When Nevada shut down, over 350,000 local workers were laid off in a matter of weeks. Resident challenges compounded when schools decided to move to all distance learning and over 100,000 local students lacked devices and home internet to attend online school. Library District leadership saw that keeping and attracting customers was the highest priority. Departments came together to create new customer experiences that would bring back the regulars and attract new use by people with unique critical needs.

• Wi-Fi was made available 24/7 in branch parking lots
• E-card service was launched
• Programs pivoted to remote formats
• Curbside delivery services were introduced
• Libraries were opened in June for concierge browsing
• “Take and Make” project kits got families back for quick, safe visits
• Four Vegas Strong Academy sites opened to meet student support needs of local working families
• Libraries opened early (7:30-10 a.m.) for students kindergarten through college
• Live homework help tutors were brought back

Despite the COVID-19 crisis, Library District customers are enjoying access to a rich variety of customer experiences. The Library District has been able to grow public awareness, use of library resources and new partnerships. One hundred eighty-four digital programs were produced and published on new media channels. Computer use, visits and circulations levels are now 60% of previous years. Electronic resource use has grown by 60%. The library has issued 11,754 new library cards and demonstrated its value as a community asset.