Written by Thanks to everyone who attended the chat this afternoon. There were some excellent questions and discussion. Please view if you have time.
Zoom AI Summary (Edited for clarity etc)
Gwinnett Library Branch Expansion Updates
Michael Casey, Director of Customer Experience for Gwinnett County Public Library, provided an update on recent developments. The library recently opened the Hooper Renwick branch in Lawrenceville, a combination library and museum honoring the history of the last segregated high school. They are preparing to open a special Black Studies room funded by a $500,000 HUD grant, scheduled for the week of MLK Day in January.
Open Plus Access and Staffing
Michael Casey explained that the library’s passport acceptance service currently generates about $1 million annually. However, the library recently received a letter from the State Department questioning their eligibility to continue this service due to their 501c3 status. He noted that losing this revenue could lead to staffing cuts, which would be unfortunate.
Casey clarified that Open Plus, implemented in 2016, has not resulted in staff reductions but rather allows for increased access at a low cost to the library. He explained that the public can access the library from 8 AM to 10 AM without staff present, but staff members arrive by 8:30 AM to begin their day. Security guards are on-site during evening hours. One student inquired about the impact of Open Plus on staff responsibilities. Casey responded that while holds pickup is part of off-hours use, the majority of activity involves computer use for various purposes. He also noted that staff are available for basic assistance during Open Plus hours, but complex inquiries are redirected to times when full staff are present.
The group discussed the broader implementation of unstaffed library hours using the Biblioteca service. Casey shared that this model has been in place for 10 years with minimal incidents. Though it began in Europe and the UK, 10–15 public library systems in the U.S. now use it. He observed that European customers tend to be more rule-following than their U.S. counterparts.
Library Staff Training Initiatives
Michael Casey highlighted an upcoming 2026 customer service retraining initiative, which will culminate in a staff development day featuring external trainers. He also described an AI training program for staff that will incorporate video lessons from MIT and Google’s Coursera Plus, aimed at equipping staff with basic AI knowledge and prompt-writing skills.
Library Funding and Staff Recognition
Casey emphasized the importance of understanding board members’ political backgrounds and identifying local funding sources for libraries. He also stressed the value of having staff who can write grants to secure funding for programs.
Several students mentioned their roles in public libraries. One student shared that another student received a Support Staffer of the Year award from the Michigan Library Association.
Library Staff Achievements and Innovations
A student shared their recent achievement of winning the 2025 Support Staff of the Year award from the Michigan Library Association. They received this honor at a conference that emphasized the power of stories and showcased innovative programs such as Connections and Corrections, which enables incarcerated individuals to record books for their children. Another student described attending the California Library Association conference and securing a grant to implement a youth and generations program, which they documented on their blog.
Participants, including Michael, expressed admiration for the recognition of library staff and the powerful impact of these innovative programs.
Library Outreach and Innovation Strategies
Michael Casey discussed Gwinnett County Library’s outreach efforts, including the New Start program for incarcerated individuals and the Career Online High School initiative. He highlighted how the library’s marketing campaigns—featuring digital billboards and community partnerships—have effectively reached previously unengaged users.
The conversation also touched on the risks of offering notary services, with a student sharing a cautionary tale about legal complications that led their library to discontinue the service.
Extra Links from Michael Casey:
A Favorite podcast: Intelligent Machines Podcast
Image: Michael & Michael at London Apple Store in 2008!
