Virtual My Librarian Appointments
Baltimore County Public Library
Innovation Synopsis
At the beginning of the pandemic, we shifted from offering in-person hour-long appointments to holding them via Zoom or telephone. We reached many customers who otherwise would have been isolated.
Challenge/Opportunity
We found ourselves with a sudden need to be able to provide one-on-one appointments with customers about how to use library and other technology. Customers who had never used teleconferencing technology needed to learn how to make telehealth appointments, how to download e-books, how to apply for jobs online and how to sign up for vaccination appointments. We needed a way to allow customers to make an appointment with staff who could talk with them on the phone or meet with them in an online conference.
Key Elements of Innovation
Our staff was working 100% remotely, many with laptops, hotspots and headsets borrowed from the library. Despite this, we were able to form a team to develop the My Librarian program. We utilized LibAnswers, Microsoft Teams, Zoom and other platforms to quickly form a group of service providers. We provided training to staff about how to interact with customers online, and how to use the various platforms most effectively.
Achieved Outcomes
We taught many people how to use teleconferencing technology, and from there provided reference or technology assistance services as requested. Additionally, we provided a personal link to the outside world for many customers who were isolated. Since July 2021, we have reached nearly 1,000 customers. We have now added the service to our regular offerings, and have plans to partner with the Baltimore County Department of Aging to reach more seniors with this service.