In this week’s lecture for Hyperlinked Communities, @michael talks about Open+ at the Gwinett County Public Library which allows people to enter the library before or after staffed open hours, increasing access to library services and technology.
In 2019, the Toronto Public Library retrofitted two small branches with Staffless Library technology created by Bibliotheca, the same company which created the technology for self checkouts implemented in 2004 which resulted in the loss of 81 full time positions (Local4948, n.d.). The union fought against move towards Staffless Libraries through an online campaign, lawn signs and these award winning videos created by Head Gear Animation.
Watch the videos here.
From the perspective of library management, and some members of the public, staffless or self-service library hours are a great idea! Just a few weeks ago, I registered a patron for self service access to Todmorden Room, which is located in a community center. It took a few clicks on the computer, a form to fill out and sign which included the rules of conduct, an email and interoffice mail. Now she can visit the library while she is waiting for her children to do their swim lessons. All she has to do is scan her library card and enter her PIN.
I had also heard about an incident where an excluded customer had entered the library during self-service hours, by banging on the door and demanding access to the library. Two customers were already inside and one of them opened the door. The excluded customer yelled, “I need a computer!” and the two customers left. The excluded customer began using the public computers to view inappropriate materials and doing other things that are not appropriate for a public space.
Balancing the risks outlined in the videos (including inappropriate use as outlined above, patron safety, unattended children, etc) and to jobs for library workers with increasing access to library users can be tricky. The library provides a much needed free space for all which includes people who may be experiencing trauma related issues. Does restricted access create issues around service for all which now the public has to navigate?
The self checkout technology implemented in 2004 has made processing books faster as well as improving service to customers. Less line ups and so on. I could not imagine going back to the “old days” although we did experience a version of this during the “down time” after the cyber attack of October 2023.
Is it possible to embrace the convenience and extended service offered by staffless library hours while also maintaining patron safety and keeping library worker jobs? We must try to find a way to balance all of it.
References
Head Gear Animation. (2023, November 29). Head Gear Animation – TPLWU 2 dangers [Video]. YouTube. https://www.youtube.com/watch?v=OCopGuty_nY
Local 4948. (n.d.). Staffless libraries. https://www.local4948.org/issues/staffless-libraries/
Local 4948. (2019, January 20). Thank you for your support, @irismooninthecity ! We have been delivering these lawn signs all over the neighbourhood around Todmorden Room library [Post]. Instagram. https://www.instagram.com/p/Bs4LYZxBdz6/
Stephens, M. (2025). Hyperlinked communities [Video]. Panopto. https://sjsu-ischool.hosted.panopto.com/Panopto/Pages/Viewer.aspx?id=3eacdb23-84fd-49e5-9975-aef3014b3ed2
Stephens, M. (2019). Wholehearted librarianship: Finding hope, inspiration, and balance. ALA Editions.
Toronto Public Library. (2025). Self-service open hours at Swansea and Todmorden Room. https://www.torontopubliclibrary.ca/hours-locations/extended-hours-program/
Hi Daisy, I enjoyed reading your Hyperlinked Community post. The first I’ve heard of staffless libraries was in this course. My first impression was that this is a great idea to provide early access or late access to libraries. I didn’t even consider that staffless libraries could replace the role of staff of staff. I had thought that this was supplemental access to libraries outside of normal hours. So to hear about many library staff losing their jobs was disheartening. I also didn’t think that people would do/act inappropriately during these access times (wishful thinking or thinking the best of people). I could imagine that if a patron was acting inappropriately it would have made other patrons feel uncomfortable with no one to turn to. Maybe these staffless hours should coincide with on site security. Or maybe there is an on-call contact for patrons to call if patrons need support. Your assignment made me think more deeply on the subject, thanks!
