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