Ramsey County Library Technology Plan

Transcription

1 Ramsey County Library Technology Plan Ramsey County Library 4570 North Victoria Street Shoreview, MN 55126

2 Contents Page Executive Summary 3 Acknowledgements 3 Section A - Planning and Needs Assessment 4 Organizational Leadership and Technology Planning Committee 4 Organizational Description 5 Demographics 5 External Partnerships 5 Observed Trends in Library Technology 7 Stakeholder Feedback 8 Section B - Vision, Goals, Objectives and Strategies for Technology 11 Overall Organizational Mission and Technology Vision Statement 11 Goals, Objectives and Strategies 11 Section C - Budget Development and Planning 20 Section D - Technology Infrastructure, Management and Support 21 Technology Support Staff and Skills Required 21 Technology Operations Management Requirements 21 Support Philosophy 21 Current Technology Position Summary 22 Section E - Staff Development and Training 23 Section F - Policies and Procedures 23 Section G - Benchmarks and Evaluation 24 Evaluation of Past Objectives Technology Planning 24 Progress made during the planning cycle 25 Appendices: 29 Appendix A: Ramsey County Library Mission and Vision 29 Appendix B: Technology Inventory 30 Appendix C: Minnesota Department of Education Technology Infrastructure questionnaire 2

3 Executive Summary Ramsey County Library maintains a technology to support its strategic initiatives. To simplify applying for technology funds outside the Library, the plan follows a format that easily identifies the elements for technology planning required by the Minnesota Department of Education. The Minnesota Department of Education curates technology plan approval required for any school or public library wishing to be eligible for various funding that include monies from the federal E-rate telecommunications discounts, No Child Left Behind Title II Part D (Enhancing Education Through Technology), Library Services and Technology Act (LSTA), and state sponsored Regional Library Telecommunications Aid (RLTA). Section B, Vision, Goals and Strategies for Technology, summarizes the results of the planning process and lists strategies to accomplish identified goals. The remaining document contains supporting information used in developing Section B. The last technology planning cycle concentrated on streamlining work processes, expanding use of self service models, and providing up-to-date facilities to meet the needs of its customers. Projects supporting these initiatives included remodeling/expanding the Library in Roseville, moving the Library in Arden Hills into the New Brighton Community Center, adopting radio frequency identification (RFID) inventory management, expanding self checkout stations, adding automated material handling at the Library in Roseville, standardizing to one phone system, and redesigning the website to make investments in collections and programming more accessible. The next planning cycle builds on this technology and begins to focus on improving the user experience by creating collaborative/creative environments that support the demand for both traditional and digital literacy. 3

4 Section A - Planning and Needs Assessment Managing technology used by libraries involves continuous reassessment to ensure that the needs and desires of stakeholders are met. Determining which technology to maintain and which new trends to adopt is largely achieved by understanding the roles the library plays in its community. Successful planning requires identifying library leadership, internal and external partnerships, past successes and failures, new technology and stakeholder input. Organization Leadership and Technology Planning Committee Sponsor Susan Nemitz Library Director Coordinator Chuck Wettergren Support Services Manager Technology Steering Committee The Technology Steering Committee consists of Administrative Team members for Ramsey County Library. Goals and objectives are incorporated into annual work plans and reviewed on a continuous basis by library management. The Administrative Team meets weekly; a larger Library Management Team that includes the addition of branch managers and lead staff meets monthly and the Library Board meets monthly. Members of the Technology Steering Committee regularly attend staff and public meetings, conferences and workshops to assess needs and gather ideas. Members include: Susan Nemitz, Director Sandy Walsh, Deputy Director This Deputy Director position has oversight on planning, policies and performance measurement. Lynn Wyman, Deputy Director This Deputy Directory position has oversight on public service outlets and system-wide human resources. Chuck Wettergren, Support Services Manager The Support Services Manager has oversight of library automation and information system technology. 4

