The Digital Strategy ofCharlotte Mecklenburg

Library

Table of Contents

IntroductionWorkgroupsGuiding PrinciplesNext StepsContact InformationAppendix

Introduction

In October 2013, the Library Board of Trustees adopted a Strategic Plan that will serve as a guide for the future planning for Charlotte Mecklenburg Library over the next three years. One of the three strategic goals of this plan was to “Innovate to support 21st century access.” Today’s patrons are digital consumers in many areas of their lives and the library recognizes the need to meet patrons on the digital landscape. The goal to provide a robust digital experience affects the library’s collection, programming, and staffing as well as its processes and procedures. Library administration, acknowledging the tremendous importance and scope of the Digital Strategy Project, extended the opportunity to participate to all Library staff. Seventy-six staff members from all departments and from of all positions began the research phase in November 2013.

The Workgroups and the Steering Committee

The Digital Strategy project was divided into five unique workgroups, tasked with researching, identifying, and formulating the best possible solutions for the Library’s Digital Strategy. These solutions, or Guiding Principles, serve as guidelines for the organization’s digital future.

The Workgroup’s efforts were coordinated and managed by the Steering Committee, which guided each workgroup in their progress.

The Steering Committee

The Steering Committee collaborated with each Workgroup’s efforts, serving as a catalyst and guide to their work, while systematically organizing a comprehensive vision for the entire project.

The Steering Committee also worked with the Project’s Advisory Board made up of library leadership and community advisors, keeping them informed of the project’s progress and responding, in turn, to their input.

Content WorkgroupResponsible for recommending guiding principles for the Library’s current and future digital content:

● Who will create content?● What types of content should be

explored?● How will content be accessed?

Reviewed best practices from other libraries and other industries that organize and disseminate digital content to customers/users.

Responsible for recommending guiding principles on how to best foster community within a digital space. This workgroup extensively covered social media, digital programming, and interactive user experiences.

Community Workgroup

Digitization Workgroup

Responsible for recommending guiding principles for the Library’s digitization efforts. Evaluated current best practices seen in other libraries, and outside industries. Explored ways to produce community digitization projects utilizing the community’s local, unique content.

User Experience Workgroup

Responsible for recommending guiding principles for creating an improved and intuitive digital interface. Customer navigation, usability, and communication within the digital platform fell under this workgroup’s scope.

Infrastructure Workgroup

Responsible for recommending guiding principles in regards to the infrastructure and technology needed in order to implement all Digital Strategy goals. Created side by side comparisons on current vendor solutions to address current and future needs.

Advisory BoardOrganized and developed the initial project plan, identified a Project Manager, and extended the invitation for staff to participate within the library system. Encouraged a broad view perspective while providing guidance to the Steering Committee and the Project Manager as the work progressed. This Council was made up of members from the Executive Leadership Team as well as a Technology Industry Expert.

The Guiding Principles

Unifying Digital: One login. One interface. One platform.

Guiding Principle: Create and present a unified digital platform that empowers customers to access the Library’s entire digital collection as well as library services with only one login.

Richland Public Library

Unifying Digital: One login. One interface. One platform.

A single search box will provide library customers with a comprehensive list of library collection materials, programs and other resources.

Des Moines Public Library

This digital platform will retain the same consistent and available support of librarians and information professionals accessible at branch locations.

Unifying Digital: One login. One interface. One platform.

Examples: Single search, one login for all vendor products, Bento Box Search Results

See: Richland Public Library, University of North Carolina at Chapel Hill

Unifying Digital: One login. One interface. One platform.

Richland Public Library

Removing Barriers : Access to everything, anywhere.

Guiding Principle: The Library’s digital space will offer the same level of service online that is delivered during in-person interactions. Core services such as reference, reader's advisory, program delivery, card application and replacement, fine processing, and password assistance will be seamlessly translated onto the digital platform.

This platform will be responsive and mobile friendly, supporting browsers on multiple devices and operating systems.

Removing Barriers : Access to everything, anywhere.

Bibliocommons

Removing Barriers : Access to everything, anywhere.

