Visioning ideas, group 1 (see also group 2, Jan. 23)
Jan. 16, 2009

A group of MIT Libraries staff met on Jan. 16 to contribute more thoughts to the process.

Who came:
Nicole Hennig, facilitator
Sands Fish
Rachel Grubb
Lisa Sweeney
Kris Brewer
Stephen Skuce
Allison Benedetti
Ann Marie Willer

Here's what we did during the meeting:
1. readings, read these silently while people were arriving, discussed briefly:
- People don't go to libraries for information.... they go there because.... (from Designing Better Libraries blog)
Excerpts:

The first thing that comes to my mind is that libraries think they are in the information business but they are really in the education or learning business.

libraries are in the knowledge business, and that since knowledge is created through conversations libraries are also or ultimately in the business of facilitating community conversations.

he sees libraries as being in the productivity business, helping students and faculty to efficiently get the resources and help they need to acheive their objectives.

- Innovation: How the Creative Stay Creative

  • Get Multicultural
  • Provide Lots of Free Time to Think
  • Encourage Risky Behavior
  • Write it Down
  • Hire Smart
  • Bring in Outsiders
  • Be Flexible. Very Flexible
  • Do it for Free
  • Mix Up Your People

2. watched this 5-minute video to clarify what a vision statement is and how it's different from a mission statement:
http://mystrategicplan.com/resources/whiteboard-video-how-to-write-a-vision-statement/

3. Nicole read an excerpt from Subject to Change: Creating Great Products and Services for an Uncertain World
(the section about Google Calendar and how it was created to meet real user needs)

4.  core values:
Example of core values from Zappos.com

  1. Deliver WOW Through Service
  2. Embrace and Drive Change
  3. Create Fun and A Little Weirdness
  4. Be Adventurous, Creative, and Open-Minded
  5. Pursue Growth and Learning
  6. Build Open and Honest Relationships With Communication
  7. Build a Positive Team and Family Spirit
  8. Do More With Less
  9. Be Passionate and Determined
  10. Be Humble

Some ideas for core values that would make sense for MIT Libraries:
1. Deliver WOW through service.
2. Embrace and drive change.
3. Create fun and a little weirdness.
4. Be creative, open-minded, and innovative.
5. Pursue growth and learning.
6. Understand user needs and go beyond what they are asking for.
7. Work smarter and collaborate more.
8. Integrate and embed our services into the lives and practices of our community.
9. Advocate for open access to information.
10. Strive for simplicity rather than complexity.

5.  Exercise:
Reversals: The Worst Library Ever
We brainstormed qualities of the worst possible library. Then we reversed these qualities to help us think about what an excellent library could be.
Worst:

  • no one knows it exists
  • can't find a live person
  • no resources
  • disorganized
  • closed all the time
  • no money
  • leaking
  • poor quality / outdated materials
  • uncomfortable space (not conducive to study)
  • hoop jumping to get what you want/ need
  • no technology resources (computers, photocopiers)
  • not inspiring
  • inconsistent policies
  • red tape
  • long waiting times
  • restrictions/ censorship
  • no privacy
  • crabby, rude staff
  • poor layout
  • no clear way to figure out what is available
  • no circulation of materials

Reversal ideas:

  • everyone at MIT knows about the libraries and what we do
  • we have the personal touch by assigning a "personal librarian" to each student when they come to MIT, that person stays with them throughout their career and serves an almost "therapist/advisor" role, putting them in touch with people/resources/experts and being available to them, developing a personal relationship over time. doesn't matter which discipline area because this person can put them in touch with the experts they need via collaboration with peers in other subject areas.
  • 25/7 global virtual access (by collaborating with partners in other countries/time zones where MIT programs and people are)
  • materials available on demand via ebook/multimedia reader such as future Amazon Kindle/ipod like device issued to each member of the MIT community, library acts like the "amazon kindle store" and supplies books/journals/multimedia to users for instant download/on demand to these devices. could provide items that expire at end of each semester (like iTunes movie rentals, but longer duration), option for student to purchase the item if they want to keep it on their device, library also stores backup copies on servers (or in cloud from a vendor), just like Amazon does for Kindle books.
  •  virtual library available on e-reader promotes quality items based on reader interests/preferences, recommended by librarian experts and other MIT experts or by peers
  • circulation is an outdated concept, due to "on demand" availability of items from worldwide collections 
  • inspiring virtual AND physical space
  • on-demand, immediate access
  • no due dates: use re-call
  • effective marketing
  • the "right" (that is, selective) resources/materials for the community
  • automated capture of MIT research and information, e.g. presentations
  • "top 10s" available by subject, etc.; may be user- or system-generated
  • "crowd sourcing," collaborative inventing with our users
  • excellent search and discovery tools

6. Exercise:
What if libraries were like.....

Each person chose one of the following:
- Netflix
- Ebay or Elance
- Zipcar
- Amazon
- Facebook

We then imagined library services that borrow from the qualities we like from those services.

A. Netflix: what if libraries were like Netflix?

1.  Netflix has a very large inventory of not only mainstream titles, but lots of independent films.
Libraries could have available a huge inventory of worldwide items, including obscure "long tail" items that are available "on demand."

2. Netflix has a very good recommendation system, suggesting other titles you might want to rent.
Libraries could have recommendation systems (people who borrowed this also borrowed, + expert recommendations, etc.)
Users could have default preferences based on their department or course of study, but the ability to tweak these or indicate other interests and we would automatically show more recommendations based on those preferences.

