Unit 5.3 : Study of Users and their Needs, User Education and Public Library Standards.
MLIS-102 (D): Public Libraries
1. Introduction
Libraries and information systems have historically focused on meeting the information needs of their clientele. However, in the past, the development of information systems and services primarily relied on 'literary warrant' rather than 'user warrant'. Today, the user plays a pivotal role in shaping information activities' objectives, direction, and contents.
Understanding information users is complex due to their diverse nature. P.L. Leggate aptly notes that users are human and, hence, challenging to categorise. Identifying specific user groups for information provision involves complex processes. Instead of evaluating the efficiency of these processes, the key lies in:
• Assisting users in problem identification, clarification, or solution.
• Enhancing users' probability of finding relevant information with minimal effort.
These fundamental questions are the cornerstone for librarians to build information systems, units, and services. They offer a practical framework to shape objectives, products, and services and assess their success or failure.
The pivotal requirement in designing an information system or service is studying users. This study isn't just a preliminary step but an ongoing process throughout the system's life cycle. Neglecting this study might curtail the system's longevity significantly.
While conducting user studies presents challenges due to evolving theories and methodologies, products and services based on such studies will likely be better designed than those found on intuition or committee decisions.
The primary goal of user studies is to gather information for designing, providing, evaluating, marketing, and managing specific information products or services tailored to particular user needs. Therefore, understanding what user-related variables to collect is crucial. Some general variables examined in user studies include factors influencing user perception, ways users utilise information, stages in the information transfer process, environmental and social characteristics, and communication patterns.
In Library and Information Science (LIS), 'user studies' encompass various related concepts such as information use, information needs, and information-seeking behaviour. These interpretations and associated aspects are discussed further to equip professionals with the knowledge to plan and conduct user studies effectively.
2. Library Users
Library users are diverse individuals who utilise library resources, services, and facilities for various purposes. Understanding library users is crucial for librarians and institutions to effectively tailor their offerings to meet their patrons' needs. Here's an in-depth explanation of library users:
• Demographics: Library users represent diverse demographics, including children, students, educators, researchers, professionals, seniors, individuals with disabilities, immigrants, and community members. Their age, educational background, cultural diversity, socio-economic status, and information needs vary, influencing their interactions with library resources and services.
• Information Needs: Users visit libraries seeking information for different purposes, such as academic research, professional development, recreational reading, job searching, health information, lifelong learning, and personal interests. Understanding their specific information needs helps libraries curate relevant collections and provide appropriate services.
• User Behavior: Users exhibit various behaviours within library spaces, such as browsing shelves, utilising computers, attending events or workshops, seeking assistance from library staff, borrowing materials, studying individually or collaboratively, or engaging in cultural or community programs.
• Technology Preferences: The preferences of library users concerning technology play a significant role in their interactions with digital resources, online catalogues, databases, and library websites. Some users may prefer digital formats, while others prefer physical materials.
• Accessibility and Inclusivity: Libraries cater to users with diverse needs, including those with disabilities, language barriers, or specific cultural requirements. Ensuring accessibility to all users' resources, spaces, and services is essential for an inclusive library environment.
• User Engagement: Libraries engage users through outreach programs, workshops, events, book clubs, reading programs, and community partnerships. Understanding user interests and preferences helps design engaging and relevant programs that attract and retain patrons.
• Lifelong Learning: Libraries serve as hubs for lifelong learning, catering to users across different stages of life, from early literacy programs for children to continuing education opportunities for adults. Understanding various age groups' learning needs and preferences is essential for designing appropriate programs and services.
• Information-Seeking Behavior: Users exhibit different information-seeking behaviours, such as keyword searches, browsing, citation mining, or utilising specific databases. Understanding these behaviours helps libraries optimise search interfaces, develop user-friendly catalogues, and offer guidance to aid patrons in finding information effectively.
• Cultural and Social Context: Users' cultural backgrounds and social contexts influence their information preferences, reading habits, and the resources they seek. Libraries that recognise and respect diverse cultural perspectives can better serve their communities.
By comprehensively understanding library users' diverse needs, behaviours, preferences, and backgrounds, libraries can develop user-centred approaches that enhance services, collections, and programs. Tailoring offerings to meet the evolving needs of their user base ensures that libraries remain relevant and valuable resources within their communities.
3. Study of Users and Their Needs
Studying library users and their needs is a fundamental aspect of library science aimed at understanding the demographics, behaviours, preferences, and requirements of individuals who utilise library resources and services. This study involves various methods to gather data and insights, enabling libraries to effectively tailor their offerings to meet user needs. Here's an elaborate explanation of the analysis of library users and their needs:
• User Surveys and Questionnaires: Libraries often conduct surveys or distribute questionnaires to gather information directly from users. These tools inquire about users' satisfaction levels, preferences, reasons for using the library, desired resources, and suggestions for improvements. Analysing survey responses helps libraries understand user expectations and areas requiring attention.
• Focus Groups and Interviews: Engaging users in focus group discussions or conducting individual interviews allows for in-depth exploration of their experiences, challenges, and specific needs. These qualitative methods provide valuable insights into users' perspectives, behaviours, and motivations.
