1. #TechUp! Brooklyn Public Library
A program for growing the tech presence in services provided at the Brooklyn Public Library
Prepared for Jeannette Moy, Chief Strategy Officer for Brooklyn Public Library

2. Table of Contents EsperonHarper LLC……………………………..3
Brooklyn Public Library Contents
Table of Contents
EsperonHarper LLC……………………………..3
Executive Summary…………………………….4
Problem Assessment…………………………..5
Hierarchy……………………………………....6
Staff Evaluation..……………………………7
Financial: Reallocated Staff Cost….…8
Strategic Plan………………………………………9
Implementation Strategy………………….16
Financial: Training Costs………………17
#TechUp! Workshops……………………….18
Financial: Workshop Budget……
Conclusion………………………………………..28

3. About Us
Providing advisory and training services to information organizations since 2014
And now… 3

4. Brooklyn Public Library Resources
At a Glance: Employees
President/CEO Linda Johnson appointed in August 2011
38 member elected and appointed Board of Trustees
1,050 Total Staff
319 ALA-MLIS Librarians
400 Clerical Staff
331 Other Paid Staff
At a Glance: Resources
58 branches
4 Bookmobiles
3,562,876 Total Collection Items
3,208,769 Print Resources
29,060 eBooks
30,482 Audio – Physical Units
7,463 Audio – Downloadable Titles
286,187 Video – Physical Units
915 Video – Downloadable Titles
At a Glance: Patrons
Serves more than 2.5 million residents
12 million visitors each year
At a Glance: Financials
$130 million total operating expense in 2013
$136 million in revenue in 2013
City of New York is the largest source at 63%
Incorporated in New York as a 501(c)(3) company
Brooklyn Public Library has implemented several time saving initiatives that have freed up staff time to implement programs that support their strategic agenda: education, access, culture, inclusion, space, and stewardship. Their workforce does not currently have the training necessary to implement these programs. Filling in the gaps in staff skills is essential if the Brooklyn Public Library is to achieve their strategic objectives within budget.
Source: Institute of Museum and Library Services “Public Libraries in the United States Survey” 4

5. “ ” Brooklyn Public Library The Problem
The recent creation of the BookOps Department has streamlined cataloging and processing by combining the services at Brooklyn Public Library with the efforts at the New York Public Library. This has resulted in the redundancy of 10-15% of the existing Brooklyn Public Library clerical staff who are now no longer needed at their stations. Instead of removing the unnecessary positions and laying off the employees, BPL wishes to make use of their technical staff in new and inventive services to support the goals of the library.
Brooklyn Public Library has a surplus of technical processing staff that can be redeployed throughout the library to provide technical services to the community. “
How can BPL reallocate existing resources to add more services to the library? ”
Source: BookOps Website at 5

6. 30-60 reallocated clerical staff
Brooklyn Public Library Organization
30-60 reallocated clerical staff
Source: Jeanette Moy, Chief Strategy Officer and Vice President for Strategic Planning for the Brooklyn Public Library 6

7. Staff Evaluation Staff Strengths Staff Weakness
Brooklyn Public Library Staff Evals
Staff Evaluation
Staff Strengths
Staff are already employed by the Brooklyn Public Library and are therefore already integrated into the BPL Family and structure.
Staff are also:
Willing to Learn
Excited to Assist Librarians
Qualified to Supervise
Proficient in Processing
Proficient in Technical Services
Willing to Help People
Ready to Supply Customer Service
Acclimated to the Library’s Data
Organization System
Staff Weakness
Redeployment from existing position will require training and restructuring of existing staff.
As unionized staff members, there are potentially new duties outside of the job description that the technical services department will not be legally able to perform. As a team, they will have to be aware of these limitations and not overextend themselves despite their enthusiasm to learn.
Source: Jeanette Moy, Chief Strategy Officer and Vice President for Strategic Planning for the Brooklyn Public Library 7

