Increasing responsibilities of public libraries with varying client needs

This study investigates the evolving responsibilities of public library staff as they increasingly assist clients in accessing external information sources, such as online services from government departments. The research explores the impact of these extended digital and literacy support roles on library staff, including their involvement in managing occupational violence and aggressive incidents. Through a mixed-methods approach, data was collected from three public libraries in Australia, focusing on Libraries ACT in Canberra, with additional insights from Yarra Plenty Library in Melbourne and Libraries Tasmania. The findings reveal that public libraries are becoming crucial hubs for digital inclusion and community service provision, often filling gaps left by other government agencies. However, this shift has led to increased expectations from library users, sometimes resulting in disruptive behaviour. The study highlights the need for dedicated resources, comprehensive training, and organisational support to ensure library staff can effectively meet these new challenges. Recommendations are provided to support public libraries in their evolving roles, emphasising the importance of safety measures, professional development, and community engagement.