Hi Ali,
It may have been misleading but the campaign against staffless libraries is suggesting that greater implementation could lead to job loss in the future. The example of the implementation of self checkout technology from twenty years ago is given which eventually led to a loss of 81 full time positions. Now management may counter that there are such and such full time equivalent positions meaning that part time staff have to volunteer for extra hours (which they may or may not get) in order to make enough money to pay rent etc while also losing out on health benefits, sick pay, vacation and holiday pay, etc. Basically full time staff cost more money so it is more efficient to have full time equivalent (part time) positions.
To add more clarity, the Todmorden Room’s hours are:
Monday Closed
Tuesday 12:30 pm to 8:30 pm
Wednesday 9:00 am to 5:00 pm
Thursday 12:30 pm to 8:30 pm
Friday Closed
Saturday 9:00 am to 5:00 pm
Sunday Closed
And self service hours are:
Monday 9:00 am to 8:00 pm
Tuesday 9:00 am to 12:30 pm
5:00 pm to 6:00 pm
Wednesday 12:00 pm to 1:00 pm
5:00 pm to 8:00 pm
Thursday 9:00 am to 12:30 pm
5:00 pm to 6:00 pm
Friday 9:00 am to 8:00 pm
Saturday 12:00 pm to 1:00 pm
Sunday Closed
The self service hours do help fill the gaps (except Sunday which will change soon as all 100 branches will be open 12-5 starting late October).
There is a phone which connects to library staff in another branch which is why the self service hours are scheduled during times when other branches are open. I am not sure how effective the system is. From reading incident reports, it seems like the community centre staff are likely more responsive that staff from branches in the surrounding area.
Thank you for clarifying!
Hi Daisy,
Staffless libraries are such an interesting idea. I can see how it can be scary that it can (and has) taken away library jobs. I do believe that there can be a balance though. For example, at the public library I am currently working at, there is a kiosk for checking books out and a kiosk for looking up books in our system. This has been tremendously helpful during times that we are incredibly busy at the front desk. For us, the kiosks have been beneficial. I also like the idea of having these kiosks before and after library open hours. This is definitely something to think about!
Hi Daisy,
I really appreciated your perspective on this. The issues you raised are key reasons for the necessity of on-site staff, and I agree with Ali that these services should be used to enhance hours and service, not as a reason to cut back on hiring dedicated librarians. Outside of dedicated hours, having some security available to ensure patron safety while providing some library functions helps to increase access, but if the library were just automated systems and security I believe that this would create an unwelcoming environment and sacrifice a lot of what makes the library special.
@daisychia and all – I so appreciate this conversation around staffless libraries. I would urge you all to listen to the recording from yesterday where Michael actually discusses open library a bit in response to a question. He actually notes that there has only been one small incident in all of these years that they’ve been doing it. And he always emphasizes the fact that this wasn’t to replace staff, but to give patrons more access to the library.
Hi @Michael @iant @eestradalopez,
I agree that using the staffless library model to enhance existing library hours can only be of benefit to library users. The perspective I offered here is one that I have witnessed around me and the narrative of job-loss comes from the library workers union. Library management’s implementation of the technology at these two small branches was a pilot project. Six years later, it has not expanded due to protest from the union.
I watched the recording of yesterday’s conversation and appreciated what Michael Casey said about users being most comfortable in the evening hours when the Open+ system was enhanced with the presence of a security guard. I also liked his suggestion that if you were to do this, then you might not need the technology investment- since the guard will be there to check library cards, etc. I wonder if his library system has a unionized workforce? Unions can have stricter rules about who is allowed to do what jobs.
This also reminded me of the extended study hall hours at the Brampton library. Similarly, it extends the use of the library beyond open hours. Students must register with their library card. The library study halls are open between 6 pm and 10 pm on Saturdays and Sundays. A security guard is present during this time.
As Vickery Bowles, retiring city librarian of the Toronto Public Library likes to say, “The best thing a library can be is open.”
https://www.bramptonlibrary.ca/programs-and-services/services/after-hours-study-hall
https://toronto.citynews.ca/2024/10/27/mayor-olivia-chow-plans-to-keep-libraries-open-7-days-a-week/