October 24, 2014

Customizing User Design To Fit Your Community’s Needs | Library by Design

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The challenge of providing services to a changing community while operating more efficiently made the Denver Public Library’s (DPL) leaders realize they couldn’t afford to be all things to all people—at least not at every branch.

After zeroing in on each branch’s demographics and user patterns, librarians ascertained three different user groups and developed different strategies, such as refining the service delivery, and put them into play in 2005 and 2006. “It really is borrowed from marketing from the business world,” says Susan Kotarba, director of public services at DPL.