Brevard County Libraries Technology Plan

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Technology Plan Committee 2006 - 2009

Cathy Schweinsberg, Library Services Director

Roland Depelteau, Information Technology Manager, Library Computer Services

Jeri Prieth, Director, Melbourne Library

Diane Vosatka, Reference Librarian, Central Brevard Library & Reference Center

Tina Hare, Library Services Systems Technician, Library Computer Services

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Technology Plan

Mission Statement

The mission of Brevard County Libraries is to provide an opportunity for all patrons to improve their education, provide essential library services and provide the opportunity for an improved quality of life by providing information and enrichment through traditional resources and advanced technological methods.

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Services, Goals and Objectives

Brevard County Libraries will be recognized as a library system that excels in providing information in an efficient, modern and easily accessible manner with superior patron services.

The fundamental principles the Technology Plan will support are:

1. Increased flexibility and access in the delivery of information through technology.

2. Increased efficiency of library operations supported by state of the art technology.

3. Staff training in the operations of all technological enhancements implemented.

4. Patron education of available services and understanding of state of the art technology.

4. Increased staff /patron satisfaction and functionality through technology.

The following are the services, goals and objectives of this 2006 - 2009 Technology Plan:

Continued support of wireless connectivity in each of our County libraries.
Continued upgrades of our network infrastructure for faster, more reliable, Internet and ILS application connectivity to include self healing circuits (Smart Ring Technology).
Utilize the latest desktop operating system and software (i.e. Microsoft XP) to provide remote desktop access for quicker problem resolution.
Provide USB storage devices to our libraries for staff and patron use.
Provide field technicians with hardware and software tools to assist in solving and fixing problems.
Implement a print management service in every library.
Implement a PC time management system in every library.
Implement a patron phone notification system.
Provide patrons the ability to pay for any library service (fine or fee) via debit or credit card.
Provide ADA hardware and software in every library.
Provide an interactive and easy to use web interface (website).
Provide staff access to a library Intranet for daily operations.
Provide email service for all libraries with access to all County departments.
Provide subscription databases accessibility inside and outside of our libraries.
Provide ongoing support for all Gates Foundation funded equipment.
Provide web filtering of all Internet connectivity.
Provide virus, spamming and desktop security protection for all PCs.
Provide satellite communication to support our mobile library.
Provide a state of the art training facility for staff and patrons.
Provide equipment maintenance of all hardware and software.
Keep current all upgrades and licensing for all software.
Provide physical network accesses to all libraries in support of network upgrades.
Add network hardware in the computer room to support upgrades.
Expand and renovate computer room to accept network and personnel changes.
Contract when necessary technology expertise.
Plan, promote, construct, implement and support a 13,000 square foot state of the art
"Media Center" that will include the following:
- Training/Conference Center
- Internet Café
- Movie Theatre
- Gaming Area
- Rooms with technological capacity to:
  - Create software
  - Create movies
  - Create music
  - Create graphical art

To achieve these goals, objectives and services Brevard County Libraries, through technology planning, must employ state of the art hardware, software, infrastructure and technological expertise. This document outlines the many areas that must be continually monitored and evaluated together with the strategies to implement the technology. This is a working document and is subject to change. It will be reviewed annually and amended as needed.

Brevard County Libraries is a Special Tax District. The Board of County Commissioners has the ability to levy up to one mill in Ad Valorem taxes to provide library services. The library will continue to seek additional funding from grants, Federal, State and local sources.

Catalog, Circulation and Reference

Goal A: Insure that the library's computer catalog, circulation and reference programs are sufficiently robust to provide superior patron services that will meet the growing patron population, additions of new libraries, and offer administrative controls and reports.

Objectives:

A1. The current Integrated Library System is now fifteen years old and woefully out of date with today's modern library standards. It is not sufficiently robust to meet the needs of our library patrons or staff. Therefore, replace the existing card catalog, circulation system and supporting programs with a robust state of the art online integrated automated library system. This will be the number one priority in this 2006 - 2009 planning period.

A2. Provide an automated method to manage patron public PC usage.

A3. Provide automated patron print management through the use of network software and coin operated networked printer copiers.

A4. Thoroughly test all hardware and software configurations prior to implementation via a "systems test" environment before implementation into production.

