Abstract
This mixed-methods study considers the ways in which the public library is increasingly supporting the mental, emotional and social – or ‘psychosocial’ – needs of individuals within its local communities; reflecting on an emerging body of US research which is exploring this topic. This research aimed to determine how prepared UK public library services are to support the psychosocial needs of users, with a focus on staff perceptions, confidence and training. The research identified the psychosocial services and relevant staff training currently taking place in Southeast England, through an online survey with public library staff. This data provided a background of understanding, before in-depth, semi-structured interviews were completed with nine public library staff within one library service, to uncover staff perceptions and attitudes around this area of work. The quantitative and qualitative data revealed findings which largely reflected the research that has taken place in the US. Public library staff are committed to delivering psychosocial support by providing information, signposting, delivering library groups and activities, and showing compassion to users. However, staff experience feelings of uncertainty around this work, particularly when responding to users with complex needs or those in crisis, and they have a strong desire for more targeted training in this area. This paper concludes that this aspect of modern public library work necessitates the development of targeted staff training and further research in this area.
Keywords
Introduction
The public library is built upon an ethos of meeting the information and educational needs of its local communities (Hirsh, 2018; McMenemy, 2009) and from the 20th century it has been driven to providing services and activities far beyond the borrowing of books and delivering these services outside the walls of library buildings (Muddiman, 2006: 82). The sector in the United Kingdom has a long history of outreach work and community-building endeavours, which was solidified in the 1970s and 80s, with the development of community librarianship (Black and Muddiman, 1997). The modern public library is evolving and the impact of its changing nature on library staff is unclear. Growing emphasis is now being placed on the role of the public library in new areas, such as social inclusion. This changing role is progressively harnessed by local and national governments, and national reports confirm the ways that public libraries can ‘provide positive outcomes’ for their users by contributing to ‘human capital formation, the maintenance of mental and physical wellbeing, social inclusivity and the cohesion of communities’ (BOP Consulting, 2014: 5). Local authorities in the UK are increasingly providing frontline council services within library branches or in shared library/council spaces, adopting both formal and informal ‘community hub’ models (Thomson and Murray-Sanderson, 2017). Indeed, the Arts Council set the first of its four key priorities for the public library sector as placing the library ‘as the hub of the community’ (Woodhouse and Zayed, 2021).
The needs and challenges of local communities are also changing. Mental health conditions and loneliness are society-wide concerns in the UK: 1 in 4 people will experience a mental health problem of some kind each year in England (McManus et al., 2009); and a Department for Digital, Culture, Media, and Sport (DCMS, 2021) survey revealed that 6% of respondents (approximately 3 million people in England) said they felt lonely often or always. Many commentators in the fields of medicine and psychiatry are describing the current situation as a ‘UK mental health crisis’ (Bibby, 2021; Lovett and Javed, 2022; Royal College of Psychiatrists, 2021).
The needs of users experiencing poverty and homelessness have been enduring concerns within the public library sector and there has been various commentary and research on the attempts of public library staff to support and respond to these users (Anderson et al., 2012; Collins et al., 2009; Hersberger, 2005; Venturella, 1991). These issues have been exacerbated by Covid-19 and the current cost of living crisis (Booth, 2022). The Resolution Foundation (Bell et al., 2022) estimated that absolute poverty would rise by 1.3 million in 2022/23, whilst national charity Crisis, predicts that the aftermath of the Covid-19 pandemic risks a substantial rise in homelessness (Watts et al., 2022). The pandemic has served to highlight the importance of societal mental health and social support across the nation’s public services, the public library being no exception. As an institution which seeks to meet the information, and increasingly the wider needs of its local communities, we can expect these issues to have a significant, ongoing impact upon the work of the public library. Indeed, a survey by Libraries Connected (2022), found that 44% of library services had experienced increased demand for services to help people through the cost-of-living crisis. Such reports reflect on the changing needs of public library users but they also raise the question as to how ready public library staff can realistically be to deliver such services and to what extent such responsibility should fall on the public library.
An emerging body of US literature examines the role of the public library in supporting the changing needs of public library users, often referred to as users with ‘psychosocial’ needs or ‘complex’ needs (Provence et al., 2020; Senteio et al., 2021; Wahler et al., 2019, 2021, 2022). Though the US literature is beginning to ask relevant questions around this topic, there is little international, or UK specific, literature on the attitudes, confidence and capabilities of staff to deliver services which address the mental health and social needs of their users in a holistic way. We know that these types of services are increasingly being delivered and supported by regional and national agendas, and yet we still know little about library staff attitudes to providing this help, for instance where they see themselves within this changing library context, what sort of training they are given in these areas and how prepared they feel to deliver relevant services and support.
This research paper is focussed upon the perceptions of library staff, their understanding and experiences of work in this area, arguing that it is through a clearer understanding of staff perceptions that we might better understand the work being carried out to support changing user needs.
The project focus was the following research question: How prepared are UK public library services to support the psychosocial needs of their users? With a focus on staff perceptions and training.
This was investigated by addressing the following research aims:
To identify what is currently being done to support the psychosocial needs of public library users in the UK in a particular region and the types of relevant training being delivered to staff, and;
To understand staff perceptions of this aspect of their work, and how confident they feel to provide services in this area.
Terminology
‘Psychosocial’ is a recognised term in healthcare as well as other disciplines within social studies, such as social care; and it is increasingly used in public health initiatives and research, such as the Psychosocial Pathways and Health Outcomes report (Bell, 2017). ‘Psychosocial’ is defined in the Oxford Dictionary of Nursing as ‘involving or relating to both the social and psychological aspects of a patient’s life’ (Law, 2021) and similarly in the Oxford Dictionary of Occupational Science and Occupational Therapy as a ‘term used to refer to both the psychological and social aspects of a person or situation. Often used as a generic term for mental health difficulties’ (Molineaux, 2017). A psychosocial approach to public health acknowledges the interrelated mental, emotional and social needs of an individual. It argues that we should consider an individual’s physical and mental health and wellbeing in the context of their social environment (Bell, 2017: 5–6).
As the public library has moved beyond traditional library work delivered within library spaces, it now seeks to support in the development of informed, engaged and healthy citizens. The public library has emerged as a key partner for local Government in delivering health information to communities (DCMS, 2017), with UK libraries: sharing public health materials, hosting public health professionals to improve understanding of specific conditions, delivering health literacy training and even providing health services such as blood pressure checks. Libraries have an increasingly significant part to play in public health, hence the decision was made to use interdisciplinary language in this paper.
This paper uses the following definition, taking account of usage in other disciplines, and applying the framework to information and library studies: ‘psychosocial’ may be used in the public library sector to encompass the various mental, emotional and social needs of individuals within the local community, and the range of library activities and services which aim to support them. Examples of these services include: mental health and wellbeing book collections; clubs and activities for lonely, isolated or socially-excluded users; signposting users to relevant social services.