8. Reallocated Staff Cost
Brooklyn Public Library Financial
Reallocated Staff Cost
In 2008, BPL spent $55,410,187 on salaries and $21,724,294 on benefits for a total staff cost of $77,134,481.  They employed total staff for a per staff member burdened cost of $67,732. Without benefits, that equates to an average salary of $48, for each member of the processing staff.
$1,459,687-$2,919,373 reassigned labor cost per year
30-60 reassigned clerical staff
$48, salary per person X =
Source: Institute of Museum and Library Services 8

9. Sources: Brooklyn Public Library Strategic Plan
The Strategic Plan serves as an outline of the goals and plans of the library to the public. However, some aspects of these goals are not inline with the library’s key performance indicators. In concentrating the training of the staff members on aspects from the strategic plan, the library can refocus on their goals without exerting additional resources.
Brooklyn Public Library has implemented a strategic plan focusing on 6 key areas:
Education
Inclusion
Access
Space
Culture
Stewardship
Sources: Brooklyn Public Library Strategic Plan 9

10. Community Difficulties
Brooklyn Public Library Strategic Plan
Education
Community Difficulties
Brooklyn High School students are underperforming in English and Math in comparison to the New York State averages
Action Items
Increase tutoring programs
Target students who would not traditionally look for help
Increase Library visibility in schools
Library Goals
Promote Lifelong Learning
Encourage Civic Participation
Support early literacy
Provide support for Common Core
Training Required for New Staff: Skills in Public Service, Teaching, Programming Events, Basic Educational Reference, Patron Interaction, Educational Software, Job Application Software
Sources: Brooklyn Public Library Strategic Plan and New York State Report Cards 10

11. Community Difficulties
Brooklyn Public Library Strategic Plan
Access
Community Difficulties
Patrons cannot afford to purchase many commodities such as internet access, making the library one of the largest providers for free WiFi access
Patrons who cannot afford time or expenses to travel demand a higher access to e-materials
Action Items
Increase internet bandwidth in high use areas
Acquire additional eBook resources
Provide technical support for e-readers, tablets, and other devices
Install high speed fiber in low income branch libraries
Library Goals
Increase availability of resources
Increase patron foot traffic in libraries and mobile locations
Increase number of active registered card holders to over 50% of residents by 2017
Training Required for New Staff:
Skills in Microsoft Office Suite, Technology Devices, Internet Connection, , Social Media, Internet Safety, Website Building
The library is the largest provider of free internet in the borough and for many patrons Brooklyn Public Library provides their only access to computers and the internet. Patrons expect technical help with a large variety of mobile devices.
Source: Brooklyn Public Library Strategic Plan 11

12. Community Difficulties
Brooklyn Public Library Strategic Plan
Culture
Training Required for New Staff: Skills in Language Literacy, Language Software, Cultural Sensitivity
Community Difficulties
Brooklyn is a diverse borough with many under represented ethnic communities
46.2% of residents speak a language other than English at home
22% of residents are born outside of the United States
13.4% of those who speak a language other than English speak English “less than very well”
Brooklyn’s most widely spoken foreign languages are Russian, Chinese, and Spanish
Action Items
Create an inclusive environment to celebrate all ethnicities and races
Increase English language proficiency through tutoring
Provide language learning software
Create ethnically-centered library collections and displays
Create Diversity Immigrant Visa Program
Library Goals
Celebrate diversity
Educate ignorance
Support creative expression, culture, and the arts
Continue offering Passport Services
Source: Brooklyn Public Library Strategic Plan, the 2010 US Census, and the American Community Survey 12

13. Community Difficulties
Brooklyn Public Library Strategic Plan
Inclusion
Community Difficulties
Community is comprised of an extremely diverse population consisting of immigrants, elderly, homeless, formerly incarcerated, and disabled persons
Each community member has vastly different needs
Action Items
Add programming that supports each demographic but focuses efforts on enabling broad socialization
Library Goals
Strengthen library accessibility for immigrants
Provide programming and services for older adults
Improve service to all patrons, including veterans, persons experiencing homelessness, people with disabilities, and incarcerated and formerly incarcerated individuals
Brooklynites represent 93 different ethnic groups, 150 nationalities, and they speak 136 different languages. 99
Number of distinct self-reported ancestries among Brooklynites as of the 2010 census.
Training Required for New Staff:
Diversity Training, Immigration Procedures Awareness, Community Needs Assessment, Cultural and Political Correctness Procedures, Customer Service
Source: Brooklyn Public Library Annual Reports for 2013, 2011, 2009 and Corporate Circle Listings 13

