SOCIAL AND DIGITAL EMPOWERMENT OF

VULNERABLE LIBRARY USERS OF THE

MURCIA REGIONAL LIBRARY, SPAIN
Empoderamiento social y digital de los usuarios en
riesgo de exclusin de la Biblioteca Regional de
Murcia, Espaa
Jos-Antonio Gmez-Hernndez, Manuel Hernndez-Pedreo and Eduardo
Romero-Snchez
Nota: Este artculo se puede leer en espaol en:
http://recyt.fecyt.es/index.php/EPI/article/view/54692/33296

Jos-Antonio Gmez-Hernndez, PhD in arts with honors and bachelor in contemporary history,
has been a professor of librarianship since 1988 at the University of Murcia (UM), where he cu-
rrently teaches on library management and on educational and cultural services. Previously he
was the dean of the Faculty of Information Studies, director of Editorial and Cultural Services, and
vice-chancellor of Communication and Culture. In his early career years, he worked as a librarian
at UM. His publications include La informacin y las bibliotecas en la cultura de masas, Estrategias
y modelos para ensear a usar la informacin and Gestin de bibliotecas.
http://orcid.org/0000-0003-4532-1142
Universidad de Murcia, Facultad de Comunicacin y Documentacin.
Campus de Espinardo. 30100 Murcia, Spain
jgomez@um.es

Manuel Hernndez-Pedreo is a professor of sociology at the University of Murcia (UM), has a

degree in economics and a PhD in sociology. He publishes frequently on inequality and social
exclusion and especially on disadvantaged groups such as immigrants, women, youth, homeless
persons, or persons with disabilities. He is the director of the Social Exclusion Observatory of the
UM, and has participated in the project European network of social quality indicators promoted
by the European Foundation on Social Quality. He has obtained the National research award 2015
of the Economic and Social Council of Spain for his study Inequality, poverty and social exclusion:
coordination and evolution of public policies in Spain.
http://orcid.org/0000-0001-5243-0481
Universidad de Murcia
Facultad de Economa y Empresa, Departamento de Sociologa
Campus de Espinardo. 30100 Murcia, Spain
manuel@um.es

Eduardo Romero-Snchez has a degree and a PhD with honors in pedagogy from University of
Murcia (UM), where he is professor of the Faculty of Education. He has been a visiting professor at
the Institute of Education of the University of London, and at the Autonomous University of Baja
California (Mxico). Member of the research staff of the Social Exclusion Observatory of UM and
pedagogical advisor of postgraduate medical education in primary care. His publications focus in
two research topics: medical education and moral education.
http://orcid.org/0000-0001-5090-0961
Universidad de Murcia, Facultad de Educacin
Campus de Espinardo. 30100 Murcia, Spain
eromero@um.es

Manuscript received on 09-09-2016

Accepted on 08-11-2016

20 El profesional de la informacin, 2017, enero-febrero, v. 26, n. 1. eISSN: 1699-2407

 Social and digital empowerment of vulnerable library users of the Murcia Regional Library, Spain

Abstract
This research is based on two qualitative techniques applied to further understand the levels of digital risk or empower-
ment of vulnerable users visiting Murcia Regional Library. Library users and staff, social workers, and the three most recent
library managers were interviewed; participatory observation was applied. We studied the exclusion factors of users, their
motivation for using library services, and their information and digital competencies. We conclude that these persons use
the library primarily as a center for both leisure and media Internet purposes and also occasionally to study or job search.
Nevertheless, and above all, they value the library as a comfortable, normalized, and inclusive space, in which they feel
integrated and where, without limits, they can stay for leisure or practical purposes.
Keywords
Murcia Regional Library; User studies; Public library; Vulnerable users; Digital divide; Digital literacy; Digital inclusion.
Resumen
Para conocer el grado de empoderamiento o riesgo de exclusin digital de los usuarios en situacin vulnerable que acuden
a la Biblioteca Regional de Murcia se dise una investigacin cualitativa basada en dos tcnicas: la entrevista (a usuarios,
a personal bibliotecario, a tcnicos de entidades sociales y a los tres ltimos directores de la biblioteca) y la observacin
participante. Estudiamos los factores de exclusin de los sujetos, sus motivaciones para utilizar los servicios bibliotecarios
y su valoracin de los mismos, as como su nivel de acceso a las tecnologas y su competencia digital. Se concluye que estas
personas, aunque utilizan la biblioteca primeramente como centro de conexin a Internet con fines tanto de ocio como de
comunicacin y de estudio o bsqueda de empleo, valoran tambin la socializacin que logran en la biblioteca como espacio
confortable, normalizado e inclusivo en el que se sienten integrados y donde se desenvuelven sin limitaciones para fines
ldicos o funcionales.
Palabras clave
Biblioteca Regional de Murcia; Estudios de usuarios; Biblioteca pblica; Usuarios en situacin vulnerable; Competencia
digital; Brecha digital; Inclusin digital.