5 Organizational Description Ramsey County Library is governed by a seven-member Library Board appointed by the Ramsey County Board of Commissioners. The system consists of seven libraries (Maplewood, Mounds View, New Brighton, North St. Paul, Roseville, Shoreview and White Bear Lake) serving a population of 224,195 over an area of 117 square miles. In 2012 the Library circulated 4,772,566 items and was visited 1,804,943 times. The Library has 172,480 active cardholders. Over the last ten years, circulation has grown 33 percent; visits have increased by 11 percent and staffing has been static. Ramsey County Library has established positive relationships with the Ramsey County Board of Commissioners, Friends of the Ramsey County Libraries, private businesses, civic groups and local government agencies. These alliances are critical to the Library s ability to enhance and enrich its programs, collections and outreach activities. The Library system has an Automation Services department to perform all information technology functions including planning, procurement and implementation. The Library provides both local and remote access to the catalog and other library resources. Demographics Ramsey County demographics have remained largely unchanged between the 2000 and 2010 census. Ramsey County s 2010 census population was 508,640, the second-highest county population in the state. Ramsey County s land area is square miles, making it the smallest county in Minnesota. The estimated population density for 2010 was 3,342 people per square mile, an increase of 62 over the 2000 census. Its high population density continues to make Ramsey County an exceptional and unusual county. It must provide many services to meet population needs, but the space and property tax base for those services is limited. The service area within Ramsey County supported by Ramsey County Library has a population of 224,195 covering 117 square miles. External Partnerships Ramsey County Library continues to develop and maintain beneficial partnerships including, but not limited to, those listed below. The Library is a member of the Metropolitan Library Services Agency (MELSA) and is a participating Gateway Server Site in the Minnesota Library Information Network (MnLINK). These organizations fund technology and database subscriptions and provide an avenue to share collections between library systems. MELSA is a multi-jurisdictional federation of city and county public libraries in the Twin Cities metropolitan area, organized to provide cooperative services and cost-saving programs to its participants. MELSA is the administrative agency for receiving and equitable sharing of state and federal grant appropriations made available through the Minnesota Department of Education. MnLINK is a statewide information system that links public, academic, school and government libraries throughout Minnesota. This is done using a portal that allows library users to request unique materials from around the State for delivery to their local library. 5

6 The Minnesota Interlibrary Telecommunications Exchange (MINITEX) library information network is a publicly-supported network of academic, public, state government and special libraries working cooperatively to improve library service for their users. MINITEX has oversight of MnLINK and the Electronic Library for Minnesota (ELM), which provides access to a collection of research and information databases. The Library has a very supportive relationship with its local municipalities that has resulted in shared infrastructure, lowered costs, increased bandwidth, and library computing centers open extended hours through local community centers. The local cable commissions have supported the Library through cable franchise agreements by requiring that access to high speed fiber connections be made available. The Library has partnered with local cable television to deliver live coverage broadcasts of a variety of events like election night activities and the Upper Midwest Professional Wrestling hosted at the Library in Roseville. Ramsey County Library co-developed a public website template with the St. Paul Public Library. Both systems are sharing hosting facilities and have added Anoka County Library as a collaborative partner. Ramsey County has worked with the Library on a variety of levels, often with the focus of remodeling or building facilities. Future collaboration will look at providing sustainable and robust connectivity through a County sponsored fiber initiative. 6

7 Observed Trends Innovation labs and spaces By leveraging access to technology and spaces that support active learning for users within the community, libraries can foster personal development, creative thinking and grass roots innovation. These spaces allow users the opportunity to create video, audio, print, 3D modeling and more. Mobile and tablet computing Smart phones, tablets, e-readers and hybrid touch screen devices are having an impact on how libraries design software interfaces and offer services, creating expectations for visually appealing and streamlined applications. As identified in the 2012 Higher Education Edition Horizon Report, Tablet computing presents new opportunities to enhance learning experiences in ways simply not possible with other devices. High resolution displays and touch screen functionality support unique, visually appealing environments for both traditional and digital literacy programming. Cloud computing There has been a trend to move traditional IT services to the cloud (remote hosting of enterprise applications). This is often done with the idea that it will reduce costs for the vendor and customer by not requiring local hardware support. The caution surrounding remote hosted services is ensuring robust connectivity that can guarantee business continuity, and that ownership of data and data privacy is not compromised. Discovery layers Discovery layer development continues to be in the forefront of user interface design. Discovery layers combine and organize search results from a variety of sources such as websites, e-book collections and local databases. To date, most of these systems have been developed by third party vendors not affiliated with any integrated library system (ILS). The new trend has ILS vendors developing their own discovery layer technology, providing potential for tighter systems integration. Create and curate digital content Libraries are often responsible for, or provide access to, historical and significant collections for their communities. The digitization of these collections to make them more accessible (and safeguarded) has increasingly fallen to regional and local library systems. Digital access and literacy Libraries have developed into computing centers that support digital access and digital literacy. This has been taken one step further at Ramsey County Library by collaborating with community centers to offer access to computers outside traditional library hours. Library computers are used for maintaining social connections, filling out online applications and forms, performing job searches, supporting small business research, and increasingly pursuing online degrees. Libraries hold an important position to support continuing education and bridge the digital divide, allowing users that lack technology or skills to take advantage of these opportunities. Demand for collaborative meeting spaces with supporting technology The demand for meeting spaces has never been higher. Patrons bringing in their own laptops and mobile devices sprint to grab meeting spaces, often to work with others on collaborative projects. There is a growing demand to provide projection, phones and collaborative tools/technology in addition to the rooms and network access. Learning analytics Another trend listed in the 2012 Higher Education Horizon Report states that learning analytics loosely joins a variety of data gathering tools and analytic techniques to study student engagement. For libraries, using data-mining tools to gauge the success of digital literacy programs, or help to assess the design of user interfaces are examples of applying learning analytics. 7

