Brett Delmage/The BUZZ
Alayne McGregor
This story has been updated to include (at the end) further responses from the Ottawa Public Library which did not arrive by press time for the printed edition of the BUZZ.
The pandemic has exposed a “digital divide” among Ottawa Public Library (OPL) patrons. Those who regularly use library computers have been locked out, making it difficult for them to do many everyday tasks including making appointments or learning about government programs.
As of April 8, library patrons are again no longer allowed in branches, with only curbside returns and hold pickups available. The OPL said this decision was to keep customers and staff safe, and was in response to the recent provincial emergency and stay-at-home order.
However, that order does not require libraries to keep patrons out of branches. Although the province forbids browsing the shelves, it does allow entering branches to “facilitate the contactless drop-off and pick-up or access computers, photocopiers or similar services.”
Essential services
The OPL decision has left Centretown resident and passionate library user Diane Bassett furious and frustrated at “yet another demoralizing lockdown.” Access to library computers, printers, scanners, and photocopiers is, to her, “essential.”
In her high-rise building, Bassett has limited WiFi access, she said, but it’s unstable and insecure. Library computers also have more diverse software available than she has on her 12-year-old refurbished laptop, which is on its last legs. And most of all, she needs to use the library printers, scanners, and photocopiers – services she doesn’t have at home. Commercial services are simply outside her budget: she estimated that it would cost her $18/hour to use a computer at Staples, for example.
The 61-year-old consultant researcher primarily uses the Main branch in Centretown and occasionally the Rideau and Sunnyside branches. She does research for seniors without Internet access. “The library is my lifeline.”
Especially in the last year, she said, she has met many other people who also depend on library computer services, who either have no computer or no printer. “It’s not just older people. It’s a wide range.”
Offering Chromebooks
When The BUZZ asked the OPL about this policy, staff responded that they are “aware that many people in our community depend on the public library for access to computers and WiFi for very important needs, and that not being able to enter branches to use public computers is a hardship for them.”
“This is something that is top-of-mind for OPL and we are actively exploring ways in which to assist with technology needs such as outdoor WiFi access, access to Chromebooks, printing, photocopying, etc.”
So far, they said, the library has “loaned out more than 200 Chromebooks and 20 WiFi hotspots via 30 community partners.” Bassett said these resources did not address the needs of people who use computers and other facilities in the branches.
“I don’t believe they’re really aware of how great the need is,” Bassett said. She has become steadily more frustrated with library computer access during the pandemic.
Continuing reductions in service
When the Main branch first reopened last August, she said, the number of computers available was reduced to five, with all the computers on the locked third floor inaccessible. Users were only allowed to book one hour of computer time per day, which Bassett said is hardly sufficient.
“If all the of OPL management and staff … had access to the above resources for (barely) one hour a day, excluding Sundays, and furthermore had to travel to access those resources, very little would be accomplished. Yet, that is what is imposed on those without access to one or more of the applicable equipment, devices, or services in their own home, 24/7.”
In addition, the number of hours the Main branch is open were reduced from 59 to 42 per week. The library is now closed Monday and Wednesday evenings; Bassett’s preferred work time is in the evening.
More recently, on April 3, the library decided that only one public computer would be available per branch, even in large branches like Main – a decision she describes as unreasonable and excessively restrictive compared to what’s required for stores.
Bassett said she went to the Main branch on April 6 for her prebooked one-hour slot, and discovered that there were three people who had reserved that very same time on different library computers. With only one computer now available, she said, the staff offered each of them 10 minutes.
The library then cancelled all her computer bookings later in the week, she said, forcing her to rebook them. And then all access to computers was removed on April 8.
Bassett has complained several times to the OPL administration and board members about limited computer access during the pandemic, but has not seen any improvement. She said she had one response last fall from Anna Basile, the library’s division manager for Corporate Services, saying her concerns would be brought to the attention of the library board. Bassett said she didn’t remember any follow-up.
Other pandemic restrictions
The library has also imposed other pandemic restrictions which Bassett considers “bordering on asinine” and without reason:
- not allowing access to washrooms (as of April 3), which she says shows a lack of compassionate understanding and respect for dignity, especially for the vulnerable.
- refusing to accept cash to pay fines or photocopy bills. Bassett has had to make complicated arrangements to pay for photocopying because of this policy and because the change kiosk to load photocopy cards is on the closed third floor of the Main branch.
- removing access to print newspapers. “Digital [newspapers] don’t do you any good if you don’t have [Internet] access.” She said she would regularly see four or five people in a branch reading the newspapers every day.
- waiting to check books in until after they’ve quarantined for up to a week, possibly putting user accounts into default for books that have already been returned.
“Governments need to recognize that libraries are essential services,” Bassett said, and the computer and related services in particular. She said she truly appreciates the library and recommends it to everyone but, in the last year, her exasperation levels with the library have risen.
In March, the OPL reported that it had an operating surplus of $6,277,755 (or 12.6 per cent of its budget) in 2020. That was 24 times as large as the 2019 surplus of $256,724. It attributed the surplus to branch closures and operational changes (such as fewer hours) due to the pandemic. The library board decided to transfer $5 million of the surplus to the new central library project and the remainder to library reserves.
Further responses from the OPL
These were received by the BUZZ after the paper went to press.
BUZZ: Why did the OPL decide to go beyond the provincial order?
OPL: Like many public libraries in Ontario, OPL decided to move to holds pick up at the library entrance to further ensure the safety of the public and staff during this uncertain time when cases are rising and variants are circulating.
BUZZ: You indicate in your response that the library recognizes the need to provide access to printing and photocopying. How and when is the OPL planning to do this?
OPL: As we said in our initial reply, OPL is currently working on ways of doing this as soon as possible. We will communicate this publicly through regular channels as soon as we have news.
BUZZ: Ms. Bassett told me that when she was at Main on April 6, she saw staff refuse to let a man use the washrooms. Is this library policy and if so why?
OPL: Washrooms are a service that is made available during the service level in which customers are permitted inside the library for extended periods of use such as during browsing or computer use. As you and OPL cardholders are aware, during the current stay-at-home order the Library is providing holds pickup and returns service at the entrance to 31 OPL branches across Ottawa. Staff are able to refer customers to nearby locations with open public washrooms, as needed.
BUZZ: Why does the library continue to refuse to accept cash?
OPL: The library is accepting payment by credit and debit only as a safety protocol during the pandemic. OPL recently removed overdue fines and is allowing 10 pages or under of free photocopying therefore there is less of a need for a cash exchange. Staff also have the discretion to work with an individual customer experiencing barriers from fees on their account, on a case-by-case basis.
BUZZ: Is the library working on a method to check in books before they are quarantined? What’s the likely timeline on that?
OPL: The Library started testing a new process whereby returned items are checked in before going into quarantine, last week at numerous branches. More branches have already begun to test this new process this week and we hope to share good news on this soon.