Fulfilling information needs by classifying complex patron needs

Abstract

Purpose This paper aims to describe how public librarians can better address complex information needs. First, librarians should classify the degree of complexity of the need by using Warner’s classification model; then they can use Popper’s three world theory to anticipate and respond to complex information needs by following specific steps. Design/methodology/approach After examining the information science literature, appropriate models were selected to support public librarians. Our information science scholarship, coupled with our practical experience, informed our search and selection. Findings This paper details specific steps that public librarians can take to anticipate and respond to individual information needs. Doing so is imperative as the information needs of the public continue to become increasingly complex. Originality/value This paper improves information practice because it offers specific steps to aid public librarians to anticipate and respond to complex information needs. It draws upon an existing model and theoretical framework. This paper also highlights selected examples of how public librarians across the USA have anticipated information needs, and developed partnerships with organizations external to the public library to address complex information needs.