Understanding our library's laptop users: Defining “need” in a needs-based service

Abstract

In Fall 2019, librarians at the Marydean Martin Library at Nevada State College (NSC) significantly expanded the library's laptop lending program in response to demand, and conducted a review to answer two key questions regarding the service: Whom did the program serve, and Were there unintentional barriers to service use due to lost or damaged laptop fees? Over 50 % of NSC students are Pell grant recipients, which led library staff to wonder if technology fees presented a barrier to students who otherwise might not have access to computers to complete coursework. To answer these questions and address any equity issues, librarians used usage and survey data to understand the demographics and behaviors around laptop service use, including students' perceptions of fees and their reasons for using or not using the service. The findings revealed that the typical laptop user differed significantly from the average NSC student across several demographics, including Pell status, and that replacement fees were not a deterrent from using the service.