Literature
The review examines several interlinked themes within the existing literature: increasing community support from public libraries; bibliotherapy and the Reading Well scheme; examples of services and support for users with psychosocial or complex needs; and the impact of Covid-19. Gaps in the literature are highlighted and the authors discuss different attitudes towards the level of responsibility being placed on public library staff.
The role of the public library in supporting public health goals has been widely acknowledged, with ‘Health and Wellbeing’ one of the Six Universal Offers (Libraries Connected, nd) and several national reports outlining the health benefits of public libraries to their local communities (BOP Consulting, 2014; Fujiwara et al., 2015; Libraries Taskforce, 2016; Tyler, 2020). The Covid-19 pandemic further highlighted the public library’s role in combating ‘loneliness and isolation’ and supporting users in times of crisis (Libraries Connected, 2020).
The literature search identified the need for further research in this area, both internationally and specifically within the UK. An emerging body of research in the USA was identified and will be discussed. This new research is beginning to explore the position of the public library to support the ‘psychosocial needs’ of its users, and its role as an initial point of contact for community members with various ‘complex’ needs.
Community support from the public library
The public library has been attempting to address the needs of the socially excluded and disadvantaged since the 19th century, and services designed to support diverse groups of users are at the centre of modern public library provision (Black and Muddiman, 1997). Black and Muddiman (1997) describe the development of community librarianship in the 1970s and 80s, which was shaped by the growing opinion that public libraries should respond more flexibly to users, beyond the provision of traditional children or adult services, and targeting work to assist people experiencing homelessness, unemployed people and people from ethnic minority groups, amongst others (p. 61). The 1999 report, Libraries for All: Social Inclusion in Public Libraries and the New Labour focus on social inclusion cemented the public library as a key partner in the Government’s aim to combat social exclusion (McMenemy, 2009: 49). It is now widely accepted that libraries play a part in both preventing social exclusion and providing means of re-connecting with society (Goulding, 2006).
Internationally, research has been concerned with the information needs of particular disadvantaged groups, including information users experiencing homelessness (Dowdell and Liew, 2019; Giesler, 2019; Muggleton and Ruthven, 2012; Pressley, 2017; Provence, 2018; Richter et al., 2019), with the International Federation of Library Associations and Institutions (IFLA, 2017) issuing specific Guidelines for Library Services to People Experiencing Homelessness.
Mental health information and support is another area of increased focus within the public library. Brewster (2014) investigated the role of the public library as a ‘therapeutic landscape’. Her findings support what library staff had long suggested anecdotally, that the library is perceived by its users as: familiar, open and welcoming; comforting and calming; and empowering (p. 96).
A substantial body of literature has established the role of the public library in responding to isolation and loneliness in its local communities. There have been multiple national reports into loneliness and isolation, including the Community Life Survey 2020/21 (DCMS, 2021) and the Tackling Loneliness Annual Report (Macdonald and Kulakiewicz, 2021); the public library is presented as a key partner in terms of prevention and support. Regional research is increasingly found too. Manchester Libraries (Chartered Institute of Public Finance and Accountancy [CIPFA], 2020), for example, completed a library user survey in 2020, with 81% of respondents who had experienced feelings of loneliness reporting that the library helps to reduce these feelings.
There is an ongoing focus on the public library as a ‘community hub’, both formally and informally. Although not a new concept, it is an approach that has gained increased traction in recent years (Thomson and Murray-Sanderson, 2017). Public libraries are well placed for this service model, due to their ‘position of trust within local communities, the contribution they make across a range of agendas, and their ethos of partnership working’ (p. 2). Sector commentary has questioned whether the approach is of benefit or detriment to the library and its users. Proponents argue that the model is an effective means of keeping libraries relevant – and open (Information Professional, 2020); critics argue that the library’s core role of providing quality book stock is undermined in the process (Coates, 2020). Yet, the impact of this shift upon UK library staff, and their readiness to provide changing library services, is underexplored in the literature.
Bibliotherapy and the reading well scheme
Bibliotherapy is perhaps the most widely researched approach to mental health service provision in the public library. Brewster defines it as: ‘. . .an umbrella term for a number of related ideas for using books to help people with physical and mental health problems. These can be non-fiction advisory texts which help people understand and deal with mental and physical health problems, or they can be fiction books which provide enjoyment for people with similar health problems’ (Brewster, May 2008: 5).
Bibliotherapy programmes can now be found around the world; in the UK, research has largely explored self-help literature, non-fiction texts and the Books on Prescription (BOP) scheme (Brewster, May 2008), now known as the Reading Well scheme. The scheme was developed by Professor Neil Frude in Cardiff in 2003; in 2005 it was rolled out across Wales; in 2013, the Reading Well scheme was launched in England by The Reading Agency and the Society of Chief Librarians. The scheme initially provided reading lists for common mental health conditions, including anger, anxiety, depression, phobias, and self-harm. Later, additional collections were created, for those with dementia, young people, and people suffering from long-term health conditions (Brewster, 2018: 12–14). Reading Well collections can now be found in every library branch in England (Napier, 2021).
Research on the use and success of these schemes can be found in library studies, psychology, and medical commentary, with research interest unsurprisingly peaking around the key developments outlined above. Research has included reviews and reports on the scheme (Chamberlain et al., 2008; Hicks, 2006), as well as postgraduate and doctoral research (Brewster, 2007, 2011; Furness and Casselden, 2012; Grundy, 2005). Much of this literature focussed on the lack of standardised approach and staff clarity around practical implementation of the scheme, though many of these early weaknesses have been addressed over time (Brewster, 2018: 13). More recent reviews of the scheme are lacking, but there is some renewed interest, which may be in part due to the focus placed on mental health information during the Covid-19 pandemic.
The wider therapeutic benefits of reading have also been studied. Usherwood and Toyne (2002) outline the role that reading fiction plays in satisfying a variety of psychological needs, including providing escapism and relaxation, as well as improved literacy. Brewster’s (Dec 2008) work on informal bibliotherapy highlights the positive impact that reading has on users, whilst acknowledging that these benefits can be difficult to measure beyond anecdotal evidence (p. 15).
Brewster (Aug 2008) has made several recommendations for the development of bibliotherapy in the public library, notably that library staff receive training on mental health issues and build partnerships with healthcare providers. Hudson (2019) argues that the public library could play a greater role in the NHS’s vision for social prescribing. Indeed, as responses to mental health treatment move to a more preventative, community-based approach (National Academy for Social Prescribing, nd) this is a potential partnership area we may see developing in the future (Macdonald and Kulakiewicz, 2021: 48).
