Library services and staff attracted much praise, with generally high ratings and strong support for maintaining and improving local library services.
Core services:
- physical books remain central, with high satisfaction in borrowing and requests from other Cumbria Libraries
- library users value variety in genres, new titles, large print, and children’s books, plus initiatives like the summer reading challenge
- some smaller branches are seen as having limited collections; calls for more diverse titles, better displays, and expanded stock exchange
- young adults feel underrepresented in materials and the general offer
- complimentary services including free Wi-Fi, children’s play areas, hearing aid batteries, and free sessions were appreciated
- staffing shortages impact query handling and constrain opening hours in smaller libraries
Promotion and communication:
- many users are unaware of the full range of services; better advertising of events, services, and opening times is needed
- suggestions include email newsletters, community-space posters, and less reliance on social media
Facilities and building condition:
- libraries are generally welcoming and safe, but some buildings feel dated, cramped, or poorly maintained
- requests for brighter décor, improved lighting, updated carpets, clearer signage, artwork, inviting entrances, and refreshment areas
- provision of customer toilets and baby-changing facilities are a recurring ask
- noise from disruptive visitors can be intimidating
- main library buildings fare better than link buildings in user perceptions
Technology and digital services:
- BorrowBox users praise its ease of use but want more titles, shorter waitlists, and better browsing/filtering; Kindle support is requested. Expansion to E-Press content was requested by some
- photocopying/printing is seen as complicated, unreliable, or expensive; prepayment accounts could help
- the website and catalogue are sometimes hard to use and would benefit from redesign; digital skills workshops, including Borrowbox, and clearer instructions would support unfamiliar users
- self-service tech cannot fully replace staff assistance
Accessibility and barriers:
- lack of lifts and upper-floor access hinders those with mobility and other access issues
- limited audiobook availability affects neurodivergent and print-impaired users who rely on alternative formats
Opening hours and location:
- frustration with inconsistent and limited hours, especially at smaller branches; demand for evenings, weekends, and no lunchtime closures
- support for remote/mobile/outreach services to reach rural, elderly, disabled, and caregiving populations
- desire for out-of-hours returns drop-boxes at community venues
Community engagement and events:
- libraries seen as vital community hubs offering social activities; more events would be welcomed
- suggested programming: author visits, poetry readings, storytimes, crafts, writing competitions, creative workshops, and educational talks
- timing, location, and promotion of existing programmes need improvement
- some worry that income-generating events could disrupt a peaceful library atmosphere
Service development and strategic ideas:
- calls for varied events (talks, workshops, language cafés, book clubs) at diverse times to suit all ages/ interests
- desire for refreshment areas or cafés and more social spaces to encourage interaction, especially among young people
- need for additional quiet study spaces and comfortable seating
- popular ideas include charging for workspace hire, co-location with other organisations, and mobile/ outreach services for remote areas
- opinions split on sharing space with non-library services; some value additional support, others fear loss of the library’s core identity