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.

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

2. Topeka & Shawnee County
Public Library

5. auxiliary unit
permanent basic
collection
permanent paid
staff
regular schedule

6. 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

7. 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

9. 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

10. Call to Action

11. Customer Benefit

12. 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

13. 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

14. It takes a library
to build a digital branch.

18. What do
we do?

25. Team-based

27. flickr.com/photos/beavis/2425374221/
go where
people gather

28. How did
we get
here?

29. Rob’s
office
[I sit here]

30. flickr.com/photos/angietorres/4564135455/

31. flickr.com/photos/qubodup/3582881939/

32. Text
Current Goals

33. Stuff
Text

34. Text
Staff

36. customers first
flickr.com/photos/piet_musterd/1858568495/

37. How do we
Manage it?

38. everybody
helps
flickr.com/photos/roozbeh11/2297004688/

39. flickr.com/photos/crystalflickr/2317183342/

40. flickr.com/photos/7amanito/3039338366/
Social
Media
Strategy
& Goals

44. mobile-
friendly

45. Know your
customers!

46. flickr.com/photos/pitel/507791613/

47. flickr.com/photos/krisrex/156599860/

51. 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.

52. 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.

53. We thought: people
in rural Shawnee County
prefer films over books.
We learned: they
check out more
books than films.

63. Why?

64. Come visit!
tscpl.org
& vote 4 Gina!