Psychosocial and complex needs
Work being carried out in American public libraries includes training and partnerships with mental health professionals; mental health first aid training in libraries; and social care student placements. Large-scale programmes are mostly found in large, metropolitan libraries, as we would expect, but some innovative approaches have also been taken in suburban library services (Stringer, 2020).
In terms of research, Wahler et al. (2019) explored the role of the public library in supporting the ‘psychosocial needs’ of its users. They found that library staff were working with users with unmet psychosocial needs and saw it as the library’s responsibility to address them, through the sharing of information, offering referrals to community services and providing a safe space for users; they also expressed a desire for further training in this area. Senteio et al. (2021) explore similar themes but discuss them in relation to ‘complex information needs’, developing a guidance model for public library staff, and giving practical steps for staff to follow when interacting with users.
Others have focussed on users ‘in crisis’. Williams and Ogden (2021) investigated how public library staff support people in crisis, barriers that staff experience, and their perspectives on helping these users. Staff had a desire for better knowledge, were interested in mental health training, and often lacked confidence in their encounters with users in crisis. The desire for further training was found to be rooted in the empathetic and compassionate attitudes of staff and a wish to support users in crisis in meaningful ways. This points to a significant gap in the literature, which this paper aims to address, that research on librarians’ knowledge, attitudes and skill-building has predominantly focussed on the use of new technologies, with very few studies relating to mental illness and supporting different user needs. The literature presented here is that of a new body of work, currently being championed by a select group of library and social care professionals.
Though psychosocial needs are not yet widely explored in the British public library sector, they are increasingly discussed in relation to UK public health. One example was a report for Public Health England (Bell, 2017) which argued that understanding psychosocial pathways in public health can help to embed mental health and wellbeing into wider policy and advocate for the importance of collaborative public health action.
Impact of Covid-19 and the future of the public library
The Covid-19 pandemic further highlighted the importance of the public library sector in tackling loneliness and isolation. Following the uncertainty of the first lockdown in March 2020, it developed effective new strategies to support its users, and also seemed to gain a renewed sense of its essential role in social connection and support (Libraries Connected, 2020). Libraries Connected reported that 63% of people surveyed said that their library service had helped them to feel more connected to their community; and 64% of those who had used a library service during lockdown said that this had improved their wellbeing (p. 6).
Whilst much of the commentary focussed on the effective work of libraries, Peachey (2020) reports that staff found there were gaps in their ability to support local communities, due to barriers such as digital exclusion, finances, and visibility of the library offering during lockdown. The report notes that, ‘Covid-19 has not changed the strategic priorities of library services so much as sharpened their focus’, making staff ‘acutely aware of the levels of need and vulnerability in their communities’ (p. 37).
Responsibility of the public library
The UK literature offers various positive commentary and examples of library services aimed at improving community health and wellbeing and it is rare to encounter an author who offers a critique of the level of responsibility placed on libraries. With decreasing funding for the public library and the resulting attempts to position it as an adaptable and essential service provider, its changing role is widely praised and largely unquestioned. This may also be partly due to the importance placed upon helping those in need, compassionate service and social activism within the profession.
Public librarians typically require a postgraduate qualification and course programmes cover multiple library sectors; library assistants will usually be expected to demonstrate general customer service skills in job applications and interviews. Neither role is required, as standard, to demonstrate an understanding or interest in mental health or wellbeing, nor any knowledge of the social care support available for the local community. However, as noted, successive government reports have cited the library as an access point for help with welfare-related challenges. Mental health services providers face increasing pressure and cuts, with public library staff attempting to step up and informally support those who cannot access the services they need. Staff will have had ‘little or no training’ in this area and may even be overworked and experiencing mental health struggles of their own (Finch, 2019).
A recent study by Robinson et al. (2023) examined the experiences of public library staff during Covid-19. They highlighted several challenges encountered by staff, including concerns for both the physical and mental wellbeing of themselves and their library users. Staff also discussed the pressure felt when responding to changing needs and social issues with little training, plus the impact of reduced staffing and ongoing cuts. Karki et al. (2024) explored staff and user perceptions of the potential of the public library to promote public mental and physical health and wellbeing. The authors were largely positive about this changing role but their participants highlight potential barriers, including funding issues, lack of dedicated staff to promote wellbeing services and little staff training in this area.
Attempts to meet the complex and changing needs of users are laudable and help the sector advocate for its ongoing relevance. However, it is important to acknowledge the immensity of the expectation placed upon public library staff. Without additional funding, training and support, or updated library job roles and recruitment strategies, this expectation may be unreasonable and unsustainable.
Clearly the role of the public library is evolving, and services are continuing to adapt to a changing government strategy, key societal concerns and local community needs. The sector is largely embracing the provision of wider council support and community services in library branches, assisting communities in ways that reach far beyond traditional information requests, and yet many gaps in the research have been identified. Research is beginning to explore the full range of user needs encountered in public libraries, but studies are lacking in the UK, and within different types of library services. Service trends, such as the increasing use of the community hub model and the role of the library in alleviating social isolation, require further investigation. Important questions remain regarding how prepared local library services are for the public library’s increasing role in public health and supporting the psychosocial needs of its users; what perceptions public library staff have of their changing library work; and how confident staff feel in providing information and services for users with diverse needs.
Methodology
This research took an interpretivist constructivist approach to information and library studies. The study falls within an interpretivist paradigm, emphasising that social realities exist within social contexts and are shaped by the individual’s perception of reality (Pickard, 2013: 7), with the focus of this research being on the perceptions of public library staff.
A mixed-methods design was selected; data was gathered via an online survey and semi-structured interviews. The mixed-methods approach is often used in social studies research and is gaining prominence in information and library studies (Granikov et al., 2020); mixed methods research can provide a more complete picture (Bryman, 2016: 644–645), making it particularly well suited to emerging areas of research. This method was selected as an effective means of establishing a broad, larger-scale picture, through the quantitative data, as well as a detailed understanding of staff attitudes through rich, qualitative data (Williamson et al., 2002: 35).
There is a clear need to explore this research topic within different geographic locations and library contexts (Wahler et al., 2019, 2021). Though a full UK population study would have been insightful, a regional focus provided a more realistic scope for this project. The initial researcher’s place of employment was selected as the library service to approach for staff interviews. 1 It is a medium-sized library service in Southeast England, with 15 library branches, seven of which are community hubs. The predominantly urban service has locations in town centres, residential areas and some rural locations.
An online quantitative and qualitative survey questionnaire was developed, to be completed by public library staff working in Southeast England. Participants were asked 20 questions. Closed questions were designed to gather quantitative data around the different types and frequency/usage of services; training provided to staff; and scenarios, such as interactions with users in crisis. Open questions were designed to collect qualitative data from participants, and to enable the researcher to gain insights into staff perceptions and attitudes.
