Survey results

Keeping a Lookout - Analysis of External Survey

As part of our research we decided to survey government and non-government agencies to find out:

what they know about public libraries and our programs and services
how they currently partner with public libraries
what they see as the most effective way that public libraries can assist their clients

The responses were a mixture of pleasing, disappointing and surprising results.

Here’s what pleased us:

86% of respondents said they do or would refer clients to public libraries

57% of respondents have partnered with public libraries and 82% of those partnerships had worked well

62% considered that public libraries could be key partners or places of referral for clients under NDIS

“My role includes a focus on enabling our clients with disabilities to engage as members of the community. This survey prompts me to make contact with our local library to discuss other ways that we can work together to meet our shared objectives.”

Here’s what disappointed us:

75% of respondents were not aware of what digital literacy services were offered by public library staff to the community

64% indicated that they knew a little or not much about public libraries

What do you wish your library knew about your clients and their needs?

“I wish the library knew how to include and respect people with complex needs and connect people with important local services.”
“I wish the library knew about my clients’ sensory issues.”
“I wish the library knew that they (young people) are not trouble makers just because they may do libraries differently.”
“I wish the library knew that the homeless sector is a complex cohort.”
“I wish the library knew that our clients generally have quite high needs and sometimes the library is not the right environment for them.”

Here’s what surprised us:

92% of respondents indicated that their clients would benefit from free wifi and access to technology and 94% said that their clients would benefit from assistance with literacy needs

80% refer their clients to public libraries verbally

Where do you feel public libraries could further assist with the wellbeing of your client?

“Help to advertise things”
“I believe the local library is doing a great job at the above”
“Providing [programs] could help alleviate isolation”
“Providing information/program agenda for the month”
“I would like my adolescent clients to feel that the local library is a safe and welcoming place for them to go, especially when home is not such a pleasant place to be”
“Just by providing another supportive and safe environment for young people to attend and engage in fun activities. But also to be able to connect socially with others and the wider community. Libraries are free/low cost which is also helpful for our clients who struggle financially”
“Culturally competent staff, welcoming space, welcoming staff”
“Many of our clients require support to access community facilities such as libraries so we need to be able to work cooperatively with our library to ensure our clients' participation is not disruptive to other visitors to the library”

What have we learnt from the survey?

Some clear and important messages from this survey include:

we need to be more proactive in promoting our services and programs to agencies
we need to consult more about the types of services and programs we provide
staff training is a key area for improvement - especially around the area of socially isolated people or those referred by external agencies.

86% of respondents said they do or would refer clients to public libraries.

75% of respondents were not aware of what digital literacy services were offered by public library staff to the community.

64% indicated that they knew a little or not much about public libraries.