8 Stakeholder Feedback In 2012, the Ramsey County Library reviewed its strategic initiatives. Belden Charles, Inc. was hired to work with staff and the community to create a vision for future library service. During this process the Library Board approved an updated strategic plan and prioritized the remaining initiatives of the Facilities Master Plan approved in Feedback that supported this strategic planning process was collected through stakeholders including library users, library staff, industry experts, and community leaders. Feedback from Library users was gathered through phone and web-based surveys, followed by a number of facilitated conversations at each of the libraries. For the staff, feedback was collected in a variety of ways that included facilitated discussions at: 1) An all staff, full day meeting defining the future of library service (facilitated by Belden Charles, Inc.) 2) Branch discussions to develop strategic planning initiatives (facilitated by Library administrative staff) 3) An all staff, half day workshop focusing on services within work units (facilitated by Library managers) 4) Each location or work unit focusing on technology use/needs (facilitated by Library administrative staff) Combined with an analysis of past progress and observed trends, a summary of feedback has been grouped into common areas of interest listed below. It is expected that further refinement and review will take place as investigations into projects begin and the implementation of the Facilities Master Plan moves forward. Summary of Stakeholder Feedback: Public Computing and Technology Public workstations - increase hours and access to computing Public workstations - expand the number of available public computers Public workstations - offer high-end applications for creation of and access to print, video and audio formats Public workstations - investigate touch screen technology and applications Public workstations - provide better identification of kids, teens and adult computing areas Public network - provide support for printing from wireless devices Public network - improve infrastructure for patron laptops and mobile technologies Online access - provide direct online booking of meeting rooms by users Online access - simplify account access to library e-resources (e-books, databases) Online access - improve readers advisory tools (access reviews, ratings and lists) Online access - integrate e-books and other e-resources into public catalog Online access update the website to support initiatives related to adult life skills Online access improve access to resources on website (research, events, mobile apps, database subscriptions ) Meeting room technology - provide interactive or SmartBoard technology in meeting rooms Meeting room technology - provide projection in smaller meeting rooms Meeting room technology - provide access to public phones in meeting spaces Meeting room technology - provide video conferencing support Meeting room technology - improve Macintosh and mobile device support with meeting room technology Meeting room technology support hearing assistive technology in larger meeting spaces Self check - consider offering optional checkout receipts Self check - review user interface design and configurations used by self check machines Devices - consider circulating devices (tablets, laptops) Office technology - offer scanning at all library facilities 8

9 Staff Computing and Technology Staff network - provide segregated access for staff wireless devices Staff website - complete update of staff website to improve organization of information, communications, and interactivity Staff website - ensure all information is indexed and searchable on staff website Online access investigate available desk scheduling tools Online access - improve access to event and meeting room booking systems Online access investigate ways to support staff requiring access to personal accounts that roam between locations/workstations and home Communication Tools - investigate use of web-based collaboration tools Communication Tools - allow personal calendar sharing and meeting requests Communication Tools - improve (and secure) synchronization between work and personal devices (BOYD). Also consider support of Google and other remote services integration Communication Tools provide desktop video conferencing support Communication Tools investigate integration of voic with Workflow Improvements - expand use of Automation Services online forms and work orders to streamline ordering of supplies and work requests in other internal departments Workflow Improvements investigate mobile technology that would support roaming reference Hardware review scanner technology required by administration to meet County requirements Hardware migrate from dot matrix collection labels to thermal labels Meeting room technology - provide video conferencing support Meeting room technology - provide interactive or SmartBoard technology Workstations consider adjustable work surfaces that range from sitting to standing positions Staff Training Applications - provide both technical and best practices training for existing communications tools ( , work orders system, IM) Applications offer more e-book training Applications - offer staff training for public discovery tools (Aquabrowser, Boopsie, website) Applications - offer advance training of Microsoft Office applications Hardware - support an up-to-date gadget lab that introduces the public and staff to tablets, e- Readers and other devices used to access library resources (rather than scattering devices between locations) Hardware - offer training on wireless systems used for mobile devices Hardware - offer more training on library phone system Hardware - offer training on meeting room/av technology Hardware offer training on administrative scanning technology Delivery - support online training opportunities and documentation (including online video instruction) Delivery - approach MELSA to sponsor more database instruction Delivery bring back technology forums to highlight and review technologies Digital Literacy Devices - increase the availability of (updated) portable laptop labs Devices - introduce a portable gadget lab with up-to-date tablets, e-readers and other devices capable of accessing library resources Devices - provide an innovation lab(s) with the technology required to support video, audio, print, application development, and physical (3D) products Devices - provide a document projector that can be used to project images of mobile devices Devices - investigate the cost and need to support alternative computing platforms like Macintosh or other environments 9

