Expanding access to technology and online services is a fundamental objective that we set out in the library’s 2008 - 2011 strategic plan, and we made significant strides in this area this year.
Major development work continued on our virtual library branch to improve its usability and to provide greater access to our vast and diverse resources. Many more digital resources were made available in 2009, including the addition of new electronic databases and much more downloadable and digitized content. By the end of year, we had expanded our free wireless service to all of our 99 branches, we launched the beta version of our new website, and we significantly increased our use of social media and Web 2.0 technologies to help us improve our customer service, outreach and communications, and to deliver services in a more efficient and personalized way.
In these ways, and more, the Toronto Public Library continued to play an important role in ensuring that all Torontonians have access to up-to-date technology, the Internet and digital resources so crucial to their full participation in social, economic and community life.
Seniors drop-in class at Toronto Reference LibraryPhoto credit: Toronto Public Library
To ensure technology is available to everyone, more free introductory computer classes were added last year in more branches and in a variety of languages. The hands-on classes offer a variety of training sessions to help people explore the Internet and research databases and the library catalogue. The Toronto Reference Library also established a fun senior’s drop-in session that has proven to be very popular.
Our followers on Facebook and Twitter
Toronto Public Library engaged more Torontonians last year through our fan pages and profiles on social media sites like Facebook, Twitter, YouTube and Flickr. Our followers grew and customer testimonials were very positive throughout the year. Staff monitored sites regularly and responded quickly to questions and comments. All sites were updated throughout the day keeping content current and relevant. Social media encourages conversations with our users, and allows us to listen to customer feedback and improve and refine services.
Using laptops at Maryvale BranchPhoto credit: Toronto Public Library
At the Jane/Sheppard branch, the library launched a pilot project of lending out laptops for customer use in branch. Used in combination with the free wireless service available in the branch, the service was extremely popular with our customers. Thanks to Microsoft for their generous donation of laptops which helped to make the service possible.
Dial-a-Story at Jane/Sheppard BranchPhoto credit: Toronto Public Library
Our Dial-a-Story program was expanded last year, with Urdu being added. This very popular service allows kids and their families to call into our Dial-a-Story phone line and listen to stories read to them in 12 languages. In 2009, we received over 300,000 calls – a 5% increase over 2008.
The Book Buzz home page at http://bookbuzz.torontopubliclibrary.ca
Book Buzz, Toronto Public Library’s online book club, had record participation in its Summer Reads Contest in 2009, over 1000 posts in the two months of July and August with great intergenerational exchanges around books to read, and substantial customer reviews of books they've read. The site had over 19,000 unique visitors in 2009, including visits from mobile devices, such as iPhones.
The Toronto Public Library home page – improving the customer’s online library experience.
After significant public consultation – including an online survey that received over 5000 responses – and extensive development and design work, the library launched the beta version of its new and improved website at the end of 2009. With a sophisticated search engine, and a completely redesigned interface, the new website will make it much easier to browse, search and discover everything Toronto Public Library has to offer. The new website will be launched in 2010.
Staff help a customer use self check out at Kennedy/Eglinton Branch Photo credit: Toronto Public Library
A big factor prompting change in libraries everywhere is technology, with a particular focus on how best to use it to improve customer service. With the addition of Self-Service Express Check-Out at nine branches in 2009, Toronto Public Library created faster and more convenient check out for our customers, while also freeing up library staff to provide more one-on-one assistance. On average, 75% of check-outs at branches with Express Check-Out were done by customers in 2009.
Customer uses free wireless access at his library.Photo credit: Toronto Public Library
In 2009, we introduced free wireless internet connectivity in all 99 branches throughout the city to meet demand from customers coming to the library with personal wireless devices. Customers may connect in any library branch with their laptop, smartphone or any other wireless device. This valuable resource has benefited everyone, from students and newcomers to job seekers and entrepreneurs. Offering free wireless service at our branches brings us one step closer to achieving our goal of expanding access to technology for all.