Service Disruption February 2023

A planned upgrade to the Library’s collection and customer database will result in minor service disruptions from mid-February into the first week of March.

The upgrade will ensure the Library is able to continue delivering excellent and secure customer service well into the future.

Throughout the entire process, customers can continue to borrow and return books, DVDs and other materials. Note that any returned items returned during the upgrade may remain on your account for a few days. You will not accumulate any fines or fees during this time (remember, the Library is now fine free).

Some digital collections and databases may be impacted during the project (see table below for possible digital services interruptions).

New memberships can still be created by staff throughout the project. However, new members may have to wait a few days to access digital collections and services. Applications to become a digital Library member will be processed manually throughout the project.

Once the upgrade is complete, customers are not required to take any action and there will be no changes to the functionality of the online catalogue or your online account.


March 7 Project Update

Our upgrade project is nearly complete. Customers can now log in to their online accounts. After logging in, however, customers should ignore the “We’re sorry message” that appears. From this page, customers can:

• Click either your user icon in the top right corner to access your account
• Click the “Browse the Library” catalogue link to see items in the catalogue, or
• Perform a search using the search bar.

 

After taking one of the above actions, customers will be directed to the catalogue and account pages that were available prior to the project upgrade. This means customers can place holds and renew items online and add items to their “for later” shelf.

Note that some of our collection is still being moved into the new system and there’s a chance that some items might not appear in searches or your holds or to be read shelf.

If you are searching for an eBook or audiobook, it is best to do it directly through the Libby app (on mobile or smart device) or OverDrive website (if using a desktop or laptop).

Of course, customers are always welcome to call or visit the Library to place holds or take out materials.

If you still can’t log in, please follow this link to let us know or call the Library at 519-756-2220

February 24 Project Update

Staff can now place holds for customers for customers, despite online customer accounts continuing to be down. 

To place a hold, please visit the Library or call 519-756-2220 ext. 3316. 

All online collections and services should be working as normal. 

As usual, customers will receive either an email or SMS text message when their hold is ready to be picked up. However, automated phone messages are not currently being sent. Any customers that were set up to receive automated phone messages will instead receive an email hold notification or a text message, depending on their preferences. If you believe you aren't receiving hold notifications, please visit or call the Library at 519-756-2220 ext. 3316. 

The upgrade project remains on schedule and customers should be able to log in to their online accounts to place holds, renew items and create reading lists by March 3.

If you have any questions or notice any issues, please call the Library or complete this online form.


 

Anticipated Timeline and Disruptions
February 19-23

You will not be able to:

  • Request or receive holds
  • Log in to your online account
  • Renew your membership
  • Pay fines or fees online or at a customer service desk
From Feb 23 to March 3 (anticipated)
  • Staff can begin placing holds for customers who call or visit a Library branch
  • Online customer accounts, membership renewals and payments of fees will still be down 
March 3 (anticipated)

The upgrade will be complete. All services and online account accounts will be restored and you will begin receiving notifications for any holds that are ready to be picked up.

Please complete this online form if you have any questions about the upgrade or notice any issues with the online catalogue or your account beyond what is outlined above.

Overall, this will be a major change for our staff and we appreciate your patience as we work through the process.  

 

 

Anticipated Impact on Digital Collection and Databases

 

The following digital services should not be impacted by the project:

OverDrive/Libby app eBooks and audiobooks

PressReader Digital Magazines and Newspapers 

Hoopla movie, TV, music streaming and eBooks and audiobooks

Ancestry.com (In-library use)

Proquest Historic Globe and Mail and Toronto Star Database

Grant Connect (In-library use) funding database

Transparent Languages online language training

TumbleBooks eBooks, audiobooks and learning games

 

Digital Services that will be unavailable during the upgrade project: 

LinkedIn Learning - Now available!

Freegal - Now available! 

Universal Class - Now available!

Novelist

Self checkouts

Customer accounts (won't be able to log in)

online payment tool

 

 

How should I prepare for this upgrade?

If you believe your account is expiring sometime between mid-February and the beginning of March, it’s recommended to call or visit the Library to renew your membership – especially if you use any of our digital services.
You may also want to visit the Library before the upgrade project begins to take out more books, DVDs and other materials to have on hand during the upgrade.
Can I join the Library during the upgrade?

During the upgrade, people will be able to visit a Library branch and become a Library member. However, until the upgrade is completed on March 3, people who joined between February 20 and March 3 will only be able to borrow physical materials and won't be able to access the digital collection.

Our online digital membership form will also be down during the upgrade.

 

Will this impact Libby, PressReader, LinkedIn and the other digital services?

Library customers will be able to access most of these services throughout the upgrade process. See the info above for more information on specific services.
 

Can I still borrow items items during the upgrade?

 

Yes. customers will be able to visit the Library check out items throughout the upgrade process.

 

Will there be any changes to the online catalogue or my online account?

 

No. The upgrades are happening to our database, which is known as the Integrated Library System. No changes are being made to the customer-facing online catalogue or customer accounts. Any lists you have created in your online account will not be lost. Please complete this online form if you notice any issues with the online catalogue or your account beyond what is outlined above.

 

Will I have late fees if I return a book during the upgrade?

 

No. The Library eliminated late fees in 2021. Also, all items returned between February 20-23 will be back-dated to Feb 20.

 

What happens to holds I place before February 19?

 

Your holds lists should carry over when the system comes online again and receive the same priority. Please complete this online form if you notice any issues with your holds or any other features in your online account.

 

Can I renew items during the upgrade?

 

You can only renew items at a Library Branch during the upgrade as our online and phone renewal service will be down throughout the upgrade. Remember, however, that no fines or fees will accumulate during the upgrade.

 

Will Self-Checkouts be Impacted?

Yes. Self checkouts will be offline during the upgrade and all items will need to be checked out at a customer service desk.