Case Study: How CLEVNET Transformed Consortium-Wide Communication with MessageBee

CLEVNET is one of the largest library consortia in the United States. Spanning 47 library systems across 12 counties in Northeast Ohio, it serves more than a million residents with access to an expansive network of shared resources. While the collaborative model brings significant advantages in terms of cost sharing and access, it also introduces considerable complexity—especially in how each member library communicates with its patrons.

System-Branded Emails Lost Local Connection

Patrons received notices that were consortium branded—without local logos, names, or colors. Messages came from generic email addresses, making them easy to ignore or misidentify as spam.

No Room for Customization 

Member libraries lacked the ability to personalize communication. Every branch used the same templates, which led to confusion and missed opportunities for engagement.

Limited Tools

The consortium’s existing technology could only send transactional updates to patrons, keeping them informed on their borrowing status, but created a gap for libraries that wanted to communicate with patrons in a wider context. Libraries had to turn to third party tools to send mass communication, creating more work at the library level.

Outdated Technology

CLEVNET had to spend considerable staff time at the consortium level to get even their rudimentary system to function properly. Their staff were being tied up by routine maintenance and their existing solution had no way to determine if messages were being delivered, much less clicked on, making planning a headache.

Email is a powerful tool for libraries to stay connected with their patrons for two key reasons.

First, it helps patrons stay informed about their borrowing activity—due dates, renewals, and hold notifications—so they never miss a return or an update.

Second, email serves as an effective long-form communication channel for newsletters, allowing libraries to share upcoming events, new services, and community news. Whether it’s a quick reminder or a deeper look into what’s happening at the library, email keeps patrons engaged and informed.

Local COntrol at Scale

CLEVNET needed a communication solution that gave each member library full control over branding—logos, color schemes, sender names, and domains—without sacrificing the benefits of centralized management.

performance visibility

Staff needed real-time insights into delivery, open, and click-through rates to troubleshoot problems proactively, and simply understand which messages were resonating with patrons.

support for more than notices

Beyond transactional messaging, libraries wanted tools mass communication and segmented communication to specific groups of patrons—ideally across email, SMS, and voice and within one platform.

Ease of use and scalability

The new system had to be intuitive for staff, minimize training, and be flexible enough to grow with the consortium’s needs.

To modernize and streamline communication across its 47 member libraries, CLEVNET implemented MessageBee, a platform designed specifically for the needs of public libraries and consortia. This single solution brought together multiple capabilities in a unified, user-friendly system—solving longstanding communication and operational challenges.

One Platform For all channels

With MessageBee, all patron communications—email, SMS, and voice—were brought into one centralized platform. This consolidation eliminated the need for multiple third-party tools and legacy software, simplifying operations and reducing the burden on IT and administrative staff.

Full Customization for each library

Each library within the consortium was empowered to deliver messages that reflected its own identity. Libraries could use their own logos, color schemes, email domains, and “from” addresses, making emails instantly recognizable to patrons. This level of customization restored trust and relevance in patrons’ inboxes, and ensured that messages didn’t get overlooked.

simple interface with powerful design tools

MessageBee integrates directly with the consortium’s ILS, enabling both individual and bulk messaging from a simple, intuitive interface. Staff didn’t need advanced tech skills or HTML knowledge to create visually engaging messages, thanks to MessageBee’s drag-and-drop email builder and responsive design features.

Actionable Analytics and Real-Time Reporting

Detailed dashboards and reports gave library staff access to delivery rates, open rates, click-throughs, and more. This visibility helped teams understand what was working and where to improve, making communication strategies more data-driven and effective.

Operational Relief for Consortium Staff

By retiring outdated tools and consolidating communication into a single, purpose-built system, CLEVNET dramatically reduced its IT overhead. Consortium staff no longer had to support or troubleshoot fragmented platforms, and could focus on higher-value tasks.

Switching to MessageBee completely transformed how we operate. What used to be a daily headache is now one of the most seamless parts of our process. Both our team and our patrons have noticed the improvement—it’s made a real difference

Jamie Mason, Director, CLEVNET

By implementing MessageBee, CLEVNET modernized its messaging infrastructure while preserving local identity. Member libraries now communicate more effectively, clearly, and confidently with their communities.

What began as a platform upgrade became a foundational shift in how libraries across Northeast Ohio engage with patrons. With MessageBee, CLEVNET is not just sharing resources—it’s sharing a unified voice, personalized by each branch.