Fulfilling information needs by classifying complex patron needs
ISSN: 0090-7324
Article publication date: 10 February 2021
Issue publication date: 6 May 2021
Abstract
Purpose
This paper aims to describe how public librarians can better address complex information needs. First, librarians should classify the degree of complexity of the need by using Warner’s classification model; then they can use Popper’s three world theory to anticipate and respond to complex information needs by following specific steps.
Design/methodology/approach
After examining the information science literature, appropriate models were selected to support public librarians. Our information science scholarship, coupled with our practical experience, informed our search and selection.
Findings
This paper details specific steps that public librarians can take to anticipate and respond to individual information needs. Doing so is imperative as the information needs of the public continue to become increasingly complex.
Originality/value
This paper improves information practice because it offers specific steps to aid public librarians to anticipate and respond to complex information needs. It draws upon an existing model and theoretical framework. This paper also highlights selected examples of how public librarians across the USA have anticipated information needs, and developed partnerships with organizations external to the public library to address complex information needs.
Keywords
Acknowledgements
The authors wish to acknowledge the institutionals who have supported the work that has informed this research. The authors also wish to acknowledge the support of Karen Parry and the East Brunswick Public Library in addition to the Rutgers University School of Social Work.
Citation
Senteio, C.R., Montague, K.E., Brody, S. and Matteucci, K.B. (2021), "Fulfilling information needs by classifying complex patron needs", Reference Services Review, Vol. 49 No. 1, pp. 39-54. https://doi.org/10.1108/RSR-07-2020-0047
Publisher
:Emerald Publishing Limited
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