14. Community Difficulties
Brooklyn Public Library Strategic Plan
Space
Community Difficulties
Deferred maintenance at several branches have left much of the available space in critical need of service
There is a deficit between available funding and needed repairs, necessitating creative management of space and funds to meet strategic objectives
Action Items
Modernize the space footprint where possible
Repurpose spaces that cannot reasonably be updated.
Redefine the notion of the library “space” by reaching out into the community
Library Goals
Expand colocation services to make better use of library resources in unconventional spaces
Provide access to resources that satisfy community needs, bringing people to the spaces
Without additional funding, libraries in disrepair will eventually need to be closed or sold, which demonstrates a disconnect between budgeting allocations and concern for public safety.
Training Required for New Staff:
Monitoring Maintenance Needs of the Facilities, Awareness of Local, State, and Federal Safety Procedures, Spatial Organizational Awareness
Source: Brooklyn Public Library Strategic Plan 14

15. Community Difficulties
Brooklyn Public Library Strategic Plan
Stewardship
Community Difficulties
Consumer technology and user preferences may be changing faster than the library can support
The library must be more agile to account for these rapidly changing trends
Action Items
Implement detailed assessment plans to monitor user needs
Establish advanced internal technical services to support
Expand upon shared technical services
Library Goals
Actively engage staff, trustees, supporters, volunteers and partner organizations in the Library’s mission and transformation 60
The approximate number of clerical staff who require training to expand technical services
BPL benefits from a dedicated staff. BPL also is on a hiring freeze, making introduction of new skills difficult
Training Required for New Staff:
Ongoing Computer and Mobile Device Training, Ability to Adapt to New Forms of Technology, Public Service
Source: Brooklyn Public Library Strategic Plan 15

16. Implementation Strategy
Brooklyn Public Library Implementation
Implementation Strategy
The #TechUp! campaign will be implemented as a series of training sessions designed to enhance the technology skills of the staff at BPL
Assess needs
Identify those that will be trained
Identify which sessions each should attend
Train the trainer – plan for each attendee to be able to share knowledge
Schedule and hold sessions with local resources
Plan and implement new services 16

17. Training Costs Brooklyn Public Library Financial
Training classes will cost between $300 and $4,000 per person depending on topic and delivery
Offset costs by collecting online resources and building libguides and pathfinders
Consider a train-the-trainer approach
Subset of staff receive the official training
Develop classes and resources to train their colleagues
Coordinate with community members to help train on-site in lieu of expensive and often impractical off-site training
Review all available online resources and develop curriculum internally
Lynda.com
Microsoft IT Academy
Coursera
Balance cost versus quality (“You get what you pay for”) 17

18. #TechUp! Skills Workshops Hardware and Software Needs Assessment
Brooklyn Public Library #TechUp!
#TechUp! Skills Workshops
Skill Workshops
Intro to Computing
Microsoft Office
Content Management Systems
WordPress, Drupal, Wix, etc.
Reaching Electronic Resources
Internet Safety
Malware, Viruses, etc.
Mobile Platforms
Apple, Android, Windows Mobile, Blackberry
and Social Media
Entrepreneurship Seminar
The Goal
Position Brooklyn Public Library’s Staff to:
provide services to their community to help them connect to the information they need
provide training that increases the marketability of their community members in a competitive job market
Hardware and Software Needs Assessment
Mobile Devices
Internet connectivity
eReaders / Tablets
Computers
Microsoft Office 18

