Kindle Fire and Mobile Wifi Hotspot Lending - Warr Acres and Choctaw Pilot Project
This project will add more innovative items to our lending collection to spark member interest and hold loyalty by meeting more diverse needs. We will lend Kindle Fires and WiFi Hotspots to Warr Acres and Choctaw members. The checkout period will be the same as the general collection (currently two weeks).
Location:
Choctaw Library
Information Technology
Warr Acres Library
Priority:
Live Smarter
Problem Statement:
An ongoing role of public libraries is to decrease the digital divide. Per 2015 census data, 40-60% of Warr Acres families and 20-40% of Choctaw families do not have broadband internet at home. After Occasionals, Staying Connected is the most populated customer cluster for both Warr Acres (roughly 1,400 members) and Choctaw (roughly 550 members) . The high usage of public computers throughout the library system indicates a lack of access to devices and internet at home, and shows market demand and an opportunity to expand our technology services. There is also room to improve electronic media usage and access to our collection. Some members receive a bad experience when a print copy of their desired book is not available. Librarians encourage them to checkout the eBook, if available, and even offer instructions on how to download the OverDrive app. Some members are not motivated to follow-through with setting up OverDrive and downloading eBooks, and leave the library unsatisfied. Furthermore, some are unsure of whether they would even enjoy eBooks, and do not go through the trouble of acquiring an ereader to test. Offering immediate access to the eBook and setup would improve the likelihood of member satisfaction.
Objectives, Outcomes and Success Measures:
Outcomes
To increase the value of library materials by sparking interest and building engagement
- Decrease the number of instances when a member is not able to checkout a book immediately because the print copy is not available at that library, through recommending a digital copy and Kindle (if available).
- Increase electronic media circulation and database usage
- Get more materials in peoples hands without using shelf space as a component of Library Unbound
Lessen the digital divide
- Improve electronic media literacy by having immediate access to ereaders and instruction
- Provide internet access to members who do not have broadband access at home
Help students Learn Smarter
- Provide students with internet access at home
- Encourage the enjoyment of reading through ereader lending
- Better meet students’ immediate need for books when assigned for school projects. This will be especially helpful when classics are assigned and are all checked out. Most classics allow unlimited electronic checkouts, so students will be able to acquire eBooks. Hold loyalty by increasing repeat transactions with library members (retention)
- Increase our net promoter score and member satisfaction
Success Targets and measures
- Decrease the number of Warr Acres’ Occasionals by 3% (120 customers) in one year
- 75% usage rate for the devices
- See an increase in usage among members’ accounts after checking out devices
- Increase customer satisfaction (through surveys)
Timeline:
| Date (Month) | Date (Year) | Objective |
|---|---|---|
| March | 2017 | Approved by Leadership |
| April | 2017 | IT orders and prepares devices for CT/WA |
| April | 2017 | CT/WA draft lending procedures |
| May | 2017 | CT/WA trains staff |
| May | 2017 | Develop marketing plan |
| May | 2017 | Launch devices |
| September | 2017 | Assess success of project |
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How well did project produced meet the defined project requirements?:
The project stayed within budget and launched on schedule.
To what extent were the outcomes, objectives and success measures met?:
Though it is difficult to gather quantitativee data on most of the identified outcomes, we believe we succeeded in meeting many of them. The most obvious outcomes that were met were to provide internet access to members who do not have broadband access at home. And, to provide students with internet access at home – 35% of customers checking out the hotspots reported using them for school related activities, and 27% of customers checking out Kindles reported the same.
One of the original project targets was a 75% usage rate. The hotspot usage rate is between 58-81%. At the time this data was collected, in April 2018, 2 of the 21 (9.5%) hotspots were on the shelf, and they appeared to have been returned shortly before the report ran. The Kindle usage rate is between 23-75%. At the time this data was collected, in April 2018, 5 of the 14 (35.7%) hotspots were on the shelf. The hotspots and Kindles circulated higher than the general collections at WA and CT. Compare the hotspot on shelf rate (9.5%) and Kindle (35.7%) to the CT general collection 81% and WA 81.4%. The Playaway on shelf rate was CT 86.9% and WA 79.3%.
