CULC/CBUC Toolkit on Recovery & Reimagined Public Library Services Post COVID-19

Information Services

Key Considerations

Information Service includes reference and referral services, reader’s advisory, technical help and instruction, work to reduce misinformation, and customer service.
  1. During a pandemic and recovery from it, how can public libraries support the changing information needs of the community?
  2. How can libraries provide meaningful customer support and technology assistance while maintaining physical distance?
    1. consider safe and equitable access to both hardware and software
    2. explore technical solutions to help maintain distance for all libraries including those with limited resources
  3. How do libraries provide equitable access to information for those experiencing barriers to access?
    1. technology access (devices, WiFi, know-how, etc.)
    2. social isolation
    3. language barriers (ESL/multilingual, literacy-levels, etc.)
    4. accessibility barriers (digital and built environments)
  4. How do libraries understand evolving community information needs and respond to them quickly?
    1. needs that can be answered with technological solutions
    2. needs that change as the stages of the pandemic change
  5. How can public libraries support the health and safety of staff and customers while delivering information services?
    1. so that staff feels safe/prepared enough to give the best possible customer service
    2. with user centered service design including streamlined processes and clear communication