Preface. Crafting a foundation for empowerment and change : exploring the use of empathy in library marketing and DEIA values
Empathy in libraries : a new way to engage with your community
Leveraging compassionate library marketing practices through empathy and DEIA values
Empathic design : a human-centered solution
Observation and identifying the needs of users
Gathering accurate, reliable data for informed decisions
Uncovering insights from data : reflection and interpretation
Brainstorming or ideating solutions
Crafting empathic library marketing solutions through prototyping and testing
The FIRST values framework : putting empathy into action or empathy-centered library marketing strategies
Evaluating and measuring success : gauging the impact of your library marketing strategies
Appendix A: Empathic library marketing solutions toolkit
Appendix B: The FIRST framework for library marketing questions
Appendix C: Marketing plan
