Virtual Interview Room
Toronto Public Library
Innovation Synopsis
In 2023, TPL launched the Virtual Interview Room (VIR) at two locations.
The VIR provides users with a quiet and private space, equipment and software and wraparound supports to complete virtual job interviews.
The service was developed through the City Librarian’s Innovation Challenge, an annual callout for staff ideas, and furthered TPL’s strategic priority to create pathways to workforce development.
A pilot evaluation was completed in early 2024 and outcomes were very positive. The service was well used, with 600 bookings, and supported customers with employment and related needs, including training and certifications. Customer feedback was very positive, with customers and staff asking for the service to be added to more locations across the city.
In March 2024, a long-term vision was approved to add the VIR to 45 more branches (of TPL’s 100 branches); the next two VIRs will launch in fall 2024 and early 2025.
Challenge/Opportunity
TPL identified and explored the following challenges and opportunities through our Virtual Interview Room pilot:
- The pandemic has fundamentally changed the way we work and seek work, including the rise of virtual work and meetings. How do we adapt our space, technology, and staff services to support this changing landscape?
- TPL’s strategic focus on workforce development over the past several years has led to increased staff expertise and strong community partnerships. How can we leverage these resources to support the public’s increased need for space and equipment to conduct virtual job interviews?
- The increase in employers’ requirements for virtual meetings and interviews brings with it an increase in demand for digital literacy skills. How can we adapt our service offerings to meet this demand?
- Creating a space for job interviews at the library may increase demand for other employment supports. How can we anticipate and meet our customers’ employment-related needs?
Key Elements of Innovation
TPL’s Virtual Interview Room addressed our challenges and opportunities through these innovations:
- Reimagining traditional library meeting and study rooms into a quiet, private, welcoming, comfortable and technology-enabled space to support virtual job interviews and related online meetings
- Repackaging existing library collections, electronic resources, programs, services and staff supports related to employment into a cohesive set of wraparound supports for VIR users
- Using change management techniques to help staff build their own digital literacy skills, so that they could support the service and champion it to their community
- Identifying opportunities to build collaborations with local organizations (e.g. employment agencies) to grow awareness of the VIR service
- Conducting a lessons-learned exercise after the pilot year to document best practices and operationalize the service
Achieved Outcomes
TPL’s Virtual Interview Room pilot achieved numerous positive outcomes and long-term successes:
- A well-used service (600 bookings in 2023) that addresses a community need and led to customer successes
- A service model, equipment standards, and customer and staff support materials that will be fine-tuned as we operationalize the service
- Increased staff digital literacy capacity to support virtual conferencing tools
- Positive customer and staff feedback, including a user who noted on a feedback form: “It is really useful to have a dedicated area for virtual interviews. I really hope that this service will expand to other TPL branches closer to me.”
- Positive media and social media attention, including a prime time segment on CityTV News. Watch here.
- A long-term vision to expand the service to 45 more locations (out of TPL’s 100 locations) over the coming years; with the next two launching in Fall 2024 and Spring 2025
