Digital Signage Hardware Support – Emory Libraries

Overview

The Technology Support and Training (TST) team within the Technology and Digital Strategies (TDS) division provides hardware and infrastructure support for digital signage across Emory Libraries and the Carlos Museum. Digital signage is deployed in multiple high-traffic library locations to promote events, services, and institutional communications.

This page outlines the scope of support, supported hardware components, and how to request assistance.

Scope of Support

TST is responsible for the technical operation and support of digital signage hardware, including:

• Digital signage players (Dell small form factor computers)

• Display hardware (monitors/screens)

• Connectivity (network and physical connections)

• Troubleshooting hardware-related issues

• Supporting installation and replacement of signage equipment

Out of Scope

TST does not manage or create digital signage content.

• Content is reviewed and approved by the Digital Signage Committee

• For questions related to content, submissions, or approvals, please contact the Digital Signage Committee:
  👉 https://libraries.emory.edu/about/policies/libraries-digital-signage

Digital Signage Components

1. Digital Signage Players

• Standard configuration: Dell Small Form Factor (SFF) computers

• Function:

  • Drive content to displays

  • Connect to signage management software/platform

• Support includes:

  • Hardware troubleshooting

  • OS and connectivity validation

  • Replacement coordination when needed

2. Displays (Monitors)

• Standard sizes:

  • 50-inch displays (primary standard)

  • 32-inch displays (smaller locations or legacy installations)

• Support includes:

  • Display power and functionality issues

  • Mounting coordination (with Facilities/AV vendors if needed)

  • Replacement of failed or aging units

  • Input/source configuration

3. Connectivity

Digital signage relies on multiple forms of connectivity:

• Power connectivity

• Network connectivity (wired Ethernet preferred)

• Video connections (e.g., HDMI between player and display)

Support includes:

• Diagnosing network or connectivity issues

• Verifying device connectivity to signage systems

• Coordinating with campus IT when network issues are identified

Service Requests and Incident Reporting

Submit a Ticket

To report an issue or request a new digital sign:

📧 Email: 78888@emory.edu
(System routes to ServiceNow for tracking and support)

Use Cases for Submitting a Ticket

• Display is blank, flickering, or not powering on

• Signage player is offline or unresponsive

• Network connectivity issues

• Request for new signage installation

• Hardware replacement or upgrade requests

New Digital Sign Requests

Requests for new signage should include:

• Location (building, floor, and specific placement)

• Purpose/use case

• Preferred display size (if known)

• Power and network availability (if known)

TDS will:

• Review feasibility with the Libraries leadership team

• Coordinate procurement and installation, including the allocation of a new license for the digital signage CMS

• Inform the Digital Signage Committee of the new sign

• Work with Facilities and vendors as needed

Governance, Content Management, and Escalations

• All digital signage content is governed by the Digital Signage Committee

• Content must comply with Emory Libraries signage policies and submission guidelines

• The committee determines:

  • What content is displayed

  • Rotation schedules

  • Content standards and formatting

👉 Committee Information & Policy:
https://libraries.emory.edu/about/policies/libraries-digital-signage

Escalations:

• Initial support requests submitted to 78888@emory.edu

• Technology support escalations: Jack Scott > Cari Lovins > Rosalyn Metz

• Governance, content management: Digital Signage Committee > EULM Chief Business Officer

Roles and Responsibilities

Additional Notes

• Displays and hardware are periodically refreshed as part of lifecycle management efforts

• Replacement cycles may prioritize aging or failing equipment