Rationale
Regularly receiving input from the patron as end user will be especially important as SWAN implements solutions for patron facing interactions. Simply inserting the words “patron experience” into the mission statement is not enough; this must be translated into practices that inject the patron perspective into decision making.
The patron perspective is the best way to achieve more standardization of resource sharing activities and act as a counterweight against (note: “counterweight” not “complete erasure of”) the tendency towards library by library customization.
Markers
- SWAN board and membership embrace that patron perspective should serve a determinative role.
- SWAN has a defined structure and strategy to regularly convene patrons and access their input.
- SWAN staff can cite data about patron needs which includes member library staff insights.
- The practice of testing potential new features or ideas with patrons directly is built into the roll out process.
Guiding Principles
SWAN uses a variety of research methods to find the solutions that best meet the needs of our patrons and represent the demographics of the SWAN library community.
