Dakota County Library Technology Plan 2014-2015

Dakota County Library
Technology Plan
2014-2015
Dakota County Library
1340 Wescott Road
Eagan, MN 55123
Library Director:
Ken Behringer
Contact Person Name:
Contact Person Mailing Address:
Contact Person Phone Number:
Contact Person E-mail:
Mike Turbes
1340 Wescott Road, Eagan, MN 55123
651-450-2991
[email protected]
Adopted by the Dakota County Library Board, February 13, 2014
URL for this Technology Plan:
http://www.co.dakota.mn.us/libraries/About/AnnualReport/Documents/TechnologyPlan.pdf
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Vision, Goals, Objectives, and Strategies for Technology
All library technology plans, projects and services are examined and considered in concert with the
County and Library mission statements, the County Strategic Plan, and the Technology Vision Statement
for the Library. The Library Technology Department cooperates and works with other County
departments to ensure that the needs of Dakota County residents are anticipated, understood and met.
County Mission Statement
The mission of the Dakota County government is to provide efficient, effective, responsive
government that achieves the Board of Commissioners' vision for Dakota County: a premier
place in which to live and work.
Dakota County Library Mission Statement
The mission of the Dakota County Library is to support lifelong learning for county residents of
all ages by:
 Anticipating and responding to their needs for information,
 Encouraging their desire to read, and
 Enriching the quality of life in their communities.
Technology Vision Statement for Dakota County Library
The people of Dakota County, in and through their Dakota County Library, will have convenient
access to library resources through proven technology. In the virtual and physical libraries, our
role will be to provide value-added products and services that guide and direct customers to
information and resources. Customers will be assisted as needed by a sufficient number of
knowledgeable, trained staff who can help them make the best use of both new and traditional
resources. Staff will be supported by up-to-date technology that ensures quality services that
are efficient and effective.
To support this vision we draw on these values:
We value acquiring and using technology to support the missions of the Library and the County.
We value the principles of intellectual freedom guiding the Library in developing access to
electronic resources, with customers responsible for what they choose to use.
We value making electronic information resources available to persons of all ages, physical
conditions and locations in Dakota County.
We value electronic resources extending library services, complementing other materials and
services provided by the Library, and where appropriate, substituting for equivalent resources in
other formats.
We value promoting electronic resources and complementary resources in other formats to all
residents of Dakota County, both current and potential customers.
We value staff interaction with customers, instructing them as necessary, assisting them in
locating, using and evaluating information, whether a customer is on library premises or
accessing library services from a remote location.
We value the ongoing offering of new and emerging resources delivered via new technologies.
We value the continuing education and training of Library staff in the use of electronic resources
and new technologies.
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We value adequate and reliable equipment through the use of a planned equipment and
software upgrade cycles.
In implementing the vision, the following principles will be followed:
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The Library strives for user-friendly interfaces for technology and, when possible, will
attempt to use software similar or identical to software people are familiar with using at
home, school, or work.
No one will be denied basic access to the library catalog or electronic databases in Library
buildings because of fees.
Charges to customers for using technology may include consumables for printing and other
supplies.
Customers may be denied Internet access based on compliance with current Library
circulation policies.
To the greatest extent possible, in-library and remote access to electronic resources will be
provided to customers.
The Library may need to restrict access in order to comply with copyright and license
agreements.
The Library will support and encourage efforts to enhance customer digital literacy.
The Library will endeavor to protect any user data created or collected in library
transactions in keeping with industry standards and state data privacy laws.
In implementing the vision, our strategies are:
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Develop information systems flexible enough to adapt to new technologies and their
opportunities.
Provide ongoing staff development so that Library staff can facilitate and educate
customers’ pursuit and use of electronic information resources.
Be active in relationships with vendors of electronic information to ensure intellectual
freedom, patron privacy, equity of access and user friendly methods of access.
Coordinate our efforts with those of other metropolitan public libraries, with schools and
higher education institutions, and with other units of county government.
Promote customer self-service.
Demographics
Dakota County Library, including its affiliate the South St. Paul Public Library, serves a population of
405,088 (2012 estimate) with a broad range of needs.
 11.1% are over age 65*
 25.4% are under age 18*
 6% live below the poverty line*
 11.2% speak a language other than English in their home*
 224,297 library card holders with activity in the past three years (352,301 total
borrowers).
*Source: U.S. Census Bureau
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Dakota County Library – Technology Department
The Dakota County Information Technology Department has been a leader in fiber-optic network
partnerships and installations. Due to this forward thinking and the associated funding, the Library
System has excellent fiber-optic network connectivity between our buildings and the county. This
enables us to effectively utilize other County IT services as well, including the public web site (both as an
information provider and an information receiver), Outlook email, Lync, voice-over-IP telephones,
Dakota Works (a centralized internal website for employee communications) and IFAS (the county
Enterprise Resource Planning System). The Dakota County Information Technology Department and
Library System have a service level agreement for maintaining, developing and upgrading the
telecommunications infrastructure supporting library services and operations. Where appropriate, the
library provides assistance with problem diagnosis and resolution for these systems. Depending on the
county for the mentioned services frees the library to concentrate on library customer-focused
applications, equipment, and services.
