Surviving in the digital age by utilizing libraries' distinctive advantages
| DOI | https://doi.org/10.1108/02640470910947647 |
| Date | 10 April 2009 |
| Published date | 10 April 2009 |
| Pages | 298-307 |
| Author | Suqing Liu,Sansan Liao,Jing Guo |
| Subject Matter | Information & knowledge management,Library & information science |
Surviving in the digital age by
utilizing libraries’ distinctive
advantages
Suqing Liu and Sansan Liao
Peking University Library, Beijing, People’s Republic of China, and
Jing Guo
Shanghai Jiao Tong University Library, Shanghai, People’s Republic of China
Abstract
Purpose – The purpose of this paper is to discuss how to make libraries adjust their roles in the
digital age through exploring changing user needs and expectations, and utilizing libraries’ distinctive
advantages, so that library resources can be much better used and library users can be best served.
Design/methodology/approach – Library user surveys were conducted by Peking University
Library from 2006-2007. The surveys are partially analyzed to reveal user needs and the relevant
responses.
Findings – Based on the surveys and related studies, the changing user needs and expectations can
be seen: a single point of discovery for all resources from anywhere at anytime; a simple, intuitive user
interface and good results; seamless services to ensure resources immediately available; open platform
and easy user communication; convenient self-services and personalized services; and embedding
library services into users’ workflows. From these needs and expectations, libraries, particularly those
serving academic communities, need to reassess their roles to offer services in innovative ways.
Originality/value – The paper highlights the needs and expectations of library users using a
holistic approach while providing services. Libraries’ distinctive advantages in the digital age are also
analyzed.
Keywords Digital libraries,Customer satisfaction, Informationservices, Academic libraries,
Electronic media,China
Paper type Research paper
Introduction
The ubiquitous internet and easy-to-use web search engines have significantly
changed users’ information environment and behavior, with most users starting their
searches with a search engine and not with a library portal (Gastinger, 2006). Like it or
not, it is true that conventional libraries are losing users, and Google is winning users.
Google and its ilk have created a model that librarians, as information providers, must
meet head on (Luther, 2003). It is time for librarians to rethink how to adjust a library’s
role to keep it competitive in the digital age.
What has changed? First of all, let us see what has happened? In the past,the library
was the center of resources and librarians had a near monopoly on access and most
users had to rely on them, but network information environment has marked a
revolutionary shift in user behavior. Nowadays, most users can access a vast range of
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The paper is supported by National Social Science Fund of China (Grant No. 08CTQ001).
EL
27,2
298
Received 7 October 2008
Revised 28 November 2008
Accepted 4 December 2008
The Electronic Library
Vol. 27 No. 2, 2009
pp. 298-307
qEmerald Group Publishing Limited
0264-0473
DOI 10.1108/02640470910947647
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