Annual Report 2019

Toronto Public Library (TPL) continues to provide a balance of in-branch and online services in response to community needs and changes in how customers access information and use the library.

Significant trends include:

Virtual visits increased 3.6% and reported the second highest use ever, with 30.5 million visits as more content and customizable features were added, including the launch of TPL Kids, our new children’s site.
Electronic circulation increased 15.3% and surpassed eight million transactions.
Physical circulation decreased 4.1%, primarily CDs and DVDs. Demand remains healthy with physical items reporting a 2.2% increase in holds placed.
Overall visits decreased 1.9%.
Offered almost 45,000 programs across the system with 986,133 attending. This is the second highest number of programs and attendance reported to date.
New library card registrations increased 2.2%.

More information on 2019 performance measures and benchmarking (PDF)

In 2018, the latest year comparative data is available, TPL ranked first in North America in circulation, visits and electronic visits per capita among libraries serving populations of two million or more.

Key 2019 Achievements

As described in the 2016-2019 strategic plan, we have outlined six priorities to focus on in this period. Below are key 2019 achievements in each of these areas:

Advancing Our Digital Platforms

Launched new TPL Kids website, designed with accessibility and kid-friendly navigation. Aimed at children age 6-12, features include popular book categories named by kids, activities, kid-friendly listings of programs and events, the wonder wall where kids can ask questions they are curious about, and a homework help page.
Developed customer eLearning portal. The portal introduces users to important technology concepts and helps develop career advancing skills by incorporating all TPL eLearning resources, offering digital literacy and workforce development courses in partnership with City agencies and their clients.
Launched the Google IT Support Professional Certificate program (GISC) for learners in Toronto, online learners from around Canada and learners at partner libraries Edmonton, Surrey and Hamilton.
Continued TPL’s role as a CISCO NetAcademy partner, delivering ten different four- to nine-week long courses, including three in partnership with Toronto Employment and Social Services.
Launched Online Card Renewal, one of the most commonly requested customer service enhancements.
Digitized historical sets of items from the 19th and 20th century available on Digital Archive Ontario, allowing learners to examine original pieces of history (primary sources) online. Many of the digitized posters and maps are high resolution so that small details and text are visible.

Breaking Down Barriers to Access, Driving Inclusion

Implemented year-round Sunday service at additional branches prioritizing NIA communities. Seasonal Sunday service available at eight new locations: Sanderson, St. James Town, Thorncliffe, Steeles, Jane/Dundas, Weston, Morningside, Eglinton Square and Burrows Hall.
Extended Open Hours pilot at Swansea and Todmorden branches.
Designed and conducted over 20 digital literacy workshops for seniors on topics such as navigating health and government services online, in alignment with the Toronto Seniors Strategy.
Continued to develop resources and train staff on how to better serve vulnerable populations, including people experiencing homelessness and adults with intellectual disabilities, in partnership with other Toronto front line agencies.
Made progress in reviewing accessibility compliance, creating a staff programming guide and expanding programming pilots for adults with intellectual disabilities. Staff training was delivered on basic American Sign Language, serving children with Autism Spectrum Disorder and creating accessible documents.
Advanced STEM and online safety programming for children through increased availability of STEM programs during March break and on PA days, and the expansion of robotics equipment in districts and larger neighbourhood branches.
Successfully completed the review and rationalization of multilingual collections through public consultation and trend analysis, with under-performing collections closed and materials relocated, leading to Improved the discovery of collections through the addition of genre headings, and improved meta-data for multilingual collections.
Introduced Youth Hub service at both Parliament Street and Thorncliffe Branches, bringing the total number to 13 Youth Hubs across the city.

