Mold to Magic: Turning Crisis into Opportunity
Pioneer Library System
Innovation Synopsis
When the city closed the Central library, the largest a newest in the system, due to the discovery of mold in fall 2023, Pioneer Library System moved quickly to minimize downtime for customers while relocating staff, materials, and technology from an 80,000 sq ft building to a 1,900 sq ft pop-up location. The result? A new library service model, more knowledgeable and connected staff, a record-breaking number of engaged customers, and a brand new, reimagined location designed to meet community needs: The PLS Library Lab. This experience reinforced PLS’s reputation of pioneering new ideas, embracing its innovative culture by turning crises into moments of opportunity, turning mold into magic.
Challenge/Opportunity
Immediately after closure notice, we entered crisis management mode to identify and innovate library services in a variety of ways. Working with the governing body of our system, we began problem-solving how to serve the largest population in our system, including:
- Finding a new temporary location with support of the library’s Board;
- Safely and strategically relocating key all equipment and materials;
- How to retain 70+ staff;
- Implementing crisis communications to keep the public informed of updates, increase awareness of existing library services and locations, all while combating misinformation spreading on social media.
Key Elements of Innovation
We safely moved existing materials and technology from Central to accessible locations nearby, and planning began for 24 hour services to be placed outside City Hall. While the library was closed, events took place across the community, meeting people where they were, creating new partnerships throughout the city. We opened a portal inspired by sports drafts and invited all staff to apply for a stretch development opportunity through the fiscal year. All Central staff and others who opted-in were relocated based on their expressed areas of interest and professional growth. A series of strategic marketing campaigns deployed to increase awareness of existing library services: nearby locations, Wi-Fi solar benches, 24 Hour library collections, and more. Postcards and emails were sent to areas with a high number of children in the household below the poverty level, and located near the Library Lab or existing nearby branches or 24 Hour Libraries.
Achieved Outcomes
Library Lab opened in a modern space that rotates popular titles, offers children’s programs to give busy families a routine space to visit, and hosts a full Maker Lab equipped with state-of-the-art equipment.
An existing partnership with the local health department strengthened, turning the county’s wellness block into a hub for adult and teen library programming nearby.
Events continue to be offered around the community.
All staff were retained and provided opportunities for learning, resulting in stronger skills-building and relationships between staff.
These innovative elements resulted in the most active customers in the library’s recorded history: more than 100k customers have used their library card regularly since Central closed. Market penetration in this community grew from 40% to 51% in under two months.
One marketing campaign alone yielded 702 library card sign-ups and re-engaged 6,952 users who had not visited the library in a year.
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