In the interview, we will hear from Anjani Nelson, Library Associate, at the Lenox Library about their successful homebound delivery service. This post is the first in a series of blog interviews and videos highlighting how libraries in Massachusetts have taken steps to increase accessibility to their library facilities and resources. This post supports MLS Strategic Plan FY24 Initiative 3, Goal 2.
How did you identify the need to make your library resources more accessible?
Anjani Nelson: Seeing the needs of our community begins at the circulation desk.
We noticed that in-person visits had become a challenge for two of our regular patrons, who then stopped requesting items. We saw this as a clear indication that we might lose our chance to serve them.
On several occasions, staff dropped items off to these patrons after work, not imagining that the Library might make Homebound Delivery a part of its services. I brought the idea to our Library Director Katherine O’Neil, who agreed that we should explore implementing a homebound program. With a little planning, we were able to satisfy our patrons’ desire to keep reading and to stay engaged with the community around them.
Why was this important for you, for the community, and patrons?
Anjani Nelson: When a patron can no longer drive themselves or move about safely, it can be very easy for them to assume their access to public spaces, like libraries, has ended.
Making home deliveries is an important equalizer, and it helps our entire community stay engaged with, and delighted by, those materials and resources they use.
This is especially true for those who are not already familiar or comfortable with online options.
Tell us about the improvements that your library has made to increase accessibility.
Anjani: Our Homebound Delivery brochure and application list all the ways that materials are offered through the Lenox Library.
Anyone solely accustomed to physical books may not realize the extensive selection of audio and other resources that allow them to continue enjoying favorite topics and authors.
It is also important to inform anyone who is not able or interested in visiting in person that there are many additional free online resources accessed via our website.
This includes virtual author talks, Kanopy, and Creativebug (online art and craft classes), alongside the Libby App with its books, econtent, Qello concerts, and Great Courses.
What was your process like to implement home delivery services?
Anjani: This was so easy!
There are terrific examples online from multiple libraries showing forms, applications, and laying out criteria for inclusion in the program.
Working with our Library Director, we created:
- An application form, which also can be completed by phone
- A liability waiver, required of patrons and drivers
- A delivery flow chart used to check holds and pickups, and give drivers the best route for that day
- Lists for any patrons not tracking their own materials
We let our local retirement and rehabilitation communities know about the service, and we also did a social media launch on National Library Outreach Day. Our town’s council on aging also promoted the service in their community newsletter.
How has your community responded to your new home delivery service?
Anjani: Wow! Right away we had several patrons offer themselves as volunteer drivers, and our biggest weekly reader was our first user.
Fantastically, much of our positive feedback comes from non-users, who strongly value being community members where such a service exists.
What advice would you offer to other libraries interested in starting up a home delivery service?
Anjani: One month after we began, Surgeon General Dr. Vivek Murthy released his advisory on loneliness and isolation.
Any library able to bring its collection out into its community is fully engaging with those it serves, ensuring not just that materials are collected, but that they are freely shared.
Since launching Homebound Delivery in April 2023, those patrons using it, and our supportive Lenox community, have universally expressed delight in offering this service, and I would recommend any library to do it!
Interview with Anjani Nelson, Library Associate, Lenox Library
Interviewed by Michelle Eberle, Consultant, Massachusetts Library System
