Libraries and librarians generally aspire to provide the best services they can to their user communities. But what does that mean? Assumptions about what is needed may not necessarily align with the actual preferences of a given user group. In this column, Seth Quidachay-Swan presents a case study that explores the interaction between time of day and medium of information delivery. Examining data gathered in a law library environment, the author concludes that modern presumptions about the diminishing need for traditional information services may not allow for effectively managing user expectations.
Quidachay-Swan, Seth. "The Effect of Time of Day on Reference Interactions in Academic Law Libraries." Ref. User Serv. Q. 52, no. 4 (2013): 298-301.