'I haven’t heard a librarian say ‘shush’ in 20 years': how libraries are about more than just books

When I visit Dinsdale Library in Hamilton West on a damp Friday afternoon, librarian Shannon Cooper has French lessons on her mind. Not for herself. Some weeks earlier, a customer who regularly borrows French movies, asked whether the library could host story time in French for pre-schoolers. It was an unusual request for a small library that serves a relatively large Māori and immigrant population. But Cooper, who has been a librarian for 12 years, was up for it.

“We’re there to fill the need where we can and connect with everyone,” she says, radiating positivity.

Cooper contacted Alliance Francaise, an organisation for French speakers. She had a colourful poster drawn up, displaying it beside one advertising te reo for beginners, which is well attended. Posters were also circulated to nearby schools. “Sounds like fun,” Frankton School responded on its Facebook page. The first session of Histoires et Chansons (stories and songs) was planned for a Saturday morning.

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“It’s just a trial at this stage,” Cooper says. But she hopes it takes off.

Library visitor Michelle, 62 (who doesn’t want her last name used) thinks the French sessions are a good idea although she doesn’t have mokopuna that age. “I do have a French name though,” she adds.

Michelle visits a library in Hamilton two or three times a week. She is a recovering alcoholic and uses a walker due to painful arthritis. When she was homeless, libraries were her sanctuary. “They were warm and free and the staff were nice.” These days she visits to get out of “the box” she calls home. She borrows a Chromebook from the front desk and researches “anything that interests me.” She also borrows books, particularly historical fiction. The Scarlet Pimpernel, The Black Tulip and Schindler’s List are among her favourites. The following day, she plans to take the bus to Chartwell Library on the other side of the city. “I like to visit different libraries. Chartwell has a nice garden.”

Rob Baigent can’t get enough of these stories. He has been a librarian for 20 years after walking away from the profit-driven world of copywriting. Today, he is head of digital services at Hamilton’s seven public libraries. But he is also current chair of Public Libraries New Zealand (PLNZ) which means he keeps his finger on the pulse of the more than 300 libraries, plus mobile units in New Zealand. The changes in his lifetime have been immense, he says.

“When I was a child, libraries were quiet places where you went to read and borrow books (his early favourites were Biggles and The Hardy Boys.) The librarian said ‘shush’ a lot. I haven’t heard a librarian say ‘shush’ in 20 years. If someone complains about noise these days, a librarian is likely to say, ‘yes, isn’t it great’, or recommend they return when Wriggle and Rhyme (a toddlers’ event) is not in session.”

Today libraries still have books, but they are also creative spaces, unofficial citizen advice bureaux, learning centres, places to get help with banking and immigration documents and havens for the homeless.

You can borrow anything from a guitar to a telescope. There are chess clubs, hobby groups, book clubs, manga and anime clubs and classes in knitting, art, photography, genealogy and languages.

At Christchurch Library you can swap plants, at Mount Roskill and other libraries, you can join discussions about dying in the Death Café. Te Aroha Library has run Harry Potter and Jane Austen-themed escape rooms. One of the clues was done in cross stitch by district library manager Melanie Brebner, a huge Austen fan.

Many libraries today are dementia-friendly or have areas that support neurodiversity. Larger libraries, like Hamilton Central have Makerspace facilities where the public can access electronic equipment, 3D printers, plastic mold makers, sewing machines, and craft and laser cutters.

“One person had developed an idea for a board game,” says Baigent.

“He used our vinyl and 3D printers to create game pieces and the wrap for a cardboard board. He pitched it to a boardgame company.”

While these activities are innovative and bring more users to the library, libraries have assumed other roles by default. They have become crucial providers of services the state and businesses have reneged on. Through their doors stream job seekers wanting help to write CVs and applications, people on benefits who see libraries as more welcoming than government departments, and those who need help with online banking, which raises issues of privacy.

Baigent says many government departments now require services and documents to be accessed online.

“But many of our users don’t have access to computers,” he says.

Libraries now run digital drop-in centres where people can learn how to navigate devices.

There are other challenges which take time and resources to resolve. Library customers may be educationally challenged or struggle with the English language. Their requests may be complex or require specific skills, knowledge and patience to resolve.

Baigent says librarians are compassionate by nature and go out of their way to help customers. He knows of a Hamilton librarian who drove a customer to Auckland to meet a deadline on their passport.

There are similar stories. During Covid lockdowns, librarians at Te Aroha library phoned library members aged over 65 each day to check on their wellbeing.

Librarian Sarah Lee, who moved to the small Waikato town from Auckland 17 years ago “because strangers say hello to you,” says staff get attached to customers who have visited the library for a long time.

“They’re like old friends. When they die, we really miss them.”

That understanding extends to rough sleepers who visit a library for warmth and shelter and may have mental health issues. Te Aroha librarian Lucy Gable-Thom says some customers have spent time in prison; others may be struggling with sobriety. “We just hold the space for them.”

Baigent says there is a high level of tolerance.

“If John is having a bad day and needs time out, they [librarians] will help. It’s very unusual to have to ban someone from a library.”

There are panic buttons if needed.

But an ever-increasing need to be all things to all people, puts a strain on resources. A librarian tied up helping someone navigate documents is not available for other tasks. And this is at a time when councils – which fund public libraries – are under pressure to cut costs.

Baigent says many libraries have had their hours reduced, opening only five days a week or less. Others have had staff cuts. In 2023, Auckland Mayor Wayne Brown suggested libraries could be run by volunteers to save money. The same year, Christchurch Mayor Phil Mauger suggested some libraries should close. Both ideas prompted a public outcry.

Libraries are constantly looking at ways to make or save money to meet their revenue targets. Tasks such as cataloguing that require time and resources have been outsourced. Bigger libraries have rentable spaces for businesses or groups. Feilding’s library and community hub, opened in July last year, has introduced an Open Plus membership which allows members afterhours access, similar to gyms. Hamilton’s newest library – Te Kete Aronui Rototuna – has its own popular café. Some libraries charge a fee to host children’s parties or other activities. While some services such as Wi-Fi that are critical are subsidised by government funding that is not universal and, according to Baigent, it is nowhere near enough.

Future libraries will be built with funding needs in mind.

Baigent says while library staff adapt to challenges they face, recent events have tested their resilience. Protests by groups opposed to Pride Week activities or Storytime sessions hosted by drag queens were “next level,” and put staff and the public at risk.

To avoid clashes, libraries will reshape some activities.

“But we will continue to hold inclusive events,” he says.

He has also noticed a push back to the use of te reo, reflecting what he believes is disrespectful and intolerant behaviour at both national and international levels.

He worries about funding. In his role as chair of PLNZ he advocates strongly on behalf of all libraries.

“They are precious taonga. We need to get buy-in from councils – both elected members and staff - to demonstrate library services are the civic heart of our communities.”

He’s delighted that figures to be released this month show, despite decreased hours, library user, membership and attendance at events have all risen. There are now 1.4 million borrowers in the country – 28 percent of the population. Attendance at library programmes has increased by more than 800,000 in the past five years. Nearly three quarter of all libraries no longer impose fines for overdue books.

Meanwhile, back at Dinsdale Library, the first French Storytime session has been deemed a success. Around 20 children and their carers attended. Pre-school favourites The Very Hungry Caterpillar and The Missing Masterpiece were read in French and English. There were also French songs.

Shannon Cooper says the event will be run each term at Dinsdale or Te Kete Aronui Rototuna Libraries.