10 Devices - support dedicated printing for portable laptop labs Devices - consider adding a tablet lab to pilot its use in support of digital literacy initiatives Devices - investigate interactive displays for children s spaces to encourage creative play Programming - Improve remote classroom support with online text and assignments Programming - Expand one to one CTEP public training/help desk opportunities to all locations Applications - provide cameras and applications that support digital photography and video production Technology Infrastructure Networking - configure secure, remote access to staff resources ( , local files and applications) Networking - configure secure remote access to property management systems Networking - improve access to County resources via Citrix Networking - update wireless system to support increasing use of mobile devices and provide valid security certificate Networking update wireless system to support voice traffic Networking install and configure new firewall and updated network security Hardware continue to support technology replacement schedules (est. five year) Hardware complete a physical inventory of all hardware and desktop applications Hardware review staff requirements for monitor sizing and number of monitors used Hardware move workstations off the floor (mount under counters) Networking investigate the application of virtual desktops AMH improve AMH bin charging capabilities/infrastructure AMH implement formal logging of AMH problems, downtime, and maintenance Security review CCTV coverage and access at each library building Security provide remote access to CCTV systems Security create a password management policy Cable access provide cable access in each library location Systems/Applications Management Horizon - update Horizon to support RDA Horizon - install CollectionsHQ feed Horizon review the systems development roadmap introduced by SirsiDynix and compare with other ILS development Horizon - improve integration of e-resources into Horizon database Horizon - review request and holds maintenance in Horizon Horizon - improve access to system statistics Horizon - provide the option to retain reading history Horizon install and begin using the debt collect module to improve debt collections RFID - investigate RFID inventory tools (wands) RFID improve display of RFID security flag when using Horizon Statistics streamline creation and delivery of system reporting and analytics Statistics streamline collection of stats (Evanced, Horizon, programming ) Data Storage integrate shared folder access into staff website design Applications update all major software and licensing (Websense, Symantec, Faronics, and OSs) Applications standardize backup processes, tools and applications Intranet complete core intranet updates (Drupal) and staff application requirements Website upgrade to latest version of website content management system (CMS) 10

11 Section B - Vision, Goals, Objectives and Strategies for Technology Overall Organizational Mission and Technology Vision Statement Overall Mission Statement: Provide free access for all to the knowledge and ideas that transform lives. See Appendix A: Ramsey County Library Mission and Vision. Technology Vision Statement: Digital access and literacy are essential to providing Ramsey County residents access to the knowledge and ideas that transform lives Goals, Objectives and Strategies The Goals and Objectives listed support the Ramsey County Library Strategic Initiatives. The document can be found at Provide Fresh and Dynamic Tools for Learning Objective 1 Expand and Improve access to e-resources A. Improve access to e-book and e-audiobook collections through the Library s Integrated Library System and Discovery Layers Currently the Library utilizes three vendors to provide e-books and e-audiobooks. Circulation is managed independently through each vendor s website, but MARC records can be downloaded and indexed through the local catalog. Improving the quality of these MARC records and the ability to provide timely uploads would improve access to these resources. B. Assess expansion of e-readers available for circulation The Library in New Brighton is piloting the use of 15 e-readers used with the 3M Cloud Library e- Book collection. The Library needs to review this pilot program and determine if there is a business case to expand access to e-readers at other locations. C. Assess and investigate expansion of the 3M Discovery Station The Library in New Brighton is piloting the use of 3M s Discovery Station. This workstation uses touch screen technology to browse the 3M Cloud Library e-book collection and allows patrons to access their 3M Cloud Library accounts. Objective 2 Support mobile devices and applications, including those related to digital literacy initiatives A. Explore the viability of circulating tablet devices to the public The Library has been working with Tech Logic, Inc. to evaluate a self service ipad vending solution. This evaluation will be used in part to determine the viability of circulating tablet devices to the public with or without a vending option. Circulating tablets would enable customers to take advantage of their portability and develop firsthand experience using applications designed for mobile environments. B. Provide portable technology lab(s) that demonstrate a variety of mobile devices that can be used for staff and public digital literacy initiatives Because of the short life span associated with mobile technology, it is not reasonable to replicate all major devices (keeping them up to date) at all locations. Maintaining a smaller portable collection of up-to-date technology devices would allow use in one to one training sessions, digital literacy classes, and by staff to test mobile access to Library resources. 11