• Observational Studies: Observing user behaviour within the library premises offers first-hand insights into how individuals navigate library spaces, utilise resources, seek assistance, and interact with library staff. Observational studies help identify patterns, user preferences, and areas where users might face difficulties.
• Usage Data Analysis: Libraries track usage data related to borrowed materials, database access, website visits, and resource downloads. Analysing this data provides quantitative insights into popular resources, peak usage times, and trends, aiding in resource allocation and collection development decision-making.
• Demographic Analysis: Understanding the demographics of library users, such as age, educational background, occupation, and interests, assists in tailoring services and resources to specific user groups. For instance, academic libraries might cater differently to undergraduate students versus faculty members.
• Accessibility and User Experience Studies: Evaluating the accessibility of library spaces, services, and resources for users with disabilities or diverse needs is crucial. Conducting usability studies helps identify barriers and improve the overall user experience.
• Technology and Information Behavior Studies: Studying how users engage with technology, information-seeking behaviours, and preferences for digital resources, and using social media or online platforms aids in adapting library services to meet evolving technological needs.
• Community Needs Assessment: Libraries often conduct broader community needs assessments to understand how they can contribute to community development, literacy programs, cultural activities, and educational initiatives beyond traditional library services.
By employing these methodologies, libraries gain comprehensive insights into their users' needs, preferences, challenges, and aspirations. This information serves as a foundation for strategic planning, service development, resource allocation, and continuous improvement efforts within libraries. Ultimately, studying library users enables libraries to create more responsive, inclusive, and user-centred environments that effectively meet the diverse needs of their communities.
5. Norms, Standards, Guidelines, and Manifestos
Understanding the norms, standards, guidelines, and manifestos within public libraries can provide a clearer perspective on how these terms are interconnected and their respective roles in shaping library services and operations.
Norms in Public Libraries:
• Definition: Norms in the context of public libraries refer to established standards or models that serve as benchmarks for evaluating performance, service delivery, or operational efficiency. These norms are often derived from past performance or collective experiences within the field.
• Function: Public library norms or standards measure the effectiveness and quality of library services and operations. They provide a basis for assessing performance and guiding improvements within libraries. Essentially, benchmarks set the expectations for service delivery.
Public Library Standards:
• Definition: Public library standards are authoritative principles or rules that benchmark library services and operations. They imply a model or pattern for guidance against which the quality and correctness of library services are measured.
• Function: These standards bring uniformity and order to libraries. They are essential for planning, evaluating, and maintaining library services. They serve as criteria by which the quality and effectiveness of services can be assessed and improved.
• Role: Library standards set the financial, material, and human support level required to fulfil library responsibilities. They are used for planning, evaluating, and establishing qualitative and quantitative criteria for implementing guidelines and achieving library goals.
Public Library Guidelines:
• Definition: Guidelines in public libraries refer to instructions or indications that outline the path or steps to achieve specific goals and objectives. They guide the implementation of principles or purposes outlined in plans or development blueprints.
• Role: Guidelines guide libraries toward fulfilling their objectives and meeting the principles laid out in manifestos or declarations. They provide directions on achieving goals by identifying potential users, analysing community needs, offering services, educating users, and encouraging resource sharing.
• Assessment: While guidelines guide achieving objectives, they do not assess whether these principles are achieved. This is where standards or norms come into play, as they measure and evaluate the attainment of these principles.
Public Library Manifesto:
• Definition: A public library manifesto is a declaration of intentions, opinions, objectives, or motives, typically issued by a government or organisation. In the context of libraries, it serves as a statement of fundamental principles guiding the operation and purpose of public libraries.
• Function: The manifesto outlines the core principles public libraries should adhere to in their operations. It is a foundational document upon which guidelines and standards are based. Manifestos set out overarching objectives for libraries.
• Relation to Standards and Guidelines: Manifestos like the UNESCO Public Library Manifesto 1994 are the basis for developing guidelines and standards. These subsequent documents are elaborations or practical applications of the principles outlined in the manifesto. The policies and standards are refined statements offering detailed guidance for librarians and policymakers.
Understanding the relationship among norms, standards, guidelines, and manifestos helps comprehend how these interconnected elements shape public libraries' structure, objectives, and operations, guiding them towards effective service delivery and continuous improvement.
6. Public Library Standards
The development of library standards involves various methods, including using established high-quality libraries as benchmarks, convening expert committees to outline measures, seeking consultation from experts or gathering library professionals to develop consensus on the standards' content. Authority, agreement, and customary practices are crucial in legitimising standards.
Library standards come in two main types: quantitative and qualitative. Quantitative criteria involve precise measurements such as collection size, budgets, and staff count. In contrast, qualitative standards pertain to intrinsic qualities like leadership, skills, intelligence, and honesty exhibited by library professionals in their service. Quantitative measures can be challenging to generalise, as what works as a standard in one setting might not be applicable elsewhere. Thus, establishing criteria at an international level can be complex. Standards can vary in level, representing adequacy or excellence, and what constitutes adequacy in one country might signify excellence in another.
