Full Day Preconference

Designed for Experience: Reimagining Spaces and Services

Tuesday, April 5, 2016, 9:00 AM - 5:00 PM

Colorado Convention Center, Room 401-404

What if we designed our physical libraries with learning – not shelving – at their core? This simple question led one library (and its team of awesome experts) to create an unconventional framework for reimagining its spaces and services. In this highly interactive session, participants will explore the customer activities and outcomes that can drive library design. Using a fun and participatory methodology, participants will create spaces that help customers learn, create and share.

At the end of this session, participants will:

1: Understand how experience principles and customer activities inform space and service design. 2: Know more about the discipline of service design and how to build capacity for it in their organization. 3: Apply new skills and tools to their own library space and service challenges.

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

Tags: Buildings and Facilities, Innovation, Other Service Design, Programming/Services, Transforming Libraries


Margaret Sullivan, Owner/Princpal
Margaret Sullivan Studio, 10010, NY

Margaret Sullivan is the principal of Margaret Sullivan Studio, a full service design firm with a focus on cultural institutions and an emphasis on visioning, programming, planning and designing the 21st century library. A noted expert in designing outcome-based interiors for active learning environments, Sullivan was a designer for ImaginOn: the Joe and Joan Martin Center, in Charlotte NC, and DreamYard Arts Center in the Bronx, a YOUmedia flagship project.

Melanie Huggins, Executive Director
Richland Library, Columbia, SC

Melanie Huggins is the executive director of the Richland Library in Columbia, SC. She is passionate about customer experience, strategic planning and active learning environments. Melanie was previously the Director of the St. Paul Public Library. Prior to that, she was the Youth Service Coordinator for the Charlotte-Mecklenburg Library where she led the development of Imaginon: The Joe and Joan Martin Center, a hybrid library and children's

Patrick Quattlebaum, Managing Director
Adaptive Path, ,



For questions about…

Cancellation Policy

Written cancellations, requests for refunds, and/or changes will be accepted until February 26, 2016, and are subject to a $30 handling fee. Refunds will be processed after April 25, 2016. According to PLA policy, all meal events require preregistration. The above cancellation/change information also applies to all preconferences, meal events, and tours.

The PLA 2016 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.


PLA has put in place features to ensure the conference is accessible to all.


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

Appropriate Conduct

All participants are expected to observe the rules and behaviors described in the Statement of Appropriate Conduct in all conference venues, including online venues, and conference social events.


There is no formal dress code at the PLA Conference. What’s most important is to dress for comfort.

Conference Logo

The custom logos of the PLA 2016 Conference are the property of PLA. Anyone wishing to use the logos in their communications and promotional materials must: 1) Seek permission from PLA; and 2) Submit communication/artwork incorporating the logo to PLA for final approval. The logo may not be modified and must be reproduced in its entirety (i.e., no outlines, cropping). To request the use of the logo, companies should contact Carly DiVito at Corcoran Expositions at 312-541-0567 or carly@corcexpo.com; all others should contact PLA at 800-545-2433 x5PLA (x5752) or pla@ala.org.


Contact Carly DiVito, Corcoran Expositions, 312-541-0567 or carly@corcexpo.com.


No carrying of firearms allowed in the Colorado Convention Center unless you’re on-duty law enforcement or off-duty and on payroll of the show or SMG (convention center management).


The official conference hashtag is #PLA2016.


Contact Heather Cho, ALA Media Relations Specialist, 312-280-4020 or hcho@ala.org. Please review our conference media policy.


ALA and PLA membership is managed by the ALA Membership & Customer Service (MACS) unit. To join, renew, rejoin, or add to your membership, fill out a secure form online; or 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 customerservice@ala.org or 800-545-2433 and press 5. MACS representatives are available Monday–Friday, 8:30 AM–4:30 PM Central.

Mobile App

Attendees can access full event schedule, evaluate sessions, customize their own agenda, and compete in the Extraordinary Exhibits photo challenge game on the PLA 2016 mobile app. To request assistance with the mobile app, please e-mail pla2016app@ala.org.

PLA Office

The PLA Office is located in A Mezzanine in the Colorado Convention Center. You can access the A Mezzanine from any of the lobbies using Elevator A, across from registration, and press the MZ button to get to the Mezzanine. You can also access A Mezzanine from Exhibit Hall A using Stairwell 30. The office phone numbers are 303-228-8450 and 303-228-8451. Onsite office hours are Monday, April 4–Friday, April 8, 8:00 AM–5:00 PM; Saturday, April 9, 8:00 AM–1:00 PM.

Registration & Housing

Onsite registration hours are Tuesday, April 5, 7:30 AM–5:00 PM; Wednesday, April 6, 7:30 AM–6:30 PM; Thursday, April 7, 7:30 AM–5:30 PM; Friday, April 8, 7:30 AM–4:00 PM; and Saturday, April 9, 8:00–10:00 AM. Conference registration and housing is managed by Experient. Call or e-mail your questions, 800-424-5249 (U.S. and Canada), 847-996-5829 (all other countries), or pla@experient-inc.com. Experient representatives are available Monday–Friday, 9:00 AM–5:00 PM Eastern. PLA Conference is a professional event. It is not open to the public.


Contact Corcoran Expositions, Mary Michalik at 312-265-9650, mary@corcexpo.com; or Matt McLaughlin at 312-265-9655, matt@corcexpo.com.

Thank you PLA Conference Sponsors!


Most conference events—including all preconferences and concurrent program sessions—will take place in the Colorado Convention Center (CCC), 700 14th Street, Denver, CO 80202. Additional events will be held at the Hyatt Regency Denver at Colorado Convention Center, 650 15th Street, Denver, CO 80202, and other venues as indicated.

Other Questions

Contact PLA, 800-545-2433 x5PLA (x5752) or pla@ala.org; or find someone to help in the PLA Staff directory.