Gmez-Hernndez, Jos-Antonio; Hernndez-Pedreo, Manuel; Romero-Snchez, Eduardo (2017). Social and digi-
tal empowerment of vulnerable library users of the Murcia Regional Library, Spain. El profesional de la infor-
macin, v. 26, n. 1, pp. 20-32.
https://doi.org/10.3145/epi.2017.ene.03

1. Introduction sojourns into empty spaces and study lounges; meetings

and working groups; consultations; reading promotional
This work explains how the digital resources of the Murcia activities; training workshops; loans of portable computers,
Regional Library (hereafter, the BRM), in terms of its social chargers, calculators, and e-readers; and free Internet ac-
function, are used by those in vulnerable social situations. cess. They are services which help people with services that
Such a social function, which is a given in public libraries, has they most need, keeping them connected and supporting
been accentuated in the financial crisis years, with a notable their need for information, communication, and learning.
increase in the number of economically and digitally preca-
rious users. To accommodate and welcome them promotes This evolution, due to the Financial Crisis and the growth of
the library as a place of integration and social cohesion. social inequality, has taken the course of access to informa-
tion and technologies. While a broad sector of society in-
The data indicates that, overall, in Spain, the number of li- tensifies its digital consumption with ample private connec-
brary visits and of loans is beginning to descend. This has tivity, another sector lacks the resources for that and needs
two general causes: On the one hand, the budgetary cuts for support from a public service such as the library so as not to
the acquisition of new books and the closures of some libra- be socially and digitally excluded.
ries and service points. On the other; changes in the man-
ner of access and the usage of library products (especially This digital inequality makes obvious the various dimensions
audiovisuals), the amplification of intelligent telephones, of this exclusion and the needs of the latter group of users.
and the considerable degree of connectivity of users with The objective is to adapt the services; contribute to the in-
economic means. But, at the same time, there was conside- clusive processes; to reduce, as far as possible, the digital
rable growth in the number of Internet sessions facilitated divide defined as the new divisive factor which results, as
by public libraries such as portable computer loans and the much from the lack of access, as from the lack of capability
unrestricted use of their wifi networks. for the efficient and meaningful use of information.
One is led to think the library is re-orientating its function. This analysis focuses on the BRM because it is the citys re-
Although loans continue in importance, there has been a ference library. It is an accessible, prized building with mo-
growth in interest for other services of a social, technologi- dern installations, ample and comfortable spaces, and it is
cal, educational, or cultural value. These services range from within a neighborhood of good public transportation servi-

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Jos-Antonio Gmez-Hernndez, Manuel Hernndez-Pedreo and Eduardo Romero-Snchez

ce. It is always well attended and its generous open hours - Evaluate the relationship between the library services and
include Sundays (this was only until year 2012). Moreover, the process of social and digital inclusion of such persons
it has been implementing innovative social and educational at risk of exclusion.
programs in intercultural and employment mediums, such
as Bivblioteca para todos1, Quitapesares2, Biblioteca Punto 3. Methodology
de empleo3, and Qu sabes4 (Gallo-Len, 2008; Castillo- The strategic methodology is based on two qualitative te-
Fernandez, 2010). When it was realized that, in recent years, chniques: the semi-structured interview and participant
some 700 people in the process of requesting a library card observation, since they allow for the capture of the view-
had indicated that their residence was a Murcian homeless point of those who intervene in the social and cultural
peoples hostel (Gmez-Hernndez, 2016), the Librarys ma- function of the BRM. Moreover, the state of this matter
nagement agreed to investigate such users with the dual is reviewed beginning with the Annual report of the BRM,
purpose of knowing the tasks necessary for the social and Library statistics (INE, 2015), and from Spanish public libra-
digital inclusion of these groups and to progress with imple- ries in numbers (Ministry of Education, Culture and Sport,
mentation guidelines. 2015).

2. Objectives Interviews were carried out on two types of agents asso-

ciated with the usage of the BRM and considered to be key
The general objective is to analyze the information and di- informants: professionals and users. With respect to the
gital behavior of the BRM users in vulnerable situations, first group, 17 were interviewed, among them professional
contextualized between an inclusive library vision and a librarians, information and loan desk assistants, and securi-
conceptual framework of their social exclusion. And more ty personnel (referred to as TB1 to TB7 when quoted), the
specifically, to: three most recent directors (D1 to D3), and two experts
- Know the effects of the Economic Crisis on the incorpora- from social organizations which work with the population
tion of vulnerable users into the BRM. sector that is the object of this study (TES1 and TES2). In
- Define the levels of access and usage of information and regards to the vulnerable users, nine with different degrees
communication technologies (henceforth ICT) and to of social risk were interviewed (U1 to U9). Sub-categories
measure the degree of digital acquisition of the users at of these nine were social risk (two of exclusion and seven
risk of exclusion. of vulnerability please refer to section 4.1 for a definition),

Qu sabes? program (see Note 4) Quitapesares program (see Note 2)

22 El profesional de la informacin, 2017, enero-febrero, v. 26, n. 1. eISSN: 1699-2407

 Social and digital empowerment of vulnerable library users of the Murcia Regional Library, Spain

