Icebergs
It's not hard to agree with Rick Anderson's article on library "icebergs". I am often asked by customers for help navigating something as simple as our library catalog. It seems fairly simple to us and I think most people are able to navigate it without too much trouble, but even our catalog could probably be made simpler and more user friendly. Libraries should definately focus efforts on simplifying ways for customers to access information. I also agree with Mr. Anderson on the topic of pumping up library services on the web.
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