Creating the library experience

Purpose – The purpose of this paper is to explore the elements of a library’s daily operations that contribute to the overall experience visitors to the library hopefully enjoy. Beyond the much discussed element of customer service, there are many other factors that either enhance the experience or detract from it. Design/methodology/approach – This paper used the author’s personal experience as an observer of library organizations from his perspective of a consultant and a workshop presenter. Findings – This paper focuses on the importance of ensuring that every aspect of the library operation functions properly to guarantee pleasant experiences for all visitors. Originality/value – The paper helps the library director, the department manager and the staff librarian to better appreciate the importance of being aware of how the visitor perceives the library experience.