Digital Transformation of Peachtree Corners Public Library

Client Overview: Peachtree Corners Public Library

Peachtree Corners Public Library serves as the primary public library for Peachtree Corners, Georgia, a vibrant suburban city of approximately 43,000 residents in the northeastern corner of Fulton County. Established in 1996, the library has evolved from a modest community resource into a vital educational and cultural hub, housing over 85,000 physical materials and serving more than 150,000 patron visits annually. As part of the Fulton County Library System, Peachtree Corners benefits from network resources while maintaining its distinct community identity and specialized programming tailored to local needs.

The library occupies a 25,000 square foot facility that underwent significant renovation in 2018, modernizing its physical space with expanded meeting rooms, dedicated areas for children and teens, and updated technology resources including a 32-station computer lab and a digital media creation studio. This physical transformation reflected the library's commitment to evolving beyond traditional book lending to become a comprehensive community learning center supporting diverse educational needs from early literacy to professional development.

Under the leadership of Library Director Dr. Eleanor Harmon, who joined in 2019 with a background in library science and digital information systems, Peachtree Corners has embraced an innovative vision of library services that balances traditional literacy with digital fluency. The library's strategic plan emphasizes inclusive access to information resources, educational programming that bridges digital divides, and creating spaces that foster community connection and collaborative learning. This forward-thinking approach has earned recognition from the American Library Association for excellence in community engagement.

Despite the progressive vision and modernized physical space, the library's digital presence had not kept pace with its evolution. The existing website, last updated in 2014, utilized an outdated content management system that made updates cumbersome, lacked mobile responsiveness, and failed to showcase the library's expanded services and programming. Navigation was unintuitive, forcing patrons to wade through multiple menu levels to find basic information like operating hours or event schedules. The catalog integration was particularly problematic, requiring multiple authentication steps and frequently timing out during searches.

This digital shortfall was increasingly reflected in patron feedback and usage metrics. While physical library visits had increased by 32% following the renovation, online catalog searches had declined by 18%, and digital resource utilization lagged well below system-wide averages. Staff reported spending excessive time helping patrons navigate the website by phone, and community surveys indicated significant frustration with the digital experience. In an increasingly digital-first environment, the library's online presence had become a barrier to its mission rather than an enabler of broader access.

The Digital Revitalization Challenge

When Peachtree Corners Public Library approached our team in early 2022, they faced a complex set of challenges that extended well beyond aesthetic updates to their website. The digital revitalization needed to address fundamental issues with content management, system integration, information architecture, and ongoing maintenance—all while navigating the constraints of public sector budgeting, procurement regulations, and the technical limitations of interfacing with legacy county-wide library systems.

The existing website infrastructure presented significant technical limitations. Built on an outdated proprietary content management system, the site required specialized knowledge for even minor content updates, creating bottlenecks that resulted in outdated information remaining visible to patrons. The system lacked proper staging environments for content review, forcing staff to either publish updates directly to the live site or develop workarounds using unconnected tools. Version control was virtually non-existent, making it impossible to track changes or revert to previous content when needed.

Integration with the Integrated Library System (ILS) that managed the catalog, patron accounts, and resource reservations was particularly problematic. The connection between the website and the Sierra ILS relied on outdated API implementations that frequently failed, requiring manual refreshes and creating a disjointed user experience. Mobile users encountered additional challenges, as the catalog interface had not been optimized for smaller screens, making searches and reservations especially difficult on smartphones—a critical issue given that 64% of digital access attempts came from mobile devices.

Content organization suffered from years of accretion without strategic governance. Information about similar services was scattered across multiple areas of the site, creating confusion about what resources were available and how to access them. Critical information such as holiday closures or special events was often buried several layers deep in the navigation structure. The search functionality was rudimentary, returning results that prioritized exact keyword matches over relevance and providing no faceted filtering options to help users refine results.

The site's accessibility compliance presented another significant concern. An audit revealed multiple WCAG 2.1 violations including insufficient color contrast, missing alternative text for images, improper heading structures, and forms that couldn't be navigated by keyboard alone. These accessibility issues not only created potential legal exposure under ADA requirements for public institutions but fundamentally undermined the library's mission of providing inclusive information access to all community members regardless of ability.

