Strategic Plan FY2013: Year End Report
Goal 1.Make the Library easier to use and more accessible.
Objective A. Make improvements to the Library building, including recommendations of the facilities study.
1. Complete Phase One of the two year building project including a new first floor service desk, additional selfchecks, moving teen services to the second floor.
 Report: Project was bid and Selzer Werderitsch hired as the general contractor. Phase 1 construction went
well and was largely completed on schedule despite a long delay due to a problem with the carpet. The
Library remained open during construction with no significant problems. All Phase 1 furniture has been
installed. We are planning for Phase 2 which will begin in August.
2. Install new signage based on building changes.
 Report: New permanent signs have been delayed from the contractor. Staff did an excellent job posting
temporary signs, sometimes on what seemed to be a daily basis as things moved around. New color coded
stack signs are in place. More work remains to be done on permanent signs that are not the responsibility of
the contractor, including the hanging signs, a neon sign for the new movie area, and possibly some
additional signs. The contractor, working with the architect, has had a very difficult time matching paint
colors and signage is not yet completed.
Objective B. Improve accessibility by offering more remote locations for service delivery.
1. Review current services at Pepperwood Police Substation and consider changes or alternatives.
 Report: Offering computer labs at the Pepperwood Police Substation was discontinued in October due to
low use of this outreach service.
2. Develop and offer offsite training in the use of downloadable media/databases and electronic devices to a
target audience of people over 50.
 Report: Pop Up Tech Zones started in May 2013. Locations and times were selected to target persons over
50. Sites include Waterfront and First Avenue HyVee stores and Sycamore Mall Panera Bread. Two sessions
have also been offered at Oaknoll.
3. Assess expanded children’s programming outreach to determine effectiveness and options for offering
materials checkout.
 Report: We offered delivery of storytime kits to outreach sites and have filled many requests. Several
teachers said they appreciate this, but regularly come to the library anyway. Many teachers take advantage
of our book-pull service--we pull 15 books on a topic and have them waiting for teachers when they arrive,
which seems to be a more popular option. We bring books for check-out to our Stories in the Park visits and
will be able to track and evaluate circulation. Beginning in June, Community and Access Services staff
accompanied Children’s Staff to Stories in the Park programs to check out books and issue Library cards. In
June, 50 books were checked out at the Park programs. We are working with Retired Senior Volunteer
Program (RSVP) to help children select books. We hope to expand to a “Hear Me Read” program with RSVP
volunteers next summer.
Objective C: Improve customer service.
1. Implement a new staffing model for providing public assistance and establish protocol for on-call tech
support.
 Report: The new Switchboard debuted in September, with all incoming calls answered by a person during
our open hours. Staff at the service desks are now able to leave their desks to assist patrons at the point of
need. Switchboard staff take an average of 75 calls per day, answering circulation and reference questions,
booking meeting rooms, and transferring calls to other staff and service points. Switchboard staff also
prepare holds for the pickup shelf (200-400/day), manage the problem returns such as incomplete
audiovisual items, and oversee the new paging service, relieving the Help Desk staff of these responsibilities.
The new Switchboard has had a positive reception from the public and staff.
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2. Offer customer service training to all staff and assess annually.
 Report: Customer Service Team compiled a list of customer service issues that affect our patrons and
ranked them in order of importance. An immediate action step increased internet access to one hour for
guest passes. Customer Service Excellence : “Ways to Turn Unhappy Customer Service Interactions into
Positive Experiences” was presented by Sara Iverson from Synchrony Services during Inservice Day.
3. Explore option of using an alias to login, especially for remote users.
 Report: Pharos has been upgraded to the latest edition. Exploration of using an alias login that verifies
against the III patron database has been moved to FY14.
4. Define core competencies and develop training for basic customer service interactions (placing holds, using
the catalog, self-check).
 Report: The Staff Training Work Group created a class outline for four core competencies (incorporate
training into Self-Directed Achievement in FY14.
