A Year of Change and Challenge

It’s been one year since Charlotte Mecklenburg Library temporarily closed due to the COVID-19 pandemic. At that time, the full potential and extent of the health threat was unknown. The Library’s news release ominously stated: “Library announces all locations will close on March 17, 2020 at 5 p.m. until further notice.” Not knowing when we would return, but hopeful it was only for the recommended two-week quarantine period, staff gathered belongings, closed the facilities and were sent home. We did not know that the first phase would last 10 weeks while all Library in-person operations paused.

With the news of the first closure, the community responded with loud, clear voices.

Disappointed we will not have access to this wonderful resource but grateful for the effort to lower the curve of contagion. - Cindy P. (Facebook)

Y'all the @cmlibrary has closed. While I know this is absolutely the right decision, this hurts. It feels like saying goodbye to a dear friend. Books are life.  #covid19sux - Elizabeth M. (Twitter)

Nearly cried when I saw the that @cmlibrary is closing but also keeping Wi-Fi on and for a larger area for residents in need. - Monica (Twitter)

My heart goes out to all library personnel and your families. We will miss you so much. Stay well during this time and please know how much you are appreciated! - DorH. (Instagram)

So glad you are keeping the library staff and the community safe! I will definitely be using the e-resources and promoting One Access to my students! - Lenna B. (Facebook)

Thank goodness for digital content! Paige H. (Facebook)

Now twelve months later, after what we were then calling the novel coronavirus became a global COVID-19 public health pandemic, we take a moment to pause and reflect.

During those first 10 weeks while our community was in lockdown, Library administration monitored the situation and kept all staff updated with daily posts about the behind-the-scenes activities and news on organizational updates and health information. It was during this time under the direction of an internal strategy and safety response team that we created our re-opening levels and a service model that would become a major shift in how the Library provided customer services in digital and online formats.

Also, rather than pressing pause, the Library responded to a community need and played a pivotal role as one of the first organizations to step forward and print personal protective equipment (PPE) face shield components on 3D printers. These were a critical part of a local program providing PPEs for frontline health care workers at a time when much-needed equipment was in short supply. Library staff took the 3D printers to their homes and produced the units there. Providing the PPE components proved that our mission of Improving Lives and Building a Strong Community goes well beyond traditional Library services.

Awesome, thank you!! – Beth ML (Instagram)

Love this so much!!! – Chrissy M. (Instagram)

Wonderful. Thanks. – Linda B.S. (Facebook)

During the first lockdown, programming staff also pivoted with the first virtual storytime.  Shortly after, all programming followed to the online format and were produced out of our staff homes.

This is giving me LIFE right now - Caitlin M. (Facebook)

This is great! Thanks guys!!! I miss you all! – Ed B. (Facebook)

Hey! Yay for story time from home!! – Julie K. (Facebook)

I was doing in person adult sensory and when all stopped. I realized I HAD to learn Zoom to stay in touch with my groups. It was a little daunting but with help from coworkers I was able to continue my programming. - Library staff Cathy F.

Since that first day and through the following year, the Library continued to adjust service levels, keeping the safety of customers and staff at the forefront of every operational discussion and decision. On June 1, 2020 we re-opened and moved into our first service level with limited access inside branches and a full transition to online programming and expanded digital resources. We experienced varying levels of joy in reuniting with co-workers and customers in the branches. The community expressed their thanks.

I'm glad it's open at all. But I care about library staff staying safe more than anything. It's worth it. - Carrie D.R. (Facebook)

Charlotte Mecklenburg Library thank you for all you do to continue to serve the community. We miss you and can’t wait to come back.  - Shaguana H. (Facebook)

When our regulars, especially older adults, come in and say that this is a huge part of their social life and that they are so happy to be able to see and talk with us! – Library staff Andrea M.

That despite everything so far, there were still people who wanted to know how the library was doing. – Library staff William L.

A mom and her daughter came in to pick up holds but, of course, couldn't sit down in the library to read. They went outside and sat under one of our Japanese maples for about 30 minutes and read through her books.  I took a picture of them and it is a very cherished shot of how we all learned to adapt during this time. – Library staff Cindy R.

As if the health crisis and its devastating repercussions weren’t enough to withstand, there were local, regional and world events during this time that affected us and will continue to affect and change us for years to come. There were days when we were certain we couldn’t withstand one more change, and then we were faced with more that compounded on top of everything else. The Library, though, continued to stand as a beacon for equity, access, inclusion, diversity and democracy and released its statement, including:

21st century libraries stand up for equity, access, inclusion, diversity and democracy. We believe in providing equal access to the resources required to help anyone and everyone ascend to the best version of themselves. We are dedicated to freedom of expression in all its forms, whether printed in a book, spoken in library venues or chanted by friends, family or community members in streets outside our libraries.

Rob Harrington, chair Charlotte Mecklenburg Library Board of Trustees

and Lee Keesler, CEO Charlotte Mecklenburg Library

In the summer of 2020, the Library launched its own Black Lives Matter program and continues to promote diversity, equity and inclusion through resources, programming and community conversations.

Keep doing your part because no one else can. Someone has to stand while others are gaining their strength. – Library staff Sabrina R.

The Library then advanced to its second level of opening in September 2020, reduced services in January 2021 when the numbers of positive cases once again spiked, and then moved back to it's second level again in February 2021. The decision to adjust services was difficult and not always welcomed by all. However, as a trusted and responsible community organization, it was important to keep our customers and staff safe. The positive responses from the community are appreciated.

Hope that you're keeping staff and patron safety as your first concern. I care about my library staff! - Jennifer L. (Facebook)

Yes !!! The @cmlibrary system is so awesome for eBooks and audio books. I've started sharing info about public library access to texts for my classes - so many students don't realize they can get a public library card! - Dr. Laura S. (Twitter)

Shout out to my fantastic library @cmlibrary for doing the most today to help everyone get what they need ... Staff at the University branch just incredible telling us about website features for things other than books. Well done!! Very impressive. – Laura NCB (Twitter)

Customer regularly thanked us for being there for them. – Library staff Ivy M.

[As a meaningful customer interaction] Honestly, any time a customer thanked us for returning, for being open and for doing our best to get them what they want in whatever way we can. – Library Staff Ivy M.

@cmlibrary is open to browsing again. And I am "100" here for it!!  :-) – Daughterofinanna (Twitter)

I love the library, and I couldn't wait to browse the stacks when it opened to the public! @cmlibrary in Matthews #librarynerd - Andra G (Instagram)

Thank you for the care you have done during all of this. - Jennifer C. (Facebook)

Charlotte Mecklenburg Library thank you. - Sumru G. (Facebook)

The [moments]ones that stick out in my mind are the people who have thanked us for being open. There have been a lot of those interactions from people of all ages. It reminds me just how much the library means to people. – Library Staff Meghan G.

Throughout this year, we’ve experienced many highs and lows but – as always - the Library remains a trusted institution and the one place where the community can gather, even if for now it is online rather than in person.

As we look forward, although still uncertain of what lies ahead, Charlotte Mecklenburg Library is grateful for the support of the community and reaffirms our commitment to serve. We look forward to seeing you again soon.

Onward and upward. – Library Foundation leader Jenni G.

This blog is written by Ann Stawski, Marketing and Communications Leader with Charlotte Mecklenburg Library.