19. #TechUp! Intro to Computing
Brooklyn Public Library #TechUp!
#TechUp! Intro to Computing
Learning Outcomes
Learn Basic Computer Functions
Turn computers on and off
Keyboard and mouse connections
Printer and Bluetooth capabilities
Provide Tier 1 Troubleshooting Support:
Fix screen freezes
Check wires and cables
Isolate problems and record errors
Shutdown and restart computer
Open and close problematic programs
Access and use Windows and Mac Task Manager to force quit programs
Remove CDs and flashdrives before turning the computer on or off
Hard restart
Fix speakers and printer connectivity
The Goals
Train the staff so that they are capable and feel confident in answering patron’s computer based questions
Staff are proficient using troubleshooting techniques and logging more difficult questions
Delivery Strategy
Classes of 10 staff members per instructor
Taught interactively in a computer lab with projector presentation and demonstrations
Instructor is accessible for questions after event and throughout the year by
Estimated Cost
10 x $500 = $5,000
Source: GCF Computer Basics: Basic Troubleshooting Techniques 19

20. #TechUp! Microsoft Office
Brooklyn Public Library #TechUp!
#TechUp! Microsoft Office
Learning Outcomes
Teach Staff How to Direct Patrons to:
Perform basic though advanced functions in Microsoft Office 2013
Communicate information through effective PowerPoint presentations
Perform varying tasks using Microsoft Excel
Find online resources to enhance their knowledge of products in the Microsoft Office Suite
The Goals
Provide community members with the technical competency to communicate using popular productivity software
Provide a platform for increasing employability of community members
Delivery Strategy
Classes of 10 staff members per instructor
Structured Classroom Training
Supplemental online videos
Estimated Cost
10 x $2,000 = $20,000 20

21. #TechUp! Content Management Systems
Brooklyn Public Library #TechUp!
#TechUp! Content Management Systems
Learning Outcomes
Teach Staff How to Direct Patrons to:
Understand the basics of web technologies
Be aware of common, freely available content management systems
Set up and maintain a free web site using
WordPress
Wix
Drupal
Understand the basics of promoting web sites through social media
The Goals
Provide community members with the ability to communicate via the web
Provide access to resources to help local small businesses develop affordable online presences
Delivery Strategy
Classes of 3 staff members per instructor
On-site workshops and training
Supplemental online resources
Estimated Cost
3 x $1,200 = $3,600 21

22. #TechUp! Reaching Electronic Resources
Brooklyn Public Library #TechUp!
#TechUp! Reaching Electronic Resources
Learning Outcomes
Teach Staff How to Direct Patrons to:
Access and navigate the Library Catalog
Navigate different website browsers
Access the most popular databases
Browse the complete list of subscribed databases, magazines, newspapers, and scholarly journals
Conduct effective search techniques for electronic resources: article and journal title, author, keyword, and date searches
Effectively use library research guides, indexes, and abstracts
Manipulate databases for full text downloads and similar resource requests
Vet websites for quality
Navigate non library websites such as Google Scholar and job application sites
The Goals
The staff are competent and confident in navigating the library catalog, databases, Google Scholar, and other reputable electronic resources
The staff can help patrons determine reputable sources and answer basic directional website questions.
Evaluate reference questions and refer to a librarian as needed
Delivery Strategy
Classes of 5 staff members per instructor
Taught interactively in a computer lab with projector presentation and demonstrations
Instructor is accessible for questions after event and throughout the year by
Estimated Cost
5 x $800 = $4,000 22

23. #TechUp! Internet Safety
Brooklyn Public Library #TechUp!
#TechUp! Internet Safety
Learning Outcomes
Teach Staff How to Direct Patrons to:
Develop and utilize the necessary skills to protect oneself from online threats
Recognize effective passwords and employ tactics in securing passwords
Identify and utilize tools for protecting their computers from Internet threats
Avoid scams from phishing and spam
Safely browse the Internet
Use social media in safe and responsible ways
Identify ways to avoid or deal with Cyber-harassment
Safely and securely use mobile devices
The Goals
Promote information security as a key component of information literacy
Raise community awareness of the social implications of a relatively unregulated Internet community
Help reduce the costs and risks to community members as a result of computer repair from malicious software
Mitigate the uses of personal information that enable identity theft
Delivery Strategy
Classes of 5 staff members per instructor
Structured Classroom Training
Supplemental online videos
Estimated Cost
5 x $800 = $4,000 23

