Library advisor’s work involves a lot of customer service

Jonne Taipale envisions that, in the future, libraries will be even more versatile service centres. Digital materials are particularly popular at the moment.

Today’s libraries do a lot more than just lend books. For this reason, library employees need a wide range of skills. According to Jonne Taipale, good social interaction skills are a must in his work. Multicultural competence is also important. Jonne works as a library advisor at the Iso Omena Library.

Libraries must always keep up with the times. In order to develop their services, Espoo’s libraries have just published a new media education strategy. A customer survey was also conducted as part of the strategy.

“Based on the results, young people need support in participating and understanding the media environment, while adults need help with using devices and applications. Children, on the other hand, want to learn to explore and edit media. Kids are also interested in games,” Jonne says.

In addition to books, library staff need to be familiar with the Internet, social media and online games and services. Libraries also have computers for customers to use.

“We help our customers with various IT-related issues, for example when they are looking for information on the Internet, filling in forms or taking care of other matters. We don’t do things for them so, besides IT skills, we need to be able to give people advice.”

“Customer service is my most important task. People who visit a library, irrespective of their age, look for answers to various questions and it’s our job to give them the information they need,” Jonne says.

Jonne’s career in the library world started during his non-military service, which took place at the Entresse Library in Espoo. He stayed at the library as a summer employee and then earned a qualification in library services through an apprenticeship. Now, alongside his work, he is studying for a bachelor’s degree in library and information services at the Turku University of Applied Sciences.

“After graduating, I can apply for a job as a library pedagogue.”

Nowadays, libraries host various types of events. This feels very natural at the Iso Omena Library as it is located at the Service Centre that also houses a maternity and child health clinic, a health centre, a Kela customer service point and the City of Espoo’s Service Point. There is also a laboratory and mental health and substance abuse services at the Service Centre. The library organises workshops, story times, story-based yoga and music sessions and offers facilities for third-party cultural events.

In addition, the Iso Omena Library has sewing machines, 3D printers and a vinyl cutter as well as a music studio where you can make your own music. The workshop with a workbench, a drill, a saw and other tools is a great place if you need to, for example, fix a broken chair. Jonne says that the library’s facilities are very popular and should therefore be booked in advance.

“Libraries support the circular economy. You don’t need to own everything. Last winter, we borrowed skates for our child from a library.”

Text by Jaana Kalliokoski, photos by Juho Kuva. The article was originally published in the city’s personnel magazine Espressi 3/2023.