In evaluating the digital platform, the Library will include user interface testing and feedback from diverse segments of the community to ensure that resources are not only of high quality but also easy to access.

Removing Barriers : Access to everything, anywhere.

The Library will seek solutions and partnerships to address the digital divide in the Charlotte Mecklenburg community. The Library will continue to provide technology education, free access to computers and the Internet, and inexpensive access to printers and other resources.

Removing Barriers : Access to everything, anywhere.

Universal design* elements will be a priority in the development and ongoing maintenance of the digital platform.

As with physical spaces and collections, the Library will comply with ADA requirements and make digital materials accessible for all customers, including those with disabilities.

*Measures for creating inherently accessible spaces for all, including older adults, people without disabilities and people with disabilities

The Library will also explore ways to minimize language barriers through automated translation tools, selection of foreign language resources, and/or lowered reading levels of English text.

Removing Barriers : Access to everything, anywhere.

See: Chicago Public Library Spanish

Chicago Public Library

Fostering an Interactive Digital Community

Guiding Principle: The Library is at the nexus of information, reading, culture and community in Charlotte and Mecklenburg County. The Library will encourage both people and information to move fluidly between both physical and digital spaces. We plan to leverage this position online by providing opportunities for customers to connect with Library staff, collection materials and resources, and each other. The digital platform will engage community members through multiple interactive features.

Image

Des Moines Public Library

The digital platform will allow members of the public, with staff or volunteer moderation, to comment on Library programming, as well as to share additional information about relevant community events. The Library 3.0 Social Media team will also showcase the Library on major social media sites and remain responsive to community comments or questions.

Fostering an Interactive Digital Community

Examples: Online discussions, Social network applications, Gamification, Content creation and sharing, Channels for public comments/feedback

See: King County Library’s Readometer App, Goodreads Groups, Reddit Books, Reddit Author AMA, Foursquare

Fostering an Interactive Digital Community

King County Library

Empowering The Individual

Guiding Principle: Users of the digital platform will have the freedom to customize their experience. The Library maintains its commitment to privacy as a foundation for Intellectual Freedom while offering optional personalization tools.

Patrons will continue to manage their digital profile and borrowing accounts online.

Empowering The Individual

Examples: User generated lists, Recommended titles and programs, Saved search history, Subscriptions and notifications, Social Media Integration

See: Amazon, Goodreads, Netflix, New York Public Library User Profiles

Reaching Farther with Programming

Guiding Principle Through the digital platform, the Library will have the opportunity to provide digital programming and services to customers twenty-four hours a day. New digital tools will be utilized to extend traditional library services outside of branch locations.

New York Public Library

Reaching Farther with Programming

Examples: Interactive forums for book clubs, Guided library branch tours, Livestreamed storytimes, Live or archived performances/lectures, and Computer classes and trainings.

See: Live from NYPL, Darien After Dark

Goodreads

Preserving our Past

Guiding Principle: The Library will renew its commitment and duty to preserve Charlotte and Mecklenburg County’s local and genealogical history by creating and curating digital exhibits and database resources from the archives of the Robinson-Spangler Carolina Room.

Charlotte Mecklenburg Library

In an effort to ensure that this knowledge and data will be available for all future generations, these collections must be digitally preserved and developed with sustainability in mind, showcasing items of unique and historical value not found online through other libraries, databases, or websites.

Preserving our Past

Digital NC

Once selected, these items will be digitized utilizing a combination of vendor or in-house solutions, adhering to best practice, copyright laws, and industry standards.

Preserving our Past

All digitized items will be discoverable not only from the Library’s digital platform, but also on major search engines, and the Digital Public Library of America [DPLA], ensuring that everyone can have free access to the rich history of Charlotte and Mecklenburg County.

Preserving our Past

Examples: Online exhibits, Community transcription projects, Metadata tagging games

See: Digital Public Library of America, NYPL’s What’s on the Menu Project, Monroe County Public Library’s Flickr, Digital NC’s Newspaper Project, Metadata Games

Preserving our Past

Chicago Public Library

Equipping Staff for the 21st Century

Guiding Principle: The digital platform will empower Library staff to create and curate content, while serving customers at point of need. Adequately supporting and training staff to adjust to these coming changes will be a high priority for the Library.

