CULC/CBUC Toolkit on Recovery & Reimagined Public Library Services Post COVID-19

Information Services

Information Services

Providing information services while protecting public health and safety will require innovation. Thoughtful use of technology, virtual service, leveraging partnerships, and modifications that support physical distancing can all help public libraries to continue to meet the community’s information needs.

Information Services Checklist

Information Service includes reference and referral services, reader’s advisory, technical help and instruction, work to reduce misinformation, and customer service.
  • How can the library provide meaningful customer support and technology assistance while maintaining physical distance?
  • How do you provide equitable access to information for those experiencing barriers to access? Including:
    • social isolation
    • technology access (devices, WiFi, know-how, etc.)
    • language barriers (ESL/multilingual, literacy-levels, etc.)
    • accessibility barriers (digital and built environments)
  • How can you understand evolving community information needs and respond to them quickly?
  • How can staff feels safe/prepared enough to give the best possible customer service
  • How can you provide user-centered service design including streamlined processes and clear communication?

Information Services Working Group

  • Lita Barrie, Chief Executive Officer, Burlington Public Library
  • Donna Bedry, Public Service Manager, Calgary Public Library
  • Carol Cooley, Chief Executive Officer, Saskatoon Public Library
  • Kent Raymond, Manager, Service OPL, Ottawa Public Library
  • Meg Uttangi Matsos, Branch Manager, Hamilton Public Library
  • Jennifer Wile, Manager, Information Services, Surrey Libraries