“Death of social encounters”: Investigating COVID ‐19's initial impact on virtual reference services in academic libraries

This investigation explores the initial impact of the COVID‐19 pandemic on live chat virtual reference services (VRS) in academic libraries and on user behaviors from March to December 2020 using Goffman's theoretical framework (1956, 1967, 1971). Data from 300 responses by academic librarians to two longitudinal online surveys and 28 semi‐structured interviews were quantitatively and qualitatively analyzed. Results revealed that academic librarians were well‐positioned to provide VRS as university information hubs during pandemic shutdowns. Qualitative analysis revealed that participants received gratitude for VRS help, but also experienced frustrations and angst with limited accessibility during COVID‐19. Participants reported changes including VRS volume, level of complexity, and question topics. Results reveal the range and frequency of new services with librarians striving to make personal connections with users through VRS, video consultations, video chat, and other strategies. Participants found it difficult to maintain these connections, coping through grit and mutual support when remote work became necessary. They adapted to challenges, including isolation, technology learning curves, and disrupted work routines. Librarians' responses chronicle their innovative approaches, fierce determination, emotional labor, and dedication to helping users and colleagues through this unprecedented time. Results have vital implications for the future of VRS.

What are the options for library and information studies education reform in addressing racial inequity in the library profession in the UK?

This work explores international research into library and information studies (LIS) education as part of the diversity, equity, inclusion and access (DEIA) agenda and identifies options for LIS education reform in addressing racial inequity in the library profession in the UK. The paper sets out the UK legal, higher education and LIS education contexts, focussing on the role of the professional association, accreditation and the curriculum, and the library and information workforce, and highlights current practices in DEIA in the UK. Using a methodology drawn from bibliometric approaches, a set of academic and professional articles related to DEIA and the LIS curriculum are analysed and nine interpretative repertoires are then identified and discussed. Four core mature repertoires concentrate on the professional association, the university, LIS faculty and the curriculum. These core clusters are surrounded by emerging repertoires which are more recent and more critical. Each repertoire is discussed, referring to key sources and authors to present a picture of trends and complexity in recent (2000–2022) literature on the topic. The aim of this work is to provide a detailed view of existing practice in LIS education relating to DEIA. LIS schools are a vital part of the professional pathway: without a qualification there is no profession, and university students are more-often-than-not drawn from the more privileged and wealthier sectors of society. It is recommended that LIS schools recruit students and faculty who reflect communities and develop the abilities of students to serve the communities they may or may not reflect. These are categorized into clusters, in an attempt to inform LIS education reform in the UK.

Professional Social Work and Public Libraries in the United States: A Scoping Review

This study aims to investigate how professional social work is practiced in U.S. public libraries using a scoping review method. Following Arksey and O'Malley's framework for conducting a scoping review, the research team undertook a scoping review of academic literature, such as peer-reviewed studies, academic conference presentations, and dissertations/theses, as well as so-called gray literature, including news articles and web search results. After every author's review, a total of 53 materials were included in the review. The findings from this study provide evidence that collaborations between social work and libraries are documented in the academic and gray literatures, and the collaborations have been rapidly increasing since 2015. The findings also show that these collaborations tend to operate in three main ways: (1) professional social workers and social work interns directly working with library patrons, (2) professional social workers providing consultation with or training to library staff, and (3) social workers providing linkages between library staff and community-based social services agencies.

I feel at home: Perspectives of homeless library customers on public library services and social inclusion

Homeless library customers often face barriers to equitable library use. This study examined homeless library customers’ perspectives on general and targeted public library services, and social inclusion. Findings presented in the paper come from a qualitative phenomenological study comprising semi-structured in-depth interviews with seven self-identified regular library users of a public library in Christchurch, New Zealand, who were experiencing homelessness at the time of the study. Findings report on a diverse range of information needs and motivations for visiting a public library. Participants viewed the public library as a safe, warm, and quiet place in which to relax and escape difficulties related to experiencing homelessness. The results reflect changes in the role of public libraries and in the expectations of customers, and discuss a need for targeted library services in the form of specialist gatekeeper roles such as that of a community liaison. This study evaluated the effectiveness of general and targeted library services from users’ points of view, providing insights which could be used to inform the design of relevant information policies and services.

Library Patrons' Psychosocial Needs: Perceptions of Need and Reasons for Accessing Social Work Services

Public libraries in the United States have begun to partner with social work to address the psychosocial needs observed in patrons that are beyond the training and education of most library staff. This is a new area of inquiry with limited research available. Of the few published studies, the majority focus on staff perceptions of patrons' needs and surveys of patrons experiencing homelessness about their use of public libraries. The present study is the first to examine and compare staff perception of patrons' needs, patrons' self-expressed needs, and the actual use of social work services by patrons within one library system. Comparisons are explored between actual service usage alongside the perception of patrons' needs as originally reported by both staff and patron groups. Implications for library-based social work practice are discussed.

Fulfilling information needs by classifying complex patron needs

Purpose

This paper aims to describe how public librarians can better address complex information needs. First, librarians should classify the degree of complexity of the need by using Warner’s classification model; then they can use Popper’s three world theory to anticipate and respond to complex information needs by following specific steps.

Design/methodology/approach

After examining the information science literature, appropriate models were selected to support public librarians. Our information science scholarship, coupled with our practical experience, informed our search and selection.

Findings

This paper details specific steps that public librarians can take to anticipate and respond to individual information needs. Doing so is imperative as the information needs of the public continue to become increasingly complex.

Originality/value

This paper improves information practice because it offers specific steps to aid public librarians to anticipate and respond to complex information needs. It draws upon an existing model and theoretical framework. This paper also highlights selected examples of how public librarians across the USA have anticipated information needs, and developed partnerships with organizations external to the public library to address complex information needs.

Public Libraries As Partners for Health

INTRODUCTION

Public libraries are free and accessible to all and are centers of community engagement and education, making them logical choices as partners for improving population health. Library staff members routinely assist patrons with unmet health and social needs.

METHODS

We used a 100-question, self-administered web survey sent to all library directors listed in the Pennsylvania Library Association database (N = 621), to investigate staff interactions with library patrons to address social determinants of health. We conducted statistical comparisons of quantitative responses and a content analysis of open-ended responses.

RESULTS

Respondents (N = 262) reported frequently interacting with patrons around health and social concerns - well beyond those related to literacy and education - including help with employment (94%), nutrition (70%), exercise (66%), and social welfare benefits (51%). Acute emergencies were not uncommon in Pennsylvania's public libraries, with nearly 12% of respondents having witnessed a drug overdose at the library in the past year. Most respondents felt that their professional training left them inadequately prepared to assist patrons with health and social issues. Although at least 40% of respondents offered some health programming at their library branch, their offerings did not meet the high level of need reflected in common patron inquiries.

CONCLUSION

The challenges library staff members experience in meeting their patrons' information needs suggest opportunities for public libraries to advance population health. Library staff members need additional training and resources and collaboration with public health and health care institutions to respond to community needs through effective, evidence-based public health programming.