Calgary Public Library: Civic Partner’s Annual Update 2013

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Prepared April 2013

CIVIC PARTNERS ANNUAL UPDATE 2013

CALGARY PUBLIC LIBRAR


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Civic Partners Annual Update 2013

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CONTENTS

Introduction ................................................................................................................................................................... 3

2012: The Year in Review .............................................................................................................................................. 4

Key Achievements in 2012 ............................................................................................................................................. 5

Renewing the Heart An Inspired and Inspiring Catalyst ......................................................................................... 5

Transforming Service Delighted Customers............................................................................................................ 5

Connecting Community Engaged Citizenry ............................................................................................................. 6

Building Capacity A Resilient Organization ............................................................................................................. 7

Summary of Activity Levels for 2012 ............................................................................................................................. 8

Awards and Recognition ................................................................................................................................................ 9

A. Triple Bottom Line ............................................................................................................................................... 10

Economic.................................................................................................................................................................. 10

1. What were the key activities and results for your organization that contributed to Calgarys economy in

2012? ................................................................................................................................................................... 10

2. What key results did your organization achieve that contributed to creating a city where people want to

invest and live in 2012? ....................................................................................................................................... 10

3. If your organization has the care and control of a City asset, what activities did your organizationundertake to sustain the infrastructure? ............................................................................................................ 11

Environment............................................................................................................................................................. 12

1. What were the key environmental activities and results for your organization in 2012? ......................... 12

2. How did your organization work to reduce your consumption of resources, or the consumption of

resources consumed by Calgarians and businesses, and the accompanying ecological footprint on the

environment in 2012? ......................................................................................................................................... 12

Social........................................................................................................................................................................ 13

1. How has your organization contributed to the health and well-being of Calgarians in 2012? .................. 13

2. How has your organization contributed to the development of Calgarys culture in 2012? ..................... 13

3. What is your organization doing to respond to the changing demographics in Calgary? ......................... 13


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B. Councils Fiscal Plan (2012-2014) ........................................................................................................................ 15

1. What progress has your organization made in 2012 on the priorities you identified in your 2011 annual

report submission that will support Councils Fiscal Plan for Calgary? ............................................................... 15

2.

Please report on the indicators and targets you use to evaluate your performance as an organization

through 2012-2014? ............................................................................................................................................ 16

3. How will your organization work towards restraining expenses and seeking efficiencies? ...................... 16

4. How will your organization use the funding and assets provided by The City to leverage additional

resources and supports (financial, in-kind, volunteer, through partnerships, other)? ....................................... 17

5. What are the greatest challenges your organization will face in the next two years and what are your

plans to address those challenges? ..................................................................................................................... 17

6. What are the greatest opportunities for your organization in the next two years and how do you plan on

capitalizing on those opportunities? ................................................................................................................... 19

What plans does the Calgary Public Library have that support Councils priorities in 2013? ..................................... 21

Renewing the Heart: The New Central Library Project ............................................................................................ 21

Transforming Service ............................................................................................................................................... 21

Connecting Community ........................................................................................................................................... 21

Building Capacity ..................................................................................................................................................... 21

How does the Calgary Public Library support other council priorities? ...................................................................... 22

Ensuring every Calgarian lives in a safe community and has the opportunity to succeed ...................................... 22

Investing in great communities and a vibrant urban fabric ..................................................................................... 22

Moving people and good throughout the city efficiently and sustainably .............................................................. 23

Making Calgary the best place in Canada for a business to start and flourish ........................................................ 23

Appendix: Celebrating 100 Years of Service to Calgarians


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INTRODUCTION

Through a broad range of services and programs, the Calgary Public Library inspires the life

stories of Calgarians of every age, ability, origin, and financial capacity. Providing a diverse

range of resources for information, learning, inspiration, and enjoyment, the Library is proud of

its 100 years of service excellence.

2012 also marked the launch of a new century of service. The Calgary Public Library, in

collaboration with The City of Calgary, undertook extensive public engagement, exemplifying

the principles that will define future services: greater community engagement and

collaboration, an interactive approach to service delivery, and integration of new technologies.

The successful public engagement resulted in over 16,000 Calgarians voicing their opinions and

Inspiring the Next Chapter of library service.

Today, the Calgary Public Library is an integrated network of 18 locations throughout the city

working together to develop, implement, and evaluate services that meet the needs of the

growing and increasingly diverse population of Calgary. These locations are lively, animatedaction centres containing rich resources, including materials in a wide variety of print and digital

formats; public access computer workstations; wireless access to the Internet; educational and

recreational programs; special services for members of vulnerable populations; and

knowledgeable and well-trained staff. Among the Librarys most valuable assets and offerings is

welcoming and safe space: for family outings; for teens to hang out; for seniors to socialize; and

for Calgarians of every background to meet and collaborate.

The Calgary Public Librarys mission positions it at the nexus of City Councils priorities, with the

result that the Library is strategically and physically situated to play a large and important role

in community life in Calgary. The Library is the vibrant heart of a great city and looks forward to

the next 100 years.


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2012: THE YEAR IN REVIEW

2012 marked the first year ofLaunching a New Century of Service, the Librarys Strategic Plan

for 2012 to 2014.

The table below summarizes the Plans four broad strategic directions, key action areas, andexpected outcomes.

As the information summarized below shows, outstanding work in every area of library

operations took place in 2012. Building on the successes of its first century of service, the

Calgary Public Library is well positioned to inspire life stories: as a visible symbol of democracy;

as an organization that ensures openness and universal access; as a champion of literacy in

every form; as a supporter of learning and growth at every life stage; and as a community-

builder, connector, and gathering place.


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KEY ACHIEVEMENTS IN 2012

RENEWING THE HEART AN INSPIRED AND INSPIRING CATALYST

A New Central Library for a New Century of Service:

Developed the vision for the project in consultation with the Library Board. The vision

was confirmed through citizen focus groups.