Beyond the technical challenges, the library faced significant organizational constraints in addressing these issues. Limited internal technical expertise meant that any solution would need to be maintainable by staff with minimal specialized training. Budget limitations required careful prioritization of improvements to maximize impact within available resources. And as a public institution, the library needed to navigate procurement regulations that added complexity and time to the vendor selection and implementation process.

The revitalization project also needed to address ongoing maintenance challenges that had contributed to the initial deterioration of the digital experience. Without established protocols for content reviews, technical updates, and performance monitoring, any improvements would likely suffer the same gradual decline. Creating sustainable governance and maintenance practices was therefore as critical as the technical implementation itself.

Our Strategic Approach: Beyond Website Redesign

Recognizing that Peachtree Corners' needs extended far beyond aesthetic updates, we developed a comprehensive digital revitalization strategy that addressed both immediate technical challenges and long-term sustainability concerns. Our approach focused on creating a flexible foundation that would evolve with the library's needs while remaining maintainable within their operational constraints. Rather than viewing the project as a one-time website replacement, we structured it as the establishment of an enduring digital ecosystem aligned with the library's broader educational mission.

We began with an intensive discovery phase that engaged diverse stakeholders from library leadership and frontline staff to regular patrons and community partners. Through structured interviews, contextual observations, and analysis of existing usage data, we developed a nuanced understanding of how different user groups interacted with library resources both digitally and physically. This research revealed important patterns in information seeking behavior and identified critical pain points in the current digital experience that weren't immediately apparent from technical analysis alone.

A key insight from this discovery process was that patrons conceptualized library resources primarily through their needs (like "helping my child read" or "learning new job skills") rather than by material type or departmental organization. This finding significantly influenced our information architecture approach, shifting from a structure that mirrored internal library organization to one centered on patron goals and life scenarios. These user journeys became the foundation for reorganizing content and prioritizing interface elements.

Based on our comprehensive assessment, we recommended implementing a flexible, open-source content management system that would balance sophisticated capabilities with straightforward maintenance requirements. After evaluating multiple platforms against the library's specific needs and constraints, we proposed WordPress as the core CMS platform, augmented with carefully selected plugins to extend functionality without creating excessive complexity. This approach would provide the necessary flexibility while keeping licensing costs minimal—an important consideration for the publicly funded institution.

For the catalog integration, we designed a custom middleware solution that would create a more resilient connection between the website and the existing Sierra ILS. Rather than directly embedding the catalog interface, this middleware approach would allow us to create a more consistent user experience while buffering patrons from technical issues in the underlying systems. The solution included caching mechanisms to improve performance and graceful fallback options to prevent the catastrophic failures that had plagued the previous implementation.

The visual design strategy emphasized clarity and accessibility while reflecting the warm, community-centered atmosphere of the physical library space. We developed a comprehensive design system with modular components that could be consistently applied across the site while offering sufficient flexibility for different content types. This component-based approach would ensure visual coherence while simplifying future content creation and updates.

Most importantly, we recognized that technical solutions alone would not ensure long-term success. We therefore developed a detailed content governance framework and maintenance protocol that would guide ongoing management of the digital ecosystem. This framework included editorial guidelines, content review schedules, technical maintenance procedures, and performance monitoring approaches tailored to the library's staffing structure and operational rhythms.

Implementation: Building for Sustainability

Following approval of our strategic approach, we moved into implementation with a phased methodology designed to deliver incremental value while managing risk. Rather than attempting a single comprehensive launch, we structured the work to progressively improve the digital experience while allowing for adjustments based on real-world feedback. This approach was particularly important given the public-facing nature of the library and the diverse community it serves.

The technical implementation began with establishing the core infrastructure for the new content management system. We configured a secure hosting environment optimized for WordPress performance, implementing a comprehensive security approach including Web Application Firewall protection, regular automated backups, and secure authentication mechanisms. The environment included separate development, staging, and production instances to support thorough content and functionality testing before public release.

