User expectations of digital libraries
Our knowledge of user expectations of digital library services is largely based on
anecdote and opinion. Though this may seem a condemnatory viewpoint, the truth is
that it is typical of much of professional understanding in the library/information field,
despite the efforts of those who seek a more evidence-based practice (see, for example,
Booth and Brice, 2004), and those who take a more theoretical approach to the idea of
expectation (see, for example, Holshan et al., 2004). Even within the limited literature,
there is some confusion of usage between the idea of “user expectations”, and related
ideas such as user wants and needs.
There is relatively little systematic research in this area. Good examples of the latter
are the studies carried out by Fast and Campbell (2004), who compared the perceptions
and expectations of university students for searching the web and library who examined the use of an online catalogue by “web-savvy” student
users. who examined perceptions and expectations of user
communities and librarians in a New Zealand academic library. report two detailed studies of the relative use made of web search engines and
academic resources by UK students, and the expectations and perceptions of these two
forms of services. An example of thoughtful professional reflection on this topic is given
by Straw (2003). Other examples are quoted by Brophy and Bawden (2005).