This article discusses the results of a survey to find out users’ perspective on library services in an urban New England setting. It is reporting on the second in a series of surveys seeking to find out who’s using public library digital resources and services, how they’re using them, and why they’re using them.
Researchers were looking at both usability and accessibility, from the patron’s point of view, and were looking to identify trends in user characteristics and patterns of information sought. Not surprisingly, they found that “mere access to information, computers, and the Internet are not enough. The hardware and software must be upgraded when necessary. Moreover, users must have the skills to use both hardware and software to search competently” (6).
The authors report many of the same issues as in other studies, namely true access includes fast enough connection speed, enough workstations for patron demand, updating and maintaining hardware and software, and sufficient time on computers to accomplish tasks.
Although this survey was much broader in scope than my project, the researchers were looking for basically the same information as I was: How do people use public libraries.
It was interesting, but not surprising that they used some of the same questions I used in my questionnaire, and their results provide a point of comparison with my results.
In addition to much useful information, this article serves as a good contrast to Bertot, et al., because the authors were asking patron questions, while the articles by Bertot et al, reported on surveys answered by librarians.
