To find a book and place a hold in 30 seconds feels like flying
Free and equitable access to information for everyone, regardless of age, income, education, or language, continues to be a major strategic objective of Toronto Public Library. From increased access to computer workstations, to computer training in our Le@rning Centres, to increased digital content like eBooks and electronic databases, the library played an increasingly important role in 2010 in bridging the digital divide, and helping to ensure that everyone has access to technology and the skills to use it effectively.
Library customer Shireen Jeejeebhoy Photo Credit: Shireen Jeejeebhoy
Letter from library customer
In an information society, access to the internet and technology is essential to meaningful participation in daily life. In an excerpt from a letter sent in December 2010, long time library member Shireen explains how the library's virtual branch and eBooks have made a real difference to the quality of her life.
One of the first things my mother did when we moved to Toronto was introduce me to Toronto Public Library. My eyes widened upon seeing all those books. And so began my decades-long habit of weekly library visits until I suffered a traumatic brain injury.
Reading became one of the casualties of that injury. Although I recognize letters and words, I have trouble perceiving content, synthesizing and processing the meaning of sentences and paragraphs, as well as holding the whole story in my head… After the umpteenth time of missing the due date and having fines pile up, I gave up on library visits. Until I received a Sony Reader last Christmas and discovered TPL's virtual branch.
The beauty of the virtual branch is I can visit any time of day or night when my energy permits; if I can't decide on a book, it's not a wasted trip; and best of all eBooks expire automatically at the end of 21 days with no fines. I have recently learned how to read library books on my iPad too…Thank you TPL!
Letter sent in to City staff from Kids@Computers participant. Photo Credit: City of Toronto
Having access to a computer is invaluable
In 2010, at Le@rning Centres in nine Toronto Public Library branches, the Kids@Computers team provided computer and literacy instruction to more than 800 children and their families whose incomes may limit their access to electronic information resources. After completion of two classes and their Kids@Computers Challenge! workbook, participants were awarded their own computer. Toronto Public Library is one of the key partners in this program, which is administered by Toronto Employment and Social Services.
Two of the program's participants, Sharon and her son Marlen attended the program at Agincourt Branch in the summer of 2010. Sharon found out about the program through her social services worker and applied immediately. She tells us that her son loved going to the library for the sessions and always came home telling her about all the new things he learned. She found the internet safety tips the most helpful, reassuring her that her son was learning to surf the internet safely. Having a computer of their own has really transformed their lives.
"They [Sharon's sons] are more confident in their studies, and now can independently complete their own school work. I work evenings and it was always a challenge for me to find time to take the boys to the library where they used the computer. Now they have one at home right at their fingertips. Having a computer has proved invaluable to my family. The boys' grades have shot up as well."
Sharon adds that she has learned a lot through the process as well and is delighted to have her kids show her something new on the computer.
"I really wasn't computer literate before and it's been so fun to learn together. I love when the kids show me new things and tell me how to do this and that!"
Response to ProTech opening was phenomenal
The ProTech media center operating out of Kennedy/Eglinton Branch completed its first year in August 2010 and the community response was phenomenal. The program has youth-focused programming in graphic and webpage design, digital photography, video production and music production, workplace productivity software, computer basics and employment training. Toronto Public Library partnered with outside groups including Scarborough Arts Council, Tropicana Community Services' Involve Youth program and Alternative Youth Centre for Employment (AYCE), the City of Toronto's Investing in Families, and Catholic Crosscultural Services (CCS) to run programming sessions.
Since its launch, the ProTech centre has had very strong drop-in and programming attendance – with a total of 7,767 participants. During 2010, 965 participants took part in ProTech's structured programming, focused on New Media and employment-based themes. Two-thirds of participants were youth between the ages of 13-30 years. The program worked closely with the Kennedy/Eglinton Youth Advisory Group, which gives leadership opportunities to local youth.
Local teen with her senior partner in the Joint Internet Mentoring Project
Bridging the generational divide through technology
In 2010, Richview Branch had 10 seniors and 11 teens involved in our Joint Internet Mentoring (JIM) Program, which helps build relationships between young adults and older adults, bridging cultural, social and generational boundaries. Supported by a federal grant, the program matches teen volunteers with seniors and for six weeks they work together to learn basic computing skills. Using the library's computer and internet resources in sessions focusing on life skills, social networking and mutual interest research, participants build their technological skills and have an opportunity to make friends and have some fun. The pilot first took place at Richview Branch but since then, other branches have taken the program on.
