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When Needed Most: Operating Despite COVID-19

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When Needed Most: Operating Despite COVID-19

Scottsdale Public Library, Ariz.

Advocacy & Awareness | 2020

Innovation Synopsis

As libraries closed due to COVID-19, SPL decided not to cut off access to any part of its entire collection — digital and physical. Drive-thru windows remained open with additions of plexiglass barriers and staff processes to increase safety. Remote access services including library card registrations and library card renewals were rapidly evolved.

Challenge/Opportunity

For several weeks, SPL was the only library system in the Phoenix metro area with access to a physical collection. At a time when socially distant activities were a necessity, libraries housed endless resources to promote these activities. These activities go beyond reading and include learning, training, cooking, building, creation and more through the information found in a public library collection. Economic stability unraveled in many households as unemployment climbed furthering the needs for these resources.


Key Elements of Innovation

  • Outfitting the drive-thru windows with plexiglass and distance stickers.
  • Changing staff procedures to include PPE, disinfecting workstations in between shifts and six feet distance requirements.
  • Quarantining returned item materials for 72 hours before making them available to reserve.
  • Rapidly implementing online library card registration and library card renewal services online without losing the integrity of identity verification.

Achieved Outcomes

Patrons never lost access to the physical collection.

  • 2,233 library cards were registered from April–October 2020 online; 629 of those cardholders resided outside of Scottsdale.
  • 2,293 library cards were renewed online from May–October 2020.
  • 113,972 cars visited our windows or curbside from April-October 2020.