When Feedback becomes a story worth telling

The following letter was written after a customer completed a recent Community Impact Survey. While the survey offered a useful snapshot, the writer felt it did not fully capture the depth of care, connection, and everyday support they had consistently experienced at their local library. They chose to put their thoughts into writing, resulting in the letter shared below.

The author reflects on years of observing libraries in action, not just as a place for books, but as a welcoming community space supporting people from all walks of life. From children and families to older people, those experiencing homelessness, and people facing mental health challenges, the letter describes a library environment grounded in care, dignity, and unfailing courtesy.

It also highlights the role libraries play as community hubs. Activities such as craft groups, shared puzzles, public health information sessions, and gentle exercise classes are described as everyday moments that foster wellbeing and connection. These experiences are not loud or promotional, but they are deeply meaningful.

What makes this letter so powerful is its authenticity. It was not written to persuade or promote, but to acknowledge the quiet, consistent impact of library staff and services. It reinforces what many communities already know, that libraries are essential public spaces supporting learning, wellbeing, and connection.

We are grateful to the writer for allowing their words to be shared. The letter below is published with permission and offers a powerful reflection on the role libraries play in community life.

Ngā mihi to everyone who takes the time to share their experiences. 
You can share more over  here Library Love Notes 
Your voices help shape strong, responsive libraries across Aotearoa.

Dear Colleagues,

Yesterday we were asked to complete a Community Impact Survey, and in addition I feel it is important that I note that this survey did not really encompass nor describe the significant community support and value the Petone Library and all their staff do every day and on every occasion that I have visited this library.

I was further encouraged to write this as at a recent dinner a group of us as Psychiatrists and psychologists and psychotherapists started to discuss the wonderful services we had each noticed over the past two years, usually on informal visits for our own personal use. Most of those at the dinner live in Wellington but one of these spontaneously noted the Petone Library and how impressed she is especially with the community support and care that continues each time she visits.

This matched my own perspective hence this letter.

The environment is welcoming of everyone and I have quietly observed individual staff members helping the homeless, the struggling alcoholic, and non-prescribed drug sufferers, the young children and the mothers and infants, the elderly, the intellectually challenged, the disabled, the exam-anxious adolescents and even those like me who use it for my reading requirements. All the staff are friendly whatever the requests and needs and unfailingly courteous despite some users who may be very noisy, oppositional and clearly mentally unwell. The “ tea trolley” is so welcome: last winter on a very cold, southerly gale I watched several of the local homeless able to sit, dry out and have a warming drink. Alongside this are the groups knitting for specific causes, craft groups, the social conversations around the jigsaw puzzles, and public health workers able to set up information, as well as the most enjoyable Balance and Exercise Class staff members run for the elderly, such as me.

These are only a few of the activities that I have quietly observed and have so impressed me as such a vital contribution to the well being of all who visit the Petone Branch. I have heard that other branches have similar and locally relevant atmospheres hence this letter.

It seems to me that these Library- Community Hubs are a vital provision for all in this city and the librarians are so good at facilitating all these community demands as well as being excellent at finding and providing me with my vital reading…. my “ eye and brain food” as I describe it!

A huge thank you to those at Petone Library, and as we debate what should be the functions of local body services these community hubs are supported, encouraged and recognized as the “ market squares” of each of our villages.

Thank you for your attention and kind regards,