Public Libraries and Citizenship Information in India: A User-Based Study of the Delhi Public Library

1. Introduction

Access to information is essential to democratic participation and informed citizenship. Citizens who can access relevant and timely information are better positioned to exercise their rights, engage with public institutions, and participate in social and economic life (Stilwell, 2018; IFLA, 2015). Citizenship information is often discussed interchangeably with community or survival information, encompassing education, employment, healthcare, legal rights, social welfare, housing, transportation, and access to public services (Dervin, B., 1976; Martin, 1984). Marcella and Baxter (1999) conceptualize citizenship information as that which supports citizens’ involvement in government and policy-making, as well as their everyday decision-making. For many citizens, particularly in developing democracies, access to such information remains uneven due to digital divides, limited information literacy, and institutional barriers (Karim & Islam, 2020).

Public libraries have traditionally served as institutions committed to free and equitable access to information. In recent years, their role has expanded beyond the repositories of print materials to include facilitating access to government information and e-governance services (Jaeger, Paul T. & Bertot, John Carlo, 2009). As accessible and trusted community spaces, public libraries are increasingly positioned to support citizens in navigating information, particularly in contexts where digital divides and challenges to information literacy persist (Jaeger & Fleischmann, 2007).

In India, the growth of digital governance initiatives has significantly increased the availability of government information and services through online platforms and mobile applications (Kachhal, 2018). While these initiatives aim to improve transparency and efficiency, access remains uneven across the population. Many citizens continue to face barriers related to limited digital skills, language constraints, lack of awareness, and institutional complexity (Ghosh, 2005). Public libraries have the potential to mitigate these challenges by functioning as local access points for citizenship information and by supporting citizens’ engagement with government services (Balaji et al., 2018).

Despite growing international recognition of the civic role of public libraries, empirical evidence on how Indian public libraries support citizens’ everyday citizenship information needs remains limited. Existing studies in the Indian context have largely focused on library infrastructure, policy frameworks, or general service provision (Ghosh, 2005), with comparatively less attention given to user-based assessments of information needs, information-seeking behaviour, and perceptions of library support in metropolitan settings. As a result, there is limited understanding of how public libraries operate in practice as citizenship information hubs within large urban democracies.

Against this backdrop, this study examines the role of the Delhi Public Library (DPL) system in providing citizenship information to its users. Using a user-based survey approach, the study investigates citizens’ awareness of citizenship information, their information needs and information-seeking behaviour, their use of public library services, and their level of satisfaction with library support. By focusing on a major metropolitan public library system in India, the study provides empirical evidence for international discussions on the evolving civic role of public libraries and their potential as local citizenship information centres in developing democracies. Accordingly, this study investigates “the citizenship information needs of users of the Delhi Public Library system and examines the role of public libraries in supporting access to such information”.

2. Literature review

The following is a thematic literature review that examines various aspects of the role of public libraries in providing citizenship information:

3. Research Questions

The study seeks to address the following research questions:

RQ1: What are the citizenship information needs of users of the Delhi Public Library, and how do these needs vary across demographic groups?

RQ2: What are the preferred sources and methods used by citizens to seek citizenship information?

RQ3: What is the level of awareness and use of citizenship information services provided by the Delhi Public Library?

RQ4: How do users perceive the role of the public library in providing citizenship information, and what is their level of satisfaction with these services?

4. Methodology and Sample

The study employed a descriptive quantitative research design using a cross-sectional survey method to examine users of the Delhi Public Library (DPL) Network. As of January 31, 2022, the DPL had 126,945 registered adult members. From this population, a sample size of 500 respondents was selected.

Libraries under the DPL Network were chosen using random sampling, including the Central Library (with New Police Line Library), three branch libraries—Shahdara, Ashok Vihar (with sub-branches at Bawana, Qadi Pur, Katewara, and Narela), and Patel Nagar (with sub-branches at Central Jail and Janakpuri)—and the Vinobapuri Sub-branch Library under the South Zonal Library. Convenience sampling was used to distribute questionnaires among library users.

