Staff-Less Libraries Chandos Information Professional Series Series Editor: Ruth Rikowski (email: Rikowskigr@aol.com) Chandos’ new series of books is aimed at the busy information professional They have been specially commissioned to provide the reader with an authoritative view of current thinking They are designed to provide easy-to-read and (most importantly) practical coverage of topics that are of interest to librarians and other information professionals If you would like a full listing of current and forthcoming titles, please visit www.chandospublishing.com New authors: we are always pleased to receive ideas for new titles; if you would like to write a book for Chandos, please contact Dr Glyn Jones on g.jones.2@elsevier.com or telephone +44 (0) 1865 843000 Staff-Less Libraries Innovative Staff Design Carl Gustav Johannsen Royal School of Library and Information Science University of Copenhagen Denmark Chandos Publishing is an imprint of Elsevier 50 Hampshire Street, 5th Floor, Cambridge, MA 02139, United States The Boulevard, Langford Lane, Kidlington, OX5 1GB, United Kingdom Copyright © 2017 Elsevier Ltd All rights reserved No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or any information storage and retrieval system, without permission in writing from the publisher Details on how to seek ­permission, further information about the Publisher’s permissions policies and our ­arrangements with organizations such as the Copyright Clearance Center and the Copyright Licensing Agency, can be found at our website: www.elsevier.com/permissions This book and the individual contributions contained in it are protected under copyright by the Publisher (other than as may be noted herein) Notices Knowledge and best practice in this field are constantly changing As new research and ­experience broaden our understanding, changes in research methods, professional practices, or medical treatment may become necessary Practitioners and researchers must always rely on their own experience and knowledge in evaluating and using any information, methods, compounds, or experiments described herein In using such information or methods they should be mindful of their own safety and the safety of others, including parties for whom they have a professional responsibility To the fullest extent of the law, neither the Publisher nor the authors, contributors, or ­editors, assume any liability for any injury and/or damage to persons or property as a matter of ­products liability, negligence or otherwise, or from any use or operation of any methods, ­products, instructions, or ideas contained in the material herein Library of Congress Cataloging-in-Publication Data A catalog record for this book is available from the Library of Congress British Library Cataloguing-in-Publication Data A catalogue record for this book is available from the British Library ISBN: 978-0-08-101923-8 (print) ISBN: 978-0-08-101924-5 (online) For information on all Chandos Publishing publications visit our website at https://www.elsevier.com/books-and-journals Publisher: Glyn Jones Acquisition Editor: Glyn Jones Editorial Project Manager: Charlotte Rowley Production Project Manager: Poulouse Joseph Designer: Mark Rogers Typeset by TNQ Books and Journals Contents List of Figures vii List of Tables ix List of Boxes xi Acknowledgmentsxiii 1 Introduction Purpose What Is an Open Library? Challenges Benefits The Pros and Cons Research Questions The Basic Structure of the Book and Recommendations for Reading 1 10 11 21 37 38 2 Open Library Service in a Broader Perspective Library History Perspective—The Gradual Opening of the Library Open Libraries in Seven Countries—Overview Public Sector and Business Contexts Private Sector Self-Service