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!