Kelvin Watson, Vice President Digital Services & Strategy and Interim Vice President Information, Technology, and Development, Queens Public Library Libraries invest with a variety of eResource providers to license a rich array of eResources for its patrons and are sometimes forced to rely on a complex set of proprietary interfaces to navigate and deliver them. Only the most savvy patrons are able to keep track of a large number of separate usernames and passwords and website URLs. Even when this barrier is crossed, accessing the eResource (or even finding out what is available) requires the user to follow links out of the library’s system and over to the eResource provider’s system. These systems are often “walled gardens,” where the eResource provider, not the library, controls the user’s experience, and it is difficult for the user to make their way back to the library site if they don’t find what they need on the vendor’s site. This complexity hinders the patron’s ability to easily discover, engage with, and consume the library’s valuable investments and instead often concludes in frustration and failure. The Queens Library has embarked on a project to radically improve the way library patrons discover and access eResources. Queens Library intends to create a Virtual Library System that will provide a best of breed solution for accessing eResources for all of Queens Library’s patrons. This System will eventually allow Queen’s patrons to have seamless access to digital materials all within Queens Library’s own web and mobile interfaces. This system will replace the unwieldy model that creates many barriers for users looking to access digital content, barriers that run the range from software that is too complicated for those with little digital experience to navigate, to the lack of access to devices on which content can be consumed. Libraries have to continue to reach beyond the confines of its physical locations and extend its presence into people’s homes by providing devices that will let patrons interact more deeply with the Library’s offerings. The Virtual Library System will keep Queen’s Library’s doors open twenty-four hours a day, seven days a week and shifts the balance of power from providers to libraries and patrons.

1. Queens Library Tablet Lending & Mobile App

3. Your Library On Demand
Physical Digital
The Virtual Library is an
integrated system created
by Queens Library to
improve access to eBooks
& all services for public
library users in either
physical, or digital spaces.

4. Simple Access to Everything
Discoverability Access
The Virtual Library
answers today’s challenges
by clearing the clutter that
plagues legacy library tools
and provides a superior
customer experience in a
single comprehensive
catalog.”

5. Eliminate Obstacles & Silos
Variety Delivery
Library systems are no
longer chained to seldom-
used tools, and can easily
integrate with fresh partners
via a plug-and-play fashion.
Patrons also have flexible
options to consume info
and media on their terms.

6. Three Simple Goals, now in reach.
• 1. Single Comprehensive Catalog
– Users are able to search and browse relevant items in either our
physical or digital collections. This includes all material types
including eBooks, Audiobooks, print, CDs, DVDs, Articles &
Databases.
• 2. Easy Discoverability & Access
– 24/7 access and ease of enjoying library content, programming,
and services. Essentially find what you want, when you want.
• 3. Flexible Content & Delivery Options
– Enjoy the ability to download, stream, or access the full
complement of available content from all our strategic partners
and publishers.

7. The 3 Principles of Virtual Library
• 1.Physical & Digital : Ease access and simplify discovery
• The virtual library doesn’t replace public libraries or their physical spaces, instead it acts as a
multiplier for the precious resources of space, staff, and finite hours of operation -- to extend the
robust services and products our patrons already enjoy. Our goal is to eliminate difficult
tools, easing access and simplifying discovery across all operations, human or digital.
• 2. Discoverability & Access : Superior experience for physical or digital spaces
• The virtual library contains flexible components that can be used within our library facilities for
self-service or to aid our staff to provide a superior customer experience.
• 3. Variety & Delivery : Pushes The Digital Divide Into The Past
• This initiative addresses the critical need for Queens Library to modernize our interactions with
our diverse patrons. Although Queens library is responding to the growth of mobile devices and
technology in our lives, we leave no one behind in the digital divide. Our solutions are crafted as
end-to-end experiences thoughtfully considering those that rely solely on the public library for
information literacy.

8. Stage 1: 2013-2014
• Quarter 1: A Mobile Solution as a
response to a tragedy
• Quarter 2: Intense focus of what
patrons need
• Quarter 3:”Discovery & Delivery”
Platform comes alive
• Quarter 4: Platform comes online
for Superstorm Sandy Anniversary
• Highlights
• Receive 5,000 Google
Nexus 7 Tablets
• Invest in custom
interface
• Extend reach into
devastated areas
• Assessment of
Operations and User
Experience
• Launch on Anniversary

9. Stage 2: 2014-2015
• Quarter 1: Tablet loaning has healthy
launch, eyes shift to patron mobile
devices
• Quarter 2: BYOD application officially
launches
• Quarter 3:”Discovery & Delivery”
Platform comes alive
• Quarter 4: Taking things to the next
level
• Highlights
• Rollout across affected
areas
• Switch focus to working
on BYOD App
• Win ALA, Gov, NYLA
Awards
• Working with Partners
Key to API and feature
set development
• Expand tablets across all
of Queens

10. Stage 3: 2015-2016
• Quarter 1: Better Performance, Better
Product
• Quarter 2: Meeting Patron Demands
• Quarter 3: Changing the way things
are done
• Quarter 4: Reader Development,
Integrated Catalog
• Highlights
• Focus on performance
and improvement,
standards
• Prototyping high
demand features
• Turn focus to unified
experience and working
with vendor partners
• Planned development of
reader application
• Better integration with
Web

