CIL 2015 Technology & the Customer Experience
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Presentation on takeaways from the Computers in Libraries 2015 Conference.
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CIL 2015 Technology & the Customer Experience
- 1. CIL 2015: Technology & the Customer Experience SMRLA Libr@ry Tech-Know 2015
- 2. Steve Denning Author of The Secret Language of Leadership
- 3. Then: Now: Taxis Videostores Clothing Stores Hotels Schools Bookstores Uber Netflix Fast Clothing Airbnb Lifelong Learning Amazon
- 4. What can we do so our customers say “Wow!”?
- 5. John Palfrey Author of BiblioTech: Why we need libraries more than ever in the Age of Google
- 9. Osmo • iPad ad-on • Interactive • Ages 6 & up
- 20. Mathieu Plourde {(Mathplourde on Flickr) - http://www.flickr.com/photos/mathplourde/8620174342/siz es/l/in/photostream/
Editor's Notes
- Steve Denning was the Opening Keynote of the conference.
- He discussed how many devices and services have been made obsolete by the smart phone.
- He asked a simple but not so simple question…
- You have probably hear of John Palfrey by now. Right before and after the conference, he was all over social media because of his new book. The Washington Post had a clickbait title of When Google is your librarian and Starbucks your WiFi, do we still need public libraries?. It was a book review. Yes, we are needed. We are not going away. Physical objects are not going away. Libraries becoming community center is not the answer. Creating space for digital space is the answer.
- He says that it is important to engage and inform your community. One thing that I have learned from the Computers in Libraries 2015 Conference it is not about the technology, it is about the customer experience. In fact, for the most part, I would say that Maryland is above the curve when it comes to integrating technology into our libraries. Makerspaces and Innovation Labs were a common theme at the Computers in Libraries conference.
- Even before the conference, David Lee King highlighted for us at our Emerging Tech workshop the example of the Fayetteville Free Library and their Fablab. Their director was also a presenter at CIL. She stated that the library is an incubator of ideas. Many of her community members volunteer their time to run their labs and sessions. They are a part of the decision making process through information sessions and evaluation. She says to start small and arm yourself with knowledge. Also, record testimonials from those who use your resources.
- I will admit that by the last day, I was pretty tired of hearing about Makerspaces. I really wanted to hear about new technologies like wearables and no interface technologies. It was at almost my last session that I finally heard those words. Brian Pichman of the evolveproject.org presented a session about the Consumer Electronics Show that was held in January. We will be hosting a web session in July called Tech Gadget Goodness where Brian Pichman will highlight some of his highlights from the conference. As the evolveproject was developed as a way to connect tech startups with libraries, he highlighted some emerging tech that we should watch out for.
- Robotic dinosaurs that play fetch…this would be a wonderful extension activity for the picture book Night at the Museum. But there were also OEMs or Original Equipment Material devices like smartwatches and tablets. In other words knockoffs of the bigger name devices, but either at a cheaper price point or with specialized features.
- Think Welcome signs that serve as touchscreen directories to not just a layout of your library, but also the exact location of an item on the shelf.
- Of course there were 3D printers that probably price more than most of our collection budgets. Who wouldn’t want a 3D printer that recycles scrap paper into material for printing? Can you imagine using leftover tax forms to create sculpted art for your library?
- The University of Nevada-Reno participated in a meet and greet where different tech was on display. Handheld scanners, Oculus Rift, Google Glass. All of this checks out to the students. When asked about lending such expensive devices out, it was said to think about how many items go missing from your collection. If 8 DVDs go missing in a day, why worry about a $200 device?
- Another device was the Sound Egg Chair. This egg shaped pod chair looks like something you would see in the Google inspired movie The Interns. It features soundproof padding and a tablet stand. Why is this important to libraries? It is an extension of the makerspace or digital lab, that allows the patron to preform sound and audio mixing without disturbing other patrons.
- NASA has developed their own curriculum for the LittleBit devices and would like to collaborate with libraries for some informal education opportunities.
- Brian Pichman also presented a workshop on alternative funding routes. As I stated, his organization works to put tech in the hands of librarians. He said that if he gets a no from one person, he figures they just weren’t the right person to answer the question and he calls back to talk to someone different. Maybe even a different department. He also encourages the use of social media for making connections.
- By replying to Chase’s Twitter post, he was able to make a connection with the company to have a discussion about making things happen.
- Currently, he is helping to try to grab the attention of Occulus so that maybe by the time we have our MLLI showcase in July, I will have a connection for some augmented reality technology to showcase as part of my presentation for my MLLI project. So far we have had no hits, but I have noticed an increase of tech experts in my Personal Learning Network on Twitter.
- I will be talking more about Augmented Reality towards the end of today’s session.
- Open Education is currently trending. I see it as a college adjunct and how it is changing formal curriculums. Competencies are important. MOOCs offer a way to build skills without the expense of a traditional college course.
- Just in time education is also important. These are the opportunities that are provided with companies like Lynda.com. I talked to our rep at the conference and there is no official word yet on how LinkedIn will affect Lynda, but imagine applying for a job through LinkedIn and being told you need a specific skill. You take the course on Lynda and the skill automatically is added to your LinkedIn resume.
- The NYPL is also interested in this skills based learning and presented a session at CIL on their Tech Connect program. They take a blended approach. Products like Lynda are offered, but they also provide Google Hangout tech training sessions to seniors as well as face to face training at the branches. They stressed that branding is very important as well as consistency among the branches. Staff training was also stressed. Staff at NYPL Tech Connect spend two days on their new tech: one day in a type of digital petting zoo where they test the tech, learn about the tech by using it in small groups; then on the second day, they discuss it in terms of goals, curriculum, and benefits to patrons and staff. As DLK told us in his presentation, your patrons are going to come in with the tech, all staff need to be familiar with what it is and what it does because patrons expect library staff to be knowledgably sources of information.
- This applies if it is an eBook or if it is the latest wearable device. Yes, you might want to consider the implications of the Apple Watch. While I missed the specific session, there was chatter on the back conference channel of twitter that one university is using Google Glass as a way to introduce discussions about privacy to their community. It should be noted that while Google Glass may be gone for now, it is not gone completely and Google is currently working on the next reiteration of the wearable device. Competitors, like Sony’s Flex, are also getting ready for their release.
- BTW Pichman recommends the purchase of the Ozobot as a gateway for younger children, particularly girls, to become interested in coding. Ozobot is a small robotic device that uses lines drawn on paper to “program” the movements. i.e. it follows the lines. But this works as a gateway to interest children in more advance coding.
- No interfaces like the Amazon Echo make it easy to have the same experience as using Samsung Galaxy or Apple’s Siri without needing a mobile device. Simply ask a question or tell it a command for a device connected via the network or Bluetooth. Convenience is everything. Currently, I have an app on my phone that notifies when I am close to Target if I have grocery items on my list. Imagine an app that tells you the library is close by. …As David Lee King told the Southern Regional last week, the Internet of Things is all about improving the customer experience.