Prior to the pandemic, Tampa-Hillsborough County Public Library (THPL) served the 1.4 million citizens of Hillsborough County, Florida, by providing access to information and technology across 27 branches, two bookmobiles, phone and chat reference and a 24/7 online library. More importantly, they provided help with anything and everything that customers were looking for in their libraries. When buildings closed in response to COVID-19, staff rose to the challenge and redefined library service for their community.

In March 2020, THPL quickly expanded its call center and virtual reference to seven days a week, shifted library card registration online and increased its digital collections. Staff recorded programs from home, bringing storytimes and tech training to thousands of viewers. Others flexed their maker skills creating masks for frontline workers. Hundreds of employees filled county emergency roles such as testing site support and supply management. Two branches with drive-thru windows distributed 2,198 unemployment forms.

Call center staff created 5,000 new library cards and updated 11,000 accounts in the first two months. THPL reached 1 million digital checkouts by June 2020, a feat not normally accomplished until much later in the year. YouTube viewership increased by 1,300% in a single month. Staff sewed 500 cloth masks and 3-D printed 700 ear guards. Branches distributed 88,000 masks in one week, fielding 1,400 phone calls about availability. The library mailed 715 returned unemployment forms at no charge, receiving 200 press mentions.