People have an elevated view of libraries as repositories of knowledge, but at the same time, a very limited view of what libraries and librarians can actually do for them (Datig, 2014). As a teacher librarian student, I thought I had a pretty good idea of what libraries could provide, but I still found myself surprised throughout the study visit at the range of services and resources that some of the libraries provide to their patrons.

Kylie Percival works in Curtin University’s seven story library. The library predictably meets its university student’s needs through its academic skills team providing programs, workshops, and peer-to-peer mentoring. I was, however, surprised to hear that only one floor was dedicated to physical books, and these are stored in a compactus which users can only access by appointment or via a click and collect service. This is particularly surprising as there is no separate law or medical library, as this library services the entirety of the university. The decision was made based on their ebook preferred policy. It was hard not to feel uncomfortable with the idea that you couldn’t just go to the library and pull a book off the shelf, but you had to already know what you wanted and order it or make an appointment. However, Percival assured everyone that the usage stats backed up the bold decision to consolidate (2023). “Community over collections” was the library refurbishment’s goal and this has clearly been considered with the inclusion of 90 bookable spaces, hang out areas, a café, dedicated space for neurodivergent students, makerspace, a student kitchen and an entire floor dedicated to communal quiet study. The library has a clear vision and the 7-8,000 people that visit the library each week seem to confirm it is a place they want to be.

The way a patron is perceived changes the way they are treated (Johannsen, 2015). In Percival’s library it was all about connecting. In Stephen Harris’s public library in regional Bundaberg, empathy and user dignity seemed to be key themes to listening to and meeting users’ needs. The library houses a plethora of physical and digital items and offers many programs to its users—both the members and the “hidden patrons” who use the library spaces without ever borrowing books. Listening skills, empathy and compassionate logic training are highly important in his library. This enables the staff to interact with users and de-escalate patrons who may be drug effected, create a space where every gender feels valued, and where the homeless are given spaces to reside. I strongly identified with wanting to create a safe space where people feel seen, heard and valued. However, I mentally questioned the welfare checks on the homeless Harris mentioned. I agree that treating everyone with dignity is important, but when does it cross over into social work instead of information management? I wonder if their policy addresses that. Is spending hours on the phone chasing up a missing person (although noble) part of a librarian’s role? Perhaps Harris answered this when he stated, “If it’s a concern to society, it’s absolutely a concern to libraries.” Look what’s happening in society and act on it because that action is part of your collection (2023).

References

Datig, I. (2014). What is a Library?: International college students’ perceptions of libraries. The Journal of Academic Librarianship, 40(3-4), 350–356. https://doi.org/10.1016/j.acalib.2014.05.001

Harris, S. (2023, 11 September). VSV 202360: Public librarian, Bundaberg Regional Libraries. https://charlessturt.zoom.us/rec/share/oZMIRdTmIeSFIL75K8nhSGIw52MzMS_Ztno_l5ocbvwW_YNKEj6PD3np2Ef3UVjU.JR8aapu7pRHTL0yi

Johannsen, C. G. (2015). Library user metaphors and services : how librarians look at their users. De Gruyter Saur. https://doi.org/10.1515/9783110418545

Percival, K. (2023, 7 September). VSV 202360: University librarian, Curtain University. https://charlessturt.zoom.us/rec/share/1fEE-AEQTqr6lWhwcqZZoWYPT9_Lt2yuQiVvTStUzOF1cUFwDRnmjKputGygkM8.VxY97W5FmVAb3GY2