And the user concern we heard most frequently from you was that users have problems finding materials - these range from getting the right call numbers to using the right catalogs to figuring out various shelving schemes in different buildings and collections. Users' expectations are high. Their most urgent demand is the instant delivery of materials or information in the format they desire. Users are often unprepared to wait the time it takes to retrieve materials from storage and from closed stack areas. Both faculty and student users have deadlines.
Users seem pleasantly surprised when they get immediate answers.
Users expect that everything is available electronically, that we have access to it, and that it can be accessed from anywhere, on or off campus. Another frequently heard concern that you reported to us has to do with hours of service. Users often assume that the hours of services in all the buildings are the same. WANTing to serve patrons well. Often partrons just want an answer, while we want to teach them how to find the answer.