New York State Library

Notes from RAC Meeting on Reopening Libraries

May 13th, 2020

How Public Libraries Continue to Serve Communities During COVID-19 Closure

Panel Presentation: Queens Public Library

Kim McNeil-Capers, Director of Community Engagement and Outreach for Queens Public Library

  • Queens Public Library (QPL) has a virtual library open 24/7
  • QPL adjusted their resources for virtual consumption. The library expanded their resources to more digital collections including e books, audiobooks, e magazines, databases, entertainment shows & course lectures.
  • Queen Public Library also expanded their virtual learning resources.  The library created virtual storytelling projects on their website, allowing community members to tell their struggles & personal stories during the COVID-19 outbreak.
  • QPL launched several virtual campaigns including the Active Outreach campaign, consisting of podcast interviews. Also, the Census Outreach campaign, hosted live online to communicate information about the 2020 Census.
  • QPL created virtual programming for older adults. This virtual programming is used to help seniors, and older adults to connect with fellow community members, online chat, play bingo, & take different classes.
  • Queen Public Library partnered with community organizers to share information regarding community needs, challenges with the community & helped brainstorm solutions.
    • The library created programs to include teens & kids who may be dealing with personal issues due to being quarantined that included virtual roleplaying, pandemic journaling, song writing therapy etc. to help with the impact of Cov-19 on their lives.
    • The library donated board games and journals with pens to 716 families in local shelters. The donations aimed to provide families additional resources to alleviate any feelings of isolation, stress or anxiety while battling this pandemic.
  • QPL used virtual communication that reflected the communities they serve.  Several themes of their virtual programs included a drag queen story hour, an online stack after school program, and a hip-hop themed Instagram livestream.
  • QPL used Facebook & Instagram as a way to promote, advertise & to reach out to those in the community. They also took to Instagram to thank essential workers for their help with the COVID-19 pandemic.

“The virtual library is truly a library without walls and limits. Since the library closed about 2 months ago, the QPL staff have been working hard to provide programs & activities to our patrons, that reinforce their commitment to provide our community with opportunities to learn” – Kim McNeil-Capers, Queens Public Library

Panel Presentation: Suffolk Library System

Valerie Lewis, Outreach Coordinator at Suffolk Library System

  • Each library in the Suffolk County Library System looks at each individual communities & decides what services can be provided.
  • All libraries within the SCLS are offering online programming & online support groups
  • SCLS are providing eBooks as well as other downloadable resources within their online library. People can go to their individual library websites & access the downloadable resources, as virtual programming and story times.
  • The libraries have worked collaboratively with Stony Brook University Hospital to donate 3-D printers to make face shields headbands. The face shields were provided to first responders and fire departments.
    • Libraries who didn't have 3-D printers to donate, bought 3-D printers to contribute to the community effort in fight COVID-19.
  • SCLS libraries donated books from personal collections to those who wanted print books.
    • Important to note that not all people have personal access to the internet.  
  • Libraries play a vital role on our communities can receive information and how information is communicated.

“Look to how libraries will play an imperative role in each community. People will be hesitant to go back to their library.” – Valerie Lewis

Discussion: What can we learn from the experience? What can libraries offer to the community?

  • It is really important for libraries to rethink what kind of services they can realistically offer.
  • It is important to address the inequalities within the community that might make it difficult for individuals to stay connected. (i.e., no online access, low literacy & English as a second language individuals)
  • Proactive outreach is important to keep connect within community.
    • Ex. Calling patrons, hosting library reunions etc.
  • Although many libraries were able to transition to work from home, it is important to provide the equipment & technology that staff would need to continue to do their jobs
  • Virtual programming & curbside programs are possible.
  • Public libraries & school libraries collaborating is a great way to leverage resources.
  • Consider more flexibility for ebooks in budgets.

Creating a Plan for Reopening

Panel Presentation: New York Libraries on Pause

Scott C. Jarzombek, Executive Director, Albany Public Library

Closing: Executing the Unexpected

  • Emergency plans
  • Past experience
  • Planning virtual programs
  • Lack of guidance

Notes from presentation:

  • There were no past experiences to help with this pandemic. This is the first-time libraries have had to deal with a health pandemic.
  • Albany Public Library had connection with the SUNY Albany CEHC.
    • This relationship allowed for time to formulate closing plans & to plan virtual programming.
  • While Albany Public Library was able to transition, many libraries in the Capital Region are still struggling on how to move forward.