The chosen terminology of ‘psychosocial needs’ was defined and shared with participants at the start of the survey. However, established terminology was also used in the survey wording, to ensure that participants did not feel disengaged by unfamiliar language. The survey was designed using Jisc’s online survey builder and followed survey recommendations from Pickard (2013) around clarity, phrasing, bias and use of plain English (pp. 208–211).
Individual, semi-structured interviews were chosen as an appropriate approach, enabling the researcher to adapt the questions to suit the individual conversation (Bryman, 2016: 468) while also allowing for fluidity and nuance, particularly as staff attitudes and perceptions would likely take time to uncover. The flaws of this methodology were also considered, primarily the role of ‘interviewer effect’ (Williamson, 2002: 245) and ‘social desirability bias’ (Bryman, 2016: 217). However, it was decided that the strengths of this method, particularly when applied to a complex and contextual topic such as this (Williamson, 2002: 244), outweighed the negatives.
38 survey responses and 9 in-depth interviews of 45–60 minutes long were completed; a variety of quantitative and qualitative data was collected to help explore the research question and objectives. All qualitative data was coded using thematic analysis (Braun and Clarke, 2006).
Results
This section presents the results of the library staff survey, followed by those of the staff interviews. Shared themes across the data are then explored in the discussion of the findings.
Library staff survey
Survey participants remained fully anonymous and we must consider that multiple responders may work within the same library service. The quantitative data therefore cannot be used to assess frequency of services, training or experiences of staff, though it does provide a context of the different types of work and training received in this region. The qualitative survey data also reveals various staff perceptions, before exploring them in more depth through the qualitative interviews.
Survey participants’ job roles ranged from Library Assistants and Customer Services Assistants to Librarians, Branch Managers and Senior Managers; time in service ranged from two months to over 40 years. Thirty participants work in mostly urban library services (79%), six in inner city services (16%) and two in mostly rural services (5%); one participant did not answer this question. Eighteen of the participants, 48% of the total population, work in community hubs. As the survey cannot be generalised, due to its undefined sample, no attempts have been made to directly relate the responses to different variables such as participants’ time in service or job title.
Services and activities
The survey revealed a variety of public library services, which staff were aware of, and which can be understood as supporting the psychosocial or complex needs of users. Participants were asked to select the services and activities that their library service currently provides, from 24 options, listed below: Bibliotherapy scheme Book clubs/reading groups for socially excluded groups Bookstart scheme Conversation/friendship groups Dementia support groups Financial advice/support General book clubs/reading groups Healthy living advice Housing advice/support Job-seeking advice/support Legal advice/support Library Service policy on supporting those in crisis Library space for health services or health checks Mental health awareness days or activities Mental health first aider(s) Mindfulness/wellbeing talks or activities Other activities aimed at socially excluded groups Reading Well Books scheme Signposting to local government services/departments Signposting to national government services/departments Signposting to/brochures for other mental health or social services Support for or provision of self-help/support groups Support with government forms, such as Universal Credit Your library service is a member of a Safe Place scheme/provides a quiet room for customers in need
Each of the above services was selected by at least one survey participant. Participants were also given the option to share ‘other’ services in open text. Examples of additional services included social prescribing schemes and self-help initiatives to support independent living for adults.
Eight of the survey participants identified new service plans in development in their library service, including: initiatives to promote and support health literacy, wellbeing sessions for listening to music, family art workshops, a baby group targeting isolated parents, a daytime book group for women, activities during school holidays for children who receive free school meals and a quiet room for those in need. Participants also shared services that they would be interested in developing in the future. Examples included: targeted services for people experiencing homelessness and people with dementia, mental health support for young people and inclusive events for autistic people.
Training areas
Another grouping of questions focussed on staff training. Participants were asked if: they had received training in the listed areas; which training they would wish to receive; and which training would be of use to new library staff. A list of 23 training areas, listed below, were presented to the participants as well as an option to select ‘none of the above’ and an ‘other’ option which allowed them to elaborate.
Community-building and the library Dementia awareness Disability awareness Diversity training Emotional/psychological wellbeing Learning disability and autism awareness Mental health awareness/common mental health conditions Mental health first aid/crisis support Mental health support/service design and the public library Other bibliotherapy training Providing job-seeking support Public health training Reading Well scheme Safeguarding training Signposting to community services Signposting to local government services/departments Signposting to national government services/departments Social care training Supporting users with government forms, such as Universal Credit Working with children Working with older people Working with socially excluded groups Working with teenagers
All participants had received some form of training in this area. Safeguarding training was the most frequently selected (by 36 participants), which is unsurprising given national and local government drives to ensure that all staff have received training in this area. Other common training topics were: diversity training, dementia awareness, learning disability and autism awareness, and disability awareness.
Areas that staff most wished to receive further training in were those focussed on mental health support and services, as well as working with particular user groups. Training focussed on awareness of certain user groups and signposting were dominant in recommendations of training that would support new staff.
User interactions and scenarios
The next grouping of questions focussed on participants’ interactions with users in crisis and of signposting to social services. When asked how often they encountered people in crisis or who might require immediate mental health or social services, answers were varied (Figure 1). Interestingly, though 11 participants see users in crisis on a weekly basis and 7 every few months, participants indicated that signposting was not taking place as often as we might expect. 19 participants (50%) shared that they signpost to mental health or social services rarely and 5 not at all (Figure 2).
Frequency of encounters with users in crisis.
Frequency of signposting to mental health services or social services.
Staff assessments and judgements
A final grouping of questions asked participants to make assessments and judgements around this area of work. Participants were asked to rate their confidence supporting users in crisis on a scale. None of the participants chose the ‘very confident’ rating, with the majority selecting ‘somewhat confident’ (Figure 3). For the next question: ‘do you feel that you have adequate knowledge of the mental health and social services in your community?’ participants were able to choose from multiple answers (Figure 4). No participants chose ‘yes, this information is well-distributed to staff in my service’ but 23 participants (61%) selected ‘I have some knowledge but I would benefit from better circulation of this information’.
Staff confidence when supporting users in crisis.
Staff knowledge and information around local mental health services and social services.
Participants were asked if they thought that library staff receive adequate training and support to provide services that address the psychosocial needs of the public. 25 participants (66%) of the 38 answered no, with 6 (16%) saying yes and 7 (18%) not sure.
Qualitative survey data
The data from the open-ended survey questions was coded using NVivo software. These questions were:
• Having read the definition and examples of psychosocial support, what role do you think the public library plays in supporting the psychosocial needs of the public?
• If you do regularly support library users in crisis, what are the concerns or scenarios that frequently come up?
