Public libraries were particularly hard-hit by the automation project. “We had lines of desperate people waiting for help,” said Muncie Public Library director Ginny Nilles, now retired. V-CAN partners received little to no compensation, training, or oversight to do what amounted to volunteer casework. Librarians trained community volunteers to help patrons submit welfare applications, but the library was quickly overwhelmed. The situation worsened when budget cuts required reducing hours and laying off staff.
