Storytelling: “My World” Map

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  • Ask about people in their life
  • Ask about activities
  • How do you spend your time?
  • Organizations? Services?
  • Places in your Life. Where do you go?
  • Ask about their goals. “I want to...”
  • What barriers do they face?
  • What can the Library help with?
  • What can the Library help you become?

Directed Storytelling: “My World” Map

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Directed Storytelling: You and the Library

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The Library is… At the Library We… The last time at To meet my needs, the Library … the library could…

Directed Storytelling: You and the Library

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Customer Journey Maps

A moment-by-moment description of a specific library experience: Focus on doing, thinking, and feeling

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Customer Intercepts

(CC BY 2.0) Flickr User VIA Agency https://www.flickr.com/photos/54841332@N05/14127338451/

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Customer Intercepts Experience Principles (as defined by customers)

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Customer Intercepts Experience Principles (as defined by customers)

Customer Experience principles are not a set of rules They are a flexible framework for staff.

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What are the aspirations and needs of our patrons and community? WE MUST CONTINUALLY ASK…

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Top priorities? Where we’re rockin’ it Barriers we’re facing… We’d throw a party if… The Library could support us by…

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  • “Location Plans”
  • New Programs
  • New policies (fax, food, print)
  • Holds to Go Pilot
  • OnBoarding
  • “CAT3” Team
  • Plastic Bag Assessment
  • Lots more…

Examples of Impact

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OUTCOMES and EXPERIENCES

WE MUST CONTINUALLY ASK…

what are we wanting to create

and

FOR WHOM?

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  • It’s messy (but structured)
  • It’s nonlinear
  • It’s iterative
  • It feels like we don’t know

what we’re doing until we’re doing it.

IT’S A JOURNEY! Parting Thoughts

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We step into the unknown together

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Thank you!

Peter Bromberg, Executive Director Marilee Moon, Assistant Director of Customer Experience Salt Lake City Public Library pbromberg@slcpl.org | mmoon@slcpl.org