“One time, a customer came in with a book that had gone through the washing machine, literally. She was honest and very sorry, and said that her young child threw it in the machine without her knowing. She tried to dry it out, but the damage was done!”

 — a Toronto Public Librarian, interviewed below…

Approximately 224 million Canadians borrow a book from public libraries each year. There are about 2,800 librarians in Canada. 

(Also, did you know you now need a master’s degree to be a librarian? Librarians nowadays are like Google with a face! They will—and can—”dewey decimate you” with their knowledge: “Why yes, we have that book with the red cover by that famous guy right over here!”

And did you know it’s actually one of the most competitive jobs out there? No? Me neither! Something for you to discuss at your next dinner party.)

re:books spoke to a woman with 18 years’ experience working as a TPL librarian. We discussed what it’s really like to be a librarian, the changes she’s witnessed since she first started as well as the more recent changes due to the pandemic, plus the longest overdue book in her experience that was, eventually—if you can believe it—returned.

(And if you're interested in why publishers and some writers (I’m not one of them!) are upset with libraries and librarians, check out this well-researched, albeit controversial, opinion piece, Overdue: Throwing the book at libraries, written by a publisher. It garnered a lot of backlash. (Should people pay for the use of libraries like we pay for monthly Netflix subscriptions?) We’d love to hear your thoughts about it here!) But first....

Dispatches from the stacks: Q&A with a Toronto Public Librarian

RE: What made you want to work at a library? How did you end up getting your job?     

Librarian: I was 15 years old when I applied to work at the library. I had relatives who worked in a library, and they always told me it was a good job for a high-school student. The library offered flexible hours, and I would also have access to all sorts of books that could help me with my studies. I applied, got the job almost a year later, and never looked back.

RE: What are your favourite and least favourite parts of your job?

Librarian: My favourite part of the job is the people I meet and the stories they share. There are a lot of interesting people from all walks of life who come into the branch. Some come to read, while others just want the social interaction; either way, there is never a dull moment! You never know who you will meet at the library. I’ve met famous football players, mayors, authors, and famous journalists along the way.

My least favourite part of the job would have to be when I get demanding or rude customers who argue with the staff.

RE: What is the most significant change you’ve seen in the library since you first started working there?

Librarian: The most significant change I’ve seen would have to be the technological advancements and how it has made everyday tasks a lot easier. 

When I started, each and every book a customer wanted to sign out would have to be scanned by the clerk at the front desk. Today with RFID technology, you can stack numerous books on a pad to be checked out all at the same time. This can be done by a staff member, or even by a customer at the self-checkout. This not only saves time and avoids line ups, but it helps give the customers more independence.

RE: How has the pandemic changed library operation and client services? Have you seen a change in the number of people using the library, or have people changed the way they use the library?

Librarian: Library operation and client services took a hit during the pandemic, but the library rebounded quickly by adapting to the situation early on. The number of people using the library in person has decreased due to set occupancy limits, but the amount of people using the library online has increased significantly. The library quickly adapted to offer online programs for children, teens, and adults. The library also implemented digital cards that customers can register for online. Once registered, customers would have access to ebooks, audiobooks, music, movies, etc. So, yes, the way people use the library has changed quite a bit.

RE: Libraries are a source of getting books into people’s hands, but as we know, they are also an integral part of supporting the community. How has that been affected by the pandemic?

Librarian: In-person programs obviously had to be halted, which made it difficult (but not impossible) to offer many of these supports. Programs geared to children of all ages, teens, and adults all had to be put on pause during the pandemic, and while online versions of some of these programs were offered, we can all attest to the importance of face-to-face interaction.

RE: Book lovers obviously love to read, but they also care about the condition of books. What is the worst condition you’ve seen a book come back in after someone has returned it?

Librarian: One time, a customer came in with a book that had gone through the washing machine, literally. She was honest and very sorry, and said that her young child threw it in the machine without her knowing. She tried to dry it out, but the damage was done!

RE: There are stories online about books being returned to libraries decades after they have been borrowed. In your experience, what is the longest time a book was returned after it was due? And when a book is late, does that affect your job at all?

Librarian: In my experience, the latest a book was returned was after 32 years. Attached to the book was a note apologizing for the lateness. The book had gotten mixed up with their own collection, and while cleaning out the home when downsizing, the owner found the library book. The book was so past due that it did not exist in the library system anymore, so no fees were charged.

Depending on how late a book is, it can affect our job, but it actually affects other customers even more. For example, if someone returns a book late, it forces a delay for the next person who is waiting for that same book. This can become a bit of an issue with new books, or when a specific book has a very long hold list (a list of people who have requested the same book and are waiting for their turn to read it). In these cases, a late return causes a delay and backlog, which affects how long the next customer has to wait for the book—which can then cause some customers to lose their patience.

RE: In your opinion and experience, what is the most important role of the library in our communities?

Librarian: The most important role of the library in our communities is to be a central hub where people can gather and grow. The library is no longer just a quiet study space; it is a place of learning, interaction, and one of the last free public spaces. The role of the library is to serve its particular community, and in order to do so, it must continue to evolve and modernize with the community it serves. Every community is unique, so it is important that each library reflects this by offering programs that are relevant and beneficial to its patrons, and by maintaining collections suitable for the diverse needs of the communities.

RE: What is the weirdest or most ridiculous request or interaction you’ve had with a client?

Librarian: My husband used to work for the library as well, and many years ago a customer asked him to photocopy a plastic toy tiger that had been taped to a baseball cap. When he was unable to do so, the customer called him a gorilla.

The weirdest request I’ve had with a customer was helping a woman print out pictures of Robert Pattinson. She specifically requested that his eyes look like they were staring at her. She did not want profile pictures, just front-facing pictures. She would come in every week and make the same request, but always of a different male actor. When I finally got the right picture, she was ecstatic and would kiss the picture of the male actor.

RE: Finally, what can the public do to help librarians and libraries flourish and keep libraries relevant in a digital age?

Librarian: First, don’t hesitate to give us feedback and recommendations. We are here to serve the public, so who better to help us improve our services than the customers? If the public wants certain books in the collection or a specific program to be offered, they can let us know. Doing so will help us stay relevant because it will help us understand how to serve the public more effectively. Second, keep coming to the library!

We'd love to hear your fondest memories of libraries or librarians. Share them with us here! (Leave out the glasses-off-hair bun-undone fantasies, please! But no judgement.)