WHAT DRIVES TRUST IN PUBLIC LIBRARIES? APPLYING THE OECD FRAMEWORK TO U.S. PUBLIC LIBRARIES AND SERVICES

Abstract

Existing research has examined trust in librarians and information resources, and while they are both highly trusted, fewer studies have measured trust in public libraries as institutions or identified the perceptions that shape that trust. This study measures trust in American public libraries and identifies perceptions of public libraries that contribute to trust. The goal of this research is to capture current trust metrics for public libraries in the United States, and to better understand reasons and perceptions that drive that trust. An open-ended question also captures qualitative data on respondents’ reasons for trusting or not trusting public libraries. Data were collected through an online survey which was completed by 449 respondents. The survey was designed using the Organisation for Economic Co-operation and Development’s (OECD) frameworks for trust. Survey questions asked respondents to rate their level of trust in public libraries, explain why they generally trust or do not trust libraries, and rate their level of agreement or disagreement with a series of statements aligned with the OECD’s drivers of trust (i.e., reliability, responsiveness, openness, integrity, and fairness). The relationship between trust ratings and drivers of trust was analyzed using correlation and regression models. Open-ended responses were analyzed using thematic analysis. The study finds consistently high levels of trust in public libraries and related aspects (local library, library staff, information, services, collections, and programs). Regression analyses identified fairness, openness, and reliability as the strongest predictors of trust in public libraries. Respondents reported a number of consistent reasons for trusting public libraries, including free access to resources, libraries’ contributions to community good, and having no reason not to trust them. Trust was high among both library users and non-users, although it increased slightly in relation to usage. The findings suggest that public libraries are trusted, not only for what they provide, but also for what they represent as public institutions. They also suggest that trust extends beyond recent usage and is also shaped by broader institutional perceptions.