age (between 25 and 62), gender

(six men and three women), and
nationality (five Spaniards and
four foreigners). The procedure
followed in the interviews was
semi-structured, and the inter-
views were carried out between
February and June 2016.
Participant observations were
carried out by nine students in
the final year of their respective
graduate courses in information
& documentation science, peda-
gogy & social work (O1 to O9).
Six were women (one was Mo-
roccan and another Colombian)
and three men. After receiving I, Daniel Blake (Ken Loach, 2016)
methodology training, the obser- https://vimeo.com/188997363
vation of participants was carried
out from the 24th to the 30th of
April 2016 during the BRM operational hours. The observa- cial integration, for the active exercising of citizens rights,
tion type was passive (acting as anonymous users), with the and is produced when people accumulate social disadvan-
exception of one of them (O7) who was an active partici- tages in a series of crucial domains or dimensions. It is a
pant, interacting to a large extent with users and experts in matter of a process rather than a stable situation and has at
five distinct areas; the access zone or the entrance steps, least three levels or stages. These range from:
the main hall (the control, information, press, and loan - an integration situation (where work and social relations
zone), the interior media hall (the computer and internet are strong) to a
center), and the exterior media hall, an open one frequen- - vulnerable situation (characterized by a precariousness
ted by long-time regular users, pre-2008-crisis local resi- relative to work and by the fragility of relational support)
dents. Other zones included restrooms, the childrens room, and then to
and reference counter. - an exclusion situation (of marked marginalization, of alie-
nation, in which the most disadvantaged circulate) (Cas-
tel, 2004).
The lack of access and digital competen-
ce limits or precludes knowledge, com- Seven dimensions of exclusion have
munication, relationships, work, or the been identified: economic, workplace,
exercise of rights training, social health, residential, rela-
tional, and participative

4. Theoretical framework
Seven dimensions of exclusion have been identified (Her-
4.1. Social exclusion and the digital divide nndez-Pedreo, 2008). These conform to personal and
social trajectories and between them there exists a strong
After the Economic Crisis of the 1970s in Spain the desig-
connection:
nation of social exclusion was used in sociology as a des-
cription of vulnerable individuals and groups, supplanting - economic
the previous concept of poverty. The new focus better - workplace
reflects the situations which make life with dignity difficult, - training
and which must be viewed relative to scarcity of economic - socio-health
earnings (Subirats; Brugu; Gom, 2002). - residential
- relational, and
Social exclusion is defined as: - participative.
structural, dynamic, multi-faceted, and multi-dimensio-
Indeed, the weighty contribution of the ICT into all facets
nal which includes an individual component and which
of life gives rise to an eighth dimension of exclusion: Tech-
is approachable by way of social policies. It occurs for
nology or the digital divide which has been identified in
structural reasons (such as economic and social changes
the sociological domain by Raya-Dez (2007). As its reflec-
which have been produced in technological societies),
ted in the film I, Daniel Blake (Ken Loach, 2016) the digital
and not only through individual factors (Laparra-Nava-
divide is a factor which increases vulnerability. This is be-
rro et al., 2007).
cause the lack of access and competence limits, or preclu-
It constitutes a process of distancing from a situation of so- des, knowledge, communication, relationships, work, or the

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Jos-Antonio Gmez-Hernndez, Manuel Hernndez-Pedreo and Eduardo Romero-Snchez

exercise of rights. For these reasons, it ought to be explored library welcomes people of whatever status who can come
how they, digitally speaking, are on the edge in other social together or interact, a facility that contributes to social co-
fields. The level of digital empowerment ought to be mea- hesion. Like an agora or third place, it converts itself into
sured and understood so as to act on it. Its equalizing poten- a public plaza by democratizing social space with services
tial demands the exploration of the benefits, strengths, and which facilitate the cultivation of citizens for social, digital,
opportunities for the population group at risk of exclusion. employment, or, cultural inclusion (Gallo-Len, 2013). Li-
braries enrich public space so as to convert it into a second
Hence, technological exclusion is a dimension which, when
lounge room, a place attractive to people of all ages and
overcome, can contribute to the reduction of the remaining
social groups who revitalize the areas where they are sea-
causes of vulnerability otherwise it can act to accentuate
ted, and where anyone can pass the time and utilize services
them-. And it is not only a matter of equipment (the pos-
(Lison et al., 2016).
session of, or access to, a computer or a mobile phone), but
also of digital or information technology competence so as IFLA (International Federation of Library Associations and
to use it meaningfully and to profit from its possibilities in a Institutions) as the representative of libraries, has defen-
reflective and intentional manner in accordance with ones ded the commitment of the latter with the guarantee of
personal or collective objectives. access to information for everybody; thereby achieving
through the Declaration of Lyon (IFLA, 2014a) that this
This focus attempts to convert the information & commu-
right may be included among the goals of the 2030 Agen-
nicative technologies (ITC) into technologies for empower-
da for the sustainable development of the United Nations.
ment and participation (TEP) (Reig-Hernndez, 2012) ma-
Its concept about Internet access is expressed in the IFLA
king possible the related resolution of problems and the
Internet manifesto (2014b). The document highlights the
necessities of an economic, employment, educational, fa-
fact that libraries provide this service with comfort, orien-
mily, affection, group or citizenry nature, from the merely
tation, and support, helping to overcome the barriers crea-
functional level, to that of social transformation; incorpora-
ted by inequalities of resources, technology, and skills of
ting values of solidarity, cooperation and equality (Pimienta,
individuals. It also advocates that the Internet should be
2009; Gmez-Hernndez; Saorn, 2015).
open without ideological, political, or religious censors-
hip, nor with economic or technological barriers, so that
Libraries enrich public space so as to it may be attended by users in an appropriate ambience,
regardless of age, ethnic origin, nationality, religion, cul-
convert it into a second living room
ture, ideology, politics, physical or intellectual capability,
gender, or sexual orientation. Likewise search competence
to freely look for, use, and share confidential and indepen-
4.2. The function of libraries in social and digital in-
dent resources should be taught, intellectual and cultural
clusion
creativity promoted, as should be the economic aspect of
The concept of digital exclusion as a part of social exclusion always giving free access.
is very close to the viewpoint of library science about the
In Spain, the public library has augmented its inclusive
function of public libraries. From its origin, the public library
function in response to the context of the Economic Crisis,
has attempted to give equal access to information without
in a time of cut-backs and questioning of public services. So
barriers related to a persons economic, social, cultural, ra-
as to justify their social and economic value, the return on
cial, political, nationality, gender, or religious status. It fulfills
investment in libraries has been investigated (Gmez-Y-
the educational and cultural functions currently prevailing
ez, 2014), has been quantified in the Navarra Autonomous
and managed within the European Union for 65,000 libraries
Community (Hernndez-Snchez, 2016) and, in a study of
which some 100 million citizens frequent (Lison et al., 2016).
Barcelona Deputation, fifteen benefits of their function
A very important factor is the availability of equipments and have been described and articulated along four axes and
space for being open, free, accessible and comfortable. The two perspectives (Togores, 2014) (Table 1).

