On-the-spot decision-making of public librarians serving patrons with disabilities: generational differences and technological innovation

Purpose This study investigates how public librarians make on-the-spot decisions when serving patrons with disabilities across different generations. It examines the interplay of need recognition, self-esteem preservation, technology fit, generational differences, and organizational conditions in shaping librarians’ service strategies. Design/methodology/approach The research adopted a qualitative design using the Critical Incident Technique (CIT) combined with semi-structured in-depth interviews. Eighteen librarians from public libraries in Taiwan were interviewed between August and September 2025. Data were transcribed, member-checked, and analyzed using ATLAS.ti with the constant comparative method to extract themes. Findings Four major themes emerged. First, librarians demonstrated sensitivity to self-esteem by relying on non-verbal cues and using respectful language strategies when offering help. Second, technology fit strongly influenced service adjustments, with librarians compensating for gaps between library-provided and personal devices. Third, generational differences and the digital divide shaped patrons’ behaviors and attitudes toward assistance, requiring differentiated strategies. Fourth, organizational conditions, including equipment updates, staffing, and training, directly constrained or enabled librarians’ service flexibility. Originality/value This study extends technology fit theory by demonstrating its bidirectional influence: not only on patrons’ adoption and satisfaction but also on librarians’ real-time decision-making. It also highlights self-esteem sensitivity as a critical dimension of inclusive library service, linking micro-level service interactions with broader institutional conditions.