Students may want access to library information from other cities or even other states. Public libraries that have e-mail addresses or web sites may find that people who have never set foot in the library will suddenly send an electronic request. As more people purchase home computers and connect to the Internet, the electronic profile of the library grows dramatically. As with the distance learners, this cyber-growth may result in requests coming from people far from the library's home community. The services that virtual patrons will expect differ little from those that the library provides to in-person patrons.
Librarians receive reference requests via e-mail and from web site users.
Many libraries have local systems that allow them to accept interlibrary loan requests from patrons using their catalogs on the web. If the library has a way to authenticate users, even circulation requests can be made over the Internet. The most significant additional service that electronic library users have is the need for technical support. Once they are aware that Internet access is available, they will look to the librarians for assistance to gain access and to use the electronic services. As library staff prepares to provide technical support, they must consider three major issues.