• What impact do you think that the Covid-19 pandemic has had on your work in this area?
• Participants were asked to elaborate on their answer to the closed question: Do you think that library staff receive adequate training and support to provide services that help to support the psychosocial needs of the public?
• Do you have any other thoughts or comments?
The responses to the open-ended questions were analysed using 20 codes (Table 1). Codes were selected based upon their frequency in the data, emphasis placed upon the topic by the participants, and relation to the research question.
Codes used for qualitative survey data.
The participants discussed several ways in which Covid-19 had impacted their work supporting the psychosocial needs of users. Recurring opinions were of an increased demand for and awareness of the public library’s role in supporting psychosocial needs. Two participants stated that they were encountering fewer users with extreme needs, though the majority raised concerns around increasing levels of need, particularly isolation and mental health of users. More generally, various complex needs were identified by the participants, with frequent reference made to loneliness & isolation and homelessness.
Existing training in this area is discussed by the participants predominantly as basic and introductory. The data reveals a shared opinion that further training is needed, especially that which has a focus on mental health support. Participants expressed varying perceptions around the role of the library in supporting psychosocial needs of users, with several describing: the impact of library events and opportunities for users to socialise and meet new people; the public library as a safe, welcoming space; and the public library as a key first point of contact for users with psychosocial needs, due to its position in the local community: Public libraries can and should play a large role in supporting psychosocial needs as often we are the first place a person may come for help and advice.
The data also reveals that staff perceive signposting as a key practical aspect of this work: As a face of the council and as information professionals, we are also best placed to signpost our residents to other council departments and external agencies for other psychosocial aid.
Several participants expressed concern over internal and external cuts to services, which impact the level of support that the public library can realistically provide; barriers to further training, such as time and budgets, were also raised by participants.
Library staff interviews
The interviews were transcribed using an approach that fell between naturalised and denaturalised techniques (da Silva Nascimento and Steinbruch, 2019). Coding was initially completed by hand, and then uploaded to NVivo for further rounds of coding, selecting codes which were more dominant in the data, using thematic analysis techniques, as outlined by Braun and Clarke (2006). Dominant themes are those which were discussed by many of the interviewees, had multiple references in the data, and were often a central discussion point; as well as being the topics which are in direct relation to the research question and aims. Table 2 presents the dominant themes, the number of interviewees that referenced them, and the number of times that the codes were referenced in the data overall.
Dominant themes in the interview data.
Dominant themes
Needs of users
A wide range of user needs were identified by the interviewees, with repeated discussion around the importance of understanding the local community’s demographics. Specific user groups that were frequently cited were people experiencing homelessness, older people, people experiencing poverty, disabled people and autistic people. Homelessness was coded separately as it was referenced 12 times by 8 of the interviewees. Several different scenarios of encountering people experiencing homelessness were described by the interviewees and there were noticeably varied perceptions across the data. Some discussed confidence and awareness of where to signpost people for support: Because of the involvement we’ve had with homeless people you do get a little book with contact numbers and things like that. That does help. If something happens, we can pass that to other staff and say ‘you do realise we’ve got this phone number. You can give them a ring and they will get in touch with this person.
Others spoke of their lack of confidence: In fact, there was a gent in here just last Monday who was homeless. He was trying to access housing services and he was just being bounced from pillar to post. I didn’t deal with him directly, but I don’t think I would have been very confident with it. So I’m quite glad that [Library Assistant] was here.
Similarly, one interviewee spoke of people experiencing homelessness visiting the library increasingly, while another expressed concern that regular users who were unhoused had not returned to the libraries since the pandemic.
When discussing scenarios and interactions with users with psychosocial needs, the interviewees frequently referenced challenging and confrontational customers, with 16 references from 7 of the interviewees: We have had some pretty nasty people in here that I know have upset some members of staff. But it’s just part and parcel of the job.
The interviewees highlighted the emotional toll that challenging interactions can have, the need for support following these interactions, and a desire for training to help staff better prepare to work with challenging or confrontational users.
Various complex needs were raised by the interviewees, including: housing, finance, mental health and job-seeking. The need for digital support and access to e-government was coded individually, as it was referenced 21 times by 4 interviewees. There was broad agreement that digital, e-government support was a key need of users, and also one which takes up a significant amount of staff time: But this is the problem now, because everything is online. And [users] haven’t got the digital skills. They haven’t got the know-how, or the internet access. And this is imploding now on staff time.
The role of the public library in supporting psychosocial needs
All the interviewees were of the opinion that the public library has an important role to play in supporting the psychosocial needs of the public. Library groups, events and activities were seen as a crucial aspect of the public library’s role, as they provide education, a safe meeting place and social opportunities for users with psychosocial needs: First of all, it’s a social interaction. It’s also an enhanced provision of the library service, where the library provides a safe space for these groups and acts as a social space. But it’s also, in a way, an educational space. Because these groups are not just for social purposes. For Baby Bounce, for example, it’s the development educational remit. For Knit & Natter it’s tackling isolation and social issues. And also it allows us to see whether we can support this group by providing some online resources or maybe some books.
Four interviewees discussed the ethos and commitments of the public library in relation to its role in supporting users. Key terms used were: equality, accessibility and neutrality. Five of the interviewees discussed the role of the public library in providing a welcoming, free, and safe space for all users, including those with complex or psychosocial needs. Language was often emotive when discussing this theme, the public library was variously described as a ‘sanctuary of the lost souls’ and as a space that makes people feel ‘wanted’ and ‘at home’.
Staff responses to users with psychosocial needs
The data revealed several different staff responses, both practical approaches and wider attitudes, to their work in this area. Most common was the understanding that users with different psychosocial needs will encounter varying standards of service and confidence from different staff across the library service: It’s really whose face you get behind the counter on the day you come in, [which] is going to dictate your experience.
Interviewees shared general perceptions and specific examples of times when they had felt confident meeting diverse user needs. However, greater reference was made to feeling unprepared when working with users with psychosocial needs. The data shows that this is predominantly due to: lack of training, limited understanding of specific user types or needs, and general feelings of uncertainty around this work: When you do encounter [people with complex needs] you haven’t got the faintest idea of what to do with them, and that creates frustration. But also you just feel like a failure. That you want to help and you don’t know how.
However, many practical responses to working with users with psychosocial needs were highlighted by the interviewees, such as: using their initiative to find answers to complex enquiries; adapting their approach to suit different user needs; supporting other staff members with their enquiries; providing companionship and having conversations with library users in need; and attempting to identify hidden user needs.
