How do public libraries create social capital? An analysis of interactions between library staff and patrons
Highlights
► Public library staff were interviewed about informal interactions with patrons. ► Descriptions were analyzed for concepts related to social capital. ► Patron–staff interactions and relationships contribute to social capital.
Introduction
It has become an almost universally accepted axiom that public libraries serve an important community function in addition to their traditional role providing access to information and leisure materials. Many library mission statements include phrases such as “building strong communities,” or “contributing to the well-being of communities,” among their major goals (Varheim, 2011, p.15). As research reveals the growing isolation of Americans (McPherson et al., 2006, Putnam, 2001), this emphasis on the community role of libraries is increasingly important. In addition to this long-term trend, the current economic downturn has resulted in people experiencing unemployment and in some cases, homelessness, for the first time. Many are turning to the library where they cannot only get help filling out job applications or writing resumes, but also connect with others in similar positions (London, 2010). As they cope with patrons' increased stress levels, library staff find themselves engaged in more emotional interactions (London, p. 43). The interactions that take place every day between staff members and library patrons provide a human connection that results not only in instrumental help in gaining access to useful information resources, but also in emotional help that contributes to a sense of individual well-being. These interactions, therefore, may be an important source of social capital that has positive effects for both individuals and communities. In order to gain a better understanding of how social capital emerges out of these interactions, this research investigates the content of interactions between library staff and patrons in three library branches in a midwestern city.
Section snippets
Problem statement
Librarians and other staff members often view their services in instrumental terms—providing access to information and leisure materials. At the same time, anyone who has ever worked in a public library is acutely aware that the social relationships that develop between library staff and patrons in the course of providing these services are almost as important as the instrumental help that is provided. Recent stories in professional library journals support this view (Degyansky, 2008, Hill, 2009
Review of the literature
Putnam and Feldstein (2003) suggest that the social interactions that occur between patrons and staff, and the physical space in which the interactions take place, are just as important as library services in their contribution to community social capital. They found that libraries build social capital both through the provision of services, and through the connections made at the library among community members. Other studies have made similar assertions. For instance, Goulding (2004) found
Conceptual framework
Many interpretations of social capital have emerged since the concept was first introduced by Bourdieu in the 1970s and early 1980s (Bourdieu, 1980, Bourdieu, 1986). He proposed that social capital was an intangible resource that, along with cultural capital, reproduced social classes and ensured the continuation of social hierarchies (Bourdieu, 1980, pp. 2–3). Since then, two divergent approaches to the study of social capital have emerged. One considers it to be a collective asset, focusing
Procedures
In order to determine the kinds of social interactions between library staff and patrons that may contribute to social capital, interviews were conducted with library staff in three neighborhood branch libraries in a large American midwestern city. Because this research was intended as a preliminary investigation prior to designing a larger study, the sample was confined to the public service staff available at the three branches used for a previously-conducted quantitative study (Johnson, 2010
Findings
Concepts identified from the interviews related to building both individual- and community-level social capital. Community-level social capital can be regarded as the returns that benefit the community as a whole, and individual returns are largely specific to individuals. However, these two types of social capital are not easily separated, and often overlap. The concepts that emerged from the data analysis that relate to social capital include: establishing relationships and building trust
Discussion
Most of the interactions described in this paper went beyond the functional exchanges that are typically part of the work of library staff. What library staff may not realize is that these seemingly innocuous relationships that get established in the course of doing their jobs may be just as valuable to patrons as the library services they provide. Social capital may emerge out of such relationship, which may help people feel more connected to their community or result in getting the extra
Conclusion
This research supports claims often made about the public library's role in contributing to the social capital of communities. The qualitative study also illustrates the kinds of interactions that occur that may have an effect on a community's and an individual's level of social capital. Because not all library staff for this study saw their role in terms of providing the kinds of help that may have an impact on social capital, further studies could be conducted that compare library branches
Acknowledgments
I would like to thank Dyan Barbeau for her research assistance on this project, and the University of Wisconsin-Milwaukee for their financial support.
Catherine (Kate) Johnson is an assistant professor in the Faculty of Information and Media Studies at the University of Western Ontario in London, Ontario. She received her Ph.D. from the University of Toronto. Before starting her academic career she worked as a librarian with the Toronto Public Library. Her research interests include the social role of public libraries, particularly whether libraries contribute to the social capital of communities; digital divide issues; and the role of
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Catherine (Kate) Johnson is an assistant professor in the Faculty of Information and Media Studies at the University of Western Ontario in London, Ontario. She received her Ph.D. from the University of Toronto. Before starting her academic career she worked as a librarian with the Toronto Public Library. Her research interests include the social role of public libraries, particularly whether libraries contribute to the social capital of communities; digital divide issues; and the role of information in development. She has published in such journals as Journal of the American Society for Information Science and Technology, Library & Information Science Research and Library Quarterly.