When Strength = Weakness
Over the past three months we have conducted several surveys of library users for Victorian library clients. These have included coverage of user feedback during COVID Lockdowns 5 (July 2021) and 6 (August 2021 and counting). While most library users have been thrilled with the service that libraries have provided during these challenging times, and have expressed their heartfelt admiration and thanks for all that public libraries have done to keep them occupied during lockdown, there is a sting in the tail. And it’s going to hurt.
To be honest, the positive feedback is unsurprising. Anyone who is close to public libraries knows that they: i) are focused on serving their local library users, many of whom they know personally; and ii) have proven themselves over many years to be flexible and adaptive to evolving circumstances. So the changes libraries made to support user access to services and their health and safety during the pandemic have been very much appreciated. Click and collect, home delivery services, online programming, changes to library layout, cleaning of books, waiving of overdue fines, wellbeing checks and so on have all helped to create an environment where people can safely access library collections and services. The surveys bear this out.
“Home delivery service was a life saver!!“
“During this COVID period books have been the MAIN thing that’s really kept me sane! It’s kept my kids occupied and entertained in a good way.”
“Loved the curated pack and delivery service of books during lockdown. The books were always matched perfectly to my kids’ ages/preferences and introduced them to books they wouldn’t necessarily choose themselves, but ended up enjoying.”
“Used Borrowbox a lot more.”
“We miss the ‘in person’ Story Time, but we appreciate the availability of online sessions.”
“I liked the way fines were removed because of our inability to drop books at the library.”
“I really appreciated the library sending books home during COVID. It helped me calm down after long (days at) work, having a positive effect on my and my children’s mental health.”
However, the survey feedback indicates a significant challenge for libraries in returning to ‘normal’ service when the community is free from COVID disruptions. They will have to address:
fear that library books and other physical items are not clean and may transmit the virus
fear that library facilities are not adequately cleaned and pose a transmission risk
fear that seating arrangements and traffic flows into, within and out of the library do not maintain social distancing
fear that the number and diversity of people in the library poses too much of a risk to safe attendance
how to communicate with and encourage people who have stopped being library users to return to the library (let alone trying to attract new users).
“I’m less likely to leave the house now.”
“COVID has changed me to feel scared to be in the closed space.”
“High traffic of public movement make it more vulnerable to become an exposure site.”
“Don't go nearly as much. It’s too big with too many people.”
“COVID has deterred me from coming into the library, even to the point where online services didn't interest me.”
“Because the Delta variant is so infectious l do not like to spend much time in the library. I place holds on items, collect them when ready.”
“Before COVID I used to visit the library at least once a week just to have a look at the books and sit and read there. But now the restrictions on people in the library and being met at the front by people who take down your details before you can enter makes it unwelcoming.”
“I haven’t been to the library recently. I’m a bit reluctant to borrow physical books because of COVID/worrying about catching COVID from books. It sounds silly I know.”
Use of the term ’fear’ is not an exaggeration. It reflects the high level of concern felt by many survey respondents. Whether those fears are justified or not is irrelevant – the concerns are real and deep-rooted. Consequently, libraries will need to work toward a situation that not only meets minimum health policy or regulatory requirements, but also takes account of the higher level of expectations that community members have about what constitutes a COVID-safe environment.
Unfortunately, what has been one of the strengths of a successful public library is now likely to be one of its greatest weaknesses in a post-COVID world.
A public library being a melting pot that mirrors the diversity of our community – where people of all ages, backgrounds, circumstances, interests and locations come together in a single place – has long been a source of pride for librarians and the community. And yet, this is now the exact scenario that health officials are trying to avoid to limit the spread of the virus. And it is a scenario that will cause people to choose to stay away from libraries – potentially the people who stand to benefit most from accessing library services, collections and connections.
When the library doors re-open there will be people rushing in to savour the space. But for how long will there also be people who walk right past, afraid of what might be inside?