Public libraries in the context of digital inclusion services: challenges for a more equal citizenship

Public libraries provide access to technology and digital competence, since training in the critical, reflective and purposive use of information is a compensatory factor for digital exclusion. This study seeks to analyse this training’s potential and limitations when designing and applying these services. The methodology is based on qualitative techniques such as interviews and discussion groups. Interviews were performed with ten reputedly expert librarians, using a questionnaire with nine questions about digital literacy services and the role that public libraries should play for digital inclusion. The views of public librarians from the Region of Murcia (Spain) were obtained through three discussion groups, selected according to the population size of the cities where their libraries are located. In addition to this, structured guidelines in accordance with topics on information literacy services, human and material resources, librarians’ training necessities or typology of users were followed. It emerges that librarians are highly committed to their function in digital literacy services and digital inclusion. However, this is restricted by the human and material resources at their disposal, and by the specific needs and demands associated with different types of users. The analysis concludes with some proposals for managing these services including collaboration strategies within private entities or public local departments