A5. Maintain a ready inventory of backup replacement computer equipment including personal computers, terminals, telecommunications equipment and component parts.

A6. Replace 100% of public terminals with Internet capable personal computers to coincide with the implementation of our new online integrated automated library system.

A7. Continue to provide ADA accessible equipment (ex. large print terminals, Kurzweil Readers, and closed circuit televisions) in each library facility.

A8. Maintain a separate automated system for Talking Books Sub-Regional Library to comply with Regional/National requirements.

A9. Provide an automated method for patrons to pay fines and fees via credit and debit cards in the libraries as well as through our web site.

A10. Automate our current "Automatically Yours" program where patrons are able to automatically have holds placed on new publications of authors they have requested.

A11. Implement the technology for phone and or email notifications of available items.

A12. Continue to provide patron access to subscription online databases.

History: : Brevard County Library System installed its first automated system (Gaylord) in 1977. The circulation system was implemented at the Melbourne Library with Cocoa, North Brevard and Satellite Beach following within the next year. All other libraries were automated by 1983.

In 1989 Brevard County Library System issued a Request for Proposal (an RFP) for a fully integrated Automation System to include circulation, cataloging, and an online public access catalog. The vendor selected was CLSI and implementation took place throughout the library system in November of 1989.

The system was upgraded in 1993. It supports circulation, an online catalog, a cataloging function and a cash management program. It was configured on a Sequent 400 processor and was later upgraded to a Sun platform in January 1998. The GUI application was soon abandoned due to many program malfunctions and the character based has been in use through today.

The ILS today supports 17 libraries with recent budget approval for the construction of three new libraries and the renovation of an other. These additions will severely tax our current ILS application which is already inadequate. Today our system has over 260,000 patron records and supports well over 4.5 million circulations annually. At the time of installation Geo-Web was installed to allow online graphical access to our catalog through a Z39.50 protocol Gateway. The system is now 15 years old and in need of major renovation or replacement. As the numbers continue to grow it is evident that we will soon need a robust, flexible library application to support our libraries catalog and circulation needs for Brevard County.

Justification: Growth and demand have driven the need for a more robust library application as well as additional full service computers. Online database access to our subscribed electronic databases has exploded. These databases now replace many reference materials that have been standard reference tools in libraries but are no longer available in hard copy. Many new reference materials have suffered the same fate and are not available in hard copy as well. The online databases are now available to all patrons which were previously available in only one or two libraries in hard copy format. Personal computers have provided the capability to put the online catalog, magazine and newspaper indexes, full text encyclopedias and almanacs at the fingertips of every patron. Full service personal computers are in such demand that patrons are limited to timed-sessions while dumb terminals no longer satisfy the many needs of our patrons. By replacing our existing card catalog and circulation system we will increase patron services and satisfaction. Outdated dumb terminals will be replaced with full service personal computers and will better serve the patron's information needs without taking up additional floor space, rewiring or adding new furniture.

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Information Services

Goal B: Develop a system-wide information network.

Objectives:

B1. Include state of the art LAN and WAN technologies as a part of any new building or renovation program.

B2. Monitor the Library System's web site to determine that it continually provides patrons functions, ease of use and the most up to date information available. Insure the Web site is ADA compliant.

B3. Continue to apply for telecommunications E-RATE discounts through the FCC for all allowable connections.

B4. Reduce redundancy of software and services in the libraries through the use of electronic databases and media via LAN/WAN technologies.

B5. Establish a "standard desktop" for uniformity of product, security and ease of patron and staff use. Where applicable provide terminal emulation software to support our legacy character based system until the legacy system is replaced.

B6. Create an Intranet to provide library resources and information to be easily shared by all staff. An Intranet will assist library staffers in their everyday job.

B7. Participate in programs outside the Brevard County Library System that will help us reach our goal of a system wide reference network. IE: Technical support of our State sponsored "Ask A Librarian" program.

B8. Investigate and apply where appropriate wireless technology. Computer labs could better serve the library system if they were mobile and could be brought to the patrons instead of the patrons traveling to "fixed" training facilities. Creation of a state of the art training facility could provide online real time interactive training.

B9. Continue to provide fastest allowable Internet service to all libraries.

