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Interlibrary Loan (ILL) service allows users to borrow materials from other libraries, whether physical or electronic. We sought to explore the usage and preferences of ILL service among users of a county-wide public library system in Tennessee. The survey consisted of questions pertaining to the frequency of ILL usage, the types of materials requested, and overall satisfaction with the service. Our findings show which aspects of ILL users find beneficial, as well as any shortcomings that could be addressed. Overall, those who utilized ILL service found it very valuable, would recommend it to others and expressed satisfaction with their experience. [ABSTRACT FROM AUTHOR]

This research responds to calls to further our understanding of exhibitions in the library context by exploring the significance of a commemorative exhibition staged in a public library. Employing a qualitative methodology, it centers on the 'Goodbye Dublin: The War of Independence in the City' commemorative exhibition, staged by Dublin City Pearse Street Library, between August 14th and October 31st, 2019. The findings show that the commemorative nature of the exhibition appealed to a variety of new, lapsed and frequent library users, connecting with Irish and non-Irish residents, as well as tourists visiting the city. In this regard, the exhibition was effective in its objective of appealing to a new and wide-ranging audience, however, the findings underline the need for more diverse and varied marketing, if this aim is to be entirely successful. The staging of the exhibition as an active authoring and articulation of the past by the library is highlighted, and the use of multimedia is seen to transform the library into an emotionally charged, dynamic, and multisensory space. This facilitates an immersive encounter, involving interplays between the exhibition narratives and visitors' personal memories and interests. This offers different ways for visitors to engage with the library, inspiring them to find new meanings, explore issues of personal, collective and national identities, and to reassess contemporary events. Overall, the research makes an important contribution by highlighting the complexity and importance of commemorative exhibitions in the context of public libraries. [ABSTRACT FROM AUTHOR]

The COVID-19 pandemic provided a unique opportunity to gauge how much, and why, people value visiting public libraries by asking them about the impact of the library closures. A questionnaire survey was administered to users of four library networks in New South Wales, Australia. About 19% of 1,295 respondents missed their library "a great deal," another 28% "quite a lot." Most commonly respondents missed browsing the shelves, taking children for visits, studying, reading, and socializing there. They also missed the quiet, relaxing, and friendly environment, and the resources provided. For many, the closures impacted their lives in a critical way. [ABSTRACT FROM AUTHOR]

Facilitating access to the Internet is an important part of the public library mission, and is crucial in ensuring that all citizens have the possibility of access to contemporary digital information and public services. Part of managing this access relies on the Acceptable Use Policy (AUP), an agreement between the library and the user regarding the conditions of access. This article reports on a national UK study of public library AUPs and the development of a new national model policy for public libraries, and which can be considered as 'best practice'. The article reports analysis of AUPs across the UK, with specific focus on how they communicate the use of filtering, and surveillance. This research adds new insight by studying the content of AUPs and contributes to the limited research that exists on public library AUPs in the UK. The research analyzed AUPs from 205 authorities in the UK, a return rate of 99.5%. The resulting conclusions and synthesis of relevant guidance on AUPs led to the formation of the model policy presented in this article. [ABSTRACT FROM AUTHOR]

Public library staff are increasingly required to work with members of the public with high social needs. Public libraries are places of sanctuary and connection for people experiencing challenges such as homelessness, poverty, mental illness, domestic violence and substance abuses. In recognizing their role to serve the needs of all people who enter their buildings, public library staff are often asked to work outside their areas of expertise to meet the needs of community members. Public library staff can experience feeling overwhelmed and anxious when working with this community, often wanting to help but not knowing where the boundary between providing support and undermining the self-determination of the individual lies, and not knowing what resources and services would best meet the needs of these visitors. To assist patrons with high social needs and library staff, the City of Melbourne Libraries followed an approach now common in the United States of America, but largely untested in Australia by working with a local housing group to place a social worker in their City Library. This article explores the early work of the Library Social Worker as she engaged with library patrons and provided training to library staff. Using statistics and case notes that describe her activities and their outcomes, we can see that although this practice is new for the Australian public library system, the placement of a social worker into a busy urban library has significant benefits to both patrons in need and the staff who work with them. [ABSTRACT FROM AUTHOR]