5. Reduce barriers to self-check use.
 Report: Staff identified two main obstacles at self-check stations: DVD unlocker failure and difficulty paying
fines. IT staff have tested many DVD unlockers but it is hard to isolate variables including security case
failure, unlocker failure, and patron error. We will continue to address these issues. We anticipate many
patrons will transition to self-check when they do not have to come to a desk for parking validation due to
the City parking changes implemented July 1.
6. Experiment with offering appointments with librarians for research.
 Report: This will be done in FY14.
7. Offer meeting room support at Reference Desk, including booking / access to Room E.
 Report: Staff training completed. Service now available at 2nd floor Reference Desk.
Objective D. Utilize technology to improve service.
1. Improve public access to the internet.
 Report: Wireless circuit was upgraded to Mediacom Business (105MBs). Wireless access was simplified for
all devices by removing the web-based welcome screen.
2. Provide printing service for wireless users.
 Report: Wireless printing is installed and working. The latest release of MobilePrint supports graphic files as
well as text. The login procedures and maintenance have changed from the previous release and will be
promoted early in FY14.
3. Use staff intranet to improve internal staff communication.
 Report: In May a new staff WordPress intranet was created and deployed that uses normal Windows file
structure to access files.
4. Offer holds for on shelf items.
 Report: Patrons may now place holds for on-shelf materials, and use of the service grows each month. We
retrieve requested materials four or five times per day, averaging more than 50 on-shelf hold requests per
day. In the Circulation Policy review, the number of free holds was increased to eight to support this new
service and to answer in a small way the regular request from the public to have more free holds.
5. Allow self-service access to video game collection.
 Report: Options for securing video games while enabling self-service were explored. Self-service kiosks, the
preferred choice, were found to need further development. We selected “benefit denial” cases which make
the discs unusable if not properly unlocked. Discs are not behind the desk anymore but our goal of full selfservice is not achieved because checkout and unlocking by staff is required. More than 700 video games
were re-packaged and tagged and made available to the public the week the new desk was installed.
6. Add additional self-check stations.
 Report: Two new stations were added in October. The percent of items checked out at self-check stations
jumped from an average of 63.8% July to December to an average of 68.3% January to June.
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7. Install new equipment with improved printing and scanning options to access microfilm collection.
 Report: Have not yet found a suitable replacement. Moving to FY14.
8. Provide an easy option for people at public access computers to chat with Reference Desk staff to ask for
assistance or report problems.
 Report: Project not completed. IT will work with Adult Services to assess potential solutions for this task.
When Reference Desk is closer to computers, access to staff will be improved.
9. Consider new options to deliver Channel 10 programming.
 Report: The copyright policy was changed to reflect national trends. We videotape Children’s programs,
including storytimes and special events. Some of the unique features we’ve taped include children sharing
book recommendations and poetry they’ve written.
10. Evaluate library technology service relative to benchmarks set by the Edge initiative.
 Report: Moved to FY14.
11. Provide online registration for summer reading programs.
 Report: We decided to use a shared software program available through the Cedar Rapids Public Library
and collaborated with other libraries to determine the information we needed to collect. In April, we created
a staff game using the software so everyone could practice with it. Summer Reading registration launched
May 28. The program has been working well and we can access statistics quickly and reliably. At the end of
June we had 274 babies, 1,810 children, 207 teens, and 590 adults registered for our Summer Reading
Program.
Goal 2. Improve visibility and awareness of library services, programs and collections.
Objective A. Vary delivery of library messages utilizing social media, website, email, traditional media, and out
of building locations to improve awareness.
1. Use a variety of methods to keep the community informed about the building renovation project.
 Report: Information about Better Building Better Service was included in the redesigned Window newsletter
and mailed to all households in the service area in May 2013. Staff have provided updates to four service
clubs and Oaknoll. Information is available at www.icpl.org.