Table 1. Social benefits of libraries (Togores, 2014)

Axis Individual perspective Community perspective

Promotion & development of the habit of competent reading Preservation & awareness of local cultural memory
Cultural
Universal access to knowledge & reading Local cultural and artistic progress

Social inclusion Social cohesion

Social Inclusion of disabled persons Social capital; inherited and developing
Inclusion of cultural diversity Revitalisation of public space
Promotion & development of employment opportunities & work-
Economic Promotion & development of local economic progress
place inclusion

Educational/
Development of IT (information technology) literacy
Information Better-informed societies
Resultant digital inclusion
technology

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 Social and digital empowerment of vulnerable library users of the Murcia Regional Library, Spain

5. Results had no jobs (TB11, comment on Media room).

5.1. Economic crisis and vulnerable users in the BRM -The majority of the users for this service are foreigners
of various nationalities (from Eastern Europe, Morocco,
The initial and evident effect of the crisis was the loss to
Latin America, Sub-Saharan Africa). They occupy spots
the BRM of mediums, materials, and personnel. According
which are at the back of the room; perhaps so that no-
to the BRM records, if the 2014 library purchases budget for
body can see what they were doing (O2, Media screens
the BRM itself and for the municipal libraries of the Regional
room).
System is compared with that of 2008 we see that it reduces
from 1,763,360 to 116.584. -First of all, these people when they are in the library are
not on the streets. That is basic. That is to say, they are
BRM had 112 employees in 2010 (BRM, 2011) and by 2014
in a normalized place to which anybody can go and they
had lost 20 personnel from both the payroll and external
are occupying their leisure and free time with something
services, resulting in a 22.5% reduction in human resources
productive; they may be speaking with their family, they
expenditure. The budget for equipment renewal, cleaning,
may be watching a film; whatever they are doing, they
and other externalized services also fell, requiring an enor-
are not on the street (TES1, a social worker in a residen-
mous effort to maintain the quality of the services.
ce for the homeless).
-Intercultural mediators who had been in the municipal
libraries were laid off; that was rather hard Service
contracts were cut back, small booksellers who sold us -When people are in the library and are
books couldnt be paid a big thing (D2) not on the streets, they are in a norma-
-The Economic Crisis has been an influence because it
lized place where anybody can stay (...).
curtailed the possibility of purchases and of innovation They are told When you go there, nobo-
within the library. We havent been able to develop dy knows if you are a person in a situa-
certain very important projects. Our priority now is the tion of exclusion or not (social worker)
arrival of money to switch on the lights... We have no
budget for anything else, and that which is achieved, is
done at zero cost (D1). -They are told You must go to the library. You must learn
to move in other environments. There they can partici-
-The toilets are in a bad state and neither are they clean.
pate. When you go there, nobody knows if you are a
The door handles dont close. Many toilets have no lid,
person in a situation of exclusion or not. You are at your
nor is there toilet paper in many of them, and some hand
computer, you are doing your things, and nobody knows
basins are damaged (O5, O6, Grouping: others, toilets).
what. Its even more anonymous. And, moreover, it is
In respect to the users, a 21% reduction in their visits has said: Go to the library; put yourself on the Internet;
been observed as shown in the drop from 894,483 in 2008 practice . And so for us the library is one of those pla-
to 706,976 visitors in 2014. Perhaps this was because of the ces about which we say You must go to the library, get
scarcity of new materials or the Sunday closure. Despite this a library card. (TES1, social worker; refugee).
fall off, there was a growth in the num-
ber of people who visited because of
their personal lack of resources, a si-
tuation of unemployment or vulnerabi-
lity. These individuals study, learn, and
use the wifi connection and computers
to navigate the Internet (BRM, 2010).
There are those who take advantage of
the BRMs free entry, in so far as they
find a normalizing space, to which they
have frequent recourse, at the sugges-
tion of the consultants of the social as-
sistance centers.
-In 2008, there was an important
boom in which people without re-
sources came whether or not the-
re was a crisis (TB2, comment on
Media room).
-The crisis was markedly noticea-
ble in the sense that before we had
had a group of very regular foreig-
ners and now we had many more
and a lot of Spanish people who Computer and Internet Center (Interior Media Hall)