In collaboration with The City of Calgary, implemented an extensive public engagement

which gathered the opinions of more than 16,500 Calgarians.

Worked with consultants and The City to develop the Operational Review and

Functional Profile for the New Central Library, as well as the Master Program.

Began developing the detailed Functional Program, based on community engagement

findings and input from staff.

Supported the development of the CS & PS Report, Progress Update on the New Central

Library Project(PFC2013-0223), which was approved by City Council in 2013.

TRANSFORMING SERVICE DELIGHTED CUSTOMERS

Make it Fun:

Celebrated the Librarys 100th

birthday with a suite of activities across the system.

[Please see the Celebrating 100 Years of Service to Calgarians Appendix for more

details.]

Conducted the third annual One Book, One Calgary, a reading and community

engagement initiative.

Created the Century Homes legacy database, which compiles research on the 500

houses that were included in the award-winning Century Homes Calgaryproject.

Make it Easy:

Implemented simplified borrowing rules and procedures.

Developed the service concept for the NW Library, which will serve as a model for future

service alternatives in multi-use facilities.

Make it Yours:

Published NextReads newsletters, which alert subscribers to great reads available at the

Library. Launched the new Enterprise catalogue overlay, which provides better search features,

giving better results. The new catalogue also has additional content including author

read-alikes, discussion guides, and recommended reads.


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Make it Matter:

Extended the reach of service in the northeast with the official opening of the

Saddletowne Library. Close to 7,000 Calgarians became new cardholders.

Re-imagined service in the Bowness area with the relocation of the Bowness branch.

The opening of the new location resulted in significant increases in library memberships(225%) and circulation (23%) for the Bowness Library.

Launched the Card for Every Childcampaign, an initiative supported by Calgary public,

Catholic, charter, and private elementary schools.

Expanded the Digital Literacy in the Communityprogram, including offering classes at

the Calgary Remand Centre.

Launched the Sun Life Financial Arts + Culture Pass program, which provides access to

tickets for a variety of events to low income Calgary families.

Implemented Settlement Services desks, funded by Citizenship Immigration Canada, at

five locations (Village Square, Saddletowne, Shawnessy, Forest Lawn, and Central) with

enhanced partnerships arrangements with Calgary Catholic Immigration Society, CalgaryImmigrant Womens Network, Immigrant Services Calgary, Bridge Foundation, and

Centre for Newcomers.

CONNECTING COMMUNITY ENGAGED CITIZENRY

Everywhere You Are:

Released the mobile website and kids micro-site.

Launched the Southwood and Forest Lawn Community Gardens.

Making New Friends:

2,100 volunteers, in nearly 4,000 placements, supported library activities including the

Librarys 100th

Birthday celebrations and fundraising activities undertaken by the Calgary

Public Library Foundation.

Created new roles for volunteers, such as performing as the Library Mascot, Curious,

and its handler, as well as opportunities to participate in the creation of the Welcome to

the Calgary Public LibraryDVD and to support New Central Library public engagement

activities.

Established a system Youth Advisory Council.

Established the Partnership Committee to streamline partnership development and

manage partnership practices across the system.

Telling Our Story:

Were active participants in the community coalitions for the Early Childhood Mapping

project, Calgary Poverty Reduction Initiative, and Native Information Exchange.

Were invited to join the Calgary Local Immigration Partnership Strategic Council.


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BUILDING CAPACITY A RESILIENT ORGANIZATION

Strengthen the Core:

Implemented labour-saving automated materials handling systems, including

automated book chute and sortation equipment, at the Crowfoot and SaddletowneLibraries. This project was identified by The City of Calgary as an example of

Transforming Government.

Prepared collections at the Signal Hill, Saddletowne, Crowfoot, Shawnessy, and Fish

Creek Libraries for the expansion of automated materials handling.

Freed staff from routine transactions to focus on value-added customer services

through the promotion of self-checkout out.

Governance Matters:

Changed the Library Board recruitment process, which led to the appointment of 4 new

Board members from diverse backgrounds.


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SUMMARY OF ACTIVITY LEV

Customer Facing Activities:

In-Person Visits:

With 5,724,008 in person visits i

attended the zoo, all museums,

Meadows, all music concerts, th

baseball, and soccer games com

Events:

There were 12,019 events held

attendance of 337,385 thats a

28% increase over 2011, reinfor

our service.

Technology Use:

In-Library Computer Sessions pe

Wireless Connections per year CPL Website Visits 5,400,047

Circulation:

There was a 4% increase in total

increasing, percentage of total c

use of self-checkout by library c

In-Lib

Sessi

I

CPE-Book Circulation,

628,568

E-Library Visits,

509,015

Wireless Connectio

282,893

Event Attendan

337,300


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ELS FOR 2012

n 2012, more people visited the Calgary Public

Heritage Park, Fort Calgary, all theatre perform

e Calgary Stampede, and all professional hocke

bined! This statistic reflects a 7% increase over

t Calgary Public Library branches in 2012, with

lmost a third of the citys population! This stati

ing the notion that books and materials are on

r year 677,782

282,893

circulation over 2011. E-book usage remains a

irculation: 3.5% in 2012 as against 1.9% in 201

stomers increased by 12% over 2011.

Physical Item

Circulation,

17,121,718

In-Library Use of Print

Resources, 2,599,192

rary Computer

ons , 677,782

n-Person Visits,

5,724,008

L Website Visits,

5,400,047

s,

e, Staff-Mediated

Questions, 3,397,056

Library than

ances, Spruce

y, football,

2011.

a total

stic reflects a

ly one aspect of

modest, yet

. In addition,

Total:

36,049,011


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AWARDS AND RECOGNITION

In 2012, the Library received the following awards and recognition:

Calgarys Child Publishers Award of Distinction The Library received this award in

recognition of how fully and completely the Library is woven into the lives of childrenand how it enhances the quality of family life in our community.

