Public Services in Special Collections · 17
A majority of the responding libraries reported
on the impact that technology has had on public
services in Special Collections. The availability of
descriptive information for large percentages of
processed materials clearly impacts reference and
public service activities. Information about hold-
ings can be disseminated to a wider audience and
researchers can discover this information more eas-
ily. As some respondents commented, the number
of online reference requests has increased and the
nature of the requests has changed. Patron expec-
tations regarding how and when services should
be provided electronically also have changed.
Requests have become more specific because pa-
trons have access to detailed descriptive informa-
tion prior to interacting with reference staff. In
addition, the availability of digital objects online
makes it possible for users to gain access to hold-
ings without visiting the library and without inter-
acting with staff.
Technology also has affected how Special
Collections staff conduct outreach, instruction, and
other public programming. Libraries are working
with faculty and scholars to create digital content
for use in lectures and exhibits. Some libraries re-
port that online exhibitions have enhanced visibil-
ity and led to increased requests for information.
The increase in the number of off-site patrons
apparently has not affected the manner in which
Special Collections provide public services. Survey
responses reveal that libraries tend to serve off-site
patrons in the same manner that they serve on-site
patrons. The types of services offered and the fees
charged for those services tend to be about the same
for both types of users. Patron registration is the
one area in which libraries significantly treat off-
site researchers differently than on-site researchers.
Comments indicate that libraries do track off-site
public service transactions, but that a majority of
the libraries do not require formal registration for
off-site patrons.
It is understandable that libraries would not
register every patron accessing digital surrogates
online. However, for those patrons requesting ref-
erence services for holdings that are unavailable
digitally, it is somewhat surprising that the librar-
ies would not routinely collect information about
the nature of their requests. If the registration form
is intended solely as a security measure to track
physical use of holdings, then there is plausible
justification for this discrepancy. It is obvious, how-
ever, that many libraries intend for the registration
process to be much more than a security measure.
For example, some libraries require in-house pa-
trons to sign the registration form stating that they
have read and understand certain policies of the
library, such as reproduction and use policies. It is
clear that many libraries need to examine their reg-
istration procedures to determine if off-site patrons
should be treated in the same manner as on-site
patrons.
The results of this survey demonstrate an in-
creasing emphasis on public services in Special
Collections. Many respondents commented directly
on this, stating that staff and other resources have
been focused on public services. Several libraries
commented on staffing, specifically pointing to
the creation of new positions dedicated primarily
to public services. Many also commented on the
need for existing staff to be trained so that there
is greater flexibility and adaptability to change. It
remains to be seen whether this focus on public ser-
vices will adversely affect other activities, such as
collecting and processing, and some respondents
are anxious that this may be the case. However, it
is obvious that Special Collections staff are taking
advantage of a variety of opportunities, or creating
new opportunities, to deliver public services. For
their part, researchers are thinking creatively about
new ways to use Special Collections resources and
this certainly will have an impact on the delivery of
public services.