Sno-Isle Libraries keeps its customers connected with phone call outreach

Sno-Isle Libraries staff know their customers don’t just use the library for books and resourcesCustomers also rely on the social interactions and outstanding customer service they get at their community library.  

Now that so many people are stuck at home, feeling disconnected and seeking social interactions, Sno-Isle Libraries staff will start calling selected active library customers to check in on them and explain new services, including digital programming.

These phone calls are a chance for customers to feel connected with their library, even if they don’t have Internet at home, and chat with a friendly voice from their neighborhood library,” said Granite Falls Library Manager Michelle Callihan. 

Callihan facilitated a Sno-Isle Libraries staff group that developed the plan for the calls. 

The group looked at ways to create social connection, reach vulnerable populations, and communicate with customers who don’t have another way to connect with their library, she saidWorking with limited staff resources, the group will try to reach as many Sno-Isle Libraries customers as possible by phone. 

When Sno-Isle Libraries staff members call, they’ll ask how the customer’s doing, answer any questions they can, tell the customer about online library services if they have internet access, and note which customers might want more contact, Callihan said. Sno-Isle Libraries staff will refer customers who may be at risk and need help beyond what Sno-Isle Libraries can offer.  

Callihan expects staff members to start calling customers on April 13. 

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