Northeast Ohio Regional Library System - Event Information - Northeast Ohio Regional Library System

Event Name:
Reducing Friction - Library User Experience on a Budget, Online and In Your Building

Customer Service

User experience is the study of how users interact with products, spaces, and websites, and it's increasingly being applied to libraries. In this webinar, we'll look at user experience principles and how to evaluate existing buildings and sites, including journey maps and direct observation. We'll briefly discuss developing patron personas and how they help conceptualize how users interact with sites and spaces. Then, we'll move on to resources and strategies for improving the library user experience with low or no budget, and conclude with a chat-based brainstorming session on what you already see you can change about your building or website. A list of resources - print materials, websites, and organizations - will be available, along with the presentation slides.

Learning Objectives:
During and after this webinar, participants:
  • Are introduced to user experience terminology, strategies, and tools, for both online and physical spaces.
  • Will learn how to construct and implement a basic, low/no budget user experience study and improvements.
  • May construct a brief list of "quick wins" they can implement immediately, based on brainstorming in the webinar chat.
  • Can follow up with a list of additional user experience resources.

Jennifer Koerber has two decades of experience in libraries, in both public-facing and behind-the-scenes roles. After 17 years at the Boston Public Library, she established her own business providing technology training and consulting services to libraries, and recently completed a contract as Training Manager at Harvard University Library, overseeing staff training for a new ILS platform.

She has written extensively for Library Journal on public library services and technology, and in May 2018, her book, Library Services to Immigrants and New Americans: Celebration and Integration, was released by Libraries Unlimited. In what remains of her time, she is an avid mobile photographer, crafter, and traveler.

You can find Jennifer online at and

Event Date:

Event Time:
10:00 AM - 11:00 AM Eastern

Via Adobe Connect

Contact Person:
Melissa Lattanzi
(phone: 3306550531)

Who Should Attend:  Anyone interested in the user experience
Competency:  Customer Service, Communication and Marketing

GEO Cost:      $40
Bronze Cost:  $24
Silver Cost:    FREE
Gold Cost:     FREE

Can't attend on the date or time listed? Sign up anyway! All of our webinars include archive access for later viewing at your convenience.

This event is supported by the State Library of Ohio with federal funds from the Institute of Museum and Library Services.

It’s never too late to save your library money. NEO-RLS Memberships are pro-rated! Call us today to join.

Outlook/ vCalendar/ Google:
Click on the icon next to the date(s) to add to your calendar:

Other Similar Events: