Diversity, Equity, and Inclusion in Action: Creating Customer Journeys to Generate Equitable Communities—How to Use Asset Framing to Design Experiences for Social Impact
Librarians have an opportunity to model best practices in equitable customer experience with every touchpoint. Defining communities in general terms such as “at risk” often perpetuates systematic racism and biases that we are working to break down. A vanguard of leaders is reframing the language and approach, by defining people by their aspirations and contributions before noting their challenges. This approach, called “Asset Framing” makes it much clearer to understand the systemic causes behind their struggles. In this workshop, participants create customer journeys using the Asset Framing “Framework” to learn how to apply these principles in their daily work.
Speaker
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Margaret SullivanMargaret Sullivan Studio