Expanding Access to Technology and Training

Successfully completed Digital Literacy Week programming in partnership with the City – with over 150 programs and classes at over 50 branches reaching approximately 2,000 participants.
Developed public programs on algorithmic literacy, privacy and artificial intelligence - with a soft launch taking place during Digital Literacy Week, including an A.I. Education Stakeholders Symposium held to discuss gaps and opportunities in the City.
Developed the Technology Service Assessment Toolkit (Bridge) to help measure digital inclusion and digital literacy across the province.
Supported diverse communities by providing information, personalized support, and opportunities for skill development to newcomers aspiring to start new businesses through the Entrepreneur in Residence program. The entrepreneurs also offered individual appointments for personalized feedback on business plans.
Added additional equipment lending from the Digital Innovation Hubs to include Raspberry Pi and podcasting equipment kits.
Partnered with Code Mobile to offer hands-on, coding workshops. Children learned game design using Scratch, developing computational and technical skills in a collaborative and social way. The workshops were prioritized for branches in Neighbourhood Improvement Areas and were well received by kids and parents.

Establishing TPL as Toronto's Centre for Continuous and Self-Directed Learning

Expanded eLearning resources like Brainfuse online tutoring and and out-of-school-time programs for children and youth like Summer Wonder.
Expanded digital collection to include new and innovative products like Self-e, an ebook platform for self-published eBooks.
Introduced new formats and products that recognize and respond to diverse customer needs, including the expanded the Playaway format and Vox children's kits.
Created an online advocacy campaign for CULC in which 300+ libraries across Canada participated. Despite booming borrowing rates and high demand for ebooks, public libraries face challenges in ensuring universal access to this content. The campaign resulted in significant media attention both locally and nationally.
Hosted the Environmentalist in Residence program made possible by support from the TD Friends of the Environment Foundation. Topics explored included: responsible gardening, Toronto's endangered species, creating zero waste at lunch, confronting climate change, and vital local waterways.

Creating Community Connections through Cultural Experiences

Launched the second Sun Life Musical Instrument Lending Library at Downsview branch. Customers can now borrow keyboards, ukuleles, violins and more at Downsview branch, free with a library card.
Strengthened community relationships, incorporating Indigenous content into programming, and building Indigenous collections. Improved access through the catalogue and decolonize metadata of items in the collection, and expanded year-round Indigenous content with programming offered.
Hosted You in Action: Civic Engagement Fair for Youth to inspire youth participation in civic life. Organized by TPL’s Community Outreach and Engagement and Youth Services teams, the community jam featured panelists and exhibitors from local youth organizations and explored leadership and volunteer opportunities and heard from inspirational speakers who have made a difference through civic action.
Described Audio Guided Tour for You, Me, Us: Outstanding Books for and about Young People with Disabilities Exhibit. The Preservation and Digitization Department created its first-ever described audio guided tour for visitors. The described audio guided tour complements other accessibility features in the You, Me, Us exhibit, including tactile floor plans and braille captions. The audio tour is available via embedded audio tracks and is on the exhibit website.

Transforming for 21st Century Service Excellence

Re-opened the St. Clair/Silverthorn Branch, which offers a beautiful street presence on St. Clair Ave. West, a grand staircase with integrated seating that faces the street, an additional 850 square feet of space, an elevator and barrier-free access to the second floor. A new community room has been added, and the collection has been improved with new materials.
Increased efficiencies through capital investments in technology and processes, including: a learning management system, performance management system, extra-hours rationalization system, digitization of collections, and purchase to pay systems.
Enhanced e-services and technology access in branches, by completing roll out of pay for print service.
Hosted three Strategic Plan staff town halls at the Toronto Reference Library. These sessions were an important opportunity for our staff to share their ideas and input on TPL’s direction and priorities to help inform the development of our new Strategic Plan (2020-2024).
Received the 2019 AIA/ALA Library Building Award for Albion branch. The new construction of a 28,000 sq. ft. district library in the north-west corner of the city has been tremendously popular since its opening in June 2017.
Celebrated the 30th anniversary of The Word on the Street festival (WOTS) with a sneak peak of our new brand with a prominent presence at Harbourfront Centre to spark conversations, celebrate reading and writing, and support the literary community. TPL activated the Brigantine Patio with a Transformation Station, showcasing a fun and informative range of library services. Hundreds of visitors enjoyed kids’ activities, eLearning and tech demos, card registrations, a TPL Foundation station, librarian reading recommendations and more.