If we change it – will they come?

Abstract

Purpose

The purpose of this article is to raise issues about how libraries interact with users in the twenty‐first century, and design and deliver services that make a difference, using evolving digital reference services as one model.

Design/methodology/approach

The author raises questions relating to a conference theme, “Recognizing the success of reference”, and provides examples from the UCLA Library to illustrate customer‐centered service.

Findings

While there are no easy answers to the provocative questions, they must be asked in order to improve library services.

Practical implications

Stimulates thinking and discussion about reference and other users' services in libraries.

Originality/value

Asks important questions about the status of reference services in today's libraries, and challenges numerous core assumptions about the design and delivery of such services.

Citation

Strong, G.E. (2006), "If we change it – will they come?", Reference Services Review, Vol. 34 No. 3, pp. 333-339. https://doi.org/10.1108/00907320610685292