Presentation given at 2019 Atlanta Area Bibliographic Instruction Group (AABIG) Conference
Older adult library patrons often surface with unique research needs. This presents opportunities to serve this population of users through relationship building, knowledge-based content, and access privileges. Employing empathy, design, and ideation from a design thinker’s toolkit can equip libraries to support this diverse group of learners whose information needs range from leisurely bylines, life-long learning, ancestral pursuits or other avocation. Design thinking solutions enable librarians to engage in effective reference transactions that satisfy these and other users. Successful user experience comes down to the A, B, and C of Reference Interaction: Active Listening, Building Rapport and Creating Solutions
Atlanta Area Bibliographic Instruction Group (AABIG) Conference
"Service to Older Adults: Defining the A, B, C of Reference Interchange."
Library Faculty Presentations.