SWAN March Quarterly Meeting Presented by Aaron Skog, SWAN Executive Director March 3, 2016

 Enterprise plan  Continue with existing pilots  Franklin Park Public Library District  Lansing Public Library  All other features on hold

Relevancy Issues with Returned Search Results Search Training for Public Services Library Staff Reorganize Catalog Items for Better Facets & Format Icons Listening Tour Patron Usability Study Membership Questionnaire/Feedback Survey

 BLUEcloud Cataloging  Bookmyne Plus  MobileCirc  ProPay credit card swipes  SVA pilot

 5 SWAN Cataloging Libraries  Downers Grove  Morton Arboretum  Oak Lawn  Oak Park  Tinley Park

 March 9 & March 23  Bring your Library tablet (iPad or Android)  SWAN will license the app  Assist with laser scanner and print setup  Conduct training on various functions

Tablet Apple iPad Mini 16GB (Newest Generation) $400 on AmazonAmazon BlueTooth Printer Star Micronics SM-S220i $310 on AmazonAmazon 2 ¼ x 50’ Thermal Paper (50 Rolls) $20 on AmazonAmazon Barcode Scanner (2D) (Optional) Socket Mobile 7Qi CX3308 $400 on AmazonAmazon Barcode Scanner (1D) Socket Mobile 7Ci CX2870 $200 on AmazonAmazon

 Waiting on ProPay EMV, aka “Chip & PIN”  Pilot at Oak Lawn using magnetic swipes  Configured Circulation Desk  Symphony  ProPay EMV Position & Roadmap

Data migration underwayLansing April 19 Go-liveFranklin Park May 10 Go-live

ProjectMarch Q12016June Q2 2016Sept Q MobileCircRolling Out SVARolling Out BLUEcloud VisibilityRolling Out BLUEcloud CatalogingPilot Credit Card SwipesPilot BookMyne PlusPilot Enterprise Profiles & RoomsDUX pilot Enterprise EBSCO EDSProgress Report BLUEcloud AnalyticsProgress Report Symphony OutreachProgress Report Strategic Partnership Program (SPP)Introduction Social Library (Facebook Integration)Progress Report Portfolio (digital collections)Progress Report

Virtual server snapshot issue November 2 nd (15 minutes, unplanned) Long-running maintenance report required system downtime to complete December 2 nd (30 minutes, unplanned, before-hours) Scheduled operating system patching and reboot January 24 th (1 hour, planned, after-hours) Long-running maintenance report required system downtime to complete February 2 nd (30 minutes, unplanned, before-hours) Background database work resulted in system slowness and dropped connections February 24 th (30 minutes, unplanned)

Enterprise upgrade to version December 15 th (4 hours, planned) Web Services cutover to December 15 th (30 minutes, planned) SaaS server system memory issue December 19 th (30 minutes, unplanned) SaaS server TomCat service issue December 30 th (15 minutes, unplanned) SaaS server system memory issue January 2 nd (30 minutes, unplanned) Related to Symphony/WorkFlows server patching January 24 th (1 hour, planned) SaaS server system memory issue February 9 th (15 minutes, unplanned)

 Aaron Skog, Up Next  Steven Schlewitt, IT Manager  Susan Ricker, Library Relations Specialist

 Melrose Park Pilot Summary by Cynthia Maiello Glucklich, Assistant Director Melrose Park Users like having SVA as an option. SVA frees up staff time, which is very crucial for a library with a small staff. It’s a win win.  Patron Quotes from Melrose Park: “The voice was clear and pleasant” “It was very helpful” “Good addition to the library” “So much easier then checking my s”  Woodridge Pilot Summary by Julie Lombardo, Circulation Department Head “Our patrons went from shock at receiving an automated message regarding their holds and/or overdue items to quiet acceptance. The patrons who filled out surveys all said that the timing and delivery of the messages were appropriate and understandable. In a few short months they realized that receiving an automated call was just as effective as a call from a live person.”

 Resolutions:  Notices personally re- recorded by SWAN for a more personal tone, proper pronunciation and pacing  Caller ID of “Local Library” applied to toll- free number  Most significant survey grievances:  Default robotic voice is unclear  Friendly, non-robotic voice preferred  Automated messages read too quickly  Toll-free 800 Number misleading

 All libraries will be added by April 29 th, unless requested otherwise  All patrons having a “Phone” preference will receive hold, overdue, and bill/fee notices via SVA  Libraries can have all “Print” notice preferences migrated to “Phone” for their patrons by request to

Steven Schlewitt,

FIRST EVER FULL SWAN MEMBERSHIP MEETING FRIDAY JULY 22 SAVE THE DATE Moraine Valley Community College Accommodation for 350 Attendees Breakout Sessions in Classrooms Hands-on Computer Lab Training 64 Seats! Strategic Planning Sessions

SWAN January 2016 Quarterly Meeting Presented by Susan Ricker, SWAN Library Relations Specialist March 3, 2016

 From Waukegan, IL (and was a Page at the Library there during high school)  Graduated from Saint Joseph’s University in Philadelphia (and worked in the library there, too, cataloging periodicals)  Worked at the Elmhurst Public Library in the PR dept.  Worked for CareerBuilder.com for 3 years in the PR/marketing dept.  Joined SWAN in October 2015 in new library relations specialist role

 Content audit of everything about and related to PR and communications from 40 years of SWAN history  Identify key projects and focuses for SWAN  Share with  Aaron Skog, executive director ▪ SWAN management team staff ▪ SWAN staff  SWAN board  SWAN membership  Begin piloting projects and rolling out edits and upgrades

since a nonprofit, in effect, has two sets of customers “Setting up a marketing and development process that will market your efforts and achieve funding is a must since a nonprofit, in effect, has two sets of customers. One is the people who will be serviced by the nonprofit—your customers or clients. The other set of customers is those individuals or entities who will be making contributions or volunteering their time and/or services.” Public Academic Specialty 77+ Libraries Different ages and levels of tech literacy 1,000,000+ Patrons

 New patron website  Video tutorials for using the catalog, My Account  Notifications to sign up for  “About” SWAN and the benefits of being a member library  News Room for press releases and conference summaries  More consistent branding materials  Visiting each member library every year  Membership check-ups and overview of perks and services  Social media  Volunteer days and supporting our membership

 Promoting training and education opportunities  Monthly newsletter aimed towards library leadership  Providing up-to-date documentation and policy info  Creating metrics for PR  Website visits and interactions  message open rates  Event attendance and user group engagement  Usability and favorability surveys to take community pulse  Online and in-person visibility (i.e. mentions/features in library news outlets, presenting at conferences, library visits)  Sharing our knowledge, expertise and resources  Highlighting our unique and inclusive collection of materials

 Communicating the ROI to both library staff and patrons  Creating a sense of investment and ownership  Highlighting resource sharing and cooperative purchasing  Promoting the education, services and staff that the SWAN membership has access to  Sharing our collective knowledge and expertise through trainings, conference presentations, news articles, video tutorials  Developing marketing materials that convey this to library staff and patrons

All projects should be developed and implemented by July 2016, with the ability to share and report analytics soon after.

 Susan Ricker  