Holds to Go: Contactless Pickup Service During the Pandemic

About the Program

Category: Libraries (Best in Category)

Year: 2021

The Montgomery County Public Libraries’ (MCPL), MD, “Holds to Go!” service provides customers cost-free “contactless” borrowing of physical library materials during the COVID-19 pandemic. The service comprises three steps:1. The customer requests items (i.e., “placing a Hold”) via the MCPL website or by calling a branch and selecting the branch pick-up location2. The customer schedules an appointment for pick-up after receiving notification of available Hold(s).3. The customer retrieves Hold(s) from outside the branch entrance or from within the facility’s public lobby, while maintaining social distance and wearing a mask.Library staff check-out available Holds prior to the arranged pick-up time and regularly monitor customers’ pick-up progress. If a customer misses an appointment, a reschedule is permitted. This program makes needed materials accessible to customers in a safe, discreet manner, while allowing staff to continue providing a level of “front-facing” service to the public. Data from the “Holds to Go!” service show more than 1.5 million items have circulated since implementation – items which would otherwise be unavailable for use. This service conveys MCPL’s commitment to continue providing residents free and equal access to services, especially when branches are closed due to the pandemic. Customers express ongoing appreciation for this initiative.