What do the public want from libraries?

This research aimed to give an up-to-date picture of public views on libraries, in order to help leaders and practitioners make decisions about the future development of the service. The findings come from focus groups with a cross-section of user and non-user groups and a quantitative survey with a representative sample of 1,102 adults as well as a literature review of previous relevant studies and national surveys. Key findings include:

• The public see libraries’ core purpose as being about reading, learning (particularly children’s education) and finding information.
• Some newer services have become well established, for example, computers and children’s activities.
• People value a good customer experience, and are relatively intolerant of poor service.
• The key ingredients of a good experience are:  A good range and choice of books, friendly and knowledgeable staff and a pleasant library environment.
• Satisfaction with library staff is high, although it was clear that not all library services are being communicated.
• Users and non-users are concerned about books being “squeezed out” for other services.
• Current users, and some lapsed users, would like the book offer to be better 
• In terms of service developments, there was wide support for coffee shops in libraries, longer opening hours and more activities for families.
• There was strong support for the local library, particularly serving older people.