The library faced a major resource equity and service quality issue due to the uncontrolled proliferation of its free non-resident e-card. Initial outreach efforts, like the library’s FLLibrary airport location, inadvertently led to the free e-card being promoted globally via social media and blogs. This resulted in an unbudgeted, and unsustainable user base. Specifically, BCL's digital collection, funded by local taxpayers, was being disproportionately utilized by thousands of non-residents. This placed a strain on resources, causing longer wait times for popular e-books and digital materials. The challenge was to swiftly and transparently close an operational loophole, establish a fair, sustainable access model for non-residents, and reallocate digital resources to prioritize the library’s local community without alienating the broader digital user base.

The core innovation was a strategic, hyper-targeted communication campaign centered on personalization and transparency to manage a highly sensitive service transition. Instead of a generic public announcement, BCL prioritized segmented email communication to rapidly and efficiently inform nearly 328,000 affected users. Separate, tailored emails were sent to residents (directing them to free renewal) and non-residents (offering the new paid annual e-card). This rapid, professional, and non-defensive response transformed a potential public relations crisis into a successful commercial launch. The campaign achieved an outstanding 69% open rate within 24 hours of the first send and immediately drove conversion, demonstrating the power of clear, value-focused, and strategically prioritized messaging to successfully pivot a large-scale service model.

The initiative achieved three significant outcomes: financial, operational, and reputational.

• Financial Success: The program generated over $450,000 in new revenue for BCL's collections and services, creating a sustainable funding stream from non-resident usage.
• Resource Equity/Operational Improvement: By right-sizing the digital user base, BCL improved e-resource allocation and reduced wait times. This restored equity and improved user experience for local library cardholders.
• Positive Public Response/National Recognition: Contrary to internal concerns, response was overwhelmingly positive, with customers expressing on social media that the fee was "more than reasonable" due to the collection's quality. This demonstrates the success of the campaign's transparent communication and value of BCL’s digital services. A model for an efficient, sustainable, and profitable library service extension, this program received a 2025 National Association of Counties Achievement Award.