The service model at Darien Library has always been based on extreme customer service; however, many of the day-to-day processes such as checking in and sorting books and other Library materials, often interfered with customer service. A investment in technology, particularly automated return and self check-out will permit Library staff to offer assistance and service in ways that better meet the needs of the Library’s members.

 

Members will find that instead of a Circulation Department, they will be welcomed to the Library's “Main Street” by staff that will focus its efforts as Readers’ Advisors. If a member is searching for what to read next, a Readers’ Advisor will suggest suitable books based on that member’s individual interests and tastes.

 

Many of our members come in to the Library with a sophisticated knowledge of the internet and online resources. Some of our members are just becoming acquainted with computers and this form of research. Our Research Librarians will work individually or collectively to assist with service and research requests. As part of an organization that prides itself on customer service, our Research Librarians will be anticipating member needs, seek to offer quick responses, and will be responsible for a variety of quiet, comfortable spaces that our members will soon learn to call their own.

 

The Community Room seats 171 in its theater-like setting. With its tiered seating, sophisticated sound system, excellent acoustics, motorized screen, and wireless access, the Library will host lectures, films, music, and other programs. The New Library also offers a number of other programming venues for smaller groups.

 

The Power Library, located on the lower level of the building, has 32 public computers. Additionally, the Technology Center has 12. Also on the lower level is SO/HO (Small Office/Home Office), a copy and print services center where members will find copiers, laminators, a fax machine, and a large-format printer to support their use of the Library’s resources.

 

When designing the new Children’s Room, we were extremely conscious of the fact that there are two distinct user groups, and the spaces are organized to meet these needs.

 

Pre-Literacy – The “First Five Years” section is the beginning of our Early Literacy Initiative. We will continue to build that section of the Library to support, advance, and grow the six pre-literacy skills in children. The initiative will roll out in the physical space and in our programs and services.

 

The “Kids” section addresses the needs and growing independence of beginning readers. Books in this area have been organized with the knowledge that readers in this group will want to find materials themselves. And, as in Adult Services, the additional automated services will allow the Children’s Room staff to serve as Readers’ Advisors and provide more programs.

 

The Children’s Room has its own program space and technology center. We acknowledge that technology is growing in importance in the lives of our youth, and we plan for the Children’s Room to provide the type of technology that will meet their needs and interests.

 

We are aware that generally, there are two aspects to the use of the Library by teens.

1: It’s a hang-out place.

2: It’s a resource for significant study.

 

We have organized the comfortable Teen Space to meet both of these needs. We will be circulating videogames and we have a wii™ for teens to use in the building. A Teen Advisory Board will help plan regular programs at the Library such as viewing parties for popular shows like “Gossip Girl,” teen movie nights, and study nights.

 

In addition, to these “hang out” resources, we are planning for a variety of technology and information services to support the increasingly sophisticated study needs of the community’s teens.

 

 

The User Experience (UX) Department is primarily concerned with the experience of the Darien Library user, drawing from the successes and failures of human-to-technology interface design. Usability, aesthetics, community, collections, and customer service are the key tenets of this user-centric service initiative.

The UX team is charged with evaluating every point of interaction between Library and member or Library and staff, and recommending and implementing an array of service elements that produce a planned, positive, and desirable experience that addresses users’ expectations and needs. Ideally, these interface elements should consistently exceed the expectations of Library users and promote personal or intellectual transformation.