Freegal and Brainfuse Quests
Broward County Library
Innovation Synopsis
In 2025 and 2026, Broward County Library’s Marketing, Publicity and Communications Section launched two innovative systemwide digital‑literacy campaigns called “Quests” to increase awareness and usage of the digital services Freegal and Brainfuse Quest. Using research, storytelling, and collaboration with all library staff at all 37 branches, the team reframed digital learning as an adventure led by trained “Wizards.” The Quests used unified branding and multi‑channel outreach to boost engagement with two underused services. Results included a 154% increase in new Freegal users, a 33% rise in songs streamed, a 156% increase in Brainfuse HelpNow visits, and a 154% rise in Skill Center usage. Both campaigns earned statewide and national recognition.
Challenge/Opportunity
A customer survey revealed that Freegal and Brainfuse were among the least recognized digital services in the library system. Many library customers lacked awareness, confidence, and basic login knowledge. Traditional marketing had not overcome these barriers, and staff needed a clear, unified way to champion digital tools across 37 branches. Families, students, and jobseekers needed tutoring, learning support, and free music streaming but did not know these resources existed. This gap created both a challenge and an opportunity: to build a scalable, engaging model that increased visibility, eliminated “how to” confusion, and empowered staff to drive digital adoption.
Key Elements of Innovation
The team introduced the Quest model, a narrative driven framework that turned digital exploration into an interactive adventure guided by staff “Wizards.” This innovative approach unified branding, energized staff, and made digital learning fun. Campaigns used videos, playlists, posters, palm cards, themed slides, homepage features, e newsletters to 450,000 subscribers, social media ads, and QR driven programming. Libraries became digital gateways, with QR codes used during live events for immediate engagement. Staff training, playful wizard pins, and branch level ambassadors created a culture of advocacy. This blend of storytelling, gamification, and systemwide collaboration set a new benchmark for library marketing.
Achieved Outcomes
The Quest campaigns produced measurable, award winning impact. Freegal gained 154% more new users and a 33% increase in streaming. Brainfuse saw a 156% rise in HelpNow visits and a 154% increase in Skill Center usage. Customers reported clearer understanding and greater confidence, while staff became highly engaged digital ambassadors. Wizards identified barriers in real time and improved outreach. Quest branding became instantly recognizable countywide, strengthening the library’s identity and expanding digital visibility. Freegal Quest was awarded the Florida Library Association’s 2026 Communications Excellence Award and the combined Quests project has been recognized nationally by a leading industry publication.
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