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Jos-Antonio Gmez-Hernndez, Manuel Hernndez-Pedreo and Eduardo Romero-Snchez

Table 2. Categorization of levels of digital empowerment

Indicator Degree Definition

Minimal Basic mobile phone or PC, without data management
1. Equipment and access Sufficient Basic mobile or smartphone + PC or portable at home but with limited connectivity
Complete Smartphone or PC portable at home with total connectivity
Productive Uses information & communication technology (ITC) for training, work, and/or employment search
2. Use and function of
Leisure Uses ITC and Internet for leisure activities (music, cinema, reading, sports, videos, videogames, etc.)
information & communi-
cation technology Information & com-
Uses ITC and Internet to search for information, e-mail, relationships, social networks
munication
Basic Only resolves simple digital tasks
3a. Domain of the five
Independant Is familiar with, and uses, a range of tools and applies them to resolve problems
dimensions of digital
competence Makes strategic and critical use of digital competence for a diversity of personal and social
Competent
purposes
Limited /dependant Limited in confronting, autonomously with ITC and Internet, problems of daily life
3b. Global classification Instrumental Can resolve problems of daily life with ITC and Internet
of digital competence
Innovator/Trans- Capable of improving ones daily individual or social conditions and of innovating with ITC and
former Internet
Deficient Does not take advantage of most of the possibilities of digital proficiency for its vital purposes
Sufficient Resolves personal needs through digital competence
4. Digital empowerment
Profits from digital competence so as to improve ones personal conditions of life and social
High
participation
Exclusion Lacking the capability to access and profit from information and ITC for purposes of inclusion
5. Potential consequenc-
es or risks of digital em- Vulnerability At risk of losing personal opportunities for lack of mastery of digital competence
powerment situations
Inclusion Digital competence helps to improve ones personal situation and social integration

The number of loans decreased, dropping some 15% from verify the relationship between the degree of access and
642,631 in 2008 to 548,388 in 2014. Instead, and to lend at- digital competence, and the greater or lesser possibility of
tention to the greater demand for Internet connection, the promotion or reduction of social exclusion factors.
BRM had to increase the number of ICT posts in the media
zone up to 40, acquire some portables and tablets so as to Digital competence
lend them for use within the premises, and to keep the wifi Has been evaluated according to the European framework
system permanently open without the necessity of identi- (Punie; Brecko, 2014), in accordance with which there are
fication. five dimensions, each of which can be experienced in ba-
-They come almost exclusively for the Internet. In a very sic, independent or competent degrees (Europass, 2015).
short time, things have changed a lot. Two years ago we They are:
hardly had any spots for Internet connections. Now the- - Information (to know how to search, to navigate, filter,
re only remain two spots for viewing films and all the evaluate, store, and recover information);
rest are for Internet (TB7, Information). - Communication (to interact, share information and con-
-Here in the library, they also leave the wifi open on Sun- tents, participate, collaborate by means of digital chan-
days, so that many people can make use of it on Sundays nels, netiquette, and management of digital identity);
in the doorways even though the doors are closed. I pass - Creation of content (develop content, integrate and re-
by and see people and at times I also make use of it. The elaborate, be familiar with authors rights, licenses, and
library is close, but not everything is switched off. Always programming);
there is a window of opportunity for usage (U8, Moroc- - Security (protection of devices, personal data and digital
can immigrant woman of 44 years). identity, health, and environment protection);
- Problem resolution (to resolve technical problems, identi-
-It is surprising the good things which the BRM has pre- fy needs and responses, innovate and make creative use
served in the face of the impressively reduced budgets it of ICT; identifying competence gaps).
has experienced. The fact is that there are good people
working there and that by using their imagination they For the evaluation, five indicators, distinct from the five di-
have continued pulling things out of the hat, at practica- mensions above, have been considered and are defined in
lly zero cost (D3). Table 2.
- Equipment or access to technological resources.
5.2. Access, competence, and the degree of digital
- Declared uses of ICT and Internet
empowerment of vulnerable users - Digital competence (situational and global)
Beginning with information gathered in user interviews, we - Degree of digital empowerment, and
analyzed their risk situation and digital empowerment to - Situation of digital risk.

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 Social and digital empowerment of vulnerable library users of the Murcia Regional Library, Spain

