“The Custom-Made Library Experience”

Library & Arts Director Tony Tallent

October 2008
Monthly Message from Library & Arts Director Tony Tallent

Have you ever visited a store, an agency or office and regardless of your business there, you left feeling great? Perhaps you had the feeling that you received far more than you expected from the experience (and even anticipated your next visit). If this is the case, then you likely had a very “custom-made” experience: your basic needs were met, but there was some other component or element that made it memorable, personal or remarkable. Though surveys and scans generally say that public libraries across North America are mostly associated with traditional services such as book lending, frequent library users know that their experiences are so much more than simple transactions. Their library experiences are custom-made ones!

Recently, during a community focus group at George Reynolds Branch, a frequent library user made the statement that not only did he know library staff by name, they also knew him by name. This seemingly simple comment suggests much more to me. Public libraries create opportunities each day that customize to the needs of our community members. Some of these you may be aware of, others I hope you’ll explore.

Several times a day, I step out into the second floor reference area of Main Library. There I see library staff members sitting side-by-side with community members searching for answers to questions and knowing that many of these community members will receive follow-up calls or emails as staff find more relevant and helpful information.

The staff at Boulder Public Library (BPL) is continuing to create ways that make customizing experiences even easier. One project we’re exploring at Main Library involves prototyping more intimate, inviting and comfortable information and reference areas. Imagine an area that looks less like a reception station and more like a friend’s home office—a very helpful friend who leads you to answers, resources and will likely pique your curiosity to find out more.

Several days ago, I was talking with Diana Sherry, Coordinator of BoulderReads, BPL’s learn-to-read program that touches the lives of hundreds of children, teens and adults each year. I asked Diana what one of the main components that contributed to the success of this program was (knowing that many literacy programs—especially adult literacy programs—have a short life span). Diana’s answer was direct. She shared with me that BoulderReads pairs learners one-on-one with dedicated volunteers who are able to customize the learning process to the needs of the learner. Ah, there we have it again—customization leading to remarkable results! I am seeing this again and again as I find more out about Boulder Public Library.

What is the key element to creating a customized experience? People. People who listen. People who respond. People who follow-up. It’s often said that people are any organization’s greatest asset. I know this to be true. Library staff knows that the people in our community are their reason for being here. Library staff relies on community members to keep them aware, relevant and curious. Together we grow into a more remarkable place.

I’d love to hear about your customized library experience—either here in Boulder or other libraries you’ve visited. As always, feel free to email your thoughts, ideas and library joys to librarydirector@bouldercolorado.gov.