OCLC Systems & Services: International digital library perspectives: Volume 16 Issue 4

From users to customers?

Jennifer Rowley

This article uses the language of marketing to provide a framework for thinking about users as customers. First we explore the nature of customers, and in particular identify the…

On the quality and usefulness of the specification in determining a customer’s requirements: a survey of UK library system suppliers

Shelagh Fisher

An effective library management system is essential to the operation of services but the procurement of a system is an infrequent activity with little opportunity for librarians…

The hidden user: providing an effective service to users of electronic information sources

Shelda Debowski

The increasing use of information technology in providing library services is an attractive and economic means of delivering knowledge to the user. However, it also generates a…

Seeking help in Hong Kong’s academic libraries

Ha‐lin Chiu

Academic libraries experience a common problem in promoting their reference services – users hesitate to ask questions because they are not sure whether the librarians are obliged…

JUBILEE: monitoring user information behaviour in the electronic age

Linda Banwell, Pat Gannon‐Leary

The three‐year JUBILEE project – JISC User Behaviour in Information seeking: Longitudinal Evaluation of EIS – is being funded by the UK Joint Information Systems Committee (JISC)…

Controlling access to the Internet in UK public libraries

Jonathan Willson, Tony Oulton

Policies and practices of UK public libraries in providing access to Internet services are reviewed. Results of a questionnaire survey conducted as part of the Library and…