Table 3. Evaluation of users degree of digital empowerment

3. Digital competence
1. Equip- 2. The five dimensions Digital
National Social risk Digital risk
N Sex Age ment, Use & func- empower-
of situation 3.1. 3.2. 3.3. 3.5. Global situation
access, ICT tion of ICT 3.4. ment
Informa- Communi- Content Resolve
Security
tion cation creation Problems
Productive,
Vulnerability -
Leisure, In-
Labour, Compe- Compe- Indepen- Inde- Indepen- Transfor-
U1 Man 25 Brasil Complete formation/ High Inclusion
Economic Risk. tent tent dant pendant dant mer
Communi-
Foreigner
cation
Exclusion,
Labour & Limited /
U2 Man 30 Spain Economic Risk, Minimal Leisure Basic No No No No Depen- Deficient Exclusion
also Health & dant
relational
Vulnerability Leisure,
Domi- Limited /
Labour, Information
U3 Man 41 nican Minimal Basic Basic No No No Depen- Deficient Vulnerability
Economic Risk. / Communi-
Republic dant
Foreigner cation
Vulnerability
- Labour, Eco- Instru-
U4 Man 54 Spain Minimal Leisure Basic Basic No Basic Basic Deficient Vulnerability
nomic Risk .and mental
Relational
Vulnerability
Labour, Econo- Inde- Instru-
U5 Man 57 Spain Sufficient Productive Basic No Basic Basic Sufficient Inclusion
mic Risk. And pendant mental
Health
Vulnerability
Labour, Productive, Instru-
U6 Man 62 France Sufficient Basic Basic No Basic No Sufficient Vulnerability
Economic Risk. Leisure mental
Foreigner
Vulnerability
Labour, Econo- Limited /
U7 Wom. 41 Spain mic Risk. Also Minimal Productive Basic Basic Basic No No Depen- Deficient Vulnerability
Residential and dant
Health
Exclusion
Labour, Information
Instru-
U8 Wom. 44 Morocco Economic Risk. Minimal / Communi- Basic Bsico No Basic Basic Sufficient Inclusion
mental
Relational & cation
Foreigner also.
Vulnerability Productive
Labour, Econo- Information Inde- Indepen- Instru-
U9 Wom. 46 Spain Complete Basic Basic Basic Sufficient Inclusion
mic Risk. Also / Communi- pendant dant mental
Residential cation

The results are presented in Table 3. -Before, yes, I chatted and now I also go into Facebook
and I find someone from my family (U8, Moroccan wo-
These users usually have minimal equipment: a mobile pho-
man, 44 years).
ne that is not a smartphone or with limited connectivity,
without a data contract and used only for calls. They do not -On the Internet I watch topics that interest me like art
have a computer or portable, or it is obsolete, and/or they and painting Games on the Internet are what I like
are lacking Internet where they live. Even when they do most. That which hooked me are online games that you
have a computer or portable, they go to the BRM for its wel- go into matched with another person and they are inte-
coming, relational condition and out of habit. The objectives ractive (U6, French resident male, 62 years).
of using the ICT in the BRM are diverse: to occupy leisure
Digital competence (among such users) is usually elemen-
time, in some cases to study or seek employment, likewise
tary in information and communication tasks, and clearly in-
to access information, email, and to connect oneself to so-
sufficient in the resolution of problems, creation of content,
cial networks, in which, without being intensive users, they
and questions of security. Only in two cases was it conside-
participate sporadically.
red to be at the level of transformer; in the rest it was of the
-I listen to music; I view Facebook and some film or other instrumental type or limited and dependent. In the evalua-
(U2, Spanish male, 30 years). tion of access, use, and competence, it there was only one
-On the Internet, I watch tennis matches. At times I come user in our study with a high level of empowerment, four
across them on Canal Plus TV, and as I dont have Plus at with sufficient, and four deficient. In respect to the digital
home, then I watch them here (U3, Dominican Republic risk situation, we classified one as being in exclusion, four in
male, 41 years). vulnerability, and the other four in inclusion.

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Jos-Antonio Gmez-Hernndez, Manuel Hernndez-Pedreo and Eduardo Romero-Snchez

Users with a greater level of digital com-

petence use it to try and overcome their
vulnerable situation, including pursuing
studies, seeking employment, or pre-
paring themselves to decide on em-
ployment posts. Their degree of digital
empowerment contributes to reducing
other factors of social exclusion, to fa-
cilitating relations and communication,
access to information, and to training.
Likewise, recourse to leisure is very
necessary for people with a lot of free
time, which they try to occupy in a gra-
tifying manner.
-I am doing a course in office automa-
tion because in the exam for which I am
preparing there is a test. And so I make
use of the media room to be able to ac-
cess the course, also I consult my elec-
tronic mail or consult the syllabus for
Computer and Internet Center (Exterior Media Hall)
which I am preparing myself (U9, Spa-
nish woman, 46 years).
The users have a very positive view of the Internet as a place Users make very good suggestions for improvement. For
in which there is everything, but they demonstrate fear in example, that there ought to be more computers... which
the face of the risks to their privacy, excessive dependence, could have an expert in situ, helping when difficulties are
and the coldness of the medium. found and who would be able to de-activate specific filters
-I consider the Internet very positively because when I so as to be able to connect oneself to websites currently
go online, although it may be only a small thing, I learn blocked: games online, like chess, auction websites, etc.
something. Each day I learn a little more (U3, Dominican Globally, vulnerable users have varying levels of digital
male, 41 years). empowerment. When it is high (U1 or U9) it contributes
-One loses a little humanity. And so, the defect which the in a greater measure to the reduction of social exclusion
Internet has for me is its coldness. and one must tread factors. Equally so, a very low level of digital empower-
carefully (U6, French male, 62 years). ment is associated with a broad situation of exclusion and
more difficult to deal with, as occurred in the case of U2.
In whatever case, and for all of them including the least
-I consider the Internet very positively be- digitally competent, the BRM is a medium of access and
cause when I go online, although it may usage which is improving its information and digital capa-
cities and practices.
be only a small thing, I learn something.
Each day I learn a little more (Dominican 5.3. Social function of the BRM: Usage and interac-
male, 41 years) tion motivations
Users manifest diverse motivations for gathering at the
These users have the sensation of knowing the basics, but BRM--motivations related not only with functional factors
they recognize that they need more digital literacy for which (such as free access to computers and the Internet, the use
they would like to have training in the library. of loan services, or reading the press), but also for psycholo-
gical and socialization aspects linked to raising self-esteem
-To give digital literacy workshops would be very good, and social relationships with other users and professional
because we come as people who dont know and there library staff. They feel as if they are in company with others,
are even people with very little ICT knowledge (U5, Spa- although in some cases there may only be scant real social
nish male, 57 years). interaction, and they draw attention to the feeling of soli-
-I miss a lot on Internet, I need a course in this because it darity generated between themselves if they are helped
makes me waste a lot of time I dont like the Internet. without having consult library personnel when they encou-
I know it is marvelous, but it makes me waste time and nter IT difficulties.
I dont manage it well ...and so I am lost immediately -There are people who are homeless, or at best emerge
I prefer to look at something else so many things in- from Caritas or wherever they passed the night and, ins-
terest me that in the end I dont concentrate and I have tead of being on the street, they shelter here, and then
a problem of disorganization and of being focused (U7, they can grab a book or read the newspaper. Whats
Spanish female, 41 years). more, there are many people who use the Internet to

