If we change it - will they come?

• Published in: Reference services review Vol. 34; no. 3; pp. 333 - 339
• Main Author: Strong, Gary E.
• Format: Journal Article
• Language: English
• Published: Bradford Emerald Group Publishing Limited 01.07.2006; Emerald
• Subjects: California; California University at Los Angeles; Customer services; Digital libraries; Exact sciences and technology; Information and communication sciences; Information science. Documentation; Information service management; Libraries; Library and documentation centre management; Online reference work; Reference services; Sciences and techniques of general use; University libraries; USA; User service management; United States; North America; America; Reference services; Libraries; Managerial optimization; User service; Library management; Organizational change; Reference service; Example; User oriented; Library; Service quality
• ISSN: 0090-7324; 2054-1716
• DOI: 10.1108/00907320610685292

Purpose - The purpose of this article is to raise issues about how libraries interact with users in the twenty-first century, and design and deliver services that make a difference, using evolving digital reference services as one model.Design methodology approach - The author raises questions relating to a conference theme, "Recognizing the success of reference", and provides examples from the UCLA Library to illustrate customer-centered service.Findings - While there are no easy answers to the provocative questions, they must be asked in order to improve library services.Practical implications - Stimulates thinking and discussion about reference and other users' services in libraries.Originality value - Asks important questions about the status of reference services in today's libraries, and challenges numerous core assumptions about the design and delivery of such services.