Abstract
PurposeThe purpose of this paper is to identify the key features in the process of an end‐user identifying, requesting and obtaining a document they require. In addition it seeks to describe the issues that need to be addressed for this process to become successful and operational.Design/methodology/approachThe approach takes a descriptive form.FindingsThe paper finds that most technical issues have been resolved. The information community as a whole must address how the remaining obstacles can be overcome.Originality/valueThis is a readable paper by an experienced practitioner on the long‐standing vision of a seamless service for end‐users.
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