The Library Technology Department is responsible for the implementation, and management of
technology projects for the entire Dakota County Library System. The department also participates in
project evaluation and planning. Once a project is approved, the department will plan, purchase
necessary hardware and software, implement, test, and train staff for the new service. These activities
may include library staff, other agencies, vendors, and outside resources as needed. To ensure the most
effective pricing we participate in county and state in purchasing contracts. Where possible, we will seek
educational pricing in accordance with our mission. Inventories are maintained and verified annually by
the Library Technology Department.
The Department also provides support services for library customers and staff. The Department
maintains a Help Desk for library staff that is available seven days a week during all operating hours for
the nine library buildings and at least one hour prior to opening on weekends. The Library Help Desk
receives all staff calls related to library and county services. Realizing the Library’s significant public
interaction and the impact on customer services, the Library Technology Department staff strives to
provide immediate diagnosis and solutions to the problems. Support issues for county services are
forwarded to the County Help Desk if the Library Help Desk is unable to resolve them locally. In 2013,
over 5300 calls were handled by the library help desk. Over 500 online support tickets were also
submitted to the library help desk.
Specialized library applications and services are supported by Library Technology Department staff and
through maintenance contracts with vendors.
We collaborate with several external agencies.
 MELSA (Metropolitan Library Service Agency) - the regional federation of metro city and county
libraries which works to provide cooperative services and cost-savings to member libraries.
 MnLink – the statewide information system linking public, academic and school libraries using a
portal allowing customers to access materials from other library systems throughout the state
and the country.
 Minitex – an information and resource sharing program of the Minnesota Office of Higher
Education and the University of Minnesota Libraries, which provides support to MnLINK
software as well as providing access to the Electronic Library of Minnesota (ELM).
Acknowledging that the primary aim of library technology is to improve and support the customer
experience, the Library Information Services Department has been incorporated into the Library
Technology Department. Information Services provides direct service to customers through
communication, digital initiatives, community engagement, information literacy and education,
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reference and readers’ advisory services, and staff training/competencies. Information Services also
encompasses the Inter-Library Loan Department which uses VDX software to both supply and acquire
library materials for library customers.
Current staffing – 6 FTE plus 3 FTE in Information Services and Inter-Library Loan
Equipment and systems supported
All library computers and devices are maintained and supported by the Technology Staff. This includes
over 530 computers and printers plus a wide variety of peripheral devices. Additionally, 25 software
systems are supported. See Appendices A and B for a detailed list.
The Library Technology Department partners with other library departments to identify, implement, and
support services for the staff and public by identifying and recommending technologies.
The department provides desktop support in the library for:
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Setting up new computers
Upgrading existing computers
Installing and maintaining software
Providing scheduled and unscheduled maintenance
Support and trouble-shooting
Ensuring compliance with licensing requirements
Assuring the security of PCs, using automated systems to install patches and scan for
unauthorized software.
Needs Assessment
Customer and staff input are received and considered for new services and improvements to existing
services. Comments and suggestions are currently received via:
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Public surveys (Counting Opinions, Edge and Impact survey, adhoc)
Staff Surveys
Comment cards – Comment cards are available for customers at all buildings. These cards are
responded to by the appropriate staff. We regularly receive technology related comments.
Email comments – Similar to the comment cards, customers often submit their comments via
email to our AskALibrarian email reference service.
Social Media comments and suggestions.
The Library Technology Department actively monitors and seeks out trends affecting library services and
operations looking for opportunities to improve services for customers and staff. We strive to be on the
leading edge of services offered to our customers making sure that the services are reliable before
implementation. Regular participation in conferences, workshops, and committees allows staff to
interact with peers and industry representatives for discussion of trends and emerging opportunities.
Appendix C contains a sampling of additional resources used in monitoring trends.
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Observed Trends
Mobile and tablet computing
With the rise of mobile computing, library customers have growing expectations that library
technologies will keep pace with their needs and desires. Library services that have been
traditionally delivered in a physical format are being delivered electronically. Libraries must stay
on top of the changing needs of their customers, both in providing the technologies as well as
the digital literacy skills needed to operate them.
Digital Access and Literacy
For many people in the community, the library provides the only digital access that they have.
Customers expect library staff to have the expertise in multiple technologies and devices.
Because many of the services provided by the library are delivered electronically, they have a
role in not only providing access but in providing customers with the skills staff need to use
those services.