Skills, knowledge and training
Perceived gaps in training and a desire for further training to help staff support users with psychosocial needs were present in data from all interviews, particularly emphasising the need for further training on mental health: I’ve had training in things like deaf awareness and physical disability. But we’ve had no training in mental health issues. I think it’s such a major problem now that we should. I think it’s probably time we did have an update on the aspects of mental health and the services that are out there. Because it’s changing all the time.
Disability and dementia awareness were also cited as areas where further training was desired. Many interviewees expressed frustration at a lack of relevant training around psychosocial user needs, and some criticised a general overreliance on ‘on the job learning’. There was a broad awareness of the practical barriers to training, such as time, budgets, staffing and the impact of the library closures required to accommodate face-to-face training.
Interviewees discussed the skills and traits that are now required of public library staff: flexibility, IT skills and a broad knowledge base being referenced widely. There was a consensus that strong people skills, empathy and customer care are essential for modern library staff – these skills and traits were coded separately as they were referenced widely (24 times, across all 9 interviews). Interviewees gave examples of interactions with different types of users which suggested their empathy and compassion, as well as directly stating these as core traits that are needed by library staff.
I think you definitely have to be a people person. You need to be able to talk to people, unfortunately you can’t be shy. You have to be much more upfront. You have to be able to go out and talk to people much more than we used to . . . You have to be compassionate. I think that you have to actually care. If you don’t care about other people, if you’re not prepared to help people, deal with their issues and go that bit further, then there’s no point in doing the job.
Signposting users with psychosocial needs
Skills, knowledge and training in relation to signposting were explored as a separate theme due to their frequency in the data. Interviewees gave examples when they had supported the psychosocial needs of users by signposting to other services. However, they also expressed challenges in ‘knowing where to go’ to get help for users and general uncertainty around signposting. There was a common perception that signposting is an important aspect of supporting the psychosocial needs of users and the majority expressed a desire to provide more effective signposting, with the help of dedicated training in this area. One interviewee explained: It’s a fine line between knowing where to signpost someone and what you can deal with in house. And I think that needs training. That needs guidance for us.
Mental health support in the public library
The information and social needs of users with both minor and major mental health needs were often referred to. Interviewees discussed a range of practical responses that library staff can make to these users, such as: directing them to sources of information in the library or to online resources, signposting to mental health organisations, and promotion of library groups that might assist users. The importance of conversation and companionship was widely referenced: I think we provide as much as we can but sometimes just being able to listen to the customer is what that customer needs.
The data also shows an awareness of wider mental health concerns in society: Although we’re supposed to be much more open now about mental health . . . I still think it’s worse now because there’s less money. And because people became affected more because of Covid. I know that from a personal level.
Some interviewees discussed personal experiences with mental illness (their own, or that of their loved ones). Again, mental health was a commonly cited area, indicating a desire to help, as well as uncertainty on how best to respond to users, and an enthusiasm for further training in this area.
I think a fair percentage of the people that come in here do have some mental health issues of some description or another. Some more so than others. And we just have to work out a way of dealing with these people.
Discussion around the Reading Well scheme was varied – some had knowledge of the scheme but had not seen it being widely used, whilst others spoke of its importance and wide use: We did two [Reading Well] displays. We did an adult and teen, and children’s display. The children’s [books] were about all sorts of mental health issues and illnesses, and they just went out . . . So there is a need for well-written books. Something that you don’t draw attention to, necessarily, but something that is clearly, obviously available, that people can pick up on their own.
The importance of discretion and anonymity in this area was referenced by several interviewees, including in terms of how the collection is presented: But it’s that whole thing of would you be seen going to that collection? I mean especially in a large library, it’s easier to have that anonymity. But somewhere like a branch, you’re walking along and there’s your neighbour.
Bibliotherapy was not a term used by most of the interviewees. However, they discussed the general benefits of reading with enthusiasm. They spoke of reading and wellbeing in relation to escapism, relaxation, developing empathy and reducing feelings of loneliness, and they shared positive anecdotal evidence and experiences.
Interviewees discussed loneliness and isolation extensively. The common perception was that the library plays a key role in supporting members of the community experiencing loneliness and isolation, and that this can be done by providing: a welcoming space for all, conversation and companionship of library staff, and the chance to meet new people through library activities, events and social groups. There was a shared concern and suggestion of compassion for known users who are experiencing loneliness and isolation. Many library users are perceived as: . . .elderly people who need to reach out and perhaps they come see us once a week and they just don’t see anyone else for the whole week. So it’s like a touch base and have a chat with them, and see how they’re getting on. . . .isolated in such a way that they’re maybe not seeing people from day to day. And just having that few minutes’ chat is better for them. You can tell at the end of the conversation, by their voice and everything. It does lift them up, and lift them out of themselves. It’s knowing that there’s somebody there that cares.
Another area discussed was the role that the public library plays in relation to maternal mental health, in particular the perceived impact of baby and toddler groups: For young Mums, a big part of their role is in isolation. The library plays a big part in that because obviously we provide a free service. Lots of these Mum & Baby groups cost a lot of money. And we try to make it as easy as possible. We have very few rules. We try not to put too many barriers in the way . . . The important bit is them sitting there talking to each other, making friends, socialising.
Outreach, partnerships and external support
Interviewees expressed a desire for improved outreach and partnership work to help them better support the psychosocial needs of library users – ‘to reach out and work with the different departments within the Council or partner organisations’ who might help the library ‘connect with these individuals who are hard to reach’. Three interviewees expressed concerns regarding cuts to other services which would have previously supported the psychosocial needs of the public, and the subsequent impact on public library services: While [the public library] has always been an open port of call for everyone, the level of need has changed. Because the other places where people get more specialist support, we don’t have them to refer to now. Previously, it was the same situation, except we already had that support network out there of the more specialised organisations and physical buildings where people could call in.
The impact of services which have not resumed in the way they existed before Covid was also raised: The main one that impacts us is [Frontline Council Building], where [users] have to phone up to make an appointment if they want to go there. And they can be on the free-phone that we put them on in the libraries for over an hour, trying to get through . . . I think that if everything opened up properly, it would be easier for us.
Impact of Covid-19 on the public library
The impact of Covid-19 on the work of library staff was discussed, as well as the effect on user needs. For three of the interviewees, the pandemic highlighted the diverse work of the public library: I don’t think anybody ever realised what we do. The amount of customers that, when things started to come back to normal, couldn’t believe what we’d been doing, how we did it, how we supported many areas. So I think it’s woken up the public to see what your public libraries can do.
Interviewees expressed worries over loss of different users due to Covid-19, whilst eight of the interviewees discussed the impact of Covid-19 on the mental health of the public and feelings of isolation. For some, these issues were more significant at the height of the pandemic, while others expressed a concern over the ongoing impact on the mental health of users: And actually [the impact of Covid-19] is even more reason that we need to be quite responsive to what’s in front of us. We don’t know what’s gone on with [library users]. We don’t know where they’ve been in the last couple of years and what their experience has been. If it’s anything like the workplace, we’ve got lots of people off with long term stress. And that’s going to be replicated in the community.
