Organizational Management

Organizational Management - Libraries manage resources so that members of the community who need or want access can get it regardless of ability, skill, personal technology, or available time.

Benchmark 7: Libraries integrate public access technology into planning and policies

7.1. The library maintains technology and patron data management policies.

  • The library has a hardware replacement plan with a 3-5 year refresh cycle
  • The library has a software upgrade plan with a 3-5 year refresh cycle
  • Practices for updating to current versions of Internet browsers, web applications, and plug-ins (e.g., Java, PDF, Flash, Shockwave, Windows Media Player) are included in a technology management plan
  • Practices to ensure the security of patron data, including at least clearing online session data from public computers and procedures for handling sensitive information, are included in a patron privacy plan
  • Network security practices for timely application of updates and patches are included in a technology management plan
  • Processes for system recovery are included in a technology management plan to ensure continuity of services in the event of catastrophic technology failure

Benchmark 8: Libraries have sufficient staff with technology expertise to help patrons achieve their goals

8.1. The library provides staff with work time to engage in technology-related learning activities.

  • All public services staff are allowed work time to engage in technology-related learning activities such as webinars, online tutorials, or classes
  • All public services staff are allowed work time for hands-on learning with new devices, software, or other technology
  • All staff are provided the opportunity to attend annual training during work time from experts in the following areas:

    Workforce development
    eGovernment
    Education
    Health & wellness

    • Key staff are provided the opportunity to attend training in the creation of digital content during work time
    • Key staff are provided the opportunity to attend training in instructional design and techniques during work time

    8.2. Library staff assigned to assist patrons are responsible for maintaining technology competencies.

    • Job descriptions for public services staff contain technology competencies and responsibilities
    • Annual evaluations for public services staff include review of technology related performance
    • Annual goal setting for public services staff includes expectations for technology performance

    8.3 Staff assigned to assist patrons are able to answer patrons' technology questions.

    • 100% of public services staff are able to assist patrons with basic technology questions
    • 25% of public services staff in each location are able to assist patrons with intermediate technology questions
    • 10% of public services staff in each location are able to assist patrons with advanced technology questions

    Benchmark 9: Libraries have sufficient devices and bandwidth to accommodate user demand

    9.1. The library has a sufficient number of device hours available on a per capita basis.

    • 3.00 - 6.00 device hours per capita
    • 6.01 - 12.00 device hours per capita
    • >12.00 device hours per capita

    9.2. The library meets or exceeds the minimum bandwidth capacity necessary to support public user demand.

    • Each public Internet user is allocated at least 128 kbps upload and 512 kbps download of network bandwidth capacity
    • Each public Internet user is allocated at least 256 kbps upload and 768 kbps download of network bandwidth capacity
    • Each public Internet user is allocated at least 500 kbps upload and 1 mbps download of network bandwidth capacity

    9.3. The library assures adequate time for patrons to complete tasks.

    • Library has session management software
    • Library staff are empowered to extend public access sessions
    • The wireless network signal extends to all public areas of the library at all locations
    • Some public access terminals are designated with extended session periods
    • Internet-enabled devices with extended session periods are loaned within the library
    • Internet-enabled devices are loaned for use outside the library

    9.4. The library provides peripheral equipment that enables patrons to complete tasks.

    • Headphones are available to loan to patrons
    • Patron needs for privacy while conducting sensitive transactions are accommodated through at least one of the following:

      Installing privacy screens for computer monitors
      Placing computer monitors so they can't be viewed by other patrons
      Installing partitions between workstations  
      Having public computers in private rooms

      • Patrons are able to scan documents into digital formats
      • Wireless-enabled printers are available for patron-owned devices
      • Video conferencing equipment is available for public use
      • Presentation equipment (e.g., projector, microphone, etc.) is available for public use
      • Multimedia production equipment (e.g. digital cameras, audio recorders, video cameras) is available for public use

      Benchmark 10: Libraries manage their technology resources to maximize quality

      10.1. The library actively manages Internet connectivity.

      • The library knows the maximum available bandwidth speed available at each location
      • Speed tests are performed on public computers to compare advertised and actual bandwidth speed
      • Alerts about connectivity problems are received in real time
      • Connectivity (up/down/ping) is continuously monitored at the network level for all locations
      • Network traffic is monitored by packet type and volume
      • Library allocates bandwidth for library staff functions and public Internet access through separate data circuits or through hardware/software mechanisms to prioritize network traffic
      • Network bandwidth is shaped for quality of service

      10.2. The library minimizes out-of-service devices.

      • Library staff have access to a troubleshooting guide for network devices and peripherals, including call numbers and service provider information
      • A lockdown software program (e.g. Deepfreeze) is installed on public computers
      • The library uses a master image deployment and recovery (e.g. Clonezilla, Ghost) system for public computers
      • Cold spares are available to switch out downed devices with fresh hardware within a business day
      • The library has access to personnel with sufficient IT expertise to maintain the library's network and public technology systems
      • The library has at least one staff member located onsite with sufficient IT expertise to maintain the library's network and public technology systems

      10.3. The library tracks key measures about public technology services for planning purposes.

      • The following metrics are tracked on an ongoing basis:

        Number of hours public devices are in use by patrons
        Number of attendees in technology classes
        Average wait times for public devices
        Number of wireless sessions
        Number of requests for one-on-one technology help

        Benchmark 11: Libraries ensure participation in digital technology for people with disabilities

        11.1. The library accommodates users with disabilities.

        • At least one public terminal with assistive technology that enable use by the visually impaired (e.g., screen readers, magnification, high contrast keyboards and displays) is available at all locations
        • At least one public terminal that can be converted with assistive technology to facilitate usage by people with motor and dexterity impairments (e.g., touch screens, trackballs, switches, voice-recognition software) is available at all locations
        • The library has at least one workstation in each location that can accommodate a wheelchair or mobility vehicle
        • The library website is compliant with World Wide Web Consortium (W3C) disability standards as evidenced by the use of an online validation service
        • Specific accessibility goals are included in the strategic plan
        • Staff are provided with training at least annually for recognizing and serving patrons with disabilities