Biddy Casselden

The challenges facing public libraries in the Big Society: The role of volunteers, and the issues that surround their use in England

The use of volunteers in English public libraries is nothing new, however their use is becoming ever greater and one may argue that we are increasingly seeing a mixed economy of public library provision, in the wider arena of the Big Society. This paper presents the findings of a Delphi Study of 15 library managers undertaken as part of a Professional Doctorate exploring the challenges facing public libraries in England today, particularly focusing on volunteer use. An overview of relevant supporting literature is provided to help contextualize the research, particularly focusing on concepts such as the political background surrounding policy development, community engagement, the Big Society, and volunteering. Explanation of how the Delphi Study was conducted is given, together with a discussion of the key findings. Results show that opinions of library managers cover a broad spectrum. Although volunteer use is generally viewed by the respondents as a good thing, with potential to further enhance a service and aid community engagement, there are also a number of concerns. These concerns particularly relate to the idea of the volunteer as a replacement to paid staff rather than an enhancement to the service. Other key concerns relate to the quality of service provision, the rationale behind volunteer use, and the capacity of communities to deliver. Volunteer use in public libraries on this scale is a new phenomenon, and the longevity of such a development is largely unknown. This raises the question as to whether this is simply a large scale ideological experiment, or a move to even greater community engagement?

An evaluation of a Books on Prescription scheme in a UK public library authority

This article discusses an evaluation of a Books on Prescription (BOP) scheme in a UK public library authority. The research was carried out by Rebecca Furness and submitted as a dissertation for the MSc Information and Library Management to Northumbria University. The dissertation was supervised by Biddy Casselden at Northumbria University and was awarded a distinction. The dissertation identified areas for development for BOP schemes and made specific recommendations that could make the schemes more accessible, enabling significant numbers of people to lead more fulfilling lives. Because this study focuses on mental health and the role that UK public libraries have in supporting well-being, it is a good illustration of the wide-ranging nature of subjects welcomed for the Dissertations into practice feature.

Design of educational systems for work based learning (WBL): the learner experience

Purpose – Information and communication technologies have transformed higher education providing e‐mechanisms to support the delivery of content, communication and interaction. One example is the widespread adoption of virtual learning environments (VLEs) by higher education institutions to provide a key interface among learners, the content and tutors. The aim of this paper is to explore the effectiveness of the design of educational systems for work based learning (WBL) from the learners perspective. The study includes consideration of the use of technology to support the work based learning process for the learner.Design/methodology/approach – Case studies from four postgraduate programmes and one undergraduate programme within the School of Computing, Engineering and Information Sciences (CEIS) at Northumbria University are presented. Key results from a survey of students on these programmes are discussed.Findings – The results demonstrate that there are different motivations for this type of provisi...

Issues of quality and professionalism of library volunteers: reporting from a qualitative case study

Purpose The purpose of this paper is to consider the preliminary findings arising from two case study library authorities in the North East of England, examining current volunteer use in Public Libraries. Specific reference to quality and professionalism will be discussed, to identify key trends and ways forward. Design/methodology/approach This research involved a series of interviews with key staff, a staff survey, user survey and volunteer focus groups. Findings The early-stage results of the qualitative analysis are reported, including key emergent themes relating to quality and professionalism. Triangulation of the key stakeholder opinions will be carried out. Research limitations/implications This research relates to an area that is a key factor of modern public library provision, and helps to illustrate the complex environment that exists. Practical implications Volunteer use in public libraries is a feature of the hybrid model of library provision in the twenty-first century, and the need to ensure quality and professionalism to improve service provision is even more critical. Social implications This research considers current thinking amongst stakeholders within public libraries and attempts to move the debate about volunteer use in library service provision forward. Originality/value It provides initial thoughts on what features are essential for successful volunteer use in public libraries, with regard to quality and professionalism.

An exploration into the information-seeking behaviours of engineers and scientists

This article considers findings from Master’s research that investigated the information-seeking behaviours of engineers and scientists in the workplace. The objectives of this research were to establish where engineers and scientists look for information, consider their search preferences and determine the understanding they have of online search engine operation. There is limited current research in these areas looking at engineers and scientists in the workplace. The research was undertaken using a mixed methods research methodology. A survey was conducted with engineers and scientists working in the UK, using an online questionnaire and interviews to obtain quantitative and qualitative data. Due to the small sample size (115: 58 engineers, 57 scientists) this research does not make generalisations about the wider population. The research showed both similarities and differences between engineers’ and scientists’ information-seeking behaviours. The most popular resources used by both engineers and scientists were online search engines, specialist databases and scholar search engines; and the most used sources were from within their own organisation (colleagues and documents). Electronic versions of sources were preferred over print because of their searchability; however, when an item was found it was often printed out to read. Although the main focus of this research was not information literacy it is suggested that there are significant gaps in the understanding of search engine functionality by both engineers and scientists, even though it is the most heavily used resource for information seeking. Whilst this research does not make generalisations about the wider engineer and scientist populations, potential implications for information professionals working with these groups are considered.

