1. Social Capital, Trust and Organisational Effectiveness: Discrepancies between users’ service preferences and the library system’s construction of their needs Niels Ole Pors Royal School of Library and Information Science, Denmark

2. The data A nationwide survey of 998 high school students and their use of libraries and information resources A public library study of over 1000 users and non users in a municipality (Furesoe: 40 000 citizens)

3. User characteristics in the municipality Females (62%) 85 % is over 30 60 % has a long education Stay at library under 15 minutes (63 %) One third uses also other libraries 50 % uses the internet as a gateway or intrance to the library Over 40 % uses bibliotek.dk (a national online catalogue with the holdings of all libraries)

4. Activities during the library visit

5. I came to the public library today for % of the user groups 1A specific book44 2Literature on a subject21 3A certain kind of novels27 4A specific audio CD8 5A certain kind of music7 6A specific film5 7A certain type of film4 8A certain (playstation) game2 9Advice, reference or other informational activities12 10Exhibitions, meetings, educational activites7 This is due to IT and poses a very heavy problem for libraries

6. FuresoeHow successfull were you? & satisfaction with today’s vsit (very satisfied and satisfied) I came today forAllSomeNothing 1A specific book988865 2Literature on a subject977770 3A certain kind of novels989257 4A specific audio CD9810086 5A certain kind of music979489 6A specific film100 75 7A certain type of film1008372

7. Priorities based on pairwise comparisons Present opening hours Longer opening hours More music More copies More fiction More computers More reading places Longer & more self service More books More films & dvd A broader range More non fiction More reading places More places for relax

8. The library cardless persons 50 % classifies themselves as library users

9. Perceptions public library 1 (cardless citizens)

10. Perceptions public library 2 (cardless citizens)

11. High school students priorities of PL’s services In terms of importance importance 0 - 100 Ranking Collection of fiction556 Collection of non - fiction624 Collection of film3710 Collection of music418 PC3414 The homepage3414 Study places3313 Wireless network409 Group work facilities3511 Places for relax437 Exhibitions, lessons2815 Quite and peacefull places595 A kind and polite service721 Ambience643 Distance672

12. The many discourses of the library profession Enlightnement Social inclusion & integration Mean for democratic development Learning spaces & information literacy Meeting areas – social room Information navigator Quality –Constructing the user based on rationalistic ideas of proper information behaviour or the autopoeisis (self referentiality) of the system

13. Social capital and libraries Stimulating SoCap through ”libraries as places” – the library as the third place Facilitate the cohesiveness of society through activities directed towards more or less marginalised groups –The focus is on the library as the actor and facilitator, creator of SoCap

14. Social capital A trans-disciplinary concept with roots in economics, political science and sociology Different dimensions of the concept –Transaction costs –Societal cohesiveness and institutions –Networks and norms Levels –A societal level and an individual level

15. Problems with SoCap Definitional problems The dark side of SoCap Measurement problems Problems with causality

16. Social capital defined Trust directed towards individuals, groups and institutions Trust can be defined as an expectation about peoples’ and institutions’ behaviour and the behaviour’s conformance to established norms –General trust –Trust in institutions Correlation between the two levels

17. Dimensions of organisational effectiveness Goals Stakeholders Decisions System Resources Staff Customers

18. Organisational effectiveness is played out in a room with Low trust relations Managerialism Emphasis on staff competencies and empowerment Increasing stricter control mechanisms Accountability Structural changes De-coupled systems (loose connected systems)

19. Conclusion Trust is related to expectations and experiences Trust is probably a relevant concept in relation to information behaviour Trust is probably related to fullfillment of information needs Trust probably influence choices of information resources employed Trust is probably related to institutions’ degree of effectivenss, efficiency, perception of competencies and positive personal interaction And finally trust and social capital are concepts that will be more fashionable the coming years