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Updates to OPL services

09/09/2020

Since our closure in March 2020, we have been working to adapt to the current situation and to safely resume physical services. We have made many adjustments over the past months, and we would like to share some updates on our current services.

 

HOLDS APPOINTMENTS    

As of Wednesday, September 9, appointments are no longer required to pick up holds at Rosemount (temporary location) and Metcalfe Village. You can return items and pick up holds at these locations any time during operational hours. In-branch browsing of the collection and computer use are not available at these locations. 

 

HOLDS

As of Thursday, October 1, we will be returning to some of our regular holds procedures.

  • Holds will be kept on the shelves for 7 days, instead of the current 14 days. Holds at the Metcalfe Village branch will be kept on the shelves for 28 days.
  • The $1 restocking fee will once again apply for items on hold that are not picked up before their expiry date.
  • The holds limit will increase to 100 physical items for each customer.

 

You can manage, pause, and cancel holds in your OPL account or by calling InfoService at 613-580-2940.

 

LOAN PERIODS AND LATE FEES

  • As of Tuesday, September 8, you can borrow from the EXPRESS collection again. Loan periods for EXPRESS items are the same as before OPL’s closure (3 days or 7 days, depending on the item).
  • As of Thursday, October 1, we will return to a 21-day loan period for items from the regular collection.
  • Late fees for items were suspended in March and will continue to be suspended until the end of 2020.

 

RETURNS

There were many Library items checked out to customers at the time of our March closure. Due dates for these items were extended to dates staggered throughout the month of September.

  • Due dates will not be extended past September.
  • Library items coming due can be returned to one of OPL’s 22 open branches during operational hours or to the Bookmobile, on its modified schedule.
  • If your home branch is not yet open, you can return items to the branch or Bookmobile stop that is most convenient for you. A map of all OPL branches can be found on OPL’s Hours and Locations page.

 

PUBLIC COMPUTERS

A reminder that you can now use public computers in branches offering additional in-person services, by appointment. You can book a computer online here. You can also book a computer with branch staff or by calling InfoService at 613-580-2940.

You can book a computer 3 days in advance of the booking. Bookings are limited to one hour a day and three bookings a week for each customer.

 

NEWSPAPERS

For health and safety reasons, newspapers are not currently available in branches. You can access online newspapers here.

 

For more information on our current services, please visit our current branch services page.

Comments

Hi
When will you go back to the usual hours of operations?

Hello. We do not currently have a timeline for a return to regular branch hours, but we will be sure to share any new updates on all our platforms as soon as we have more news. We appreciate your patience during this time. Thank you.

What will happen to all the Express DVDs for which we were allowed to place holds for? For instance, I was in 10th position of the 17 copies of The Current War when this DVD was received at OPL and from what I can see, all copies have now been sent to the branches as Express and I have not moved position at all. Will I have to wait 6 months before this title is loaned out to me or are you still planning to make some of those 17 copies available to those who have placed a hold for such titles? I've noticed that some copies of Express DVD titles (i.e. The King of Staten Island) are shown as a mix of Adult Eng DVD and Express.

Thank you.

Some copies of Express Dvds will not be included in the Express collection. The Current War now has a mix of Adult Eng DVD and Express showing in its record. Items marked as Adult Eng DVD will be continue to fill holds. Thank you.

I am all for loan periods and due dates, because items should be circulating and not held unused in patrons' homes. But with the quarantine of items it is hard to determine the meaning of due date. Is it the date the item should be returned or the date of check-in? Is the item overdue because the patron did not return it on time or because it was lying in quarantine? I am eagerly waiting for some checked out items, so I would actually welcome some discipline from patrons regarding due dates, but the meaning of "overdue" is currently unclear.

The quarantine period does not affect the loan period. You can return items by the due date listed on your account or receipt, so that you can keep an item for its full loan period. Returned items may show as "overdue" on your account while they are in quarantine, but you will not incur any fees. Thank you.

I am seeing fees accruing for overdue items I have returned several days ago. Will these be rolled back once the quarantine period is over?

All overdue fees have been suspended at this time. You may see fees appear briefly in your account because of how the back end of our system works, but they should disappear. If they are still appearing after the items are no longer on your account, please contact InfoService at 613-580-2940. Thank you.

Are there any plans for opening more branches? Specifically Rockcliffe Park

We are currently working on plans to safely reopen closed branches, but we do not have reopening dates at this time. We will make sure to share any new updates on all our platforms as soon as we have news. Thank you for your patience.

The Manotick Library needs to be opened.
The closest library is way too far away for seniors or others who do not drive and there is no bus service from Manotick,
{even if a senior can manage to get on and off a bus.)
,(Manotick seniors who not drive can often have a neighbor who will take them to Manotick but not
all the way to seemingly far away library locations.
Manotick seniors are responsible, reliable tax paying citizens who should not be penalized for being old.
Please open the Manotick Library

We understand that the closure of your branch is difficult. Unfortunately, we do not currently have enough available staff to open all branches. We are currently working on plans to safely reopen closed branches, and we will make sure to share any new updates on all our platforms as soon as we have news. We appreciate your patience during this challenging time.

Please note that as comments are public, we have deleted your library card number from your comment. Thank you.

