Inside The Alberta Library
In January, TAL Board Chair Maggie Macdonald and I were invited to make a presentation to the cross-government committee charged with implementing the recommendations from Framework for the Future: Positioning Alberta Libraries for the 21st Century.
The committee includes Assistant Deputy Ministers from a number of Alberta Government departments that have a stake in the province’s publicly funded libraries – including Municipal Affairs, Education, Advanced Education and Technology, Culture and Community Spirit, Service Alberta and others.
Committee members have an ambitious agenda – the report includes 18 recommendations on everything from creating an integrated library policy to ensuring all libraries have wireless high-speed internet access.
While the report references The Alberta Library in a number of recommendations, we started with the assumption that most of the committee members didn’t know who we are or what we do. Part of our goal was therefore to tell committee members about The Alberta Library and the benefits we provide for Albertans.
The benefits of a progressive library system are immense, including improved literacy and education, enhanced content for the SuperNet, information anytime, anywhere and cost efficiencies through leveraging partnerships.
Our main message to the committee was that The Alberta Library is uniquely positioned to facilitate dialogue among government representatives, the cross-sectoral library community and communities of interest.
Our presentation was well-received. In fact, the government has invited The Alberta Library to investigate potential scenarios for province-wide licensing. It’s a positive development, and a good way to start 2010.
There is a long history of cooperation between the library community and government, and there are many opportunities to build on that relationship in the future. I will keep you up-to-date on all developments, and I welcome your ideas and suggestions.
Alan MacDonald – mourning his loss, celebrating his life
Along with others in Canada’s library community, we are saddened by the passing of Alan MacDonald. In addition to being one of the founders of The Alberta Library, Alan made an enormous contribution to a number of organizations and professional associations across the country. Alan was a mentor to many and a passionate and eloquent believer in the value of libraries.
Alan’s wisdom and humanity touched the lives of many people. While his voice and his presence will be missed, his life and career will continue to be an inspiration.
On behalf of the members of The Alberta Library, I extend our deepest sympathies to Alan’s family, extended family and lifelong friends. We join you in mourning his loss, and in celebrating his life and his memory. Maureen Woods
CEO, The Alberta Library
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Keyano College Library Q & A
Amy Guilmette and John Burgess share what's new at
What is your library’s biggest current challenge?
Keeping up with the rapid changeover in staff and faculty at the college in a boom-town climate. It seems like sometimes you just get to know a staff member and then the next time you try to contact them they are already gone. This swift changeover means that when you start to build up a part of the collection based on a faculty member’s ideas, the next person to step into their position might want to take it an entirely different direction.
What area is changing the fastest in your library?
Everything about online resources. Students and faculty are using the databases more often. Having access to the Lois Hole Campus Alberta Digital Library databases greatly increases the resources available, which is essential for a remote college with a small serial collection. Adding ebrary instantly doubled our monograph collection, and more and more students are beginning to understand just how useful our library resources can be - after hours.
What idea are you most proud of over the last five years?
First, building an entire curriculum collection from scratch. The BEd program, a partnership with the University of Alberta, was established three years ago and this collection was built very quickly. It is a well used collection and essential for the students and faculty in this program as it gives them access to books and other materials that the teachers in the K to 12 system use for teaching their own students.
Second, increased communication with faculty on the resources we have available. Faculty in each department are sent e-mails when new books arrive that fall in their area of particular interest. These e-mails include reminders of other library services, an encouragement to offer their suggestions to purchase, and a short description with links to websites. These e-mails have resulted in more faculty coming into the library and an increase in their suggestions for the collection.
Where do you see the most opportunity for innovation over the next decade?
Increasing the interactivity, resources, and research assistance offered through the web. There are limitless ways to reach students and guide them in the research process. Keeping up with technological changes and staying current with the new generations will be our best opportunity for innovation.
Books and beyond campaign goes online
With online ads supported by a new web site, the current cycle of Alberta’s Books and beyond campaign wrapped up in February.
The online banner ads featured the classic library stamp and cheeky messages about the variety of resources available at libraries across the province. The web site featured a range of reviews and an even cheekier stamp game. In fact, you can stamp your own face and send the results to your friends and family.
