Open+ Technology with Remote Staff Support Improves Branch Access and Enhances Community Engagement |
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| Authors: | Sherry Fahim Shelley McKay |
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| Institution: | Hamilton Public Library , Hamilton, Ontario, Canada |
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| Abstract: | ABSTRACT Hamilton Public Library’s northernmost rural branch in Ontario’s Greater Toronto and Hamilton Area (GTHA) leveraged technology to offer customers Extended Access to the library, a valued community resource. Using a unique model of virtual assistance to support customers remotely, customers connect with information staff at the system’s Central Library, when needed. Library hours increased from 17 to 60 hours per week: customer visits and programming participation subsequently increased. This successful pilot encouraged a second Extended Access Branch, with early data suggesting similar positive results. Now, with careful planning and attention to the pilot principles, additional locations are planned. |
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| Keywords: | Extended Access service hours open+ virtual support rural community |
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