Users' experiences of the People's Network workstations in Conwy Public Libraries

Purpose – The purpose of this research is to explore usage of the People's Network in Conwy Public Libraries in Wales, concentrating on the motivation for use and users' reaction to general and specific issues related to the People's Network and the library environment. Design/methodology/approach – A mixture of qualitative and quantitative methods were used to build up a rounded picture of levels of usage as well as the subjective experience of the user. The prime instrument for data gathering was a self‐completion questionnaire distributed to 82 users. Findings – Indicates that usage levels have increased and at times, demand is high. Data gathered as a base for the investigation shows that the computers are being used legitimately and purposefully. Although reactions to the People's Network are overwhelmingly positive, disadvantages such as disruption, lack of privacy, technical problems and having to wait for computers are identified. Practical implications – A useful exercise in measuring the reaction to the People's Network in one library authority, complementing similar studies in other public library authorities. Originality/value – This paper offers methods for evaluating user reaction to service development and highlights problems and solutions to the introduction of the People's Network in one library authority in Wales.