Excitement and trepidation accompanied the reopening, so it was important that our communications set customer expectations. While social media engagement increased exponentially during the pandemic, it was a challenge trying to reach customers who were used to getting information in-person from the library. The reopening also meant preparing for new safety precautions and operating procedures that required vast signage changes across the system.

Public messaging included:

• Press release
• Email blast
• Videos
  • Message from Library Director
  • Opening Day
• Social media
• Large signs outside buildings
• Handouts
• Website update
• Google Business update
• Messaging on customer notifications
• 2-1-1 update

Building signage:
• Guidelines for library usage, including capacity limits and restrictions
• New hours
• Mask requirements, elevator requirements, social distancing, hand-washing, etc.
• T-shirts for staff

The reopening news was picked up by several traditional media outlets, including print, radio and television, which helped the library reach an audience beyond social media. Our two videos combined garnered 305 views on YouTube and engaged more than 1,400 viewers on Facebook. The email blast to customers had a 21.24% open rate (37,792 individuals).

Comments from customers showed our message's impact:
“The DPL branches opening again was like a special holiday for our family — the kids couldn’t stop talking about it!”