Data were collected through a structured questionnaire developed in accordance with the research questions. Prior to the main survey, a pilot study was conducted in December 2020 at the Sarojini Nagar (South) Zonal Library, which was randomly selected and subsequently excluded from the final study to avoid sample contamination. Feedback from the pilot study was used to refine and validate the questionnaire.

The internal consistency of the instrument was assessed using Cronbach’s alpha, yielding a reliability coefficient of 0.78, indicating acceptable reliability.

The survey was administered between May 2022 and January 2023, with 400 questionnaires distributed physically and 100 questionnaires administered online using the AllCounted platform. Of the 500 questionnaires distributed, 343 valid responses were received, resulting in a response rate of 68.6%.

Data analysis was carried out using Microsoft Excel.

5. Data Analysis

The collected data were analyzed using descriptive statistics, including frequencies, percentages, and weighted frequencies, in accordance with the research questions of the study. The results are presented through tables and figures for clarity and interpretation.

Table 1 exhibits the demographic profile of the respondents (n = 343). The sample consists of 61% males and 39% females. A majority of respondents (83%) were aged 20–29 years, indicating a predominantly young adult user group. In terms of educational attainment, over half of the respondents (52%) held undergraduate degrees, while 30% possessed postgraduate qualifications. Students constituted the largest occupational group (61%), followed by respondents who were employed or self-employed (19%), and those who were unemployed (19%). Regarding language proficiency, most respondents reported knowledge of Hindi (95%) and English (83%). Only 3% of respondents identified as differently abled, while the majority reported no disability.

Table 1.

Demographic Characteristics of the Respondents

The weighted mean score (3.2) reflects a moderate level of awareness of citizenship information among respondents.

To address RQ1, Table 1 provides the demographic context of the respondents, while Table 3 presents their reported citizenship information needs. The predominance of young adults and students in the sample explains the strong emphasis on educational opportunities (66.2%) and employment and job opportunities (59.2%), as shown in Table 3. Similarly, the relatively high level of educational attainment among respondents corresponds with notable information needs related to citizens’ rights (43.1%), technology and communication (38.8%), law (32.7%), and issues of equality and discrimination (32.1%), reflecting awareness of civic and legal dimensions of citizenship.

Table 2.

Level of Awareness about Citizenship Information(n=343)

Table 3.

Areas of Citizenship Information Needs

The presence of substantial information needs concerning health care (35.6%), environmental issues (34.1%), crime and security (33.2%), and transport (29.7%) further reflects respondents’ engagement with everyday public services and governance mechanisms. Overall, the demographic profile outlined in Table 1 helps contextualize the patterns observed in Table 3, indicating that citizenship information needs are shaped by respondents’ age, educational status, and socio-economic position.

To address RQ2, respondents were asked to indicate their preferred methods for seeking citizenship information. As shown in Table 4, the findings reveal a strong reliance on print, digital, and interpersonal communication channels. Traditional print media remain highly significant, with reading newspapers (71.1%) and reading books (70.3%) emerging as the most commonly used methods. Digital platforms also play a prominent role, particularly social media (58.3%), government websites (53.9%), and mobile applications (46.6%), indicating growing dependence on online sources for accessing citizenship-related information.

Table 4.

Preferred methods for seeking citizenship information

Library sources continue to be relevant, as nearly half of the respondents reported consulting library collections (49.9%) and using government publications (38.2%). Interpersonal communication methods—such as talking on the mobile phone (45.2%) and face-to-face interactions (44.3%)—also remain important, reflecting the role of informal networks in information seeking. Broadcast media, including television (40.5%) and radio (35.3%), were used by a substantial proportion of respondents, whereas more traditional modes such as letters and pamphlets were comparatively less preferred.

Overall, the results indicate that citizens employ a hybrid approach to seeking citizenship information, combining traditional print sources, digital platforms, library resources, and interpersonal communication. This diversity of methods underscores the continued relevance of public libraries alongside emerging digital and social media channels in facilitating access to citizenship information.

To address RQ3, respondents were asked about their awareness and use of citizenship information services offered by the Delhi Public Library (DPL). As indicated in Table 2, respondents demonstrated an overall moderate level of awareness of citizenship information services. This level of awareness is reflected in the usage patterns presented in Table 5.