Calgary Nonprofit Innovation Award from the Calgary Chamber of Voluntary

Organizations - The Library was presented with an Innovation Award for its version of

Dragons Den: a new internal process to stimulate creativity across the organization and

engage employees. The winning proposal was for the production and publication of a

Welcome to the Calgary Public LibraryDVD. This DVD is now available in 18 languages

and provides newcomers with a video introduction to library services.

Calgary StampedesBest Miscellaneous Costume AwardMore than 350,000 live

spectators and a million television viewers worldwide watched our Stampede Paradeentry complete with show-stopping storybook characters, boot-stomping beats,

sparkling cowboy regalia, and a custom Inspiring Life Stories float on July 6. The

Librarys energetic staff volunteers earned the well-deserved Best Miscellaneous

Costume Award.

Governor Generals History Award for Community ProgrammingThe Calgary Heritage

Initiative Societys Century Homes Calgaryproject won a Governor Generals History

Award for Community Programming. The award honours excellence in educational and

public programming. The project engaged citizens in researching 500 century-old

Calgary homes, with the resulting digital database housed at the Calgary Public Library.

Volunteer Calgarys Leader of Volunteer Engagement Award This award is designedto recognize programs, events, or projects that support the mission and goals of the

organization, engage volunteers in work which is both strategic and innovative, and

promote effective volunteer engagement. The Library received this award for the Living

Libraryprogram.

As well as:

First Calgary Financials Community Vision Award (Runner up) -This award recognizes

an individual or organization that has promoted or enhanced the lives of Calgarians

through work within the local voluntary sector. The nomination was submitted on

behalf of all Calgary Public Library volunteers who are engaged in various Library

programs which positively impact the lives of Calgarians.

The Calgary Public Librarys Teen Zone, Readers Nook, and Careerblogs were featured

among Calgarys top community group blogs in the Calgary Herald.


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A. TRIPLE BOTTOM LINE

ECONOMIC

1. WHAT WERE THE KEY ACTIVITIES AND RESULTS FOR YOUR ORGANIZATION THATCONTRIBUTED TO CALGARYS ECONOMY IN 2012?

The Library continued to contribute to Calgarys economy in a variety of ways:

As an employer. The Library employs 900 staff members in a variety of full-time, part-

time, and substitute positions. Many of these positions represent that all important first

formal job for dozens of young Calgarians and for many more who are new to Calgary or

Canada.

Through planned facility construction activity, including projects at the Shawnessy, Nose

Hill, and Central Library locations.

By equipping Calgarians with 21

st

century literacy skills, including health, financial,digital, cultural, and civic engagement literacies.

By expanding and enhancing technological capabilities that enable public access and

facilitate essential skill development, especially for vulnerable populations.

By focusing on families as the foundation of strong communities.

By helping immigrants settle and adjust to life in Calgary.

By providing convenient access to business plans, marketing information, and research

data as well as specialized programs and services that support local businesses and

entrepreneurs.

By offering a repertoire of job finding supports and programs for Calgarians, including

the successful Career Coaching and Strategic Networking programs.

By collaborating and partnering with a wide range of community organizations,

including: municipal and provincial levels of government and their individual business

units; educational, health, business and cultural institutions; public sector and not-for-

profit agencies serving vulnerable populations; public and private sponsors; and, other

libraries, to deliver services and programs.

2. WHAT KEY RESULTS DID YOUR ORGANIZATION ACHIEVE THAT CONTRIBUTED TO

CREATING A CITY WHERE PEOPLE WANT TO INVEST AND LIVE IN 2012?

The Calgary Public Library is the most heavily utilized public facility in Calgary. During 2012,

5,724,008 people visited the Library in person and 5,400,047 people visited the Libraryswebsite. These customers borrowed 17,121,718 items and asked 3,397,056 questions. In

addition, 337,385 people attended the 12,019 events that were held at Calgary Public

Library branches in 2012.

Every day the Calgary Public Library makes a difference in the lives of individual Calgarians

by offering support for learning and growth at every life stage. More than ever before,

Calgarys public libraries are gathering places and action centres for community


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engagement. The Library contributes to creating a city where people want to invest and

live, because it is a vital, trusted, highly-valued, and well-loved community asset.

3. IF YOUR ORGANIZATION HAS THE CARE AND CONTROL OF A CITY ASSET, WHAT

ACTIVITIES DID YOUR ORGANIZATION UNDERTAKE TO SUSTAIN THEINFRASTRUCTURE?

The Calgary Public Library operates 18 branches, 16 of which are owned by The City and 2 of

which are leased from the private sector. The total space under Library stewardship

(including a shop and warehouse) is 470,003 square feet. In addition, the landscaping and

snow removal at most of these sites is carried out under the direction of the Library.

New facilities are constructed to high LEED building standards. The Library currently has 5

LEED buildings. The Signal Hill renovation received LEED Gold certification in 2012.

Major renovations were undertaken at Shawnessy Library as well as minor renovations on

the Main Floor (as a result of the LRT station redevelopment) and Third Floor (as a result ofthe fire in September) of the Central Library. Outstanding deficiencies were addressed at

the Saddletowne Library and the roof was replaced at the Nose Hill Library.

The new location of the Bowness Library opened on October 1st

. The bright, spacious, and

welcoming branch is a source of pride for Bownesians.

The Library has an extensive and comprehensive long-range facility maintenance and

renovation program that ensures that all of these sites are accessible, safe, and welcoming

for customers and staff alike. Routine maintenance is funded from the Librarys annual

operating budget. In 2012, $1.4 million (less $527,000 insurance payout) was spent in this

area.

