Table 2 General lessons learnt
• Nothing beats face to face contact with users and
non-users.
• Do not make assumptions about the service.
• Never rest on laurels.
• Time saving services are essential – promote these
(i.e. you can take a search ⁄ requests over the phone
and e-mail the results).
• Ensure remote requests are dealt quickly with.
• Library staff chatting in the office is off-putting to users.
• A warm welcome is important.
• Market locally.
• Maintain departmental contacts.