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 increasingly digital consumers in many areas of their
lives and the library recognizes the need to meet patrons on the digital
landscape. Library administration, acknowledging this tremendous shift
initiated the Digital Strategy Project, and extended all Library staff an
opportunity to participate. Seventy-six staff members from all
departments and from of all positions began working on the project with
the research phase beginning 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.

5.
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.

6.
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 / utilized?
● How will content be accessed?
Reviewed best practices from other
libraries and other industries that
organize and disseminate digital content
to customers/users.

7.
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

8.
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.

9.
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.

10.
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.

11.
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
Community Member Advisor.

12.
The Guiding Principles

13.
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

14.
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

15.
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.

16.
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

17.
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.

18.
This platform will be responsive and
mobile friendly, supporting browsers on
multiple devices and operating
systems.
Removing Barriers : Access to everything, anywhere.
Bibliocommons

19.
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.

20.
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

21.
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

22.
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.

23.
Fostering an Interactive Digital Community
Guiding Principle: The Library is at the nexus of
information, reading, culture and community in Charlotte
and Mecklenburg County. We plan to leverage this
position online by providing opportunities for customers
to connect with Library staff, collection materials,
resources, and each other through the digital platform.
The platform will actively engage community members
through multiple interactive features.
Image
Des Moines Public Library

24.
The digital platform will allow
members of the public, with staff or
volunteer moderation, to comment on
Library resources and programming.
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. The platform will create
a dialogue with our customers,
keeping the Library at the forefront of
their minds as the solution for their
information needs.
Fostering an Interactive Digital Community

25.
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

26.
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.

27.
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

28.
Reaching Further 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

29.
Reaching Further 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

30.
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

31.
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

32.
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

33.
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

34.
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

35.
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 responsibilities will be a high priority
for the Library.
Chicago Public Library

36.
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

37.
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.

38.
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

39.
Next Steps
➔ Feedback from ELT
➔ Staff Input Piece
➔ Community Input Piece
➔ Revision and Implementation Plan

40.
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

41.
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

42.
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

43.
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

44.
Appendix
Compiled Research Can
Be Accessed Here