Large maintenance items and extensive renovations are funded from a facility reserve

dedicated to this purpose. This reserve has been and continues to be funded by planned

contributions from annual operating budgets and from operating budget surpluses as they

arise. These funds are augmented by grants from various provincial and federal

infrastructure assistance programs as available. In 2012, and continuing for a further two

years, The City made available a lifecycle replacement fund that The Library uses to fund

larger projects that are beyond its current funding capacity. This fund has allowed for a roof

replacement and major modernization project to be undertaken at Fish Creek Library this

year. The Library Board is grateful for this important support and looks forward to its

continuing renewal.

Larger projects, and non-lifecycle needs, are submitted through the CPRIIP process as

unfunded capital projects or service delivery transformation opportunities.


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ENVIRONMENT

1. WHAT WERE THE KEY ENVIRONMENTAL ACTIVITIES AND RESULTS FOR YOUR

ORGANIZATION IN 2012?

The Calgary Public Library is committed to being a leader in environmental stewardship. In

2012 we:

Piloted community gardens at the Forest Lawn and Southwood Libraries in collaboration

with community partners and sponsors.

Installed an energy efficient roof at Nose Hill Library.

Ensured that ongoing renovations and maintenance of facilities contributed to a

reduced environmental footprint.

Developed a supplier sustainability questionnaire to be included in all competitive

bids/contracts.

Cultivated green partnerships and sponsorships, such as the Alberta Beverage ContainerRecycling Corporations sponsorship ofEcopalooza.

Reduced staff travel by increasing the use of webinars and videoconferencing for

training and recruitment.

Continued vermicompost at the Nose Hill and Crowfoot Libraries.

2. HOW DID YOUR ORGANIZATION WORK TO REDUCE YOUR CONSUMPTION OF

RESOURCES, OR THE CONSUMPTION OF RESOURCES CONSUMED BY CALGARIANS

AND BUSINESSES, AND THE ACCOMPANYING ECOLOGICAL FOOTPRINT ON THE

ENVIRONMENT IN 2012?

During 2012, to reduce the Librarys ecological footprint:

0.78 metric tonnes of organics,

7.28 metric tonnes of plastic, and

105.50 metric tonnes of paper and cardboard were recycled.

In addition, the Calgary Public Library enabled Calgarians to reuse through borrowing, or

to access virtually, over 2.1 million items in a wide variety of formats, including online

newspapers and magazines, and e-books. Calgarians saved more than 1,300 trees in 2012

by borrowing materials from the library rather than buying them. Furthermore, remote

access to digital resources and a growing number of virtual service points enabled

Calgarians to use the Library without having to travel to a physical location.

The Calgary Public Library also plays a significant role in supporting eco-literacy, helping

Calgarians of all ages become more informed about the environment. Library collections

contain many different kinds of resources on environmental topics and the Library offers, in

partnership with The City of Calgary and other community agencies, a large number of

green-themed public education programs, including the Mayors 20-Minute Makeover

challenge and Environment Expo.


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The third annual Ecopalooza Green Family Fair, sponsored by the Alberta Beverage

Container Recycling Corporation, continues to be a signature green event with

programming at the Central, Fish Creek, and Saddletowne Libraries. A highlight of the 2012

fair was the Voices of Nature concerts, during which 175 Grade 1 to 4 students sang songs

of environmental stewardship.

SOCIAL

1. HOW HAS YOUR ORGANIZATION CONTRIBUTED TO THE HEALTH AND WELL-BEING

OF CALGARIANS IN 2012?

2. HOW HAS YOUR ORGANIZATION CONTRIBUTED TO THE DEVELOPMENT OF

CALGARYS CULTURE IN 2012?

3. WHAT IS YOUR ORGANIZATION DOING TO RESPOND TO THE CHANGING

DEMOGRAPHICS IN CALGARY?

The Calgary Public Library recognizes and reflects the values and diversity of our

community. We celebrate inclusion and ensure that there are resources, programs,

services, and spaces for Calgarians of every age, ability, origin, and financial capacity. The

result is more meaningful connections for Calgarians: to each other and across generations,

to the community, to the province, to the country, and to our shared world.

In addition, the Library is open and accessible to all, the only entrance requirement being

interest. In a very real sense, the Library plays a key role as a community deficit fight and

this is especially true for lower-income Calgarians. On average, every Calgary Public Library

cardholder saves about $1,700 each year by borrowing instead of buying materials.

Thanks to collaboration with a large number of community partners, we were able to host

12,000 events, including a wide variety of literacy, technology, and cultural programs,

attended by 337,400 Calgarians in both library and community locations. Children, teens,

parents, and caregivers attended 8,500 programs, featuring innovative program models like

Parent Child Mother Goose and Its a Crime Not to Read. The Library has also increased the

number and variety of programs offered during the critical after school hours, including

gaming for kids and teens, and literacy support programs such as Reading Buddies,

Computer Buddies, and Story Pals, a program where struggling young readers read aloud to

dogs and their owners from the Pet Access League Society.

At the Central Library, a number of themed larger-scale events were held, allowing

Calgarians to explore an area of interest more deeply. Themes covered a wide range of

subjects: from health to heritage, food to the arts. These events drew Calgarians from all

parts of the city, animating the downtown core on evenings and weekends.

In November, the Library launched the third annual One Book One Calgaryinitiative.

Designed to promote reading and build a sense of community by bringing people together

through books, One Book One Calgarycreated a shared experience of reading among a wide

spectrum of people, stimulated civic engagement and connection among these Calgarians,


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and served as a catalyst to champion the importance of reading, discussion, and public

discourse. 61 programs and 32 Pop-Up Awesome events were planned. Highlights included

a launch event during which Kris Demeanors presented a poem for the Librarys 100th

birthday, an Awesome Calgarys Thousand Dollar Thursday event, and an author event with

Lloyd Robertson.

