Public libraries: trusted spaces for navigating the information age

Librarians are trained information professionals, skilled in helping people locate, assess and interpret information from a wide range of sources. Today, that role extends to supporting people to understand online content, recognise misinformation and disinformation, navigate social media, and use new technologies such as AI confidently and safely.

Digital, media and information literacy helps people participate in civic life, access services, understand emerging technologies and make informed choices about what they encounter online. As more public services move online, and AI becomes part of everyday life, these skills are becoming essential for social inclusion, economic participation and democratic engagement.

Public libraries are especially effective in developing digital, media and information literacy because they combine four key strengths:

• Trust -  libraries are among the most trusted public institutions, offering neutral, non-judgemental support
• Reach - with thousands of library locations across the country, most people have access to a local library
• Accessibility - libraries provide free access to computers, Wi-Fi, digital resources and skilled staff
• Relationships - libraries work closely with community groups, charities and other partners to reach people who need support

Public libraries are already helping millions of people develop their digital, media and information literacy. With sustained investment, strong partnerships and greater policy recognition, they can play an even larger role in helping people navigate the information age safely, confidently and critically.

What works in developing media, digital and information literacy in libraries?

Libraries have been supporting digital inclusion and information literacy for many years. Recent research and practical projects have identified several approaches that are particularly effective.

Embedding learning within everyday support

People rarely seek help because they want to improve their "media literacy" or feel "digitally excluded". More often, they are looking for assistance with a health query, an online form, a benefit application, a job search or concerns about online scams. The most successful programmes build confidence and skills by supporting people with these real-world scenarios.

Building on trust

Libraries are often working with people who have low digital confidence or who have experienced digital exclusion. A welcoming environment, trusted staff relationships and informal learning opportunities help participants feel comfortable asking questions, trying new technologies and discussing complex topics.

Working with partners

Partnerships with schools, charities, community organisations, health services and local groups help libraries reach wider audiences and tailor support to local needs. Co-designing activities with communities also improves participation and relevance.

Investing in staff

Library workers play a critical role in helping the public navigate a changing information landscape. Ongoing training and professional development are essential if staff are to support communities with issues such as misinformation, online safety, AI and emerging technologies.

Testing and adapting

Media literacy, digital literacy and AI literacy are rapidly evolving. Libraries benefit from taking a flexible, evidence-informed approach that tests different models, learns from experience and adapts services based on what communities find useful.

What Libraries Connected is doing

Libraries Connected has played a leading role in supporting public libraries to develop media, digital and information literacy skills within their communities.

Developing workforce skills

In 2022, Libraries Connected launched an Information and media literacy elearning module for library staff. Designed to build knowledge and confidence, the course supports library workers to help users find reliable information, stay safe online and engage critically with digital content. More than 1,700 library workers have completed the training.

Innovating in Trusted Spaces

In 2025–26, Libraries Connected led Innovating in Trusted Spaces: Libraries Advancing the Digital Inclusion Action Plan, a national partnership project delivered with Good Things Foundation and WSA Community.

The project explored how libraries can support communities to develop digital confidence, AI literacy and digital media literacy. Working with four library services across England, it tested different approaches with older people, disabled people, low-income families and other groups at risk of digital exclusion.

The project produced:

• A practical good practice guide for library services.
• Tools and resources for frontline staff.
• New evidence about effective approaches to AI and digital media literacy.
• A national community of practice to share learning and innovation.
• Recommendations for the future development of library-based digital inclusion and media literacy work.

Influencing policy and practice

Libraries Connected has consistently championed the role of libraries in digital, media and information literacy through advocacy, research and partnership working. We have provided evidence to government inquiries, contributed to national policy discussions and worked with organisations across the media, digital and information sectors.

We continue to bring together library services, policymakers, researchers and delivery partners to strengthen evidence, share learning and develop coordinated approaches that can reach communities at scale.

What’s needed?

Recognise libraries as key delivery partners

Public libraries should be recognised as core infrastructure for delivering media, digital and information literacy support. Their trusted position within communities, national reach and experience of supporting digital inclusion make them natural partners in achieving national policy goals.

Invest in workforce development

Library workers need access to high-quality, ongoing training in media literacy, information literacy, AI and digital technologies. Investment in professional development will ensure the workforce can continue to respond to a changing information environment.

Provide sustainable funding

Many successful media literacy initiatives are funded through short-term projects. Long-term investment is needed to enable libraries to build capacity, retain expertise and develop sustainable programmes that can grow over time.

Invest in technology and infrastructure

Libraries require up-to-date technology, equipment and digital resources if they are to support communities effectively. Investment in infrastructure should sit alongside investment in staff and service delivery.

Strengthen collaboration and co-ordination

Media literacy, digital inclusion and information literacy are often addressed through separate programmes and funding streams. Greater coordination across government departments, regulators, educational institutions and community organisations would help create a more coherent national approach.

Build the evidence base

Continued investment in research, evaluation and knowledge sharing is needed to understand what works and ensure successful approaches can be scaled across the country.