Standards developed in one country often influence standards created elsewhere. For instance, IFLA standards, influenced by existing national standards, have prompted other countries to develop similar guidelines. However, standards require continual updating due to the dynamic nature of conditions impacting libraries, resulting in many revisions and documents under review.
The American Library Association (ALA) first attempted to create public library standards in 1933 and later revised them multiple times to adapt to changing times. The United States has been a leader in updating public library standards. Similar developments occurred in Britain, where the Library Association, London has published various means, such as the Model Statement of Standards in Public Library Services (1995), Basic Stock for the Public Reference Library (1998), and Guidelines for Reference and Information Services in Public Libraries (1999). Britain also aimed to revise public library standards annually.
Library standards have been adopted in various countries worldwide. International organisations like UNESCO and IFLA have played significant roles in formulating public library guidelines and standards, showcasing these standards' global impact and importance in the library domain.
• Indian Public Library Standards
Various reports in India, from the Advisory Committee led by K. P. Sinha (1958) to the recent National Policy on Library and Information System (NAPLIS, 1986), have outlined diverse norms, goals, and guidelines for public libraries. However, a pivotal document emerged in 1991 from the Raja Rammohun Roy Library Foundation (RRRLF) titled "Guidelines for Public Library Systems and Services." RRRLF, a Government of India organisation promoting the public library movement, crafted these Guidelines. Drawing inspiration from the UNESCO Public Library Manifesto and IFLA Standards for Public Libraries, it introduced novel features tailored to Indian contexts.
• Finance: The suggested financial benchmarks aim for a minimum expenditure of Re. 1 per capita, a level to be pursued by states spending less than 70 paise per capita. Those already paying above Re. 1 per capita should strive for an expenditure of Rs. 2.50 per capita. Additionally, the Guidelines propose a charge of Rs. 10 per annum for library services, with a 33% concession (Rs. 20) for a family of three members, each granted borrowing rights individually.
• Library Personnel: For Central Libraries at various levels, the recommended staff ratio is one post per 2,000 or 2,500 literate population. Moreover, the proportion of professional staff to the team is advised to be 40% in Central Libraries, differing from 33% in other public libraries.
• Building: International standards allocate 0.86 sq. ft. per person, amounting to 21,520 sq. ft. for a population of 25,000. However, variations exist based on location and purpose. Villages, for instance, require a minimum 1,000 sq. ft. area to function as community centres and serve school children. Classification into Class I and II buildings for different population ranges aids in defining building sizes and expansion limits.
• Site: Strategic site placement is emphasised, advocating central locations in high-density areas near educational institutions or commercial zones. Consideration of transportation accessibility, minimal sun exposure, wind protection, and provisions for future expansion are key aspects highlighted.
• Design: Modularity and uniformity in building design are recommended, with specific guidelines for pillar distance, building shape, and floor specifications. Proper lighting, adequate space allocation per reader, and furniture specifications are also detailed.
• Furniture: Specifications for reading tables, shelving, and preferred materials are highlighted, encouraging adherence to Bureau of Indian Standards for furniture and other essential library elements.
These standards aim to enhance the quality and effectiveness of public libraries in India, ensuring a conducive learning and knowledge dissemination environment.
• International Public Library Standards
The International Federation of Library Associations and Institutions (IFLA) played a crucial role in setting standards for public libraries. The evolution of these standards reflects a shift in approaches over time:
• IFLA Standards for Public Libraries (1973 and 1977): The 1973 publication provided quantitative standards encompassing collection size, administrative units, operating hours, staffing levels, and building standards. These standards were deemed universally applicable, assuming similar objectives across countries despite differing developmental paces. The 1977 reissue made slight modifications but retained the quantitative measures.
• Transition to Guidelines (1986): In 1986, IFLA introduced "Guidelines for Public Libraries," departing from quantitative recommendations. These guidelines refrained from universal relevance, acknowledging vast disparities in library needs and resources across regions. The guidelines recognised the variability of libraries globally, implying that specific recommendations, such as providing free access to the Internet regardless of economic means, might not suit all contexts, particularly in Asian or African settings.
• IFLA's Current Approach (Post-1986): Subsequent versions, like the IFLA 2000 edition, continued the trend, avoiding specific standards or quantitative recommendations. Instead, they relied on experiential advice drawn from diverse global contexts. The shift since 1986 indicated a move away from strict rules towards advisory guidance applicable across various library settings, acknowledging their differing needs and capacities.
• Significance despite Evolving Practices: Despite the shift away from issuing standards by international bodies like UNESCO or IFLA, the IFLA Standards for Public Libraries from 1973/1977 remain relevant and vital. These standards and norms, even when used, are typically seen as minimal benchmarks rather than stringent regulations.
The progression of international library standards demonstrates a move from prescriptive quantitative measures to more flexible guidelines based on diverse global experiences. While specific rules and quantitative recommendations are no longer prevalent, historical standards remain significant as fundamental reference points in the field of library sciences.
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