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The push toward the development of user‐managed online search processes is clearly evident in libraries. Implicit in this trend is the assumption that searchers are competent in searching these services and retrieving their desired information. However, a close examination of the search strategies of novices while they performed an information search task reveals some significant barriers to successful searching. The results illustrate that novice searchers work very hard on their searches, but find it difficult to develop an effective strategy. These difficulties often prevent successful completion of the search process. The study raises some serious issues which need to be further explored, particularly in terms of tracing user search behaviours, and in developing appropriate support services for such clients.

The increasing use of information technology in providing library services is an attractive and economic means of delivering knowledge to the user. However, it also generates a critical challenge that must be addressed: providing services electronically to users who are off‐site. Explores the issues relating to developing the user skills and competencies of distanced users, and examines the implications for the provision of information services in electronic information environments. Highlights the need to maintain a clear understanding of users and their difficulties in accessing electronic information services. Electronic information service needs to focus more effectively on training users in information search, increasing the types of electronic support to users, and raising the profile of the information services to maintain its market share. To achieve this, information services will need to become much more attuned to the information needs and usage patterns of the hidden user.

The purpose of the paper is to develop a framework for electronic document and records management systems (EDRMS) as a Service Work System. This enhanced overview of EDRMS support strategies suggests that the increasing shift in recordkeeping responsibilities to users requires greater consideration of the core activities that should be supported by RM professionals. The paper seeks to examine the concept of records management (RM) service delivery using this model.

The authors offer a complementary approach for EDRMS analysis, design and implementation augmenting the human computer interaction (HCI) approach. They show how ideas related to services can be incorporated into the existing RM domain and can enrich current approaches within this field.

The changing context from records management suggests a need to shift the RM orientation from a systems domain approach to a Service Work System model. A reorientation of records management emphasises stronger consideration of user needs and stakeholder expectations. The education of records management professionals to accommodate RM users' requirements will also encourage a stronger concern for the development of EDRMS that are “fit for purpose”.

Records management theory and practice would benefit from a shift in orientation from a systems driven Work Systems Model to a Service Work Systems Model. The shift to a Service Work Systems Model will necessitate a stronger consideration of user needs and stakeholder expectations and increased focus and approach to learning and education of records management professionals and users.

The concept of Service Work Systems to the development of electronic document and records management systems is introduced.

The paper introduces the concept of Service Work Systems to the development of electronic document and records management systems for RIM professionals.

The purpose of this paper is to point out paradigm shifts in recordkeeping responsibilities from records and information management professionals (RIM professionals) to knowledge workers, caused by advancements in information and communication technologies and by user and organizational expectations. The impact of these changes on the implementation of professional records management (RM) principles and guidelines particularly in ISO 15489 is discussed.

The paper looks at the issues from an academic viewpoint by reviewing ISO 15489's RM principles presented in Part 1 and guidelines in Part 2 of the standard. The currency of the standard in capturing the changing practices that are flowing into RM approaches are then evaluated against four of the principles. These four principles are reviewed against three key paradigm shifts.

The authors present evidence of significant paradigm shifts relating to changing technology, work practices, devolution of recordkeeping responsibilities to users, their growing expectations, and increasing organizational concerns for RM accountability. These are generating pressure on RM systems to change and become more responsive. This review highlights the critical need to better appreciate the changing RM context and its implications for broader policy and professional practice.

The key practical implication identified in the paper relates to reconceptualisation of the roles of RIM professionals, knowledge workers and senior management for recordkeeping.

The changing nature of RM in organizations will necessitate stronger engagement of knowledge workers and senior management with their RM services.

This paper focuses on the user responsibilities for RM versus traditional RIM professionals having this role. The paper offers an innovative view of professional RM practice and suggests some new directions for RIM professionals to better accommodate user needs and expectations.