Your Questions Answered

All Calgary Public Library locations, including book drops, are temporarily closed until further notice. Library leadership will continue to work with the City of Calgary and Alberta Health Services to track the issue and determine when it is appropriate to return to normal service levels. All updates will be communicated through calgarylibrary.ca.

Locations may be closed, but staff are still available to answer all your questions.  Need a book recommendation, tech support, help with schoolwork, or information about current events? Call the Library Hotline at 403.260.2600 or contact the Library online.

• Will books and other materials be sanitized?
  • The Library is still developing its reopening plans and confirming best practices for when materials returns can resume. The public is asked to not bring any materials back to locations at this time.
• Will we be able to bring in our own laptops and bags?
  • The Library is still developing its reopening plans and cannot confirm what restrictions may be in place when location access is possible.
• Will there be special library times for seniors and other vulnerable populations?
  • As part of its reopening planning, the Library is looking at special access for vulnerable groups.

You and your family can continue to use Library resources at home, including virtual storytimes, learning resources and study help, and streaming platforms for books, movies, and music. Visit Library at Home section to find something for every age, including recommendations from librarians.

• Does the library have any plans to serve the seniors residences currently on lock-down?
  • The Library is in contact with its community partners and social agencies to determine what services can be provided safely as we develop our reopening plans.
• Will holds be allowed between inter Alberta libraries through D2D?
  • We do not know when the inter-library loan program will resume. All updates will be shared on calgarylibrary.ca.
• Any thoughts to age-appropriate book bags being distributed to children in certain high need communities?
  • The Library is in contact with its community partners and social agencies to determine what services can be provided safely as we develop our reopening plans.
• Why are you not accepting book returns?
  • Due to current State of Emergency Guidelines, we cannot provide any building access to members of the public for any reason.
  • The returns process is a complex and labour-intensive element of service. The Library must first clear its backlog of holds materials and begin moving through its phases of reopening before allowing the returns of materials.
• Will we ever be able to download popular movies rather than loaning out DVDs? I’ve tried Kanopy but the selection doesn’t include popular movies.
  • We appreciate the feedback and have passed this onto our Collections team.
• Will CELA books for the blind open up sooner than other services?
  • The Library has no additional details at this time. All updates will continue to be shared on calgarylibrary.ca as they become available.

Curbside Holds Pick-up is being piloted as a contactless service, with more details and instructions available in the coming weeks. All current holds on physical items are being extended until June 30, 2020. Please stay tuned for updates on return to normal service levels.

• When available, how will the Curbside Holds Pick-up system work?
  • The system will be contactless, designed in the safest way possible. Patrons will be contacted by the Library about their holds and given information about how and where to pick them up.

• Which locations will be included in the Curbside Holds Pick-up pilot?
  • We are not able to share this information at this point. As locations are able to join the pilot, members with holds that were available as of March 16 will be contacted individually to let them know that they can visit their location for curbside pick-up. We appreciate your patience as we explore and expand this new service.

• When available, will patrons be able to collect holds on foot?
  • Yes, but please note that you will be required to follow all physical distancing measures. When you arrive at the location, please review information on posted signage and maintain at least 2 metres distance from any other patrons, vehicles, and staff.
• How will the pick-up process work for patrons without cell phones?
  • Patrons without a cell phone will be able to schedule an appointment for pick-up with our staff. Our staff will place the materials on the pick-up table at the scheduled time.
• Will books and other materials be sanitized?
  • For the Curbside Holds Pick-up pilot, Library materials have been isolated for many weeks and will only be handled by staff following safe handling procedures and wearing appropriate PPE.
• When available, will patrons be able to place holds in their reusable bags?
  • We ask that you do not place any materials, including bags, on the holds pick-up table. The holds table will be disinfected between each use.

The Library is moving to a Fine Free model to help Calgarians during this challenging time and to permanently reduce barriers to service. The Library will become Fine Free as of July 1. Until then, no fines will accrue, and all existing fines will be forgiven. You can learn more about this initiative and the Calgary Public Library Foundation’s response here.

• Can I pay my late fines forward in the form of a donation to the Library?
  • Yes! Thank you for thinking of us. Donations to the Library Foundation’s Resiliency Fund are currently being doubled by a group of generous donors. You can make your donation online.
• What is the amount that fines have generated annually in income for the Library?
  • Fines currently only make up 1.5% of the Library’s revenue. Fine revenue has dropped 18.5 % since 2015 and was continuing to trend downward. The Library will continue to charge a fee for lost materials.
• If a patron keeps losing books, will there be any impact on their membership?
  • If materials are not returned after 35 days, the item will be marked as lost and a replacement fee will be applied to the account. If those costs are not paid, a membership will be blocked.
  • The Library does not expect significant changes to wait times for holds. Many libraries that have gone fine free have seen an increase in the return rate of overdue materials. Chicago Public Library saw a 240% increase in returned materials in the first three weeks after implementation of their Fine Free model. The Collections team will continue to monitor the holds list and purchase additional copies of popular materials as necessary.
• Will the Library be investing more funds toward digital materials?
  • Yes. A $300,000 investment was made in March 2020 when the Library closed temporarily and the Library will continue to monitor investment on a regular basis.
• Does the Library conduct surveys about patrons’ preferences in terms of physical collection vs digital?
  • The Library conducts regular reporting and surveying to measure service satisfaction and identify any possible areas for improvement. The Library also reports regularly on metrics, such as physical and digital circulation to respond to trends and member behaviour/preferences.

• Where can I access the budget for Calgary Public Library?
  • Audited financial statements are provided annually. Our 2019 report will be released in the coming weeks. You can see previous records here
• Will there be another town hall meeting in a couple weeks so we can catch up on how the new initiatives are progressing and what’s next?
  • There is not another town hall planned at this time. The Library is providing regular updates on its website, social media channels, and through its newsletter. The Library knows that the public are eager to learn more about its evolving reopening plans and we will be providing more service updates as details are confirmed.
  • The Calgary Public Library Foundation welcomes your questions and feedback. Please feel free to contact us directly.
• Can I still donate books to the Library?
  • Calgary Public Library has suspended its book donation program indefinitely. We thank you for your interest in donating books to Calgary Public Library; for information on other ways to provide support please visit our Ways to Give page.