By Clarity Amrein

The Importance of Reference Services for LGBTQIA+ Users

In 2021, some communities in the US advocated for the banning and censorship of LGBTQIA+ youth and adult materials in schools and public libraries, attempted to criminalize institutions’ book selections, and contested storytimes featuring drag performers. In this heavily politicized social climate, it is still a difficult time to be an LGBTQIA+ user in a public library, and especially a young person. Research shows that the effects of stigmatization of information can stop users of all ages from engaging with information, resources, and library staff out of fear of discrimination (Kitzie 2017).

The internet and technology have been identified as crucial tools for LGBTQIA+ people to seek and find information, connect with people in their community, and avoid negative in-person experiences of discrimination in a public setting. Public libraries already offer virtual and email reference, and especially during the pandemic, virtual reference became a primary way that libraries receive and answer reference questions. A natural conclusion is that public libraries should improve virtual reference services for LGBTQIA+ users so that they can access factual, important, and sometimes life-saving information from a trusted, responsive source without the fear of discrimination. Researchers have already identified many ways of improving reference services to LGBTQIA+ users in the public library setting, including inclusive book selection and programming, subject heading reclassification, and training for staff. But what about virtual reference services?

An Emerging LGBTQIA+ Virtual Reference Tool

The Cincinnati and Hamilton County Public Library (CHPL) system in Cincinnati, Ohio is working to address this gap in virtual reference services for LGBTQIA+ users. They have an LGBTQ+ landing page on their website (which only a few public libraries in the US offer) which has information about the local queer community and support groups, Pride Storytime videos, and booklists. The Cincinnati Public Library LGBTQIA+ work group and Community Content Coordinator Clarity Amrein developed the first online reference tool specifically geared towards LGBTQIA+ youth and teens called Queer Gabby.

The tool resembles a Dear Abby-style “advice column,” where younger users are encouraged to submit questions to Queer Gabby in a candid, conversational way. The answers are posted anonymously alongside the tool for any user to see and revisit. Users are encouraged to ask questions related to LGBTQIA+ books, music, podcasts, movies, history, identities, local community organizations, and more. Answers are signed “Queer Gabby.”

This landing page and tool offers a clearly-labeled, but safe and approachable way of accessing LGBTQIA+ information. It also invites young users to have a conversation with a trained information intermediary, thereby receiving better and more tailored virtual reference services. A small pool of trained library staff members, many who are LGBTQIA+ themselves, answer Queer Gabby submissions and intercept problems and negative comments. Other library systems are in the process of adopting similar virtual reference tools for LGBTQIA+ users modeled after Queer Gabby.

How LGBTQ+ Virtual Reference Fits into Public Libraries’ Strategic Plans

The Cincinnati and Hamilton County Public Library believes in connecting their community with materials and resources with the motto, “for minds of all kinds.” CHPL offers other community and minority-specific resources, works closely with nonprofit organizations and local groups, and celebrates heritage months system-wide. CHPL’s long-standing commitment to providing resources to diverse users provides an excellent environment to develop new and innovative tools for all types of users, like Queer Gabby.

Virtual reference will only continue to be more prevalent among public library users. Public libraries can better fulfill their missions and better serve their LGBTQIA+ patrons, customers, and users through improved virtual reference services for this vulnerable population. Libraries should consider creating an LGBTQIA+ section for information on their website, publishing relevant digital content, creating and maintaining their own LGBTQIA+ digital archives, and developing their own LGBTQIA+- specific reference tools, as well as for users of many different identities.

Perhaps most importantly, public libraries should provide training and professional development for library staff to best serve and understand their LGBTQIA+ users, as well as deliberately hire LGBTQIA+ staff and outreach liaisons. A strong commitment to the ALA’s Library Bill of Rights and a deep sensitivity to LGBTQIA+ users seeking trustworthy information in this uncertain time is profoundly necessary for providing better reference services to LGBTQIA+ users in public libraries and to serving communities in a more complete way.

References

Kitzie, V. L. (2017). Beyond behaviors, needs, and seeking: A qualitative investigation of information practices among individuals with LGBTQ+ identities (Order No. 10753042). Available from ProQuest Central. (2002099329). Retrieved from
https://www.proquest.com/dissertations-theses/beyond-behaviors-needs-seeking-qualitative/docview/2002099329/se-2?accountid=39387