The program helps address the needs of older adults, engage youth in meaningful ways, engage diverse communities through technology and encourage library participation. When these two groups came together, they had more in common than they thought, and both young and old learned communication and co-operation through a mutual sharing of knowledge.
"Being able to actually work on the computer while you are being instructed individually is a large benefit to seniors. It is also very interesting to get to know the young peoples' background, interests."
"Life back then was very different. The seniors went through tough times but were able to come out of their troubles smiling. They are ambitious and want to learn, just like me."
"I have watched seniors who entered the program timid and negative, blossom and shine…It was a rewarding experience to bring two diverse groups of people together. There was a genuine sense of community that developed over six short weeks, and nobody wanted the program to end."
Library staff member Justin Lee
Free internet access, and caring library staff, get one homeless woman back on her feet
Parliament Street Branch page Justin Lee demonstrated a kindness and dedication not uncommon in library staff when he helped a woman who was homeless find her way back to her family through the library's computer and internet services.
I came across a young gentleman who was just coming out of a café with food in hand. My request for spare change was met with him offering me his coffee and croissant. I was taken aback, first with the random act of kindness, but also the fact that this young man actually cared where so many young people these days are indifferent to the troubles of the world. I was obviously in some distress as I had been crying for a while, and the young man asked if I was alright and had anywhere to stay. I told him no. He told me that he works for the library, and suggested the two closest branches [Parliament Street where he works, and St. James Town Branch] as a place to warm up and perhaps start looking for help. He told me about the various resources available to me, including free internet access. I had no idea this was available from the library.
I decided to visit the [St. James Town Branch] where I was able to access the internet (with the assistance of your fine staff there), create this email account, and manage to get a hold of some family out West. Over the next few weeks, I've managed to mend some fences and I am on my way back home to a waiting job and a place to live. This young man … will probably never know how his actions and words of encouragement have impacted me … He is a wonderful ambassador for the library… [Justin's] caring empowered me to find my path again.
Extending access to the printed word
Toronto Public Library saw a huge spike in ebook interest last year – more than 70% in 2010. In this Global TV news profile of Toronto Public Library's technology innovation, the library's Director of Collections Management Vickery Bowles talks here about the growing ebook market, noting it gives customers much greater and more convenient access to the printed word.
Toronto Public Library website
Library customers love our new website!
In 2010, Toronto Public Library launched its new and improved customer website after several months of beta testing with our customers. New features and functionality focus on what our customers told us they wanted most – quick and easy ways to find and reserve materials in our catalogue, flexible and user-friendly ways to search for library programs (e.g. by branch, date, author, etc.), and easier ways to find out about library services.
Clearly our customers have been happy with these improvements. Last year, over half a million holds were placed through the website every month - that averages out to 12 holds a minute, every minute of the day! And half of our website users visited the site four or more times each month. As Torontonians acquired more ebook readers, traffic to the downloads and ebook pages also grew exponentially in 2010.
Here's what some of our customers had to say about their new virtual branch:
"I love the new TPL site! It's got a nice, modern look, and it's very easy to navigate around and find what I'm after. I particularly like the front-loading of information on the search results pages -- things like noting which books are reference-only, not holdable, which used to require a click-through to find out. There are a bunch of nice touches like this. Kudos to the designers!"
"I love what you are doing with the new website - it's fresh, more user-friendly and just generally feels more like it 'speaks to me' i.e has me the user in mind rather than what the library staff would like to push to the user. Thanks for the improvements."
"I travel all over the world and have always praised, as one of the great features of living in Toronto, that it has the most-used library system in North America. Because of the computer network, I have 99 libraries only a block away from my home. Now I can add that it has one of the best websites of any library I know."
"I have used the TPL site occasionally, but now I will use it more regularly. You have done, and continue to do a magnificent job on this very thorough and user-friendly web site. This is Thanksgiving weekend, and I am very thankful for the efficient, thorough and gracious resources provided by the Toronto Public Library, including the web site."