Experiences Saved Time Summary 43 43 49 62 63 67 68 3 The Development and History of Open Libraries Introduction Technological Requirements New Trends/Opportunities in the Future Open Libraries in Seven Countries Based on Research Oriented Reports and Articles The Role of Stakeholders Legitimacy and Legality Summary 71 71 71 75 77 105 108 111 4 Open Library Communities, Users, and Usage Introduction Urbanization Neighborhood Characteristics 113 113 114 115 vi Contents Sociodemographic Factors Age, Gender, and Ethnic Minorities National and International Variations User Types and Segments Usage Patterns and Amount User Purposes, Needs, and Preferences User Behavior—and Misbehavior 80% Had Not Experienced Vandalism User Satisfaction User Movement Patterns Summary 117 120 122 124 129 138 139 140 145 145 146 5 Critical Success Factors Introduction Strategies to Prevent Vandalism, Unrest, and Harassment Strategies to Make the Library an Inviting and Inspiring Place Strategies to Improve Communication and User Friendly-ness Strategies to Promote the Library as a Local Third Place or Meeting Place Summary 149 149 150 150 152 6 A Step-by-Step Approach to Implementation Introduction Selecting and Planning the Technological Infrastructure Internal Marketing Designing and Furnishing the Library Optimizing Serendipity and Variety (e.g., Exhibitions) Inviting and Facilitating Local Support to Use the Library as Meeting Point and Third Place Summary 155 155 155 157 158 158 7 Conclusions 161 152 152 159 159 References163 Index171 List of Figures Figure 1.1 Figure 2.1 Picture 3.1 Figure 4.1 Figure 4.2 Figure 4.3 Figure 4.4 Figure 4.5  iterature on Open Libraries 2016 unit: articles—N = 62 Library and L Information Science Abstracts (LISA), August 16, 2016. Open public libraries—Denmark 2009–2016. Open library elements. Langeland 2013–2016—visitors broken down by gender N = 111,905. Visitors by age—Langeland and Jægersborg. Visitors per year 2000–2015 Langeland and Jægersborg. Logins (unstaffed) and visit (staffed) 2010–2015 in six Danish open libraries percentages. Dybbøl library 2013–2015 logins and loans during unstaffed hours. 53 72 120 121 122 131 134 This page intentionally left blank       List of Tables Table 1.1 Table 1.2 Table 2.1 Table 2.2 Table 2.3 Table 4.1 Table 4.2 Table 4.3 Table 4.4 Table 4.5 Table 4.6 Table 4.7 Table 4.8  ISA Records About Self-Service Libraries L LISTA Records About Self-Service Libraries Open Libraries in Seven Countries Staffed and Unstaffed Opening Hours per Week in 76 Open Public Libraries in 2011 in Denmark—Unit: Hours per Week Staffed and Unstaffed Weekly Opening Hours (2015), Sweden Cordura Open Libraries and Logins in Denmark, Norway and Sweden 2014–2015 Open Library Users, Denmark 2011 Age, n = 49.000 Open Library Visits Staff-Less Libraries, Denmark, Visits per Hours During Unstaffed and Staffed Opening Hours, 2011, N = 34 Staff-Less Libraries, Denmark, Loans per Hour and Total, During Unstaffed and Staffed Opening Hours, 2010/2011—Top 10, N = 10 Staff-Less Libraries, Denmark, Logins per Unstaffed Hour and Balance Between Staffed and Unstaffed Opening Hours, 2011 − N = 10 Staff-Less Libraries, Denmark, Loans per Hour and Balance Between Staffed and Unstaffed Opening Hours, 2011, N = 7 Staff-Less Libraries, Denmark, Yearly Number of Loans (in Thousands)—Before and After Establishment of an Open Library, Libraries With Growth, Top 10, Only Libraries With More Than 2% Yearly Growth Staff-Less Libraries, Denmark, Yearly Number of Loans (in Thousands), Before and After Establishment of an Open Library, Top Libraries With Decreasing Number of Loans 50 53 61 123 125 130 133 135 136 137 138 References Aabø, S., & Audunson, R (2012) Use of library space as and the