Meeting the needs of remote library users

Abstract

Many higher education institutions now offer virtual delivery of academic programs via the Internet and the World Wide Web, and cater to the needs of growing numbers of distance education students. Before an academic library can adequately address the needs, preferences, and expectations of its remote patrons, however, it needs to understand the peculiarities and challenges of serving patrons at a distance. Penn State University’s World Campus (a virtual campus) is one of the leading distance education institutions in the USA, and its libraries are among those actively engaged in ascertaining the needs of remote library users and developing services and resources to meet these needs. A portrait of library resources and services available to World Campus students is presented, and results of a survey conducted to assess Penn State World Campus students’ perceptions, expectations and use of Web‐based library resources are reported. A key finding is that students are pleased with the quality and availability of library services, but not fully partaking of the vast array of services and collections.