The Online Computer Library Center (OCLC) has published a major multi-author report entitled The Library in the Life of the User: Engaging People Where They Live and Learn. Highlights reported by compiler and co-author Lynn Silpigni Connaway
People associate the library with books and do not consider the library in relation to online resources or reference services.
People may not think of using libraries to get their information because they do not know that the services exist and some of the existing services are not familiar or do not fit into their workflows.
The context and situation of the information need often dictates how people behave and engage with technology.
Engagement and relationship building in both the online and physical environments is important for the development of successful and effective services.
The abstract and a link to the full report is at