library as place Library & Information Science Research, 34, 138–149 Anonymous (2004) Free library of Philadelphia, U.N.C – Greensboro choose Sirsi Advanced Technology Libraries, 33(8), 5–7 Anonymous (2008) 3M library systems: RFID Technik für Bibliotheken in Paris BuB: Forum Bibliothek und Information, 60(6), 407 Anonymous (2009a) San Diego public libraries rolls out self-service machines Library Hi Tech News, 26(3/4), 29 Anonymous (2009b) San Francisco quickens return turnaround American Libraries, 39(6), 113 Anonymous (2009c) Sunnyvale library upgrades to Bibliotheca – RFID solutions Managing Information, 16(5), 39 Anonymous (2009d) Sicherung für konsolenspiel BuB: Forum Bibliothek und Information, 61(3), 181 Anonymous (2011a) News from the world: Croatia Focus on International Library & Information Work, 42(1), 29–31 Anonymous (2011b) Norway Scandinavian Public library Quarterly, 44(1), 26 Anonymous (2012a) Global reach American Libraries, 43(9/10), 13–14 Anonymous (2012b) Ottawa public libraries chooses Bibliotheca Advanced Technology Libraries, 41(6), 9–11 Audunson, R (2005) The public library as a meeting place in a multicultural and digital context: the necessity of low-intensive meeting-places Journal of Documentation, 61(3), 429–441 Bacchi, C (2009) Analysing policy: What’s the problem represented to be? 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[Staff-less libraries – a concept for all?] Lund: Lunds Universitet http:// lup.lub.lu.se/record/5035199/file/5035201.pdf Jokitalo, P (2015) Denmark Scandinavian Public Library Quarterly, 48(1/2), 52–53 Jørgensen, J (2013) Selvbetjente biblioteker boomer [Self-service libraries are growing fast] Momentum http://www.kl.dk/Momentum/momentum2013-8-2-idl29736 Kann-Rasmussen, N., & Tank, E (2016) Strategi som legitimitetsarbejde – Strategiske svar å bibliotekernes udfordringer [Strategy as legitimation work – strategic responses to the library challenges of the libraries], Nordisk Tidsskrift for Informations videnskab og Kulturformidling, 3(5), 5–19 166 References Kelly, M (2016) Review of the open library concept in UK public libraries: Report for Bibliotheca Manchester: APSE (consultancy report – confidential) Kjekstad, T (1996) Selvbetjent utlan [Self service lending] Synopsis, 27(2), 75–77 Retrieved from http://search.proquest.com/docview/57401171?accountid=13607 Kraljic, M., & Maver, J (2006) Uvajanje samopostrezne izposoje in odziv uporabnikov [Introduction of self issue services and respond of the library users] Knjiznica, 50(3), 85–104 Retrieved from http://search.proquest.com/docview/57602323?accountid=13607 Larsen, M (2007) Use the library – outside opening hours as well Scandinavian Public Library Quarterly, 40(2), 6–8 Retrieved from http://search.proquest.com/ docview/57613465?accountid=13607 Lauridsen, J (2011) Pivåbne biblioteker Perspektiv Okt 29 Lawrence, P., & Weber, L (2012) Midnight-2.00 a.m.: what goes on at the library? New Library World, 113(11/12), 528–548 Lek Choh, N (2003) A totally do-it-yourself library without a library customer service desk: the Singapore experience In IFLA conference proceedings World Library and Information Congress: 69th IFLA General Conference and Council Berlin, Germany August 1–9, 2003 (pp 1–6) Lerche, A (2010) Shall a call center replace the librarian? Bibliotekspressen, (June 3), 24–25 Lerche, A (2011) Hvorfor har vi ikke tænkt på det her noget før? [Why haven’t we thought about it before?] Perspektiv Lerche, A (2012a) Åbent – det skal vi da have [Open – that’s what we want] Perspektiv, 12–16 Juni Lerche, A (2012b) Since Islands Brygge opened up Perspektiv (6), 19–20 Retrieved from http://search.proquest.com/docview/1081858568?accountid=13607 Meuter, M L., et al (2000) Self-service