Background information

Earlier this fall I had the opportunity to sit down with the Branch Manager, Heidi Richardson, to get some background information about the branch. We also spoke about her experience, the role of the branch in the community and the renovations taking place at Whiteford.

“Before the Internet we couldn’t expect to answer homework questions, unless, by chance, we had the exact book they needed. Now with access to electronic databases the size of the branch doesn’t matter. We are on an even playing field. We can find what the patron needs,” explains Heidi Richardson, Whiteford’s Branch Manager. It is easy to see the favorite part of her job -- interaction with the public and being able to offer this rural area a full service branch to the community. The Whiteford Branch is located in Harford County, Maryland, but just 3 miles from the Pennsylvania line and serves patrons in both states. Whiteford is currently undergoing major renovations, which will convert the small 7,300 sq ft building into more than 15,000 sq ft. The original building was built in 1992 and was one of the smallest of the 11 branches in the Harford County Public Library (HCPL). With the renovations the building will nearly double in size making it the 5th largest branch in the system.


The front facade has changed very little since the addition is in the rear of the building. The parking lot is crowded with fencing, construction vehicles, a construction office trailer and the temporary branch in a doublewide trailer along with a dozen or so parking spots. Not knowing what to expect, I peeked in the windows as I walked up the trailer’s ramp. I spied a lone staff member tagging items for RFID. Heidi came out from the small, crowded staff space to greet me. There weren’t many options of where to sit, so we squished into some kid friendly chairs.

I work on a bookmobile so I am accustomed to making use of every square inch. This held true with this temporary branch, as well. Along the walls were stacks, with several rows of shelving toward the far end of the building. Perhaps twenty feet of one wall were DVD’s, video games and CD’s shelved floor to ceiling. In the center sat ten public computers, a copier and a half dozen delivery bags yet to be sorted. In another corner 2 large desks, or maybe small tables, were placed side by side, serving as the circulation and information desks. Each had a single PC and an office chair as a workstation. The children’s area consisted of the table where we sat, a colorful rug, a crate of puppets and a wall of shelving, the top of which was lined with stuffed animals that gazed down playfully as I began the interview.

I began by asking the about the basics of the branch. Heidi stated that before construction Whiteford had a collection size of approximately 50,000 and circulation of over 230,000 items each year. During the move to the trailer staff did a massive weeding and then boxed two thirds of the collection for safekeeping. Any new items that have been purchased for the branch in the last year have been distributed in the same ratio, so that when the branch reopens to the public the shelves will be filled with no additional monetary outlay. Due to budget cuts the staff compliment will remain the same for the new building, though they had been hoping to increase staff. The Assistant Branch Manager and a part time Library Associate did take other positions in the system during the last year and their positions have been left open and will be filled closer to when the building reopens. In the mean time the branch is operating at a reduced schedule. Currently the 5 FTE and 5 PTE staff split their time between Whiteford and other branches.

When I asked about Heidi’s library experience she told me that she began her library career as a “Reading Station Attendant” in Whiteford when, back in the 1970’s, the system operated a trailer in the neighborhood that offered very limited service. The director at that time did not believe in book drops, so hours of operation and patron convenience were issues. She has stayed with the system for 38 years, 30 of which have been spent in Whiteford. She served for several years as an Assistant Branch Manager at another branch and then returned as Whiteford’s Branch manager 8 years ago. In 1979 the original Whiteford branch opened with the prototype of the systems’ new computer based circulation system since the branch was s small it seemed like a good testing ground for this advanced technology. The small branch also had a children’s area and many popular adult titles. In 1991 it was decided to Whiteford with the nearby Highland Branch to create a regional full service branch and a new building was constructed. This branch remained the same until capital funds were procured from the state to expand again in FY09. The construction project is on time and due for completion December 2009. A state grant will supply the shelving for the new building and should be installed in January 2010 so the new building should open to the public by February 2010.

According to Heidi the changes in the branch, building and services over the years were due to changing community needs. She stated several times that she felt the branch was “an integral part of the community” and that her staff knew its needs, including the use of the meeting room, were very important to provide. Patrons come to the branch for free Internet use, free DVD and game rentals, but also for the social interaction. Recently more instruction has been given to patrons for resumes, job applications and computer training. She sees a “quiet, appreciative community with none of the discipline problems other branches experience.” She explains that since many branch staff members “live, work and shop in the area so it is not uncommon for them to bump into patrons at the market, bank or church. They are looked upon by the patrons as part of the community.” Two staff serve on local business boards, one in Maryland and one in Pennsylvania. Out of state patrons account for about 40% of the branch’s business, which Heidi believes is due to the better and expanded service that HCPL offers. The closest Pennsylvania branch is 10 miles inside the line and is housed permanently in a modular unit. Patrons mention the better selection and service HCPL provides. Whiteford does have several Amish families that frequent the branch, as well. Heidi tells the story of how many years ago an Amish brother and sister would visit the branch and the girl would never come inside since she had the responsibility to hold the horse’s reigns. Since then a hitching post has been available to these patrons to satisfy this unique, but essential, need.

Providing service to fulfill community needs is key to the success and expansion on the Whiteford branch. The staff provides a welcoming atmosphere through good customer service and creative programming. The Genealogy program is very popular as are the Teen Advisory Group and weekly Storytimes. Their Friends group host book sales, a quilt raffle, and bakeless bake sales. Focus groups were used to help procure funds and design for the new building. Both teens and adults volunteer hours have decreased through the construction, but are expected to rise with the new branch. In-house volunteer training includes some circulation functions and assistance for the Summer Reading Program (SRP). Active, successful partnerships include local schools and the firehouse. In fact, this past summer the firehouse provided space for many SRP events. The organizations worked around each other’s schedules and enjoyed the unusual and fulfilling experience. The firefighters even supplied cookies for the children’s events!

I asked about any specific plans or projects once the renovated branch opens. Heidi stated, “The new Teen Room includes a wide screen TV and gaming systems that are sure to be a hit.” They are planning youth book discussions, after hours teen events and before hours storytimes, again, all to serve the community needs.

After the interview ended we walked over the construction trailer to get permission to tour the building itself. Luckily, it was no longer deemed a “hard hat area” and I was able to take many photos of the interior. Since I had never been to the branch previous to the construction, Heidi guided me through the site pointing out the former locations of the small meeting room, staff area, stacks and children’s area. When she got about halfway through the building she stopped and pointed to a seam on the concrete floor that marked the new addition. In front of us was a large space, outlined by windows showing off the neighboring trees and fields and topped by a 2-story cupola that let in scattered sunlight and highlighted the dust and debris that had gathered during the construction process. At one end was the glass enclosed Teen Room, at another a study center, yet another was to be home for a barnyard themed children’s area. The space, now divided by ladders, wires and dry wall scraps would soon be the brand new Whiteford Branch. I could just imagine the filled shelves, busy PC’s, diverse patrons, active programs, and satisfied customers that will come.



The interview took place on September 17, 2009 from 9:30-11:00 am with Heidi Richardson (Branch Manager). Daphne Wiese (Circulation Manager) and Anne Winkler (Library Associate) were also present during a portion. I emailed Heidi for clarification on some details the following week. Further information about HCPL can be found at http://www.hcplonline.info/