B10. Continue to filter all Internet access in all libraries.

B11. Continue to provide security protections from hackers, viruses and spamming,

History: In FY 95, the Brevard County Library System developed Internet service for the Library System. The first service was a text-based service provided through the online catalog.

In FY 1996, a web page was developed and other county agencies were contacted to provide information through the Library Web Site. The Library hosted Internet access for many governmental agencies including the County Manager, County Commissioners, Clerk of the Court, Property Appraiser, Tax Collector, Supervisor of Elections and others through 1999 when the County agencies were turned over to the County's Information Systems Department.

Library Internet graphical access was based on 56k telephone data lines. These proved to be inadequate to serve Internet and automation system needs and the installation of T1's began in 1997. Today we are banging at the threshold of a 9mb Internet connection. We will soon be upgrading to a 15mb burst able circuit to help eliminate the continuing degradation of our Internet service. A new ILS will also be heavily graphics intensive and will require greater bandwidth to operate effectively.

In the first year of the Federal Communications Commission E Rate, $92,000 was received for Jan.1998-June 1999. Today for the same18 month period our annual E Rate compensation approaches $160,000.

Current Network Status:

Inter-Library Communications Description:

There are sixteen (16) remote library locations spread throughout the Brevard County, Florida area. Each library is connected to the Central Reference Library in Cocoa, Florida by a T-1 1535-kbit/sec Frame-Relay circuit. All of the libraries digital communications, Internet and electronic online catalog system pass through these links.

The Central Reference Library has 3 each T-1 1536-kbit/sec Frame-Relay circuits installed for inter-connectivity to the remote library locations throughout Brevard County.

All of the library Frame-Relay circuits are in the Orlando Frame-Relay Cloud with the exception of the South Mainland (Micco) library location. This location is connected through an INI circuit which connects the link from the Orlando Frame-Relay Cloud to the South Florida Frame-Relay Cloud. The INI link is currently running at 512-kbits/sec.

The Central Reference Library is connected to the Titusville Central Telco Office AND the Cocoa Central Telco Office through a Bellsouth (Smart-Ring) Sonet Ring system which was installed for Intra-County Agency digital communications. This affords the Central Reference Library redundant connection paths to the Internet through the Smart-Ring system.

In the very near future the T-1 Frame-Relay circuits will be replaced with a Fractional DS-3 Frame-Relay link which will use the Smart-Ring installed at the Central Reference Library and all remote library locations will be re-configured for operation on the Brevard County Frame-Relay Cloud. The Fractional DS-3 link already exists in the Smart-Ring Sonet Ring system installed at the Central Reference Library location and the library already has the DS-3 Interface Card installed in a Cisco 7204 router for implementing the system. This change will allow the library inter-communications links to be operated up to the full T-1 speed at each library location. Currently the bandwidth is "shared" between the remote library locations and the Central Reference Library on the 3 T-1 circuits at the Central Reference Library location.

The Internet connectivity is supplied to the Central Reference Library by a Fractional DS-3 Frame-Relay Link at 9-mbits/sec through the Smart Ring Sonet Ring system. The actual Internet Portal connection is supplied through SOFIA. The current configuration allows the library system to increase the bandwidth to the internet in 3-mbit/sec increments as demand dictates up to 24-mbits/sec then 30-mbits/sec and finally 45-mbits/sec (full speed) with a phone call if the demand dictates.

Mobile Library Satellite Internet System:

Designed, Specified and Implemented the Satellite Internet System installed in the Brevard County Libraries Mobile Library Vehicle. The system allows Broadband Internet access virtually from any location where the Mobile Library Vehicle is located given a clear view of the sky (does not work within metal structures). The system is automatic in deployment and does not require any human intervention for deployment and operation. The system can handle up to 20 workstations but currently is configured to support the five laptops installed in the Mobile Library vehicle. The system has the capacity for Voice over IP phone communications (not currently active) so has the potential for use during emergency operations if the need arises. The system is designed to run on shore power or onboard generator with a 12-Volt DC to 115-Volt AC power inverter available to allow powering the system from a vehicle battery if needed.

