Planning for Wireless in Kansas City

Kansas City Public Library (KCPL), a large urban public library located in Missouri, will move its current downtown library into a larger, renovated facility in early 2004. In addition, the library system is building a larger branch library in Kansas City's midtown Plaza area. We plan to rely on wireless technology in both new buildings and eventually across the library system.

Staff members will use wireless network devices, including PCs with wireless connectivity and wireless PDAs/handhelds for both back-office and public service work. They will also depend on wireless IP-based phones (Voice-Over-IP technology, or VOIP) that can be carried throughout the new buildings. Wireless access will be available on all floors for staff and public.

Library customers will be able to connect wirelessly in a variety of ways, as well. Meeting rooms will be designed for video conferencing sessions, and the library will provide 60 wireless laptops for use during meetings.

Since these projects will use wireless technology in various aspects of the buildings, library administration decided to test wireless capabilities in a library setting. To investigate the viability of handheld computing, KCPL purchased 25 HP iPaq handheld computers (about $30,000) with wireless cards. Fourteen wireless access points were placed on public service floors of the main library and in a smaller branch. A task force, comprised of a cross section of library staff, was formed to test a variety of wireless applications.

We created assignments that ran the gamut of the handheld world, from traditional PDA tasks to more library-related functions. Results are divided into five broad categories: basic PDA functionality; customer service; Internet access and e-mail; the library catalog; and miscellaneous functions.

Basic PDA functionality. Appointment setting, note taking, and recording voice reminders were tested. All task force members enjoyed the appointment-setting feature. They liked the Auto Sync feature, which connects both the PDA and their desktop PC with Outlook e-mail, and the calendar and liked that they could take the PDA to a meeting and immediately schedule the next meeting "on the fly."

Different methods of note taking were tested, including basic stylus entry, the PocketPC's handwriting recognition software, and foldable and thumb pad keyboards. Team members using foldable keyboards were the happiest; as long as they were able to type on a flat, level surface, note taking worked extremely well. Thumb pad keyboards were no better than entering with the stylus, and most staff didn't enjoy using the stylus that way. One person's handwriting was easily recognized by the handwriting software, so she enjoyed using the handwriting method.

Recording voice reminders also worked well for everyone who tested this feature. Most team members preferred handwritten reminders and didn't think they'd use the feature often. Others thought the voice reminder feature was easy to use and helpful.

Working with customers. A number of tasks were tested, including using the PDA for roving reference assistance, placing requests for customers, and accessing customer records from the library catalog. Roving catalog assistance, technically, worked fine. Staff members were able to access the web catalog, look up a book, and then find the book for the customer. However, as one staff member put it, "the time spent typing in and retrieving information with the PDA is more than it takes to reach a full-sized computer, type in the information, retrieve it, and write it down or print it out." Most agreed that strategically placing PCs around the building would be a better option.

Placing requests for customers using the iPaq also technically worked. A number of customer service issues arose, however. One staff member said he had to focus on the device rather than the customer. Most pointed out that only one person can comfortably look at a PDA at a time and that person has to be looking directly at the screen.

Accessing customer records worked well. Most staff members said that using that feature works in a pinch, when a PC isn't available.

Internet accessibility and e-mail. Internet access (web browsing) and e-mail access were tested by all team members. Most would use the PDA Internet access function only as a last resort. The screen is too small to display current web sites adequately. Some links and web sites didn't work (for example, the reference department's chat reference service didn't work using the iPaq because there is no PocketPC version of the Java applet required to run the chat service).

The task force had a few options when testing and accessing e-mail. One can sync an inbox to the iPaq so e-mail can be read and replied to while away from the desk. Once the PDA connects to the user's desktop, e-mail messages are automatically sent. Also, using the web version of Outlook, a person can read e-mail wirelessly using a web browser. Both of these worked fine, but staff preferred to use their familiar desktop version of e-mail rather than the PDA version.

Interacting with the library catalog. We tested the PDA for inventory, weeding, updating records, processing items, and in-house use tracking. The original plan was to use a barcode scanner connected to the PDA for these tests. However, the scanners that were purchased with the PDAs didn't scan the way we had expected them to; they added extra characters with each barcode scan. So the scanners were not used. Task force members who interacted with the catalog functionality were able to perform their tests by keying in barcode numbers with their stylus. The benefit of a compatible scanner was quickly realized: mobility, faster scanning capability on the public service floors, and more room in a tight area.

Miscellaneous functions. Team members also tested a variety of unique ideas. Some tested storing and delivering PowerPoint presentations via the PDA. It works well, assuming one has the VGA adapter for the PDA unit installed.

Recording customer comments using the PDA had limited success—it works, but one has to remember where the file is stored and to get permission from the customer to use the recorded comment.

Multiple staff using the same PDA also works if the PDA is set up properly, i.e., if e-mail or personal calendars aren't downloaded. This would work for a department if sharing is necessary.

Overall, our results were mixed. The iPaqs worked extremely well for usual PDA functions. Note taking would be improved with foldable keyboards. iPaqs don't work well for use as a roving catalog look-up tool. Internet access works, but, again, the screen is too small to view a web site adequately, and some cutting-edge web sites don't download correctly. If used with a scanner, the iPaq would work well for some inventory/catalog functions, like in-house use counts and general inventory tasks.

Where do we go from here? The task force will be reevaluating the tests and our conclusions, then will move on to test other wireless mobile devices, including tablet PCs and larger handheld PCs.