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Designing
  the
Digital Branch
   it’s Everyone’s Job!
Gina Millsap & David Lee King | Topeka & Shawnee County Public Library | tscpl.org
Topeka & Shawnee County
     Public Library
Designing the Digital Branch: it's Everyone's Job
Designing the Digital Branch: it's Everyone's Job
auxiliary unit

permanent basic
collection

permanent paid
staff

regular schedule
Digital Library Quiz
  Who 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 stuff
3. to some, the digital branch will be their
only branch
Designing the Digital Branch: it's Everyone's Job
Value Map
            use our stuff - physical & digital
                                        donate
                           connect with staff
                            attend programs
                                                          Digital Branch
                                                                       Main Topic




                                                                                                                                           feel part of "library club"

                             help themselves                                                                                               have a better life, e.g. get healthy
                                                    Library's Call to Action -                                                             meet work, life, educational needs, e.g. find a job
                                    ask us stuff
                                                    What do we want them to
                        try new experiences         do?                                                                                    solve a problem

   learn more about what we have to offer                                                              Customer Benefit - Why use the      find something fun to do

   choose their options for library service,                                                           Digital Branch?                     get a meeting room
   e.g. building, bookmobile, mail
                                                                                                                                           find something good to read, view, etc.
                              join the Friends
                                                                                                                                           convenience
                                   eat and shop
                                                                                        TSCPL.ORG                                          library service their way
                                                                                                                                           my library is there for me
          easy communication
              connect the dots
                                                                                                                                                habit
          simple, but lots to do
                                                                                                                                                value-added info
             no industry jargon
                                                                                                                                                Don't leave them hanging
essential info always available
                                         User Experience - why our library's website?                                                           trust
             easy transactions
                                                                                                                                                conversation
           instant membership                                                                                                                                                         meet
                     convenient                                                                     Customer Experience - Why come back?                                              friends
                                                                                                                                                connect to a larger community
                     local flavor
                                                                                                                                                one-stop shopping
                  transparency
                                                                                                                                                currency & new stuff
                                                                                                                                                fun
                                                                                                                                                sense of "what's next?" and "there's always more
                                                                                                                                                convenience
Call to Action
Customer Benefit
User Experience
easy communication        connect the dots ...
simple, but lots to do     no industry jargon

                       essential info always
          transparency available

                             easy transactions
                         instant membership
                           convenient
                                   local flavor
Customer Experience
don’t leave them fun    habit meet friends
hanging         conversation
                           value-added info
                             sense of “what’s
                     trust next?” & “there’s
                                always more”
                              convenience
                                 connect to a
                            larger community
                          one-stop shopping
                       currency & new stuff
It takes a library
to build a digital branch.
Designing the Digital Branch: it's Everyone's Job
Designing the Digital Branch: it's Everyone's Job
Designing the Digital Branch: it's Everyone's Job
What do
 we do?
Designing the Digital Branch: it's Everyone's Job
Designing the Digital Branch: it's Everyone's Job
Designing the Digital Branch: it's Everyone's Job
Designing the Digital Branch: it's Everyone's Job
Designing the Digital Branch: it's Everyone's Job
Designing the Digital Branch: it's Everyone's Job
Team-based
Designing the Digital Branch: it's Everyone's Job
flickr.com/photos/beavis/2425374221/




    go where
people gather
How did
we get
here?
Rob’s
office

[I sit here]
flickr.com/photos/angietorres/4564135455/
flickr.com/photos/qubodup/3582881939/
Text




Current Goals
Stuff
        Text
Text




Staff
Designing the Digital Branch: it's Everyone's Job
customers first

flickr.com/photos/piet_musterd/1858568495/
How do we
Manage it?
everybody
                         helps
flickr.com/photos/roozbeh11/2297004688/
flickr.com/photos/crystalflickr/2317183342/
flickr.com/photos/7amanito/3039338366/




Social
Media
Strategy
& Goals
Designing the Digital Branch: it's Everyone's Job
Designing the Digital Branch: it's Everyone's Job
Designing the Digital Branch: it's Everyone's Job
mobile-
friendly
Know your
customers!
flickr.com/photos/pitel/507791613/
flickr.com/photos/krisrex/156599860/
Designing the Digital Branch: it's Everyone's Job
Designing the Digital Branch: it's Everyone's Job
Designing the Digital Branch: it's Everyone's Job
We thought: people who
live in east Topeka are
generally underserved and are
not big library users.




                                We learned: 77% of the segment
                                “Inner City Tenants” are Library
                                customers and have the 5th highest
                                check out per customer.
We thought: customers living
farthest from the Library use the
mailing service the most.




                                    We learned: distance is not a
                                    good predictor for how certain
                                    services are used.
We thought: people
in rural Shawnee County
prefer films over books.




                          We learned: they
                          check out more
                          books than films.
Designing the Digital Branch: it's Everyone's Job
Designing the Digital Branch: it's Everyone's Job
Designing the Digital Branch: it's Everyone's Job
Designing the Digital Branch: it's Everyone's Job
Designing the Digital Branch: it's Everyone's Job
Designing the Digital Branch: it's Everyone's Job
Designing the Digital Branch: it's Everyone's Job
Designing the Digital Branch: it's Everyone's Job
Designing the Digital Branch: it's Everyone's Job
Why?
Come visit!
tscpl.org
& vote 4 Gina!

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