Talk delivered by Dr Jenny Peachey, Senior Policy and Development Officer, Carnegie UK Trust

1. Public libraries: their vital
role during and after the
crisis
Dr Jenny Peachey
Senior Policy and Development Officer

2. o UK-wide public poll (2196
adults)
o UK-wide staff survey (1196
responses)
o UK-wide heads of service
interviews (22)
“Making a Difference”
o Role in supporting individuals and
communities during lockdown
o Barriers faced
o Role in supporting the recovery
from the COVID-19 pandemic
o What it would take to unleash the
full potential of library services
Thank you!

3. HEADLINE FINDINGS: UK
SERVICES
Digital offers
o Access to e-books, e-audio books, e-
magazines&e-comics, e-reference and
other resources
o Rhyme and story times for babies and
toddlers
“Physical” offers
o Calls to members
o Calls to over 70s
o Non-contact home delivery
Target audience
o Families with young children
o Older people
Buildings
o Closed…but:
o Hubs
o Access to IT
o Storage

4. HEADLINE FINDINGS: UK
USE
12 months prior to lockdown
o Just over 1 in 2 people used the public library service (52%)
o Almost 1 in 4 used the public library service frequently (23%)
During lockdown
o 3 in 10 people used the public library service (29%)
Predictors
o Ethnic minority
o Aged 18-34
o Have children
o ABC1
o Working

5. HEADLINE FINDINGS: UK
SERVICES
Used e-resources 32%
Viewed or took part in an online activity 39%
Contacted for information or support 21%
Engaged with ‘physical’ service 30%

6. KEY MESSAGE 1

7. KEY MESSAGE 1:
Impact of engaging with library service

8. KEY MESSAGE 2

9. KEY MESSAGE 2
Customer service skills

10. KEY MESSAGE 2

11. KEY MESSAGE 2
Learning and support skills

12. KEY MESSAGE 2
Knowledge management skills

13. KEY MESSAGE 2

14. KEY MESSAGE 3

15. KEY MESSAGE 3
o Limitation of digital
o ‘External’ factors
o Internal factors

16. KEY MESSAGE 3
Limitations of digital
o Reach
o Access to physical resources
o Quality interaction
o Structured interactions
o Unstructured interactions

17. KEY MESSAGE 3
‘External’ factors
o Finances
o Differing attitudes to risk within a local authority
o Extent of understanding within a local authority of what the library
service does and how it can contribute
o Extent to which the library service has a voice in local authority
structures

18. KEY MESSAGE 3
Internal factors
o Consistency and visibility of the library offer during
lockdown
o Organisational culture
o Partnerships
o Effective communication and engagement with the
public
o Digital skills
o Preparedness and contingency planning

19. KEY MESSAGE 3
Organisational culture

20. KEY MESSAGE 3
Digital and ICT skills

21. KEY MESSAGE 4

22. KEY MESSAGE 4
Where public library services can play a vital
role

24. ACTION AREAS

25. THANK YOU
Dr Jenny Peachey
jennyp@carnegieuk.org
@jenny_peachey
https://www.carnegieuktrust.org.uk/