Book-a-Librarian

About the Program

Category: Libraries (Best in Category)

Year: 2021

In March 2020, the 18 library branches in Maricopa County Library District (MCLD) fully restricted access to customers to reduce community spread of COVID-19. Libraries offer much more than printed material, acting as connectors to community resources and services. Customers depend on library staff for reliable information, and this resource became more essential during a time when misinformation spread rapidly. Library staff immediately began to look for alternative ways to connect to their customers. Staff also recognized that more and more people were using the library Call Center to request help with general reference questions and digital material. Library Administration determined that creating a system where customers could register for an appointment to talk directly to professional staff would fill a need for the community.Library Administration, working with the Web Team developed software that allows customers to register for appointments to speak to professional library staff. When booking their appointments, customers identify the subject they are interested in discussing. Librarians access a staff portal and claim appointments during their scheduled time. They contact the customer with the phone number provided, and are able to offer help remotely. Since the inception of the program, staff have completed over 6,800 connections through Book-a-Librarian.