Throughout 2012, Library locations played host to a variety of cultural events, including

author readings, dramatic performances, and a series of community concerts. In addition,

the Library hosted Brian Brennan as the Writer-in-Residence at the Memorial Park Library.

With Calgary 2012 grant funding and support, the Library developed theArts on the Go!

Words on the Move! program, the Century Homes legacy database, and the Sun Life

Financial Arts + Culture Pass.

The Library maintains and continues to expand a very active volunteer program, currently

placing volunteers in a variety of settings in support of literacy, digital literacy, language

learning, career, and other skill development programming. In 2012 volunteers contributed

almost 45,000 hours, an increase of nearly 14% over 2011. Volunteers from diversebackgrounds in particular appreciate the opportunity to engage with and give back to their

new community.

Every day the Calgary Public Library makes a difference in the health and well-being of

Calgarians as well as avidly participates in and supports a wide range of cultural activities in

Calgary.


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B. COUNCILS FISCAL PLAN (2012-2014)

1. WHAT PROGRESS HAS YOUR ORGANIZATION MADE IN 2012 ON THE PRIORITIES YOU

IDENTIFIED IN YOUR 2011 ANNUAL REPORT SUBMISSION THAT WILL SUPPORT

COUNCILS FISCAL PLAN FOR CALGARY?

Ensuring every Calgarian lives in a safe community and has the opportunity to succeed

The Library provides a safe and welcoming public space for all Calgarians to enjoy,

whether a library cardholder or not.

Resources for learning, including collections, programs, and services are designed to

help Calgarians of every age, ability, ethnic origin, and financial capacity.

Library programs help Calgarians develop a sense of community, because they are

opportunities for Calgarians to get to know each other.

A host of customized learning opportunities are made available to members of

vulnerable populations.

Investing in great communities and a vibrant urban fabric

The Library is looking forward to being a part of three of the major recreational

facilities to be built in the next few years. A concept for the NW Library service point

(Rocky Ridge Regional Recreation Centre) was developed and will serve as a model

for future service alternatives in multi-use facilities.

The Library invested in the lifecycle maintenance of our infrastructure, including the

replacement of the roof at the Nose Hill Library as well as major and necessary

minor renovations at the Shawnessy and Central Libraries, respectively.

The Library invested in green space by establishing community gardens at the

Southwood and Forest Lawn Libraries.

In collaboration with The City, planning for the new Central Library reached several

important milestones.

Moving people and goods throughout the city efficiently and sustainably

The Librarys delivery system of materials across the city ensures that our resources

are made available to all Calgarians at the time they want them. We ensure the

efficient use of our resources by using sustainable methods of transportation.

Floating World Language, audiovisual, paperback, and New & Notable collections -

i.e. these items circulate from the locations where they are returned, rather than

being transported to their home locations helps to reduce deliveries and refreshescollections on a daily basis.

Making Calgary the best place in Canada for a business to start and flourish

The Library plays an essential role in supporting literacy from a very early age, which

directly supports the ability of Calgarians to be successful contributing citizens in the

knowledge economy.


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As an established knowledge institution, the Library is the place to learn in a digital

age and provides Calgarians with context for sense-making in our complex world.

The Library played a vital role in contributing to the high quality of life enjoyed by

Calgarians, helping make the city a place of choice in a talent war for professionals.

The Library assists entrepreneurs and career-changers of all age groups.Becoming a more effective and disciplined organization

The Library is a recognized leader in the library community on a regional, national,

and international level.

We have implemented several internal initiatives with the goal of stimulating

creativity, fostering a community of innovative practices amongst our staff, and

encouraging innovation, including our own version ofDragons Den. The Library has

demonstrated that in order to be truly innovative, ideas must come from all levels of

the organization.

2. PLEASE REPORT ON THE INDICATORS AND TARGETS YOU USE TO EVALUATE YOUR

PERFORMANCE AS AN ORGANIZATION THROUGH 2012-2014?

The Library uses:

Qualitative and quantitative measures to evaluate our performance as a library,

including usage, customer satisfaction, and market penetration,

Outcomes in our strategic plan, Launching a New Century of Service:

Renewing the Heart: An Inspired and Inspiring Catalyst

Transforming Service: Delighted Customers

Connecting Community: Engaged Citizenry

Building Capacity: A Resilient Organization, and Benchmark comparisons with other libraries.

3. HOW WILL YOUR ORGANIZATION WORK TOWARDS RESTRAINING EXPENSES AND

SEEKING EFFICIENCIES?

The Library:

Identifies and implements best practices.

Formally benchmarks all operations and activities.

Conducts internal audits of library operations.

Uses technology to eliminate many labour-intensive transactions, liberating staff tofocus on a dynamic, value-added service for Library customers. Without staff

assistance, customers can now:

Check out their own materials in the 10 largest Library locations, enjoying

privacy and convenience;

Place holds, renew materials, ask questions, pay late fees, and register for

library programs from computers and mobile devices; and


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Automatically check-in the materials theyve borrowed at 3 locations, where

specialized equipment sorts the returned materials and deposits them into

bins, depending on where the item is needed next.

Is a member of a public sector purchasing consortium, which enables the Library to

purchase items at lower costs.

Is relocating parts of IT to The Citys data centre.

Has lowered the cost of insurance through collaboration with The City.

Uses external service providers for some functions, including cleaning and security.

4. HOW WILL YOUR ORGANIZATION USE THE FUNDING AND ASSETS PROVIDED BY THE

CITY TO LEVERAGE ADDITIONAL RESOURCES AND SUPPORTS (FINANCIAL, IN-KIND,

VOLUNTEER, THROUGH PARTNERSHIPS, OTHER)?

