Here in Liverpool we have experienced a substantial drop in numbers of
enquires in the main reference departments (though of course not Local
Studies) in recent months. We obviously want to know why so we can attempt
to deal with it, and we have some actions already in hand.
Has anyone else experienced the same fall in enquiries, particularly in big
city centre libraries, or is this just a local phenomenon?
The most obvious cause is of course the Internet. We may have reached a
"critical mass" where there are enough people with access at home or in the
office or where they study, and a sufficient body of information and
documents on the Web, so that people think they no longer need reference
libraries.
Part of the problem also lies in the formal CIPFA definition of an enquiry
which requires "active involvement of staff" so that if for example you
improve your guiding, as we have done, your customers may ask fewer
questions.
As libraries offer more services electronically, this kind of enquiry count
will become less relevant to what we do, but it is (for now at least) a
return we have to make to CIPFA. Nevertheless the fall in numbers is real
and we have to do something about it.
All comments and suggestions welcome!
Tim Parrott
Information Services Manager
Liverpool Libraries and Information Services
Tel: 0151 233 5830
Fax 0151 233 5824
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