This paper discusses the importance of providing coherent and “seamless” access to information resources in an increasingly digital environment, in ways that meet customer needs and expectations. It looks at how customer access needs can be identified, at the tools and skills needed to deliver such access, and at the importance of measuring the success of that delivery. A response by the National Library of New Zealand to improving access, by providing a single point of access to local and remote resources, is set in an international context.
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