The purpose of this article is to raise issues about how libraries interact with users in the twenty‐first century, and design and deliver services that make a difference, using evolving digital reference services as one model.
The author raises questions relating to a conference theme, “Recognizing the success of reference”, and provides examples from the UCLA Library to illustrate customer‐centered service.
While there are no easy answers to the provocative questions, they must be asked in order to improve library services.
Stimulates thinking and discussion about reference and other users' services in libraries.
Asks important questions about the status of reference services in today's libraries, and challenges numerous core assumptions about the design and delivery of such services.
