Transforming library services: Employee adaptation, expectations, and the role of collaboration

Libraries have evolved from basic information providers to institutional embodiments of social solidarity and inclusiveness, addressing individuals' sociocultural, psychological, and economic issues. Public and university libraries in Turkey and worldwide are facing a progressively diversified customer demographic, altering both the range of services and the functions of their personnel. Individuals seeking assistance from libraries with complex needs, including poverty, homelessness, migration, insufficient computer literacy, and psychosocial challenges, anticipate support that extends beyond conventional information services. In this setting, it is imperative for library personnel to assume both technical and socially responsible duties. This study examines the emerging customer demographics and service requirements faced by personnel in university and public libraries, grounded in the principles of socially responsible librarianship. A survey was created to offer novel insights into an underexplored area, and the training, support, and collaboration requirements of the staff were statistically evaluated. The results indicated that personnel in public libraries encounter heightened psychosocial pressures and hence necessitate increased support and training. University libraries identified digital services, technological access, and academic support as critical needs. The study indicates that libraries must be reorganized in response to social transformation, and that enhanced interprofessional collaboration can elevate service quality. Moreover, it underscores that various library types cater to distinct user groups, necessitating the restructuring of libraries and the enhancement of interdisciplinary collaboration. This study provides distinctive insights into the changing roles of librarianship.