Stock photo of children visiting the library from iStock
Libraries serve as a “third space”, places that are open free of charge, where anyone can access WiFi, computers, and more without membership fees or purchasing obligations. Beyond the physical resources, libraries are also spaces that foster community connection and learning. As society evolves, so do people’s information needs and interests. In order to continue being effective, libraries must adapt to these changes in order to service their communities. This means building trust by involving the public in library operations, offering diverse resources and programs, and eliminating barriers that prevent people from using the library to its fullest potential.
Building Public Trust
Libraries and their resources will meet the needs of their communities best if they involve said communities in their decision making processes. Trust is a crucial part in building connections with library members and providing excellent user services. Without trust and honesty, it is unlikely that any relationship or connection between the library and its members will be formed (Schmidt, 2013). It is important that the library makes the reason why it makes certain decisions public. This necessity can be seen when the Seattle Public Library (SPL) decided to allocate $2 million dollars to rebrand without consulting their community (Kenney, 2013). When the library administration released a survey for people to vote on the rebrand, there was immense criticism and pushback. People preferred the money to fund new materials and other resources, and in the end SPL administrators pulled the plug on the decision. However, at that point, hundreds of thousands of dollars had already been spent.
Serving a Diverse Community
One of the public library’s main goals is to be an equitable resource to all community members, regardless of background or circumstance. This includes groups that may be more “difficult” to accommodate, such as teenagers and people experiencing homelessness.
Librarians and informational professionals need to realize that advocating for teenagers in the library means recognizing that they are legitimate library patrons with the right to access the library’s resources and services. They should not tolerate disruptive behavior, which should be addressed appropriately. Banning teenagers in the library or restricting access to popular services will instead discourage teens from utilizing the space, and if libraries do not accommodate the youth, it is hard to keep them as patrons in adulthood (Casey & Stephens, 2008). Libraries should determine the needs of their teenage community, and have materials and resources accessible to them. For example, the Santa Clara County Library offers video games checkouts for a variety of consoles, including the Nintendo Switch 2, the PS5, and XBOX (Santa Clara Library, n.d.). The Dr. Martin Luther King, Jr. Library in San Jose also has a dedicated TeenHQ, often hosting teen events and offers spaces such as a game lounge, a MakerSpace Studio, and recording studio (San Jose Public Library, n.d.).
Serving the unhoused also poses a difficult challenge. Libraries have become a second daytime shelter, because many shelters are often loud and crowded. They also provide a safe space to use resources such as bathrooms, WiFi, and outlets without the harassment of authorities. However, because many of the unsheltered suffer from mental illness or drug addiction, staff often find themselves undertrained and lacking support, as they are essentially working as informal social workers (Ryan, 2023). In a response to this issue, some libraries have started to hire social workers. The San Francisco Library was the first library in the U.S. to hire a social worker, and in a span of eight years, over 150 people found permanent housing, while 800 received other services (Urada, et al., 2022). Library administrators should assess the needs of communities and make staffing decisions accordingly in order to commit their goal of being inclusive and equitable. Additionally, all library staff should also be given training that allows them to engage with this community in an empathetic and understanding manner, while also knowing when to step back if the situation seems dangerous.
Eliminating Barriers to the Library
In order to ensure that community members have equitable and free access to resources, libraries eliminate all barriers that may prevent people from utilizing the library. This includes charging late fines. Libraries that eliminated late fines saw an increase in patron satisfaction and participation, and staff morale (Gerber, 2022). 26% of them also saw an increase in circulation. Libraries that do charge late fees or other fines also offer additional ways to offset fees, such as donations and volunteering. An example of this can be found in the San Jose Public Library (SJPL). SJPL does not charge late fees, but will charge for lost items. The library offers two different programs to offset the fee: the Book Replacement program and the Volunteer Away Your Fine Program (San Jose Public Library, n.d.). Patrons can bring in a brand new book as payment, or volunteer. For every hour volunteered, the library will waive $20 from their total fees. These programs and the elimination of late fees help diminish the financial barriers of visiting a library, supporting the library’s mission in being accessible and equitable to all.
Reflection
Libraries are more than places to check out books, they are places of connection, learning, and community. They are community-driven spaces that provide a variety of services and resources, and as informational professionals, we must be ready to adapt to societal and informational changes. This means actively listening to the communities that we serve by providing them access to data and the decision making process, serving diverse and underprivileged communities, and eliminating barriers to the library. By doing so, we can be an open space that provides access to materials and resources in an age of increasing censorship. A library thrives when it serves its community, and to do so trust and library transparency are necessary.
References
Casey, M., & Stephens, M. (2008, May 15). Embracing service to teens. Tame the Web. https://tametheweb.com/2008/05/15/embracing-service-to-teens/
Gerber, A. (2022, September 28). Fine farewells: LJ’s 2022 fines and fees survey. Library Journal. https://www.libraryjournal.com/story/Fine-Farewells-LJs-2022-Fines-and-Fees-Survey
Howard, J. (2019). The complicated role of the modern public library. Humanities: The Magazine of the National Endowment for the Humanities. https://www.neh.gov/article/complicated-role-modern-public-library
Kenney, B. (2016, January 4). Brand awareness: Lessons from Seattle’s failed bid to rebrand its public library. Publishers Weekly. https://www.publishersweekly.com/pw/by-topic/industry-news/libraries/article/68666-brand-awareness-lessons-from-seattle-s-failed-bid-to-rebrand-its-public-library.html
LibraryIQ. (2024). Is your library using data effectively? Here’s how to know. Library Journal. https://www.libraryjournal.com/story/is-your-library-using-data-effectively-heres-how-to-know-lj240531
San José Public Library. (n.d.). TeenHQ makerspace. https://www.sjpl.org/teenhq-maker/
San José Public Library. (n.d.). Book replacement program. https://www.sjpl.org/brp/
San José Public Library. (n.d.). Volunteer away your fines. https://www.sjpl.org/vayf/
Santa Clara County Library District. (n.d.). Games. https://sccld.org/games/
Schmidt, A. (2013). The user experience: Earning trust. Library Journal.
Urada, L., Nicholls, M., & Faille, S. (2022). Homelessness at the San Diego Central Library: Assessing the Potential Role of Social Workers. International Journal of Environmental Research and Public Health, 19(14), 8449. https://doi.org/10.3390/ijerph19148449
Yoon, A., & Copeland, A. (2022). Public libraries’ service model for community open data engagement. iConference 2022, iSchools. https://www.ideals.illinois.edu/items/123084