Another target was to see an increase in usage among members’ accounts after checking out devices. Unfortunately we saw a slight decrease in usage after checking out a device. However, we only have data on usage of physical collections, so it is possible that members began using more digital collections after borrowing a hotspot or Kindle.
Our final target was positive customer satisfaction, which was true for both devices. Members were asked to complete a survey when they returned the devices. We received ¬¬¬45 responses.
85.2% of the responses for the hotspots were satisfied with the hotspots. 7.4% were neutral, and 7.4% were not satisfied. 89.9% said the hotspot worked. 73.1% used the hotspot for browsing the web and social media; 38.5 % for games, movies, etc; 34.6% for work related; 34.6% for school related; 19.2% for learning new skills and training; and 11.5% for vacation. 61.5% heard of the hotspots from library staff; 38.5% from in-library marketing materials; 11.5% from word of mouth; and 0% from our website, social media, and their school.
73.3% of the responses for the Kindles were satisfied with the Kindles. 26.7% were neutral. 93.3% said the Kindle worked. 66.7% used the Kindle for reading books; 40% to test the Kindle to see if they want to purchase one; 40% for browsing the web and social media; 33.3% for games and movies; 26.7% for videos; 26.7% for school related; 20% for new skills; and 0% for work related. 46.7% heard of the Kindles from in-library marketing materials; 33.3% from library staff; 26.7 from word of mouth; 6.7% from the website; and 0% from school.
Describe Lessons Learned:
Survey responses and usage data shows that the wifi hotspots are more popular with customers than the Kindle Fires. The Kindles required more administrative work maintaining the devices than had been originally expected. Library staff struggle with resetting the devices between checkouts. The hotspots do not present any similar administrative struggles for library staff (with the possible exception of managing holds mentioned below), however IT faces more administrative work for the hotspots than library staff. Library staff have also struggled with demonstrating the devices to interested customers because the devices are often near 0% battery level.
The Kindles were stolen frequently. The Kindles cannot be deactivated and turned into a brick remotely, like the hotspots can; which limits theft of hotspots. 69% of Kindles have been lost or stolen, versus 29% of hotspots. 4 of the hotspots were checked out the first week of the project and not returned before we had a chance to realize they were not fully registered and not able to identify for deactivation. This issue has been resolved and would put the lost rate going forward closer to 17% (versus 29%). Sprint replaces the hotspots for free, however IT must contact Sprint to have them “reactivate” the hotspot. IT has corresponded with Sprint 33 times on issues related to hotspots, primarily to troubleshoot reactivating hotspots or removing and replacing hotspots on our account. Sprint has been good about providing replacements for the ones that have not been returned. Sprint has provided us with 10 used hotspots to replace ours that were not returned.
Library staff have struggled with handling damaged devices and requested a more streamlined approach on how to handle issues, how much to charge and when, and a contact list stating what to do or who to contact in different scenarios.
Libraries have had to wait over a week for replacement accessories, particularly carrying cases, since there was confusion over what was needed and which departments to go through.
The hotspots and Kindles were not added to the system catalog because their circulations needed to be limited as much as possible to WA and CT customers to see an impact on the community. As such, it was not possible to place automated holds on the devices. They were lent on a first-come first-serve basis, with a 24 hour holding period between checkouts to prevent the original customers from returning them and immediately checking them out indefinitely. This process worked for WA, however CT experienced families who monopolized the hotspots by having another family member immediately check one out after it was returned by another family member. CT remedied this situation by implementing a manual holds list for their location. This created administrative work, but they felt it was worth the effort to provide better service to all CT customers. However, this created confusion for a few customers who requested placing a hold at WA.
What is your overall assessment of the outcome, objective, measure of this project?:
Somewhat Successful
Comments
CT and WA started lending Kindles and hotpots this week. Each device can be checked out and taken home for a period of 4 weeks. They do not currently allow holds or transfers to other libraries. So members will need to travel to CT or WA to check them out. We hope these devices will increase member retention and look forward to seeing the outcomes.