“Somebody has to be the Front Line:” Public Library Staff and Social Service Assistance
Hosted by South Central Library System.
This webinar will share findings from my dissertation research on the critical role of public library staff in supporting community members beyond traditional library services. I interviewed 21 library staff in Wisconsin to learn how they assist patrons in navigating social services, such as sharing information about applying for government programs, helping people access online resources, or connecting them with local supports. Despite sometimes working with limited time and staffing, library staff find ways to meet patrons’ needs, making important decisions every day about how best to help. This study highlights the essential contributions of library staff as trusted, frontline community workers who connect people to vital resources.
Emma Flanagan received her PhD in Human Ecology from the University of Wisconsin–Madison in May 2025. Her dissertation, “Policy by Design: Unpacking How Implementation Decisions Shape Social Service Experiences,” examined how policies are put into practice and how those decisions impact people navigating social safety net programs. As part of this work, she interviewed public library staff about their critical role in helping patrons access resources. Emma is currently a policy analyst with the Wisconsin Birth to 3 program in the Department of Health Services.