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From the Director

Melanie Huggins
Executive Director of Richland Library

Thanks for using Richland Library. Regardless of how you use library resources or services, I want to be certain you find the library to be useful, usable and enjoyable!

Take a moment to search the catalog, download e-books, music and more or find a staff pick for you or your child’s next read. You can also find information on programs and art exhibits, or read insightful updates written by our library team.

The library's bimonthly magazine, Access, includes my column, where I get to share stories, give reading recommendations and simply share my love of libraries. I hope the pieces inspire, inform and entertain you!

From the Director

Dear Readers,

The word “college” is as popular as the word “carpool” in my house these days. With a 10th grader who thinks she wants to be an architect or a dramaturge (It’s a real career. Look it up. I had to.), a four or more year stint at an affordable (please) university is in our family’s very near future.

Dear Readers,

In my past two letters, I’ve shared some insights and thoughts about customer experience and what makes us loyal customers of a service. Any interaction with a service or organization has abefore, during and after, and this letter is about the after.

Dear Readers,
 
In the last issue, I shared how our experiences as customers are shaped before we even interact with a company or product. For example, before you take that first bite at a restaurant, you’ve been influenced by feedback from others, a website or even the parking lot. Here's a story of how an experience can still be good, even when a part of it is bad.

Dear Friends:
 
Earlier this year, I got the chance to speak at TedX Columbia. I was thrilled to be part of a group of thoughtful and talented speakers and performers, but I was even more excited to help spread ideas on a topic that I am truly passionate about—the importance of customer experience.
 
Unlike other businesses (but not unlike many nonprofits), libraries don’t create a product. We only create experiences. If we want to create great experiences for our users, we have to think differently about how and where our customers interact with us.  

Dear Friends:

Partnerships are hard. If you’ve ever been in a relationship, a marriage or have a close friend, you know what I’m talking about. Put two people together and ask them to work towards a common goal and there’s bound to be tension. But what if it’s not just two people but whole organizations with complex systems and processes trying to work together towards solving community problems?