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Some library users come in the door knowing exactly where to go, with clearly defined and communicated needs. However, many more enter the library on an exploratory mission and often stop at the first service desk that catches their eye. In many libraries, this point of first contact is a security or general information desk, not a full-service reference desk. This opens the question, are users being served effectively and their expectations being met? During the first several weeks of the fall 2003 semester, staff at the service desk closest to the front door of a large academic library recorded the specific questions asked by library patrons and their responses. This data was subjected to qualitative analysis techniques and revealed some trends in what current students are seeking when they initially come into the library. The results are useful for managers to consider in establishing appropriate staffing models (such as who should work at this desk), developing relevant training, and planning service desk and collection spatial configurations. This article presents the results from this study and explores possible factors that managers should take into consideration. [ABSTRACT FROM AUTHOR]

The article examines technologies used to provide library patrons with the same kind of success in finding information as achieved with Google searching. It is recommended to simulate Google, and then move beyond Google. One technology that allows libraries to emulate the "do not make me think" environment provided by Google is federated searching. With this kind of searching, users can access article's indexes, the library's online catalog and locally developed or Web databases all at the same time. Another technology, faceted browsing or search clustering, allows the user to narrow down their search results contextually.

The author discusses seven measurable criteria that he accepts as defining a "great library": Great libraries provide measurably superior service; have great funding; train and retrain their staffs; integrate their virtual, place and outreach services marketing; serve both the weakest and the strongest among their constituents; provide constituents with education and entertainment; and use virtual tools to offer a full range of timely information and services. These measurable characteristics define a modern library, the library that users want. [ABSTRACT FROM AUTHOR]