2. Use a variety of formats to promote library collections and resources.
 Report: Collections continue to be promoted each month on KXIC and social media. Two articles are
submitted to the Gazette and Press-Citizen each month along with articles promoting the Summer Reading
Program. In the second six months of FY13, staff created 54 Staff Picks blogs, 7 Video Staff Picks, 24
Newsroom posts, and 45 Teen Space posts. The Local Music Project had a fresh promotional effort in
January to promote new music added and the project was promoted in KCCK’s Corridor Jazz project. Local
Music Project banners were hung on City Plaza outside the south side of the Library prior to the start of
Summer of the Arts music programming on Fridays and Saturdays. The Library purchased monthly ads in
Little Village and changed what was promoted each month. The Library promoted the Civil War 150
programs on Iowa Public Radio to reach a broader audience and investigated options for ads in local school
newspapers. Additional face-out displays were added in the first floor popular collections. Help Desk staff
consistently fill and refresh displays. A themed Staff Picks display rotates each month and recently returned
Fiction, Mystery and Science Fiction all feature face-out displays.
3. Create regular electronic “newsletters” aimed at specific demographic groups.
 Report: Funding for a software product has not been identified. We are investigating options.
4. Incorporate more promotional video into PR efforts.
 Report: Seven Video Staff Picks blog posts were taped January – June, 2013.
5. Create a regular “From the Reference Desk” communication that highlights interesting facts, shares tips and
tricks for locating and using online information.
 Report: This initiative has been moved to FY14.
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6. Promote reference service, classes and tech support at community events.
 Report. Not done. Staff unavailable.
Objective B. Improve promotional efforts with and to community partners.
1. Collaborate with Iowa City Downtown District (ICDD) to bring people to downtown Iowa City.
 Report: Iowa City Public Library hosted a puppet show on the Kids Stage of Oktoberfest in October with 45
attendees (down from last year). Inclement weather reduced attendance at outside events at this Northside
festival. A special Kidspectacular Mini Puppet Show, “The 3 Billy Goats Gruff,” attracted more than 120
children and parents to the Storytime Room to kickoff Celebrate the Season on December 1st. ICPL hosted
an all-day Charles Dickens movie marathon during Celebrate the Season. Some 200 people attended the
ICPL events. ICPL met with developers of the Downtown streetscape/Ped Mall project in June 2013 to
discuss collaborating on information dissemination via ICPL’s new electronic information kiosk. We have
cross-posted multiple events on Facebook and Twitter with the Iowa City Downtown District.
2. Work with City communications staff to share city-wide information.
 Report: We continue to work with City staff to cross-post information about Library and City events,
programs and services. We made a special effort to share flood updates this Spring which people seemed to
appreciate. The new City parking changes were well-publicized in the library and content was shared with
the City.
3. Promote use of Library Tech Spot at Pepperwood Plaza.
 Report: Despite promotion and changes, use did not increase so the service was discontinued in October.
Objective C. Support improvements in public relations efforts.
1. Install electronic building directory and bulletin board.
 Report: A contract was signed with Four Winds Interactive and staff are currently working on
implementation. Phase 1 of the project which includes a first floor directory and a meeting room calendar
should be completed in July 2013. Phase 2 includes a building directory on the second floor and an
electronic bulletin board in the Children’s Room and will be completed this Fall.
2. Train staff to use new and existing marketing tools.
 Report: A new Outlook calendar was created to manage social media and other promotion of collections,
programs and services. Information has been shared with staff responsible for collections and programs and
training is planned for FY14.
3. Consider budget for advertising and to purchase new software.
 Report: Software purchase request was not included in the operating budget and will be part of FY14 NOBU
budget.
4. Create an ICPL style manual and train staff to use it.
 Report: An outline and draft of four sections are complete. Staff turnover has slowed this project.
Goal 3. Develop partnerships that build community and support the Library’s mission.
Objective A. Partner with organizations that support and promote reading, literacy, and lifelong learning and
community dialogue.
