In response to the global pandemic forcing building closures, Richland Library increased its virtual services and online programming. To reach customers with limited access to computers and Wi-Fi, the library held a series of four telephone town halls. Nearly 3,500 callers attended the events that addressed challenges impacting senior citizens, caregivers and Spanish-speaking parents during the pandemic. The calls also provided valuable information about the 2020 Census and voter registration.

The Tele-Town Hall system was used to conduct the four meetings. The system allowed the library to rapidly dial thousands of customers and invite them to participate in the hour-long conference. During the call, participants were able to ask questions live to various speakers, including elected officials, nonprofit organizations, educators and community leaders. The meetings were recorded and posted to YouTube for later viewing. The library also created FAQs with speakers' contact information as a follow-up for customers.

Conducting the town halls allowed Richland Library to reach customers that may have fallen through the digital divide created by the pandemic. The library has been able to reach nearly 3,500 customers and offered valuable community support. A senior citizen participant remarked that without a home computer, the state quarantine left her feeling isolated and alone. She was grateful that the town hall gave her information connection. Her comments are the perfect example of why the town halls were successful and necessary.