Innovation labs and spaces
Spaces that support active learning are becoming more and more common in public libraries.
These spaces provide users with the opportunity to create video, audio, print and 3D content.
Challenges
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Managing technological change
Rapid changes in industry and services offered by library
Ongoing training for staff and customers
Varying technological skills of customers and staff
Variety of equipment used to access library services
Expectations that systems will be available 24 hours a day 7 days a week
Intense public use of network bandwidth and equipment
2014 Goals and Objectives
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Review and improve, where justified, information aggregation to improve customer access and
service.
o Enhance eBook integration by implementing eResource Central
o Review online payment options
o Implement latest 3M selfcheck software upgrade
o Evaluate of selfcheck barcode readers for smartphones
o Upgrade telephone notification system (Telecirc/TM3)
o Review staff training opportunities
o Review and document major systems uptime performance
o Review disaster recovery plans and update as needed
o Review Innovation Lab developments
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Review and improve, where justified, library hardware and software.
o Improve internal communications using Lync 2013 including implementation and
training for library staff
o Remain within one release of Symphony software upgrades
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Remain within one release of Enterprise software upgrades
Remain within one release of eCommerce software upgrades
Provide assistance for building remodeling projects
Ensure public computers are replaced at the 5 year replacement cycle
Ensure staff computers are replaced at the 5 year replacement cycle
Review and improve, where justified, systems to assist Library Administration analyze statistical
and administrative measures in support of Library and County objectives.
o Evaluate SirsiDynix Analytics as a reporting tool for Symphony
o Review CollectionHQ usage for collection development
o Complete annual review of maintenance contracts
2015 and beyond Goals and Objectives
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Review and improve, where justified, information aggregation to improve customer access and
service.
o Continuous library and technology trend review with detailed exploration of those with
most promise for Dakota County Library.
o Continue existing collaborations and partnerships as appropriate
o Explore new collaborations and partnerships as appropriate
o Review Innovation Lab developments
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Review and improve, where justified, library hardware and software.
o Ensure software updates are maintained at appropriate versions
o Ensure hardware replacement cycle is maintained
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Review and improve, where justified, systems to assist Library Administration analyze statistical
and administrative measures in support of Library and County objectives.
o Evaluate expiring contracts and renegotiate as needed
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Review and improve, where justified, training opportunities to improve customer service.
o Provide training opportunities for support staff as needed
o Continue developing staff training for library systems
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Dakota County Library Technology Accomplishments
2013
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TechLogic Materials handling system upgrades at Burnhaven, Wentworth, Wescott
Installation of Materials Handling system at Inver Glen
Simley High School removed from Symphony
Expanded Reader Bar to Galaxie, Burnhaven, and Wentworth
Enterprise 4.3 installed
Public Scan/Fax stations installed at Wescott, Galaxie and Burnhaven
Participated in alpha and beta testing for new 3M self-check software
Updated Symphony to v3.4.1 SP3
Participated in pilot testing of SirsiDynix MobileCirc
Reviewed eResource Central
Installed digital signage in all building except Inver Glen and Farmington which will be completed
when they are remodeled.
Began Collection HQ performance review
Implemented staff training programs
Replaced 86 public computers
Replaced 49 staff computers
Upgraded Envisionware pcReservation software and hardware
Upgraded eCommerce software
2012
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3M Cloud Library implemented
Zinio digital magazines implemented
Boopsie mobile app implemented (MELSA cooperative project)
IFAS implementation for library (County IT cooperative project)
Symphony EDI with IFAS (County IT cooperative project)
Library social media presence established
Enterprise public catalog implemented
Collection HQ implemented
Phone system upgrades completed (County IT cooperative project)
TechLogic materials handling systems maintenance contract reviewed
Lifts for delivery bins purchased
RFID set check-in updates completed
Mobile RFID cart evaluated
iKnow for staff access to library resources implemented
ILC lab computers replaced
Lync usage in library expanded
2011
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Symphony go-live 1/13/2011
Symphony upgrades completed
Burnhaven Remodeling activities completed
RFID implemented
Materials Handling systems updated for RFID
Public and staff computers updated to Windows 7 and Office 2010
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34 public computers replaced
26 staff computers replaced
Staff training for eBooks and app use
Credit card payments implemented at self-checks
Lync installed (County IT cooperative project)
Receipt printers replaced
Customer self-service email and PIN implemented
Network infrastructure upgrades (County IT cooperative project)
Annual evaluation of internet capacity.