Secondary themes
Several insightful secondary themes were revealed in the data (Table 3), some related directly to the research question, and others were unexpected but of importance to the interviewees.
Secondary themes in the interview data.
Interviewees described how the community hub model has changed their work and the types of user enquiries that they encounter. Some shared the impact that this model had upon user expectations of the Service: The very fact that we have ‘Council’ above our head, in the Hubs, plays quite a big part of ‘you’re going to solve everything, you’re the Council’.
The majority of the interviewees cited ‘council work’ as one of the most challenging aspects of their role, particularly in relation to the complexity of the work, time needed to solve enquiries, and lack of training. Four interviewees spoke of the increased focus on non-traditional library work, including providing recycling bags, selling parking vouchers and supporting users with various council applications, taking time away from their more traditional tasks. General challenges to modern public library work were also referred to often, including budget cuts, time, reduced stock and staffing.
Four interviewees referenced management and recruitment in relation to their work supporting library users with complex needs. They discussed the perceived need for managers to encourage forward-thinking and new approaches. Others spoke of flaws and challenges in recruiting staff suited to the changing nature of library work: I think we have a massive problem with our recruitment, still. That we still have people applying for library jobs because working in a library will be nice and quiet, and clean. And they don’t really understand that we are like any other public space, with all of the challenges that that has.
A related theme emerging from the data was the image and promotion of the library. Interviewees spoke of the lack of awareness of both users and non-users of the full range of library services and support available to them, as well as dated ideas of the library as a ‘quiet’, ‘boring’ place, and one only for users of certain backgrounds.
I think some people still think of libraries, including the public, in the sort of old style – ‘be quiet’, nice people who read use them. But that isn’t really true anymore. I think nationally they need to sort of change the view of libraries. It’s not just here.
As evidenced in the data, there are a variety of services and support taking place in Southeast public library services which may be addressing psychosocial user needs, as well as a range of responses that staff have to these users. There are different perceptions around the role of the public library and the ways in which it can provide for users, with a consensus that this work does fall within the remit of the library and its wider ethos of helping the local community. Staff have varying levels of confidence in their work with users with complex, psychosocial needs and, across both datasets, there is a clear desire for further training in supporting users with psychosocial needs.
Discussion of the findings
This study has explored how prepared UK public library services are to support the psychosocial needs of their users, with a focus on staff perceptions and training. The types of services and activities currently taking place, and relevant training that is provided at present within public libraries in Southeast England were identified through an online survey; staff attitudes to their work in this area were also explored through the survey research. The survey was supported by in-depth, semi-structured interviews with the staff of one library service, to gain a stronger understanding of staff attitudes around this work.
Psychosocial user needs encountered in the public library
Many of the key themes emergent from the data are what we would have expected, in the context of existing research. All dominant psychosocial needs raised in the research of Provence et al. (2020), for example – ‘financial, mental health, housing, substance abuse, medical, or employment’ (p. 244) – were identified by the participants of this study. Participants frequently highlighted the needs of users experiencing homelessness, users experiencing isolation and loneliness, as well as those with financial concerns and mental health needs. The focus on people experiencing homeslessness is again reflective of the extensive international literature which can be found on this group’s interactions with information services (Dowdell and Liew, 2019; Giesler, 2019; Muggleton and Ruthven, 2012; Pressley, 2017; Provence, 2018; Richter et al., 2019). As in Wahler et al.’s (2022) study, digital needs were raised by the participants (though less so in the survey), with the impact of e-government on working with users with psychosocial needs and the increased frequency with which staff are supporting users to complete online forms and applications both being discussed. Staff also presented various scenarios with difficult and confrontational users, and the challenges that these encounters bring to their work.
Staff perceptions of their role in supporting psychosocial needs
Participants presented various attitudes towards their role in supporting the psychosocial needs of users, though they commonly expressed a strong belief that responsibility for this support lies within the public library service; this aligns with existing research, for example Wahler et al. (2019). Some concerns were raised that the expectations placed on the public library might be unrealistic, though none expressed the opinion that library staff have no responsibility to support the psychosocial needs of users.
Participants emphasised the public library’s role in providing a warm and welcoming space, even a ‘sanctuary for users’, echoing Brewster (2014) on the library as a therapeutic space. Library groups, activities and events are seen by staff as an essential part of their work supporting psychosocial user needs. A range of services and activities were identified in the data, and the benefits of library activities and groups were widely discussed, with participants describing them as creating opportunities for socialising and education, as well as generally improving user wellbeing.
Opinions around the impact and practical delivery of the Reading Well scheme were also varied. Brewster (2018) has commented that much of the early weaknesses of the scheme raised in the earlier literature had been improved over time (p. 13), however we might argue that staff understanding still needs to be addressed; it would be worth further study into the current use of the scheme. We might also question whether terms such as bibliotherapy could even serve to alienate staff from a practice they may well be undertaking on a regular basis by recommending books to users to address specific needs. The term was not popular with participants in this study, which presented a slight disconnect from the extensive literature on the topic. In contrast, the participants ardently supported the general benefits of reading. Staff perceptions and the language used when describing the well-being benefits of reading reflect the widely cited work of Usherwood and Toyne (2002), which outlined the psychological benefits of reading as escapism and relaxation, as well as improved literacy.
Staff responses to users with psychosocial needs
Staff shared several practical responses to encountering users with psychosocial needs, as found by Wahler et al. (2019). Participants utilise traditional library skills to seek information for users in need and the concept of signposting was dominant across the data. Some participants had received training and/or felt confident signposting users with non-traditional library enquiries, but others felt uncertainty and frustration; there is a desire to signpost users more effectively, alongside a perception that staff need further training and greater awareness of external services that might help their users. As Senteio et al. (2021) note, much of meeting complex needs in the public library is achieved through external sources of information, though staff knowledge of external information is varied. With staff wishing to provide more effective signposting for users with psychosocial needs and questioning their own or the capabilities of their colleagues, there are strong implications here for public library management and training teams.
As established in previous research, people skills (Williams and Ogden, 2021) and empathy (Senteio et al., 2021) are perceived as essential traits in supporting the psychosocial needs of users, and for working effectively in the modern public library generally. Indeed, when it came to empathy with those users experiencing mental illness, several interviewees discussed how their personal experiences with mental illness (either their own or that of loved ones) had improved their understanding of users. This raises questions around mental health, empathy and working in the public sector, as well as the potential positive effects of conducting a research interview with known interviewees, who were open and forthcoming in their responses. As Birdi et al. (2008) have argued, there may be some interesting links here between public librarianship and professional empathy which are worthy of further study.
