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

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

R. Wright Rix
Copyright: © 2012 |Pages: 7
ISBN13: 9781613503089|ISBN10: 1613503083|EISBN13: 9781613503096
DOI: 10.4018/978-1-61350-308-9.ch020
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MLA

Rix, R. Wright. "Changes in Customer Behavior: A Case Study in Reference Service at the Santa Monica Public Library." E-Reference Context and Discoverability in Libraries: Issues and Concepts, edited by Sue Polanka, IGI Global, 2012, pp. 230-236. https://doi.org/10.4018/978-1-61350-308-9.ch020

APA

Rix, R. W. (2012). Changes in Customer Behavior: A Case Study in Reference Service at the Santa Monica Public Library. In S. Polanka (Ed.), E-Reference Context and Discoverability in Libraries: Issues and Concepts (pp. 230-236). IGI Global. https://doi.org/10.4018/978-1-61350-308-9.ch020

Chicago

Rix, R. Wright. "Changes in Customer Behavior: A Case Study in Reference Service at the Santa Monica Public Library." In E-Reference Context and Discoverability in Libraries: Issues and Concepts, edited by Sue Polanka, 230-236. Hershey, PA: IGI Global, 2012. https://doi.org/10.4018/978-1-61350-308-9.ch020

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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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