Keeping the doors open in an age of austerity? Qualitative analysis of stakeholder views on volunteers in public libraries:

English public libraries are increasingly adopting a hybrid approach to volunteer use, whereby volunteers plug the gaps created by reductions in paid staff, in response to local authority cuts arising from the Conservative Government’s austerity measures. This article builds on an initial phase of research reported in a previous article from 2015, which examined library service managers’ views of volunteering in public libraries using a Delphi study method. The second phase of research uses a case study method to investigate a variety of stakeholder views regarding public library volunteer use, using interviews, focus groups and surveys, thereby providing a complex picture of understandings and meanings. Results indicate that there is a clear mismatch of opinions relating to this phenomenon, in addition to a number of unintended consequences, directly attributable to the challenges identified. Key consequences of volunteer use relate to social exclusion, reductions in service accountability and quality, and a blurring of the boundaries that exist within the library, causing tensions for all stakeholders. Formal and informal strategies for ensuring these consequences are minimized are vital for library professionals who may be managing these volunteers, and a carefully planned volunteer relationship management strategy is suggested, which underpins the volunteer use equation, ensuring a mutually beneficial arrangement for all. A series of key recommendations are discussed that may help to counter some of the challenges identified, and provide a possible way forward for library professionals having to deal with this complex situation.

Book review: David Stern, How Libraries Make Tough Choices in Difficult Times: Purposeful Abandonment

This book largely extols the virtues of a Japanese Kaizen-style approach to management, which focuses on aspects of a Total Quality Management approach, and, although not outwardly referring to this, utilizes it as a way of dealing with the current challenges in modern libraries. The author stresses the importance of a logical, orderly approach to library management, which encompasses a project management focus and involves all stakeholders, in addition to using the mission/vision as the foundation stone for all planning and development. The book is United States based, and the author comes from a largely academic library background, although many of the concepts can be applied in a variety of library environments. Essentially the book is examining an approach which all good management training aspires to: one which has a clear purpose, and enables a responsive, efficient and effective service delivery. It is a practical guide, aimed at both experienced and inexperienced managers, which considers suitable practice, in addition to providing suitable case studies of successful approaches. Although the book says nothing new, it is interesting to consider in the library context, and useful reading is provided on topics such as measurement and improvement of library services, and tools to facilitate this. Chapter 1 considers the role of the organizational review in times of economic crisis, and the importance of measuring user satisfaction, and gaining staff involvement in such a process. Transparent communication is seen as the key to the successful implementation of such a review at all stages, in addition to clear and transparent project management processes. There is a useful chapter on how to prepare for such a review, which indeed the author views as something that should not simply be a knee-jerk reaction to economic challenges, but more a regular quality-enhancing process of the wider organization. There is also a useful case study which considers the difference between an organization’s mission and vision, and how vital stakeholder involvement is to goal setting and planning in order to obtain sufficient ‘buy-in’. Staff engagement through meaningful two-way communication and wider stakeholder involvement are seen as key factors in successful implementation. A chapter identifying key analysis techniques focuses primarily on the role that project management has to play. The identification of the actual problems, the ‘why’ of doing any review, are seen as vital. ‘Interest-based problem solving’ is suggested as a useful tool for dealing with sensitive issues, in order to aid the unpicking of possible resistance to review initiatives, and tackle possible concerns and misunderstandings. By displaying goals, operations and interests as a visual chart, the manager can start to examine how employees’ interests align with organizational interests, and start to move forward positively and sensitively. Service quality improvement is considered as an ongoing philosophy of continuous service review and enhancement, and provides the underpinning for these techniques. Such a philosophy very much mirrors a Japanese-style approach to management, and aims to cover all aspects of the service whether they are failing or not. It is viewed by the author as something that should be second nature to an organization, with full management support in order to ensure the necessary conditions exist for such a process to thrive. There are less useful chapters covering the importance of data collection for assisting in evidence-based analysis, and the need to stay focused on the bigger picture when planning for best practice. However, a later chapter usefully details key leadership skills required for managers who wish to facilitate this approach of continuous service quality improvement. A valid point is made that a manager is only as successful as his/her team. The author concludes by stressing that managers ‘Do’ need to take action, be accessible and constantly refine and improve services and morale. Although this book does not supply the answer to the question in its title, it does provide discussion of how a wider service quality enhancement approach can facilitate a more robust and responsive organization in what is an increasingly challenging environment. Book reviews 502892 LIS0010.1177/0961000613502892Journal of Librarianship and Information ScienceBook reviews 2013