The WordPress implementation was carefully customized to align with library workflows. We developed a tailored admin interface that simplified common tasks while providing appropriate guardrails to prevent accidental content damage. Custom post types were created for recurring content categories like events, services, and resources, each with structured metadata fields to ensure consistent information capture. The theme development focused on performance optimization, with particular attention to mobile responsiveness given the high proportion of mobile users.

Integration with the Sierra ILS presented significant technical challenges. Our middleware solution implemented a caching layer that stored catalog information temporarily, reducing dependency on real-time API calls for basic information display. The search interface was redesigned with an emphasis on usability, implementing auto-suggestion, spell-check, and faceted filtering capabilities that helped patrons find materials more efficiently. For account functions requiring direct system access, we implemented a streamlined authentication flow that reduced friction while maintaining security.

Content migration represented another substantial undertaking. Rather than simply transferring existing content to the new system, we worked with library staff to evaluate, consolidate, and refresh information across the site. This content audit resulted in approximately 40% of legacy content being archived or consolidated, with remaining content substantively revised to align with the new information architecture and editorial standards. New content was developed to address identified gaps, with particular emphasis on highlighting digital resources and community programs that had been previously underrepresented.

Accessibility was prioritized throughout the implementation process. We established development standards that ensured WCAG 2.1 AA compliance as a baseline requirement for all components. Automated testing was supplemented with manual reviews using screen readers and keyboard navigation to verify practical accessibility beyond technical compliance. Color contrast, text sizing, and interactive element design were carefully considered to ensure usability for patrons with diverse abilities and needs.

Throughout implementation, we maintained close collaboration with the library team through regular working sessions, progress demos, and hands-on training. These interactions helped refine the solution based on staff feedback while building internal capability for managing the new system. By involving staff directly in content creation and site testing, we fostered ownership of the new platform and reduced dependency on external support for routine maintenance.

The implementation schedule was structured around the library's programming calendar, with the final cutover to the new system timed to coincide with the launch of the summer reading program—an annual initiative that typically generated significant community interest and website traffic. This strategic timing created a natural opportunity to introduce the revitalized digital experience while maximizing its immediate impact on a high-visibility library program.

Creating Sustainable Governance and Maintenance

Recognizing that the long-term success of the digital revitalization would depend as much on ongoing maintenance as on initial implementation, we developed comprehensive governance frameworks and maintenance protocols tailored to the library's specific operational context. These frameworks were designed to be realistic within the constraints of public library staffing and budget limitations while ensuring consistent quality and continued evolution of the digital experience.

The content governance framework established clear roles and responsibilities for digital content management across the organization. Rather than centralizing all website responsibilities with a single "webmaster," we implemented a distributed ownership model where different departments maintained their respective content areas within established guidelines. This approach distributed the workload while ensuring content was maintained by those with the most direct knowledge of specific programs and services.

To support this distributed model, we developed tiered permission structures within the content management system that aligned with staff responsibilities. These permission sets controlled access to different areas of the site and limited certain high-risk functions (like plugin installation or theme editing) to appropriate technical staff. This structure protected site stability while still allowing content contributors appropriate autonomy to update their sections in a timely manner.

Editorial standards were documented in a comprehensive style guide that covered voice and tone, content structure, media usage, and accessibility requirements. This guide included practical examples relevant to common library content types and checklists for content review. We conducted hands-on training sessions for all content contributors, supplemented by recorded tutorial videos that could support onboarding of new staff members as turnover occurred.