While on Pause: Providing Virtual Services and Programs

  • Online reference
  • Content creation
  • Programming
  • Partnerships
  • Communication

Notes from presentation:

  • Albany Public Library maintains connection with patrons by setting up Google phone numbers and answering reference research through email.
  • The library shifted more spending to e books as well as expanding more virtual resources.
  • APL staff increased content creation by hosting weekly podcasts – providing entertainment and engagement from the community during this pandemic.
  • Their staff continues to promote library services through videos, virtual book discussions, story time videos & live programming.
  • Although their locations are closed, APL keeps their Wi-Fi on outside their locations & local hotspots throughout the city of Albany.
  • These online services will not go away once the library reopens. For the foreseeable future, there will always be a section of the population that will prefer virtual access.

Challenges

  • Staffing
  • Technology
  • Governance
  • Charter
  • Funding

Notes from presentation:

  • Providing Virtual programming cannot work if there isn't staff equipped to handle the transition.
    • In order to provide virtual access, library staff will need the portable technology and internet connection to continue their work remotely.
  • Not all libraries are public therefore have to go through different challenges when it comes to reopening & to continue providing services.
    • Sadly, there are many furloughed & unemployed library staff members within Albany county as some library cannot maintain while closed.

Plan Now to Move Forward

  • Phased approach
  • Safe
  • Clear protocols
  • Limitations
  • Opportunities

Notes from presentation:

  • Albany Public Library is working on a 5 phased plan to reopening the library building. 
    • These phases will be flexible, as there will be times when the libraries will have to go back to a previous phase.
  • The staff's health & well beings are the most important!
    • Libraries will need to reduce operations but still be able to do their jobs responsibly!
    • Clear protocols and procedures are necessary as well as training of staff.
  • The starting point from now on will be virtual services then will slowly go on from there!

Panel Presentation: Staged Reopening Plan for Member Libraries

Grace Riario, Executive Director, Ramapo Catskill Library System

Purpose: To provide practical reopening guidelines and recommendations to RCLS member libraries in Rockland, Orange, Sullivan, and Southern Ulster Counties. This document describes a chronological method of reopening services and buildings to community members while keeping with the CDC and New York State guidelines.

General Recommendations:

  1. The RCLS Reopening Plan will not take effect until the State of New York begins Phase 2 in the Mid-Hudson Region. (NYS Phase 2 = RCLS Reopening Plan Stage 1)
  2. RCLS Reopening recommendations should be implemented through the leadership of the library director in consultation with library staff, and with the support and approval of the Library Board of Trustees. Each library should develop its Reopening Plan based on their community's needs and the library's resources. Each library should coordinate their plans and transition of the different stages within the RCLS Reopening plan with nearby libraries, especially libraries that share users.
  3. Each Stage within the RCLS Reopening Plan adds services to the library; this means no services should be drop as the library transition to the next stage within this plan.
  4. Libraries should adjust their services to meet government and health officials' recommendations.
  5. Develop a marketing strategy to promote the different stages.
  6. Evaluate your current collection development practices.
  7. Continue offering virtual programming and services.
  8. Continue to hold Library Board meetings online until new guidelines are provided.
  9. Strong consideration should be given to going fine-free through the end of the year or until the New York State of Emergency is declared over. Phrase recommended for marketing use: "Your library loves you as much as you love us. All materials are fine-free until [time]. Take your time returning material and be safe."

Note: The quarantine period for the purpose of this document, refers to the 7 days’ period recommended by this committee to store library materials. The quarantine period may change as new information on the proper handling of library materials becomes available.

General Health Strategies:

  1. All library staff must wash their hands regularly for 20 seconds with soap.
  2. All library staff must wear a mask if a distance of 6 feet cannot be maintained between yourself and others. The cloth face cover is not a substitute for social distancing.
  3. All libraries must provide masks to their staff.
  4. All library staff must frequently disinfect their work surfaces.
  5. All library staff must stay home if they are sick.

