User Preferences and Attitudes towards Reference Services and Service Models Within Medical Libraries

Abstract

References services within medical libraries are ever changing. This research examines users’ attitudes towards, and preferences for, services and service models provided by the reference department of a medical library. A survey containing both likert scales and free text response boxes was emailed to the staff of the Capital and Coast District Health Board, the staff of the University of Otago (Wellington), and the students of the same institution. These are all users of the Wellington Medical Library. The survey received 273 completed responses, and a focus group was conducted with volunteers from the survey. Responses were varied, and indicated that there is huge diversity within the users of medical libraries. Different user groups had distinct preferences. It is however apparent that many of the traditional references services and service models are preferred over some of the newer services emerging in other medical libraries. Overall, user attitudes are very positive towards reference services. Libraries need to be aware of the diversity amongst users, and not make assumptions about user attitudes to new technology.