Chapter 2: Next-Generation Service in the Library

Abstract

The past decade has been witness to dramatic evolutions in library service as patron expectations and the research process have changed. Libraries have found themselves competing with everyday content services like Google and Wikipedia, cafés such as Starbucks and Barnes and Noble, and home delivery and online streaming services such as Netflix. To stay in this information access market, libraries are shifting their services to better meet the demands of the new generation of user. Libraries are changing their look, changing their level of service, and partnering with the competition—all to continue to be a part of the research process and provide content to patrons when and where they expect it. This evolution is necessary to keep the library relevant to the researcher. This chapter will illustrate these new services that libraries are offering and explore what about them is meeting the demand of library patrons.