2 Appendix
Qualitative research
on library users
Aims of this study
- A2.1
- A considerable amount of quantitative research exists which provides
detailed knowledge of current library usage patterns. Chapter 2 in this
report presents the results of research carried out to gain a
qualitative understanding of user needs and motivations, and to
investigate reactions to potential developments of new technology and
networked libraries. This research is intended to provide directional
guidance for the implementation of the report .
- A2.2
- Specific application concepts were identified and tested out,
assessing appeal, relevance and potential impact among key target
groups. Fieldwork was carried out in four different locations, selected
to represent a range of library services: a small local library, a main
central library, a library in a deprived inner-city area, and a rural
library. The methodology used is outlined at the end of this appendix.
User attitudes
- A2.3
- As background to the main findings presented in Chapter 2, this
section outlines perceptions of the existing library service among our
sample.
Perceived role
- A2.4
- The public library was perceived to be a keystone in each local
community, and there was a common understanding as to its role and
purpose. The library was seen mainly as a place to borrow books, but
there was a tremendous respect and appreciation of the special space it
provides. Other aspects which users perceived as important were:
- a source of information;
- expert staff to help you;
- a place to study in peace and quiet 'without distractions';
- an important resource for children, to develop their interest in
books and reading ;
- a place to help people develop interests/hobbies;
- somewhere to go when you don't know where to go (especially true for
the elderly);
- a free service - 'a safety net' for all.
- A2.5
- While the library was known to be the place where local culture and
history are preserved, and people had drawn on this service from time to
time, this function was more recessive.
Imagery
- A2.6
- The imagery was dominated by the large-scale presence of books, but
other attributes associated with the library were:
- its 'public' nature, for use by everyone;
- an appealing environment - being surrounded by books an important
factor;
- a familiar, relaxing place - unthreatening and safe;
- a quiet haven from busy urban life;
- 'Not as stuffy as they used to be' - the rule of silence no longer
insisted upon;
- helpful staff;
- an important social place - especially for students and older people.
- A2.7
- A few younger respondents held the view that the library tended to
have a 'downbeat' image and to be full of people killing time when they
had nothing else to do. They thought that it needed to become much more
mainstream, pushing itself forward and leading with new media rather
than lagging.
User satisfaction
- A2.8
- In general, people's experiences were based on one or two libraries
in their immediate vicinity, so they were not generally aware of any
wide variations in quality of service. There was a tremendous amount of
goodwill expressed towards the local library. Satisfaction with the
service was generally high, and also with the library environment. Any
dissatisfaction was at a low level and usually about lack of comfortable
seating, poor layout/labelling, and slowness of supplying a book on
order from another library.
Principal concerns
- A2.9
- The public library was perceived to be under increasing financial
pressure, as evidenced by restricted opening hours, closure of some
small libraries, and apparent lack of newly published titles in
bookstock.
- A2.10
- Given this view, for some people the concept of the introduction of
IT seemed unrealistic, and the funding of it became a major issue for
them.
Methodology
- A2.11
- The research programme was in two stages. In Stage 1, concepts were
developed by consolidating existing thinking and carrying out a
combination of in-depth interviews and brainstorming among key
individuals, as well as paying a visit to a leading-edge library. A
workshop was held among futurists and technologists, and included
individuals whose specialisms were in the fields of education and
language as well as advanced services in IT. In addition, twenty experts
were consulted representing LIC members, librarians, education, small
businesses (including Business in the Community), local government,
technologists and futurists.
- A2.12
- Stage 2 was a small-scale qualitative study among six key library
user groups , and included mid-teens (aged fourteen/fifteen years in a
deprived inner- city location), school-leavers, families with a general
interest in the library, 'lifelong learners', and adults engaged in some
form of part-time study to make a career change or return to work.
Fieldwork was carried out in the locations described in paragraph A2.2.
- A2.13
- Various items of stimulus material were used in the groups, to aid
exploration, and included a video of 'The Library of the Future' to
demonstrate some of the possible applications of public library
networking, mood boards encapsulating various images, and concept boards
covering the main themes identified in Stage 1.
- A2.14
- Stage 1 was used to inform Stage 2 and the conclusions presented in
Chapter 2.
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