In 2024 an implementation plan for the upcoming four-year strategy period was drawn up at the library. The year began with a joint staff development seminar, while both the board of the library and its advisory boards contributed to planning the future over the course of the spring. The joint events were not only inspiring, but also necessary for making successful strategic choices. The board and the advisory boards had the opportunity to discuss the choices with customers and representatives of various stakeholders, supplementing the perspectives of the library staff on operational focus areas. The collaboration brought about a plan that enables both flexible service development and adaptation to changing circumstances.
One of the focus areas of the new strategy period is the strengthening of an increasingly customer-oriented approach at the library. Achieving this goal requires that customers and their needs are known and understood at all levels of the library organisation. Customer insight is based on knowledge, and its development requires both concrete measures, such as the versatile utilisation of customer data and active dialogue with customers, as well as the development of operational processes and competencies. The benefits of increasing customer insight can be seen in practice as services that better meet the needs of customers and as an increased capacity to not only manage operational resources, but also to respond to changes in service demand volumes.
The library’s customer base and range of services are so extensive that there are no simple ways to measure the success of library services. Measuring customer satisfaction may be the best way to demonstrate the added value of library services for the library’s customers and the University’s core operations. At the end of the year, we conducted a customer satisfaction survey that garnered a record number of responses. And best of all, we once again received excellent ratings for our services. Maintaining a positive customer experience requires continuous effort and a desire to improve. Some of the development ideas introduced in the feedback have already been turned into action.
From my perspective, the year 2024 was a success in many ways. We effectively balanced the library’s finances and invested in a sense of community at work, while our excellent service mindset received the praise it deserves from customers. This annual report presents an overview of selected successes in the past year. In June, the library organised the international Creating Knowledge conference where experts from the field convened to discuss, among other topics, artificial intelligence and responsibility in the digital information landscape. Researchers’ needs were met by launching the new Databank service, which complements the University’s research data management services. The library also actively contributed to updating the University’s principles of open access publishing. Promoting open science is a central goal of the University’s strategic plan, and in this annual report we shed light on how the impact of open access publishing can be demonstrated through a range of indicators.
Other significant events in 2024 included the beginning of the renovation of Learning Centre Aleksandria, which meant the closure of the facilities for the entire academic year 2024–2025. The library has responded to the need for temporary substitute premises by adding customer spaces in the Kaisa House library and temporarily extending its opening hours. The library’s visitor numbers have grown, and from time to time the facilities have been truly packed. The thoroughly renovated Learning Centre Aleksandria will reopen in the beginning of the autumn term, after which the library will be able to provide more state-of-the-art facilities for diverse study needs.
Success does not come about on its own, but requires uncompromising effort to achieve shared goals. In fact, I wish to extend my heartfelt thanks to the entire staff for their excellent work and commitment to building the future together!
Minna Niemi-Grundström
University Librarian