 |
|
|
|
|||||||||||
|
| |||||||||||
|
|  |
   
|
|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
|
Table of Contents Page Number
Appendices 36-72
I. Introduction ‘Tornos’ is the Greek word for a tool used for making circles. ‘Tour’ derives from ‘Tornos’ and means a journey that one begins and upon completion returns to the starting point as if to go in a circle. To go a step further, ‘tour’ is the root word of ‘tourist.’ A tourist is a person who is traveling for pleasure. The ‘Tornos’ report was developed for the purposes of determining what public libraries are already doing to support tourists and the tourism industry and in turn discovering what else libraries could be doing to welcome tourists to and within Ontario. Public libraries in Ontario can provide welcoming and informative services for tourists to the province. II. Acknowledgements The LibraryNet Tourism Research Team would like to acknowledge the following groups and individuals for their support, effort, and contributions towards this project. Its success simply would not have been possible without them. First and foremost, we would like to thank all the Ontario public libraries who participated in the survey - the response rate was exceptional. The libraries were enthusiastic about the study and generous in sharing their information, ideas, and stories with us. Our sincere appreciation goes out to those from the Windsor Public Library (WPL): Steve Salmons, Donna Marentette, Tom Levesque, Brian Worrall, John Doherty, Josie Hazen, Judie Lowery, Caron Colucci, and the Collection Processing Team. The entire staff helped in numerous ways throughout the course of the project, and made the Team feel very welcome in the WPL work environment. Also, we thank the Library partners for their valuable feedback and assistance: Cornwall Public Library, Dryden Public Library, Fort Erie Public Library, Ottawa Public Library, and Niagara Falls Public Library. The staff at the Tourism Information Centre in Windsor deserves recognition for answering our questions and providing us with resources, such as maps. Finally, we would like to acknowledge the Ministry of Tourism, Recreation and Culture, as well as Industry Canada, for proposing and funding the study.
LibraryNet Tourism Research Team
III. Executive Summary Between October 2001 and March 2002, the Windsor Public Library appointed the LibraryNet Tourism Research Team to conduct a groundbreaking study. The project, which was funded by Industry Canada, in conjunction with the Ontario Ministry of Tourism, Recreation, and Culture, entailed a province-wide survey regarding the relationship between tourism and the public libraries of Ontario. With 201 out of the 309 library systems taking part, an overwhelming 65% response rate was achieved. Nearly half of the respondents were from Northern Ontario, and 40% of the libraries were based in rural communities, with residential populations less than 5000. For an area that has never been studied in the past, the volume of useful information was considerable. One major discovery was the fact that libraries, through their programs, facilities, and services, are actively supporting tourism in Ontario. Proof of this is the scope of what is offered to tourists. For instance: 99% of Libraries offer tourists Information on local tourist attractions & historical sites 98% offer Internet Access, Maps/Geographical Information System Resources (GIS) 97% offer Special Collections, Genealogical Records, Temporary/Visitor Membership 89% offer Foreign Language Collections 88% offer Children’s Programs & Activities 86% offer Courses & Workshops 81% offer Video Lending 79% offer Book Lending 78% offer CD Lending
In addition to these findings, other highlights include:
A study of this nature has the ability to identify new funding opportunities; this one was no exception. The libraries voiced the following as priority areas for attention:
The Research Team has recommended that follow-up activities be performed in order to:
The study was successful in identifying that further investigation is needed to:
IV. Background Ontario tourism remains the leader of the Canadian tourism industry. In 1999, it was responsible for 37% of national tourism revenues and 43% of total visitors, and contributed $7.2 billion to provincial GDP. Ontario is the predominant gateway into Canada, and as such, it should be the country's most welcoming community. In order to continue this trend and to encourage more people to visit the province, it is essential that tourism information is widely and readily available. Over the last few years, the Internet has developed into a prime means of gathering information on virtually any subject, tourism included. Increasingly, tourists are using it to research accommodation, transportation, and activities of various sorts, along with the historical and cultural specificities of their chosen destinations. However, the Internet is not only a tool used for pre-departure planning, it is also a practical way for tourists to stay in touch with colleagues, friends, and family back home while they are away on holiday. Ontario libraries have for generations been an excellent source for information and a