Appendix H: FamilySearch Center Standards Guide for Leaders
What Is the Purpose of FamilySearch Centers?
FamilySearch centers and the FamilySearch.org website provide helpful guidance to individuals researching their ancestors.
The Family History Department purpose statement reads: “We enable inspiring journeys that bring joy to all people as they discover, gather, and connect their family—past, present, and future.” FamilySearch centers are a resource available to anyone in the community, regardless of Church membership status. "Anyone is welcome to use these centers" (General Handbook: Serving in The Church of Jesus Christ of Latter-day Saints, 25.3.6, ChurchofJesusChrist.org).
FamilySearch Center Offerings
FamilySearch centers offer resources not found on the FamilySearch.org website:
- Center staff members provide free personal help to anyone looking for family history information.
- Centers provide limited-access records that are not available elsewhere, computers, printers, and internet access.
- Centers offer valuable family history website subscriptions for free.
FamilySearch Center Experience Principles
The FamilySearch center may provide discovery experiences to make personal and family connections. Centers offer meaningful opportunities for service to local community members. The following quality standards and associated principles may help staff members ensure that guests have the best experience possible during their visits.
Inspiration
Inspiration consists of the following characteristics:
- Being humble and teachable.
- Having the courage to act.
- Providing what is best for each individual you serve.
Associated Experience Principle
- Personal: Make the experience relevant to individuals and their connection to their family.
Trust
We want to create trust in everything we do. We also look for ways to increase the trust others have in us. Some ways we can continue to keep and build trust include:
- Keeping information and records safe and ensuring that the information we share is accurate and of high quality.
- Avoiding shortcuts and striving to always do the right or best thing.
- Identifying and correcting miscommunications or misunderstandings.
- Using family history tools and products to consistently increase our knowledge.
Associated Experience Principles
- Authentic and Honest: Use real examples and real stories about real people. Allow visitors to discover and voice feelings about their experience.
- Positive: Help guests feel empowered in their effort to learn about their family history. Help them discover they can do it.
Kindness
We display kindness by treating individuals and their ancestors with love, dignity, and respect. Some ways we can show kindness to our guests include:
- Being willing and able to serve a guest in any scenario and understanding that every person is unique and valued.
- Avoiding contention and judgment of others.
- Being approachable and keeping conversations uplifting, meaningful, and appropriate.
Associated Experience Principles
- Welcoming: Consider all demographics and ethnic groups. Welcome everyone and kindly offer assistance.
- Empathetic: Listen to guests. Get to know them and what motivates and inspires them. See and speak from their perspective.
Effectiveness
We show effectiveness by performing our roles in such a way that guests have a personally meaningful experience. Additionally, being effective means that we use our time and resources wisely. Some ways to accomplish this include:
- Knowing the correct answers or knowing where to find the correct answers.
- Focusing on what is essential and beneficial for the guest.
- Empowering guests to become self-reliant in their family history efforts.
- Remembering that our purpose is more important than our tasks.
Associated Experience Principle
- Motivating: Make it simple to find a quick success and a connection, and help guests recognize successes as their own.
Simplicity
We want to make family history simple. Some ways we can do this include:
- Providing experiences that are simple, even if it makes your job harder.
- Focusing on experiences to delight the guest regardless of age or geography.
Associated Experience Principle
- Simple: Use simple and common language. Avoid authoritative, institutional, or business language.
Think about the needs of your community when considering your center experience.
Your facilities manager will receive a copy of the FamilySearch Center Signage and Standards Guide linked below which contains FamilySearch center design standards and sign usage.
FamilySearch Center Signage and Standards Guide
Exterior and Interior Principles
The FamilySearch center is designed to be a starting point in the discovery of family history work. The center welcomes a diverse range of ages, interests, and backgrounds. Each experience is designed to meet individuals where they are, as though the experience is designed especially for them.
Ensure that the exterior and interior of the center are welcoming, tidy, and clutter free. In addition, be sure to display and provide correct contact information so the center is easy for people to locate. It is not necessary to make expensive improvements to your center space, but consider simple changes that would make the space more inviting to your community.