Justification: New and expanded buildings need to include proper wiring to accommodate the equipment needs of the libraries for the foreseeable future. This means meeting Underwriters Laboratories Standards and providing high-speed data lines for access. In order to be eligible for telecommunications discounts, the libraries must provide Internet service to each location and must use current technologies to implement the service. Frame Relay T1 circuits to each library will soon be upgraded from its current 1.5mb circuits to high speed fiber optics connectivity with individual 10mb circuits to each library. This upgrade is not only needed to increase bandwidth for our new graphics based ILS but to support the overwhelming demand for a faster Internet connection.

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Goal C: Train staff and public in the use of Internet, computer software and library related computer programs.

Objectives:

C1. Maintain hardware, software and environmental conditions in our computer training facilities for staff and public training programs.

C2. The Training Coordinator will coordinate with other county agencies to provide access to computer training facilities for county employees as space is available.

C3. The Training Coordinator will develop and implement curricula for staff training in all areas of library software applications.

C4. The Training Coordinator Manager will review and establish a schedule for staff and public training workshops annually.

C5. The Training Coordinator will coordinate with BCLU and other library staff to integrate computer training into staff curriculum tracks where appropriate.

C6. The Training Coordinator will continue to coordinate with the Central Florida Library Cooperative to provide computer-based training for library staff.

C7. The Training Coordinator will provide an introduction to the Internet and the library catalog to all new library employees within the first 6 months of employment.

C8. Library Computer services will provide staff training at the time of installation of any new or upgraded computer hardware or software.

History: One of the most frequently requested services by the staff and the public is for training on computer applications. Over the past years we have had to do our training in borrowed classrooms at Brevard Community College, Rollins College and in other commercial locations. We have conducted all public Internet training at public workstations within the libraries. This has meant other patrons were denied access while training was being conducted. With the addition of the Internet and more complex databases the need to provide training becomes increasingly important.

Brevard County Library System opened a training lab with 10 workstations in April of 1998. A second (public) training lab was received through a Gates Library Initiative Grant and was opened in April 2000 at the Central Brevard Library. During 1998 the original lab supported 110 classes with 759 students in attendance. Custom Computers taught Microsoft's Office applications. Power Point was taught by the Central Florida Library Cooperative. Front Page was taught by Library Services staff during the year. These offering expanded to include Microsoft Office Products and other applications during the 1999-2000 FY.

Today both these training venues have been upgraded both hardware and software to provide near state of the art technology. Also laptops were purchased to provide training at each library site via our wireless connectivity. Software as well as Internet training has now been taken to the patron in their home library. The libraries continue to enhance these services by buying laptops and providing additional training on an ongoing basis. During this next technology plan period plans are underway to convert a 13,000 square foot area in the largest library in the system for a futuristic media emporium. Plans include an Internet café, gaming area, training and teleconferencing venue and many one room facilities for music, movie, software, and graphical arts creation.

Justification: As the Brevard County Library System becomes more dependent on a variety of electronic applications the need for training becomes even more important. Training facilities and trainers make it possible to meet this demand for training the public and employees. The applications can be taught by experienced employees but most often formal training is what is required. In this fiscal year 43 different classes were offered with 27 for staff and 16 for patrons. 249 classes were held and 1,325 persons attended of which 1,041 were public and 281 were staff. These numbers represent an overall increase of 18% training classes offered and attendees.

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Goal D: Provide local and remote public access to a variety of online databases.

Objectives:

D1. Review and augment existing subscriptions and services to online databases on an annual basis.

D2. Attempt to maintain one available Internet computer per 50,000 Circulation per library location.

D3. Provide access to subscribed databases from any local or remote location.

History: Brevard County Library System began subscribing to electronic databases in 1995 with the implementation of Information Access. Other databases have been added including Novelist, Contemporary Authors, University Microfilms Newspaper Index, Ebsco Host Primary and Middle Search, Newsbank and others. Each database is available at every library location.

Justification: The State Library of Florida in their Capacity Building Workshops now recommends one public workstation be available for each 50,000 circulations per library location.

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Administration:

Goal E: Create and maintain a sound, robust state of the art technological infrastructure.

Objectives:

E1. Continue to upgrade and or replace all outdated computer equipment used to support networking and our standard office software.

E2. Provide for the availability of backup components including routers, network modems, terminal servers, terminals, printers, scanning devices, monitors and other basic equipment.