Resource:

Stage 1: Preparation (limited staff, no public)

  1. Confirm that HVAC systems are clean and functioning safely.
  2. Check building infrastructure in general: Electrical, plumbing, etc.
  3. Verify that technology is working correctly; contact the RCLS IT department if needed.
  4. Acquire appropriate Personal Protective Equipment (PPE) for staff. This may include but not be limited to:
    • Masks
    • Hand sanitizer
    • Gloves
    • Infrared thermometer
    • Tape or "footprint" sticker
    • Caution tape.
    • Occupancy counter
    • Disinfectant for surfaces
    • Disposable covering (gown, smock, etc.)
  5. Library staff supplied with and trained on, the use of Personal Protective Equipment (PPE).
  6. Develop social-distancing practices for staff and library users.
  7. Prepare signage as needed.
  8. Design traffic flow for public access to building.
  9. Redesign staff areas for proper social distancing (6 feet)
    1. Install shield if desired
    2. Place hand sanitizer in all public areas as needed
  10.  Library materials currently held in the library must be returned to the owning library.
    1. No holds or check outs are recommended during this stage.
    2. Discharge library materials to Transit to owning library, generating a Transit slip.
    3. Place library materials in the RCLS delivery bins to be routed to the owning library.
    4. Empty existing delivery bins [from March] and remove Hold Shelf items owned by other libraries, Discharge those items and generate a Transit slip. [The Available Holds for these patrons have been canceled, but new holds for them have been placed and suspended.]
    5. Items you receive now via RCLS deliveries (your items) can be discharged and reshelved - they have only been handled since March/April by drivers and other library staff wearing masks and gloves.
    6. Sort outgoing RCLS delivery bins according to the RCLS Delivery Run Sheet.
    7. For libraries that have book drops open: Quarantine Period: Items returned to libraries within seven days must be placed in Quarantine for a period of seven days. Library staff should separate items by return date and make sure to mark the date that items are returned. There is no need to Discharge them until the Quarantine for each dated item has expired.
  11. Design a curbside pickup program.
  12. Develop new library policies or temporary amendments to current policies. For example:
    1. Code of conduct
    2. Community room usage

Resources:

RCLS ILS: All existing holds are suspended, and Symphony Hold Map is set not to fill or allow any new holds.

RCLS Delivery: The RCLS Delivery team will deliver library materials currently stored in the RCLS garage since March 13, 2020.

The RCLS Delivery team will pick up library materials that have been stored in the buildings and have not been touched in over a week. This includes:

  1. Items that are in delivery bins since delivery was suspended.
  2. Items returned in open book drops during March and April.
  3. Items on hold shelf that are owned by other libraries.

Stage 2: Preparation Continues/Appointment Services (limited staff, limited public by appointment)

  1. The library materials within the library must be returned to the owning library.
  2. No holds or checkouts are recommended during this stage.
  3. Reopen closed book drops, accept returns in stages, and designate quarantine space & timeframe.
  4. Quarantine Period: Items returned to libraries must be placed in Quarantine for a period of seven days. Library staff should separate items by return date and make sure to mark the date that items are returned. There is no need to Discharge them until the Quarantine for each dated item has expired.
  5. After newly returned items have completed their Quarantine period, Discharge library materials to Transit to owning library to generate a Transit slip.
  6. Place library materials in the RCLS delivery bins to be routed to the owning library by using routing slips.
  7. Continue to sort materials in RCLS delivery bins according to the RCLS Delivery Run Sheet.
  8. Items you receive now via RCLS deliveries (your items) can be Discharged and reshelved - they have completed Quarantine and have only been handled by drivers and other staff wearing masks and gloves.
  9. Reopen closed book drops, accept returns in stages, and designate quarantine space & timeframe.
  10. Consider expanded availability of technology. For example:
    1. Extend Wi-Fi coverage area, if possible
    2. Loan hotspots
    3. Circulate laptops/tablets
      Note: Disinfect technology when returned and before loaning it out.
  11. Offer Essential Services "by appointment" if able. For example:
    1. Notary
    2. Faxing
    3. Photocopying
    4. Passport Services
  12. Curbside pickup program design ready to go live.
  13. Review homebound delivery service if available.
  14. Continue Virtual Programing and services.
  15. Continue developing a marketing strategy to communicate the adapted services.

RCLS ILS: Symphony Hold Map will be changed to allow placement of new local-only holds. Enterprise catalog will be modified to only show local items.

