From 1988 to 2013, the percentage of Calgarians with library memberships decreased from 49% to 36% due to various factors, including the negative impact of membership fees. An opportunity to better respond to people’s changing expectations of libraries also existed; increasingly people use the library less to borrow physical items and more to access digital content and community, interact with others in library space, and benefit from high quality programming. Additionally, having to physically enter the Library to become a member was a disincentive for many non-members who have come to expect that digital devices should provide full and instant access to the world of information. Finally, the Library’s catalogue and website were not taking full advantage of leading practices in creating dynamic virtual environments.

The creation of a patron friendly web tool paved the way for instant access to membership anytime, anywhere. To complement self-registration and meet new members’ needs, steps were taken to improve the broader patron experience: The library implemented a new integrated catalogue and streamlined website to raise the quality of the digital patron experience. Physical facilities were improved by reviewing and right-sizing collections in all 18 locations to better showcase resources and make room for more patrons using the library, be they browsing collections, accessing computers and wireless, engaging in programming or taking advantage of improved access to meeting rooms.

As a result of these innovations, monthly new memberships increased by over 200%. Other major indicators of library usage also increased, including visitor counts, computer sessions, program attendance and the use of the catalogue, website and digital resources. The Library’s unique self-registration tool allows all Calgarians to help themselves to membership at their convenience. The newly deployed catalogue and website provides enhanced browsing experiences, streamlined processes for holds and accessing digital content that has resulted in substantial increases to patron suggestions. The review and right-sizing of physical collections in all 18 libraries have ensured that collections are relevant, discoverable and in good condition, provided opportunities to curate collections in new ways and increased space in libraries for more members using the library in different ways.