How do today's users utilize large print collections and why? A survey of adult large print users at one mid-size public library explored their preferences and reading habits. Respondents fell into two user groups, those who need to read in large print because of sight issues, and those who utilize large print for other reasons, such as copy availability and ease of reading. Overall, adult large print users were more likely to be female, between the ages of 40–90, heavy readers, frequent visitors to the library, and to prefer print format over eBooks or audio. [ABSTRACT FROM AUTHOR]

Public library users' expectations of library resources and services related to open data as well as their own estimation of their data literacy skills are examined. Library users were surveyed from nine different Indiana public library communities. Findings suggest that public libraries are viewed as resources for finding data and educational programming for data skills, particularly as it relates to the community context. Additionally, study participants assessed their data skills to be average or slightly above, indicating a foundational knowledge from which to design library resources and sources to meet a community's data needs. Keywords: open government data, public libraries, data literacy skills, communities, information behaviors [ABSTRACT FROM AUTHOR]

Public libraries are frequented by patrons experiencing unmet psychosocial needs. At times, the needs exceed staff training, resulting in some libraries turning to social workers. This study is the first to present a comprehensive needs assessment of self-reported patron psychosocial needs from a large U.S. urban library system and examine the specific needs of housed versus unhoused participants. Patrons had many psychosocial needs overall, and unhoused patrons had a greater frequency of basic needs. No relationship was found between housing status and social needs. The results support library programming and services that are inclusive of both housed and unhoused patrons. [ABSTRACT FROM AUTHOR]

In 1998, a group of adult library patrons and individuals in Loudoun County, Virginia, brought a suit against library trustees, board members, and the director of the county's public library, claiming that the library's use of Internet blocking software was an infringement on their First Amendment rights, leading to the federal court case Mainstream Loudoun v. Board of Trustees of the Loudoun County Library (1998). Using an in-depth case study approach and going beyond a review of the court documents, the author uses a series of qualitative interviews with individuals connected to the court case to gather more in-depth information regarding events surrounding this case of censorship in public libraries and investigate the phenomenon of librarians acting as censors themselves. [ABSTRACT FROM AUTHOR]

The interest to improve library services is worldwide. Standards, various kinds of assessments and customer surveys are used as tools. To be more successful in their business libraries should pay more attention to the customer experience and use qualitative methods in evaluating services. Library Ranking Europe (LRE) is a pilot project which looks at public libraries from a customer perspective. The method is mystery shopping, anonymous visits to libraries. The aim is to create a ranking system that stimulates benchmarking. The ranking system consists of different factors – categories and subcategories – which reflect library services. In the evaluation, every category is scored. The LRE scale generates a ranking system that categorizes libraries according to the scores from one to six stars, from Poor to Exceptional. The system will be developed further but after five years of testing, we find that LRE offers a relatively easy way to compare public libraries in different European countries. It even makes it possible to evaluate and compare libraries in big cities and small villages. The ultimate goal of this method is to enhance quality development. [ABSTRACT FROM AUTHOR]

The achievement of social justice, which implies the development of collections and the design of services for different user groups, is an objective present in the mission of public libraries. Since the 1950s, Croatian public libraries have been continuously developing collections and services for different user communities. However, one user community has remained largely unrecognized – LGBTIQ people. Therefore, the aim of the research presented in this paper is to examine the importance of the role of public libraries in the life of the LGBTIQ community in the Republic of Croatia. With a sample of 259 respondents, information behaviors, attitudes and experiences of LGBTIQ people in relation to public libraries have been examined via an online survey. In particular, this study explored the extent to which members of public libraries differ from non-members. The obtained results should contribute to a better understanding of the information needs and behavior of members of sexual minorities and help bring this group of users closer to (Croatian) public libraries by ensuring that libraries more adequately respond to their needs. [ABSTRACT FROM AUTHOR]

Libraries from San Francisco to Washington, D.C. are now employing or housing social workers. As this practice area grows, it is reshaping the way that libraries assist their patrons. Though the work of individual library social workers vary depending on the unique needs of their patrons and communities, there are some social work concepts that remain constant across the country. Conceiving of the library as a protective factor, particularly for vulnerable patrons, can be a helpful lens through which to view the ever changing needs of individuals and communities served by public libraries. Libraries can play a crucial role in the strengthening of their communities by partnering with local service providers and by considering ways to strengthen and expand the resources they offer to patrons. [ABSTRACT FROM AUTHOR]