The Books and beyond campaign was recognized with a 2009 International Federation of Library Associations and Institutions bronze 2009 Marketing Award while the Advertising and Design Club of Canada awarded a gold for top public service TV campaign, along with silver for three individual TV ads and a merit award for overall multi-media campaign.
Check out the range of digital, print, TV and radio promotions created over the past two years for the Books and beyond campaign here.
“The recognition for the campaign is great, but we’re even more pleased that we’re able to break some stereotypes about libraries,” says Alberta Public Library Electronic Network Director Karla Palichuk. “Our goal was not only to show the incredible range of resources available across the province, but to do it in a fun way. I think we achieved that.”
Member service principles set the tone
Does customer service count in libraries? It’s not an unreasonable question. After all, people don’t come in to libraries to buy anything. But while libraries have always been built on the idea of connecting people to what they’re looking for, there is a growing acceptance that good service is key.
“Customer service is essential for libraries in the 21st century,” says Mircea Panciuk, Director the Northern Lights Library System. “More and more, people today can choose where they go for information, inspiration and entertainment. Customer service is a good way to stay connected to people and find out how we can serve them better.”
At The Alberta Library’s fall board meeting, members approved new TAL Member Service Principles – a statement of what we as a library community believe, what we are committed to, and what we strive to provide.
Each member library’s administration or governing board is encouraged to officially adopt the principles. Once adopted, The Alberta Library will send an enlarged Service Principles plaque or plaques to the library for display. The Service Principles may also be downloaded from The Alberta Library website.
“This is about inspiring quality service – it’s not about compliance,” says Mircea, who brought the principles forward to the board on behalf of the Advocacy Committee. “We also have to acknowledge that a lot of libraries across the province already have good customer service. This is about making things more consistent across the province.”
Next up is a set of staff competencies in customer service, along with tip sheets on things like soliciting customer feedback, measuring customer satisfaction and evaluating progress.
“Service has to become part of our everyday way of doing things right across the province,” says Mircea. “We need to encourage staff to identify barriers to customer service and be open to feedback from our customers.”
TAL Profile: Thomas Hickerson, Vice Provost (Libraries and Cultural Resources) and University Librarian, University of Calgary
Thomas Hickerson
What is your involvement with The Alberta Library?
I am in the second year of service on the TAL Executive Committee, representing university libraries in the province. I am also vice chair of the committee. Additionally, I have served on the Steering Committee of the Lois Hole Campus Alberta Steering Committee.
What drew you to your profession?
I started working in an archival program while a graduate student in history. I enjoyed the work greatly and soon decided to continue in this pursuit. More generally, I believe that libraries are humane institutions that have the capacity to enrich the lives of all people. I am extremely proud of libraries, archives and museums and their roles as critical contributors to education and research and to the preservation and accessibility of the intellectual, artistic and cultural record. I am also proud to have spent much of my life working with individuals dedicated to these endeavours.
Who had the most influence over your career?
There are many, many people who have influenced my career, way too many to list, and the list continues to grow. I feel very fortunate in having had numerous caring colleagues who contributed to my success and satisfaction. Overall, I have most appreciated those who led me to greater expectations of myself. I will, however, mention one, Gould Colman. He was the head of my department when I first went to Cornell University, the second institution at which I worked. Gould did much to shape my understanding of what it meant to be a professional and also an academic. Equally important, however, he also taught me how lucky we were to be in such roles and the value of humility in these roles and in our lives - not taking ourselves too seriously. I am certain that I have not met his high expectations, but I continue to strive.
What major changes have you noticed during your time with The Alberta Library?
My experience as part of TAL has been limited so I am not well prepared to comment. I will say that I find TAL a wonderfully unique organization bringing together diverse contributors in support of every citizen of the province. I think that Alberta is fortunate to have TAL.
What has been the most rewarding part of working with TAL? What have you enjoyed the most?
I really enjoy the opportunity to contribute to cooperative efforts that fall outside of my principal responsibilities. And it is also fun!