"I love my library and the staff that work there are always happy to help, always smiling and in a good mood. The lady at the help desk now knows what kind of books I enjoy and will tell me about new ones that are in or recommended ones she has read that she thinks I will enjoy. I like that very much and enjoy the interaction I receive at my library. I feel like I'm going to my second home when I go there. There are people I know, comfortable seats to curl up in and read, computers to use or a workstation to work at. I can spend HOURS at the library. I love that the library has so many new books that are out now they are usually only a few months behind from Chapters in getting them and I don't mind waiting. The library is no longer a place of outdated books that nobody reads anymore. It's a great place to go. I take my daughter there all the time and we both enjoy ourselves. I always leave a comment or a recommendation of what I thought of the book. I just finished for the next person who is thinking of checking it out. I have a few followers as I also follow a few who seem to have the same tastes as myself. The staff at Emerald Plaza and that library and wonderful and it is my home away from home."

From a happy a client at the Thorncliff Place in Bells Corners wrote the following:

"I wanted to you that your selection of books has been the best yet! You really know what seniors like!"

Tabitha Waithaka, Outreach Librarian and her team of settlement workers organized and participated in several large events in May. On May 16, the Main Library hosted an Asian Heritage Family Day. Over 250 people attended. Ruth E. Dickinson Branch hosted a Health Information Day for newcomers on May 15. Passports for the event were distributed to 70 people. On May 26, Tabitha and two settlement workers participated in a Citizenship Celebration and Trade Show at Mother Teresa High School in Barrhaven. There were times when their booth was so busy that all three were responding to inquiries.

Using the Library's Literature Resource Centre database, Angela Bowen, Librarian, Adult & Information Services helped an undergraduate student last month to find some articles critiquing the writings of a certain author. The patron was so pleased that she said that she would give her a copy of her paper once it had been graded. She came back last week with her paper – she got 84%

A patron who was searching for material in the children's department told OPL what a wonderful help Jill Hawken, Business Services Librarian was to her! She is starting a business related to early literacy and she thought she had informed herself thoroughly. She visited with Jill more from curiosity then expecting to glean additional information. However, she was happily surprised. She said that Jill's enthusiasm and expertise were exceptional and the scope of her knowledge was exceptional. Our patron is feeling more confident about her business venture because of your help, Jill. Bravo!

Brian Silcoff, Librarian, Adult and Information Services received the following note:

"Wow, thank you so much for this. I really do appreciate all the time and work you put into getting a hold of this notice, and putting it into a convenient format. Everything looks great, and is certainly helpful. This is really excellent. Also, thank you for providing this to me at no cost. Being a librarian myself I understand how difficult it can be getting requests like this. If you should ever need something similar from a Toronto newspaper, by-law, whatever, please don't hesitate to contact me. Id' be more than happy to help out."

Stephen Johnson, Public Service Assistant, Adult and Information Services received the following from a writer who needed help locating her old articles:

"Thank you so much for forwarding this piece to me. It's a miracle to have a bit of your past restored. Thanks again for that real thrill."

"Thanks to Catherine Flegg, Librarian for the Toddler/Storytime. It is the highlight of my daughter's day, and Catherine always makes a time for one on one reading with my daughter, which makes her feel very special."

"I would like you to know that I received excellent service from Sylvie (Perfetti, Children Programs & Public Service Assistant) at the information desk of the Orléans branch today. Sylvie was very helpful, polite, friendly, and very attentive to my questions. Perhaps most of all, she smiled and gave me her full attention. She seemed glad to be able to help, I explained my questions, she asked a couple of pertinent questions to clarify what I wanted to know. She readily admitted that she did not know the answer to my questions but took my name and telephone number so that she could research the situation and find an answer. Within two hours she called me with the answer to the first question and told me that she had conferred with her supervisor and that they did not yet have a response to my second question but were working on finding an answer and she would call me with it as soon as possible. Once again, she was very polite and pleasant over the phone. I could hear the smile in her voice."

A most appreciative family member of a participant wrote to our OPL Board Chair, Jan Harder:

"I want to thank you very much for the part you played in making the community bus passes available at select city libraries. For the past several years I've trooped over to either the old Nepean City Hall or Lincoln Fields to purchase a pass for Jordan – 40 minute roundtrip and the gas. Now Jordan can take himself over to Ruth E. Dickinson, in fact we did so on Tuesday night and were apparently their first customer. Thanks again!"

"I'm still discovering the features of your new Web site, but so far, it's a hit with me. I appreciate the services provided by the library. My main "branch" is the bookmobile, and the people who provide this service are terrific - very helpful, friendly, good-humored and pleasant."

“I had excellent service from everyone at the Carlingwood Branch for over 40 years and I have read and enjoyed so many books I wouldn’t hazard a guess at how many. The new catalogue is wonderful and I am checking it on a regular basis, it is a pleasure to order books from my home and within a short period of time come and pick them up after receiving an email to tell me they are ready. Thank you so much.”

“Kudos to [OPL staff member] E. D. for taking an initiative to promote the Russian collection. Last year, she contacted Rogers Television in hopes of sharing information with them for their Russian Mosaic show.”

Yana Amis, the show’s host, recently interviewed Elena about the collection and at the same time interviewed Karen Molina, Newcomer Information Officer. The interview aired on Rogers Television 22 on Sunday, March 14 at 12:30 p.m. and again on Saturday March 20 at 12:30 p.m.

“Your service is most excellent. The taxes we pay to support the library are never begrudged, the best value of our Municipal tax money, in my opinion. The on top of this you and your fellow workers provide top-notch service. I just wish other Government services were as professional as your group, and you as an individual.”

“ I am a Library and Information Technician student at Algonquin College. I’ve just completed a Reader’s Advisory Services course for children, with the Children Programs & Public Services Assistant. I have been so impressed with her passion, energy, and enthusiasm for teaching and promoting children’s literature. She has given me an appreciation for genres and formats of books that I had never considered reading before.

She has been equally passionate about the Ottawa Public Library and has set very high standards in how library technicians should treat the public. She taught respect and caring by modeling it at every class. I feel very fortunate to have been taught by S.C. , and feel fortunate that someone with so much passion for promoting literacy and children’s literature is working for our public library.”

On Saturday March 13 Main Children’s staff hosted an event for families who were downtown to enjoy the St. Patrick’s parade:

“Our St. Patrick’s Day post-parade celebration was a hit! We had just over 100 people come for hot chocolate and the craft – a shamrock bookmark. Many people who showed up were first time visitors, who said they had no idea that we had this amazing place for children. Lots of books were borrowed too – most of them green, since we had “painted the Department green” with green-covered library books.”

Recently a new customer to Manotick Branch, asked desk staff where he could write & print out a letter. He was shown where the computers were, printed his letter & paid 30 cents. He then handed this letter to the staff :

To whom it may concern

I would like to express my appreciation of the pleasant experience that I had today at the Manotick branch of the Ottawa Public Library.

I live in the area, although I am not a frequent user of the Manotick branch. I was prepared to drive all the way into Centre Point to accomplish my afternoon tasks. However as I drove though the village, I decided to try my luck here.

I found the facility and the services offered to be very pleasant and more than adequate.

My appreciation is mostly due to the staff of the Manotick branch. I found everyone to be attentive, knowledgeable and extremely helpful. This is not to say that I have found customer service to be different at other branches, only that it is present in high degree in Manotick.

Now I have the OPL branch at the top of my list”

“Hello…it is my first time since High School using a Library and I’m 44 years old. I was a little bit intimidated and embarrassed at my lack of knowledge of the system. I just wanted to say how pleasantly surprised I was at how genuinely helpful everyone has been. I’ve been to Ben Franklin and Orléans Branch. Both times I approached the Information Desk for help, I identified myself as a “Newbie” and both times I was greeted with a big smile and told “Welcome!” both times the staff member jumped up and took the time to orient me. I couldn’t believe it! I only wish I knew what I was missing all these years!”

“I’m from Vancouver and I have to say that the Ottawa Public Library system is amazing!” The variety of materials available is extensive and the service is super. Thanks for doing such a great job!”

An appreciative Rideau patron writes:

“Great staff and the renovations look great.”

Some positive feedback was received on the new OPL website which launched March 12th via the blog at http://kingston-wayne.ca/node/87. The feedback included the following:

“I love the public library. My whole family are heavy library users. We are now downloading audio books, borrowing movies, graphic novels music CDs and even a few books. ... A few weeks ago a [sic] started using the new Ottawa Public Library (http://biblioottawalibrary.ca/en/main/overview) website.

While there are still a few technical glitches (that seem to be getting fixed a good rate) I am really impressed overall. This is a much improved site. The truest sign of this is the increased amount of time I am spending on the site. The primary navigation scheme (top of page) seems to be based broadly on functional categories. This is a list of things to do on the site. Each menu item has a tagline that helps clarify what it represents. I probably would have buried the 'About OPL' content deeper and used that real estate for something more interesting but I understand how this content always finds its way to the top. Jan Harder's face is never more than two clicks away!

The body of the page is made up of six large content blocks. Each block, when selected reveals a sub menu. The submenu offers some pretty good clues as to the functionality it offers. I like this navigation style, although it took me a few visits to understand exactly how it worked. I may be slow. There are overlaps between the top navigation and the content blocks navigation. On some sites this would bother me more and I would probably would have merged the 'Using the Library' menu item and the 'Planning my trip to the library...' content block.

At the very top of the page is a search box to search the catalogue, website, or articles. At the same level are links to the catalogue, the computer sign up site, the kid's site and a feed back button. All of this is accessible without logging in. Anyone with a library card can login which is where the fun starts....

In summary, the new site is a great improvement. It shows that it is possible to have a navigation scheme that works well even if it isn't especially intuitive. I hope the library continues to test the site and makes changes where warranted. I hope that the technical glitches get fixed before users get frustrated with the new functionality.

I hope the OPL is getting good feedback on the site. They deserve it.”

“I live in Stittsville and use the Library regularly. There are always helpful and friendly faces each time I visit. I just want the staff to know how much I appreciate all that they do for the library and for me.”

“K… and F… at the Circulation Desk provide prompt and friendly service. It’s a pleasure to receive such great service! Love the service provided at each and every visit. Good consistent customer service. Hats off to you ladies!!”

“ First of all, I would like to thank all the library staff - again - for doing an amazing job - the staff at Cumberland branch are always friendly, and provide a wonderful service.”

“Thank you so very much for doing all that "leg-work" for me! It is most appreciated. I shall share your researching skills with the other curious grannies, and I know they'll be pleased too. ...and the next time City Counsel murmurs about cutting back on library services, I will make sure I contact them (instead of just fuming "in my own little corner"!) to champion the absolute need for your continued existence! You made the experience of seeking information a very pleasurable one, with your cheerful and approachable manner. Thanks again.”

“All in all MY library is still my family's favourite. Some of our most loved staff have moved on to other locations and we try to visit them when we can, but the people who work at Emerald Plaza Branch are excellent! The children's programs are superb and Jessica and those who help in THAT dept. are perfectly suited to the task! We can't wait to register for Summer Programs later today! :)”

“Mr. El-Chantiry and Mr. Bellemare. I hope you will vote to support the new library building on the western edge of downtown. We have three delightful branches in West Carleton, that Mr. El-Chantiry can attest to, but as a capital city we need a central branch we can be proud of.”

“Hello, I just wanted to provide you with a note of thanks and to let you know how much I (and my children) appreciated your summer programming. I have always registered my 3 children for various events at the library during the summer months. However, this year's programming was exceptional. They attended sessions both at Ruth E. Dickinson and Centennial libraries. There really seemed to be a good mix of educational activities that were always carried out in a fun learning environment. As a parent, this really makes me happy. I expect my children to still keep their minds sharp during the summer but in a lot more laid back and relaxed fashion. I count on my OPL to help with this. And this year, you did a wonderful job. So, I would like to encourage similar programming next summer. Sincerely, Matt”

“I just wanted to thank you once again, on behalf of the Canada-Hungary Educational Foundation, for helping us organize and arrange for this lecture to take place at the Main branch of the Public Library. We were most grateful that you were able to help us not only with the provision of space and the technical set-up but that you had an attractive poster designed as well. This was the second event we cooperated on (the first one was last November's film showing as part of Ottawa's Holocaust Education Week) and both events were very successful with the auditorium being exactly the right place for them. We were delighted to have a full house again (in fact some people who came a bit late stood at the back as they did not want to disturb people by taking the few available seats). You should know that there were a half dozen people who drove in from Montreal especially for this lecture; this included the Honorary Consul for Hungary and a couple of teachers and artists. It's not often that we have the opportunity of having a lecturer of Prof Romsics's renown in Canada. I know that the Hungarian Embassy was also very happy with the arrangements.”

“Hi! My name is Yo….., I came to Canada as a visitor and my purpose was to develop my English. I study in the National Autonou University of Mexico (Biology). I was sad because I couldn’t bring my books because they’re heavy and its not good for airports to be over weighted. Fortunately all my luck changed when I found the Elmvale Acres Branch of the Ottawa Public Library Spanish literature section and molecular section. These books were so much better then the books at my house and school. I also think the service for visitors, is amazing! I started coming regularly to the ESL Chat on Tuesdays and the FSL chat on Wednesdays. I have met so many new friends and I love the warmth of the staff at the branch. Coming to Elmvale Acres was my best experience in Canada. Thank you!”

“Very helpful & friendly staff, clean washrooms”

“Dear Staff, I am returning my father’s library card, he passed away on Tues. Nov 10th as is befitting a veteran. The family wants you all to know what a wonderful time my father had at the library – how much he enjoyed the books and magazines you made available to him. Most of all we thank you for making him welcome, looking up things he was interested in, providing a chair for him to sit and look for resources for his projects. Even if he was tired, he would get up and get ready to go to the library! You provided him with hours of pleasure. Bless your kind hearts

"Whilst talking to two people in my knitting group at N.G. they mentioned that the staff at this library are the nicest and most helpful of all the libraries they use, and I am in total agreement with them."

“Whoever did the FAQ for this renovation did an excellent job - very thorough and direct - the plan and objectives make good sense. Regarding Q24. Why not build a whole new branch...? - Having enjoyed the library in this beautiful building when I attended Mutchmor in the 60s, I'm delighted that it's being refreshed. Plus it fits the neighbourhood. I hope the excellent, friendly staff will also return - refreshed - in 2010. thanks...”

“Thank you E…. for all the great tips and suggestions. I was very touched by all the details in the e-mail. I was expecting a yes, no reply, but I really was touched and appreciated the details full of wisdom. It was like sitting down for coffee with a dear friend who understood what I needed. Thank you from both my son and me. God bless you”

“Hello, I have been using the new online catalogue for a couple of weeks now, and I have to say it is a fantastic step forward for the OPL. I think the Library has to be the best service provided by the City of Ottawa, and I am quite pleased to see the continual improvements you are making to enhance the Library experience, and increase the ease of browsing and requesting materials. The new catalogue is a fantastic investment in the library. Thanks!”

“Ladies. I really don't appreciate having to waste my time trying to familiarize myself with your crazy new Bibliocommons system, which you seem to have purchased and introduced without any prior warning or consultation with patrons. In my humble opinion this new system is ridiculously cumbersome, bureaucratic, time-consuming and a total waste of everyone's time and money. Please don't tell me you introduced it "by popular demand." The previous system worked fine - quick and efficient. If it ain't broke don't fix it! And I can only imagine what it cost. Someone there has been making some crazy, crazy changes. Get a grip. Leave well enough alone.” *Note: OPL staff are monitoring the Twitter feed on the introduction of Bibliocommons and all comments are positive. We respond to all questions and comments.

“Thank you so much--she LIVED for that daily DVD showing!!!! So you run a wonderful, "essential service", in my mind!!! “ (daughter) Debbie Doc.

“I would like to extend a thank you to one of your librarians –– who has provided excellent and reliable services over the past few years. P has always been kind, patient and understanding whenever he has been asked for help with regards to library items or policy. P… is able to assess the client's needs in a relatively short period of time by asking the right questions without being intrusive or overbearing. ..P.. can be innovative in his approach to finding items within the system or recommending other sources of information beyond the Ottawa Public Library. P…. has a wide range of knowledge as well as strong analytical skills that makes him one of the most reliable librarians in your department. I know that I can rely on the best advice and guidance from P….. and hope he remains on staff for many years to come.”

“Interlibrary loan within the OPL system is brilliant! Long gone are the days when ILL was a rare commodity only used for scholarly research purposes. The ILL system is fast and efficient and does an excellent job of making resources available to all users.”

“You bring more than books into our lives - a whole world/universe to explore and enjoy. The riches you bring, the help you give us are the most wonderful treasures. For a pair of homebound bookworms you make our life much more enjoyable.”

“Thank you for all the great tips and suggestions. I was very touched by all the details in the e-mail. I was expecting a yes, no reply, but I really was touched appreciated the details full of wisdom. It was like sitting down for coffee with a dear friend who understood what I needed. Thank you from both my son and me.”

“I just wanted to let you know how much I enjoy coming to the Stittsville library. There is such a wonderful homey atmosphere and everyone is so helpful. I have yet to find another library like it. “

“I just had an interview with a lovely young teen who presented the 40 hour volunteer process from a new angle. She said that as a child, she watched teens doing volunteer work at the branch, and wanted to do the same when she grew old enough. This shows that our teen opportunities assist not only the teen in question, but have a ripple effect in the community. “

A group initiative offered by the Centrepointe Community Health Centre, uses art therapy to help new Canadian children who have been victims of trauma work through their emotions. The 2009 art project used felting as the vehicle, from cleaning wool to creating a tapestry together. The Community Health Centre donated the tapestry to the Main library's Children's department during a "vernissage" - the children described the felting process to their parents, who were seeing the art piece for the first time, and explained the images they'd created on the tapestry. What an honour to have this beautiful piece of community artwork in the library, and what a wonderful excuse these children have to bring friends and family back to the library!

“As a child, Rosemount was my branch and I always loved coming to look at the millions of books on display…Now, as a mother, I bring my children to … instil a fun sense of reading and perhaps, if I am lucky, they too will discover the magic.”

“Well done… location good, service grand. Congratulations on the establishment of this temporary depot. Excellent service. As always, OPL is the best bang for my tax dollars!”

“Thank you for the great web site! It is very organized and easy to navigate. In comparison to the Toronto public library website, it has more features and no problems so far. Great job! Thanks “

“Since I moved to Ottawa from Halifax NS I have been enthralled by the availability of books I want to read and the ease of getting them. It just amazes me. And since my income has just plummeted from very good to narrowly squeaking by and I no longer buy books, I can't tell you how much I appreciate you all. I just wish I could see the delightful staff of my local Rosemount branch rewarded with a much needed major extension!”