Table 5.

Citizenship Information Services of DPL

The findings show that core library services, particularly book lending (63.0%) and e-library services (61.5%), were the most widely used, highlighting continued reliance on both print and digital collections. A notable proportion of respondents also reported using the Ask-a-Librarian service (43.1%), underscoring the role of professional assistance in facilitating access to citizenship-related information.

Moderate usage was observed for serials, government publications (26.5%), reference books (25.9%), and e-books (25.1%), whereas mobile library services, extension services, and telephone inquiry services were used by comparatively fewer respondents. Overall, the results suggest that while awareness of DPL’s citizenship information services is moderate, usage is largely concentrated around traditional and easily accessible services, indicating potential for improving the visibility and uptake of specialized and outreach-oriented services.

To further address RQ2, respondents were asked to indicate the e-governance portals they most frequently use to access citizenship-related information. As shown in Table 6, the findings suggest a selective pattern of engagement with official digital platforms, primarily driven by service-oriented needs.

Table 6.

Use of E-governance Portals for Seeking Citizenship Information

Portals related to civic participation and government communication, such as MyGov (40.5%), were among the most frequently used, highlighting citizens’ interest in accessing official announcements and participatory initiatives. Substantial use was also reported for portals associated with COVID-19 pandemic-related platforms (e.g., Co-Win (32.4%) and Aarogya Setu (32.06%)), transport and travel-related portals such as IRCTC (30.3%), and identity and authentication services such as Aadhaar (30%), reflecting everyday citizenship requirements.

State-level government portals such as Delhi.gov.in (37%) were also used by a considerable proportion of respondents, suggesting reliance on localized digital platforms for accessing welfare-related information. This pattern features the growing importance of e-governance systems as key sources of citizenship information, complementing traditional and library-mediated channels.

To address RQ4, respondents were asked to rate their level of satisfaction with the citizenship information provided by the Delhi Public Library. As presented in Table 7, the weighted mean satisfaction score was 3.4, reflecting a moderate level of satisfaction. Although more than half of the respondents expressed satisfaction with the services, a noticeable proportion reported neutral or dissatisfied responses. Overall, the findings suggest that DPL plays a crucial role in supporting citizens’ information needs.

Table 7.

Satisfaction level of users of Delhi Public Library towards Citizenship Information

Regarding RQ3, respondents were asked to indicate the frequency with which they use the citizenship information services provided by the Delhi Public Library. As presented in Table 8, the weighted mean level of use was 1.2, indicating a low to occasional level of service utilization.

Table 8.

Level of use of services provided by Delhi Public Library towards Citizenship Information

Although a considerable proportion of respondents reported using the services frequently (37.9%) or occasionally (40.8%), the overall mean score is pulled downward by some respondents who never used the services (15.2%) and those who did not respond (6.1%). This suggests that while awareness and satisfaction levels are moderate, actual use of citizenship information services remains limited. Overall, it indicates a gap between awareness of services and their regular utilization, highlighting the need for improved outreach and user engagement to promote greater use of DPL’s citizenship information services.

To address RQ4, respondents’ satisfaction levels were examined alongside their suggestions for improving access to citizenship information. As shown in Table 7, the weighted mean satisfaction score of 3.4 indicates a moderate level of satisfaction with the citizenship information services provided by the Delhi Public Library. The nature of the suggestions reported in Table 9 provides important context for this moderate satisfaction level.

Table 9.

Suggestions to Improve Access to Citizenship Information

A prominent theme emerging from respondents’ suggestions relates to technological improvements, particularly the need for better internet connectivity and Wi-Fi services, which received the highest number of responses. This was followed by suggestions concerning infrastructure enhancements, including improved seating capacity, cleanliness, ventilation, lighting, and food and water facilities, highlighting the importance of a conducive physical environment for accessing citizenship information.

Respondents also emphasized improvements in information literacy and service delivery, such as enhanced user guidance, awareness of library resources, reference and help-desk services, and literacy programmes focused on citizenship information. Suggestions related to staff capacity, including training, cooperation, and increased staffing levels, further indicate the role of human resources in shaping user perceptions. Additionally, respondents highlighted the need for updated and expanded collections, particularly government publications, e-books, and materials related to competitive examinations.