The technical maintenance protocol addressed both routine upkeep and longer-term technical evolution. We established a regular maintenance schedule that included:

• Weekly tasks - Security updates, content review for upcoming events, basic performance monitoring
• Monthly tasks - Plugin updates, broken link checking, accessibility validation, analytics review
• Quarterly tasks - Full content audit of specific sections, user journey testing, more comprehensive performance optimization
• Annual tasks - Complete technical assessment, major version upgrades, strategic planning for digital enhancements
• Continuous processes - Security monitoring, uptime verification, backup validation, user feedback collection
• Contingency procedures - Rollback protocols for failed updates, emergency response for security incidents, fallback options for integration failures
• Documentation maintenance - Regular updates to technical documentation, workflow guides, and training materials

To ensure these maintenance activities remained manageable within staff constraints, we implemented automation wherever feasible. Scheduled backups, security scans, performance monitoring, and link checking were configured to run automatically with results reported through a consolidated dashboard. Update notifications were prioritized and filtered to reduce "alert fatigue" while ensuring critical issues received appropriate attention.

Recognizing that some technical maintenance would require specialized expertise beyond what could be reasonably developed in-house, we established a tiered support arrangement that provided the library with access to appropriate technical assistance when needed. This arrangement included regular check-ins, priority response for critical issues, and a defined number of support hours for enhancements and complex maintenance tasks. This approach ensured continuity of expertise while still building internal capability for routine management.

Performance monitoring was implemented through a combination of technical metrics and user experience measures. We configured analytics to track key interaction patterns and conversion points specific to library objectives—like program registrations, digital resource usage, and research assistance requests. These metrics were presented in a customized dashboard that highlighted trends and potential issues requiring attention, making data accessible to staff without specialized analytics expertise.

Perhaps most importantly, we established a continuous improvement framework that connected user feedback directly to site enhancements. Feedback mechanisms were integrated throughout the site, capturing both structured ratings and open-ended comments. This feedback was automatically categorized and routed to appropriate staff for review, creating a direct channel for patrons to influence ongoing development priorities.

Results and Impact

The digital revitalization of Peachtree Corners Public Library delivered significant improvements across multiple dimensions, transforming the library's online presence from a source of frustration to a valuable extension of their community service. Quantitative and qualitative measures demonstrated substantial enhancements in usability, engagement, and operational efficiency following implementation.

Usage metrics showed dramatic improvements in digital engagement across all key indicators. In the six months following launch, compared to the same period in the previous year, the library experienced:

The performance improvements were particularly evident in catalog interaction, where the enhanced search functionality and more resilient integration significantly improved usability. The average time required to locate and place a hold on a specific item decreased from 1 minute 48 seconds to 42 seconds, while successful completion rates for catalog interactions increased from 68% to 94%. These improvements directly supported the library's core mission of connecting community members with information resources efficiently.

Accessibility enhancements substantially improved the experience for patrons with disabilities. The site achieved WCAG 2.1 AA compliance across all pages, with many elements meeting the more stringent AAA standards. Screen reader compatibility testing confirmed that all critical functions were fully accessible through assistive technologies. Community feedback from patrons with disabilities was overwhelmingly positive, with several individuals noting that they could independently access library resources online for the first time.

The governance and maintenance frameworks delivered significant operational improvements for library staff. Content updates that previously required IT support tickets and took an average of 4.2 days to implement could now be completed by department staff in minutes. The time required for publishing the monthly program calendar decreased from approximately 12 hours of staff time to less than 2 hours. These efficiency gains allowed the library to maintain more current information while redirecting staff resources to direct patron service.

The improved digital presence directly supported program participation and resource utilization. Summer reading program registration increased by 36% compared to the previous year, with 72% of registrations occurring online rather than in person. Participation in digital literacy workshops increased by 45%, with post-program surveys indicating that many attendees learned about the offerings through the revitalized website. Usage of electronic resources, including e-books and research databases, increased by 28%, reflecting improved visibility of these services in the digital environment.

Patron satisfaction metrics showed substantial improvement following implementation. In quarterly satisfaction surveys, ratings for the digital experience increased from an average of 2.4/5 to 4.7/5. The volume of support calls related to website navigation or technical issues decreased by 78%, while positive comments about the website in general feedback channels increased significantly. These satisfaction improvements extended beyond direct users to community partners who reported greater ease in finding collaboration opportunities and cross-promoting programs.

