Image description: Lauren Jessop, CEO of the Barrie Public Library, and Laura LaFleshe, Director of Community, Connections and Content accepting the award at the OLA Super Conference 2025 in Toronto. Download a hi-res version of this photo.

The Barrie Public Library (BPL) was recently honoured with a prestigious Minister’s Award for Innovation. BPL was selected for their Mobile Device Project, which used technology to improve customer service and revamp internal communication channels.

 

This award from the Ministry of Tourism, Culture and Gaming recognizes successful new approaches that demonstrate a positive impact in the community and provide continued value to public libraries. The library learned in November that they were shortlisted alongside 15 other talented libraries for the award. 

 

CEO, Lauren Jessop, and Director of Community, Connections and Content, Laura LaFleshe, accepted the award at the Ontario Public Library Service Awards during the annual Ontario Library Association Super Conference in Toronto on January 30, 2025.  

 

In response to service challenges after the COVID-19 pandemic, the Mobile Device Project was introduced in 2023. 

“For many years, frontline public service staff at the Downtown location used walkie-talkie radios and headsets for communication,” says Laura LaFleshe. “However, with multiple locations and increased outreach events in the community post-pandemic, it became clear that our team needed a more efficient communication tool to serve our customers.”  

After evaluating various options, all frontline service staff were provided with a mobile device and headset, enabling quick and seamless communication through Microsoft Teams. This allows staff to communicate efficiently via text, call or walkie-talkie within the same building, across locations, or while facilitating events in the community. 

Image description: Barrie Public Library staff holding a staff phone in the Downtown Library. Download a hi-res version of this photo. 

To enhance service delivery further, the library’s Information Technology team installed software on the devices, enabling staff to assist customers wherever they are. Staff are now able to sign up new members for library cards, check out items, resolve account issues, and much more - all without requiring access to a service desk.  

“Our investment in mobile technology has transformed how our staff connect with each other and with our customers,” says Andrew Rogers, Manager of Information Technology. “The ability to integrate our communications and tools into one device, at an equivalent cost, has significantly improved efficiency and customer satisfaction.” 

A key outcome of this initiative’s success was the ability to create library cards at outreach programs and community events, which significantly contributed to the library welcoming over 12,000 new members in 2023 and 2024, respectively. 

“This award is a testament to the Barrie Public Library’s commitment to innovation and service excellence,” says Lauren Jessop. “We are proud to have implemented a solution recognized by the library industry that enhances both our staff’s ability to serve and our customers’ library experience.” 

The Barrie Public Library remains dedicated to finding new ways to meet the evolving needs of the community and will continue to explore strategies to enhance library services.

The Barrie Public Library is a welcoming space where community comes together. We promote literacy, support the joy of discovery, and transform lives by providing knowledge, information, and resources that meet our city’s growing and evolving needs. Explore all the benefits of a library card at barrielibrary.ca.