Overall, the alignment between the moderate satisfaction level observed in Table 7 and the diverse improvement suggestions in Table 9 suggests that while users value the existing citizenship information services, they expect better technological support, improved infrastructure, and enhanced service responsiveness. Addressing these areas may contribute to higher satisfaction levels and strengthen the role of public libraries in supporting informed citizenship.

6. Limitations of the Study

This study has certain limitations that should be taken into account when interpreting the findings. First, the investigation focused on the information needs and information-seeking behaviour of citizens who use the Delhi Public Library (DPL) network.

Second, the sample was mainly composed of respondents aged 20–29 years. As a result, the findings largely reflect the perspectives of younger users.

Third, the citizenship information needs were identified based on the taxonomy of everyday information needs of the average citizen by Brenda Dervin (Dervin, B., 1976).

Finally, non-response bias may have affected the results, as a proportion of distributed questionnaires were either incomplete or not returned, potentially influencing the representativeness of the data.

7. Discussions

The present study investigates citizens’ information needs and seeking behaviour, as well as the role of the Delhi Public Library in facilitating citizenship information. The study provides insights into how urban citizens engage with citizenship information and how public libraries respond to this role.

8. Recommendations

The following recommendations are made to move from the traditional role to the access point for citizenship information:

9. Conclusions

An informed citizen is essential for the effective functioning of a democratic society, as access to relevant and timely information enables individuals to exercise their rights and participate meaningfully in civic life. Citizenship information encompasses a wide range of domains, including education, employment, legal rights, health, welfare, housing, and public services (Dervin, 1976). Public libraries, as inclusive and trusted institutions, play a crucial role in facilitating access to such information and supporting active citizenship.

This study examined the citizenship information needs, information-seeking behaviour, and perceptions of public library services among users of the Delhi Public Library (DPL) network. The findings indicate that the majority of DPL users are young and educated, with prominent information needs related to education, employment, citizens’ rights, and healthcare. While users rely on multiple information sources, including digital platforms, public libraries continue to serve as important access points for citizenship information. However, the study also revealed that users’ satisfaction with existing services is moderate, and the level of use of specialized citizenship information services remains limited.

The findings highlight the potential of public libraries to function as effective intermediaries between citizens and government services, particularly in the context of developing e-governance initiatives. Enhancing user awareness, improving digital infrastructure, and strengthening staff capacity are critical to enabling public libraries to better support citizens in accessing government information and services. As local information centres, public libraries are well-positioned to assist users with tasks such as accessing online forms, employment information, welfare services, and other public resources.

While previous studies in India have primarily focused on community information services, the present study extends the discourse by offering a broader perspective on citizenship information provision in public libraries. By focusing on an urban public library system, the study contributes empirical evidence to a relatively underexplored area.

The study is subject to certain limitations, as it is confined to users of the DPL network and reflects the perspectives of younger respondents. Future research may enhance the generalisability of the findings by examining non-users of public libraries and conducting comparative studies across different states. Overall, the study highlights the evolving role of public libraries and their capacity to support informed citizenship in an increasingly digital governance environment.

Statements and Declarations

Author Contributions: “The author was responsible for all aspects of the study, including conceptualization, data collection, analysis, and manuscript preparation.”

Funding: “This research received no external funding.”

Data Availability Statement: “Not applicable.”

Institutional Review Board Statement: “Not applicable.”

Informed Consent Statement: “Informed consent was obtained from all participants involved in the study.”

Conflicts of Interest: “The authors declare no conflicts of interest.”

Acknowledgements: The study is the outcome of PhD work done under the supervision of Prof. Jaideep Sharma, Indira Gandhi National Open University (IGNOU), New Delhi, India. I thank the users of the Delhi Public Library Network and Mr. Sumit Gupta (MTS, Library) during 2022-23 for providing valuable information.

The author used ChatGPT (OpenAI, GPT-4) to enhance the linguistic clarity and readability of the manuscript. The tool was used solely for language improvement, and the author takes full responsibility for the article's content.

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