Signs of user-centered institutions?

Listening to Ross's description of the library he visited in Singapore that included a pastry shop, a room with loud music for teens, and big comfortable chairs for the "chronologically enriched," brought to mind the small ways in which libraries I've been to have catered to the user's needs. The public library where I volunteered last year had a book return box by the door of the grocery store-- somewhat similar to Ross's supermarket library idea. If they couldn't take the whole library to the supermarket, at least they gave users a convenient way to return materials. Then again, it could just be a ploy for librarians to get back their "precious" items.

My undergraduate library at The College of William and Mary underwent renovation while I was there and many of the changes they made were aimed at making it more student-friendly. To the side of the front entrance is a 24-hour study lounge with a coffee shop and comfortable rolling chairs. I know someone who spent the night there because she was too tired to walk home at 5 a.m. Just inside the front door is the "information commons" where students can stand under a sound cone to hear news being played on the T.V., or use one of many computer terminals located in the center of the library. This area is almost always at least 2/3 full of students. All over the library there are comfortable chairs and couches where many students (including myself on more than one occasion) stop to take a nap during the day, though I'm not sure that was the intention of the library design. The third floor is designated for quiet study, while the first and second floors allow quiet conversation. There are also closed-off rooms for group projects. My favorite part is that they allow covered drink containers, so you can have your coffee and drink it too. The reference librarians draw students' attention to oft overlooked resources by publishing a newsletter called "The Throne" and posting it in all of the bathroom stalls of the library. They use amusing anecdotes and tie them in to the library. Is any better place to take advantage of a person's undivided attention?

I worked as a circulation assistant at this library and found that not only were the surroundings accommodating for students, but the staff was committed to making students' lives easier, not punishing them unnecessarily. They routinely canceled fines if the student gave a good excuse, and encouraged those working the front desk to come out from behind it to help patrons find items or teach them how to use electronic services. As an employee, I enjoyed the permission to leave the lair of the huge marble counter topped desk in order to physically show students the layout and structure of the library. I was surprised to find how many people were baffled by the prospect of finding a book in the stacks. I was also amazed at how many of my friends -- all very intelligent people, and good students -- asked me to show them various parts of the library.

I am beginning to see how important it is for librarians to understand how the human mind works. For instance, the idea that a user probably doesn't know how to express the gap in their knowledge that brought them to the library is important to understand so I will be able to figure out a way to help the user effectively despite their lack of succinctness. Also, as in my above example, it's important to realize that people can be intimidated by someone sitting behind a desk, so that you can go around it to help them.