REOPENING UNDER COVID-19 | THE BOOKSTORE MODEL OF CUSTOMER SERVICE | Small Libraries Create Smart Spaces PublicLibraries A PUBLICATION OF THE PUBLIC LIBRARY ASSOCIATION MAY / JUNE 2020 fullpage ad 2020 EARLY LITERACY ACTIVITIES CALENDAR SHARE THESE BRIGHTpage AND COLORFUL C02 REPRODUCIBLE CALENDARS WITH YOUR LIBRARY’S FAMILIES. EACH DOWNLOAD CONTAINS TWELVE MONTHS OF LEARNING ACTIVITIES, BOOK LISTS, NURSERY RHYMES, AND MORE. ON ONE SIDE IS A CALENDAR WITH A FUN SKILLS-BUILDING ACTIVITY FOR EACH DAY AND THE OTHER CONTAINS SUPPLEMENTARY CONTENT LIKE NURSERY RHYMES, EARLY LITERACY TIPS, SONG LYRICS, OR SUGGESTED READING MATERIAL. THE CALENDAR PAGE S ARE ALSO CUSTOMIZABLE WITH EACH CONTAINING A DESIGNATED SPOT TO ADD YOUR LIBRARY’S LOGO AND CONTACT INFORMATION. USE THESE CALENDARS TO HELP YOUR LIBRARY’S PATRONS ENGAGE IN EARLY LITERACY ACTIVITIES EVERY DAY OF THE YEAR! Available via the ALA Store at https://bit.ly/2VTElwB MAY / JUNE 2020 VOLUME 59 NUMBER 3 Contents PUBLICLIBRARIESONLINE.ORG ISSN 0163-5506 Columns FEATURES 2 16 28 FROM THE EDITOR BEST PRACTICES Reopening Under Trying Something New Increasing Access COVID-19 KATHLEEN M. HUGHES to Experiences A Space Planning Approach KRISTA RIGGS 3 DAVID VINJAMURI AND JOE HUBERTY FROM THE PRESIDENT 20 39 Reflections on an The Wired Library Define & Design Unprecedented Year Assessing Virtual Programs The Bookstore Model of RAMIRO S. SALAZAR NICK TANZI Customer Service MARISSA BUCCI, JAY JANOSKI, 5 25 AND NICOLE SCHERER PLA NEWS THE BIG IDEA Everything Changes: 48 8 A COVID-19 Diary Smart Spaces, Smart INSIGHTS KEVIN KING Process for Public The Permanent New Library Transformation Normal? 58 BETHA GUTSCHE STEPHANIE CHASE By the Book Incubating Creativity 11 A Conversation with Laura Damon- ON MY MIND Moore and Erinn Batykefer A Brave New World CATHARINE HAKALA-AUSPERK for Libraries HANNAH STEWART-FREEMAN 60 info-graphic 13 Redesigning Library Access EDISJ MATTERS for Health and Safety Post– Connecting through COVID-19 COVID-19 Response KATIE DOVER-TAYLOR, SARAH LAWTON, AND CHRISTINA FULLER-GREGORY Extras 4 ADVERTISER INDEX 24 LETTER FROM PLA BOARD ON THE COVER: ILLUSTRATION BY worapan/ADOBE STOCK EDITORIAL EDITOR: Kathleen M. Hughes From the Editor CONTRIBUTING EDITORS: Stephanie Chase, Catherine Hakala-Ausperk, Kevin King, Krista Riggs, Nick Tanzi Kathleen M. Hughes / [email protected] ADVISORY COMMITTEE Mary Rzepczynski, Delta Township (MI) District Library (chair); Keturah Cappadonia, Southern Tier Library System (NY); Kristyn Caragher, Chicago Public Library; Douglas Crane, Palm Beach County (FL) Library System; Renee DiPilato, Sarasota County (FL) Kathleen is currently reading Becoming by Library; James Jones, Broward County (FL) Library; Kimberly Michelle Obama. Knight, Chesapeake (VA) Public Library; Melanie Lyttle, Madison (WI) Public Library; Alison McCarty, Jacksonville (FL) Public Library; Holly Okuhara, Weber County (UT) Library System; Ben Shaw, Markham Public Library (Ontario, Canada); Kristine Springer, St. Joseph County (IN) Public Library; Allison Stevens, Calhoun County (AR) Library; Tess Wilson, Carnegie Library of Pittsburgh Trying Something New PLA PRESIDENT: Ramiro S. Salazar, Director, San Antonio (TX) Public Library, [email protected] Apologies that you are receiving this issue later than PUBLIC LIBRARIES (ISSN 0163-5506) is published bimonthly expected in your mailboxes! As with the rest of the world, by the American Library Association (ALA), 225 N. Michigan Ave., Suite 1300, Chicago, IL 60601-7616. It is the official publication of COVID-19 has contributed to changes and delays in our the Public Library Association, a division of ALA. Subscription already tight production schedule and also affected our price: to members of PLA, $25 a year, included in membership dues; to nonmembers: US $65; Canada $75; all other countries $75. Single contributors and their timelines. In light of these chal- copies, $10. Periodicals postage paid at Chicago, IL, and at additional lenges, and in the interest of sustainability, we have begun mailing offices. to explore what a digital Public Libraries might look like. As POSTMASTER: SEND ADDRESS CHANGES TO PUBLIC LIBRARIES, 225 N. MICHIGAN AVE., SUITE 1300, CHICAGO, IL 60601-7616. a trial, we have decided to offer this issue in a digital format (in addition to the print issue). We will offer the next two SUBSCRIPTIONS Nonmember subscriptions, orders, changes of address, and inquiries issues (July/August 2020 and September/October 2020) as should be sent to Public Libraries, Subscription Department, digital only. Each PLA member and subscriber will receive American Library Association, 225 N. Michigan Ave., Suite 1300, Chicago, IL 60601-7616; 1-800-545-2433, press 5; fax: (312) 944-2641; an email with a link to a digital flipbook version ofPL as [email protected]. well as a PDF version. If you have not received your digital ADVERTISING issue, please email [email protected] and we will be sure you For advertising information, visit www.ala.org/pla/publications/ advertise or e-mail Matt McLaughlin, [email protected]. receive it as well as future digital issues. PRODUCTION & DESIGN As this trial effort shows, the onset of the pandemic, as ALA Production Services well as recent social unrest, has forced many of us to move MANUSCRIPTS beyond our comfort zones and into something new and See www.pla.org for submission instructions. For queries/questions, contact Kathleen Hughes, [email protected]. unknown. The way that things have been manifesting, changing, and evolving in recent months has offered an INDEXING/ABSTRACTING Public Libraries is indexed in Library Literature and Current Index opportunity for libraries to explore new possibilities, take to Journals in Education (CIJE), in addition to a number of online risks, and experience real change. Several articles and col- services. Contents are abstracted in Library and Information Science Abstracts. umns in this issue explore these themes. Contributors David Public Libraries is indexed, abstracted, and available in full text Vinjamuri and Joe Huberty look at library space planning through EBSCOhost. For more information, contact EBSCO at 1-800-653-2726. with COVID-19 restrictions and social distancing in mind Public Libraries is also available from ProQuest Information and (p. 28); author Betha Gutsche shares a design thinking pro- Learning. For more information, call 1-800-521-0600, ext. 2888, cess that helped libraries implement active learning spaces or visit www.il.proquest.com. © 2020 by the American Library Association (p. 48); and in “Define and Design: The Bookstore Model of All materials in this journal are subject to copyright by the Customer Service,” the co-authors share a patron-friendly American Library Association idea for library service (p. 39). and may be photocopied for the noncommercial purpose Also check out PLA President Ramiro Salazar’s last col- of scientific or educational advancement granted by umn (thank you, Ramiro!) on the next page. Sections 107 and 108 of the As library and societal landscapes continue to change, I Copyright Revision Act of 1976. For other reprinting, hope this issue of PL both encourages you and points you photocopying, or translating, to ideas worth trying. PL address requests to the ALA Office of Rights and Permissions, 225 N. Michigan Ave., Suite 1300, Chicago, IL 60601-7616. 2 PUBLIC LIBRARIES VOLUME 59 NUMBER 3 FROM THE PRESIDENT FROM FROM THE PRESIDENT Reflections on an Unprecedented Year Ramiro S. Salazar / [email protected] Ramiro is Director of San Antonio (TX) Public Library. his will be my last col- ALA Washington Office, worked Cuyahoga County (OH) Public umn as PLA president and diligently to form a coalition of Library. I want to believe that it T I want to thank the PLA library stakeholders that included was the collective efforts of the membership for allowing me the the Urban Libraries Council coalition that led Macmillan to privilege and honor of represent- (ULC) and Chief Officers of State reverse its embargo decision and ing public libraries throughout Library Agencies (COSLA) to return to the former pricing North America over the past year. push back against Macmillan’s structure. I would also like to thank my fel- The next challenge we faced low PLA Board members for their “Time and time was the COVID-19 crisis: a pan- leadership and continual support again, public demic, the likes of which we had during my tenure. Last, but not not seen in modern times, that least, a big thank you to the very libraries have dramatically disrupted people’s talented PLA staff led by Execu- demonstrated lives as well as local, state, and tive Director Barb Macikas. resiliency during national economies. The COVID- I want to use my final column 19 crisis led to massive layoffs to recap some of the key issues times of crisis.” and record unemployment num- and challenges the PLA Board bers. The hardship caused by this faced during my tenure. First, stubborn stance. As part of our pandemic spared no one, includ- there was the ill-advised decision fight, we launched the #eBooks- ing public libraries. More than by Macmillan Publishers to ForAll campaign and petition 90% of public libraries were embargo new ebook titles for two drive. This drive collected close to closed and could no longer pro- months. Recognizing how detri- 300,000 signatures which were vide in-person delivery of the mental this decision would be to a delivered to the Macmillan office critical and vital resources our public library’s ability to provide in New York by a group of library communities need, especially timely access to new ebook titles, leaders led by Sari Feldman, for- during times of crisis. The PLA, in coordination with the mer executive director of the response from public libraries PUBLIC LIBRARIES MAY / JUNE 2020 3 From the President / Reflections on an Unprecedented Year across the country couldn’t have libraries find a way to lift and tragic death was not in vain. made me prouder as they rose to support our communities.