The guides they use are enthusiastic and well trained. Tours do address some basic physical orientation questions. A very basic directory would help. Simplest possible directory required. The Library and information environment has become more complex.
Users are confused.
Library web sites address very diverse audience which leads to formal tone and approach. Some libraries have addressed this by having split environments in their web site. Jargon can be imprecise. Students do not have time to adjust to our schedules. We have the most success with course specific service and when integrated into classes.