technologies: understanding customer satisfaction Journal of Marketing, 64(3), 50–64 Miller, J (2014) A comparative study of public libraries in Edinburgh and Copenhagen and their potential for social capital creation Libri, 64(4), 316–326 Mønsted, S (2012) We don’t enter a deserted restaurant Perspektiv (6), 17–18 Retrieved from http://search.proquest.com/docview/1081858564?accountid=13607 Moos-Bjerre, M., & Moos-Bjerre, T (2014) Fremtidens Biblioteker – målgruppebaseret viden til biblioteksudvikling [The Libraries of the future – target group oriented knowledge for library development] Copenhagen: Tænketanken Fremtidens Biblioteker Mountain view implements innovative’s self-service products (2006) Advanced Technology Libraries, 35(12), Retrieved from http://search.proquest.com/docview/57680965? accountid=13607 Mustikkamäki, M (2015) Undersökning om meröppet på de allmänna biblioteken i Finland Regional State Administrative Agencies (Both in Finnish and Swedish) https://www avi.fi/documents/10191/3369535/Unders%C3%B6kning+om+mer%C3%B6ppet+p% C3%A5%20de+allm%C3%A4nna+biblioteken+i+Finland+2015.pdf/232e73e4-ef5c-4525b9c0-6dceebfe8320 Nyeng, P (1998) Det store biblioteksspring pa Frederiksberg [The great library leap in Frederiksberg] Bibliotekspressen (6), 182–183 Retrieved from http://search.proquest com/docview/57438925?accountid=13607 OECD (2015) OECD skills studies: Data policy reviews of adult skills: Finland OECD http:// minedu.fi/export/sites/default/OPM/Koulutus/artikkelit/piaac/liitteet/adultskillsfinland pdf References 167 Öffentlicher Bücherschrank [Public book-shelfs] (2016) Wikipedia Oldenburg, R (1989) The great good place: Cafés, coffe shops, community centers, beauty parlors, general stores, bars, hangouts and how they get you through the day New York: Paragon house Ollikainen, S (2015) Kohti omatoimisempaa kirjastoa : Itsepalvelun kehitys suomalaisissa kirjastoissa (English abstract) [Towards more self-directed library: The development of the self-service in Finnish libraries] Turku University of Applied Sciences https://publications.theseus.fi/handle/10024/97368 Palmer, M (2006) Using RFID to transform Essex libraries Library Hi Tech News, 23(10), 21–22 http://dx.doi.org/10.1108/07419050610730070 Petersson, M (1996) TOR-IN and TOR-OUT – a Swedish automated system for issuing and returning library books Vine (105), 30–32 Retrieved from http://search.proquest.com/ docview/57438340?accountid=13607 Planstyrelsen (198?) Tillægsfunktioner i landsbybutikker – et forsøg med kombinerede serviceenheder [Additional functions in village shops – a project on combined service units] Copenhagen: Institut for Center-Planlægning Pohl, M., & Schubert, E (2006) Wenn - dann 100 prozent selbstverbuchung mit RFID in der Münchner Stadtbibliothek If – then 100 per cent [Self-service borrowing with RFID at Munich municipal library] BuB Forum Bibliothek und Information, 58(1), 53–55 Retrieved from http://search.proquest.com/docview/57648024?accountid=13607 Putnam, R D (1995) Bowling alone: America’s declining social capital Journal of Democracy, 6(1), 65–78 Putnam, R D (1996) The strange disappearance of Civic America The American Prospect, 7/24, 34–48 Riess-Taggart, J (2006) Palm Beach county library system implements intelligent media manager Public Libraries, 45(3), 17–19 Rogers, M (2005) GA, MD take RFID plunge Library Journal, 130(15), 26 Sigwald, R (2016) Self-service customer service models in libraries Journal of Library Administration, 56(4), 453–478 http://dx.doi.org/10.1080/01930826.2016.1157429 Skåne, K (2011) Tack vare det meröppna biblioteket finns det ett bibliotek även för mig – en utvärdering av Veberöds meröppna bibliotek 2010–2011 Skot-Hansen, D., Hvenegaard