In the webinar “From Discovery to Delivery: A Patron-Centered Approach to Library Services,” two public library leaders — Danielle Reynolds from Camas Public Library and Stephanie Ruhe from Springfield-Greene County Library District — shared how their teams are reimagining library services to better meet the needs of their communities. Their stories offer practical, real-world lessons for any library looking to modernize, simplify and center patrons in everything they do.
Here are 10 key takeaways from their experiences:
1. Service innovation in action: Turning challenges into opportunities
When the COVID-19 pandemic hit, Camas Public Library quickly set up curbside pickup since people couldn’t enter the building. Danielle Reynolds, Technology & Collections Manager at Camas Public Library, explained that their mobile app made this process much smoother by letting patrons and staff communicate instantly and notifying staff when someone arrived using location features. Vega Mobile helped the library keep serving the community during tough times and made things more convenient for everyone. Because curbside pickup ”was a game changer” they decided to keep offering it even after the pandemic.
2. Empowering families through linked accounts and self-service
Camas Public Library has prioritized the development of services that effectively support families. By offering linked accounts within Vega Mobile, parents can manage multiple library cards efficiently. The barcode self-checkout system provides a streamlined and adaptable borrowing experience, enabling users to independently process their checkouts. Parents can seamlessly switch between accounts and remotely check out materials, which is particularly helpful for households with demanding schedules. Through the offering of digital tools such as account linking and remote checkout, libraries enhance convenience for patrons while also improving operational efficiency for staff.
3.Discovery interfaces that reduce confusion
Both libraries talked about how hard it can be for patrons to find what they need when materials come in different formats, like print, digital or audio. Camas Public Library pointed out how helpful it is to have a “roll-up” feature in Vega Discover that puts all versions of a title together in one search result. This makes things much easier for people who just want the first available copy, no matter the format. By designing search tools that bring together all formats and allow for edition-specific requests, libraries make it simpler for patrons to explore their collections and find what they want without feeling overwhelmed or confused.
4. Sustainable web infrastructure
Springfield-Greene County Library faced the need to refresh its website, as the custom-built platform was managed by a staff member preparing for retirement. Stephanie Ruhe, ILS Administrator, shared how the team opted for Vega WebBuilder, selecting it for its user-friendly tools and ability to preserve the familiar look of the library’s site. By empowering staff across departments to update web content instantly, the library reduced bottlenecks and ensured that program information and resources were always up to date. This shift meant each department could manage its own pages without relying on IT, leading to faster updates and more relevant content. Thoughtful planning around permissions and training helped everyone work confidently and kept the site easy to maintain, making the library’s digital presence both resilient and adaptable as staff and technology evolved.
5. Special collections deserve dedicated design
In addition, Springfield-Greene County Library District developed dedicated websites to highlight local history archives. These visually rich pages featured custom cover images and curated displays, which not only brought underused resources to the forefront but also made them more engaging for the public. The library utilized thoughtful design templates and straightforward navigation through the Vega WebBuilder to make its special collections accessible to a broader audience and increase their presence within the community.
6. Staff training Is a strategic investment
Both libraries highlighted how crucial structured staff training was when introducing new technology. At Springfield-Greene County Library District, the team created clear internal guides, hands-on practice activities, and regular opportunities for staff to share feedback. This approach helped everyone feel comfortable and confident using the new digital tools. Camas found their own transition to be smooth because staff received steady support from the implementation team. By making sure people were prepared, offering peer support and allowing for ongoing feedback, both libraries made it easier for their teams to adapt and embrace change.
8. Modernizing patron communication
Camas Public library redesigned its notices with Vega Mobile, so they became more than just reminders about hold pickups or other transactions. By adding links to their mobile app and clear instructions for self-checkout, these notifications encouraged patrons to try new digital services. This approach led to a noticeable rise in app usage. Everyday messages, like hold notices, proved useful for introducing digital tools and keeping patrons engaged with everything the library offers.
9. Unified digital experience to reduce friction
Stephanie Ruhe noted that patrons now move easily between the library’s website and catalog, no longer noticing a separation between the two. This seamless online experience makes it simpler for people to find information and interact with library resources, helping everyone feel more connected to the library. By bringing everything together, the library reduces confusion and makes it easier for users to get what they need.
10. Feedback loops drive continuous improvement
Throughout the rollout of new features, staff and patrons at both libraries regularly shared feedback, which helped shape ongoing improvements. For example, Springfield-Greene County Library District was able to ask for catalog updates, such as edition-specific requests, and quickly see those changes implemented. This open communication made the platforms more useful and kept services evolving to meet the community’s needs.
Patron-centricity at the forefront
The webinar underscored a central truth: patron-centered design is not a feature. It’s a mission. Whether responding to a new challenge or rethinking digital infrastructure, both Camas and Springfield-Greene demonstrated that thoughtful, inclusive and flexible approaches yield lasting benefits.
Their experiences offer insights for other libraries seeking to modernize services while staying grounded in community needs. To hear the full conversation, click here to watch the webinar or save the link to view it later.