How public libraries deliver value online: the perception of librarians

Purpose: The development and usage of digital library services have accelerated. Many libraries have expanded their digital services in response to the COVID-19 pandemic. The physical locations were closed or operated with reduced capacity and libraries continued to provide services digitally. The physical locations of many libraries have reopened but the development of digital services persist. Most libraries offer a wide variety of services digitally and many libraries are expanding their digital services. It is therefore relevant to explore how librarians perceive the digital public library services offered at their institutions and how the digital services supplement or replace services in the physical library.
Approach/methodology/design: This study presents the findings of an interview study with five librarians from different public libraries across Denmark.
Findings: The findings show that librarians perceive the physical and digital services as means to the same end while carefully considering the content, target audience and platform when offering services to their users. They see the digital services as a critical part of the raison d’etre of the library and means to attract new users.
Research limitations: This study I based on a small sample.
Practical implications: The implications for digital public library services are discussed and recommendations based on this study are considered.
Originality/value: Many studies have explored librarians’ perceptions of value of public libraries. This study focuses on librarians’ perception of value of the digital library and how these services supplement or replace the physical library.