Introducing the FIRST Values Framework: Enhancing Library Outreach, Marketing, and Engagement Through Empathic Design

Abstract

This article introduces the FIRST Values Framework, a conceptual marketing thinking tool designed to foster empathy in library marketing by aligning strategies with core values and community needs. The framework enhances user-centered design and engagement efforts through five values: fellow-feeling, identification, responsiveness, self-awareness, and thoughtfulness. The literature discusses the significance of empathy in libraries, empathetic marketing, relationship marketing, and incorporating empathy into staff training for service design, highlighting the essential need for empathic connections in library services. The article discusses the integration of empathy across different contexts by briefly comparing the FIRST Values Framework with existing models like design thinking and human-centered design. Practical steps for implementing the framework in libraries are provided, ensuring marketing and outreach efforts are empathetic, user-centered, and impactful.

Keywords

• empathy
• library marketing
• outreach
• user-centered design
• empathic design
• first values framework
• user engagement
• communication