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Who “owns” your Digital Branch? Who makes decisions about your library’s website? Is it: a. the techie folks, b. the marketing staff, c. librarians d. administrators e. all of the above. If you answer “e”, you’re right. Developing the library’s digital presence is everyone’s job. This presentation will introduce you to how the Topeka and Shawnee County Public Library staff works as a team to provide the best digital library experiences for our customers. You’ll hear: - How the creative process works on a daily basis, including integration of social media- How to set administrative, technical, and service and content goals and expectations- How the organization needs to flex and change to recognize and utilize the strengths and unique skills of all staff involved in the creative process.
Citation preview
Designingthe
Digital Branch
Gina Millsap & David Lee King | Topeka & Shawnee County Public Library | tscpl.org
it’s Everyone’s Job!
Topeka & Shawnee County Public Library
auxiliary unit
permanent basic collection
permanent paid staff
regular schedule
Digital Library QuizWho owns the Digital Branch? a. Digital Services b. Collections c. Administration d. Marketing/Communications e. Public Services f. Customers g. All of the above
3 Goals:1. all services will be physical & digital 2. we’ll use the web to build unique stuff3. to some, the digital branch will be their only branch
TSCPL.ORG
Customer Benefit - Why use theDigital Branch?
feel part of "library club"
have a better life, e.g. get healthy
meet work, life, educational needs, e.g. find a job
solve a problem
find something fun to do
get a meeting room
find something good to read, view, etc.
convenience
library service their way
my library is there for me
Customer Experience - Why come back?
habit
value-added info
Don't leave them hanging
trust
conversation
connect to a larger community
meetfriends
one-stop shopping
currency & new stuff
fun
sense of "what's next?" and "there's always more"
convenience
User Experience - why our library's website?
easy communication
connect the dots
simple, but lots to do
no industry jargon
essential info always available
easy transactions
instant membership
convenient
local flavor
transparency
Library's Call to Action -What do we want them todo?
use our stuff - physical & digital
donate
connect with staff
attend programs
help themselves
ask us stuff
try new experiences
learn more about what we have to offer
choose their options for library service,e.g. building, bookmobile, mail
join the Friends
eat and shop
Main Topic
Digital Branch Plan Value Map 2012.mmap - 4/16/2012 - Mindjet
Value MapDigital Branch
Call to Action
Customer Benefit
no industry jargon
essential info always available
simple, but lots to do
instant membership
connect the dots ...
User Experience
convenient
easy transactions
easy communication
local flavor
transparency
trust
value-added info
connect to a larger community
don’t leave them hanging
habit
convenience
meet friends
currency & new stuff
one-stop shopping
Customer Experience
conversation
sense of “what’s next?” & “there’s
always more”
fun
It takes a libraryto build a digital branch.
we do?What do
Team-based
go where people gather
flickr.com/photos/beavis/2425374221/
How did we get here?
Rob’soffice
[I sit here]
flickr.com/photos/angietorres/4564135455/
flickr.com/photos/qubodup/3582881939/
Text
Current Goals
Text
Stuff
Text
Staff
customers first
flickr.com/photos/piet_musterd/1858568495/
How do weManage it?
flickr.com/photos/roozbeh11/2297004688/
everybodyhelps
flickr.com/photos/crystalflickr/2317183342/
Social Media Strategy & Goals
flickr.com/photos/7amanito/3039338366/
mobile-friendly
Know your customers!
flickr.com/photos/pitel/507791613/
flickr.com/photos/krisrex/156599860/
We learned: 77% of the segment “Inner City Tenants” are Library customers and have the 5th highest check out per customer.
We thought: people who live in east Topeka are generally underserved and are not big library users.
We learned: distance is not a good predictor for how certain services are used.
We thought: customers living farthest from the Library use the mailing service the most.
We learned: they check out more books than films.
We thought: people in rural Shawnee County prefer films over books.
Why?
Come visit!tscpl.org
& vote 4 Gina!
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