honourable institution for the public. Their services, however, have been recognized mainly by and for their respective resident communities. As a result of the recent Connectedness Agenda, both the Federal and Provincial governments have contributed considerable funding support to municipalities, to allow the development of public Internet accessibility and global information resources. Libraries have benefited directly from this program, and to date, there are nearly 1100 library service points in Ontario alone providing public access to the Internet. This dependence on the access to information is a golden opportunity to bring the Library and Tourism together. It is evident that libraries not only have the ability to supply the information, resources, and communication demands of tourists, but that they have been successfully doing so for years. However, this area was largely ignored prior to the libraries' recent reorganization within the Ontario Ministry of Tourism, Culture, and Recreation, and therefore, not developed to its full potential. The recent change in Ministry has exposed an information gap regarding the role that libraries play within the tourism arena. What services are in demand by travelers? How accessible are library services to tourists, even those outside the province? How can a library’s support of tourism best aid the tourism industry in their community as well as Ontario as a whole? Though none of these questions are easily answered, the need to ask them has finally been realized.
V. Statement of Issue Libraries house a wealth of knowledge in their resources, records, archives, and highly trained staff. They are providing tourist information in some format, but this area has never before been explored. Questions that arise from this include, what exactly are the services being offered? Which ones are most in demand by tourists? How can public libraries play a more prominent role in welcoming tourists to Ontario and offering the resources to make their holidays enjoyable? Currently there are no parameters in place for developing an environment within Ontario’s public libraries, which supports tourism. Nor are there any recorded success stories or models for the libraries to emulate. The recent reorganization within the Ministry of Tourism, Culture, and Recreation has identified the need to strengthen its ties with the library network, and the desire to redefine the way that tourists perceive libraries. The purpose of this research project is to examine the services and resources that are currently offered to tourists by Ontario’s public libraries. This information will then be used to evaluate the existing library usage by tourists, and to determine options, if any, that can assist in the development of Ontario tourism. Furthermore, the project will investigate how Internet access for tourists has promoted the development of connectivity in underserved areas, and the extent to which public access points, such as the libraries, are benefiting local users and tourists alike.
VI. Research Objectives One of the primary goals of the project was to gather as much data as possible on tourist interaction with the current library environment in Ontario. Answers were also sought on the ways in which public libraries support tourism in their respective communities, and in the province as a whole. The results would then reveal any existing information gaps and identify areas for future investigation. The following Research Objectives more clearly outline these goals, and will facilitate a better understanding of the study's findings. They are as follows:
6.1 OBJECTIVE ONE Inventory of Services
6.2 OBJECTIVE TWO Unique Responses of Public Libraries by Location or Special Interest
6.3 OBJECTIVE THREE Tourism Indicators
Local Tourism Industry Support by Libraries
6.4 OBJECTIVE FOUR Impact of Technology & Connectedness Agenda on Tourism
6.5 OBJECTIVE FIVE Highlights of Best Practices & Library Experiences
VII. Research Methodology 7.1 Project Timeline
7.2 Survey Design The study was designed for exploratory research - in this case, exploring the relationship between library and tourism industry in Ontario. A self-administered questionnaire was mailed out to the sample group of 309 libraries systems, representing the total 1100 library branches across the province. At the same time, they were notified by email that the survey had been posted to the Windsor Public Library website for online completion. The URL address was also included on the paper questionnaires, to further encourage this method of participation. The majorities of questions were of a YES/NO/DON’T KNOW variety, and were designed to compile quantitative data about services, programs, and overall tourism support. Other questions provided a scale or a list of options to determine such things as population and frequency of visitors. Open-ended questions were applied when the responses were potentially infinite, for instance, type of circulation system used or special collections. This format was also employed to collect respondent feedback on several topics, including personal interactions with tourists and suggestions for enhancing the current library/tourist environment.