RCLS Delivery: The RCLS Delivery team will continue to deliver library materials to their owning libraries. Library materials being picked up from libraries must have been in Quarantine for seven days prior to being placed in the RCLS delivery bins.

Stage 3: Services (staff, public service outside the building)

  1. Local-only holds can be placed and filled with discharged items.
  2. Encourage community members to place local holds using the Library Catalog or RCLS Gateway app.
  3. Offer curbside pickup services or lobby pickup only. For example:
    1. Library Materials
    2. Take-home crafts
    3. Fun things families or adults can do at home
  4. Continue "by appointment" essential services.
  5. Homebound delivery services are offered.
  6. Closed Stack system: local holds and runners to grab materials; this will limit the number of people handling library materials.
  7. Process new library materials by current library procedures.
  8. Consider a special schedule to serve "at risk patrons".
  9. Quarantine Period continues: Items returned to libraries must be placed in Quarantine for a period of seven days. Library staff should separate items by return date and make sure to mark the date that items are returned.
  10. IMPORTANT: Once your library (and neighboring libraries) start to offer curbside/mail services and begin checking out items, you can no longer place newly-returned items into your Quarantine area without checking them out to your nnnQUARANTINE user record. Do NOT Discharge them—if you do, you will trigger holds than can't be given to patrons because of their need for a quarantine period. Override any hold messages that may appear during these checkouts. Checking these items out to nnnQUARANTINE removes them from your patron's list of checkouts.
  11. Discharge only library materials that have been in Quarantine for seven days to fill holds or reshelve.
  12. Prepare space to allow patrons access to the building for Stage 4.

RCLS ILS: Message on library catalog and RCLS Gateway will be replaced to inform community members that only home library's materials are able to be requested at this time.
Symphony Hold Rules can be opened to allow Local-Only holds to be filled, and new local-only holds to be placed. Patrons with locally-owned items on the Hold Shelf since March can fill and be called.

RCLS Delivery: The RCLS Delivery team will continue to deliver library materials to their owning libraries. Library materials being picked up from libraries must have been in Quarantine for seven days prior to being placed in RCLS delivery bins.

Stage 4: Services & Limited Public (staff, limited public in the building)

  1. Libraries open to the public with limited hours.
  2. Libraries open to a limited amount of people at a time. The number of people allowed within the building will depend on the ability to maintain social distance guidelines and the seating arrangement within the facility.
    1. Public space square footage / 113 square feet per person = number public allowed in the library
    2. Staff space square footage / 113 square feet per employee = number of employees allowed within a workspace
  3. Closed stacks are still in place.
  4. Continue to loan technology to library users if applicable.
  5. Offer computer by appointment or limited by social distancing if applicable.
  6. Services provided in Stage 3 continue.
  7. Updated Code of Conduct available to the public.
  8. No in-person programs, only virtual programs.
  9. No toys or other items that can be handled.
  10. Regional ILL opens, not system-wide ILL available. Library users will be able to borrow library materials from other libraries within the RCLS Delivery route.
  11. Continue to evaluate the library's collection development practices by using Blue Cloud reports.
  12. Discourage library users from staying in library buildings for extended periods.
  13. Items handle by patrons and not check out, should be check out to mmmQUARANTINE for 7 days prior to reshelving them
  14. Quarantine Period continues: Items returned to libraries must be placed in Quarantine for a period of seven days. Library staff should separate items by return date and make sure to mark the date that items are returned.
  15. IMPORTANT: Check newly-returned items out to your nnnQUARANTINE user record. Do NOT Discharge them—if you do you will trigger holds than can't be given to patrons because of their need for a quarantine period. Override any hold messages that may appear during these checkouts. Checking these items out to nnnQUARANTINE removes them from your patron's list of checkouts.
  16. Discharge only library materials that have been in Quarantine for seven days to fill holds, reshelve, or go In Transit to their home libraries.

Resource:

RCLS ILS: Message on library catalog and RCLS Gateway will be replaced to inform community members that they can place holds with limited access.
Symphony Hold Rules can be opened to allow Regional Only holds to be filled, and new Regional only holds to be placed.

RCLS Delivery: The RCLS Delivery team will continue to deliver library materials based on the regional ILL system demand. Library materials being picked up from libraries must have been in Quarantine for seven days prior to being place on RCLS delivery bins.

