Research has shown that the lgbtq community not always feels included and represented in the library’s collections and services. In the last 10 years the public libraries in Sweden have started active work towards the lgbtq community in changing this exclusion byengaging the lgbtq community in library services. One way to do that is to make the libraries undergo a process to get a lgbtq-certificate which many libraries in Sweden have done. The libraries in Umeå and Västerbotten have undergone a lgbtq-certificate process that recently hasbeen completed. This study has examined how the librarians in Umeå have experienced the process of getting the certificate. The result shows that libraries through their democratic mission have good pre-conditions to work towards lgbtq-people. The librarians experience that their knowledge about lgbtq has improved during the process, and the knowledge is expressed through increased insights about the needs of the community. The challenge the libraries in Umeå have after the process of getting the certificate is to manage the knowledge inside the organizations. The results show that there has been an increased cooperation between the libraries in Umeå in how they should work towards the lgbtq community, and that the work is less bounded to one person. The libraries now must work on how to manage the knowledge acquired as a result of the certificate process in each library in an effective way.

Syftet med uppsatsen är att öka kunskapen om hur unga transpersoner upplever bemötandet vid hbtq-certifierade och hbtq-diplomerade ungdomsmottagningar. Transpersoner har upplevt att personal brister i sitt bemötande mot dem, särskilt i vården och även i verksamheter som har genomgått en hbtq-certifiering. Tidigare forskning, både nationellt och internationellt, har visat på att transpersoner har upplevt diskriminering och ifrågasättande i kontakt med vården och andra verksamheter inom socialt arbete. Dessutom har personal inte haft kunskap i hbtq-frågor och i vissa fall har transpersonerna själva behövt undervisa dem. Det här bristande bemötandet har lett till att transpersoner har förlorat förtroendet till vården och vågar därför inte söka hjälp. Dessa studier har även visat exempel på transpersoner som upplevt ett bra bemötande av personal som respekterat och accepterat deras könsidentitet. Det här är en kvalitativ studie som genomförts via semistrukturerade intervjuer per telefon med sex personer som identifierar sig som transpersoner, men har olika definitioner av sin könsidentitet. De har varit i kontakt med en hbtq-certifierad eller hbtq-diplomerad ungdomsmottagning nyligen eller flera år innan den här studien genomfördes. Den här studien har gjorts med induktiv metod då en teori har valts ut utifrån datamaterialet. Den teorin som har valts ut är erkännandeteorin, som handlar om att bli erkänd för sin identitet eller att bli moralisk kränkt. Slutsatsen är att unga transpersoner har olika upplevelser av bemötande vid hbtq-certifierade och hbtq-diplomerade ungdomsmottagningar. De flesta har fått ett bra bemötande då personal har visat omtanke, respekt, acceptans och förståelse för transpersoners könsidentitet. Några av dem har även upplevt brister i bemötandet då personal har antagit deras kön, felkönat och ifrågasatt. Viss personal har saknat kunskap i transfrågor men några få av dem har ändå behandlat unga transpersoner med respekt. Det verkar som att unga transpersoner anser att det är viktigast att personal behandlar dem med respekt, det vill säga deras värderingar är viktigare än kunskap. / The aim of this study is to increase knowledge about how young transgender people experience the treatment at youth guidance centers which have a lgbtq-certification. Because in Sweden transgender people have bad experience with the treatment from the staff, especially in health care centers such as the youth guidance center, and even at centers which have a lgbtq-certification. Previous research in, both Sweden and other countries, show that transgender people, in contact with the health care and other social work centers, have experienced discrimination, questioning and lack of knowledge which on these occasions they needed to teach the staff about lgbtq-issues. Because of this kind of bad treatment transgender people have lost trust in health care centers and don’t dare to seek help. These studies have even shown that other transgender people have experienced good treatment when the staff have respected them and accepted their gender identity. This is a qualitative study, based on semi-structured interviews that have been made through the phone with six persons who identify as transgender but have different definitions about their gender identity. They have been in contact with youth guidance centers which have a lgbtq-certification one or several years before this study was done. This study has been made with inductive method where a theory has been chosen from the data. The theory which has been chosen is recognition, which is about when an individual’s identity is being recognized or morally hurt. The conclusion is that young transgender people have different experiences of treatment at the youth guidance centers. Many of them have experienced a good treatment where the staff have shown concern, respect, acceptance and understanding for their gender identity. Some of them have experienced bad treatment where the staff have presumed their gender, misgendering and questioning. Some staff have lack of knowledge in trans-issues but some of them have treated the young transgender people with respect. It seems that the most important thing for transgender people is that the staff treat them with respect, more based upon their values rather than their knowledge.