FCPL serves 37 branches across 6,000 square miles in rural, mountain and urban communities. Each community has unique and diverse needs. Previously, FCPL primarily offered cookie-cutter programming in urban affluent communities, unintentionally adding to a sense of isolation and ignoring specific needs of outlying, rural areas. By facilitating conversations to gain authority, authenticity and accountability in each service area, FCPL is defining strategic priorities for more relevant and transformative programs for all of Fresno County.

FCPL's Community Services Division and Public Services Division collaborated to facilitate over 20 community conversations countywide, a project that spanned two years and reached over 200 community members. Through the California State Library, FCPL received coaching from a senior fellow with the Harwood Institute to draw out themes specific to individual communities and Fresno County as a whole, and use public knowledge to create more relevant, meaningful programs in each community.

Gaining public knowledge across Fresno County has helped FCPL redefine priorities and be more purposeful while deconstructing legacy programs and practices. New programs address specific needs in Latino, Hmong, Armenian and senior communities. Staffing and resources have been reallocated to improve targeted marketing in Spanish and English. Silos are dissolving internally through a shared vision. FCPL has increased awareness of diverse community needs to better direct decision-making and maximize impact for all of Fresno County.