Measuring Library Data from a Futurist Perspective
Newport News Public Library, Va.
Innovation Synopsis
Newport News Public Library closed to the public in March due to COVID-19, but continued to provide service to the community. The way the community used the library shifted dramatically. A Monthly Roundup report tracking new metrics was developed providing up-to-date communications to stakeholders, reminding all how relevant and agile NNPL remained.
Challenge/Opportunity
NNPL prioritized communicating with stakeholders in the midst of the pandemic, developing a monthly dashboard that showed usage of libraries.
- Creation of this report was unique to NNPL, without other local models. UX staff had to adapt metrics captured from rapidly evolving or newly launched services.
- Opportunity to show stakeholders the enduring value libraries offer.
- Inclusion of personal statement from director expressed empathy with the community and informed stakeholders of what was happening at NNPL.
Key Elements of Innovation
The Monthly Roundup captured timely information to determine patron needs and usage during an uncertain time. An iterative month-to-month adaptive process reflected evolving services and new services implemented during the pandemic. The process emphasized accurate data collection despite staff shortages and rapidly changing metrics. Monthly Roundup tracks four main pillars: usage, memberships, offerings and technology and materials.
Achieved Outcomes
The report represents data to determine future outcomes and trends, using those trends to inform data-driven decisions in anticipation of the next phase of service adjustment in this new normal. It also provided incontrovertible evidence that NNPL is a valued public service in a time of crisis. NNPL adapted to the new normal by launching new services like virtual programming and curbside pickup, and continued to serve the community despite being closed to the public.
