“Bloody amazing really”: voices from Scotland’s public libraries in lockdown

Abstract

PurposeThe research examined Scottish public libraries and the libraries' response to the coronavirus disease 2019 (COVID-19) pandemic of 2020–2021. The research focussed particularly around the way that the libraries helped to support community resilience and cohesion during periods of lockdown. The study considered issues around the closure of services in March 2020, digital services, the loss of physical library spaces and governance models. The research presents the voice of service managers rather than being a user study. The research was funded by the Arts and Humanities Research Council (AHRC), part of UKRI (United Kingdom Research and Innovation), as a part of the council's scheme to provide response to the pandemic of 2020.Design/methodology/approachThis was an exploratory study examining how Scottish public library services responded to the COVID-19 lockdown in 2020. Three methods were deployed in the investigation. First, the gathering social media and other web-based content from library services over the months March–September 2020 (amounting to over four thousands snips of content) were analysed thematically. Second, 19 semi-structured interviews with service managers across Scotland were conducted. These were recorded, transcribed and analysed. These elements formed the cornerstone of the research but were supported by a short survey distributed to all public library services in Scotland focussed on e-lending during lockdown.FindingsFindings are presented in respect of the lessons to be learnt from the closure of physical services and the migration to digital only provision, the contribution made to supporting communities, health and well-being, the importance of the balance of physical and digital library services around governance models for library services, as well as around the process of reopening services. This research explores how staff responded to this unparalleled situation, how the staff maintained close relationship with the communities the staff serve, what services themselves learnt through lockdown, and how the staff's management practices adapted. The findings present voices from Scottish libraries during 2020.Research limitations/implicationsThe research presents a snapshot of activities during a period of fast-moving change. The research, therefore, presents a snapshot of March–December 2020, which is, however, an extremely important snapshot. The first lockdown was perhaps most interesting to study from a research perspective because the authors witnessed, real-time, how the staff responded and reacted (with lessons learnt and applied in subsequent regional or national lockdowns later in 2020 and in the 2021). The second lockdown and subsequent periods were outside the scope of this research.Practical implicationsRecommendations are offered around the need for a national conversation about digital content provision in public libraries and the exploration of possibilities of a national approach, the role libraries have as digital enablers (in supporting effort to overcome the digital divide in society), the crucial nature of continued strong advocacy for public libraries, the importance of the library as a physical space, and on how to maintain the flexibility, agility and autonomy which emerged during lockdown.Social implicationsThe research presents strong testimony about the social value of public libraries as free, safe and public spaces within communities. It also highlights the continued digital divide which exists in many places and the important role that public libraries have in being digital enablers for many members of the public. The closeness of library service staff to users is strongly evidenced in the testimony from managers as is the need for parent organisation (local authorities or in culture or leisure trusts) to recognise more fully the breadth of services the public library provides and how these are “essential” for many users.Originality/valueThe value and distinctiveness of this research lies in the fact that the research captured the voices, thoughts and perceptions of Scotland’s public libraries during the period of lockdown in 2020. The evidence gathered suggests important conversations are required around equity of e-lending provision, the role of libraries as digital enablers, the balance between physical and digital provision and around the ways libraries are managed (directly by local authorities or in culture trusts). The research affords lessons for public library provision beyond Scotland with many issues being transferable to other contexts.

Australian public libraries during the COVID-19 crisis: operations, management and service provision

“…This supports findings elsewhere in the literature related to library experiences of COVID-19 (Hosoi et al. , 2021; Reid and Mesjar, 2023). It should be noted that in some cases – for example the assignment of regional library technical staff to customer service roles – management decisions were not met with universal approval.…”

“…Staff were also encouraged to take the opportunity to engage in professional development activities, both those related to the development of new services, and more generally. This supports findings elsewhere in the literature related to library experiences of COVID-19 (Hosoi et al, 2021;Reid and Mesjar, 2023). It should be noted that in some casesfor example the assignment of regional library technical staff to customer service rolesmanagement decisions were not met with universal approval.…”

Not like riding a bike: How public libraries facilitate older people’s digital inclusion during the Covid-19 pandemic

“…The shift to digital provision during the Covid-19 pandemic challenged older people generally more prone to digital exclusion, and lacking the digital skills necessary to be confident users of the internet (Age UK, 2021). The Covid-19 pandemic essential ‘shone a new light on the digital divide between the technology haves and have nots in wider society’ (Reid and Bloice, 2021: 46).…”

“…Public libraries played a key role during the Covid-19 pandemic in trying to overcome the digital divides persisting in communities, enhanced by their closeness to local communities, and an ability to ‘keep an eye on situations and people’(Reid and Bloice, 2021: 54). However, this role is underappreciated and there is a real need for central government and local councils to recognise this more fully, helping to support what public libraries do.…”

Delivering services in the new normal: Recording the experiences of UK public library staff during the COVID-19 pandemic

“…Data included service provision, constraints and barriers to providing services, the impact of providing services for the library and the community, staff redeployment, professional support and challenges in services reuptake (Libraries Connected, 2020). Reid and Bloice (2021) used social media analysis, surveys and interviews with Heads of Service to examine service provision, digital service provision, service innovation, community impact and challenges during lockdown. The Carnegie Trust report by Peachey used staff surveys to examine service provision, staff attitudes towards provisions, staff skills and staff experiences (Peachey, 2020).…”