12 Objective 3 Maintain updated technology labs and programming to support digital literacy and innovation A. Purchase/configure an additional portable laptop lab The Library currently maintains four laptop labs capable of roaming, and one older static laptop lab used for one to one technology sessions. As the demand for lab use increases, and laptops age, adding a fifth lab will significantly reduce conflicts, allow time for software updates and position the Library to lower the impact on programming if a lab is down due to equipment problems. B. Pilot a shared ipad lab Demand to support ipad-based instruction is high. The Library would purchase 12 ipads that could be configured to support digital literacy of all ages. By piloting a shared lab, the expense and maintenance can be managed while potential uses are vetted. Objective 4 Introduce public hardware and software supporting the creation of print, video, audio, and physical formats A. Expand support for document scanning All library buildings offer copy service, but only the three largest libraries offer an integrated option to scan documents to a USB device. Evaluate the cost and performance of the existing integrated copier/scanners and determine if these should be duplicated at the smaller locations or if a similar more compact option exists. B. Provide hardware/peripherals and software to support video and audio creation/editing Pilot a portable lab that provides access to peripherals and professional software to create and edit video and/or audio files. C. Investigate providing access to peripherals and tools that can produce three dimensional products Providing 3D printers and other production tools not readily available to the general public, allows the Library to better support digital literacy and real world prototyping/production. This is a new trend for library service inspired by patron interest. Objective 5 Update meeting room technology to support collaborative and innovative use A. Provide access to collaborative applications Update meeting space to pilot interactive smart board technology. B. Leverage existing spaces to support innovative labs Identify meeting space that can be reserved for use of portable innovative labs and one to one instruction. Update this space to ensure adequate electric and infrastructure for working with video and sound. C. Pilot video conferencing technology Begin supporting Skype technology on meeting room laptops and select staff workstations. 12

13 Nurture the Learning and Creativity of Children and Youth Objective 1 - Leverage emerging technology to enhance early literacy and educational initiatives A. Improve computing spaces available to kids and teens Providing safe areas that are easily identified for kids or teen use enhances the user experience and comfort level. Take advantage of desktop configurations, furniture improvements and space design to clarify the preferred audience for these computing areas B. Investigate ipad or tablet programming for kids and teens Research is starting to show that using technology for interactive programming can often improve reading levels and creative thinking with younger audiences C. Assess the costs of supporting alternative workstation environments for kids and teens programming Some schools support Macintosh or Linux-based computers in addition to personal computers running Windows. Determine if there is a significant justification for the library supporting additional environments. Objective 3 - Provide interactive tools to enhance spaces through creative play A. Provide interactive technology displays and workstations Provide interactive displays and resources that promote critical/creative thinking and digital literacy. These can include projection, touch screen technology or specialized applications. Develop Physical and Virtual Spaces That Enable Learning and Enhance Interactivity Objective 1 Create a state of the art library facility in White Bear Lake A. Facilitate the temporary closure of the Library in White Bear Lake The Library in White Bear Lake will be remodeled beginning in This project requires dismantling the current library s technology, and redistribution to other facilities and/or storage. B. Purchase, configure and install building technology The Library in White Bear Lake will include a mix of existing and new technology that will require installation and configuration. The new facility nearly doubles its access to technology. Objective 2 Create a state of the art library facility in Shoreview A. Facilitate the temporary closure of the Library in Shoreview The Library in Shoreview will be remodeled beginning in This project requires dismantling the current library s technology, and redistribution and/or storage. The Administrative, Technical Services, and Friends departments will need to be moved and reconfigured in a temporary leased space. B. Purchase, configure and install building technology The Library in Shoreview will include a mix of existing and new technology that will require installation and configuration. The new facility nearly doubles its access to technology. C. Purchase an automated materials handling system A key improvement in the new Shoreview facility will be the installation of an automated materials handling (AMH) system to assist staff in processing and sorting incoming materials. Although the remodeled space will not be completed by the end of 2015 the RFP and purchasing of the AMH would take place in late