28 El profesional de la informacin, 2017, enero-febrero, v. 26, n. 1. eISSN: 1699-2407

 Social and digital empowerment of vulnerable library users of the Murcia Regional Library, Spain

contact their acquaintances and to maintain family con- wellare both cordial but formally polite at the same
tact (TB9, Information). time (U7, Spanish woman, 41 years).
-They use the computer a lot, to be in communication -Many users come to the library for the necessity of re-
through Facebook or through the social networks, with lating to others, for speaking, and for using it so as to
their family, with people wherever they may be, and avoid loneliness (TB5, Information and Reference).
others to see films as a form of entertainment (TB11,
Media room). -Im hooked on the library. The best is
-Although you may have had a computer or Internet at the service to the people, the way they
home, you would come. Thats clear... You would come treat them, the courtesy that there is...
by habit. And because I enjoy seeing people it pleases
me to meet up with them. With my fellow countrymen,
Im enchanted because they treat you
with Spanish people and with students who come here well; they are cordial and formally poli-
(U2, Dominican male, 41 years). te at the same time (Spanish woman, 41
years)
Their degree of digital empowerment
contributes to reducing other factors of -A relationship is established which I believe is, for many
social exclusion including facilitating re- of these people, as if we were their family. Here they are
lationships and communication, acces- as equal as the rest, and consequently the treatment
which we give them is exactly the same as to the others
sing information, training, and leisure
(TB7, Information).
-Their treatment of us is exquisite which surprises us and
At times, they make suggestions for increasing social relations:
we speak amongst ourselves that it has to be seen that,
-To have chess tables would be an attraction. If, instead because of the difficulties that they have, many of these
of playing online there were two or three boards, people people live on the street. They have their education and
who enjoy playing chess could play in the library. (U4, their well-being in the library (TB16, Security).
Spanish male, 54 years).
Nevertheless, the highly positive evaluation of the users
-I would enjoy reading, theater groups for example; ac- about the functioning of the BRM as a place for socializing
tivities for people, every type of person, and particularly is not equally shared by other agents who participated in
excursions. I dont know why they dont do it (U8, Mo- the investigation. Hence, although professional Librarians
roccan woman, 44 years). and onlookers agree about the good relations with, and
The positive effects quoted give evidence of, and explain, treatment of, the users, particularly the vulnerable ones, on
the social function which the BRM fulfills when its vulnera- the subject of interaction they offer opposing views, depen-
ble users attribute certain values to the particular context ding on the scenario analyzed.
which surrounds them, a diverse and respectful ambien- -They interacted very little among themselves, but po-
ce (according to ethnicity and gender), aesthetically plea- sitively with the library personnel, above all with those
sing (light and colors), work and study space, and good responsible for information and attention to the user,
treatment between professional library staff and users. and with the library staff in media sections (O6, Media
These and other values mean that some consider the BRM & Internet centre).
their second home. They are coming to recognize that to
gather there is a habit difficult to break, even when they -A man of about 60, a Spaniard, is chatting with the se-
have similar resources in their own homes or in the residen- curity guard. He is very scruffy; in fact, he looks like a
tial refuge. This function stands out above all in users at ma- vagabond. Finally, he shakes hands and goes upstairs
jor social risk. For them, their stay in the BRM supposes an towards the 1st floor to the media sections. (O5, main
emergence from their daily personal reality in which their Hall scenario).
vulnerability is evidenced in so far as they are: unemployed, -There are users who know one another and interact
without earnings, homeless, with scarcely any social or fa- among themselves, while others dont. Among them, an
mily relations. air of amiability and courtesy can be observed (O8, main
-Im a fan. Its a well-built library, visually speaking. It Hall scenario).
has a lot if light. And its a tranquil place (U1, Brazilian -I dont perceive any bad attitudes among the users.
man, 25 years). Instead, it appears that there is complicity among
-I stop thinking about all the bad things currently affec- some, perhaps because they share the same langua-
ting me. Although in a Residence, I have been, and will ge or culture or have come together (O4, Media rooms
continue, coming here (U2, Spanish man, 30 years). scenario).
-Im hooked on the library. The best is the service to the Some professional librarians were interviewed and various
people, the way they treat them, the courtesy that there observers have drawn attention to the fact that the interac-
is. Im enchanted. And probably because they treat you tion between users is rather scarce and very segregated, ac-

