Collaborative connections: Designing library services for the urban poor

Abstract

Urban public libraries have implemented many changes in response to modern information technology. Although these changes have met the needs of many users, some users have been disenfranchised, particularly those who prefer to interact with information orally. This article reports findings from the Oral Present, a 3-year research project focusing on one such group, the urban poor. This project employed a participant-action method that involved interviews, observations, surveys, and a focus group with various stakeholders. The findings center around how libraries are meeting the information needs of the urban poor and how such services can be better designed and evaluated. These findings cohere as “collaborative connections,” a model for information provision to the urban poor. This model provides guidance for libraries to establish partnerships with other community agencies to effectively meet the information needs of underserved populations.