24. #TechUp! Mobile Platforms
Brooklyn Public Library #TechUp!
#TechUp! Mobile Platforms
Learning Outcomes
Teach Staff How to Direct Patrons to:
Make educated decisions around the purchase of mobile web-enabled devices
Understand the use of Mobile Technologies
Apple
Android
Windows Mobile
Blackberry
Understand the options available for parents to secure mobile devices for proper use by children
The Goals
Provide the community with a safe place to learn about mobile technologies without the sales pressure of a retail environment
Broaden the community understanding of mobile technologies to enable them to make cost-effective and safe decisions about the purchase and application of mobile technology
Delivery Strategy
Classes of 3 staff members per instructor
On-site workshops and training
Supplemental online resources
Estimated Cost
3 x $1,200 = $3,600 24

25. #TechUp! Email and Social Media
Brooklyn Public Library #TechUp!
#TechUp! and Social Media
Learning Outcomes
Teach Staff How to Direct Patrons to:
Navigate Gmail and different clients
Create, login, and logout of accounts
Create, send, and receive s
Create strong passwords
Understand the differing uses and restrictions of , Facebook, Twitter, Pinterest, Google+, LinkedIn, Tumblr, and other social media sites
Create, login, and logout of social media accounts
Create status updates: post, tumble, pin, tweet, etc
Upload pictures and videos
Manipulate settings of various social media accounts for security purposes
Connect with other users and navigate search parameters
The Goals
Train staff to be competent and confident in navigating different and social media sites
Educate the staff in social media and terminology and differing uses
Delivery Strategy
Classes of 3 staff members per instructor
Taught interactively in a computer lab with projector presentation and demonstrations
Focus training on common elements in a number of social media sites with select focuses on unique elements
Instructor is accessible for questions after event and throughout the year by
Estimated Cost
3 x $1,200 = $3,600
Source: GCF Computer Basics: Basic Troubleshooting Techniques 25

26. #TechUp! Entrepreneurship
Brooklyn Public Library #TechUp!
#TechUp! Entrepreneurship
Learning Outcomes
Teach Staff How to Direct Patrons to:
Identify local, state, and Federal resources for small business owners
Start and run a business in a competitive climate
Develop networking skills
Develop entrepreneurial strategies for career improvement
The Goals
Create a space for small business owners to safely work and access resources
Develop a network of local business leaders to create an entrepreneurial environment
Delivery Strategy
Classes of 5 staff members per instructor
Training seminar
Allocate space to use as a small incubator
Estimated Cost
5 x $1,200 = $6,000 26

27. Budget Brooklyn Public Library Budget
* Costs are estimates based on best available pricing data from local training providers 27

28. Conclusion Brooklyn Public Library Conclusion
In a library district that has limited private access to technology and the internet, the library provides the resources and now the trained technical staff to assist patrons in their research, self expression, and lifelong learning. In providing these new services, the library is carrying out their strategic plan to provide a safe learning environment to educate the community. Reallocating and training existing clerical staff through the #TechUp! Workshops provides a viable and fiscally responsible plan for the library to provide these new technological services.
Library Goals
Reallocate redundant clerical staff from the Processing Department to interact with patrons and provide basic technology support for users
Focus new programing and services on the community needs and library’s strategic plan: Education, Access, Culture, Inclusion, Space, and Stewardship
Reallocate staff time and funds within the existing budget
Implementation
Create and enact a series of eight focused #TechUp! workshops where clerical staff can learn new customer service techniques and technological abilities to better serve the patrons
Create an organizational structure for reporting unusual errors and referring reference questions
Create a structure where staff are taught and trained to instruct other employees within the system
Outcome
Library staff will be able to cater to the patrons’ technological needs and encourage lifelong learning
The library will be able to fill a gap in their current services and refocus on their overarching goals
The library will create a skilled and flexible labor force without having to layoff existing workers
The community will benefit from the library’s focus on technology 28