Survey of library and information professionals getting their views about what makes service users trust them to provide reliable information.

1. Trusted
professionals
Survey of library and information
professionals

2. Finding information you can trust
In January 2018 we carried out a poll with YouGov about finding
trustworthy information. Two thousand adults in Great Britain
completed the poll and agreed that:
It’s harder than ever to find information you can trust.
They trust information more when it’s from a professional.
It’s important to educate people how to find trustworthy information.
66%
84%
90%

3. Most trustworthy professions
YouGov asked which professions the public would expect to provide
trustworthy information and librarians were in the top five.

4. What makes us trusted
We then ran a survey of library and information
professionals and asked what they thinks makes
them trusted.
• My behaviour and skills and knowledge were
seen as the two most likely factors that
encourage users to trust them to provide
reliable information.
• Reading professional news and books, and
networking online and at events are the most
frequent Continuing Professional
Development activities. 61% read news and
books, and 34% network every week or every
few days.
• Mentoring is the least common CPD activity
with 48% saying they are never mentored
and 42% that they never mentor others.
• 99% agreed that it is extremely or very
important that users trust them to provide
reliable information.
• 90% agreed it is extremely or very important
to evidence and demonstrate their
trustworthiness.

5. Survey results in detail

6. To what extent do you agree the following encourages a
service user trust you to provide reliable information?
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
My job title
My qualifications
My code of ethics
My commitment to the public good
My experience
My skills and knowledge
My behaviour
Disagree Mostly disagree Neither agree nor disagree Mostly agree Agree
The survey was carried out online in January and February 2018. 112 people responded to this question and 126
people in total completed the survey.

7. Is there anything else that makes a service user trust you
to provide reliable information?
Summary of responses to this open-ended question.
The survey was carried out online in January and February 2018. 53 people responded to this question and the
responses have been summarised for this presentation. 126 people in total completed the survey.
Behaviour
•Positive attitude
•Being friendly,
approachable and
welcoming
•Confidence
•Providing clear
communications
Services
•Consistent
services
•Providing neutral
and unbiased
information
•Good customer
service
•Quality of
resources
•Independence
from commercial
interests
Knowledge
•Expert in
information
sources
•Clear methods
and reasons for
selecting
information
•Knowing and
following policies
such as data
protection
Reputation
•Previous
experiences of
staff, organisation
and services
•Trust in libraries
•Relationships
built over time
•Referrals from
third parties

8. How often do you do the following Continuous
Professional Development activities?
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Read professional news and books
Network online and at events
Mentoring others
Read practical ‘how to’ guides
Map your skills and identify areas for development
Watch practical ‘how to’ videos
Take part in online courses, webinars and tutorials
Being mentored
Attend training, events and conferences
Every few days Once a week Once a month Once every few months
Once a year Less than once a year Never
The survey was carried out online in January and February 2018. 102 people responded to this question and 126
people completed the survey

9. Are there any other Continuing Professional
Development activities you take part in?
Summary of responses to this open-ended question.
The survey was carried out online in January and February 2018. 39 people responded to this question and the
responses have been summarised for this presentation. 126 people in total completed the survey.
Events
• Knowledge
cafes
• TeachMeets
• Visiting
libraries
• Presenting
Networks
• CILIP Member
Networks
• Shadowing
other
professionals
• Information
discussions
with
colleagues
Learning
• Coaching
• Teaching
• Informal
learning
• University
course
Publishing
• Writing
• Blogging
• General
reading
• Listening to
podcasts

10. Develop and demonstrate
your skills and knowledge
as a trusted professional
with CILIP.
Every member also signs up
to our code of ethics.
Standard membership
starts at just £100 a year
and you can spread this
over monthly instalments.
Be part of your profession
join today.