This paper considers the role of the public library in ameliorating relations between communities, and the appropriateness of a multicultural or assimilationist approach via which to deliver socially inclusive services. Qualitative findings from two inductive studies, each of which focused on different aspects of the capacity of public library…

This article presents two recent studies, an AHRC-funded exploration of the role of empathy in community librarianship (Study 1) and an investigation of the role of empathy in service to minority ethnic users (Study 2). Qualitative elements of each methodology are presented, namely a series of focus groups with frontline staff, interviews with…

This paper presents case study research of a job rotation pilot involving six library assistants in Cardiff University Library Service (ULS). Firstly, it investigates whether job rotation improves motivation and secondly, whether there is an improvement in skills, both technical and "soft". Following a review of the literature,…

This paper discusses the effects of operational convergence, and the subsequent growth of the hybrid library model, upon the professional self-identity of academic library staff. The role of professionalism as a concept and motivational driver within contemporary academic librarianship is examined. Main themes of investigation include the extent…