Issues of quality and professionalism of library volunteers – reporting from a qualitative case study

Casselden, Biddy (2015) Issues of quality and professionalism of library volunteers – reporting from a qualitative case study. In: 11th Northumbria International Conference on Performance Measurement in Libraries and Information Services, 20th - 22nd July 2015, Edinburgh.

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Abstract

Purpose:
This research presents preliminary findings of qualitative research examining volunteer and staff perceptions at two case study libraries in the North East of England – considering volunteer use. Specific reference to quality and professionalism will be considered, to try to establish key trends and ways forward.

Methodology:
This research involved a series of interviews with key staff, a staff survey, user survey and volunteer focus groups.

Findings:
The results of the qualitative analysis are in the early stages – but key themes relating to quality, and professionalism are appearing and will be explored. Triangulation of the key stakeholder opinions will be carried out.

Implications:
This research relates to an area that is a key factor of modern public library provision – and helps to illustrate the complex environment that exists.

Conclusions:
Volunteer use in public libraries is a feature of the hybrid model of library provision in the 21st century – the need to ensure quality and professionalism to improve service provision is even more critical.

Originality:
This research considers current thinking amongst stakeholders within public libraries and attempts to move the debate about volunteer use in library service provision forward.

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