As the Toast the City Awards party nears, we have spoken to some of our favourite nominees – this week we chatted to Shoe Lane Library manager Sona Kalenderian.

My name is Ovssanna Kalenderian but I’m known as Sona by everyone including our customers. I the manager of Shoe Lane Library, which is part of Barbican & Community Libraries. I’ve been with Shoe Lane Library for 25 of its 44 years.

What makes Shoe Lane Library stand out?

We’ve had customers describe our library as a “hidden gem” and a “family hub”. People often tell us how friendly, welcoming and caring we are, and that coming to the library makes them feel at home.

One Japanese family became particularly close to us while they were living in London for two years, while the husband was studying for his master’s degree. They told us they thought of us as family. Before returning to Japan, they came in especially to say goodbye and take a photo with us as a memory. That was really touching.

Another Japanese couple stayed in London for just three months. After they returned home, they made a YouTube video about the three places they recommended visiting in London. We couldn’t believe it when we found out that Shoe Lane Library was number two, alongside the Royal Opera House and Sky Garden! We only discovered this because another Japanese family who uses the library saw the video and translated it for me. We were absolutely delighted.

What’s the one thing Shoe Lane Library better than anyone else?

For us, the library is much more than somewhere to borrow a book. It’s a safe place, a sanctuary and somewhere people can feel comfortable and welcome. People come here to study, read, work, learn, meet others or simply have somewhere to be.

We also offer lots of community and wellbeing activities. Our Dragon Café in the City, for example, has been running since 2018. Every other Wednesday, our partners Mental Fight Club deliver Wellness Wednesday, supporting people with their mental health and wellbeing.

We also have reading groups, children’s and adult’s events and many other activities. There really is something for everyone.

What’s been your biggest challenge?

Our biggest challenge after Covid was getting our visitor numbers back up. With so many people working from home and spending less time in the office, fewer people were coming into the library.

So, we thought, how can we bring people back? We started organising lots of different events for adults and children, and I networked with people and organisations to find interesting speakers. We’ve had some fantastic guests, including an Australian screenwriter and film producer.

We are very lucky because people are so generous with their time. We never charge our customers. Everything we do is free and open to everyone.

How has the Square Mile changed?

When I first started, the Square Mile was buzzing with City workers, and we welcomed at least 800 customers a day. The library was incredibly busy. I really miss that atmosphere and would love to see that kind of buzz again.

What’s a small detail you obsess over that your visitors might not notice?

For me, it’s the small things. Is everything tidy? Do the displays look good? Has everyone been welcomed with a smile? Customers might not notice those details, but I do! I want people to walk in and immediately feel that they belong here.    

Who is your typical customer?

I wouldn’t say we have a typical customer. Our community is very multicultural and diverse, and everyone is welcome. Whether someone visits us regularly or walks in for the first time, we want them to feel at home and part of our community.

What’s one trend you’re embracing – and one you’re ignoring?

The trend we’re embracing is turning the library into a community and wellbeing space, not just somewhere for books. The trend I’m ignoring is moving everything online. Technology is useful, but for me, libraries are still about people. That face-to-face connection, a friendly welcome and making someone feel at home are things technology can’t replace.

Which other City venues do you rate highly?

I’d say the Barbican Centre and Guildhall Art Gallery. They are fantastic cultural spaces, and I really admire the way they engage with different audiences. I’m also very proud of our Barbican & Community Libraries and the work we do within our communities.             

What do you like to have on your toast?

Grilled bacon.