Long Range Plan 2003 - 2007 : Focus Groups 

Focus on Children and Young Adults. Library professionals all agree that people of all ages need to be taught the skills necessary to find and screen information in a technologically-changed environment. However, they focused on the needs of children and young adults. Similarly, many users and non-users say that they judge the quality of a library based on its area for children. The majority of respondents, from both phases of research, believe that libraries should and do put adequate resources into children's offerings; but there was some sentiment that teens are generally underserved in public libraries.

Accessibility for Underserved Populations. Library professionals see access and expanded menus of services as essential to making the library a more useful and welcoming place to diverse types of people. Users and non-users noted that their libraries are wheelchair accessible, but few knew whether their libraries provided books in large print, hearing assistance, or resources in languages other than English. Many of these respondents thought that their libraries could do more to make themselves user-friendly for senior citizens.

Public awareness. Library professionals unanimously consider increased public awareness as key to increasing library usage. These respondents were passionate about the prospect of federal grant money being used to support media awareness campaigns and emphasized that these funds should be used both for conventional media statewide and to provide local libraries adaptable public relations resources for use on the local level. Users and non-users agreed that advertising in general media outlets would also be an appropriate and effective way for libraries to publicize resources. Many of the non-users especially expressed surprise at the breadth of resources and services offered by today's library and indicated that they'd be more inclined to use their local public library if they knew more about what it offers these days.

In-Library Technological Resources. Most library professionals believe that improving technological capabilities of Massachusetts' libraries is an appropriate and attainable goal for both individual libraries and for statewide initiatives. Several users/non-users report using their local library for Internet access. Others noted they used word processing and other software and hardware available in the library. Many of these respondents expressed a desire for more computers at their library and for the ability to reserve more and larger blocks of time on them. For many library professionals, their support of in-library technological initiatives was tempered by a concern that there might not be adequate staff resources to support the enhancements.

Electronic Delivery of Services. In addition to emphasizing the necessity of sufficient technological resources within the physical library, library patrons and professionals also acknowledge the wide possibilities created by technology-though patrons (particularly the non-users) were generally less aware than the library professionals. For example, library professionals embrace the concept of a digital library-even if they weren't always sure what "the digital library" entailed. Especially in the Metrowest and in Southeastern Massachusetts library regions, they already make extensive use of their library networks and are anxious to see technology used to facilitate more statewide sharing. Many respondents also responded well to the concept of an online reference service, but emphasized that the service would have to mimic the face-to-face interaction between a patron and a reference librarian to be effective. Respondents in each phase of research spoke of the advantages associated with remote access to catalogs and functionality like online book reservation and book renewal. All respondents who were familiar with these capabilities endorse them enthusiastically; those who were not were intrigued by the concept and wanted to learn more.

Customer Service and Professional Development. Current and prospective library patrons believe that a focus on customer services is essential-many of the users stating it was a major factor in their decision to frequent a local library, and some of the non-users indicating that perceptions of poor customer service were a factor in their decision not to use their local library more frequently. Library professionals echo the importance of customer service; many spoke enthusiastically of workshops and seminars they've attended in their own regions. However, many believe that the amount of work, stress, and pressure on a library professional has a greater impact on their ability to provide good customer service than does any amount of training or skill building.

Impact of early childhood experience. Early childhood impressions of libraries appear to impact adult usage: a) Users have an enduring perception of the library as a place of refuge and discovery. b) Non-users cited childhood experiences with stern or frightening librarians and spoke of a diffidence about using the library in their youth and adulthood.

Types of usage. Apart from a desire to spend spare time at the library for personal interest or relaxation and frequency of visits, users and non-users did not differ considerably in terms of the library resources they use. Several respondents in both groups confirmed they borrowed books on tape and videos as well as books, used the computers for either Internet/email access, used word processing programs or attended meetings/functions, or taken computer literacy or other courses at their local public library. Users were only marginally more aware than non-users of the electronic delivery of services-e.g., remote access to the collection or the ability to reserve a book online.

Obstacles to more frequent usage. . The majority of respondents cited their libraries' limited hours of operation-especially on evenings and weekends-as the main reason they don't go more often. Non-users also stated they that didn't go to the library often as they find the environment intimidating and do not find some of the comforts and amenities that they've come to appreciate in bookstores: big, comfortable chairs, pleasant lighting, or a good cup of coffee, for example.

Statewide Projects vs. Individual Library Grants. Library professionals deem the advancement of technology and improved access to information as particularly appropriate arenas for the MBLC to retain and deploy federal funds. They spoke of economically challenged libraries receiving access to the same information as more affluent libraries and of the benefit of improving resource sharing throughout the state. They also see statewide initiatives as crucial in streamlining processes and preventing duplication of efforts around the state.

Library Staff Training and Support. Nearly all respondents agreed that there is a significant need among staff for ongoing training and professional support. In addition to emphasizing that the resource-constrained environment has more of an impact on their ability to deliver than does the availability of workshops and seminars, they also indicated a desire for alternative training options. Several respondents spoke of past workshops they wanted to attend but couldn't for a variety of reasons. Some thought they would have been more likely to participate if the workshop had been conducted through distance learning. But others-especially individual librarians in institutional or isolated settings-cautioned that distance learning should not take the place of essential peer support and interaction. For these, fellowship and camaraderie with other library professionals face-to-face was as important as whatever new information they acquired.

School and Public Library Cooperation. Despite the fact that the document they reviewed made no explicit mention of the issue, many library professionals, on an unaided and unprompted basis, urged for enhanced cooperation between schools and public libraries. This, they believe, would give students better and more comprehensive learning and access. It would also facilitate the completion of class assignments and lead to a more generally satisfying experience for everyone involved-teachers, students, parents, and librarians. They also expressed their belief that an adult appreciation for everything a library has to offer depends on it becoming an ordinary part of a person's experience in early childhood and throughout a child's school-aged years. Library patrons-even parents of school-aged children-were more ambiguous on this topic. Several stated it would be a nice improvement, but few identified it as a top priority.

Need for Basic Resources. Though nearly all library professionals reacted positively to the goals and objectives outlined by the MBLC, many were vocal that their real needs were for basic resources: staff, computers, books, facility renovations and maintenance. These needs were discussed most by public school, institutional, and small-town, public library professionals who find themselves to be lacking some basic resources. The message seemed to be: Special programs funded by grants are all well and good, but what's the point of pursuing these if we're just barely providing basic services?

The Grant Application Process. These library professionals-both the experienced and inexperienced-describe the grant application and administration process as onerous and burdensome. The time and work involved have deterred some from applying while others said they were apprehensive of applying because they weren't confident they had the time or staff resources to succeed at the initiative in the long run. Several also perceive that the same amount of work is required no matter how large or small the amount of money in question, and said that a streamlined "mini-grant" option would make them much more willing to participate.