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 emppathy 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
Brainstoming 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 strtegies
Evaluating and measuring success : gauging the impact of your library marketing strategies
Appendix A: Empathic library marketing solutions tookit
Appendix B: The FIRST framework for library marketing questions
Appendix C: Marketing plan
Glossary.

Intro
Contents
Dedication
Acknowledgments
Preface
Overview of the Book
Terminology
Purpose and Audience
References
CH1. Empathy in Libraries:
A New Way to Engage with Your Community
What is Empathy?
Empower Your Library's Marketing with Empathy
The Process of Empathy in Library Marketing
The Takeaway: Empathy in Libraries
References
CH2. Leveraging Compassionate Library Marketing Practices through Empathy and DEIA Values
Empathy as the Foundation of DEIA Practices
Empathy and DEIA Practices Lead to Compassionate Actions

Cultivating Empathy through Practice
Tailor Your Empathic Marketing Approach to DEIA Values
Addressing DEIA Values
The Takeaway: Bridging the Gap between Libraries and Diverse Audiences
CH3. Empathic Design:
A Human-centered Solution
Empathic Design Explained
Why is Empathic Design Important?
Empathic Design in Library Marketing
Creating Messages That Resonate
Empathic Design Steps
Achieving Resource/Program/Service "Nirvana"
The Takeaway: Empathtic Design in Action
References
CH4. Observation and Identifying the Needs of Users
Triggers of Use

Interactions with the User's Environment
User Customization
Intangible Attributes of the Library
Unarticulated User Needs
Identifying User Motivations
The Takeaway: Observation and Identification of the Needs of Users
References
CH5. Gathering Accurate, Reliable Data for Informed Decisions
Let's Talk About Market Research
How to Begin Your Market Research Journey
Gathering User Feedback through Surveys, Focus Groups, and Interviews
Tips for Creating a Survey or Questionnaire
The Takeaway: Capturing Data and Marketing Research

CH6. Uncovering Insights from Data:
Reflection and Interpretation
Examining and Synthesizing Data from Market Research
Organize the Data into Groups
Addressing Equity for All Users
Organizing Data to Address Pain Points
Conducting a Needs Assessment for Empathic Library Marketing Solutions
Finding Your Target Audience
The Takeaway: Reflection and Analysis
CH7. Brainstorming or Ideating Solutions
Brainstorming for Solutions
Setting up Ground Rules
Creative Brainstorming Strategies
The Importance of Brainstorming to Understand the Users' Needs

The Takeaway: Brainstorming to Develop Solutions
CH8. Crafting Empathic Library Marketing Solutions through Prototyping and Testing
Library Marketing Solutions (Ideas, Tactics, and Strategies)
The Differences Between Library Marketing Solutions, Channels, Campaigns, Goals, and Strategies
Comparing a Marketing and an Action Plan: Understanding the Distinctions
Crafting a Marketing Plan
Prototyping an Empathy-driven Library Marketing Solution
Testing the Effectiveness of a Library Marketing Prototype
Tools and Techniques for Continuous Improvement in Prototyping