The latest results from the annual Netloan public library survey illustrate the importance of good access and support in how services are provided. The research focuses on public PCs, looking at context and levels of usage. It also explores use of library staff time supporting online access and tasks, and considers what helps to improve availability of staff in their customer-facing role.
With the wide-ranging needs that the People’s Network addresses, the survey looks at how authorities maintain and keep the computers up to date.
The findings represent the views of over half the UK public library sector with 109 library authorities taking part.
Key findings include:
- The People’s Network of PCs is a critical free-to-use library resource. All library authorities agree that free access is a key reason for its use. It highlights the important role the PCs play in tackling digital inequality. Councils are investing in the infrastructure with up to 40% of authorities planning a PC refresh in 2025-26
- Other top reasons for library PC use include the ability to print from PCs, that they are readily available, the library environment for PC users – that it’s warm, quiet and safe, and help from staff
- PC use has remained constant in nearly 60% of libraries, with increases or decreases in approximately 20% of libraries in each case. Rises are seen as a result of continued post-Covid recovery, a response to the cost-of-living crisis, more public services and jobseeking online, hardware and software investment, and for digital skills support
- Library staff help users with online tasks and skills, reducing risk of digital exclusion. Staff invest on average a third of their time, a rate that is increasing in over 40% of authorities. PC users are most commonly supported with printing, basic digital skills, applying for government services and benefits, and jobseeking
- Easy to use admin systems help increase staff availability to users, as agreed by over 80% of libraries. Over 75% confirmed self-service options also helped staff focus time on users. Volunteers play a key role here too in relation to digital skills support
- PC refreshes are most often driven by council IT planning on behalf of the library (35%), or in response to their operating system end of support date (nearly 30%). For other libraries (approx 20%), a refresh rests on finding funds or an unacceptable drop in user experience
- Print volumes are staying the same or increasing in 90% of libraries; increases are often driven by Wi-Fi printing use
- Library footfall and/or event attendance are increasing in nearly 50% of libraries due to a range of factors including extra events, reopening refurbished sites, publicity, extended self-service hours, partnership services inclusion, and face-to-face support for council services
- Over 50% of library authorities run a Code Club with over 10% wishing to restart or expand these programmes. Despite their popularity and vital skills taught, nearly 20% of authorities have no plans to restart a club due to staff time and resourcing issues
For the full results, please download the report here.
With thanks to all libraries for taking part in this year’s research.
