How Public Libraries Support the Information Needs of Homeless People

Abstract

Research problem: This study investigates and analyses how public libraries support the information needs of homeless people in a large region of New Zealand. In 2017 New Zealand had the highest rate of homelessness in the OECD and more than 40,000 people were experiencing homelessness. This study has focused on adding to the knowledge of how this significant and marginalised demographic use public libraries to meet their information needs and how library policy, practice, and services support those needs. It aims to inform public library practice so that policy and services could be developed and improved in order to enable the homeless to use public libraries more equitably and effectively.

Methodology: This research was a qualitative study that used a phenomenological methodology. Non-probability, convenience sampling was used from a large New Zealand region that includes four cities and has a population of just over 500,000 people. Four homeless participants, and seven librarians from four public library networks participated. Semi-structured, face-to-face interviews were conducted in order to collect data.

Results: The findings of this study revealed that none of the participating libraries had specific policies, practices, or services in place to meet the needs of homeless people. However despite this, the libraries were providing services that help meet the information needs of their homeless patrons through the availability of WiFi, Internet, and quality collections that the homeless participants reported using on an almost daily basis. Results also confirmed that homeless patrons are using public libraries for more than just shelter and warmth and that their information needs are varied.

Implications: The findings of this study will be of interest to librarians and public libraries that have homeless patrons and want to develop improved services that more effectively meet their information needs.