Innovation in public libraries has been concentrated in the areas of participation, making & creating, learning, new outreach and partnerships. These trends represent the emerging areas of strategic focus for public libraries and are strongly influencing the development of library services towards a model that is collaborative, creative and participative, and that places the library at the centre of its user's daily lives. This article provides an overview of these trends, with examples of how they are manifesting in library services, programming and strategy. [ABSTRACT FROM AUTHOR]

In the early 19th century, public libraries in America tended toward grand appearances befitting seriousness of purpose. Library design changed gradually throughout the 20th and 21st centuries, and more dramatically with automation and new technology. True to its roots, the public library continues to maintain areas for quiet, individual study. But, in addition, today's library has become a cultural center in the community, offering art galleries, auditoriums, meeting rooms, spaces for collaborative work, digital information and instruction, and even cafés. Change is inevitable, as innovations in library design and patron use illustrate. Yet, from the earliest libraries to modern times, one overarching constant defines their purpose: libraries inspire. [ABSTRACT FROM AUTHOR]

Scholarly or research-based journal articles related to public librarianship and public libraries are posited in previous literature as not being useful to the public library practitioner, and potentially less valuable to the researcher than other forms of research. Building off previous research, this article explores journal-based public library research literature to determine the trends in authorship, coverage, and venues. Publication venues are relatively static, with Public Library Quarterly and Library Quarterly publishing most public library research literature. LIS educators and public librarians dominate authorship of public library research, and the topical coverage of that research is gradually evolving in response to new technologies and a renewed focus on user services. [ABSTRACT FROM AUTHOR]

This study investigated self-service holds in Maine's public libraries. Survey data were collected to assess the trend, evaluate patron privacy, and associate implementation with the director's level of education. The results show that the four libraries with self-service holds breach patron privacy by connecting personally identifiable information with the item requested. This group was not large enough to correlate with the level of education. The results also reveal that some libraries considered implementation but did not because of privacy concerns. The findings invite further investigation into the connections among public library practice and ethics, professional education, and US law. [ABSTRACT FROM AUTHOR]

Public libraries today are gingerly stepping into the emerging philosophy among successful businesses around the world: customer experience. Libraries are hiring staff with “customer experience” in their title, others are curious and want to learn more. Most of the resources currently available to libraries hoping to get started take a corporate approach particularly as it impacts financial success. The bottom line is that all of us are in the customer experience business, whether we know it or not. It goes to the heart of everything we do - how staff interact with the public and each other, the value libraries provide to a community, even the cleanliness of the restrooms. Additionally, many of those companies that library users experience in their daily lives - health care, insurance, retail - have already jumped on the customer experience bandwagon, overall raising the public’s expectation of what they should experience in libraries. How and where to start? How does a library build a road map to develop a customer experience philosophy and culture, which staff will embrace and support? When building a new library how do you design that building using a customer experience lens? Columbus Metropolitan Library has spent the last 5 years mapping out a customer experience practice, which includes staff training, journey mapping, customer insights, customer engagement training, and library design. [ABSTRACT FROM AUTHOR]

This phenomenological study examines the unique perceptions of immigrant women concerning the public library as a meeting place, a support to integration into American culture, and a provider of programs for acquisition of the English language. The library offers a place for observing the culture of the new country from a distance to active participation; it is an arena for comfort and consolation in a difficult life situation as well as an arena for activity and participation. It provides support in developing friendships, acclimating to a new culture, learning a new language, and providing avenues to employment. Three mothers, who fulfilled the criteria for the study, were selected from an initial focus group. Women from Kurdistan, Mexico, and Indonesia were interviewed individually to gain an understanding on the issues brought forth in the focus group. They participated in interviews over the course of 6 months. These programs became a fortuitous blending of an established community with a group of families looking for a support community in a new country. This study has implications for institutions serving immigrants as they look to find a community of support, to learn English, and to acclimate to American culture as they create a comfortable identity that blends their home country with the new country. [ABSTRACT FROM PUBLISHER]