The Library:

Has established a Partnership Committee to streamline partnership development

with the goal of increasing the number and scope of community partnerships in

education, health, arts, and culture as well as manage partnership practices across

the system.

Has expanded the capacity of the Calgary Public Library Foundation to diversify and

grow new revenue streams:

- Over $1.6 million raised in the last year, provided nearly $600,000 to Library

projects;

- Your Card the worlds first customized Library Card is available for $100

on www.goodREAD.cawith Mayor Nenshi as the spokesperson; and

- They developed the Annie Davidson Founders Society for donor stewardship.

Is making applications for grants from other levels of government and foundations,in support of capital and other special projects, including for funds which can be

matched.

Continues to expand opportunities for volunteers to contribute to the work of the

Library and the Calgary Public Library Foundation.

Is living the promise we make in our Strategic Plan: to be good stewards of the

resources entrusted to us.

5. WHAT ARE THE GREATEST CHALLENGES YOUR ORGANIZATION WILL FACE IN THE

NEXT TWO YEARS AND WHAT ARE YOUR PLANS TO ADDRESS THOSE CHALLENGES?

Simultaneous Changes Impacting all Areas of the Library:

Technology

Publishing and e-books

Society and demographics
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Like the rest of society, the Library is facing a period of constant and simultaneous change.

This change has a direct impact on all operating areas of the Library. There is perhaps no

more comprehensive driver of change in the Library over the next few years than

technology. Much has already happened, as e-books and e-readers have entered the

mainstream. The Library is also facing challenges acquiring e-content, as some mainstream

publishers are choosing not to sell their material to libraries. In terms of service delivery,

these new formats and devices are merely the beginning. A deeper study of trends in

technology reveals unprecedented opportunities to reach customers in new ways and to

transform the ways in which library work is completed.

At the same time as this rapid technological change, the population of the Librarys service

area is projected to increase to over 1.3 million by 2023 and to over 1.6 million by 2043

(from 1.1 million today). Underlying this growth are significant trends for library planning:

The number and proportion of young children and youth will increase significantly

over the next ten years;

The number and proportion of seniors will increase even more significantly, whilethe working-age population is relatively flat;

60% of this growth will come from net migration, mostly from regions in Asia and

South East Asia; and,

City planning will attempt to locate the majority of this growth into established

areas, rather than into suburban greenfields.

Lifecycle Replacement and Infrastructure Needs:

Maintaining our assets

Growth in Calgary

Ongoing maintenance and replacement activity of existing Library space is essential to

maintain standards of safety, efficiency, functionality, and comfort. Many of the Librarys

existing branches are small, overcrowded, and operating at over-capacity levels. The roof at

the Fish Creek Library, the systems largest branch location, is at the end of its lifecycle and

will be replaced in 2013.

The community of Calgary continues to grow, spread outward, and increase in its diversity.

At the same time, usage levels are trending upward, resulting in additional demands for

collections, programs, and services. The core central functions that support essential system

operations are presently at capacity, but will be strengthened with the development of the

new Central Library.

Even as we emerge from an unstable economic climate, more and more Calgarians are

turning to the Library: to borrow books and DVDs, instead of buying or renting; to attend

free cultural programs; to get job search and career advice from expert volunteers; to learn

new computer skills; to practice speaking English in ESL Conversation Clubs; to participate in

family-friendly events; or to simply find meaning in an increasingly complex and noisy

world.


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Increases in use and use by new customers are welcomed, but place significant pressure on

resources already stretched to their limits. The inclusion of the Library in planned regional

recreation centres will help the Library respond to growing service demands.

Staffing Changes:

Like many organizations, the Library is positioning itself to meet anticipated staffing

challenges and transitions. We foresee a more competitive work environment where

recruiting staff with the necessary expertise to capably handle the simultaneous changes

mentioned above will increasingly become more difficult. As a result, we are investing in the

training, coaching, and mentoring of current staff in order to ensure that they are able to

take on leadership and management roles in the future. The most effective organizational

structure as well as the essential skills required to deliver 21st

century library service are not

the same as those required in the past.

In addition, many staff members in leadership positions are nearing retirement age, so it is

likely the Library will see turnover at a rate we have not experienced previously. Effectivechange management is essential in assisting staff at all levels through transition periods.

6. WHAT ARE THE GREATEST OPPORTUNITIES FOR YOUR ORGANIZATION IN THE NEXT

TWO YEARS AND HOW DO YOU PLAN ON CAPITALIZING ON THOSE OPPORTUNITIES?

New Central Library:

To continue an outstanding record of community service, The City of Calgary, the Calgary

Public Library Board, and Calgary Public Library staff have made a commitment to build a

new Central Library with the size, capabilities, and features to meet the needs of one of

Canadas fastest growing cities.

We have extensively reviewed the experiences of other public libraries around the world

and know that a new Central Library is a powerful community development tool, a people

magnet, and a catalyst for economic growth. Today, new central libraries in cities as

diverse as Montreal, Seattle, and Amsterdam are attracting customers in record numbers as

well as tourists and business visitors.

We believe Calgarys new Central Library will renew the heart and hub of our library system

and strengthen library services throughout the city, as well as create a vibrant downtown

destination and a source of great civic pride.

In addition to creating a facility that is open for all and reflects the creative culture of this

dynamic city, the new Central Library will define library service of the future. It will alsoprovide a unique opportunity to contribute to the cultural, social, economic, and physical

regeneration of Calgarys downtown East Village.

The New Central Library will achieve its vision To Inspire All and will play an important role

as:

1. centre of the community;

2. civic landmark and source of pride;


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3. cornerstone for life-long learning;

4. cultural destination;

5. agent for community building, social inclusion and engagement;

6. economic engine and catalyst; and

7. heart and hub of a dynamic library system.