1. Continue programming partnerships with the City of Literature (ICUCOL).
 Report: Worked with the City of Literature on One Book Two Book children’s literature festival and
displayed stories after the festival. Assisted with book distribution for World Book and Copyright Day and
have been helping with planning for the Iowa City Book Festival, now scheduled for October 2013.
2. Partner with homeschooling groups to teach library skills including online resources and learning tools.
 Report: Presented a fall and late spring tour and program for homeschooled children and parents. 45
attended in the fall and 49 in the spring. The fall tour stressed online resources and learning tools for
students and the spring tour highlighted activities at the library during the summertime as well as online
resources.
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3. Work with various partners to provide job skill and basic computer training.
 Report: Working with the Iowa City Housing Authority, Workforce Development, Goodwill and
Neighborhood Centers on training needs for their constituents. Job skill and basic computer training classes
will be offered in FY14.
4. Partner with UI Library School to offer basic information literacy classes at ICPL.
 Report: Initial contact made with UI Library School professors. Classes fit into fall semester better than
spring, will be delayed until FY14.
5. Identify new partners for one-time significant program series.
 Report: Partnership with Film Scene was curtailed by other Film Scene initiatives. Partnered with City of Iowa
City Landfill and Recycling Center and the East Central Iowa Council of Governments on ECO Iowa City 2.0,
offering programming on environmental education and promoting dialog about regional (county-wide)
environmental issues at the East Side Recycling Center.
6. Identify and work with partners to provide support for children who are struggling readers.
 Report: So many girls decided to participate in the Strong Girls Read Strong Books project (over 70!) that
the leaders couldn’t get them all to the library. They met at the school instead, but we went to them. During
our visits we shared books that have strong female characters, taught skills for reading aloud, and signed
the girls up for library cards. The program will continue during the next school year. Our Summer Reading
program was designed to motivate reluctant readers. The information is presented as a game and the
design is appealing. We worked with local sponsors to provide 3 prize levels and a wide variety of prizes.
Several parents have told us how much they appreciate the program and it has helped motivate their kids to
read over the summer.
7. Introduce STEM programs as a part of youth programming.
 Report: STEM programs offered this year include the monthly CoderDojo computer coding club, the fall
Kids Tech Club, and the Mann Bots Lego League classes for seniors, as well as storytimes on gardening,
recycling, and animals and their habitats. For elementary school students, we had 4 special STEM events,
including sewing an LED bracelet, making electronic circuits with play dough, exploring the science and
math of music, and making solar cars.
8. Explore options to share downloadable resources with Public Libraries of Johnson County.
 Report: Library staff met with Coralville Public Library staff to discuss digital services as potential resources
to share among our patrons in addition to the current Overdrive service. There is an interest on both sides
and conversations will likely continue in the future. Sharing downloadable resources is also an ongoing topic
at the meetings of the Public Libraries of Johnson County.
Objective B. Work with the Foundation to seek funding opportunities.
1. Identify and apply for grant support for ongoing special children’s programming.
 Report: Grant application for funding of new Sensory Storytimes approved by Pilot Club of Iowa City. Grant
to be presented in December 2013. Successfully solicited first-ever $71,660 of in-kind gifts from nine
sponsors for revamped Children’s and Teens Summer Reading Programs. Grant requests were unsuccessful
for Google RISE grant to support Kids Tech Club programs, and to host StoryCorps @ your library.
2. Support fundraising efforts for the building project.
 Report: Better Building, Better Service project campaign resulted in gifts and pledges totaling $218,752.91
in FY 2013. $125,000 grant presented to Iowa City Public Library/City of Iowa City at City Council meeting
6/18/13. Two fundraising special events were held to support the project: Arts & Crafts Bazaar on December
8, 2012 brought in $5,589.59; after expenses: $4,954.59 and the Library Links Golf Classic on June 14, 2013
brought in $9,205.00; after expenses: $6,116. Fundraising goal of $250,000 will be achieved in FY2014. A
Better Building Better Service update was included in the re-designed Spring Window newsletter that was
mailed to all households in the Library’s service area.