14 Objective 3 Enhance access to resources through the public website A. Standardize log file and analytics reporting Website access logs need to be analyzed on a continual basis to determine what resources are being used. To date, the Library is using a mix of log analyzers and Google Analytics to monitor customer use of resources. Identifying data to trend is critical in maintaining a useful site. B. Improve integration/usability of the research pages and subscription databases The research pages of the website attempt to categorize and guide users to subscriptions and selected public websites. These resources need to have additional tagging and simplified navigation/categorization to ensure easy access through both the website and discovery layer. C. Develop Adult Life Skills resources on website Development of life skills resources on the public website will provide targeted information not only for job seekers but also for life skills related to personal finance and legal help. This area of the website will need to have enhanced integration to external resources as well as Library resources and programming. D. Integrate user subscription service options Expanded use of GovDelivery, RSS feeds and other digital communication services, will allow patrons to create subscriptions to website resources. These would be in addition to major social networking links already maintained. E. Promote/develop mobile applications Review public website navigation to highlight mobile applications like Boopsie and other select subscription databases. Future website redesigns will need to consider options for mobile devices/applications. F. Streamline staff generated Recommended list creation and management Automate the process of collecting title information from the discovery layer for integration into staff generated recommended lists on the Library website. G. Update content management software Determine the timetable for migrating the current Drupal 6.X content management system to the most recent and stable release of 7.X or greater. Newer releases incorporate required third-party functionality into the main code, and provide a platform where most new development is occurring. H. Improve integration of event calendaring Update the current calendaring system to reflect the look and feel of the website and take advantage of Evanced modules that have been developed for Drupal. Later in 2013, Evanced should have a migration path to an updated/simplified calendaring system. I. Assess viability of online booking for meeting rooms Direct use of Evanced Room Booking is being tested at Anoka County library. Ramsey County should review the outcomes of their testing to help determine if room booking can be done directly by customers without negatively impacting staff or meeting room use. Objective 4 Enhance access to resources through the public discovery layer A. Investigate options for alternative discovery layers Ramsey County Library currently uses Aquabrowser as its public catalog/discovery layer. In light of the industry progress in developing discovery layers, an investigative review needs to be done for both vendor-based and open source solutions to compare functionality and portability with Aquabrowser. 14

15 B. Investigate simplified patron account management As more applications and services are introduced as independent environments, provide ways to support simplified/unified patron account management (or unified patron login), including remote self-registration and password maintenance by users. C. Consolidate web-based reader s advisory tools to empower customers The Library either subscribes directly, or through its MELSA membership to services that provide duplicate reader s advisory tools (ratings, reviews, recommendations). As these tools are integrated with the discovery layer, a review needs to be done to select the most desirable tools and their placement. D. Review existing catalog displays to accommodate increasing use of content integration Review the list summary and title displays within Aquabrowser to determine if a more compact and uncluttered display is possible. Enhance the Library User s Experience Objective 1 Provide support for roaming reference service A. Provide portable workstations that allow access to collections and Internet resources. As roaming reference is piloted at the Library in Maplewood, determine what technology is required to support basic reference service from various locations within a building. B. Investigate and implement additional remote reference services catering to mobile devices As mobile technology becomes commonplace, library reference service needs to include a texting or chat environment to support its customer base. Objective 2 Provide relevant and timely technology training for staff A. Support quarterly technology forums/targeted training B. Create a training resource area on the staff website that will house documents and recorded training sessions for use by staff (and public) An element of this will be creating and maintaining quality technology training documents that could be created with a variety of media. Objective 3 Support technology evaluation and comparative analysis A. Implement ongoing patron technology assessments/surveys The Library will begin to make formal use of internal surveys to monitor public use of technology. These surveys will range from simple satisfaction ratings to gathering input from targeted groups. B. Participate in the Edge initiative MELSA libraries are participating in the Edge Coalition, sponsored in part by the Bill & Melinda Gates Foundation. The Edge provides a set of benchmarks and tools for assessing technology in public libraries. These annual benchmarks will help the Library determine the success of its technology initiates. 15

16 Build Organizational Capacity through Responsible Stewardship and Strategic Partnerships Objective 1 Improve access to information available on the staff website A. Redesign navigational structure The staff website is used for file storage and access to collaborative resources. Resources include those associated with statistics, news, automation support, collection development, meeting schedules and agendas, policies, systems availability, training, security updates, forms management etc. B. Integrate a news feed/service that would enhance Library staff news (Buzz) Provide a just in time news area on the staff website that highlights important news and links to details provided by the current Buzz C. Provide support for online forms (including ad hoc) Provide the capacity to create electronic forms in lieu of paper. D. Expand use of work order systems to the Communications and Administrative departments Configure the work order system used by Automation Services to support communication requests and order of supplies E. Re-format policies to allow efficient maintenance and indexing (searchable) F. Explore use of scheduling software for managing staff desk assignments Scheduling staff (including substitute staff) for public service desks is a time intensive process. Management chose to not pursue any packaged scheduling software during the last technology planning cycle, but the Library needs to continue to investigate online solutions that would allow managers to post and oversee available desk time and allow staff to schedule themselves to cover needed time slots. G. Migrate current staff website to Drupal 7 Migrate the current Drupal 6.X content management system to the most recent and stable release of 7.X or greater. Newer releases incorporate required third-party functionality into the main code, and provide a platform where most new development is occurring. H. Investigate (secure) remote access options to the staff website Looking beyond limited VPN access, provide options for staff to securely access Library resources on the staff website from locations outside the Library or County networks using personal devices/computers. Objective 2 Develop and clarify automation and data retention policies A. Develop data retention policies Long term data storage is often required to provide a baseline in maintaining database integrity and measuring business trends. The Library needs to identify what information is critical to keep systems efficient and manageable and to ensure that the data privacy of customers is upheld. B. Develop and review information technology policies and procedures The Library currently relies on a mix of Library and County polices, but there is a need to verify and highlight specific applications of these policies in relation to Library functions. This ensures that data privacy is maintained and information systems are used for their intended purpose. This includes systems access. 16