Rasmussen, C., & Jochumsen, H (2013) The role of public libraries in culture-led urban regeneration New Library World, 114(1/2), 7–19 Slots- og kulturstyrelsen (2015) Folkebiblioteker i tal [Public libraries in numbers] 2014 http://slks.dk Slots- og kulturstyrelsen (2016) Oversigt over åbne biblioteker pr September 2016 [Overview over open libraries September 1, 2016] slks.dk Smith, P S (2008) Self-check: a lesson in mistaken assumptions Computers in Libraries, 28(2), 14–18 Retrieved from http://search.proquest.com/docview/57621324?accountid=13607 Steffensen, R I (1992) Det brugerbetjente udlånssystem:Australsk teknologiinspiration [The self service issue system: Australian technological inspiration] (19 B70 (Bibliotek 70), 596–597 Retrieved from http://search.proquest.com/docview/57315447?accountid=13607 Suchman, M C (1995) Managing legitimacy: strategic and institutional approaches The Academy of Management Review, 20(3), 571–610 Tapdrup Mortensen, M (October 28, 2011) Den lille amerikanske flirt [The small American flirt] Weekendavisen Thaler, R H., & Sunstein, C R (2009) Nudge: Improving decisions about health, wealth, and happiness NewYork, NY: Penguin Books 168 References The Economist (2014) Nudge nudge, think think: The use of behavioural economics in public policy shows promise Available at www.economist.com/node/21551032 Thompson, J E (2006) Self check-out Georgia Library Quarterly, 43(2), 15–17 Retrieved from http://search.proquest.com/docview/57646482?accountid=13607 Thorhauge, J (2011) Editorial: a new “open library” concept Scandinavian Library Quarterly, 44(4), 3–4 Tseng, S., & Kuo, P (2009) A study on the patronage of the intelligent library: The Ximen Intelligent Library of the Taipei public library system New Library World, 110(9–10), 410–429 Retrieved from http://search.proquest.com/docview/57686112?accountid =13607 Udvalget om folkebibliotekerne i Vidensamfundet (2010) Folkebibliotekerne i vidensamfundet [The public libraries in the knowledge society] Copenhagen: Styrelsen for Bibliotek og Medier Van de, B (2002) Klanten bibliotheek Hengelo minder enthousiast over inname – en uitleenautomaten dan personeel [Hengelo library’s users less enthusiastic about the automated loans and returns machines than staff] BibliotheekBlad, 6(9), 10–12 Retrieved from http://search.proquest.com/docview/57532706?accountid=13607 Vårheim, A (2007) Social capital and public libraries: the need for research Library & Information Science Research, 29, 416–428 Vårheim, A (2009) Public libraries: places creating social capital Library Hi Tech, 27(3), 372–381 Vårheim, A (2011) Gracious space: library programming strategies towards immigrants as tools in the creation of social capital Library & Information Science Research, 33, 12–18 Vårheim, A (2014) Trust in libraries and trust in most people: social capital creation in the Public Library Library Quarterly, 84(3), 258–277 Vårheim, A., Steinmo, S., & Eisaku, I (2008) Do libraries matter? Public libraries and the creation of social capital Journal of Documentation, 64(6), 877–892 Venuda, F (2009) The new city library of Newcastle Upon Tyne, UK Biblioteche Oggi, 27(8), 47–58 Wagman, A K (2011) Olika syn på saken – Folkbiblioteket bland användare, icke-användare och personal [Different points of view – The public library among users, non users and staff] Svensk Biblioteksförening Wallin, S (2015) Yacolt Library Express: a model for unstaffed library service PNLA Quarterly, 80(1), 8–15 Wieldraaijer, E (2002a) NBD/Biblion presenteert Cor-lector als concurrent voor Tor in the NBD/[Biblion company unveils Cor-lector in competition with Tor in] BibliotheekBlad, 6(9), 13 Retrieved fromhttp://search.proquest.com/docview/57554850?accountid=13607 Wieldraaijer, E (2002b) ‘Geautomatiseerde uitlening en inname belangrijke instrumenten om inhoudelijke innovatie op gang te brengen’ [Automated loans and returns systems are important tools for implementing innovation]’ BibliotheekBlad, 6(9), Retrieved from http://search.proquest.com/docview/57528789?accountid=13607 Wieldraaijer, E (2005) Janice Boon Huay Tan (af)kicken op technologie [Janice Boon Huay Tan believes in taking full advantage of technology] Bibliotheek (6), 26–27 Retrieved from http://search.proquest.com/docview/57587218?accountid=13607 Wildermann, P (2015) ”Open library” – Der Schlüssel zum Buch [Open library – the key to the book] https://www.goethe.de/de/kul/bib/20676698.html Ytte Larsen, V (2012) Et åbent bibliotek – et godt bibliotek? [An open library – a good library?] Danmarks Biblioteker, 2(15.3), References 169 Relevant Websites http://www.publiclibrariesnews.com/about-public-libraries-news/unstaffed-librarie http://www.axiell.se/produkter-tjanster/for-lantagare/axiell-meroppet/ http://www.helmet.fi/en-US/Libraries_and_services/Selfservice_libraries http://axiell-danmark-as.e-mailing.se/111928/ZgVM66dL/Abne-biblioteker-giver-tilfredse-brugere? http://www.fobid.nl/sites/fobid/files/FOBID%2019.16%20fin%20%20NL%20Library%20 Statistics%20%202014.pdf http://slks.dk/fileadmin/user_upload/0_SLKS/Fotos/Biblioteker/Biblioteker_div/8._Oversigt_ over_aabne_biblioteker.pdf This page intentionally left blank       Index ‘Note: Page numbers followed by “f” indicate figures, “t” indicate tables, and “b” indicate boxes.’ NUMBERS 24/7, 7–10, 26–27, 43, 48–49, 65, 67–68, 82, 88, 124, 126, 138 3M, 47 A Aabø, 15–17 Aalborg, 26, 29–30, 32–33, 47, 52–54, 115–116, 141, 150 Academic library, 1, 38–39, 125, 138 Academic library users, 126, 139 Aperio, 74 Architecture, 46–47, 116, 158 Arnardottir, Freyja, 145–146 Australia, 69 Automated self-delivery and self-check out, 3, 47, 69, 161 Axiell, 50, 73–74, 98, 155, 158 B Bacchi, Carol, 35–37 “Backstage” and “frontstage”, 90–91 Belgium, 18, 49–50 Better libraries 2013-national results, 78–80 BIBITS, 57 Bibliotek, 84–87 Bibliotheca, 25, 30–31, 40–41, 50–51, 62, 71, 73–75, 97–98, 103–105, 120, 124, 134f, 155 Big user, 79 Björneborn, Lennart, 91–92 Black, Alistair, 44–47 Blaagaard branch library, 141 Bokomaten, 65 Book vending machine, Book mobile, 4, 33, 75 Bording branch library, 143–144 Bornholm, 12b–13b, 54 Borrower, 79 Box 1-1, 12b–13b Box 1-2, 14b Box 1-3, 20b Box 2-1, 52b Box 3-1, 81b Box 3-2, 85b–86b Box 3-3, 86b–87b Box 3-4, 106b Box 4-1, 115b Box 4-2, 117b Box 4-3, 133b Box 4-4, 139b Box 4-6, 142b Brukeradfærd på storbybibliotekerne, 84, 132 Budget cuts, 11, 22, 26–28, 30–31, 35, 77–78, 88, 100 C California, 65 Canada, 49–50, 65 Catholic, 18 CCTV, 7, 11, 20–21, 23–24, 61, 73–74, 83, 97, 100, 123–124, 138, 157 China, 1, 18, 39–40, 48, 68–69, 113, 124 Christiansfeld branch library, 137–138, 144 Classification, 45, 92, 118, 152 Cognitive legitimacy, 110 Cologne, 59 Commuters, 13–14, 33, 66–67, 99, 107, 114, 126, 157, 161 Confucian, 18, 124 Contra Costa County Library, 65 Copenhagen, 17–19, 52–54, 81, 101, 113–114, 115b, 121–122, 141, 150–151 Cordura, 40–41, 50–51, 71, 72f, 73–75, 77–78, 120f–122f, 120, 123t, 124–126, 155 Cost components, 103–104 172 Costs, 74–75 Creative class, 109–110, 113–114, 117, 126 Critical Incident Technique, 66 Critical succes factors, 40, 78, 149–154, 162 Cultural policy, 35–36, 88, 119–120, 162 “Cultural super user” segment, 118–120 Index Figure 4-4, 131f Figure 4-5, 134f Finkenwerder, 58–59 Finland, 7, 18, 21, 41, 54–55, 65, 74, 82, 85b–86b, 107, 111, 122, 124 Foucault, Michel (1926–1984), 37, 44–45 France, 18 D Dahlkild, Nan, 46, 151 Danish Library Association, 26–27, 53–54, 77–78, 107, 127 Dedicated user, 79 Definition of an