Public libraries as facilitators of information services

Public libraries are important institutions to support access to information services. Many communities, especially in rural areas, cannot afford to access information services and rely on free libraries in their communities in their quest for information services. The need for libraries to serve multicultural information users should therefore be reflected in their attempts to provide access to information services in their communities. This article reports on a study of libraries as facilitators of access to information services in a developing context. Face-to-face interviews were conducted with 24 conveniently selected librarians from 9 public libraries in Northern Library Region in the KwaZulu-Natal province in South Africa. Interviews were further conducted with 98 diverse information users who were randomly sampled during data collection. Findings indicate that public libraries provide diverse information services to learners, parents, general workers, students, women and young adults and children in their different age groups, occupations and general activities performed in their role of facilitating access to information services. These diverse users have diverse information needs, which create some challenges in the provision of information services. It was found that limited funding, shortage of skills and knowledge, technology and time, among others, are challenges limiting provision of information services in these libraries. Recruiting potential users, contesting for increased funding, lobbying for support, facilitation of technological training of skills are some recommendations made by this study.