System Upgrade Communications
Allen County Public Library
Innovation Synopsis
After hearing feedback from patrons and staff, the Allen County Public Library embarked on an ILS (Integrated Library System) change, with accompanying web and app overhauls, in the fall of 2023. A similar change had occurred four years prior, and the library learned many lessons in that transition. It was clear that communication with patrons would be critical to a successful launch. The most important piece of communication involved a period of direct patron and staff impacts which the library called “limited-service status.” A targeted communication plan was created by the library’s communications team to ensure all parties were informed of impacts, timeline, and new features. Upon launch, the new system was well-received by staff and patrons alike.
We partnered with Clarivate/Innovative on the full ILS project which utilized their Polaris ILS and Vega suite of tools for discovery, web, and mobile app. We were also beta partners on their new web tool Vega Promote Web .
Challenge/Opportunity
The primary challenge of the project was its timeline. The typical ILS migration timeline is approximately 18 months, however, our team decided to launch on a six-month timeline. This included not only the full ILS upgrade, but also a full website redesign and mobile app upgrade.
The project team was led by COO Kim Bolan, and included a cross-departmental team representing IT, Systems, Public Services, and Communications. The project had implications on the website, ILS, app, existing patrons, new patrons, and all staff. The team worked closely to ensure the technology, design, systems, customer service, and launch would create the largest impact possible. It was critical that these departments stay in close contact and consider all angles before launch.
Additional challenges included: keeping 350+ staff engaged and accurately informed, ensuring patrons were aware of changes and impacts, and building excitement about new features.
Key Elements of Innovation
Our internal communications approach had an intentionally light-hearted energy. We wanted staff to get excited about the new tool, despite the tight timeline. We really wanted them to CHILL! So at the top of the communication hierarchy were the I.C.E. Caps (Implementation Can be Easy Captains). These 9 leaders were the link to the Innovative team and then trained cross-departmental liaisons we dubbed Polar(is) Bears who answered questions/shared information more broadly.
We created a Sharepoint site with FAQs, training calendar, countdown, videos, etc. so there was a single point of truth. It was our home base (and a fun place for polar bear pictures)! The theme caught on and was a lot of fun during a stressful time.
We had a patron communications plan explaining the project, new features, and impacts on services. It included tactics to drive traffic to an FAQ site including: media outreach, email blasts to patrons, app notifications, social media posts, web banner, & signage.
Achieved Outcomes
Although the timeline was tight, it also presented an opportunity in that the team needed to remain focused on the most critical decisions, embrace the changes/challenges as they came, and problem-solve collaboratively. The resulting prioritization and solutioning led to a successful launch, on time, with relatively few hiccups. Staff were pleased with the outcomes and the process led to a deeper sense of camaraderie amongst the implementation teams.
These external communications efforts resulted in 19 media mentions, earned media value of $11,000, market reach of 1.26 million people, 17,500 page visits, and consistent email engagement. Patron feedback was overwhelmingly positive.
That partnership and the final web upgrade were the topic of presentations at both Computers in Libraries National Conference (Arlington, VA), Innovative Users Group National Conference (Detroit, MI), and the ILF Regional Conference (Fort Wayne, IN).
