Achieving digital equity has been a goal of Saint Paul Public Library, but the disparities laid bare during the COVID-19 pandemic have increased the urgency and importance of this work. While work to resource and advocate for harder-to-achieve solutions such as regional broadband will continue, we asked ourselves how to improve the current technology-based day-to-day offerings available as part of our everyday library services that support our community members in surviving and thriving in a digital world.

While other libraries may have undertaken one or more aspects of this work, SPPL’s approach to this was unique because it was staff-driven and focused on continuous improvement of services already being offered. We eliminated fees for faxing services, significantly improved device charging, headphone access on public computers and availability of hotspots for circulation.

Staff team ran an internal campaign to eliminate fees for sending faxes, building a case based on equity. Eliminating these charges saved staff time and improved patron satisfaction. Another team piloted a new device-charging lockers, which were then rolled out to all locations, reducing cell phone theft and reducing staff time spent in problem-solving, as well as bringing a sustainable solution to provide headphones to public computers in all locations.