Some observations about Library 2.0

Library 2.0 promises endless exciting new ways to serve (some) customers' every need and want, when and how they want it. Humans are interacting in ways that are rewriting text books on communication - oops, I mean online information resources and learning tools.

We wow over the possibilities, and create to do lists for when we have the spare time to try those great ideas. Is it really as promising and as likely as we envisage?

Sure, libraries are changing; for example we are adapting the way we spend our budgets to collect less print-based materials and more electronic resources. We're training our library staff to keep up with the online world. Some libraries are doing great things with an active online presence to help (online) customers locate whatever information they want.

BUT it is a serious position that library decision-makers are in. Innovators and leaders show us what wonderful things we can offer our stakeholders, but the bottom line is funding (nothing new in that). It all costs money, whether it is to update our hardware or software, to provide sufficient staff time to coordinate projects, commit to ongoing programs, find the time to apply for grants, keep staff trained up, educate users about the innovations, etc etc. Carving up the library budget cake can be very tricky indeed.

At what point do we say that some customers (the ICT-savvy ones that is) are more important than others and deserve a significant chunk of our funds? The other potential customers may be those struggling with basic literacy skills who desperately need trained library staff to reach them to help them access appropriate materials and opportunities. They may be people of any age isolated for any reason and without the means or confidence to access information and life-long learning. They may be youth at risk and in need of the engagement that a library can offer if done well. And so on.

Not so sexy, but surely of greater need and with likely more profound outcomes for individuals, families and the community. I'm afraid that we may get too excited about ICT possibilities and begin to lose track of what really makes a difference to people and society.

Not everyone has easy access to the internet and knows how to use it effectively to meet their needs; not yet anyway. Already, all the computers already scare some library users and they feel alienated. If libraries change too fast we risk losing non-ICT-capable customers, or never engaging them to start. We need to balance our image to something like "Hi-tech if you like it that way, low-tech if you don't."

Can we really do it all? We certainly can't do it alone, we must certainly continue to adapt to and create change, and we must certainly look forward. But the challenge is not really about discovering everything that is possible, but finding smart, low-cost ways to actually do a few great things really well and at the same time. And we must not forget that it's all about making a difference for people.

(Please note: This opinion does not refer to any particular library service.)