open or staff-less public library, 10 Deildok, Monica, 57 Democracy, 44–45, 89–90, 93, 109, 123–124 Democratic, 44–46, 90, 94 Democratic role, 14–15 Denmark, 1, 6, 12b–14b, 27, 44, 51, 53t, 77–82, 114, 117b, 123t, 133b, 137t, 139b, 140, 157 Depopulation, 29, 126, 157 Disabled residents, 24 Discourse analyses, 35–36 Drive-in user, 146 Dronninglund, 126–127 Dyrøy, 56–57 E Early birds, 126 Edinburgh, 17, 19 Egedal, 74 Ejstrupholm branch library, 143–144 Elding, Kristina, 59–60 Engesvang branch library, 143–144 Engström, Lisa, 81 Ethnic minorities, 120–122, 162 Evidence-based, 36 Experience society, 96, 102–103 F Farsley library, 62 Figure 1-1, 3f Figure 2-1, 53f Figure 4-1, 120f Figure 4-2, 121f Figure 4-3, 122f G Gaps, 102 “Garbage can” model, 157 Generalized trust, 93–94, 96 Germany, 4, 18, 21, 46, 58–59, 69, 74, 103, 123–124, 139 Gjern, 47–49, 51, 52b Gladsaxe libraries, 14b, 133b, 139b GNP, 18 Goffman, Erving (1922–1982), 90–91 Go-Go-library, 65 Government agencies, 21, 34, 106 Grønlands Torv branch, 141 H Hamburg, 18, 58–59, 123–124 Hareskov, 20b Helsinki, 55, 84, 85b–86b Herdal, Harald (1900–1959), 45–46 High trust country, 18 High-intensive meeting place, 16–17 Hjalmarson, Per, 26 Homeless people, 140 Human rights, 23, 34, 109–110 Hvenegaard Rasmussen, Casper, 94 Hämeenlinna branch library, 54 Haase Svendsen, Gunnar Lind, 15–17 I Ikast-Brande, 27, 143–144 Implementation, 7, 25, 27, 31, 81b, 89, 100, 104, 143, 153, 155–161 Incidents, 31–33 Innovative public library services – staff-less or staff-intensive, 80 Interior design, 47, 80, 150, 152 Ireland, 18, 21, 25, 62, 74, 107, 109 Islamic, 18 Index 173 J M Japan, 1, 18, 39–40, 49–50, 113, 124 Jochumsen, Henrik, 94 Just staff-less, 101 Jægersborg, 120–122, 136, 151–152 Kann-Rasmussen, Nanna, 35–37, 80–81 Kiosks, 5, 31, 73–75 Knauer, Claudia, 59 Knitting Café, 95 Kolding library, 144 Krell, Annelie, 60 Kävlinge municipality, 61 Majorstuen, 132 Male parents, 66 Marketing, 94, 152, 155 Middle class families, 96 Misbehavior, 139–140 Moos-Bjerre & Moos-Bjerre, 78, 89, 118–119 Moral legitimacy, 109–110 More opened, 2, 7, 9, 26–27, 50, 57–58, 60–61, 82–84, 88, 96–101, 114 Movement patterns, 145–146 Museums, 9, 56–57, 63, 100 Mynämäki, 54–55 L N Lambertseter, 132 Langeland, 24–25, 120–122, 122f Larsen, Mogens, 51 Lauridsen, Jens, 27 Leaders, 107 Leeds, 62 Legality, 34, 108–110 Legitimacy, 80–81, 108–110 Lending machines, 65 Libraries minus librarians, equals what?–A comparative user-oriented study of staff-less public libraries in Denmark and Sweden, 82 Library and Information Science Abstracts, 2–3 Library anxiety, 92 Library history, 43–49 Library Management System (LMS), 72, 156 Library-a-Go-Go, 4, 65 LISA, 4t, 5–6 LISTA, 5, 5t Loans, 78, 132–134, 133t, 137t–138t Local community development, 94 Local politicians, 1–2, 21, 25, 29, 47, 106, 142b, 143–144, 157, 161 Low trust country, 18 Lunderskov branch library, 144 Lundsgaard-Leth, Martin, 143–144 Lyngby-Taarbæk, 117b Netherlands, 1, 49–50, 59 Neumarkt, 59 Never staffed, 8–9 Newpubliclibrariesnews.com, 23 Night hawks, 126 Norway, 2, 7, 18, 41, 56–58, 69, 77, 84, 86b–87b, 122–124, 123t, 132 Nudging, 11, 151 Nørre Snede branch library, 143–144 K O Oldenburg, Ray (1932–), 89–90 Olika syn på saken Folkbiblioteket bland användare, icke användare och personal, 101–103 Open access revolution, 44, 68 Open libraries, 1–10, 43–149, 156, 161 Open libraries—a mapping project, 77–78 Open library revolution, 6, 47 Open mobile library, 75 Open shelves, 37, 45–46 Open+, 31, 74 Oslo, 113, 132, 141 P Panoptic design, 47 Panoptical library design, 151, 153 Particularized trust, 93 Per Hjalmarson, 26 Personae, 79 Personalized login, 152–153 174 Peterborough, 6, 8, 23, 26, 30–31, 103–104, 106b, 140–141, 140b