At Kimberley’s visitor information centre, conversations are starting to sound a little different.

“Tourism Kimberley wants to push more things online,” staff member Thomas Birchard explained.

“But [it] pushes seniors out,” replied Ruth Carlson, who was born and raised in Kimberley, B.C., and has lived here for more than 80 years.

Tourism Kimberley says it will discontinue visitor information services starting April 1, as more travellers turn to online tools.

The move reflects a broader shift in how people plan their trips, but it’s also raising questions about accessibility, and whether some people could be left behind as services move away from in-person support.

Nestled at the edge of the Purcell Mountains, Kimberley has long been known for its mining roots, but in recent years, the community has been evolving into a growing tourism destination, attracting visitors and new residents with its small-town feel and easy access to outdoor recreation.

First opening in 2004, the centre has been serving visitors for more than two decades. It was previously operated by the Kimberley Chamber of Commerce before being taken over by Tourism Kimberley in 2013.

For Carlson, the concern is also about access to information.

“Not everybody knows what’s going on in Kimberley, even as locals, we don’t know,” she said. “The papers don’t cover everything anymore either, and if you’re not on your phone all the time, you miss things.”

She said the visitor centre has been a place where information is right at people’s fingertips, something she worries could be harder to replace.

“I think that’s important to have and it’s important to have face-to-face contact,” she said. “I think we’re losing that so much.”

Others say the change could affect how visitors experience the community.

“People need information on where to eat, where to shop, what to see and which trails are safe,” said resident Candice Davis Boomer. “Without a place like this, I worry people could feel a bit lost.”

At the same time, some residents say the shift reflects how people already travel.

“I think it’s nice to have, but I don’t know if it’s necessarily aligned with a modern tourist,” said Samantha Crawford, a longtime Kimberley resident. “A lot of people are relying on online sources.”

She said she typically looks up information online before visiting a new place.

Visitor centres, like this one, have long been a fixture in communities across North America — offering travellers a place to stop, ask questions and connect with local businesses.

The visitor centre in Kamloops closed permanently in 2020, replaced by mobile and online services.

Birchard said what may be lost in Kimberley’s centre closing is the personal connection.

“It’s really nice being able to talk one-on-one with somebody in person,” he said. “There’s something special that comes with that, that you just can’t really find online.”

Sue-Anne Banks, with the Kimberley Chamber of Commerce, says the organization has heard some residents are concerned about the change.

“A lot of folks are a little bit upset to see it closing, and that’s where we’re listening and trying to do our best to field their concern and work towards, understanding what that could look like.”

She said the chamber is now exploring different models, including partnerships with local businesses, as it looks at what future visitor services could look like, while gathering community feedback.

Banks said the centre has also played a practical role for nearby businesses, providing one of the only public washrooms in the area, and giving shops and cafes somewhere to send visitors with questions they may not be able to answer.

Bomber said the centre is also a place where people can gather and connect, something she hopes won’t be lost as the community changes.

“I see a lot of potential for growth in tourism,” she said. “And a tourism office is logical here.”