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Abstract
Urban big-system library systems have undergone seismic change over the past 20 years, becoming community centers in addition to repositories of information. As a result, contemporary library staff are facing new needs and challenges that their predecessors did not. This article explores different ways in which library leaders can hire, train, and support staff to successfully serve their communities.
Keywords:
- Big-system libraries
- urban libraries
- evolving roles
- challenges
- inclusivity
- social workers
- empowering communities
- technological competence
- digital divide
- customer service
- de-escalation techniques
- trauma-informed services
- cultural competence
- intersectionality
- unemployment
- homelessness
- mental health
- substance abuse
- safe spaces
- community-wide challenges
- diversity
- immigrant populations
- citizenship support
- trust
- customer satisfaction
Disclosure statement
No potential conflict of interest was reported by the author(s).