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Goal 4.Provide resources and programs that inform, entertain, engage and inspire.
Objective A. Offer library collections that people want in a variety of formats.
1. Offer downloadable access to local music.
 Report: At the end of FY13, the Local Music Project contains over 120 albums. The Library has received
significant national attention for this innovative project. Procedures have been established for maintaining
contracts and identifying those up for renewal. The Webmaster developed a method for synchronizing
catalog and website information. A collection plan and method for selecting new works are currently being
finalized. Library staff are currently discussing ways to make the website more browsable and searchable.
2. Improve browsability of and access to collections.
 Report: Periodicals were moved to the first floor on new display shelving, and new signs created.
Designated iPads in the magazine area provide access to electronic magazines through Zinio. End panel
signs were updated in the Popular Collection area and wayfinding signs were added in Large Print, Mystery,
Science Fiction, Fiction on Disc and DVD/TV collections and Hold Pickup shelves. Additional shelving for
board books was added.
3. Assess new format options for library collections.,
 Report: Zinio, an eMagazine collection was added mid-October. Fourteen eReaders--12 with adult titles of
varying genres, 2 with children’s titles—are available for checkout. To help with demand for AV equipment
in the Children’s Room, 10 iPads preloaded with children’s apps are offered in the Children’s Room for inhouse use. Librarians discussed current digital options for commercial music, movies, and supplementary
eBooks. Product models are either too new or do not fit our needs at this time and will continually be
monitored.
4. Develop digital collections to share materials of local interest.
 Report: The Digital History Project (history.icpl.org) was launched on May 23rd. The site currently features
over three hundred photographs and two videos from the Johnson County Historical Society. Librarians are
currently evaluating collections from the City of Iowa City and the Library’s own holdings to add to the site.
An intern was hired to assist in the digitization and research of new items. A collection plan, partnership
agreement for joint projects, and best standards and practices (for handling of materials, digital
specifications and descriptions) are being finalized. We plan to offer scan days for the community at the
beginning of FY14.
Objective B. Help the community explore new technologies.
1. Offer the community options to test-drive a variety of devices that we offer.
 Report: Pop Up Tech Zones were introduced in May 2013 to give community members an opportunity to
test-drive a variety of tablet devices.
2. Improve in depth technology support to the public.
 Report: The use of Drop-In Tech Help has proved very popular for extended technology support and has
averaged 30 patrons per month.
Objective C. Create attractive services and facilities for teens.
1. Prepare for new teen space.
 Report: Young Adult Fiction collections moved upstairs into larger space. Planning for how the new Teen
Space will be used continues.
2. Consider staffing and programming for teens.
 Report. A Teen Programming session was offered at InService Day, “Programming - Success with Teens:
Programs and Interactions,” presented by Eli Neiburger, Associate Director, IT and Production, Ann Arbor
District Library. New librarian has been hired. Monthly tech programs began in January.
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Objective D. Provide library programming to meet community needs.
1. Begin using evaluation/feedback form at library programs.
 Report. Program attendees surveyed during one week in October and May. Responses overwhelmingly
positive with few suggestions or comments offered. Most frequent means of finding out about library
programs was by word of mouth, ICPL website and library posters.
2. Consider changes to summer reading program to improve participation and completion.
 Report: We have implemented several changes to SRP this year. Online registration helps us track
participation more accurately. Community involvement increased as local sponsors donated prizes for the
program. There are activity choices for babies through adults. The reading logs are full-color and look like
gameboards. The Children’s reading game has 3 prize levels to sustain motivation all summer Staff worked
together to sign up everyone in a family at once, no matter which service desk they come to. We have made
the games flexible, so families can adapt them to meet their needs. At the end of June, participation
increased over last year.
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