Introduction

Why do libraries care for collections, collect, catalogue and digitize them? So that people now and in the future can use them. This chapter is the first of three which consider the challenges of bringing people and collections together. Each takes a different perspective on user access: customer services, marketing and communication, and outreach. This chapter will cover individual services to users:

Understanding Special Collections users

In order to manage and improve user services, it is essential to understand who users are and why they might wish to use Special Collections. In Chapter 9, we consider ways of analysing users and how to develop new audiences in more detail. Here are some basics to consider.

Internal and external users of Special Collections

A crucial question is the relationship of a user to the library or parent organization:

(Of course, an individual interested in particular Special Collections might be internal or external at different times of their life!).

The balance between internal and external users that is ‘right’ for a library will vary. Heavy internal use demonstrates value to the organization and helps maintain resources, but funding bodies will need evidence of use by external readers. In some libraries, for example subscription libraries or learned societies, internal users may be (and should be) dominant. However, if Special Collections contain unique and appealing material, and are marketed as discussed in this book, external people will want to use them, which may in turn benefit the parent organization.