E3. Continue to Implement and support Microsoft XP operating system so each desktop can be reached remotely by a technician from the technician's workstation. This will provide a quicker response to all trouble calls and quicker resolution to the problem.

E4. Increase Internet bandwidth based on usage statistics of patron demand. Our current utilization has risen to an outstanding continuous bandwidth usage of 9mb.

E5. With the advent of a new robust graphic Integrated Library System bandwidth increases will also be necessary to accommodate the more robust application. We will be investigating methodologies to increase this bandwidth. One of these will be fiber optic network connectivity with circuit bandwidth of 10mb.

History: In 1990 each library was provided with a personal office computer, printer and software to be used for administrative work. By the end of 1999 all of the libraries have upgraded this equipment and software to Pentium class equipment.

Beginning in 1989, Brevard County Library System began a spare parts program to minimize downtime when a library is affected by an electrical storm or other damage. We have kept our network configuration the same at each library to make it possible to have a single router or terminal server act as a spare for all locations. This has also been true of receipt printers, terminals and barcode scanners. This has allowed us to maintain consistency of service with a minimum of spare parts.

Justification: Lightning is a continuing problem in protecting computers and their peripheral. Lightning strikes have resulted in thousands of dollars in lost equipment. Some of this damage could be eliminated if buildings were protected from power surges to both electrical equipment and data lines. Buildings constructed beginning in FY 98 will have power and data conditioning.

Brevard County Library System has always tried to have some spare equipment available to minimize downtime for the libraries. With the updating of equipment, it is essential that we also provide for spares. A single lightning strike at Cape Canaveral in 1997 required the immediate replacement of 17 pieces of equipment to get the library back in operation. Although insurance partially paid for the repair, it was several weeks before all of the equipment was repaired. Our spare equipment is used to replace other equipment to keep a library operational while equipment is sent for repair or replaced. With nearly 800 pieces of equipment in operation at all times (scanners, printers, PCs and terminals), a careful record is kept of equipment reliability and spare parts needs.

Administrative offices for each individual library have routine and specialized needs for word processing and spreadsheet applications. In addition to routine office applications, the equipment is used to create bibliographies for patrons, program announcements, book orders, periodical holdings lists and other library material. This equipment needs to be routinely evaluated and replaced when it no longer meets the needs of the library. Older equipment should be placed in less critical locations.

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Goal F: To have sufficient and adequately trained personnel available to support ongoing network and computer operations.

OBJECTIVE:

F1: To have available enough technicians to assign to each library to provide computer support, assist with the installation, maintenance and operation of the growing number of computers, printers, file servers, assorted peripherals and online operations for Brevard County Libraries.

F2: Increase full time permanent staff to support the personal computers, printers, scanners and network devices required by our libraries. Library Computer Services currently has 8 staff members' part and full time. We anticipate with the growth over the next three years that further staff will be required to support our technological growth.

History: The library currently has 200 terminals, 500 personal computers (staff & public), 125 scanning devices, 130 printers, 24 network routers, 12 application servers and 17 network servers. POTS lines (Plain Old Telephone Service) comprise 192 lines throughout the 17 libraries. With the addition of new libraries and the renovation of others these numbers will only continue to grow. I would anticipate a growth rate of between 15 and 20 percent for all these devices over this next planning period.

As these devices are replaced and equipment added, it is essential that we have sufficient staff to support both the hardware and software needs of the patrons and library staff. Two employees were added to support library technical needs in 1998. Another three full time technicians were added in 2004. A conservative estimate of 2 to3 additional technicians would be needed to adequately support our libraries growing technology needs over this next planning period.

Justification: Industry standards tell us that there should be a minimum of 1 full time support technician for every 100 computers to support. With over 700 terminal and computers, communications equipment, and peripheral devices 6 full time permanent technicians are needed to adequately support our libraries today.

In addition to a normal work day libraries require computer support up to a total of 76 hours weekly. After hours support is needed to perform routine maintenance as well. A technician who can perform regular routine maintenance would prolong the life of equipment and make insure reliability for patron and staff alike.

