SUPPORT SERVICES FOR REMOTE USERS OF ONLINE PUBLIC-ACCESS CATALOGS

Library patrons now have the ability to access automated systems independent of the library itself. They are accessing online catalogs, locally mounted indexes and abstracts, full-text databases, and calendars of events from the convenience of their homes or offices. Because information professionals know so little about these users-who they are, how they use information systems, what problems they encounter-they often are referred to as "invisible users." A growing and uniquely important group of online catalog users, remote patrons deserve more and better advocacy from librarians. This article focuses on users of online public access catalogs (OPACs). It discusses the nature of remote users, the problems they encounter with OPACs, and the ways in which libraries can provide appropriate support services to meet their needs.