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February 23, 2007

Branding

I'm really excited about a branding exercise we're doing to develop an identity system for the new library. We are working with Steff Geissbuhler and Leslie Sherr of C & G Partners.

We've been thinking about our brand identity and brand promise for several years, but wanted to coordinate this exercise with the transition to the new library, where we will need a new graphic image, signage and logo. Our kick-off meeting with Leslie and Steff challenged some of our assumptions about the Library and its role in the community and encouraged us to think deeper about who we are, what we do and why it matters. We will developing a core ideology and an envisioned future to guide the graphic design.

And of course we know, as Marty Neumeier says in his book The Brand Gap, that our brand is not what we say it is, but what you, our users, say it is. If you have thoughts you'd like to share with us, I encourage you to comment on this blog, or contact any of our task force members: Kim Huffard, Peggy Hersam, Ann Mandel, Melissa Yurechko, Alan Gray or me.

In the meanwhile, I've been looking at taglines from other libraries that have obviously thought about branding: "Delivering the Future" ( Westerville,OH), "Browsing is just the beginning" (Cuyahoga County Library System), "An Oasis of Knowledge" (West Palm Beach Public Library), "A city with a great library is a great city" (Nashville), and "for a little library, we do a lot" (Rocky River, OH).

Posted by louise at 04:18 PM | Comments (0)

February 14, 2007

III Public Library Directors Symposium

I've spent a very productive day and 1/2 at a symposium sponsored by Innovative Interfaces (III), our online catalog vendor. Every two years, III hosts a symposium for the public library directors that have III online systems. And it's just for the directors; we can't send our techies. This is good because we discuss technology on a different level than our techie staff does, and we can share perspectives with like-minded colleagues.

Marshall Keys, one of my favorite futurists, was the keynote speaker. Marshall always has more material than he can possibly cover in his allotted time, and the power point slides just whiz by. Yesterday, Marshall talked to us about the 3-D Internet. I know about Second Life, but I had no idea how fast 3-D Internet was growing. Marshall encourages us to find new ways of thinking about our services and the future of libraries. And I was encouraged to hear him speak of the importance of community, since that's a cornerstone of the services we plan for the new library.

I'm coming home with a number of ideas to share with our staff. Westerville OH has so many innovative services. And Middle Country Public Library on Long Island does a lot of cultural programming, a service we will expand in the new library. Cuyahoga County Public Library, OH has a terrific customer service model.

The most unexpected treat happened this morning when I found myself sitting next to the library director from Indian Prairie Public Library. Since her library system includes the town of Darien, IL. we enjoyed sharing stories about our virtual users who found themselves in the wrong state.

Posted by louise at 06:00 PM | Comments (1)

February 10, 2007

Here's a scary thought

Customer service is our top priority at Darien Library. That's why I love Seth Godin's blog. He always has provocative ideas about improving service.

One of our aspirations is to exceed our customers' expectations each time they use the Library. And I realize that the higher the expectations become, the harder the task. Still I was stunned by this recent thought on Seth's blog.

To raise someone's expectations then not fulfill them is worse than mediocrity

Yikes! Talk about pressure.

Posted by louise at 05:25 PM | Comments (0)