In 2004 the Brevard County Board of County Commissioners approved three computer technician positions for Library Computer Services. As of this writing current staffing levels include a IT Manager, a Network Administrator, a Systems Technician, a Technician III, a Technician II, (2) Technician I and a part time Staff Assistant.

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Youth Services

Goal G: Provide Internet/Multimedia workstations with educational software for children throughout Brevard County Libraries

Objectives:

G1. Continue to provide multimedia workstations and networked educational software for youth in all libraries.

G2. Seek outside funding through LSTA, Gates Library Initiatives, and other sources to supplement available funding sources.

G3. Continue to develop and maintain the Library Youth section of our Web Page.

History: Multimedia workstations are currently available in each of the Youth Areas in the libraries. Each computer has a variety of educational and enrichment software available for use. There are also many Internet sites and products developed for Youth Services that should be made available.

Justification: Many educational Internet sites are available for ages 5 - 17. These sites are often free and others very inexpensive. Young people are taught Internet applications in our schools and sometimes at home. The Brevard County Library System has developed a structured Internet site for young people. This site enhances the services provided by each library and enables our young people to retrieve all kinds of information appropriate for their ages. The youth computers are also very instrumental in helping students with their research needs.

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Future Development

Goal H: Continue to evaluate, identify and implement new technologies appropriate for the Brevard County Libraries.

Objectives:

H1. Continue to subscribe to and review current technical publications.

H2. Attend workshops and conferences to learn about new technology at least annually.

H3. Upgrade email services providing access to all County departments.

H4. Provide multilingual workstation for our Spanish speaking patrons.

H5. Develop a web based staff online work order system to help manage computer problems.

H6. Implement a state of the art online integrated automated library solution during this planning period.

H7. Create a state of the art multimedia center in a 13,000 square foot space to contain an Internet café, Gaming Area, Teleconferencing and training space, DVD theatre and learning stations with the ability to create graphic art, music and Multilanguage programming.

H8. Review and revise the technology plan annually to assure that the Library System continues to take full advantage of new technology.

History: Brevard County Library System is a member of the Central Florida Library Cooperative, the South Eastern Library Information Network and the Florida Library Association. These organizations provide technical training and forums that highlight new technology. The State Library of Florida also provides technical training. Brevard County has been an active participant in their training workshops.

During this last planning period Library Computer Services has:

Implemented email services accessible from the Internet

Added 72 public access computers funded by a Gates Foundation Grant

Added 100 public and staff computers funded with E-Rate refunds

Increased Internet band width from 1.5mb to 6mb and then to 9mb.

Implemented a web based online inventory tracking system

Implemented a web based online work order system for computer problems

Petitioned and received approval to purchase an online integrated automated library computer system. The request for proposal was created, a vendor selected and the new ILS will be implemented during this current fiscal year.

Justification: This plan must be reviewed annually to determine if the Brevard County Library System is achieving the goals established within this plan and to enable the adjustment of those goals as appropriate to available funding and the technology.

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Appendix A - Measurements

The following criteria will be used to evaluate the effective use of technology as it pertains to Internet access, database delivery and overall distribution of electronic resources in our Brevard County Libraries.

1. The number of page hits and user sessions as well as web site feedback from patrons will be used to measure the usefulness of our Internet connectivity. Statistical analysis of the numbers will readily show the growth and usage of our web site and portal accesses for Internet connectivity.

2. The Training Coordinator will collect statistics and comments from students who attend classes. Evaluations will include feedback on knowledge of instructor, relevance of topic, suggestions for future classes and comments on the facility and equipment.

3. The Internet based statistical programs and database vendor's reports will be used to evaluate electronic database usage for each library. This information will include but not be limited to the number of searches on each database. The evaluation will be ongoing, to determine the cost effectiveness of the databases provided and patron usage.

4. Brevard County Libraries will evaluate the availability of Internet accesses per library based on the ratio of one public access unit per one thousand service population. All public libraries in Brevard County will have Internet access for the public.

5. Sign up sheets will be used at all reference desks for patrons who wish to use Internet computers. The numbers will be collected to determine the total number of patrons using our Internet computers.

6. Staff and patrons are periodically surveyed on the usefulness of full services computers to insure we are meeting the technological needs of each. Our web site has a program called Counting Opinions that allows for patron feedback on an ongoing basis.

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