Changes in Customer Behavior: A Case Study in Reference Service at the Santa Monica Public Library

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Author(s): R. Wright Rix (Santa Monica Public Library, USA)
Copyright: 2012
Pages: 7
Source title: E-Reference Context and Discoverability in Libraries: Issues and Concepts
Source Author(s)/Editor(s): Sue Polanka (Wright State University, USA)
DOI: 10.4018/978-1-61350-308-9.ch020

Keywords: Information Science Reference / Library & Information Science / Library Information Systems / Library Science

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Abstract

Today’s library customers exhibit a decreasing tendency to regard the public library as the primary local repository of research information. The rise of the Internet is at the root of this and many other changes that have taken place in public libraries during the past twenty years. Customer preferences have shifted away from print tools in favor of the simplest available online tools. A pervasive user expectation is that information access should be free, easy, and immediate. Information literacy issues continue to occupy a growing portion of librarians’ time. As customer needs and expectations evolve, so must the library’s services and products.

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Changes in Customer Behavior: A Case Study in Reference Service at the Santa Monica Public Library

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