What Guides Knowledge Work in the Library? Maps, Routines, and Workarounds

Knowledge work in the library is guided by a complex array of maps that outline how work should be done, who should do it, and how staff should think and behave. These maps originate from human and non-human actors in the work system, including management, staff, patrons, technology, and physical space. In this study, six public library staff engaged in think-alouds and semi-structured interviews aimed at learning more about the function and content of these maps, how these maps were acquired, the challenges staff faced in trying to follow these maps, and how staff responded to these challenges. Results suggest how library management can support staff as they attempt to navigate the affordances and constraints of these maps—work that is key to sustained library resilience. Annual Meeting of the Association for Information Science & Technology | Oct. 29 – Nov. 1, 2022 | Pittsburgh, PA. Author(s) retain copyright, but ASIS&T receives an exclusive publication license.