Tips for Managing Your Library’s Hotspot Program

Library hotspot lending has moved well beyond an emergency response. For many communities, it is now essential infrastructure that helps patrons complete homework, apply for jobs, attend telehealth appointments, access government services, and participate in online learning.

Nearly half of U.S. public libraries—46.9%—offer hotspots for checkout, according to the latest national Public Library Technology Survey published by the Public Library Association. As these programs mature, libraries face a bigger challenge than simply buying devices: they need to run a service that is reliable, manageable, secure, affordable, and easy for patrons to use.

The strongest programs succeed because the day-to-day operation works: lending policies are clear, staff know how to help, devices remain active and accounted for, and leaders can see the community value. This guide focuses on those operational fundamentals.

What Has Changed for Library Hotspot Programs in 2026?

The need for off-campus connectivity remains, but funding and the operating environment have changed.

In September 2025, the Federal Communications Commission reversed E-Rate support for off-premises hotspots and school bus Wi-Fi. The new rules took effect in February 2026. Libraries can no longer build a take-home hotspot strategy around that funding source, even though E-Rate still supports eligible on-premises services.

The practical lesson is not to abandon hotspot lending. It is to build a program that can survive changes in grants and public policy. That means:

• Using more than one funding source when possible
• Understanding the full cost of devices, service, support, and staff time
• Collecting useful program data to support budgets and grant reporting
• Choosing flexible contracts that can scale up or down
• Evaluating vendors on operational value, not only the monthly data price

Libraries should verify current eligibility rules directly with program administrators or their funding consultants before relying on any grant or subsidy.

7 Best Practices for Managing a Library Hotspot Program

1. Define Who the Program Serves and What Success Looks Like

A clear purpose makes every later decision easier,  from device quantity to loan periods to reporting.

Start with a short program statement. For example:

Our hotspot lending program provides temporary home internet access for patrons completing schoolwork, searching for employment, accessing telehealth, or using essential online services.

Then choose a small set of outcomes to track:

• Number of hotspot loans and renewals
• Waitlist length and unmet demand
• Percentage of devices actively used
• Distribution across branches or ZIP codes
• Lost, damaged, or overdue device rate

Track only what helps improve or defend the program. Libraries should avoid collecting unnecessary patron or browsing data.

2. Create Clear Checkout, Renewal, and Return Policies

Patrons should know exactly what they are borrowing and what happens if a device is late, lost, or damaged.

A strong lending policy should address:

• Eligibility and identification requirements
• Standard loan period
• Renewal and waitlist rules
• Device and accessory inventory
• Acceptable use
• Lost or damaged equipment
• Privacy and filtering disclosures
• When service may be suspended
• How patrons can get technical help

Use plain language, translate materials for the communities you serve, and provide an accessible quick-start guide with every device. A signed lending agreement helps set expectations, but it should not be so punitive that it prevents the people most in need from participating.

3. Make the Program Easy to Find

Do your patrons know your hotspot program is available? If you already have something in place, you likely made a big effort at first to spread the word to patrons. You may have even distributed a survey to find out exactly how many patrons needed connectivity outside the library. If it has been a few years since you launched your hotspot program, or if you are just getting started, consider the following: 

• Survey your patrons and other community members to better understand the need for hotspots. Here is an example survey to use. We also want to share an example survey from the Montana State Library that you can give to anyone checking out a hotspot from your library [view here].  

• Leverage social media to connect with your patrons; we see most libraries are currently leveraging Facebook, Instagram, and TikTok. Post about your hotspot program frequently to educate new patrons and remind existing patrons. Here are some of our favorite library pages to get some inspiration [Milwaukee Public Library, Rapid City Public Library, Timberland Regional Public Library, and Los Angeles Public Library. 

• Connect with your local schools, organizations (Boys & Girls Clubs, community centers, shelters), and other government agencies. Encourage these community partners to post on their social media accounts, websites, and in their physical buildings to make community members aware that these hotspots are available.  

• Hang posters around your community in school buildings, banks, grocery stores, police stations, homeless shelters, churches, adult education centers, and more. 

“I think our biggest advertising is social media, which I think is the biggest for everyone right now. But the other thing that we did is communicate with the school corporation directly.” 

Jennifer Kirman, Walkerton-Lincoln Township Public Library Director 

Jennifer also shared a great idea she used when first launching her hotspot program. In a town of only 3,000 people, she advertised the program on the back of utility bills. While this might not be feasible in your community, it shows that you're encouraged to get creative when marketing your library’s programs and offerings. 

4. Reduce Lost and Overdue Devices Without Creating Barriers

Unreturned devices are a common challenge libraries face with hotspot lending programs. Here are some things you can implement to help prevent lost devices. 

Consider:

Make patrons sign a user agreement before checking out a hotspot. Your library can decide what contingencies to include, but common options include fees for lost or damaged devices or not allowing other materials to be checked out until the device is returned. Here is an example of a Hotspot User Agreement that Jennifer Kirman shared during our webinar that she uses at her library.  

