Redesign the Box

The Calgary Public Library has demonstrated an excellent principle of good management with its redesign of the main floor of the Central Library.  Its customers are probably unaware of how desperate the library is for space – in itself a principle of good management.  Rarely is it a good idea to impress on customers how badly off you are.  Although Calgary is going to build a much larger Central Library, it will not be constructed for several years.  Meanwhile the growth in customers and growth in demand for services must be accommodated in the same old building.

Rather than just bemoaning the constraints of the old building, Library management has literally redesigned the box to provide customers with a feeling of openness.  The self-evident need for checkouts was completely rethought – large desks were removed in favour of kiosks.  The once obtrusive security desk was visually diminished, and the guards now act as greeters. 

Removing even a low-rise wall opened up the always-crowded computer area.

When we are confronted with constraints, frustration is our usual response.  While it may be ok to respond emotionally at first, creativity is the key to redesigning the problem until it dissolves.