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01Fernhollow Libraries

Questions at the desk, answered at night

A network of nine public libraries uses Hollin to answer patron questions about cards, holds and events outside opening hours.

A wooden staircase climbing beside a pale brick wall in a library, with shelves and a lattice window behind.
Nine branches, one set of rules pages, and questions that arrive after the doors close.
of evening questions answered the same night
68%
branches sharing one help center
9
languages answered
3

02You

The interview

  1. Hollin

    Who asks the questions?

  2. Samir Haddad

    Patrons. Card renewals, holds, fines, room bookings. Most write in the evening, after the branches close.

  3. Hollin

    How did you set it up?

  4. Samir Haddad

    Each branch had its own rules page. We merged them into one help center with a section per branch, so the drafts can say which branch a rule applies to.

  5. Hollin

    What does it not answer?

  6. Samir Haddad

    Anything about a person’s account. Those go to the branch that holds the card, with a summary, and someone replies in the morning.

03You

About the team

Hollin

Fernhollow Libraries runs nine branches and a mobile library. Its digital services team of four answers questions for all of them, in English, Spanish and Vietnamese.

The team started on Starter with one inbox and moved to Team when the gaps report showed most questions came in after hours. Account questions are routed to the branch that holds the card.

Team
Four people across nine branches
Questions a month
About 1,200
Plan
Starter, then Team
Using Hollin since
May 2026

04You

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