Chicago Public Library

Equipping Staff for the 21st Century

Examples: Content Management System, Book Recommendations, Blogs, Podcasts, Instructional Videos

See: Chicago Public Library Staff Picks, Los Angeles Public Library Podcasts, NYPL Blogs, Bibliocommons CMS

Richland Public Library

Supporting Sustainable, Nimble and Innovative Progress

Guiding Principle: Decisions regarding infrastructure needed to support the Library’s Digital Strategy will be made in collaboration with County IST, Library leadership, and Library staff.

A rubric will be applied to assess the following when considering any technology for acquisition, renewal or upgrade:

➔ service orientation➔ cost-effectiveness➔ reliability➔ security➔ sustainability

These open standards will ensure transparency, financial stewardship, and fairness in judging potential infrastructure.

Supporting Sustainable, Nimble and Innovative Progress

➔ flexibility➔ scalability➔ interoperability➔ openness➔ strategic alignment

Next Steps

➔ Feedback from ELT

➔ Staff Input Piece

➔ Community Input Piece

➔ Revision and Implementation Plan

Contact Information

Chantez Neymoss - Project Manager:

cneymoss@cmlibrary.org

Seth Ervin - Steering Committee Lead:

servin@cmlibrary.org

Janet Goretti - Steering Committee Co-Lead:

jgoretti@cmlibrary.org

Project ParticipantsSteering Committee

Team Lead: Seth Ervin

Co-Lead: Janet Goretti

Content: Tom Cole & Leanda Gahegan

Digitization: Mimi Curlee & Michael Bartlett

Community: Beck Gorman & Eric Hartman

Infrastructure: Asa Yoel & Rachel Kubie

User Experience: Ursula Guidry & Malcolm Plummer

Content Workgroup

Team Lead: Amy Richard Co-Lead: Angel Truesdale

Staff Content Tools: Paul DeVillo, Lydia Towery, Vicki Huffman

Digital Patron Content Development: Krisiti Madron, Angel Truesdale, Mary Kyle

Search/Discovery Tool: Bruce Edelman, John Swearingen, Marilyn Foulke

Explore Creating a Library owned Platform for e-content: Trilby Meeks, Jori Frazier, Kim Arlia

Project Participants

Digitization Workgroup

Team Lead: Christen Higgins Co-lead:Leslie Kesler

Members: Jeff Arnold, Paulina Barrier, Nathan Cook, Ed McDonald, Lois Kilkka, Jamey Rorie

Community Workgroup

Team Lead: Amrita Patel Co-lead: Alicia Finley

Children's Services:Cathy Cartledge, Brian Hart, Maeve Cunningham

Teen Services: Jimmeka Anderson, Marcy White

Adult Services:Lawrence Turner, Christie Buchanon-Wellmon, Dot Siler

Social Media: Alicia Finley, Linda Katzman, Leah Yeomans

Infrastructure Workgroup

Team Lead: Bethany Scott Co-lead: Peter Jareo

ILS: Peter Jareo, Michael Englebrecht, Tyler Mayser, Gary Rautenstrauch

Search/Discovery interface: John Peitzman, Kenya Sloan, Juliana Dyson, Bethany Scott

Hardware: Frank Blair, Gail Stem, David Sniffin

Other Members: Cliff Dupuy

Project Participants

User Experience Workgroup

Team Lead: Amy Wyckoff Co-Lead: Mike Wozniak

Information Architecture: Vickie Chapman, Linda Tarney, Mike Wozniak, Nelson Engelbrecht

Visual Design: Sheila Bumgarner, Jeremy Lytal, Malcolm Plummer, Rosanne Losee

Interaction Design: Heidi Flythe, Mercede Walker, Amy Wyckoff, Harold Escalante

Advisory Board

Project Manager: Chantez Neymoss

Community and Industry Advisor:Gary Rautenstrauch

Advisors:David SingletonLeonora KaufmannFrank BlairLinda Raymond

Appendix

Compiled Research Can Be Accessed Here