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Appendix A: Technology Inventory
App Name
Symphony
Enterprise
Standard Interchange
Protocol
EzProxy
TeleCirc (TM3)
WebReporter
3M CIMS
E-commerce
(Envisioware)
ICVerify
EnvisionWare
Tightrope Media
Websense
Evanced
App Description
Manages inventory
records, customer
accounts and
acquisitions
Middle tier application
that supports Z39.50,
NCIP and customer
access to Symphony
Provides access to
Symphony from third
party applications
related to self-service
technology
Utilizes Symphony
customer data to
determine eligibility to
use library resources
Telephone notifications
and item renewal
support for Symphony
customer accounts
SQL reporting tool and
scheduler based on
Micro Strategies 1.4
Central management
for 3M self-checks and
security gates
Web-based credit card
payments for customer
accounts in Symphony
Credit card payments at
the 3M self-checks
Provides
queue/time/print
management for public
PCs
Digital signage system
Internet filtering to
meet e-rate/CIPA
compliance
Web-based event
calendar with
registration and room
reservation. Integrated
with MELSA calendars.
App Number of Users
Contract Expiration
Unlimited
Unlimited
Unlimited
5 simultaneous calls
Upgrade Q1 2014
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Drupal
Cisco
Centurion
Symatec Ghost
MnLINK/VDX
Boopsie
Overdrive
3M Cloud Library
OneClick Digital
Collection HQ
Electronic Databases
Zinio
Library staff intranet
Wireless access points
for WIFI and centralized
management
Public PC auto wake-up
and shut down, disc
protection.
Maintains standard
images and pushes out
updates
Utilizes Z39.50 to
search participating
Minitex regional library
systems for ILL
Library remote app
e-Book vending
e-Book vending
e-Audiobook vending
Comparative tool for
selection/de-selection
of items in library
collections
eResource collection of
research tools from
various third party
vendors
e-magazine vending.
MELSA sponsored.
Unlimited
Unlimited
Unlimited
Unlimited
Unlimited
Xx/xx/xxxx
Approx. 80
Varies
Unlimited
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Appendix B: Hardware Supported
Hardware
Quantity
Audience
Internet computers
213
Public
Public Access Catalog (PAC)
computers
68
Public
Mobile Computer Lab
12
Public
Children’s AWE computers
21
Public
Self-check stations
28
Public
Copier/Printers
20
Public/Staff
Scan/Fax Stations
3
Public
Microfilm Reader/Printers
4
Public
Wi-Fi Access Points
9
Public/Staff
Coin boxes
21
Public
Automated Materials Handling
Systems
9 (after mid-2014)
Public/Staff
Digital Signage
9
Public
Staff Computers
170
Staff
Security Gates
9
Public
Scanners
60
Staff
RFID Pads and software
60
Staff
Receipt Printers
30
Staff/Public
Telephone notification/renewal
1
Staff/Public
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Appendix C – Monitoring Technology Trends
There are a number of resources used by Library staff to stay abreast of the latest technologies and
trends affecting libraries and our customers. The following are some examples.
Professional Journals
- Computers In Libraries
- Online
- Online Searcher
Local, Regional, and National Conferences
- Minnesota Government IT Symposium – state conference
- Library Technology Conference – regional conference
- COSUGI – SirsiDynix national conference
- Computers in Libraries – national conference
- Internet Librarian – national conference
Professional Organizations
- MELSA – multiple committees and teams
- UMRUG – regional customer user group for SirsiDynix
Special interest Web Sites
- Pew Internet
- Library Technology Guides
- Tech Soup
- Webjunction
Staff Interest and Feedback
- Staff input based on their professional and personal interests
Webinars and Programs sponsored by vendors such as 3M, SirsiDynix, Evanced, Boopsie, OCLC, and
others.
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Appendix D – Performance Trend Data
Internet and WiFi Usage 2011- 2013
500,000
450,000
400,000
350,000
Combined users
300,000
Combined hours
250,000
Internet users
200,000
Internet hours
150,000
WiFi users
WiFi hours
100,000
50,000
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2011
2012
2013
Combined usage remains strong with internet computer usage trending down while WiFi usage is
increases. WiFi usage is not limited by policies.
Internet computer policies need to be reviewed based on this information.
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Enterprise use for 2013
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6.8 million page views
1.1 million visits
8 minutes on average spent on site per visit
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External access only - December 2013
o 67% of total visits to Enterprise
o 60% of external access is Chrome, Safari or Firefox
o 63% use Windows, 14% IOS, and 11% Macintosh
o Mobile users - 66% use IOS and 32% use Android
Public web page use for 2013
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2.8 million page views
1.5 minutes average spent on site per visit
Mobile App use for 2013
2013 Monthly average (Jan-July)
Platform
Android
iPhone
iPad
iPod
BlackBerry
Browser
Java
Java/Windows8
Java/WindowsPhone
Palm
WinMo
Symbian
Total
users percent of total
818
35.20%
889
38.25%
467
20.09%
117
5.03%
6
0.25%
22
0.96%
1
0.02%
3
0.12%
1
0.06%
0
0.00%
0
0.01%
0
0.00%
2324
100.00%
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Internet utilization for 2013
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