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Creating Environments for Customers: Twenty-First Century Library Design By Kim Bolan and Janet Nelson Over the last several years
there has been a noticeable transformation in library design. Libraries of
all sizes and types are realizing the positive impact of creating welcoming,
comfortable, customer-centered library environments for all ages.
Twenty-first century libraries are about creating environments that
enhance rather than hinder service to customers. Gone are
the days of planning and designing libraries in a vacuum. Library facilities
must no longer be created based solely on the likes and wants of architects,
administrators and library staff. Instead, successful twenty-first century
libraries should the result of collaboration and active customer/stakeholder
involvement and input in design, with emphasis on meeting customer demands
for unique and usable environments. Libraries are learning that success means
increasing relevance in their communities, whether a public, academic or K-12
environment. Increasing relevance means designing libraries that increase
revenue, meet and exceed customer expectations, and address competition for
services. Whether
building a new library, renovating an existing facility or re-thinking
current service and space, the following elements will consistently lead to
thriving, user-centered libraries: Customer Input Begin
your project by talking with customers, staff members and other stakeholders.
It’s critical not to waste valuable time and energy devising a plan based
only on your personal assumptions. Instead, let customers guide you. Openly
share ideas and ask them for theirs. This is a huge public relations
opportunity. Actively educate your customers about library space and
services. In the most successful of instances, building projects are a result
of open-minded library professionals and significant community input from
users of all ages, so use focus groups, surveys and interview techniques. Any
architect, designer, or consultant worth working with will be more than
receptive to participating in a community needs analysis, focus groups and
interviews. Comfortable Spaces Whether
considering layout, furniture, shelving, flooring, wall color or overall
décor, comfort and attractiveness is essential. All of these items set the
tone of a library. Twenty-first century libraries are about choosing items
that appeal to their customers, drawing them into the library and making them
want to stay. The days of white walls and uncomfortable, stately furniture
are past. Meeting Rooms Large and
small group meeting rooms, quiet study areas and even outdoor facilities are in
demand. Twenty-first century libraries realize this need and incorporate a
variety of multi-purpose meeting spaces into their design plans. The most
successful have actively promoted this service, harnessing the community
collaboration aspect and incorporating service options such as online meeting
room reservation. Supported Service Developing
improved customer service interactions is essential in any library facilities
plan. Whether through technology and self-serve options (e.g., self-check,
self-serve holds or online program registration) or through streamlined
approaches to customer assistance (e.g., moving from massive reference desks
to smaller, more portable service points), creating environments that give
patrons service options with personal assistance close by is essential.
Twenty-first century libraries remove the barriers between staff and
customer. They also understand that self service and new service means more
personal interaction, not less. Food Service Whether
incorporating a coffee shop, vending machines or a full-blown cafe’,
incorporating food service into libraries is in high demand. Not only does it
provide an excellent opportunity for collaboration with businesses in the
community, It is a way to provide additional service, enjoyment and revenue
to any library. Children’s and Teen Spaces The
twenty-first century library understands that children’s space is more than
having a cute theme for the very young. It means spaces designed for ages 0
through 12 as well as facilities for parents. Equally important is attracting
the 13 to 18 year-old customer. Understanding young users and their
developmental needs and designing multi-functional, colorful, comfortable,
portable spaces for them is essential. Look to designers and vendors who are
continually expanding their ideas and product lines in these areas. Retail-Oriented Merchandising A main
goal of any library is getting its materials in the hands of its customers.
Effectively displaying and merchandising collections and services is an elemental
tool. What are others such as book stores, other retail stores, museums, etc.
doing? You’d be amazed at what you can learn by looking around you. Technology Explore
how technology can enhance your services and community profile. From computer
services, audiovisual equipment such as listening and viewing stations,
self-check and automation handling to photocopying, phone systems and
software tools for streamlining processes and increasing customer service.
The list is endless. Incorporating technology does not have to mean being
eccentric, but it does mean keeping an open mind and understanding how best
to meet your customers’ needs. Signage Great
library service begins and ends with helping customers help themselves. Good
signage serves form and functions, so select signs that are visually
appealing, scaled correctly, user-friendly and avoid jargon. Pay attention to
all signs whether they are directional, collection related or informational.
Consider digital signage in high traffic areas and where dynamic information
needs to be communicated. Green Spaces Whether
using renewable energy resources (e.g., solar, wind, geothermal), conserving
non-renewable energy, reducing human exposure to hazardous materials and/or
supporting pedestrian-friendly design elements, look into getting your new
construction or existing building LEED (Leadership in Energy and
Environmental Design) certified. For a few
great examples of twenty-first century library design, visit the Cleveland
Heights University Heights Library (OH), Cape Central High School (MO),
Farmington Public Library (NM), Kent District Library (MI), Queens
Library-Far Rockaway Teen Center (NY), Ohio University-Alden Library (OH),
Orange County Library (FL), Contra Costa County Library (CA) Ramsey County
Library (MN), Roberto Clemente Middle School, Bronx (NY), and St. Louis
Public Library, Central Express (MO). User-centered library facilities are no
longer rarities, they are realities. |
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Kimberly Bolan is the lead consultant of Kimberly Bolan &
Associates, a library consulting firm based in Indianapolis, IN. She has over
15 years’ experience in
library facilities design. She is the author of Teen Spaces, 2nd edition
(ALA, 2009) and Technology Made Simple (ALA, 2007), and travels across the
United States speaking and consulting on a variety of topics, ranging from
facilities planning and design to customer service and marketing to youth
services. Look for the second edition of Teen Spaces coming out in fall 2008. Janet Nelson is the
Director of Business Development for DEMCO Library Interiors, a division of
DEMCO, Inc. She has an extensive background in product management and
development, as well as experience working with library clients on interior
projects. She manages and develops relationships with key industry contacts
to understand changing library trends and interpret that direction into
appropriate products and services. |
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