Libraries Can Be Confusing
§ Customers may also be confused by the arrangement of the library, reflecting the many different forms of materials. For example, they may not understand the reasons behind separating fiction and non-fiction, setting apart audiovisuals from other materials, or having indexes that only point to other materials.
§ Customers may also be confused by the layout of the library web site or what materials and services are offered online. They may also be unwilling to admit needing a little help using the library’s electronic resources or in locating quality Web information.
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