Staff have varying levels of confidence in supporting psychosocial needs
Both the survey and interview data reveal that many staff feel a lack of confidence responding to users with complex needs, particularly those with mental illnesses, those in crisis and those seen as ‘challenging customers’. The findings of this British study are consistent with that in the US. Williams and Ogden (2021) found that staff often lacked confidence responding to users in crisis, due to a lack of training and uncertainty on how to approach issues. Indeed, participants spoke of uncertainty around how to approach the task, the challenge of uncovering the hidden needs of users, their lack of knowledge and training on working with some types of users, and concerns over making a situation worse. Westbrook (2015) also found that library staff experienced challenges when attempting to meet complex information needs, as the work was often seen as falling outside of their expertise and comfort zones.
Staff have a clear desire for further training in this area
The data shows a variety of training taking place to support public library staff in their response to the psychosocial needs of users. However, there is a strong desire for further training. The overriding perception revealed is a drive amongst staff to support users with psychosocial needs, but with a better-informed approach. Areas where staff wish for more training are: mental health, working with socially excluded groups, disability awareness and dementia awareness. There is also a need for training to be more closely targeted to the public library setting. Participants’ motivation appears linked to their commitment to helping library users. Williams and Ogden (2021) found that the desire for training in this area is often rooted in empathy, compassion and a wish to help. Participants spoke of skills gaps which had developed as a result of the changing demographics of those using the library, and the increasing amount of community support being expected in the public library. Research has noted staff reluctance to help certain users, specifically due to a lack of training (Westbrook, 2015). This was not a common attitude found amongst participants in this study, although they did speak of the perceived reluctance of their colleagues.
In addition to locally provided or ad hoc training, there is the potential for public library support for psychosocial needs to be addressed through the curricula of library schools and related educational providers in the UK. At the time of writing, this is most clearly evidenced through teaching emphasis within courses, and the research preferences of staff and research students. It is also evidenced through dissertation projects such as the one presented here, which result from current, ‘grass roots’, work-based experience. Additionally, the UK accrediting body for library and information studies Learning Providers (CILIP: the library and information association) is currently reviewing its accreditation standards, and the quality assurance body for higher education in the UK, the QAA is reviewing its relevant subject benchmark statement for Librarianship. It is possible these will reflect growing trends in the understanding and support of diversity and neurodiversity including psychosocial needs.
The impact of Covid-19 on supporting psychosocial needs in the public library
Staff perceptions around the impact of Covid-19 on users with psychosocial needs echo what has been found in the existing literature. During the pandemic, staff were unsurprisingly concerned about the mental health of their users, particularly those who had previously relied on the public library to meet social needs, to access the internet, and to provide a free, warm and safe space for them to go. Public library staff witnessed how ‘closures, limited hours, and cancelled programming contributed to the limited social activities, feelings of isolation, and decreased mental health experienced by many patrons who previously used the library for community engagement, enrichment, and social activities’ (Wahler et al., 2022: 61). Some participants believed that the worst of these effects had passed, though the majority worried about the ongoing mental health and isolation of their local communities, and what this will mean for the public library in a post-Covid environment.
Participants felt that the pandemic had further highlighted the role of the public library in supporting psychosocial needs. In fact, Covid-19 seems not to have significantly altered the strategies of library services but rather to reignite staff focus, by making them more highly aware of the vulnerability in their local communities (Peachey, 2020: 37). The participants also shared an ongoing concern around community service providers and local government services which are not working in the same capacity as before Covid-19. Such cuts may continue to impact upon the public library, as its staff are increasingly faced with users in the greatest need.
Whilst public libraries cannot be expected to be a substitute for highly trained, and specialised frontline health services, the fact remains that as possibly the only nationally available, free-at-point of use, freely accessible institution for all citizens, they may default to a space for those in need of support. As recent research has identified, the experiences of lockdown in 2020–2022 highlighted the valued ‘third space’ of the library, and sense of community found there, as crucial not only to accessing information but also to sense of belonging and mental wellbeing (Reid and Mesjar, 2023; Robinson et al., 2023).
Limitations
These findings cannot be generalised, due to the undefined population and sample used. However, the findings may still be of relevance in other public library settings and geographical regions. Furthermore, we cannot attempt to present any causal relationships between the factors explored in the survey questionnaire, nor to quantify the most common training examples, user needs or how regularly staff interactions with those with psychosocial needs are taking place – though further study into these factors, in a UK public library setting, would provide useful insights.
Recommendations for further research
It is recommended that similar studies are repeated in different UK regions and library settings in order to continue to better understand this changing role of the public library. It would be interesting to both replicate this research in an environment where the interviewer is not known by the participants, as well as to explore this topic in a rural library service. Further studies exploring areas such as changing public library user needs and demographics, staff perceptions around their work in supporting these changing user needs, and the training that is provided to them in this area, would all be of great use to this growing body of research. It would be useful to see if further UK research continues to reflect the key themes identified in the US literature, as well as to explore whether staff confidence may be greater in particular regions, where psychosocial services may have been embraced more or less strongly. A UK-wide study could take a more quantitative approach to understanding the specific services focussing on psychosocial needs offered across different library authorities, something which was outside of the scope of the present study.
The need for targeted public library training around different user needs is clear from the findings of this study, as well those explored in the literature review. The ongoing delivery and subsequent evaluations of psychosocial support training would therefore be highly useful for those wishing to develop such programmes. There may be a potential new area of study to be explored focussing upon the perceptions of new public library staff and the recruitment processes of library staff, as this was an interesting and unexpected theme which was uncovered in the interview analysis.
The findings of this research echo what has been found in the emerging US literature (Provence et al., 2020; Senteio et al., 2021; Wahler et al., 2019, 2021, 2022; Williams and Ogden, 2021), and may also be suggestive of wider international trends in the public library - but further research will be needed. The results also reflect the findings of national reports and the advocacy of industry groups such as The Reading Agency and Libraries Connected, which present the role of the library in areas such as mental health and wellbeing.
However, it is not enough for library stakeholders to advocate for the role that the public library can play in supporting the mental, emotional, and social needs of its users, without ensuring that its staff are prepared to respond to these needs, as a result of targeted, public library training. This paper has focussed on staff perceptions around this work but important questions still remain as to how much responsibility can and should be placed on the public library to attempt to support such complex needs – and needs which may have previously been supported by other institutions. The national reports on this topic are ambitious but if the expectations placed on the public library are to continue to grow, then more funding and research, as well as staff training, in this area will be essential.
Footnotes
Declaration of conflicting interests
The author(s) declared no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.
Funding
The author(s) received no financial support for the research, authorship, and/or publication of this article.