The Manotick Library needs to be opened.
The closest library is way too far away for seniors or others who do not drive and there is no bus service from Manotick,
{even if a senior can manage to get on and off a bus.)
,(Manotick seniors who not drive can often have a neighbor who will take them to Manotick but not
all the way to seemingly far away library locations.
Manotick seniors are responsible, reliable tax paying citizens who should not be penalized for being old.
Please open the Manotick Library

The Manotick Library needs to be opened.
The closest library is way too far away for seniors or others who do not drive and there is no bus service from Manotick,
{even if a senior can manage to get on and off a bus.)
,(Manotick seniors who not drive can often have a neighbor who will take them to Manotick but not
all the way to seemingly far away library locations.
Manotick seniors are responsible, reliable tax paying citizens who should not be penalized for being old.
Please open the Manotick Library

Realizing that OPL has had many staffing problems with Covid, I hope that the smallest branches will be opening soon. As the weather begin to get cool many seniors will have problems getting to the library if the current open branch is not their closest branch. Hopefully all branches can soon be opened and operating. We miss them. We miss Rockcliffe Park branch.

We are currently working on plans to safely reopen closed branches. We do not have reopening dates at this time, but we will make sure to share any new updates on all our platforms as soon as we have news. We know that people miss their home branches, and we thank you for your patience during this time.

Why not offer curbside pick-up by appointment for smaller branches. It would be better than nothing. Just like it was at the very beginning. Wouldn’t that offer a safe workplace for the staff while satisfying the needs of the users?

Thank you for your comment. We are taking many factors into consideration as we work on plans to reopen branches in light of our current staffing and operational challenges. We will keep sharing updates on all our platforms as we have news. Thank you.

Can you provide information on what is happening with magazines. Some have Sep 2020 issues available and others only have Feb 2020 issues available with Mar and April listed as in library use only. Thank you

Some of our distribution services have been disrupted by the current situation, so we do not have recent issues for certain magazines at this time. We are working to get new issues for the affected magazines, and they will be added to our catalogue as we receive them. Thank you.

Sous Ordinateurs publics, on doit dire <<séances>> (et non scéances)

Oups! Merci de le souligner!

It is very refreshing to see the library getting back to some sense of normality during this pandemic, however, I have a concern about charging late fees when not all services are available. I work extremely odd shifts and used the after hours drop boxes to return my checkouts. If I am able to check out an express title on an evening you are open late, I might not be able to return the title for at least a week under your current limitations due to my work schedule. Will I be charged late fees? If so, why am I being penalized or discriminated against because of my work schedule and the fact that the library will not reopen their after hours return slots?

Late fees continue to be suspended through the end of the year. The only fee coming back into effect on October 1 is the $1 restocking fee for holds that are not picked up by their expiry date. If you are unable to pick up a hold on time, you can cancel your hold online or by calling InfoService at 613-580-2940. As long as you cancel the hold before the expiry date, you would not be charged the $1 restocking fee. Thank you.

Thank you for your response, unfortunately there is a discrepancy with what you have responded, the OPL site and the email I received. The site indicates that all fees are suspended between the period of March and September and the email I received indicates last fees will resume as of October 1st, which supports what the OPL site indicates. If it is indeed true, that all fees are suspended until the end of the year, why the contradictory information on the website, email received and the response in the blog? I trust the website will be updated to indicate all late fees are suspended until the end of 2020 and a clarifying email will also be sent out to the Members.

Hello. The email sent recently to all customers stated that "late fees for items were suspended in March and will continue to be suspended until the end of 2020." We have also updated the language on our Current Branch Services page to avoid any confusion. If you are seeing conflicting information anywhere else on our website, please let us know. Thank you.

The suspension of overdue fees has the unfortunate side effect of removing the patron motivation for returning the items in proper due time. With the additional quarantine time we have no way of knowing the cause of long waits for holds. I have been waiting for several months for a book that was due yesterday - could be in quarantine now, but the long delay does not look promising, and the number of holds is increasing. This is very frustrating for an item of which there is only one copy (no chance of getting another copy for an older foreign language book). Is there a tracing procedure for an overdue item after a reasonable quarantine time has expired?

Hello. Overdue fees have been suspended because we understand that not everyone is able to return their materials promptly during this challenging time, for a variety of reasons. We encourage customers to return their items by their due dates. Items are quarantined for 72 hours, after which they will be processed and either fill the next hold or go back on the shelves. Thank you.

Savez-vous quand on pourra retourner à la succursale Rosemount? Des employés sur place parlent de novembre (ou même de décembre). Nous sommes dans la situation temporaire depuis l'été 2019. Est-ce que ce sera avant l'hiver?

Bonjour. Compte tenu des retards de construction du printemps 2020, la BPO a revu l’échéancier du projet et prévoit maintenant rouvrir cette succursale très fréquentée en janvier 2021. Vous pouvez voir les mises à jour sur ce projet ici: https://biblioottawalibrary.ca/fr/la-revitalisation-de-rosemount. Merci.

For those people who would normally use Rockcliffe or Rideau branches and who are trying to avoid downtown at the moment, there is nothing. I realize how challenging things are right now, but there is an inequity in having some areas with several branches and others with none.