“…The user in-formation represents both the possibility of worthiness and the risk of problem status. The user in-formation may take proper advantage of the library's offerings and climb the reading ladder (Ross, 1987(Ross, , 2009McDowell, 2011McDowell, , 2014 to achieve success in economic (the library-made user), cultural (the cultured user, Talja, 2001), and civic domains (the informed citizen), or may fail to do so and become a problem: the lazy user, the boor, or the dupe. In relation to the facets of the 'whole which, on the one hand, exhorts readers to be sympathetic to the plight of homeless people, whilst on the other hand, presents 'them' as needing to be controlled and regulated to maintain social order.…”