Hidden Public Services

Abstract

Libraries organize themselves into various departments reflecting their operations and the functional role of individual staff members. Traditionally, most libraries have defined forward facing services as public service. This understanding has often excluded those staff working within a technical services department (acquisitions, cataloging, eresource management), web design, digital services from viewing themselves as providing a public service. The authors analyze library functions in eresource management, licensing, metadata, and accessibility services to underscore the importance of understanding the shared nature of library work such that all staff in the library are seen to be working to promote the connection between patrons and resources, and thus have a connection to each patron who uses the library. By analyzing functional roles and sharing knowledge, libraries can enhance their organizational alignment to support patrons more holistically by broadening the definition of public services. The article emphasizes the necessity of ongoing communication, understanding, and the adoption of a values-based approach toward organizational culture and functioning.

Keywords:

• Accessibility
• communication
• eresource management
• metadata
• patron needs
• service philosophy

Disclosure statement

No potential conflict of interest was reported by the author(s).