11. Discovery & Delivery Mobile Tablet Platforms

12. Queens Library’s TABLETS-FOR-LOAN
– Queens Library has developed a proprietary interface for the tablets-
for-loan(5,000).
– Who can borrow? Any adult with ID and a library card; children may
borrow with parental permission.
– Goals are to provide library users with educational and practical
resources with a special focus on resources that aid in economic
viability;
– Curated/persona driven access to Queens Library resources and
programs;
– A useful experience with or without internet access;
– Icon-driven menus, intuitive operation for new tech users; appropriate
for all:
– Improved digital literacy;
– Encouragement to explore and discover;
– Secure, simplified device management;
– Fresh, engaging content pushed to the tablet whenever it is in WIFI
range.
– Loan period: one month, with up to three Renewals. Total loan period
= 4 months.
12

13. Tablets-for-Loan Curated Content
13

14. Queens Library Discovery & Delivery Mobile:
Quick Facts
• Custom interface for Queens Library Mobile
"Discovery and Delivery" platforms
• The QL Mobile "Discovery and Delivery" platforms
offers a buffet-style browsing experience that allows
for search and discovery of eContent, programs,
services, and resources, plus general information
vital to our patrons and their local community.
• Patrons can easily browse booklists, events, and
various other features of the library experience.
• Is remote extension of library programs and services
that is available 24/7 to patron as long as they have
a viable network connection
• Built for mobile tablet “device-loan” retail models
and patron BYOD rollouts

15. Library-to-Go Tablet Use Case
15

16. Tablet Loan and Management
16

17. Mobile Advancement, User-centric principles
Queens Library Advances
– UI/UX
– API’s (Technical Integrations)
– External Apps Integration (if necessary)
– Patron Authentications
– Account Management
– Library functions and workflows
– Multi-channel access
– Read Now!, Give it to me now! World
– Simplify, simplify, simplify
– Test, test, test
– All about feedback, as well as content
17

18. eContent Champion, Vendor Partner
Queens Library Advances
Partners on our Web and mobile integration / development roadmap:
– Axis360 (eBooks)
– Acoustik (AudioBooks)
– OneClickDigital Solutions (Ebooks,
AudioBooks)
– Zinio (E-Magazines)
– Freegal (Music & Movies)
– IndieFlix (Movies)
– Bibliboards (Edu Content)
– Gale Cengage (Edu, Research Content)
– Overdrive (Ebooks, AudioBooks,
Kindle)
– &More
18

19. Queens Library: Mobile App (BYOD)
FOR PATRON MOBILE PHONES
•BYOD is very different than “loan” model
•Architected App to benefit from lessons learned during Tablet
app development.
•Is one of the most custom mobile solutions in Library
Industry and Queens Community
•iOS Apple and Android Soft launch Q1 2014
•Available in iTunes Store and Google Play Store for mobile
phones right now
•Fresh version slated for release, QA testing
•In constant review and development, especially in regards to
eContent integrations
•Instant feedback channel and shares real-time Library
information
19

20. Awards
20
• NYS Governor Broadband Champion Award
• ALA Library Of The Future Award
• NYLA Mobile Best Practices Award

21. 21
Media Coverage

22. Articles
22
http://www.infotoday.com/cilmag/dec14/Epps-Watson--2014-Library-of-the-Future-Award.shtml
http://lj.libraryjournal.com/2014/11/technology/as-app-gains-traction-queens-library-considers-
vending-to-other-libraries/
http://www.qgazette.com/news/2014-09-
10/Features/Queens_Library_Named_For_2014_Best_Practices.html
http://americanlibrariesmagazine.org/2014/09/15/honoring-excellence-and-leadership-in-the-library-
profession/
http://www.nydailynews.com/new-york/queens/google-tablets-loan-queens-library-branches-article-
1.1821236
http://lj.libraryjournal.com/2014/10/technology/queens-library-develops-innovative-new-tablet-
platform-using-superstorm-sandy-donation-tds14/
http://www.infodocket.com/2013/11/01/queens-library-will-begin-lending-google-nexus-7-tablets-to-
cardholders-later-this-month-5000-tablets-set-to-circulate/
http://blogs.wsj.com/metropolis/2013/06/28/queens-libraries-to-offer-free-digital-copies-of-
magazines/
https://plus.google.com/+queenslibrary/posts/Z6hgnJFvSym
http://www.nydailynews.com/new-york/queens/2-tablets-call-morning-article-1.1518918
http://www.ny1.com/archives/nyc/all-boroughs/2014/10/16/queens-library-to-expand-free-google-
tablet-lending-program-NYC_217398.old.html
http://www.ny1.com/archives/nyc/all-boroughs/2014/11/3/library-in-flushing-part-of-new-google-
tablet-borrowing-program-NYC_218334.old.html
http://www.ny1.com/archives/nyc/all-boroughs/2014/06/6/queens-library-system-home-to-5-000-
new-tablets-NYC_210022.old.html
http://www.dnainfo.com/new-york/20141021/forest-hills/forest-hills-library-start-lending-free-google-
tablet-this-week

23. Virtual Library Overview
23

24. Demo
24

25. Kelvin Watson, VP Digital
Services and Strategy
kwatson@queenslibrary.org