§
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.