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The Digital Strategy of
Charlotte Mecklenburg
Library
Table of Contents
Introduction
Workgroups
Guiding Principles
Next Steps
Contact Information
Appendix
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.
Digital Strategy
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 Workgroup
Responsible 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 Board
Organized 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 Participants
Steering 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 Singleton
Leonora Kaufmann
Frank Blair
Linda Raymond
Appendix
Compiled Research Can
Be Accessed Here

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Digital Strategy

  • 1. The Digital Strategy of Charlotte Mecklenburg Library
  • 2. Table of Contents Introduction Workgroups Guiding Principles Next Steps Contact Information Appendix
  • 3. 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.
  • 4. 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.
  • 6. 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.
  • 7. Content Workgroup Responsible 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.
  • 8. 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
  • 9. 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.
  • 10. 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.
  • 11. 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.
  • 12. Advisory Board Organized 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.
  • 14. 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
  • 15. 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
  • 16. 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.
  • 17. 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
  • 18. 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.
  • 19. This platform will be responsive and mobile friendly, supporting browsers on multiple devices and operating systems. Removing Barriers : Access to everything, anywhere. Bibliocommons
  • 20. 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.
  • 21. 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.
  • 22. 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
  • 23. 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
  • 24. 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
  • 25. 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
  • 26. 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
  • 27. 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.
  • 28. 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
  • 29. 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
  • 30. 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
  • 31. 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
  • 32. 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
  • 33. 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
  • 34. 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
  • 35. 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
  • 36. 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
  • 37. 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
  • 38. 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.
  • 39. 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
  • 40. Next Steps ➔ Feedback from ELT ➔ Staff Input Piece ➔ Community Input Piece ➔ Revision and Implementation Plan
  • 41. 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
  • 42. Project Participants Steering 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
  • 43. 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
  • 44. 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 Singleton Leonora Kaufmann Frank Blair Linda Raymond