"The second was our method of operation needed to reflect the importance of the building as a part of the local community. The growth in the numbers of visitors – there were some 3,500 visitors on the first Saturday of opening alone – means that the building must function at optimum performance levels at all times. This high footfall also means that we are constantly being presented with new challenges. On top of that, communication and planning are absolutely essential in a library because the FM team cannot be intrusive. In a retail environment, it’s a good thing that cleaners and maintenance staff are visible. That’s obviously far from the case in a library."