Case Study Narrative Template
This is the writeup you wish you had when someone asks: “What happened, what did it cost, and what did we learn?”
Tip: open your browser print dialog and “Save as PDF” when you are done.
What this is: a structure. Use your real numbers and your real constraints. If you do not have numbers, say that and document what you will measure next time.
Sections
1) Headline
One sentence. Plain language. No vendor adjectives.
[Library name/type] reduced [problem] by [amount] by [what you changed], without [what you refused to do].
2) Context
- Library type: [public/academic/school/special]
- Population served: [ ]
- Branches: [ ]
- Staffing reality: [ ]
- Budget reality: [ ]
- Vendor environment: [ILS/discovery/ebook vendors - who is in the mix]
3) Problem
Name the real problem. If it is political, write the polite version and keep the real version in your notes.
What patrons experienced
Friction, confusion, delays, abandonment.
- [Example: “Catalog results felt random.”]
- [Example: “Digital resources were impossible to find.”]
- [Example: “They gave up and left.”]
What staff experienced
Backlog, broken workflows, constant interrupts.
- [Example: “Simple questions took 10 minutes.”]
- [Example: “Reference time collapsed.”]
- [Example: “Training never stuck.”]
Baseline metric: [example: % searches with no checkout, average time to resolve common questions]
How we measured it: [analytics, sampling, staff logs, surveys]
Known gaps: [what we did not track]
4) Constraints
Constraints are not excuses. They are the facts. Write them down.
- Time: [ ]
- Budget: [ ]
- Staff capacity: [ ]
- Privacy posture: [ ]
- Procurement rules: [ ]
- Accessibility requirements: [ ]
5) Decision
What did you choose, and what did you reject? Include the alternatives.
Chosen option: [ ]
Why: [ ]
Rejected options: [ ]
Reasons rejected: [cost, lock-in, privacy, accessibility, timeline]
If this decision involved AI, run it through the AI Scorecard and document your “must be yes” items.
6) Implementation
- Owner: [ ]
- Timeline: [ ]
- Training: [what happened, who attended, what was skipped]
- Support: [who handled issues, how fast, what broke]
- Change management: [communications, signage, web copy]
What went smoothly
- [ ]
- [ ]
- [ ]
What broke
- [ ]
- [ ]
- [ ]
7) Outcomes
Use numbers where you can. Use quotes where numbers do not exist. Either is better than “we feel good about it.”
Patron outcomes
What got easier?
- [metric + direction]
- [quote]
- [access improvement]
Staff outcomes
What got lighter?
- [metric + direction]
- [training effect]
- [workload change]
Operational outcomes
What got more stable?
- [incidents]
- [support tickets]
- [downtime]
8) Costs and surprises
This is where the value is. Document the actual cost and the “oh, that’s extra” list.
| Cost item | Amount | Notes |
|---|---|---|
| Licensing | $[ ] | [term, renewals, increases] |
| Implementation | $[ ] | [what was included, what was not] |
| Training | $[ ] | [hours, materials, staff time] |
| Hidden add-ons | $[ ] | [SSO, API, analytics, extra seats, usage tiers] |
9) Risks and mitigations
Be honest. The board can handle reality. Surprises are what they hate.
Privacy
What was the exposure, and what did you do about it?
Accessibility
Who would this fail, and what did you change?
Vendor lock-in
What is your clean exit?
10) What we would do again (and what we would not)
Do again
- [ ]
- [ ]
- [ ]
Not again
- [ ]
- [ ]
- [ ]
We solved [problem] by [approach]. The real cost was [cost]. The two biggest surprises were [surprise] and [surprise]. If we did it again, we would [one change].
11) Appendix: receipts
Attach anything that makes your story harder to argue with.
- Vendor quote and scope
- Contract term highlights
- Support ticket summary
- Training agenda and attendance
- Before/after metrics