New Service Points:

In addition to a new community branch in Symons Valley, the Library is looking forward to

its inclusion in the planned recreations centres in Seton, Quarry Park, and Rocky Ridge. The

Rocky Ridge location, in particular, will provide the opportunity to implement a different

model of service delivery using technology such as book vending machines for customer

holds. These new locations will go some way to addressing the needs of Calgarians, but with

the anticipated continuing growth in Calgarys population and development plans for both

established communities and new suburbs, additional library locations will be needed. To

actively shape its future, the Library continuously pilots and evaluates services in existing

locations.

Transforming Service:

Transforming service is a key action area in 2013 and beyond. The Library is committed to

working towards our plan ofMake It Fun, Make It Easy, Make It Yours, and Make It Matter

for Library customers. While technology can act as an obstacle in some instances, in others

it is the enabler the perfect tool to allow the Library to reduce barriers to all modes of

customer contact.

The introduction of new self-checkout units, automated check-in chutes, automated

materials handling equipment, and the expansion of other self-service capabilities, will

enable the Library to remain responsive to rising levels of library use, while improving the

services that it provides, and will accelerate the transformation of staffing models.

Leadership Changes:

In 2012, changes to the Library Board recruitment process led to the appointment of four

board members from diverse backgrounds, who have brought new insights and ideas to

help the Library chart a second century of service. 2013 will bring the appointment of a new

Chief Executive Officer. With passion, respect, and integrity, the successful candidate and

current library staff will work hard every day to achieve the Librarys goal of being the

vibrant heart of a great city.


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WHAT PLANS DOES THE CALGARY PUBLIC LIBRARY HAVE THAT SUPPORT

COUNCILS PRIORITIES IN 2013?

2013 is the second year of the Librarys new Strategic Plan, Launching a New Century of Service.

In accordance with that plan, the emerging agenda for 2013 is:

RENEWING THE HEART: THE NEW CENTRAL LIBRARY PROJECT

Continue public engagement

Support design process options review and design procurement process

Support completion of detailed functional program

Launch capital campaign for Calgarys Library (Library Foundation)

TRANSFORMING SERVICE

Develop and implement a signature early literacy strategy

Enhance services for readers, new Canadians, and financially-barriered customers

Design and implement information services for a new era

Develop concept for the Library of Tomorrow

Review hours of opening

Review roles and functions of adult programming

Conduct operational audit of Library programming and events promotion

CONNECTING COMMUNITY

Introduce a range of mobility initiatives and tools to support information services,

management functions, and work-from-home options

Enhance digital literacy programs and services

Expand partnerships with post-secondary institutions, school boards, and arts and

culture organizations

BUILDING CAPACITY

Complete Asset Management Plan

Develop strategy to increase municipal funding for high-priority services and programs

Operationalize the Librarys risk management strategy Complete software upgrades to support financial, asset management, and other critical

functions

Build and implement SharePoint site to enhance collaboration and share best practices

across the library system

Reexamine role and functions of non-managerial librarian positions

Develop fundraising priorities for Calgary Public Library Foundation


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HOW DOES THE CALGARY PUBLIC LIBRARY SUPPORT OTHER COUNCIL PRIORITIES?

ENSURING EVERY CALGARIAN LIVES IN A SAFE COMMUNITY AND HAS THE OPPORTUNITY

TO SUCCEED

C4. Ensure people feel safe in public spaces and on public transit.

The Library is open for all, welcoming users of every ability, ethnic origin, and financial capacity

into public spaces that are friendly, trusted, and neutral.

Behaviour in the Library is governed by the Calgary Public Library Board Use of the LibraryBy-

Law, which, in conjunction with the Librarys Code of Conduct, ensures a positive Library

experience for everyone.

C8. Establish a 10-year plan on reducing poverty, using the 10-year Plan to End Homelessness

as a model, engaging community partners and other levels of government; and including a

commitment to streamlining city processes for nonprofit organizations and community

partners.

The Library is an important source of support for many types of vulnerable populations,

including low-income families, and through its services provides a welcoming path to

empowered citizenship. For example, Library customers can attend Tax Clinics at Library, a

program where low-income Calgarians can receivefree, one-on-one help filing personal taxes,

and Money Matters, a financial literacy program for low-literacy adults. In addition, early

literacy programs provide parents with the tools to help their children bridge the poverty gap.

In addition, the Library held a workshop to identify the impact of poverty on public libraries and

develop strategies to support poverty reduction and address gaps. These strategies were

submitted to the Calgary Poverty Reduction Initiative.

INVESTING IN GREAT COMMUNITIES AND A VIBRANT URBAN FABRIC

P4. Build more recreation facilities, including four major facilities, considering P3 Canada

funding, while maintaining current facilities.

The Library will draw on the successes of current Calgary Public Library locations in multi-use

facilities (i.e. Country Hills, Shawnessy, Saddletowne, and Village Square), as the locations in

future Seton and Quarry Park recreation centres as well as the innovative service point in Rocky

Ridge recreation centre are planned.


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MOVING PEOPLE AND GOOD THROUGHOUT THE CITY EFFICIENTLY AND SUSTAINABLY

M7. Review the long-term parking strategy and the role of the Calgary Parking Authority.

The most recently constructed branches, and the next three approved branches, have been

constructed as part of multi-purpose facilities, in well-located areas within communities, on

existing traffic routes in conjunction with other community facilities to facilitate one-stop

convenience.

M11. Invest in better commuter cycling infrastructure throughout the city.

All library locations are accessible by bicycle and are equipped with bicycle racks for our

customers.

MAKING CALGARY THE BEST PLACE IN CANADA FOR A BUSINESS TO START AND FLOURISH

B2. Facilitate business success rather than regulate business activity.

