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#TechUp! Brooklyn Public Library

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Presentation on theme: "#TechUp! Brooklyn Public Library"— Presentation transcript:

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


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