Embracing the digital era: the case of Zagreb City Libraries

Zagreb City Libraries are a modern and well-organized network of 42 public libraries and 2 mobile libraries with 77 stations. They provide equal access to traditional services as well as modern information and communication technology to all the citizens of Zagreb and Zagreb County. Digital transformation is defined as “the use of technology to radically improve the performance or reach of enterprises” (Westerman, Bonnet, and McAfee, 2014). This paper will present how Zagreb City Libraries participate in digital transformation through their services and programs and help their patrons to stay in touch with digital changes. The 2014-2020 strategic plan of Zagreb City Libraries defines the organizational goals of the institution and aims to use new technologies to strengthen the existing services and provide new services to patrons of all age groups so that new generations of patrons can successfully “grow with the library”. The main goals are: encouraging and supporting the development of knowledge and excellence, developing an inspiring cultural environment and human resources, and developing the managing system. Zagreb City Libraries also support knowledge and skills development, encouraging the creativity and entrepreneurship of their patrons. Zagreb City Libraries provide information and sources in the virtual world through responsive web pages, OPAC, the Anniversary Calendar, Digitized Zagreb Heritage, virtual exhibitions, social networks, services like Ask a Librarian and E-Citizen... New services include the online reservation of books and audiovisual items and E-book lending. Browser-based file sharing applications (Google documents, Dropbox, ISSU, YouTube) let patrons access materials from the events they missed. Zagreb City Libraries support technological learning and conduct various free workshops, such as information and computer literacy for senior citizens, and coding workshops, gaming workshops, and 3D printers for young patrons. Zagreb City Libraries do all of the above to help patrons access, interact, and engage with the new digital environment.