17 Objective 3 Improve remote access to library applications by staff A. Assess staff and calendar integration with personal devices Investigate and configure IMAIL to support personal/portable devices, including integration of calendar sharing with clients. B. Improve access to internal services through library provided devices Expand access of manager laptops to allow VPN access to the internal network. Objective 4 Assess Integrated Library System (ILS) industry trends A. Investigate state initiatives related to Evergreen open source software Ramsey County has been participating in discussions surrounding the potential use of Evergreen ILS software. Currently East Central Regional and Plum Creek libraries are using a version of open source ILS. B. Support transition to RDA and update major indexing/display attributes Reconfigure Horizon and Aquabrowser indexing to support both legacy MARC cataloging and emerging Resource Description and Access (RDA) standards. C. Review SirsiDynix application initiatives SirsiDynix is moving to merge the primary modules of both Horizon and Symphony into webbased unified solutions. In addition, SaaS or Cloud services are being created that support discovery services and e-resource management. D. Investigate portable RFID inventory tools The Library currently supports bar code inventory tools and will be investigating the use of similar RFID tools to see if efficiencies can be gained. Objective 5 Simplify and streamline debt collection processes A. Install and configure the Debt Collect module to work with Horizon Debt Collect provides a method to track notification of overdue accounts. Although this module is traditionally used with an external fee-based collection service, the library is going determine if it can be used in-house to streamline current collections processes. Objective 6 Improve Library collection use and availability A. Install and configure export tools to support CollectionHQ CollectionHQ is a remote hosted service that uses specialized reporting tools to analyze library collection use and allows comparisons to other library systems. The Library s data will need to be uploaded on the monthly basis. B. Assess web analytics associated with the website and discovery layer Create standard analytics that will help determine the best practices related to updating the websites and discovery layers in relation to collections. Objective 7 Pursue partnerships with local governments to share resources and reduce costs A. Expand the New Brighton Community Center model for self-service computer access The Library partnered first with the North St. Paul Community Center, and then the New Brighton Community Center to provide and manage computer resources outside of normal library operating hours. This has proven a success, and demand for these resources has grown. 17

18 B. Build on existing partnerships related to developing website and discovery layer functionality Work with MELSA, PALs and regional library systems to develop shared services. Initiatives include co-development of Drupal sites at RCL, ACL and SPPL, and a MELSA sponsored reader s advisory site that can be integrated into local catalogs. C. Pursue a public library Drupal users group to share administrative and development issues Ramsey County Library has been working with St. Paul Public and Anoka County Libraries in sharing public website designs based on the Drupal content management system. All parties have agreed that it would be useful to begin meeting to discuss Drupal administration and development issues. In addition, other library systems like Dakota County and Great River Regional library have shown interest because they use Drupal for either their public websites or staff intranets. Objective 8 Update networks and server infrastructure to support strategic initiatives A. Replace the Library firewall The Library s firewall is approaching the end of its useful life as the library expands services. The hardware has been purchase and will be installed in early B. Provide wireless access for staff The wireless solutions installed during the previous technology planning cycle will support separate staff and public connections. The library needs to set up separate staff access to allow use of secure resources from mobile devices. C. Update wireless controller to support new security certificate The Library needs to update the wireless system to support a recognized security certificate used for viewing its acceptable use policies. D. Increase and maintain bandwidth The Library has partnered with local communities to utilize the Institutional Network (I-Net) to provide fiber building connections for some of its facilities. The I-Net is reliant on cable franchise agreements that will expire at the end of 2013 and If these agreements are not extended, then arrangements will need to be made for alternative connections until a County-wide solution is fully defined. E. Work with County on fiber initiatives As the County works to provide connectivity to all county owned facilities the Library needs to stay involved to ensure continuity of business operations is maintained. F. Expand use of virtual servers In an effort to reduce long term costs and create more robust business continuity, the Library has moved toward virtual servers whenever possible. This allows consolidation of hardware, reduced recovery time and increased portability of systems G. Investigate and install a wireless printing solution Patrons bringing their own devices to the library do not currently have the option to print without transferring files to a library computer. Allowing a means to send documents directly into the Library print queues would provide improved service. H. Complete phone system updates that support queue alerts Provide patrons with a position in the phone queue prompt. I. Review and Standardize backup applications and procedures across systems Where applicable, standardize on one method for backing up systems that will allow simplified recovery and maintenance. 18

