4 Categories of Users

Dr Arvind K Sharma

Introduction

Library and information centres collect, organize, retrieve and disseminate information to fulfil the needs of users. In the 21st Century, there is a paradigm shift in the functioning of libraries; now the libraries are more user centred, focused and friendly. In earlier days, libraries were concerned to fulfil the need of the users in anticipation and/ or on demand, but now user is the integral part of all library processes and services. User is no longer an outsider or just a recipient, as he was earlier, a silent service taker, but now user is an active participant in all processes and services of libraries. The user in terms of library and information science may be readers of the library and all those who use the library for different purposes but in general, readers of the library are user. The library is called a trinity of –

Readers,
Reading materials; and
Library personnel.

Here in this trinity user has been considered as the most important constituent. All library activities are focused for catering to the information needs of the user. With the advent of the information communication technologies (ICTs), various types of platform are available and user services can be provided in real time enabling the library professionals and users to work symbiotically and ensuring seamless functioning of the library.

Indian library users have very diverse and complex social profile. Users are influenced by their social background, cultural, political, and economic conditions. There are various terms used in various contexts to represent the concept of reader across the world. In this module an attempt has been made to define and describe various alternative terms in library and information science, Jennifer Rowley, Heidi Julien, Michael Gorman, BT Laloo etc. have attempted to differentiate these alternative terms.

Alternate terms for ‘User’

In library and information science literature, various terms have been used to represent the concept of user. There are varieties of terms used in different contexts for users. These all terms reflect the same meaning and inter-changeably used for the term user with different connotations. These terms are enumerated alphabetically as below.

Audience
Borrower
Buyer
Client
Consumer
Customer
Patron
Purchaser
Reader
User
Visitor

Meaning of Alternate Terms

In libraries and information centres various terms are used to represent the user. All terms have different meaning, scope, purpose and uses, though these terms which are used by different subject experts, are synonyms or near to synonyms to represent the concept. The definition of various key terms is given below:

4.1 Audience

Audience is a common term, which is used in library and information science too. This term is used in the context of public libraries and research activities. Audience is defined as “The group of consumers for whom a media text was constructed as well as anyone else who is exposed to the text”(Wilson, 2011). Definition is very wide. This definition reflects the media and information literacy context. Generally audience are viewers of any programme or show. Wikipedia says, “… an audience is a group of people who participate in a show…”

4.2 Borrower

According to ODLIS a borrower is “a person who checks out books and other materials from a library. Most libraries require users to register to receive the borrowing privileges associated with a library card. ……..The library privileges to which a borrower is entitled are indicated by the individual’s borrower status.”

The term is widely used in circulation activities or circulation counter of a library. In the context of library‟s functioning borrower, reader or user terms are synonymously used. Various other terms have been coined with association of this term, for instances, borrower‟s card, borrowers‟ register, borrower account, borrower status, and borrowing period.

4.3 Buyer

Business Dictionary defines buyer as a of ” party which acquires, or agrees to acquire, ownership (in case of goods), or benefit or usage (in case a services), in exchange for money or other consideration under contract of sale.”

Libraries are the social institutions and considered as the not profit organisations; hence they do not come under the purview of business. The concept of marketing is now being applied in the operation of libraries. Some libraries and information centres are charging for their services, but charges are meagre and not for profit. So this term is not popular and frequently used in library scenario.

4.4 Client

According to ODLIS a client is “a person who uses the services of a professionally trained expert, or of a professional organization or institution, usually in exchange for payment of a fee. Librarians employed in academic and public libraries usually refer to the people they serve as users or patrons because libraries have traditionally provided most services without charge. Information brokers who operate on a fee-for-service basis can be more appropriately said to serve clients.”

This definition elaborates the term and also describes the scope of the term in various contexts.

4.5 Consumer

Consumer is also synonyms to user. Business Dictionary defines it as “1. A purchaser of a good or service in retail. 2. An end user, and not necessarily a purchaser, in the distribution chain of a good or service.” Generally this term is not preferred in the literature of library and information science.

4.6 Customer

According to Business Dictionary a customer is a “a party that receives or consumes products (goods or services) and has the ability to choose between different products and suppliers.”

Harrod‟s Librarians‟ Glossary and Reference Book defines customer. “…the user of a service; in particular the term implies that a financial transaction is taking place whereby a service or commodity is transferred to a purchaser.”

The definition given by Business dictionary is more comprehensive and incorporates all types of consumers.

Today this is fashionable to call information as a product or a service and libraries provide information products and services to their readers. Most of the services are rendered free of cost by the libraries, some cases they charge but nominally.

4.7 Patron

This term is often used in libraries and in library and information science literature. ODLIS defines patron as

„any person who uses the resources and services of a library, not necessarily a registered borrower. Synonymous with user.‟ Generally patron means a person who donates or supports organization.

4.8 Purchaser

Business Dictionary says that purchaser is a „person or entity that is a recipient of a good or service provided by a seller under a purchase order or contract of sale.‟Generally this term is not used in library activities. Most of the library products and services are free of cost or charges are very nominal.

