Name: Elena Rosenfeld

Date: Oct 25, 2010

CUSTOMER SERVICEPROPOSAL

PROPOSAL NAME: Purchasing a mobile device interface for the public to access – 1 Year Pilot

DESCRIPTION: LibraryThing, a company we have been using for other tools, has developed a functional mobile interface that works for HPLD’s catalog and website.

Use the link below on a mobile device to see how it works. It allows access to checking the account status, reserving items, etc.

= new link that is much shorter!

The current tool is directed towards public functions only; so there is no staff access to assistance opportunities such as placing holds for patron with no card handy, etc.

DISTRICT: YES_X_ NO:____ Library or Department____

COST: $600 per year (currently)

OBJECTIVES:

  • To provide options that meet public demands and expectations for software that works on a variety of mobile devices.
  • To provide a tool that is useful for quick access to library information for people “on the go.” – this may ultimately be as useful for staff as for public.
  • To lessen reliance on stationary computers which may free library spaces from the need of PACs in the Stacks.
  • To maintain a strong relation with LibraryThing to allow us to continue serving as a beta site for some of their product (note: while this is an objective, it is not a driver to push this forward).

MEASURES OF SUCCESS:

MeasureHow Information Is GatheredWho Gathers Info

Cost per use is less than $2.50 / The annual cost ($600) divided by the number of times the software is used. / LibraryThing should have a tool for these types of measures.
Non-HPLD materials carry news/publicity about service / Spider-type searches trolling for HPLD-related PR / PIO? LibraryThing team?
80% feedback received about the site is positive. /
  • Continued growth of use
  • Verbal/written feedback to staff
  • Look for complaints that pertain to specific mobile device
/
  • LibraryThing stats
  • Staff receiving feedback informs Project Team

Ongoing troubleshooting takes 5 hours or less of staff time per quarter. / Work orders requesting assistance with LibraryThing site; IT tracked time on resolving problems / IT staff
LibraryThing makes at least 2 significant improvements to the tool based on feedback / LibraryThing sends update information / IT staff?
LibraryThing responds to resolve issues within a timely amount of time / Interactions with IT staff; IT will provide feedback on the responsiveness. / IT staff

**note: highlighted items need confirmation/correction through the Project Team process

MILESTONES:

QUARTERACTION

2010 Dec 23 / Define project, organize effort, complete initial assessment and feasibility.
Decision needed by end of November. IF A GO, then…
2011Jan / Purchase and promote software, prep and distribute training, communication, etc
2011Jan / Go live

STAFFING and TIME COMMITMENT:

Project Planning Ongoing Operational

RoleResourceTime Needed Support Needed

Project Sponsor – authorizes funding & resources for effort / Elena Rosenfeld / 2 hours to support decision making/process/general QA / Estimate 15 minutes per month for ongoing decision-making
Project Manager – organizes & manages overall effort / TBD – will lead the core team that oversees this project / 20 hours / None – moves to operational support
Approves contract with LibraryThing – identifies measures necessary / IT / 3 hours / 15 – 30 minutes per month estimated in change requests, support, and reporting
Horizon Interface / Gem Stone-Logan / ?? to insure stability between LibraryThing and Horizon
?? to work with the default index (add search by ISBN) / ?? Address any impact to tool and Horizon due to updates or other changes
Publicity development & Tracking / LibraryThing TF
PI / 1 hour – HP Highlights article
7 hours (est) for External publicity / ?? depends on current process to track new postings and publicity.
Develop link information from webpage / Web Team / 2 hours / Nominal
Trainers – define & create training content / Project Manager & Eileen McClusky / Estimate 6 hours to develop online training/reference resource / 15 – 30 minutes as updates occur
Public Service – Library staff / LMs, PSSs, LMSs to support training / 15 to 30 minutes to take training/know where information is located / 15 – 30 minutes as updates occur

COMMUNITY INVOLVEMENT/PARTNERSHIPS:

  • Share information with educational organizations in the HPLD area

PUBLIC INFORMATION/PROMOTION (district wide:

  • In House – HP Highlights about the site 2 weeks before it is made available for public.
  • External – Make information available as per PI recommendations once site is available. Ideas considered for external promotion include:
  • Press Release
  • Targeted emails to educational institutions
  • Physical display items (such as posters or table tents) informing public of new tool.

STAKEHOLDERS:

  • Community users of application
  • LibraryThing programmers – potential impact from feedback; ultimate decision whether to continue with the product
  • Other LibraryThing libraries – potential impact from our feedback on the product

TIME COMMITMENT: 1 year as a pilot project. A final Y/N decision will be made 1 month before the end of the pilot based on the measures above.

  • Estimated staff time: 5 hours max for publicity and promotion efforts.
  • Up to, but not to exceed 5-hrs per quarter for IT staff
  • Minimal time for Public Services staff – approx 30 minutes maximum for introduction to the product. Anticipate no more than 15 minutes a week to work with public upon start-up.

ESTIMATED COMPLETION DATE:1 year from OPT approval date with an option to continue forward as measures direct if funding allows.

Supervisor Reviewed:Approval Date:

OPT Reviewed:N/A Approval Date: N/A

Project’s Final Status:Date: