Creating Self-Directed Library Environments

PART I - BY KARYE (PART II BY CASEY - SEE END OF THIS POST)
Presented by Ned Himmel and Ruth Barefoot, San Jose Public Library.
All about the "San Jose Way" which was developed through working with consultants, including Paco Underhill (Envirosell ; author of "Why We Buy"). It's signage to help library customers "move through the building" in an intuitive, natural way, and re-invents the library space to make it easier for the customer to use.

Guidelines include:
-less is more
-in-depth signage in waiting areas only
-merchandise materials face out
-use pictures and graphics
-signage hierarchy, based on customer need
-language translation not critical (a suprising finding, as they assumed everything needed translation)
-a recognized "look and feel" so patrons can navigate any library facility (branch)

"A self sufficient wayfinding system is critical for 40% of new visitors".

The library environment was reinvented to utilize customer's retail instincts with:
-wayfinding
-branding
-signage
-zones
-merchandising standards
The objective being "navigable spaces".

Important features of signage:
-A sense of movement - odd shapes and sizes - keep it concise and easy to read while moving.

Signage minimizes the use of dewey numbers, include the 3 digit numbers only, no decimal and popular subjects. For example, 822 - 916, Shakespeare, Atlases, Travel.

Other wayfinding elements include the use of flooring to define spaces and pull the visitor in. And branding by use of a color palette for each zone in the building. So customers know when they are in the teen area, children's area. There are cues such as color scheme. Use of lighting, brighter in areas with traffic, to keep people moving, and softer where people might want to linger in a book stack to browse. A library directory that is visible just after visitors walk in, essentially a color coded map to easily see what is in the building; giving a quick overview. A monthly calendar flier, side one is the monthly view, with a separate box for weekly programs; side two gives more details about each program.

Some children's spaces included a small door to enter, just for kids. A small space with moveable toys on the wall, with a small keyhole entrance and exit. Children's computer keyboards were color coded in primary colors, and each workstation had a bench rather than a chair, so several children could sit around a PC, encouraging working together.

Another ease of use feature where large buttons on the website, very clear and easy to see. Each button was a link to a library service, for example "reserve a study room."

Staff had a "service hub" designed to enable teaching, rather than a traditional desk or reference counter. The goals being, customers see everyone as helpful, they want to feel valued and they want their questions answered with minimal referral.

There were lots and lots of gorgeous photos of San Jose branches showing examples of the reinvented library spaces. Ideas I took away from this: Reserve study rooms on the library website which makes it self-serve and easier for the patron; use of a library directory map (color coded) just inside the entrance; re-print the end caps at Archibald using 3 digit dewey, plus popular subject headings, as in the above example to create a better patron experience. I did see a lot of examples given in this program, of things that we are already doing.
--------------------------------------
PART II BY CASEY
Creating Self-Directed Library Environments *or* Experience = Environment + Service

The first workshop I attended this am was facilitated by Ned Himmel (retired Library Director, San Jose PL) and Ruth Barefoot (manager of the San Jose Way branch of SJPL). They discussed smart wayfinding techniques which have been used to reinvent the library environments in the SJPL system, funded through a 2006 LSTA project. Their contractor was Paco Underhill, author of the Call of the Mall and the project featured wayfinding, branding, signage, zones and merchandizing standards to create navigable spaces within the libraries.

Something that caught my eye during the ppt was their use of brightly-colored, oversized computer keyboards on the OPACs in the children's room. I thought this was an idea we might like to try sometime in the future. These keyboards made the children's area seem more playful. They also replaced all the chairs at the kids' computers with benches, which encourages several kids to sit together. This leads to increased camaraderie and helps encourage collaboration. The goal of all these efforts is to create lifelong library usage.