Strategic Plan & Reports

In 2017-2018, our Customer Experience (CX) Intern Librarians conducted research and consultation around customer experience at EPL. The reports illustrate EPL's customer experience through the eyes of the customer, as well as the value of Customer Journey Mapping and Service Blueprinting as methods to evaluate, analyze and improve library service. The combination of both of these methods allowed the incorporation of customer and staff perspectives in order to identify problematic touch points and areas for potential improvement.

• Looking at CX from the Outside-In - PDF
• Looking at CX from the Inside-Out - PDF

Our 2013-2014 Digital Discovery and Access Intern Librarian explored ways to improve the online experience for EPL users. Several reports were completed based on this research, including recommendations to improve the organization and access to EPL’s music CD collection, a comparison of content enrichment service providers and ways to streamline digital access through single sign-on (SSO).

• Music CD Re-Classification Report - PDF
• Content Enrichment Services Comparison Report - PDF
• Single Sign-On Report - PDF

In 2016-2017 our Digital Exhibits Intern Librarian conducted research and community consultation to support EPL’s evolving digital exhibit services and programs. This report encompasses a comprehensive study of digital display technologies and services from a global perspective, including a detailed assessment of digital media, large scale visualization and digital interactive installations in learning environments. Recommendations address design and planning, technology needs, content development and programming areas, and establish the foundation of EPL’s Digital Exhibits service.

• Digital Exhibits Intern Librarian Report - PDF

In 2019-2020, our Digital Literacy and Making and Creating Intern Librarians conducted research and consultation around our digital literacy, making and creating at EPL.

• Digital Literacy and Making and Creating Intern Report

We want to evolve our digital environment, so the 2013-2014 Digital Public Spaces Intern Librarian studied innovative digital services at libraries and other cultural institutions in North America, and made recommendations for EPL’s digital service directions. The following reports contain these results and recommendations.

• Digital Public Spaces Trend-spotting Report - Vision and Recommendations - PDF
• Digital Public Spaces Trend-spotting Report - Detailed Trends - PDF
• EPL's Approach to Open Data - PDF

In May 2011 we hired two interns to study how customers use EPL's spaces, and give recommendations and strategies to improve services and adjust our layouts. The interns completed five reports based on their research.

• Final Site Inventory Report - PDF
• Seating Sweeps Report - PDF
• Community Partner Questionnaire Report - PDF
• Library Spaces Customer Survey Report - PDF
• Interview and Photo-Documentation Report - PDF

In 2015-2016 our School-Aged Services Intern Librarian explored after-school services for tweens (aged 9-14). This report illustrates the findings from community research that engaged after-school program leaders, parents and youth themselves in responding to what tweens want and need from EPL. Recommendations focus service improvements in four broad areas: awareness of EPL services, spaces, collections and technology, and programming.

• What Tweens Want Report - PDF

The 2015-2016 Workforce Development Services Intern Librarian identified service needs and potential partnerships to support Edmonton job seekers. This research project involved participants from workforce development organizations, EPL staff and EPL customers in the discovery of local job seeker services, EPL customer needs, barriers in the job search process, and services EPL should offer to job seeking customers. Recommendations are broken into eight areas and can be found within the report.

• Job Seekers Report - PDF