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User support for a library-managed online database search service: the BMA Library free MEDLINE service
J Rowlands1, J Yeadon, W Forrester
1BMA Library, London, United Kingdom.
Bulletin of the Medical Library Association
|July 1, 1997
Summary
This study details user support strategies for a library online database, focusing on the British Medical Association (BMA) Free MEDLINE Service. Effective user support, including help desks and training, is crucial for database adoption by novice users.
Area of Science:
- Library and Information Science
- Health Informatics
- User Support Strategies
Background:
- Library-managed online database search services require robust user support.
- The British Medical Association (BMA) Library's Free MEDLINE Service serves over 9,600 members, many new to database searching.
- User support is integral to the development and success of such services.
Purpose of the Study:
- To discuss user support in library-managed online database search services.
- To analyze the effectiveness of different user support components.
- To inform future service enhancements based on user support experiences.
Main Methods:
- Drawing experience from the BMA Library's Free MEDLINE Service.
- Analyzing help desk usage statistics (January-June 1996).
- Reviewing existing research on user support in database searching.
Main Results:
- User support comprised an information pack, help desk, online help, and MEDLINE courses.
- Help desk usage statistics provide insights into user needs.
- Novice users, unfamiliar with database searching, benefit significantly from structured support.
Conclusions:
- Comprehensive user support is essential for the adoption and utilization of online database services by a diverse user base.
- The BMA's multi-faceted approach to user support has been instrumental in the service's development.
- Future enhancements must consider evolving user support needs.