From Transactions to Transformations: how shifting our mental models moves us forward

faster

This project made possible with funding by the Institute of Museum and Library Services, through the Maryland State Department of Education, Division of Library Development and Services and Western

Maryland Regional Library

Maryland LibrariesMay 2014

Gail Griffith

Peter Senge: The Fifth Discipline—The Art and Practice of the Learning Organization

Give an example of

customer service

While we’re talking about customer service….

• How does your willingness to consider your mental models shape the kind of customer service you offer?

ProgramsFees

Borrowing limits

Summer ReadingRegistrationWhat else?

Transcendence

Maslow’s Hierarchy of Needs

Transactions“…provision of open

access to cultural, intellectual, and informational resources”—Evanston, IL Public Library

“ an icon of transformation for GU, empowering its communities to surpass their own aspirations and to have a global impact”-- Georgetown University

Transformations

Transactions

“…provision of open access to cultural, intellectual, and informational resources”—Evanston, IL Public Library

“ an icon of transformation for GU, empowering its communities to surpass their own aspirations and to have a global impact”-- Georgetown University

Transformations

Transactions

Transformations

Transactions

“…provision of open access to cultural, intellectual, and informational resources”—Evanston, IL Public Library

“ an icon of transformation for GU, empowering its communities to surpass their own aspirations and to have a global impact”-- Georgetown University

Transformations

Build a Transformational Library

#1: Components

Parts of the concept

#2: Characteristics

Features associated with the concept

#3: Challenges Obstacles associated with the concept

#4: Characters People associated with the concept

Challenging a Mental Model

Using Questions to Minimize Risk

• Outside the Center Thinking and Transformational Questions

Mental Models of Power

Finite• Scarcity

• Winners and losers, zero-sum game

• Differences are used to determine winners and losers

• Play within the rules

• Partnerships and influence are temporary and limited

• Life and death struggles

Infinite• Abundance

• All depend on the well-being of the players and their other relationships

• Differences are valued

• Play with and outside the rules

• Partnerships are safe, stable, diverse, unlimited

• Growth and learning are primary goals

Michael Broom

One Idea• Individually—think and

write it down on a card

• One idea to expand our mental models of library programs and services• Small is OK! Focus on

something you could actually do!

• Can be something to help transform programs, services, self, colleagues, other?

• Example of ‘creating community’

• When asked, take your card and a pencil to another place in the room

• Share your idea with someone you don’t work with, and write theirs down

• Bring both ideas back to your table group

Follow-up• Develop an idea (can be small, medium, or large) that you’ll

share on our project wiki It can be one from the last exercise.• We’ll send you an email so you can go to the wiki and login• http://mentalmodels.pbworks.com

• Goal = develop a portfolio of ideas that will expand mental models of library programs and services, shared statewide

• Online follow-up over the summer to share what’s happening• We’ll send you a registration link with choices of dates and times