An online survey distributed to librarians at public libraries across North America established some interesting trends in public librarians’ perceptions of ebooks and teens. Some of the findings of this study are that teen library users strongly prefer to read print books for their recreational reading and show very little interest in ebooks or ebook programs offered by public libraries. Survey respondents indicate that teen library users remain largely unaware of or disinterested in the advantages of ebooks in providing them a convenient, private, and customizable recreational reading experience. Even when public librarians offer ebook programs for teens through school outreach, these programs tend to focus on the titles in the collection and the download process, rather than the specific benefits of ebook reading. More active promotion of these advantages could potentially appeal to teens, especially to non-library users and reluctant readers. [ABSTRACT FROM PUBLISHER]

In 2013, Bexar County launched BiblioTech, the first all digital public library in the United States. BiblioTech capitalizes on technology to reach beyond the library walls and integrate the public library in facets of everyday life previously unavailable through paper and print. At its core, BiblioTech changes the traditional understanding of how libraries operate. BiblioTech’s digital model prompts a paradigm shift and challenges the library to seek out new ways to serve otherwise disengaged patron populations. This article discusses the launch of BiblioTech---its impetus, mission, timeline, and challenges. The evolution of BiblioTech over its first four years of operation is presented, along with various community and intergovernmental partnerships that the library has forged in fulfillment of its mission. Finally, future opportunities and plans for development are also explored. [ABSTRACT FROM PUBLISHER]

This article is introduced with a brief account of the historical development of free public libraries in the United States. This is necessary to set the stage for sound reasoning for charging for products and services in today's vanishing public library systems. To be sure, these libraries are closing everywhere because of the lack of proper funding for survival, and charging a small fee has been debated continuously for the survival of these cultural, social, and informational centers. This is not only a problem throughout the United States but also globally. There are a few public libraries that are investigating this strategy to further serve library customers. [ABSTRACT FROM PUBLISHER]

This article examines the Internet-related responses of public libraries to the sustained economic downturn of recent years. Following a discussion of the changes to the economy and the expected skills for employment that have resulted from the advent of the Internet, this article presents the services that libraries are providing to help patrons transition to this new economy. Drawn from the findings of the 2011–2012 Public Library Funding and Technology Access Study (PLFTAS) survey and site visits to public libraries, the data demonstrate the changes in job skills and employment-seeking services since the beginning of the ongoing prolonged economic downturn and the breadth and depth of the electronic information services that libraries currently provide to users. Designed to meet the needs of the local communities that libraries serve, these services rely on the capacities of the Internet, public access technologies, and Internet-enabled services provided by the library. This article concludes with a discussion of the ways in which this research can inform broader explorations of the relationships between libraries, the Internet, the new economy, and twenty-first-century skills. [ABSTRACT FROM PUBLISHER]

This study compares the utilization by adolescents age 12–17 of public libraries in Osun and Oyo States in Nigeria. The study utilized interviews and a checklist as data-gathering techniques. Some 414 volunteer adolescent users were selected, with males predominating. Of the respondents, 51.7 percent were in the libraries to read their own books. Of the respondents from Oyo State Public Library, 99 percent were aware of library Internet services compared to only 22 percent from Osun State. Users specified two major problems: no good display of library materials and lack of up-to-date materials on subjects in which students were interested. The authors suggest several policy changes to improve adolescent services in the two libraries. [ABSTRACT FROM PUBLISHER]

This is an exploratory study of public library services in Singapore for young people (defined as those people between thirteen to nineteen years of age) who are wheelchair bound. The research was carried out originally in 2000, but the study still informs policy makers in the Singapore system. Three main research questions are explored: What are the information needs of wheelchair-bound young people? What are their perceptions of libraries and library services? What are the problems they face in using library facilities and services? The study involves eleven wheelchair-bound people between the ages of twelve and twenty who were selected by means of a purposive sample. Findings indicate that most participants enjoyed reading books but did not read newspapers. The computer was used primarily as a recreational tool, and the convenience of the Internet appealed to them. There were, however, problems in using computer equipment in the libraries. School libraries were generally inaccessible. There were also problems in using public library services and facilities as well as being in public places. Their use of public libraries was infrequent. They were unaware of the full range of library facilities and services. The study concluded that there was a need and demand for library services by wheelchair-bound young people. Their information needs and reading habits were no different from those of any young person. Current library promotions were inadequate in stimulating or sustaining their awareness and interest. Transportation was the main obstacle in getting to libraries. The problems faced in using libraries were mainly related to architectural and physical access to library facilities and services. [ABSTRACT FROM AUTHOR]