Stage 5: Services & Limited Public (staff, limited public in the building)

  1. Increase the number of operational hours to the public based on new CDC/NYS guidelines.
  2. Increase the number of people allowed in the building at one time based on new CDC /NYS guidelines.
  3. Open closed stacks, if CDC/NYS guidelines suggested positively altered.
  4. Computers continue to be available to library users by appointment or limited by social distancing, if applicable.
  5. Services provided in Stages 3 and 4 continue.
  6. Update all practices detailed in Stages 3 and 4 based on new CDC/NYS guidelines.
  7. RCLS ILL system will open system-wide depending on changes in CDC/NYS guidelines. If no new instructions are provided, the RCLS Regional ILL system will continue.
  8. Quarantine Period will cease when new guidelines are available.

Stage 6: Adapted Services (new normal)

  1. RCLS ILL System opens system-wide.
  2. Limited in-person library programs start.
  3. Services and practices offered during Stages 3, 4, and 5 must be reviewed based on CDC guidelines and New York State recommendations.
  4. Continue to promote positive and adaptable ways to deliver library services within this new environment.

Discussion: What hurdles can we anticipate? How do we plan now for success later?

  • Many libraries would like to see more solid & detailed information on cleaning protocol.
  • More clarity in Governor Cuomo's opening plan on the status of libraries. Are we included in the retail opening plans or education portion of opening plans?
  • There are uncertainties about curbside pickup. NYLA has provided a statement on curbside pickup but there are still many libraries that need more guidance regarding that service.
    • Curbside delivery is very safe if you have a process in place. Look to how retail stores are able to still do curbside/ delivery pickups for examples.
  • When creating reopening plans, take the mental health of staff members into consideration as many may feel uneasy being around other people.
  • For smaller libraries, there will need to be extra precaution. Think about the capacity of staff (full time & part time) that are available.
    • The Family First Act is going to impact the amount of people that are going to be able to come back to work full time. Some places may see a reduction in staffing.
  • Phased reopening plans will need to have flexibility. There is new information & data continuing to be revealed and libraries will need to be vigilant once reopened. 
  • Some libraries are required to provide PPE for employees. But as more businesses start to open up, cleansing supplies & PPE are going to be limited. CDC guidelines may be hard to fulfill because of limited inventory.
  • Staff members need to be trained on how to properly use PPE. This includes training on how to use a mask in a non-medical environment. Don't assume that all staff know how to use PPE, as there are important steps required to ensure a safe environment.
    • Consider protocols for screening staff when they come into the building to make sure that they are healthy and well enough to continue to work. Do this in a way that respects their privacy.
  • Make sure that library trustees understand the agenda for reopening library services. It's not simply unlocking doors & going back to normal!
    • Many municipal libraries are struggling with town boards, town executives and mayors as well!
  • Advice for staff & public, shared by Tim Burke, Executive Director of Upper Hudson Library System
    • Be safe! The most important is the safety for staff & public.
    • Be smart! Follow the guidance & directives. Do things thoughtfully!
    • Understand this is going to be a gradual process. Working slowly is the best way for staff to get used to new routines & the public to get used to new library services.
    • Be flexible! There are going to be times when libraries will have to pivot back & forth on their reopening path.
  • There are going to be mistakes being made when operating new services. Each library has to figure out what to do with the resources they have & the staff that they have.

Libraries Working Together to Support Communities and Libraries

Panel Discussion: The Institute of Museum and Library Services COVID-19 Task Force and the New York Library Association

Notes from Presentation:

  • NYLA has been advocating for libraries to be included in the Governors guidance for phase 2 opening.
  • When phase 2 guidance comes out, libraries will be explicitly mentioned!
  • NYLA is working with Senators, Mayors, Governors etc. for guidance.
    • They have been able to form a relationship with the Assistant Secretary for Education and Deputy Secretary of Education during this crisis.
  • Libraries should establish contact with their Regional Control Rooms. It is a great resource for vetting reopening plans being put together. Also, they have direct lines of communication with the county's department of health.
  • We don't know what the next crisis is going to be, but it is important to have a conversation about what role each institute plays during the next crisis.

Institute of Museum and Library Services Links

Last Updated: November 9, 2022