The development of online services in libraries greatly impacts the way a library operates and how services to users are performed. Customer demand has increased the need for libraries to develop online services and this in turn has benefited and increased delivery of services to customers.
The needs and expectations of library customers are changing, as Henezel (2004, p.31) states, “With an increasing focus on technology and an exponentially increasing number of information resources, the expectations of information users are changing. They want information fast - and it must be authoritative and relevant.”. Libraries now cater to the online user, placing many library services that were performed manually online, “online customers should be able to do anything that can be done by a customer in a library branch.” (Hyland, 2006).
In terms of customer satisfaction and service delivery the benefits of online activity are great. Henley reports that the number of customers physically visiting the ACT public library has steadily increased. (Henley, 2004) It is because of the increased online activity that face-to-face visits to the library have increased, users have information and access to library services not previously available and coupled with the provision of current trends in technology, such as public internet access, e-book services and, if possible, wireless connection for laptops, a benefit of online service has been increased interest and user activity in the library.
While creating an online presence for libraries increases user interaction with library activities, it also presents challenges and changes for library staff. Manual services, such as processing requests for library materials and checking user records, have gone online, so staff are undertaking new duties. With the online services being used, glitches and mistakes that have blocked access to areas of information are now becoming obvious, helping librarians to clear away forgotten debris and unwanted data. By reducing the digital divide, librarians can provide delivery of services that focuses on customer demand, providing insight into future developments that will benefit the library.
The development of online services has bought many changes and benefits to the service delivery and service philosophy in libraries. Increased activity online has increased interest and usage of library services, online and physical. Library staff have altered their workloads and taken on new duties to develop skills to best provide service to the online community. Service delivery is fast, efficient and can effectively provide users with services and information that they require. Online access to services has helped place the user as the demand driver for future advancements.
References
Hyland, Margaret. (2006). ACT public library online information services. Incite, 12. Retrieved 5th September, 2007 from http://alia.org.au/publishing/incite/2006/12/print.html?ID=25
Henezel, Sue. (2004). Creating user profiles. [Electronic version]. Online, 28(3), 30-33.
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