Imagine the Possibilities

Concurrent Program Session

Creating a Continuum of Customer Experiences

Saturday, March 24, 2018, 9:30 AM - 10:30 AM

Pennsylvania Convention Center, Ballroom B

Regardless of your library’s space or population, you can design pathways that allow individuals to experience passive, active and intensive learning experiences at every point of contact. Using an experience matrix, Anythink has developed an approach that enables customers to self-guide through a continuum of informal learning opportunities, allowing them to move between being consumers to creating content. Learn about this process and the ways Anythink relays the full scope of an experience library.

At the end of this session, participants will:

1: Create a matrix of all your library services and how they inter-relate and build upon one another in order to create the most immersive experience for your customers. 2: Create a framework to help staff understand, communicate and deliver experience/participation-driven activities. 3: Develop a working model that best utilizes resources that your organization has to develop a continuum between all library services.

The session organizer(s) identified this session as appropriate for:
Level 1: People with no previous knowledge of the topic.

This session will have: Medium interaction (example: single speaker/panel with questions or discussion throughout)

Track: Lead

Tags: Spaces and Places, Adult Services, Assessment and Evaluation, Buildings and Facilities, Children's Services, Innovation


Mouahmong Yang, Studio Coordinator
Anythink Libraries , Thornton , CO

Mo Yang is the Studio Coordinator at Anythink, supporting The Studio as a concept and at its physical spaces district-wide. He represents Anythink on national committees, trains and advises staff on Studio concepts and equipment, as well as coordinates Anythink's artist in residence program. He can be reached at Follow Anythink on social media: Twitter @ilovemyanythink, Facebook and Instagram.

Erica Grossman, Creative Lead
Anythink Libraries , Thornton , CO

Erica Grossman is Creative Lead in the Innovations Department at Anythink, focusing on PR, social media and writing. She is editor of Anythink's quarterly magazine, SPARK. Erica was part of the creative team that developed and launched Outside the Lines and is currently on its planning committee. Prior to her work at Anythink, she worked in journalism and media throughout the Denver area.

For questions about…

Cancellation Policy

The PLA 2018 Conference is offered on a cost-recovery basis. PLA reserves the right to cancel all or any part of this event if there is insufficient registration or for other reasons. Neither ALA nor PLA is responsible for cancellation charges assessed by the airlines or travel agencies, or other losses incurred due to the cancellation of the workshops. All information listed on this website is subject to change.

Attendee Cancellation Policy

Written cancellations, requests for refunds, and/or changes will be accepted until February 23, 2018, and are subject to a $30 handling fee. Refunds will be processed after April 23, 2018. According to PLA policy, all meal events require preregistration. The above cancellation/change information also applies to all preconferences, meal events, and tours. No meal tickets will be sold onsite.

Exhibitor Cancellation Policy

All booth space cancellation requests must be received in writing by Show Management (Corcoran Expositions). If space is reduced, the net reduction of space will be treated as a cancellation of that space. If Show Management receives a written request for cancellation of space on or before October 31, 2017, the exhibitor will be eligible for a refund less the nonrefundable deposit of $950 per 100 square feet of exhibit space. For cancellations received after October 31, 2017, exhibitors are liable for 100% of the cost of space.


Print and electronic advertising opportunities are available to reach PLA members and attendees both before and during the conference.


Interested in exhibiting at PLA 2018? Contact Carly DiVito, Corcoran Expositions, at 312-541-0567 or


Contact Macey Morales, Deputy Director, ALA Public Awareness Office, 312-280-4393 or Please review our conference media policy.


ALA and PLA membership is managed by the ALA Membership & Customer Service (MACS) unit. You can join or renew/rejoin/add to your membership using ALA’s secure online form; or you can print and fill out a membership form and fax or mail it in; or call 800-545-2433 and press 5. Direct your membership questions to MACS at or 800-545-2433 and press 5. MACS representatives are available Monday–Friday, 8:30 AM–4:30 PM Central.

Registration & Housing

Problems or questions regarding registration or housing? Contact Experient at or 800-424-5249 (U.S. and Canada)/847-996-5829 (all other countries). Experient representatives are available Monday–Friday, 9:00 AM–6:00 PM Eastern.


To discuss PLA 2018 sponsorship opportunities, contact Corcoran Expositions, Mary Michalik at 312-265-9650,; or Matt McLaughlin at 312-265-9655,

Thank You PLA 2018 Conference Sponsors!

Other Questions

Many commonly asked questions are answered in our FAQ. If you don’t find the information you’re looking for, please contact PLA at 800-545-2433 x5PLA (x5752) or Or the PLA Staff directory may help you find just the right person to ask.

PLA 2016 Archive

Looking for handouts and other information from the PLA 2016 Conference, which took place April 5–9, 2016 in Denver, CO? The PLA 2016 Conference website has been archived at

View the list of past PLA Conferences from 1983 to present.