Work with a provider that allows you to remotely suspend service on your hotspots. Kajeet service includes access to a device and data management platform that lets you suspend (and unsuspend) service on any device with one click. We found that when you cut service, patrons are more likely to return the device. Here is what it looks like in our Sentinel platform. 

5. Monitor Usage and Rebalance the Fleet

When building a sustainable hotspot lending program, you need access to meaningful user data and reporting. Here are just a few real-life scenarios to consider: 

• You leverage a funding source that requires proof of how many devices were being used for a specific date range.  

• You need to present to a board or leadership team to prove the effectiveness of your hotspot program to continue receiving funding. Reports on how many devices are being used and what types of resources are being accessed are important data points to present in these situations. 

• You need to understand what types of resources patrons access while connected to your hotspots (job search, telehealth, education, etc.) to better meet your community's needs. 

• You need to make sure you are getting hotspots into the hands of patrons who need it most, so you look at usage trends across different times of the year. For example, you may find that during the summer, you need more hotspots allocated to K-12 students who don’t have access to school-issued devices and resources. 

• You want to ensure you allocate devices effectively across your library branches, so you pull reports to see what usage looks like. 

These are just a few examples of why being able to quickly access data about your program is important for the effectiveness and sustainability of your library’s hotspot lending. Some providers have this information, but you need to request it. These requests can often take a few days, if not weeks. 

All Kajeet solutions include our Sentinel platform with real-time device information and reporting on device groups — allowing you to pull the data and insights you need, when you need them. Plus, we can set up recurring reports that get sent right to your email. 

7. Report Community Impact, Not Just Data Consumption

Usage reports can show that devices are active, but boards and funders also need to understand what the program makes possible.

Pair operational metrics with voluntary patron feedback such as:

• Completed a job application or virtual interview
• Accessed homework or online classes
• Attended a telehealth appointment
• Applied for benefits or public services
• Participated in digital literacy training

Short, anonymous surveys can provide useful evidence without compromising patron privacy. Combine that feedback with loan volume, waitlist trends, and device utilization to tell a credible story about community value.

Choose a Vendor That Makes the Program Easier to Run

Day-to-day program success still depends on the underlying provider. Before signing a contract, confirm the solution can support how your library actually operates.

At minimum, evaluate:

• Coverage at representative patron locations—not only on a carrier map
• Hardware durability, battery life, warranty, and replacement timelines
• Ready-to-lend activation, kitting, labeling, and patron instructions
• Centralized visibility into device status, usage, alerts, and policies
• Remote suspension and restoration for overdue devices
• Security, filtering, privacy, and administrative controls
• Support hours, escalation paths, and staff training
• The full cost of hardware, service, management, support, shipping, and replacements

Ask vendors to demonstrate realistic workflows and run a pilot with the exact devices and service proposed for production. A low monthly rate is not a bargain if staff have to stitch the program together by hand.

How Kajeet Supports Library Hotspot Programs

Kajeet helps libraries launch and manage hotspot lending, connected-device, bookmobile, outreach, and community connectivity programs.

Kajeet SmartSpot® devices can arrive activated and ready to lend with a carrying case, charger, and instructions. Libraries can choose from multiple carrier options based on local coverage and manage their fleet through Kajeet Sentinel®, which provides centralized visibility into device status, data usage, policies, alerts, reporting, and remote connectivity controls.

Libraries can configure filtering options for different program needs, including services for children and students. Connected Communities plans currently start as low as $8.50 per device per month for qualifying configurations, with final pricing based on program requirements and quote details.

The result is one managed program for hardware, connectivity, oversight, and support—rather than a collection of consumer plans that staff has to stitch together.

Would you like to talk to someone about your hotspot lending program? Kajeet is here to answer any questions about device management, coverage, funding, and more.

Frequently Asked Questions

How long should a library lend a hotspot?

Many programs use a one- or two-week loan period, but the right policy depends on demand, device quantity, and community needs. Monitor waitlists, renewals, and utilization, then adjust the policy based on evidence.

How can a library reduce lost or overdue hotspots?

Use clear lending agreements, automated reminders, complete inventory records, and remote service suspension for devices that are significantly overdue. Review whether fees create barriers and apply policies consistently.

How many hotspots should a library start with?

Start with a manageable pilot based on expected demand, branch coverage, and staff capacity. Track waitlists, utilization, support requests, and coverage issues before expanding the fleet.

How should a library measure success?

Use a small set of operational and community metrics, such as loans, renewals, waitlist demand, device utilization, overdue rates, staff support time, and voluntary patron-reported outcomes. Avoid collecting patron data that the program does not need.

How should libraries pay for hotspot lending after the E-Rate change?

Build a diversified plan using local or state appropriations, foundation support, Friends groups, community partnerships, workforce or healthcare initiatives, and eligible broadband or digital inclusion grants. Verify current program rules before budgeting around any specific funding source.