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December 27, 2006
West Palm Beach is hot!
Inspired by an article in the current issue of Library Journal, I visited the West Palm Beach Public Library on the spur of the moment last week. And am I glad that I did! Pam Sandlian Smith, Director, and Peter Robinson, consultant, have created an experience worthy of James Gilmore: (The Experience Economy). Pam, who was out of town, very graciously set up a visit for me with Peter, and WPBPL librarians Nancy Coriaty and Tina Albee who guided me through their branding exercise project and renovation. Peter has developed a process he calls GASP (Graphics, Ambience, Style, Presentation) to define the identity and vision for a project, in this case the West Palm Beach Public Library. The result is a cohesive, fresh, tropical, welcoming library. I loved the way the library looked. But perhaps even more valuable for us in Darien is how Pam has taken the branding exercise to the next level, and used it to identify the customer service promise to users of the West Palm Beach Public Library. Key library staff spent a day at the Ritz-Carleton Hotel, in concierge training, and developed a "customer service card" and a new slogan, "the world's nicest library".
West Palm Beach Public Library
Posted by louise at December 27, 2006 12:16 PM
Comments
Came across your blog post today, how nice tht you got so much out of visiting our library! It really is a great place for both patrons and employees!
Janice Collins
Reference librarian
West Palm Beach Public Library
Posted by: Janice Collins at May 23, 2007 08:07 PM