VIII. Survey Response & Description of the Sample Since a study of this nature had never before been performed, its reception from the libraries was uncertain. The survey was distributed to 309 Ontario public libraries systems, and amazingly, 201 completed questionnaires were returned. This overwhelming response rate of 65% was much greater than anticipated, especially when the generally accepted return rate falls somewhere between 10% - 25%. The high participation figure can be attributed to the enormous interest in the idea of exploring the relationship between libraries and tourism. This point is further supported by the volume and depth of the written comments and feedback received. Over 70 pages were collected on the text responses alone! "This survey made us aware that tourists are very important to our library." Massey & Township Public Library Although the questionnaire was addressed to the CEOs of each library system, they were not required to participate personally. The survey's intended target was library staff having close contact with the public. Therefore, the CEOs were encouraged to nominate a member of their staff to represent the library, ideally one in the best position to give the most accurate picture of the library's experience with tourism. Participants included a diverse mix of urban, rural, Francophone, Native and border libraries. Specific points to note are as follows:
8.1 Table 1 
8.2 Table 2 
IX. Factors Affecting Data Collection
On a statistical basis due to the overwhelming response rate, the data is representative with confidence. This, in turn, increases the accuracy of the results. However, when performing the analysis, it is important to identify factors, which may affect the data, and therefore, the results. Those factors in this study are outlined below:
"Difficult or almost impossible to answer the sections about the frequency of tourists to the library by age or by geographic location." Windsor Public Library
"It is difficult in a small library to meet all the needs of tourists in the area and still meet the needs of those permanent residents paying taxes in the community." Wasaga Beach Public Library
"Some of the statistics and service information provided applies to seasonal residents and not to visitors. Visitors have limited privileges. Stats are average guesses over the year and would be much higher in the peak summer months." Fort Erie Public Library
"A lot of this is pure guesswork, so of limited value. I have no idea how many tourists visit this community per year. I tried to put "Don't know" but then was not allowed to proceed." Arnprior Public Library
"Sorry I am only a secretary for a part time library and I have not had any contact with the public." Pelee Island Public Library
X. Data Analysis & Discussion of the Results
10.1 OBJECTIVE ONE Inventory of Library Services & Facilities 10.1.1 General Inventory An essential task of the survey was to gather information regarding the services and facilities that are currently provided throughout Ontario's public libraries. Up to this point, there had been no such account or inventory, making accurate communications to the public hardly possible. The table below presents the complete list of services and facilities, which was included on the survey and the corresponding percentage range of libraries that are currently offering them.
In order to analyze the offerings among Ontario's public libraries, the inventory of available services and facilities was divided into a number of categories, as follows:
See graphical representation in appendices 3 through 7.
10.1.2 Inventory for Tourists It is noted that for most services and facilities, there was not a substantial difference for those offered to the local residents, and those offered to tourists*. Although this appears to contradict the general assumption that services would be restricted for tourists, it actually makes perfect sense. In other words, libraries do not seem to discriminate between residents and tourists, just as they do not tend to discriminate between types of information requested. For them, a customer is a customer! The following table indicates the percentage of libraries offering the listed items to tourists:
*NOTE: Unless otherwise stated, it was assumed that library membership is not necessary for these services/facilities. It is interesting to note that the listed services include some lending materials and expensive equipment, which carry a risk factor for non-return and possible damage or loss. Others offerings, such as workshops, and children’s activities, often require prior booking, and in some cases, membership. Despite these restrictions, they are also offered to tourists in most libraries.
10.2 OBJECTIVE TWO Unique Responses of Public Libraries 10.2.1 Northern Ontario Region A total of 99 of the 201 surveys were submitted by libraries in the Northern Ontario Region, which was defined geographically as those located within the 705/807 area codes. Because this group represents almost half of all participants, it is unlikely that their responses would deviate greatly from the collective data. A summary of their responses is next:
Cottage/ Holiday home 69% Local Scenery / Eco-tourism 54%
"For the past 2 years. Elliot Lake has hosted "Raid the North" extreme adventure racing." Elliott Lake Public Library
"Charge for temp card is for out of province patrons." Lambton County Library
10.2.2 First Nations Though only 14% of the First Nations libraries participated, their feedback was informative and invaluable. The following highlights are taken from the eight Native respondents:
10.2.3 Border Libraries Border libraries are defined as those located on or near Ontario's geographical borders with Manitoba, Quebec, and the United States. This group made up 31 of the 201 respondents. Interesting points are noted below:
- 29 have a community bulletin board - 26 house special collections - 28 have genealogical records and library websites - 20 have archives
10.2.4 Francophone The Francophone libraries only made up 11 of the 201 of the total respondents. Since there are only 13 French public libraries listed in Ontario, this represents an 85% participation rate from this group.
10.2.5 Cottage/Holiday Home This category concerned those who had responded that Cottage/Holiday Home was one of the main reasons why tourists visited their region. This encompassed 111 out of 201, or 55% of all the libraries studied. Upon closer examination, it was discovered that:
10.3 OBJECTIVE THREE 10.3.1 Tourism Indicators a) Internal Awareness (Within the Library)
"The number of tourists is hard to estimate if you consider how many people come here for hockey tournaments, skating competitions and curling bonspiels." Red Rock Public Library
"We find we (Library) is becoming "THE" stop for travelling youth and seniors BECAUSE OF INTERNET ACCESS-Email and online banking are the major uses of our Internet service." Dryden Public Library "Our tourist traffic has increased some over the last few years as word spreads of free Internet access available at libraries." Huron Shores Public Library
b) External (In the community)
"We need to make a more visible effort to let tourists know what information we can provide them about our community, especially after 5:00 p.m. when the tourist both is closed." Welland Public Library
"The Whitby Public Library is an unusual case because we have a separate branch, which handles tourism and community information. As a result, we deal with thousands of tourists throughout the year." Whitby Public Library
10.3.2 Local Tourism Industry Support by Libraries The following graph best illustrates the level and type of tourism industry support activities, which are currently found in the Ontario public libraries:
"We supply Shaw and Stratford Festival brochures to our patrons as well as more local theatre initiatives." Chatham-Kent Public Library
"We could carry more local info for tourists. Have a formalized policy for seasonal resident memberships. In general, there could be more publicity/encouragement that tourists can use public libraries for many services." Merrickville Public Library "We could provide signage indicating that we can/do provide tourist information, especially since the Library is open many more hours per week than the Tourist Information Office down the street." Owen Sound and North Grey Union Public Libraries "We could promote our community in the winter months when our information centre is closed. Chapleau has a very active snowmobiling club, we could promote with brochures & maps. We have an online directory of motels, restaurants in the area." Chapleau Public Library "We like to see culture and tourism working together whenever possible. We are a small community but tourism is growing in the north and we should be able to work together without duplicating services." Terrance Bay
10.4 OBJECTIVE FOUR 10.4.1 Impact of Technology & the Connectedness Agenda
10.5 OBJECTIVE FIVE Highlights of Best Practices & Library Experiences 10.5.1 Customer Service The following statements reflect the services that already exist in most libraries and are currently used by tourist. "Tourist seen ultrasound of new niece/nephew-to-be through e-mail photo image. She was travelling across Canada and received messages from family in different location than her home." Bancroft Public Library "Most tourists who come to the Chatham-Kent Public Library are here to research family histories/genealogy and they come from Michigan primarily although we have had visitors from Arizona and deep south states as well as Ottawa and SW Ont. locations. We have some drop-in traffic that wants to check their E-mail and don't want or require other types of services. We have had visitors from Australia doing this as well as some closer destinations such as Guelph Ont. We also get asked for directions and people want local street maps if they are on business but this happens infrequently." Chatham-Kent Public Library "We have had visitors from all points in the states visiting family in Oshawa, working in the library on their family history, the latest I recollect from Texas. Recently we've had foreign students studying in Oshawa (from Tanzania) who are thrilled to be able to use our Internet service to contact family back home." Oshawa Public Library "Many people are amazed at how much excellent material we have in our small rural library. They often say they have to wait six months before they get the latest books, but they come to the cottage and often we have it. Business people love to be able to communicate with their offices in the big city while they are enjoying life up here in God's country. Several are looking into how they can spend the summer up here and still do business using the Internet." Whitestone-Hagerman Memorial Public Library "Visitors to our library request local information more than anything else...maps of the city and area and how to get to local tourist spots. They tell us that they come to the library because it is a location they feel comfortable in, they can check their e-mail contacting home (for free here), they know their queries will be answered promptly and respectfully, and they can relax, catch up on the news, read a magazine, wait for the next bus/plane etc. We are very close to the marina here and many people dock and walk to the library. We have always had positive feedback from all our visitors and do our best even if there is a language barrier."" Sault Ste. Marie Public Library
10.5.2 Over & Above Here are a few situations in which librarians and library staff have extended themselves to go over and above their job descriptions to meet the request of tourists. "A young girl from Honduras came in and wanted to email home. With her very limited English and my limited Spanish and some sign language we got through getting online and to her folk. She was so delighted she came back again every other day till she left. While here I introduced her to our library Spanish section and videos. Another person called and was looking for an ancestor. I was able to direct them to their ancestor’s family still alive and now they have a great relationship." Black River-Matheson Public Library "A tourist visiting our library, left her prescription sunglasses, went for a picnic lunch, returned and found the library closed, she went to the nearby video store. They telephoned me at home, on a Saturday afternoon. I returned to the library and found her sunglasses. She was very grateful and wanted to give us a donation. I told her it wasn't necessary and she wrote a note to our local paper and give us some welcome publicity." Edwardsburgh/Cardinal Public Library "One American here for fishing wanted to use our fax line to send in reports to his head office on his laptop. He paid us $20.00 for the privilege and was very grateful for the use of our facilities. We usually have an influx of tree planters here in the spring and they overrun the library on Saturdays to use the computers." Elsie Dugard Centennial Public Library "As our Library is only open on Monday and Thursday evening’s tourist/cottagers have the option of dropping returns at the librarian's home on the weekends." Tudor & Cashel Public Libraries "The tourists are very appreciative of any assistance than we can give them. My assistant actually had a tourist send her a floral arrangement after he had left the Library. What a nice gesture!" West Grey Public Library 10.5.3 Donations There have been several instances when out of town patrons have shown their appreciation towards the services provided to them by Ontario public libraries by giving financial donations. "U.S seasonal residents provide annual donations to support purchase of materials for our branches. Tourist/researcher from Great Britain spent holiday researching library materials on family member form the 19th century and subsequently sent finished book to library. Heavy use during summer of public Internet stations by tourists and travellers." Fort Erie Public Library "We have one American tourist that uses our library and every year at Christmas he donates $100.00 to the library for the excellent service he has received during his summer stay in our area. We welcome all tourists into our library and offer them the same service that we offer other residents. We ask for a $20.00 fee for one family to use our services and $18.00 of that fee is returned to them at the end of their stay after all materials have been returned to us. No one has ever complained about having to pay this deposit fee. We feel that the deposit fee is necessary to ensure that the materials come back to us." Powassan & District Union Public Libraries
10.5.4 Unique Services In Ontario there are many libraries that offer benchmark or unique services that are worth investing to see the possibility of offering such services province wide. "We assisted Americans access the internet who were stuck here after Sept.11th. We were able to introduce tourists on the M.S. Chi-cheemaun ferry to the possibilities of mobile connectivity, even though the technology is not up to our expectations." "Library is hosting a marine based public internet site on the M.S. Chi-cheemaun ferry service." Bruce County Public Library "Our website provides links to 300 websites under thirty-five different categories, many of which are of special interest to tourists. For example, we have event calendars, listings of all churches that have websites, maps, information about theatres and cinemas, and heritage sites. Under "transportation" tourists can click on a button to find wait times for our border crossings." Niagara Falls Public Library "On our WEB page we have a link to money exchange and have had several Americans come in to see us and we were told when they saw how much their money was worth in Canadian they decided to holiday in Canada. So I think it would be a great idea to have this link on any web page that is tourist oriented. " Thessalon Public Library "The Whitby Public Library is an unusual case because we have a separate branch, which handles tourism and community information. As a result, we deal with thousands of tourists throughout the year." Whitby Public Library "Was impressed with the aboriginal artifacts in the library that shows are aboriginal cultural and how we use the library to promote cultural awareness by incorporating our Annual Three Fires Pow WoW and including a Kids corner activity with this 2 day festival during the last week in August. Throughout the year we promote story telling by our aboriginal storywriters and contests/activities and family curriculum’s. We promote and display our War Veteran material with our Elementary School - Lloyd S. King and with our community. Monthly newsletter promote every person that visited our library for the month (includes where they are from) - have sign in book." Mississaugas of the New Credit First Nations Public Library "We created a CD-ROM and Web Site entitled Native Peoples of Simcoe County. The work provides a historical overview of the settlement and migration patterns. Look under Local History on the library's website www.innisfil.library.on.ca." Innisfil Public Library
10.5.5 The Eager Beavers Many libraries already realized the role they play in supporting tourism in Ontario and are more than willing to help improve their relationships with tourist and the tourist industries. In fact many have begun to initiate solutions and services to improve services intended for tourist. "This library would be pleased to have a tourism kiosk set up all through the year for local, provincial and federal tourist information. The material should be free, staff should be trained to answer queries in depth, and there could be a 1-800# public access for information that staff cannot provide." Sault Ste. Marie Public Library "We are always lacking in enough space to properly service tourists. We could use more computers than we have. There are always people waiting and if someone is passing through they want to get on the computer in a hurry. We have a number of brochures on tourist attractions but we could certainly expand those." Municipality of Tweed Public Library "Provincial marketing of the PL as "The Source" for Internet access, for friendly assistance in accessing information on local events, businesses, services. We would APPRECIATE added funding for additional Internet access + computers; for a small portable kiosk/bulletin board/pamphlet holder to display brochures and info and posters. We would appreciate recognition for doing a job we have been doing for a century!" Dryden Public Library "We could provide signage indicating that we can/do provide tourist information, especially since the Library is open many more hours per week than the Tourist Information Office down the street." Owen Sound and North Grey Union Public Library "We are looking at becoming a downtown satellite tourist information kiosk in partnership with the town of Oakville." Oakville Public Library "We could carry more local info for tourists. Have a formalized policy for seasonal resident memberships. In general, there could be more publicity/encouragement that tourists can use public libraries for many services." Merrickville Public Library "We could promote our community in the winter months when our information centre is closed. Chapleau has a very active snowmobiling club, we could promote with brochures & maps. We have an online directory of motels, restaurants in the area." Chapleau Public Library
10.5.6 About the Survey Several libraries provided positive feedback about the survey. "This is a good idea to survey how very much libraries in particular work with tourism issues. Of course small rural communities rely on libraries to be the "hub" of their area. We are close to the Fort Erie/Buffalo border and situated on Lake Erie and as such do have a fair number of summer residents. Marshville festival labour day weekend events entertain many people." Wainfleet Public Library "This survey made us aware that tourists are very important to our library." Massey and Township Public Library "This was a good survey. We like to see culture and tourism working together whenever possible. We are a small community but tourism is growing in the north and we should be able to work together without duplicating services." Terrance Bay Public Library "Not a very difficult questionnaire to do very informative itself." Emmo Township Public Library "I picked up a few hints to make this library more welcoming to Visitors. Thanks" Gravenhurst Public Library "The questionnaire was easy to complete and of a timely nature." Township of James Public Library "No comment except it was nice to be able to do the survey on line" St. Joseph Township Public Library XI. Recommendations 11.1 From the Ontario Public Libraries: When given the opportunity to comment, the respondents reacted positively with suggestions for improving the library/tourism relationship. A considerable number of libraries have already been working closely with their tourism counter-parts, and this should be applauded and encouraged further. Others had constructive ideas for establishing better communication with the tourism networks in their communities. Consequently, the libraries recommended the following:
"Local tourist information centres need to be made aware of the services offered by the libraries to tourists (e.g. email access). Libraries are also a place to relax etc and visitors need to be told where the libraries are and the hours." Waterloo Public Library
"The best way to service is via good web sites. That allows tourists to research their visit, also access local history and other resources, which need to be digitized. Providing public access Internet is also valuable to tourists who may wish to check their email. Once they are doing that local brochures and staff contact are valuable resources too." Middlesex County Library Public Library
"We have a 'Chalmers' collection- the name given to a specialized, separated collection of books, magazines, videos and reviews about Shakespearean/Elizabethan Theatre." Stratford Public Library "The unique collections of public libraries should be promoted to tourists. This would include historical and genealogical material in particular." Woodstock Public Library
As with any public institution, libraries rely on funding. The survey respondents proposed a wealth of ideas regarding funding for a better tourism environment. Increased promotion was the most noted suggestion, and with only 21% of libraries having signs or indicators that they offer support to tourists, this is an area ripe for expansion. "I would like to see a closer relationship between the municipal tourism department and the library system. Many of the tourist information centres could be doing more to make tourists aware of library locations. I think a good effort is being made to promote tourism within our municipality by the library staff. Certainly we field many phone calls, because folk will see the Library website before they find our tourist information. In smaller communities the Board of Trade office is not open 9-5, 5 days a week, and the library will field the calls instead. I believe all libraries including those not in tourist areas should be more open and welcoming to the traveling public. As a traveler I have appreciated the friendly library facilities across Canada (including the far north)." Haldimand Public Library "Tourists would be happy if their library card was valid (for full service) for any place in Ontario. In our library, they would like to see us open more hours, especially Mondays. (Currently, we are open 10 a.m. to 9 p.m. Tuesday to Friday and 10 a.m. to 5 p.m. on Saturday.) They would like us to have more computers as demand exceeds supply. They would also like us to supply more daily newspapers. Many of these issues are funding ones. We are in the process of improving signs directing people to the library in order that they can locate us easily. Promotion of libraries as tourist information centres by province. Greater funding to recognize and support library tourism activities." Perry Sound Public Library
The Libraries identified the following as priority areas:
"I think Libraries should be more prominent in terms of being recognized in the community. Signs on the Hwy. and in cities/towns similar to hospital and museum signs, would give the impression that Libraries are for the public, not just for those that are members" Tehkummah Public Library "What is needed more is advertising the fact that libraries have the resources to find out information for travelers and that we do house quite a bit to start with. Patrons just don’t know about it. " Chatham/Kent Public Library
"In our library, the services and programs available for tourists and the tourism industry could be enhanced by additional funding to increase our staff and operating hours. We are very limited to what we can provide with only one person working at a time and only 30 hours open each week. Summer months are extremely busy and we could use four or five Internet terminals for all the tourist requests for use, which we receive. Many times we have to turn people away for lack of equipment and staff for assistance." Michipicoten Township Library
"We are always lacking in enough space to properly service tourists. We could use more computers than we have. There are always people waiting and if someone is passing through they want to get on the computer in a hurry." Municipality of Tweed Public Library
11.2 From the Research Team: This being the first study of its kind, such a large response was not anticipated. With 201 responses out of a possible 309, this was a positive indicator about the libraries’ willingness to participate in the investigation. A substantial number of respondents had much to say regarding the library/tourist relationship. The Team recommends that further research should be conducted in order to:
Since the survey was completed from the libraries’ perspective only, true and accurate information about tourists and their behaviour was limited. A reasonable explanation for this is that it is difficult, if not impossible, to distinguish a resident from a tourist, unless that patron happens to indicate his/her status to the librarian. It is therefore advised that future studies are designed to:
"Need to survey our tourist clientele in order to increase awareness of our role as a source of current tourist information. In the Ottawa-Hull area, tourism has a massive economic impact & we need to show that we are contributing to the vitality of the tourist industry." Ottawa Public Library
"Most tourists who come to the Chatham-Kent Public Library are here to research family histories/genealogy and they come from Michigan primarily although we have had visitors from Arizona and deep south states as well as Ottawa and SW Ont locations. Because of our Genealogy collection, we get quite a few genealogists in the summer, who will happily spend days here!" Chatham-Kent Public Library "We have many visitors from across North America who come to conduct genealogical research. We have created on-line genealogical and historical information to promote such visits. This includes indexes to local genealogical information and on-line exhibits on items of local history with wide appeal. These exhibits are attracting additional interest. The Beaver Magazine, for example, is using one of our exhibits in an upcoming article." Woodstock Public Library "We have an exceptional Archives Collection representing many facets of our community and a well-indexed local history collection. The Ontario Genealogical Society, Sault Ste. Marie Branch houses their collection with us also. Our Genealogy Resources are well-known across Northern Ontario and Upper Michigan." Sault ST. Marie Public Library
XII. Special Issues Ontario Tourist Card A separate section was dedicated to obtaining opinions and ideas about an Ontario Tourist Card. The card was intended to be a tracking device for tourist traffic within the provincial libraries, and possibly connected with tourist attractions, events, or businesses. The tourist card would be distributed at border crossings and tourist centers, but not necessarily through the libraries. Details of the card’s purpose and its application were not sufficient for the majority of respondents. Many were confused as to the extent of services available with the Tourist Card, specifically for the lending of materials. Even the use of the word "card" was misconstrued, as the libraries had their own associations with and preconceptions of that term. Consequently, the general feedback was that more information was needed in order to offer any valid opinion. "Re: Proposed Tourist Card. It is not clear whether this proposed tourist card is intended for library use only or for other services. If other services are to be included, what are they?" Brock Township Public Library "I would like more information and background on the proposed tourist card - what it is to be used for, how and why." Burk’s Falls, Armour & Ryerson Union Public Libraries "Concerning the tourist card, my concern would be with tourists not returning materials lent to them. If there were some sort of fund available to protect libraries in such an event, I would be more than pleased to offer such a card. This may be the case for other libraries and such a fund would offer a much greater participation rate." Hawkesbury Public Library "From the questionnaire I understand the Ontario Card for Tourists to be something incoming tourists can obtain and would fill out in the expectation of facilitating access to library services. Such a card would not facilitate access to this library, as it wouldn't change their entitlement to services. If the objective of the tourist card is to promote use of libraries for research, net access, temporary access to loans etc. I would prefer to see money invested in general promotion to tourists and business visitors about Ontario's libraries." Vaughan Public Libraries
If this area is to be pursued in the future, it is recommended that a separate study be performed. Adequate information, including the significance and use of the Card, must be dispensed prior to the actual study. It must be clear that the Card will not replace or carry the same implications as the existing library card(s). Greater emphasis should be put upon the fact that it is designed from a Tourism perspective, but should benefit the libraries with its implementation. Perhaps a new approach altogether would be more appropriate. One suggestion is that the "Card" be abandoned in favour of a "Passport." Incorporating the idea of a travel document for libraries not only conjures the images of tourism and exploration, it also cleverly avoids the "card" terminology and confused during this study. The Ontario Library Passport would then be recognized as a uniform piece of identification, accepted by the entire library network, and not as a membership to any individual branch.
XIII. Conclusion
Although further study is needed in this area the study was conclusive in many respects. It showed that libraries are aware of tourism and do support it in most cases. Also libraries are very well equipped to handle the basic services that tourists use such as Internet access. Libraries simply need more promotion of their services. Something as small as a highway sign could go a long way in bringing tourists into the libraries. Essentially the goal is to increase tourist spending in Ontario. If tourists find Ontario to be extremely supportive to travelers by supplying things like Internet access and tourism related information then they are more likely to come back and enjoy everything Ontario has to offer. |
|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
|
||||||||
