Richmond Public Library
Who is Richmond Public Library
Richmond Public Library (RPL) is the public library system for Richmond, British Columbia, serving the community since 1976. It operates four branches—Brighouse (Main), Ironwood, Cambie, and Steveston—with additional service points in Hamilton and the Minoru Seniors Centre. RPL’s mission is to “create opportunities to learn, connect, and belong,” and the system is now fine-free to keep access open for everyone.
The Challenge
Policies and SOPs were spread across old folders and email threads. It was evident that the new staff needed a clear playbook; supervisors needed one standard to inspect against; leadership wanted library documentation that matched privacy, safety, and accessibility expectations.
Our Approach
We interviewed circulation, programming, IT, and facilities leads, then sat at the service desk to watch real interactions. We mapped high-frequency scenarios (new card, materials return, holds, equipment loans, room bookings, code of conduct, incidents) and separated what must never change (policy) from how staff do it (procedure), writing them in plain language. Finally, we set owners for each section and a light version-control process so updates don’t break the whole manual.
The Solution
Policies & Procedures Manual (library-wide): clear policy statements tied to point-of-use procedures for circulation, membership, collections handling, programming events, space/room bookings, equipment and makerspace use, patron conduct and exclusions, incidents and de-escalation, child safety, accessibility and accommodations, privacy/records, cash-handling (if applicable), opening/closing, and emergency response.
The Results
Staff now run the same play at every branch, and new hires complete first-week shifts with fewer questions. Supervisors coach and audit against one standard. Patrons get consistent answers at the desk, on the phone, and online. Incident handling is calmer and documented the same way every time. Most importantly, the manual turned routine work into repeatable service, freeing time for programs and community impact instead of searching for “the right form.”
Contact Us
If your library needs a manual people can actually use at the desk, we can help.
The Write Direction will turn your routines into clear library policies and procedures—so every branch runs the same way, and your team can focus on patrons.
