Redeveloping Calgary Public Library's Intranet
Calgary Public Library
Innovation Synopsis
One of the largest library systems in North America, Calgary Public Library is preparing to scale up operations and open four new locations in the coming years to support the city’s growth. As staffing increases, it has been integral to have a streamlined way to access information internally.
A staff communications portal was created, allowing employees to easily access information and resources. Bookmarked was implemented to become the top employee platform to ensure staff across the system received consistent information.
Through Bookmarked, we would:
- Provide a task-based, user-friendly communication tool with easily accessible resources.
- Create a one-stop portal for a variety of resources including relevant information, approved documents, and skill development information.
- Help staff feel more connected across the system and have a better understanding of key initiatives.
- Change the perception of communications at the organization and showcase our culture.
Challenge/Opportunity
A previous staff intranet was structured to restrict access to various information areas and materials based on department code and employee classification. A lack of training with no admin support meant the platform suffered from a lack of data governance and file management.
Through interviews, an audit, and all-staff survey, it became clear there was a startling lack of trust of accuracy in files, limited visuals, and poor search capabilities.
A new internal communications platform would be a trusted source for information and documents and be a connection point for staff. Training tools, FAQs, templates for in-location promotion, and more would all be housed on Bookmarked.
Led by Marketing and Communications, collaborating with IT, there was significant consultation and change management practices with internal departments. Bookmarked would be the start of an internal communication brand that would include video newsletters, email communication, and more.
Key Elements of Innovation
Bookmarked was designed to be intuitive with a task-based approach, rather than grouping content by department. The platform has a user-friendly interface with information accessible in four clicks or less. Important updates, payroll information, emergency procedures, and a staff list are all located on the home page. To combat version control, the system moved away from PDFs to a web-based reference system rooted in UX principles. A detailed search function made it easy to use key words to find specific files.
The home page also includes opportunities for connection and a sense of belonging with the larger system, including impact moments with patrons, quarterly video updates, important dates, and highlights from the strategic plan.
A multi-pronged approach to the launch involved previews for key ambassadors in the system, department training sessions, and several lighthearted tactics to help staff connect and engage with the new platform, including a fun video and bingo game.
Achieved Outcomes
Bookmarked has allowed the Library to share a variety of content, including written and multimedia. Staff are using it as their first, and typically only, place to find files or information.
It has quickly become a reliable resource and tool. There was high engagement even in the early stages of the launch, including 77.27% of staff visiting during its first two months and the “What’s New” stories garnering 4,169 views.
Staff have noted that they look forward to reading and viewing new content. It has also allowed the Communications team to implement better data governance and experiment with different content to see what receives high engagement. This will help guide future content development.
The launch of Bookmarked is step one in a renewed focus on internal communications at Calgary Public Library. With staff spread across 22 worksites, this internal tool has removed silos and allowed for more focused, consistent communication that all staff can access with ease.