The recent recession-related rise in use of U.S. public libraries temporarily masks the declining customer numbers at many public libraries. This loss has been an international problem for over a decade. George Kerr was Customer Services Manager at West Lothian Council Public Libraries (Scotland, UK) when he undertook this study. Kerr recognized that the most efficient way to increase use was to get former users to return. Drawing on international examples, direct mailings, and a telephone survey, this paper examines that effort to win back what Kerr termed “lapsed borrowers.” Kerr's research confirms that libraries can win back a significant proportion of “lapsed borrowers.” The most effective method was for the library to contact customers directly and to offer them a “freebie.” Kerr presents cost data to demonstrate that the effort to win back lapsed users is cost effective. The lapse rate was reduced to just 33 percent. According to Kerr, lapsed borrowers should be the main target group for any new marketing drive. In the future, regular contact by e-mail could be a key to customer retention. [ABSTRACT FROM AUTHOR]

Under State Librarian Annie Norman, the Delaware Division of Libraries (DDL) has made notable progress in planning, measuring and advocating for programs and funds that have improved the libraries of that state. A visit to the state library's homepage (http://state.lib.de.us) immediately demonstrates the DDLS sense of purpose in the tagline motto, Delaware Libraries: Infrastructure + Capacity = Sustainability. DDL planning is ongoing, including a 2008 plan to move all the state's libraries forward in the critical areas of economic development, lifelong learning and health information. One document in this planning process was the 2005 pilot study to examine and categorize the motivations for why individuals use the public library. It is that study, a market segmentation study of the reasons why people use the library, that is published here. The study that is the basis for this report was produced under contract by the Institute for Learning Innovation (http://www.ilinet.org/display/ILI/Home). DDL would like to give a special thank you to Dr. John Falk of the Institute for Learning Innovation for his significant help with this study. Presented here in its entirety, the study report can be found on the Delaware Division of Library Services Web site at http://state.lib.de.us/For_libraries/planning/Dover%20Library%20Pilot%20Study%20Final%20Report1.pdf. The editors gratefully acknowledge the willingness of Delaware State Librarian Annie Norman and the Delaware Division of Libraries for the right to reprint this significant methodological example for PLQ readers. The study is based on two surveys: the first a “user interception survey” of 113 pre and post interviews collected at the Dover Public Library across 20 hours through one week in November of 2005. The second part of the study involved follow-up telephone interviews with over 25 percent of those who had participated in the first study. [ABSTRACT FROM AUTHOR]

Our neighborhoods are full of life. This life flows into and through our libraries. The cares, worries, joys, and pleasures of everyday living accompany these visits. Members of these communities may walk in, be pushed in, and sometimes perhaps, skate in. Those of us who work in their libraries are the beneficiaries. The stories of some of these neighbors as they use the Colonial Heights, Elk Grove, and Fair Oaks branches of the Sacramento Public Library are conveyed in this anecdotal-based article. [ABSTRACT FROM AUTHOR]

This article outlines the steps for establishing an effective patron behavior policy, one based on existent state and federal law. Along with delineating the process, the authors suggest draft language that library leaders can use as they draft their own policies. This policy language has the advantage of having been used successfully in a library that deals with many patron behavior issues on a weekly and even a daily basis. The authors also point out the importance of using knowledgeable legal counsel in formulating and training staff to administer a behavior policy that works consistently. [ABSTRACT FROM AUTHOR]

Running a children's library is one of the most satisfying jobs a librarian can perform. The children's librarian should he able to develop children's love for hooks and encourage them to read, These efforts, in turn, will improve their literacy skills and have continuing impact long after their school. In Sierra Leone, where the Sierra Leone Library Board (SLLB) has engaged in children's library services for a considerable period, concern has been raised over the effectiveness of these services. This article explores the problems the public library is facing in running the children's library. [ABSTRACT FROM AUTHOR]

Research indicates that there is surprisingly little difference in reading gains between children from high- and low-income families during the school year. Rather, the difference is what happens in the summer. Children from high-income families make better progress in reading over the summer, and over time the summer advantage can account for social-class differences in reading achievement. There is a simple explanation for this difference: Children from high-income families read more over the summer, and they read more because they have more access to books, not only at home but outside the home as well. Studies show that public libraries offer inferior collections and services to children of poverty. An obvious way to increase access to books over the summer is to improve public library services. [ABSTRACT FROM AUTHOR]