19 J. Migrate Websense to version 7 The current version of Websense is end of life. This requires an updated server OS environment. K. Evaluate use of Microsoft System Center Configuration Manager This application can be used to centrally manage applications, desktop virtualization, devices and security. L. Update technology inventory and monitoring tools Streamline management of the Library s physical inventory and network/device status. Currently the Library uses a variety of independent tools to monitor the status and health of its technology. This needs to be centralized to increase efficiencies and response time. Objective 9 Maintain workstation performance standards A. Migrate primary operating system to Windows version 7 All applications used by the Library are now supported on Windows 7. The Library needs to move to this operating system release for continued support of applications. B. Investigate and assess the use of virtual desktop interfaces (VDI) Virtualization of workstations is not always possible and depends on the applications and systems being used. There are some potential opportunities virtualized workstations can provide to lower maintenance costs, maintain updated software and extend hardware life. Objective 10 Enhance Library security systems A. Increase/realign security camera coverage upon review of existing coverage Security cameras have been in place for several years and a review of camera positions and quality needs to be done to insure coverage of critical areas. 19

20 Section C Budget Development and Planning Ramsey County Library utilizes several sources of funding for technology. These include established line items for capital and operational costs, MELSA funding, special grants, year-end surpluses and revenues from for-profit ventures. Technology is often considered a one-time expenditure, when in reality it often carries with it a 5-10 percent ongoing operational cost. The Library needs to ensure it can provide ongoing maintenance and end-of-life replacement funding Ramsey County Library Budget Overview and Projected Future Costs - Automation Services* Category Description Annual Costs 2013 Annual Costs 2014 Annual Costs 2015 Communications (telephone, branch connections, Internet access) Data and Phones 1 $58, $61, $64, Purchased Technology Services (i.e. maintenance) Hardware $137, $143, $151, Purchased Technology Services (i.e. maintenance) Software $28, , , Capital Expenditures (technology equipment) Public and staff computing replacement $50, $50, $50, SirsiDynix ILS System Maintenance $78, $82, $86, Support - Equipment Repair System-Wide Repair 2 $9, $9, $10, Support - Operating Supplies System-Wide Supplies 3 $56, $59, $62, Total Expenses $418, $436, $455, This does not include a 50% discount if we meet E-rate qualifications 2 Repair budget covers PCs, peripherals, furniture, cabling+ 3 Operating supplies covers toner, diskettes, tools, cabling+ Note: Budgets assume 5% inflation even though history has shown smaller inflationary increases *Does not include County assessment for County-wide systems. 20

21 Section D - Technology Infrastructure, Management and Support Technology Support Staff and Skills Required Support Services Manager 1 FTE Automated Information Systems Coordinator 3 FTE The Library s technology is largely driven by the integrated library system (currently Horizon) and the demand for access to technology and resources by the community. The Library maintains its own network, servers, workstations and business applications in support of providing library service to the community. Specific responsibilities range from database management, network configuration, peripheral installation, application configuration/design and user interface support. Knowledge required includes familiarity with Linux, Windows and Networking protocols with a focus on specific library applications. Current staffing levels meet ongoing demands for service and maintenance, but allow limited opportunities to take on new projects without careful planning. This is partly due to the requirement to provide on-site support six days a week and on call support 24/7. Ramsey County Library has a limited continuing education budget for conference attendance, workshops and higher education. This funding is inadequate for maintaining typical technology certifications. Because of this, critical systems are covered by maintenance agreements while on-site staff maintains a working knowledge of library hardware and applications. In addition, limited staffing levels make providing time for training a challenge. Technology Operations Management Requirements Below are five significant challenges related to maintaining technology operations/management and how Ramsey County Library addresses them. Security - Standard physical and operational security measures are in place. These include controlled physical access, account management, and up to date network configurations. Disaster recovery - Network topology is in place that allows management of all computer systems from any Library building. Data backups are stored in two different physical locations (buildings). All major systems are backed up daily. The Library has moved to virtual servers to improve business continuity. Technical and user support Support is provided through a mix of staff physically present, on call and/or available by mobile phone. Automated procedures are in place to alert staff when systems fail (using pagers, phones and ). Hardware and software upgrades Library policy is to upgrade software to proven revisions and hardware as required. The library is currently on a five year hardware replacement cycle. Hardware and software maintenance contracts Contracts are purchased for major servers or critical technology. Other systems (PCs, printers) use manufacturer warranties, spares and repair budgets. Equipment will stay in use, maximizing the return on monies invested, until it proves to be problematic or can no longer support the needs of the Library. 21