Know Your Library – Introducing Library Services to the Users of Immigrant Background
Public libraries in Finland serve as local information, cultural, and learning centers. Their mission is to cater to all members of the community, regardless of age, gender, religion, ethnicity, language, or social status. Given factors such as globalization, increased migration, faster communication, and ease of transportation, many societies and communities are becoming increasingly multicultural, characterized by cultural and linguistic diversity. Consequently, library services should address the needs of these growing multicultural populations and promote cultural and linguistic diversity, social equality, and dialogue among various cultures, minorities, and ethnic groups. Additionally, these services should focus on introducing library resources to newcomers—specifically, new residents who are integrating into the Finnish community.
Service design student Katarzyna Wojciechowicz utilized various service design methods and tools in her thesis to investigate the needs of the target group. Information-gathering methods included cultural probing and in-depth interviews. Also, a co-workshop was held with the library staff to create a value proposition of the service.
Introducing library services to newcomers
The objective of the Master’s thesis was to develop the Know Your Library (Kirjasto tutuksi in Finnish) service concept for Turku City Library using service design methods and tools. This service aims to introduce library resources to newcomers, specifically residents with an immigrant background attending integration training courses. The target audience consists of approximately 20-30 students who visit the library accompanied by their teacher. The study explored ways to present library services in an appealing and accessible manner, encouraging users of this service to become active library patrons. The research was conducted as part of the project Diverse/Multicultural Library: Developing Multicultural Library Work (In Finnish: Moninainen kirjasto: monikulttuurisen kirjastotyön kehittäminen), with the thesis author serving as a project coordinator.
Know Your Library service concept
The design process drew from both theoretical and empirical data. The frame of reference included materials related to public libraries in Finland, multicultural library services, accessibility guidelines for libraries, and the promotion of immigrants’ integration. Primary data collection methods included cultural probes, interviews, and co-creative workshops. The resulting outcomes of the design process were the lean canvas, the service blueprint, and the service concept handbook.
The central focus of the service concept was to create a value proposition based on elements such as customization, efficient task completion (“getting the job done”), thoughtful design, accessibility, and convenience. The customer journey was tailored to meet users’ specific needs. Materials, including videos, presentation slides, and leaflets, were adjusted to ensure that users could easily follow their library visits. Beyond basic information about library services, users were introduced to language study materials and resources that helped them stay connected to their language and culture. Additionally, the library’s recreational offerings as part of Turku’s leisure activities were emphasized. Library staff members used plain language and aimed to create a friendly and welcoming atmosphere. Clear instructions were provided to teachers before and after the service, enhancing accessibility. The value proposition’s practical aspect, related to obtaining a library card, was facilitated in a convenient and accessible manner.
Promoting immigrant integration
Know Your Library service contributes to supporting immigrant integration by not only providing information about library services but also by offering insights into Finnish culture and society. The library plays a crucial role in promoting integration, serving as an essential resource for individuals navigating their way into the Finnish community. As active users of the library services, participants of the integration course gain access to information services, books, magazines, newspapers, and free-time opportunities, all of which facilitate their integration into Finnish society.