3. Netflix allows you to set up a queue of items you want to watch someday. They send the next item automatically when you return an item. You can also see the queue of movies your friends want to watch. (via agreement with friends in your networ)

Libraries could have a queue where users create a list of what they want to read/borrow someday and we send them automatically when an item is returned. We could also have opt-in feature in a social network for seeing what you friends are reading or want to read.

4. Netflix has a very low, affordable cost and different price points for different plans. They delight users by not charging for lost or broken DVDs. ("it happens")
Libraries could delight users by not charging for lost items (cost rolled into our budget, "it happens").

5. Netflix has no due dates, making it super convenient.
Libraries could have no due dates. People could keep things until someone else asks for them or recalls them.

6.  When someone adds a title to their queue that Netflix doesn't have, they get it.
Libraries could get requested titles that we don't have access to already when someone adds it to their library queue.

Other thoughts:
The role of librarians would move from building collections, to filtering and making recommendations. The collections would exist out in the world, and be brought to the users "on demand", so librarians would play a key role in recommending titles that users may not know about. Other users/peers/anyone could also play this role together with librarians.

B. What if libraries were like Elance? (the ebay of freelance jobs)
For those of you who aren't familiar, Elance is like an "Ebay for services." A potential employer posts a project, and providers (such as freelance writers) bid on finishing the project, highlighting their qualifications.

1. Elance is topic centric. People can find jobs or find people to do jobs based on topics such as writing, programming, law, etc.
At MIT, people from different fields could post a research topic and librarians (or others at MIT) could bid on the jobs, offering to help with research in certain areas. This could bring together people across different fields of study who don't know each other, but have some expertise to contribute.

C. What if libraries were like Facebook?

1. Facebook has user profiles.
Universities (or particular departments) could have their own social networking systems, similar to Facebook. Students could make profiles appropriate to their academic life (separate from Facebook, which is more for social things).

2. In Facebook, the user can make a custom layout for the tools and parts of the system that are useful to them.
The academic social networks could allow users to customize their own layouts.

3. In Facebook it's easy to ask questions of friends.
In an academic social network it would be easy to ask friends for help with library research. Librarians could be among those friends.

4. Facebook allows for 3rd party applications to be developed.
Academic social networks could allow applications to be developed and contributed by anyone at MIT. Not only could libraries have their catalogs or other tools available as apps, but others could create tools with our data and turn them into apps.

5. Facebook makes it easy to post links to your favorite things.
Academic social networks could make it easy to include your personal list of e-journals, rss feeds, techtv videos and outside resources.

6. Facebook is viral and things can spread like wildfire.
Academic social networks could spread the word about library services and other academic events and resources of interest, making our little known services more widely visible.

7. Facebook has apps that let you show what you're reading to your friends.
Academic social networks could have features where users opt in to show what they are reading to their friends.

8. Facebook makes it easy for old friends/colleagues to keep in touch and help each other.
Academic social networks could make it easy for experts to find and help each other.

9. Facebook makes it easy for users to add photos, videos and to tag people in them.
Academic social networks could make it easy to post photo and video content relevant to learning (tutorials), or image collections relevant for research and teaching.

10. Facebook has a live chat feature and the ability to see which of your friends are currently online.
Academic networks could do the same and make it easier to get reference help from someone at any hour (could be friends, or librarians).

11. Facebook makes it easy to annouce events and invite people to them with RSVPs.
Academic networks could use this to publicize events and see who will come.

12. Facebook allows for private as well as public communication.
Academic networks could also allow for private communications in order to protect users privacy when necessary.

 D. What if libraries were like Zipcar?

1. With Zipcar, people in a neighborhood are sharing a group of cars.
Libraries could make it possible for users to share items that are checked out (opt in to protect privacy).

2. When you are a member of Zipcar, you can use that membership in multiple cities automatically. (via your Zipcard)
Libraries could make arrangements for users to use the libraries of a worldwide network of libraries (rather than local networks such as the Boston Library Consortium). This would span a much larger geographic area, depending on where in the world MIT students and faculty are working.

3.  Zipcar makes it easy to see which cars are available in which neighborhoods at a specific time.
Libraries could have a way to reserve equipment or space in various neighborhoods around the world at specific times that are bookable online.

4. Zipcar sends a text message alert to remind you when the car is due back and to let you know if it's free after your alloted time, so you can easily extend the reservation.
Libraries could send text message to remind people when items are due, or when reserved equipment or space is needed by others.

5. Zipcar has covers the gasoline and insurance for users (it's rolled into the cost). This creates convenience and delights the users.
Libraries could cover the cost of lost or damaged items, or have some sort of fee that covers this that's rolled into the cost of doing business. This would make users lives easier and delight them.

6. Zipcar has social events and gatherings for zipcar members to meet in person.
Libraries could organize more social events and meetups in order for users to meet in person (with librarians and each other).

7. Zipcar has a fun, quirky feeling to it, seen in all their communications.
Libraries could emphasize the fun and quirky (which is a long tradition at MIT).

Other thoughts:
- Credit cards have rewards programs with points.
What if libraries had point systems to reward good behavior. Contributing reviews to the system could be a way to build up points that could be redeemed for books or other rewards. In effect, we are paying users to contribute reviews to the system. Some users would become like Ebay power users.

Exercises were inspired by the book: Thinkertoys

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