In addition to providing access to business plans, marketing information, and research data, the

Library hosts programs on contract work, employment law for small business owners, and

entrepreneurial success stories as well as workshops on creating business plans.

B4. Support strategies to attract and retain global talent and investment in Calgary.

The information economy requires a trained and continuously learning workforce that is

supported in many significant ways by the Librarys services and programs. This begins with the

support and assistance that the Library provides for that most basic of all skills literacy and

extends into all phases and stages of life. In a world that is increasingly competing for scarce

human capital, the presence of a vibrant and dynamic public library system is regarded as a

major draw in a creative, world class city.


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For more information about Calgary Public Library, please visit our website:

calgarypubliclibrary.com

Or contact us at:

Calgary Public Library

616 Macleod Trail SE

Calgary, AB T2G 2M2

403.260.2600

[email protected]

https://twitter.com/calgarylibrary

https://www.facebook.com/calgarypubliclibrary

http://pinterest.com/calgarylibrary/
http://calgarypubliclibrary.com/mailto:[email protected]://twitter.com/calgarylibraryhttps://www.facebook.com/calgarypubliclibraryhttp://pinterest.com/calgarylibrary/http://pinterest.com/calgarylibrary/https://www.facebook.com/calgarypubliclibraryhttps://twitter.com/calgarylibrarymailto:[email protected]://calgarypubliclibrary.com/


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APPENDIX

CELEBRATING 100 YEARS OF SERVICE TO CALGARIANS

A wide range of activities celebrating the Librarys 100th birthday took place, including:

www.cpl100.ca

Launched on January 3rd

, this birthday website outlined our plans for the year

and featured the Librarys photo archives in digital form.

Live to Be 100! Our Healthy Future

A series of programs under the theme Our Healthy Future provided learning

and life enrichment opportunities in the areas of personal health and wellness,

community cohesion, environmental sustainability, and global well-being.

Saddletowne Library

The Librarys newest location officially opened in mid-January. At the opening, Calgarians were

able to meet the Librarys new mascot, a friendly chameleon whose name, Curious, was chosen

in community-wide contest.

Our History

Award-winning popular historian Brian Brennan wove a century of photos and stories into a

terrific book, The Calgary Public Library: Inspiring Life Stories Since 1912.

My Library Story: Centennial Digital Storytelling Project

Calgary Public Library invited Calgarians to join our Centennial celebrations by contributing

stories to the My Library Story: Centennial Digital Storytelling Project.

Alberta Library Conference Celebration

At the Alberta Library Conference, the Library Board hosted a reception for all delegates, the

Library sponsored keynote speaker, Jian Gomeshi, Brian Brennan discussed the Librarys

history, and the Saturday night banquet was A Tip of the Hat to the Librarys successes.

The Calgary Public Library Foundation Centennial Magazine

This magazine featured centennial events and programs as well as stories and information for

Library customers and Calgarians. It was included in the Calgary Herald on May 5th

.

Volunteer Recognition

Our annual Volunteer Recognition Event recognizes the work and dedication of the Calgary

Public Librarys volunteers. In 2012, the program recognized our active volunteers, as well as

the tireless efforts of volunteers who contributed to the Calgary Public Librarys 100 year

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Calgarians Choose a Century of Great Books

From June to September, readers nominated titles from all genres in the Calgary Public Librarys

centennial initiative, Calgarians Choose a Century of Great Books. From more than 2,000

nominations and nearly 1,000 titles, a list of the top 100 books was compiled and later

published in the Calgary Herald.

Centennial Birthday Block Parties

On June 2nd

, all Calgarians were invited to visit their nearest branch for a Centennial Birthday

Block Party presented by Cenovus Energy. These parties attracted record crowds.

Library Scavenger Hunt

A geo-caching scavenger hunt with over 25 caches launched thanks to the support of three

partner organizations and several volunteers in June.

The Calgary Public Library Homecoming

Current and former Calgary Public Library staff and board members were invited to reminisceand revel in good company at the Calgary Public Library homecoming on June 10

that Memorial

Park.

Community Gardens

The Calgary Public Librarys first Chief Librarian, Alexander Calhoun, played a leading role in

establishing the Vacant Lots Garden Club (19141952), which supported the development of

community gardens throughout the city.

In co-operation with the communities surrounding the Forest Lawn and Southwood branches,

and supported by centennial funding from Encana, the Library made space available for two

community gardens, which opened in June.Stampede Parade

The Calgary Public Library participated in this years Stampede Parade, joining the Stampede in

celebrating 100 years.

Universe at Your Library

With a focus on exploration and celebrating the Library of the future, a series of programs gave

Calgarians a taste of aerospace technology and adventure in space during fall 2012.

One Book, One Calgary

The Calgary Public Librarys One Book, One Calgaryprogram, which took place November, is anannual, city-wide initiative designed to ignite community dialogue and enrich community

connections through a shared reading experience. In 2012, the title selection was The Book of

Awesome by Neil Pasricha.


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Art on the Go! Words on the Move! Project

With funding from Calgary 2012, the Librarys travelling sketchbooks and journals were profiled

at several events around the city. Plans were established to create a permanent art collection

and expansion of the book collection.

YOURcard

For a $100 donation, customers were able to create special Library cards by choosing their own

illustration to be featured anything from a smiling baby to a snapshot of the city. The card is

available at www.goodREAD.ca.

Bob Edwards Awards Gala

This long-standing event came to the Calgary Public Library this year as a 100th

birthday present

from Alberta Theatre Projects. Bob Edwards was a journalist and Alberta politician best known

as the writer and publisher of the Calgary Eye Opener weekly newspaper in the early 1900s.

Canadian actress and comedian Mary Walsh was honoured at this years fundraising gala

dinner. The Calgary Public Library Foundation netted over $100,000 at the event.
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Documents

Calgary Public Library: Civic Partner’s Annual Update 2013