To kick-off the engagement, we worked with stakeholders to co-develop “design principles” that would steer the engagement process, plan recommendations, and overall intended outcomes. Then we conducted a robust, equity-centered research process that included one-on-one interviews, focus groups, surveys, site visits, contextual inquiries, cognitive walkthroughs, and outside research over a six-month period to identify technology challenges and co-create solutions. 

The following co-created design principles led both the iterative engagement approach and recommendations laid out in the 5-Year Plan:

• People-centricity – to make technology work for people, not the other way around
• Equity – to ensure everyone, regardless of background, has access to and can benefit from library services
• Adaptability – to get regular input that can help library technology evolve with changing needs
• Supportability – to ensure the library’s systems are sustainable and manageable for a long time

These principles provided the cross-departmental core team with guidance, focus, consistency, efficiency of decision making, and alignment on the long-term vision.

We assessed the current state and desired future state of several components of technology throughout the library system, including digital tools, digital platforms and the Integrated Library System (ILS). We learned that some tools slowed efficiency and increased frustration among users. Some fragmented systems resulted in a less cohesive and user-friendly environment for staff and patrons. With the data we collected, the team focused recommendations for improvement across these tools, platforms and systems – in accordance with the design principles.

We were reminded through this process how important it is to seek multiple perspectives on technology beyond the already hard-working IT department, so that efficient and equitable technology solutions are stewarded by all library staff.

The technology roadmap has strategic focus areas (broad themes that addressed overarching challenges and opportunities), key initiatives (larger projects that addressed the identified strategic focus areas), and activities (specific tasks and projects within key initiatives). The roadmap included recommendations for updating the library’s website, internal operating systems, hardware, and communication tools – but also included recommendations to help the library better plan and prepare the future via regular technology assessments, training, and collective goal creation.

Through a methodical approach—spanning auditing, planning, piloting, and implementing—this roadmap will guide Berkeley Public Library in realizing its goals for improved communication, technology adoption, inclusivity, and patron satisfaction.