El profesional de la informacin, 2017, enero-febrero, v. 26, n. 1. eISSN: 1699-2407 29

Jos-Antonio Gmez-Hernndez, Manuel Hernndez-Pedreo and Eduardo Romero-Snchez

cording to nationality, with certain reac-

tionary elements towards them on the
part of the more established groupings
of library users.
-Almost always they speak amongst
themselves, they are not accusto-
med to relate to normal users (TB5,
Information and Reference).
-Among themselves, there is a kind
of spatial separation created, so as
not to mix (TB10, Media rooms).
-The communication among the
users was practically zero. Those
who maintained a brief conversation
did so mainly with people of their
own nationality and in their mother
tongue (O1 and O3, comment on
Media rooms scenario).
-The interior media room looks like Computer and Internet Center (Interior Media Hall)
a ghetto. From the first hour, by and
large, it is occupied by immigrants
and by homeless people. They appear to always occu- are inappropriate, tending to define them as segregated and
py the same position and they get themselves to it in non-participative. This is a perception, arising in part from
an almost mechanical manner. Because of this, perhaps the lack of comprehension by these observers, that social
it may be that other people avoid entering the interior inclusion is a process which is arrived at in small steps, such
media room (09, comment on Media rooms scenario). as those which are taken in public spaces, for example li-
braries.
-Some years ago, a user said to me, Is this an NGO, or
what?. Said because there were only foreigners there
6. Conclusions
(TB8, Information).
The BRM is carrying out an important social function which is
-They spend hours on the Internet, foul-smelling people
expanding with vulnerable groups, favoring the cohesion of
arrive, at times there are conflicts among members of
being an open space with behavioral norms. Although users
the same nationality (TB6, Information).
attend mainly because of free access to the Internet, they
are turning it into a place for socialization--their second
For all of them, including the least di- home. Moreover, the library is contributing to the main-
tenance and improvement of the digital competencies of
gitally competent, the BRM (Biblioteca these vulnerable groups, verifying that those with a higher
Regional de Murcia) is a medium of ac- degree of digital empowerment have more possibilities of
cess which is improving their informatio- social advancement. Library services, which include reading
nal and digital capacities and practices and training workshops, support for studies, work environ-
ment orientation, cultural activities, book loans, facilitation
of library spaces, computer equipment and connections,
-In my opinion, perhaps the media rooms are the place provide resources for digital, educational, and information
where one is more able to sense that there may be se- inclusion; making them important for social inclusion.
gregation. Whilst the exterior media room is occupied by
people of a regular user profile, the interior room is oc- In the BRM different groups with diffe-
cupied by immigrants and by people of social exclusion rent statuses and levels of digital em-
(O2, comment on Media rooms scenario).
powerment gather. They come together
The differences between the discourses about socialization in mutually respectful harmony, regard-
could be due to different perceptions about what is nor-
less of their gender, age, or nationality
mal in social interaction. The groups at risk of exclusion
usually have a low relationship index because their personal
history is riddled with conflicts with family and friends and In the BRM different groups with different statuses, and
their self-esteem is low because of contributing factors of different levels of digital empowerment, come together in
depression, mental illness, homelessness, unemployment, a mutually respectful harmony, regardless of their gender,
or addiction to drugs or alcohol. These difficulties cause age, or nationality. The perceptions of library professionals,
them to positively value relationships which, for formally users, and observers relevant to the relationships and inte-
trained agents such as professional librarians or observers, raction which are generated in the library are diverse. The

30 El profesional de la informacin, 2017, enero-febrero, v. 26, n. 1. eISSN: 1699-2407

 Social and digital empowerment of vulnerable library users of the Murcia Regional Library, Spain

desired benefits of digital and social inclusion for vulnerable

people are rated more highly by those very people than by
those library professionals or observers.
The results show that BRM is progressing towards a mo-
del better understood by disadvantaged groups in which
it should continue advancing, since it is to be remembered
that, in the Region of Murcia, 38.8% of the population is at
risk of poverty or exclusion (Llano-Ortiz, 2016). On this the-
me, it would be interesting to take into account the Norms
on library services for homeless persons which the IFLA
(Winkelstein, 2016) has put together based on internatio-
nal experiences. Valuable practices to consider would be
the developments in the Central Library of Zagreb (Buni,
2015) and in that of Winston-Salem, North Carolina (Skin-
ner, 2016). In both of these, staff have been trained in the
characteristics of vulnerable users, taking into account the
collaboration of some of them. Programs of digital literacy
and workplace orientation have been carried out, beginning
with real needs. Participative leisure programs are imple-
mented and linked to reading, there is collaboration with
the NGOs which service them, and they count on the as-
sessment of social services professionals to adapt the servi-
ces in a way in which they contribute better to the integra-
tion of these users. Biblioteca para todos program (see Note 1)

Although the library is increasing its social work, it should be

recognized that it still only reaches a small part of the total
population who find themselves vulnerable, namely 28.6% 4. What do you know is a program in which library users
of the Spanish population (Llano-Ortiz, 2016). Currently offer training workshops, on a voluntary basis and in the li-
the majority of the visits to public libraries continue to be brary, on topics on which they are experts.
carried out by those who have a level above the national
socio-educational level, and the library is seldom visited by 7. References
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