Strategic Plan

• remove barriers
• make services and collections more readily available
• technology assistance and new technology access
• personalized transactions

• collections that reflect and represent a diverse community
• catalogue references that are culturally sensitive
• programs and social clubs appealing to all social sectors
• staff trained to serve well all demographics
• individual staff strengths identified, utilized, and built upon
• branch uniqueness is celebrated and promoted

• marketing plan to ensure effective promotion of library collections, services, programs and partnerships
• in-house publications and promotional venues to build awareness of library offerings
• internal communications ensuring consistent services, staff awareness and verbal promotion of library resources
• community connections enhancing the library’s profile

Library services and collections are used most when accessing them is a familiar, uncomplicated and pleasant process. A myriad of options is available to residents who seek information and recreational pursuits in the community: cultural events hosted by other institutions, online streaming services to access movies and audiobooks, and websites offering an array of data. When so many alternatives are available instantly and easily, library resources must be equally quick and easy to access if they are to become the public’s choice. To this end, Haldimand County Public Library will take steps to remove numerous barriers which may hinder access to its collections, programs and services.

Access to many library collections and services can already be considered “barrier-free”: mystery novels are on designated shelves waiting to be borrowed by any cardholding visitor, holds can be placed on new best-sellers to reserve a place in the borrowing queue, and new members can register for a card online in less than 10 minutes. Nevertheless, additional steps can be taken in a variety of areas to make collections and services even faster…and easier…to access and enjoy.

In order to assist residents in accessing the library’s digital resources as well as the online resources of other organizations, including Haldimand County, library staff will continue to provide technology training and instruction. Improving the general computer and electronic device knowledge of residents is an important way in which the library helps bridge the digital divide in our community and makes navigating today’s ever-evolving technology landscape easier for everyone. Having lost the position of Online Resource Instructor in late 2021, the Library will seek alternative ways to provide individual one-on-one tutorials and technology seminars. Along with technology assistance, the provision of various technology-based services at library branches, such as public computers with Internet access, WiFi, photocopying, lamination and facsimile transmissions will continue to be offered. New technology-based services, including remote printing, cashless payment methods, and the introduction of “makerspace” equipment, such as 3D and large-scale printers, will be explored as part of our effort to simplify library transactions and make new technologies available to more community members.

A critical component of delivering excellent customer service is the personalization of patron transactions. Library users know staff care about them and their enjoyment of library resources when their individual concerns are addressed, their individual tastes are met, and their sense of belonging to the library’s community is developed. When service is personalized, many aspects of library use are inevitably simplified and made easier for patrons: new titles in a genre enjoyed by a reader are automatically held for that reader by staff who know his or her interests; confusion over renewals is quickly addressed by a staff member who is familiar with a patron’s borrowing habits and knows he has been away on vacation; a parent does not hesitate to bring a neighbour’s child to storytime, having had casual conversations with the library programmer and being familiar with drop-in procedures. Library staff take many steps to personalize transactions now; additional measures can also be taken through process change and technology enhancements to further support the library’s commitment to exceptional customer service.

Haldimand County is changing. A growing number of new residents representing a wide range of ethnic and cultural backgrounds have chosen to live in our community. Demographic shifts are occurring and vary from town to town, with more senior citizens in some areas and more young families in others. Economically, financial barriers continue to affect residents across the municipality, and our recent history of pandemic challenges, high inflation, and tariff wars indicates that financial pressures will persist and impact library members in different ways. And more and more, citizens adopt and show preference for new technologies and platforms through which library resources and services are expected to be delivered. Library collections, both print and digital, must evolve to meet these diversities and continue to respond to community needs.

Haldimand County is changing. A growing number of new residents representing a wide range of ethnic and cultural backgrounds have chosen to live in our community. Demographic shifts are occurring and vary from town to town, with more senior citizens in some areas and more young families in others. Economically, financial barriers continue to affect residents across the municipality, and our recent history of pandemic challenges, high inflation, and tariff wars indicates that financial pressures will persist and impact library members in different ways. And more and more, citizens adopt and show preference for new technologies and platforms through which library resources and services are expected to be delivered. Library collections, both print and digital, must evolve to meet these diversities and continue to respond to community needs.

Since its creation in 2001 following municipal amalgamation, the Haldimand County Public Library has taken pride in delivering services as a strong, unified six-branch system. Patrons can expect exceptional customer service at all locations, can access a collective database of over 175,000 items, and can enjoy welcoming, familiar spaces, whichever branch they visit. But as much as our unified resources make us valuable, so too does the uniqueness…and diversity…of our individual branches. Each of HCPL’s locations offers special collections, serves different clientele, and exists within a local community possessing its own set of amenities and resources and its own sense of civic pride. Promoting and capitalizing on the diversity of HCPL’s branches will result in better, more diverse service to all residents.

Library staff play an essential role in delivering exceptional customer service and ensuring the library remains relevant to, valuable to, and respected by its community. The more diverse the collective staff skillset is, the more diverse employees’ perspectives and sensitivities are, the greater the chance that all members of the community will feel connected to the library and benefit from its offerings.