Osseo Library Self-Service Model
Hennepin County Library
Innovation Synopsis
In September 2023, the Osseo Library, located in Osseo City Hall, became a self-service-only library. The hours of operation were expanded from 3 days per week (24 open hours) to 5 days per week (42 open hours). Hennepin County Library identified two goals for the project: 1) increase circulation and visits and 2) create a safe and easy-to-use self-service library. Survey results and statistics validate that both goals have been achieved.
The self-service model was designed to increase access while decreasing FTE required to operate the location. Eight hours of staff time are still dedicated to the library, and 40 hours were moved to a larger, busier location. Residents can pick up holds, return items, browse and check out materials from the collection, utilize the library space for study, public Wi-Fi, public computers, or enjoy the children’s play area. For support, visitors can connect with library staff through an online Ask Us service or courtesy phone.
Challenge/Opportunity
While digital and physical book circulation has surged at Hennepin County, real-world visitor counts have not rebounded to pre-pandemic levels.
Visitor counts have been slowly increasing, but the increase has not been uniform. As a result, Hennepin County Library identified increasing visitors as an area of focus for its 2024-2027 strategic plan.
Hennepin County Library operates a system of 41 locations to serve 1.2 million residents across urban, suburban, and rural settings. Points of service include a variety of stand-alone, co-located, and leased real estate. In the City of Osseo, Hennepin County operates a small library that is uniquely located within Osseo City Hall. This library offered the fewest open hours of any location in the system.
Given that expanded hours are often associated with increased usage, Hennepin County Library partnered with the City of Osseo to design a service plan to offer greater access to the library without requiring greater numbers of staff.
Key Elements of Innovation
Osseo Library is located near several multi-unit dwellings that service senior citizens and low-income residents. Nearly 20% of area (Osseo, Maple Grove, Brooklyn Park) residents are foreign-born. Roughly half of Osseo Senior High School students identify as Black or Hispanic. More than 75% of homes were constructed prior to 1999. Osseo is an established community in transition, bordered by industrial and commercial enterprises and sprawling high-end housing booms of neighboring ‘second ring’ suburbs.
Expanding hours through self-service enhances accessibility to library resources for individuals with varied schedules and commitments. This initiative promotes equity by ensuring that all members of the community, regardless of their circumstances, have greater opportunities to utilize the library's services and resources, fostering a more inclusive and accessible environment for all.
Ultimately, expanding hours has expanded the opportunity for Osseo residents.
Achieved Outcomes
The Osseo Library self-service model has graduated from a successful pilot to a permanent expansion of hours. Survey results and data analytics confirm the goals of the program are being met.
Comparing to the previous year, from September – December 2023, the library attracted an increase of visitors (+190%, 1,638 visits), items checked out (+52%, 1,684 items), and utilization of public computers (+176%, 340 sessions).
Survey results show that 98% of visitors found the self-service library safe and easy to use and 90% rated their visit as a positive experience.
The program received praise from the Osseo City Council and city staff. Local media offered positive coverage of both the pilot and the early success of the changes.
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