The site's improved performance in search engines enhanced the library's visibility in the broader community. Organic search traffic increased by 124% following implementation, with higher rankings for searches related to community services, educational resources, and family activities in the Peachtree Corners area. This improved discovery helped the library reach community members who might not otherwise have been aware of available services, supporting their mission of inclusive information access.

From an institutional perspective, the revitalized digital presence strengthened the library's position within the county system and the broader community. The project was recognized with an Excellence in Community Engagement award from the Georgia Library Association and featured as a case study in regional government technology forums. This recognition helped validate the investment and position Peachtree Corners as an innovator in community-centered digital services.

Evolving Together: Ongoing Partnership

The successful launch of the revitalized digital presence marked the beginning rather than the conclusion of our partnership with Peachtree Corners Public Library. Recognizing the dynamic nature of both technology and community needs, we established an ongoing collaboration focused on sustaining and evolving the digital ecosystem to continue meeting patron expectations and supporting the library's educational mission.

Following the initial implementation, we transitioned to a structured support arrangement that balanced proactive maintenance with capability building. Quarterly technical health assessments provided comprehensive evaluation of system performance, security posture, and alignment with current best practices. These assessments generated specific recommendations for optimizations or enhancements, creating a roadmap for continuous improvement based on objective technical analysis rather than reactive issue response.

Knowledge transfer remained a central focus of the ongoing partnership. We established a mentoring relationship with key library staff through scheduled working sessions that addressed both immediate maintenance needs and progressive skill development. These sessions evolved from basic content management to more advanced topics including analytics interpretation, information architecture refinement, and digital accessibility techniques. This approach has steadily increased the library's self-sufficiency while maintaining access to specialized expertise for complex challenges.

The digital governance framework established during implementation has evolved through practical application and regular review. Content audits conducted at six-month intervals have identified opportunities to refine editorial guidelines and streamline workflow processes. The distributed ownership model has been adjusted based on staff feedback, with refinements to permission structures and approval workflows to better balance autonomy with quality assurance. These governance improvements have been documented in updated guidelines and training materials to ensure consistent application.

User feedback mechanisms have been progressively enhanced to provide more nuanced understanding of patron needs and preferences. The initial post-launch surveys have been supplemented with targeted microsurveys, user testing sessions, and analytics-driven insights about interaction patterns. This multi-method approach to user research has informed prioritization of enhancement requests and identified emerging needs that might not have been captured through direct feedback alone.

The ongoing partnership has supported several significant enhancements that extend the digital ecosystem's capabilities. A multilingual content strategy was implemented to better serve the community's growing diversity, with key information now available in Spanish, Korean, and Vietnamese to reflect the area's demographic composition. A digital events platform was integrated to enhance virtual program participation during the pandemic, later evolving to support hybrid programming that combines in-person and online attendance options. Most recently, personalization capabilities have been implemented to provide customized content recommendations based on patron interests and past interactions.

Technology evaluation and planning has become a structured component of the partnership, with annual technology road-mapping sessions that align digital capabilities with the library's strategic objectives. These sessions consider emerging technologies, evolving patron expectations, and changes in the broader digital landscape to identify opportunities for meaningful enhancement. Rather than pursuing technology for its own sake, these evaluations focus on identifying specific capabilities that would materially advance the library's mission of community service and information access.

As the partnership has matured, its impact has extended beyond the library's own digital presence to influence broader initiatives within the community. When the city of Peachtree Corners began developing its digital civic engagement strategy, the library's successful transformation served as a model for citizen-centered design and inclusive digital access. Library staff have become internal advocates for accessibility and user-centered design across other government digital services, sharing lessons learned and best practices developed through their own transformation journey.

The enduring success of Peachtree Corners Public Library's digital revitalization demonstrates the importance of viewing such initiatives not as discrete projects but as ongoing evolutions requiring sustained attention and adaptation. By establishing strong foundations of technology, governance, and capability while maintaining flexibility to accommodate changing needs, the library has created a digital ecosystem that truly advances their mission of community service through inclusive information access. Their journey illustrates how public institutions can leverage thoughtful digital transformation to enhance their relevance and impact in an increasingly digital world.