Questions People Ask in NSW Public Libraries: A Pilot Study

Public libraries across New South Wales (NSW), Australia, respond to millions of enquiries each year, yet little is known about the specific content of these interactions. In 2025, a pilot study was conducted across two NSW public library networks to document and analyse the questions patrons ask, the contexts in which they arise, and the implications for service design and staff training. Using the digital enquiry logging tool Gimlet during the February Enquiry Completion Rate (ECR) survey week, NSW public library staff recorded nuanced, descriptive data. The findings show consistent patterns in volumes of queries, recurring question themes, question distribution across library service points and demographic trends. Administrative and technology-related enquiries dominated in both libraries. The pilot confirmed the feasibility of systematic enquiry tracking and informed refinements for a larger statewide study.