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Published Monday March 16, 2020


Services Provided During Closure of the Facilities

BAnQ encourages its patrons to browse and use its digital services where they can remotely access its collections and archival holdings, borrow books in French or in English, read magazines and newspapers in French or in English, listen to music and watch videos: numerique.banq.qc.ca

Subscription

My subscription expires during the closure. What should I do?

All subscriptions expiring in March have been extended through September. Subscriptions expiring in April, May or June have been graced with a three-month extension.

Is it currently possible to subscribe to online services?

Yes. BAnQ staff started processing subscription requests to online services on March 23. Just fill out this form to send a subscription request. Longer wait times are expected due to high demand.

Please note that subscribers who hold a library card automatically have access to online services.

My subscriber’s card has expired. Can I still access the available resources online?

Yes, access to online services is maintained for subscribers whose cards have lapsed.

I’ve joined BAnQ, but I don’t have my client number or password to access the Web portal. Is there a way to recover them?

Yes, we can now forward your identifiers to you. Just fill out this form to retrieve them.

If you have your client number, but not your password, please use the Password recovery form.

Loans and returns

I have materials to return. What should I do?

During the Grande Bibliothèque’s closure, drop chutes located by the main entrance will remain open 24 hours a day, 7 days a week. However, you don’t need to bring back materials for now because due dates have been pushed back. The same applies to overdue materials (see below).

Due to the absence of employees, materials returned to the chutes can’t immediately be removed from subscribers’ accounts. Their return will be required when the library reopens. Late fees will not be charged during this period.

My materials are due; will late fees be charged?

No. No. The loan period for every borrowed item has been automatically graced with a 70-day extension so that no late fees are charged until the Grande Bibliothèque reopens. You can access your account to take note of the new due dates.

If the library remains closed for a longer period, other measures will be introduced.

My materials were overdue even before the Grande Bibliothèque closed. What about those late fees?

You’ll have to pay late fees due before the Grande Bibliothèque’s closure. No additional fees will be charged during the closure period.

I went into quarantine and couldn’t return my materials. Will fees be charged?

You’ll have to pay late fees due before the Grande Bibliothèque’s closure. No additional fees will be charged during the closure period.

Hold requests

I placed a hold on an item and it’s now available; will it be held for me?

Yes. The timeframe to claim materials on which a hold has been placed has been extended by 56 days. This measure will not have an impact on reservation ranks. Furthermore, no fines will be charged, until the library reopens, for reserved items unclaimed as of March 10.

Email notifications

Will I be notified to return my materials even if the library is closed or if my subscription is about to expire?

Email notification has been suspended for the time being.

Service québécois du livre adapté (SQLA or adapted book service)

Will the Service québécois du livre adapté (SQLA or adapted book service) continue to mail me my materials?

No. The adapted book service has been suspended.

Should I return materials obtained through the Service québécois du livre adapté (SQLA or adapted book service)?

No. The loan period for SQLA-sent materials has been graced with a 70-day extension. Due to the absence of employees, materials returned to the SQLA can’t immediately be removed from subscribers’ accounts. Their return will be registered when the library reopens.

Interlibrary loan

Will the Interlibrary loan service (ILL) continue to mail me my materials?

No. ILL service has been suspended.

Should I return materials obtained through ILL during BAnQ’s exceptional closure? 

No. Since it’s not recommended that you go out, you should wait for BAnQ’s facilities to reopen to return materials obtained through ILL. No late fees will be charged during the closure period.

What should I do if an item borrowed through ILL is due?

The loan period of every borrowed item has been or will be automatically extended so that no late fees are charged until the Grande Bibliothèque reopens.

What about requets sent before the closure?

Requests will be processed when the ILL service reopens.

Can I submit an ILL request during the exceptional closure of BAnQ's facilities?

Yes. However, requests will be processed on a first-come, first-serve basis when the ILL service reopens. 

What about pending requests (in storage or on hold) from a library dating from before the closure?

Requests that have not lapsed will remain active. Materials placed on hold will remain in your library's user account.

Lost-and-found

I forgot an item at the Grande Bibliothèque. Can I come by to pick it up?

No. You will only be able to claim lost items when the Grande Bibliothèque reopens.

Online reference service

Can the Ask a question form be used over the next weeks?

Yes. Information and reference services by email resumed on March 23. Please note that longer wait times are expected and that some questions will not be processed because librarians cannot access their usual resources while working from home.

And lastly, telephone services for users will not be available until further notice.

Event programming

I wanted to take part in an activity in one of BAnQ's facilities. Will it be postponed?

All events planned at the Grande Bibliothèque or in another BAnQ facility are cancelled during the closure. However, several online activites are posted on BAnQ's Web portal.  Please see the calendar of activities (in French).

Document reproduction

Is it currently possible to place a document reproduction request?

Document reproduction services are temporarily suspended in accordance with the guidelines issued by the Québec government to control the spread of COVID-19. Your request will be processed when BAnQ’s facilities reopen.

Reopening of BAnQ facilities

When does BAnQ plan to reopen?

We can't announce a reopening date at this point in time. We will reopen as soon as we receive the authorization from the Québec government, more specifically, from public health authorities.

When the time comes, we will disclose the terms of our reopening on our Web portal for the benefit of our patrons.

Which services will be provided when the facilities reopen?

The reopening will take place in accordance with the guidelines of Québec's public health authorities.

In order to follow sanitary procedures, some BAnQ services may not be provided at that time.
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