Petersen, Finn, 114 Picture 3-1, 72f Police, 25 Pragmatic legitimacy, 109 Protestant, 18, 63, 124 Putnam, Robert D (1941–), 15, 19 Randers, 76, 131 Randers Library, 76 Ranemo, Cecilia, 59–60 Remote Locker, 75 Researchers, 107–108 Resistance, 53–58, 61 Review of the open library concept in UK public libraries, 103–105 RFID, 1, 31, 48–49, 74, 111, 138, 162 Roberts, Lisa, 6, 31, 62, 140b S Saunders, Clarence, 63–64 Security, 10, 47, 73 Self-service, 2–6, 28, 43, 45–46, 54–55, 59, 73, 158 Self-service checkout, 63 Self-service technologies (SSTs), 6–7, 64–65 Serendipity, 11, 46, 91–92, 146, 158–159 Service quality counter argument, 33–34 Shanghai, 48 Silkeborg, 47–48, 76 Singapore, 1, 39–40, 48–49, 51, 96, 113 Skot-Hansen, Dorte, 94 Skåne, 60, 87, 89, 95, 97–99, 141, 145 Slanted shelves, 11, 153 Sligo county (Ireland), 25 Social capital, 6, 15–19, 88, 90, 93–94, 123–124, 161 Sound-scapes, 150 Spain, 74 Spydeberg, 84 Spydeberg library, 86b–87b Staff, 119 Staff-less, 1–2 Staff-less libraries–a concept for all?, 87–96 Staffless libraries–recent Danish public library experiences, 78 Index Stakeholders, 21, 32, 69, 71, 105–108, 161–162 Stavern branch library, 56–57 Strategies, 40, 80–81, 110, 113, 116, 149, 162 Student, 126, 139, 150 Suchman, Mark, 108–110 Supermarket, 6, 43, 68 Survey of more-opened in public libraries in Finland, 82–84 Sweden, 2, 4, 7, 10, 18, 20–21, 25–27, 47, 50, 59–60, 61t, 77, 82, 84–103, 105, 107, 114, 116, 141, 156–157 Swedish library association, 61 Switzerland, 49–50, 74 Sønderborg, 54, 130, 142b, 145 T Table 1-1, 4t Table 1-2, 5t Table 2-1, 50t Table 2-2, 53t Table 2-3, 61t Table 4-1, 123t Table 4-2, 125t Table 4-3, 130t Table 4-4, 133t Table 4-5, 135t Table 4-6, 136t Table 4-7, 137t Table 4-8, 138t Taiwan, 1, 18, 21, 39–40, 47, 68–69, 96, 113, 124, 149 Tanning salons, 38–39, 68 Teller machines (ATM), 68 Thanks the more opened library there exists a library even for me, 96–101 The Libraries of the Future–target group oriented knowledge for library development, 78 Theft, 63, 99, 113–114, 141–143 Third place, 15, 40, 89–90, 152, 159 Thorhauge, Jens, 6–7, 19, 106 Tinnesand, Svein Arne, 56 Tjøme, 58 Tokyo, 48 Trade unions, 21, 107, 162 Transformative Library, 71, 75–77, 124 Trust, 6, 17–21, 100, 124 Index U United Kingdom (UK), 1, 5–6, 18, 21, 26–27, 30, 33, 44, 46, 62, 74–75, 101, 103–105, 106b, 124, 141, 162 United States, 18, 20–21, 46, 62–65, 69, 74, 93, 114, 124 Unstaffed, 51–52, 129, 134–136 Users, 20b, 27–28, 78–79, 90–91, 102–103, 106, 128 V Vainio, Mikko, 84 Values, 104 Vamdrup, 29–30, 134, 137–138, 144 Vandalism, 19, 52–53, 55, 58–62, 83, 113, 116, 140–144, 150 Vantaa, 84, 85b–86b Vantaa City Library, 56 Varde Library, 75 Veberöd, 60, 84–87, 89, 95–100, 102 Vegårshei, 58 175 Viborg, 77 Video surveillance, 7, 25, 47, 72–73, 97, 100, 123, 156–157 Vårheim, Andreas, 15–17, 88, 93–94 W Wallin, Sam, 33 Warm shelter, 140 What works, 37 Winning pro open library coalition, 162 World Value Survey (WVS), 17–18, 124 WPR, 35–36 WPR policy analysis, 36 X Ximen Intelligent Library, 48 Y Yacolt, 33, 62, 114, 141–143 Ylitornio, 54 Ytte Larsen, Vagn, 26–27 This page intentionally left blank       ... the open libraries, resistance and critique have Staff-Less Libraries http://dx.doi.org/10.1016/B978-0-08-101923-8.00001-0 Copyright © 2017 Elsevier Ltd All rights reserved 2 Staff-Less Libraries. .. opened” instead of staff-less or “open” is frequently used Also in Denmark, staffless libraries are more often referred to as “open libraries than as staff-less or “unstaffed” libraries Such... only staff-less opening hours Using their distinctions, 1.7% of the Danish staff-less public libraries were “unstaffed” in 2016 The Staff Has Important and Necessary Functions in Staff-Less Libraries