From the literature reviewed, it is apparent that currently in the UK more attention is focused on levels
1 and 2, while in the USA levels 1 and 3 are emphasized more. Regarding the digital reference area, Bains
noted that “developments have been pioneered in the USA, but the UK library sector now appears to be
catching up”.
The authors argue that a systematic process to meet users’ information needs is required
since users’ needs are a complex issue.
No level should be overlooked. This article has also analysed the
role of reference librarians in the digital library. To improve information services in the digital library we
must