4.9 Reader

This is a core term frequently used in libraries. Generally libraries have reading room, in which readers read or consult materials kept for this purpose. Harrod‟s Librarians‟ Glossary and Reference Book defines reader as a person who makes use of literary material in a library; a member of a lending library is frequently called a Borrower.” Reader is a general term, which is frequently used interchangeably for user.

4.10 User

User is a person, who uses library and information resources for various purposes. It may be an individual, a group, an institution, or any other. It is to be noted that user’s information need could / will be different or vary time to time and place to place. It must be remembered that in the changing world the information need is also changing very rapidly. This is more important how do LIS professionals frame or feel problem? If LIS professionals do not indulge in the user studies, they would not be able to accurately forecast the future scenario. In libraries and information centres the terms user, reader, patron and borrower are frequently used for various purposes. In LIS literature these terms have been defined to differentiate their connotations.

4.11 Visitor

Dr. SR Ranganathan used this term frequently in his writings. He expressed “ visitors fall into two groups : those who want immediate attention…. and those who want to make unhurried selection without too much assistance.” ( Ranganathan : Five Laws of Library Science: 74). This is general term, a visitor who visits a place or someone or somewhere. Visitor visits the library and information centres to consult or refer the material to fulfil his / her information needs. This is common term used for a user, who visits a library.

Importance of User

Father of nation Mahatma Gandhi has said, “…a customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.” This statement describes the whole philosophy of serving the people. LIS professionals should keep this statement in mind while serving the users.” Customer is the King ” is a slogan we listen everywhere in the market. It shows the importance of users in the market. User satisfaction is the supreme and ultimate purpose of any library.

S.R. Ranganathan expressed his view on the importance of users in library science profession, he said “you should not impose your ideas, your likes and dislikes on him …….Alas! we are all human and in trying to prove that we are right, we loss sight of our main object which is to help the visitor in finding out what he can use with pleasure and profit. Work with reader. Don‟t work on him. You can lead him. But you can not drag him. Work with him on his own ground.” (Ranganathan, The Five Laws of Library Science) User is very important component of library system or of any information generation, exchange and utilization process. Information is a public resource or a common resource; it must be made available to all citizens on equal footing. Library and information centres are deeply associated with the information generation, exchange and utilization process. This process can be made more effective and useful if users participate in this process. Now users are not only beneficiaries of services or passive actors in this process. In the 21st century‟s changed scenario, a user is an active part of any product or service. Now ICT has given a platform for reciprocity in the functioning of libraries and information centres. Libraries should understand the importance of the user and they must associate users in the planning of products and services rendered. Today libraries are facing several problems; one of them is the dearth of users. Many people do not visit libraries to avail their services. Endemic nature of this problem in India can be realized by visiting any library. This problem can be solved by giving due importance to users. As users are beneficiaries of any information product and service ultimately, their opinion and feedback with regard to planning and execution of any service and product would associate more of them to the libraries. Users‟ need must be satisfied by all means.

Categories of Users

It is very difficult to cover or limit the scope of the categories of users. Users may be categorised in various ways. How to capture or limit possible categories is a big challenge before the professionals. In this module an attempt has been made to give one dimension to understand the wide and complex scenario of the phenomenon. Categories of the user may be divided on the basis of some characteristics. Further categorisation may be done on the basis of attributes.

The diagram given below shows the various categories of the users:

Diagram 1: Various categories of the users

In the following diagram a term “person” is illustrated and various divisions, subdivisions and sub-sub division are enumerated on the basis of different attributes. This chain of divisions can be enhanced in any direction by adding an attribute. For instance, in the following diagram term ” person” has been further divided by literacy, by gender, by age, by marriage status and by economic status. Then each division is again put under subdivisions. A map is ready to understand the scope of categorization of users.

Diagram 2 : Showing a categorization of a term ” person” with various attributes.Categories can be made on the basis of attributes or scope and development of new knowledge. For example: User can be categorized on the basis of different kind of disabilities as enumerated in Wikipedia(< en.wikipedia.org/wiki/Disability<).

Categories of disabled users

1 Physical disability

2 Sensory disability

2.1. Vision disability

2.2. Hearing disability

2.3. Olfactory and gustatory disability

2.4. Somatosensory impairment

2.5. Balance disorder

3 Intellectual disability

4 Mental health and emotional disabilities

5 Developmental disability

6 Non –visible disability

Categories of students

Categories of students can be drawn on the basis of various attributes, such as :

Diagram: 3 Categories of Students

Persons associated with educational activities, for example :

Teachers: Teacher can be further categorized on the basis of level of education :

Universities : Professor, Associate Professors, Assistant Professors, Demonstrators
Colleges : Associate Professors, Assistant Professors
Schools: Postgraduate Teachers, Trained Graduate Teachers, Primary Teachers.

Administration: Registrars, Finance Officers, Section Officers, etc

Diagram: 4 Categories of Users on the basis of literacy :

Characteristics of Users

It is very difficult to enumerate all characteristics of users, because user is a blanket term, which incorporates a variety of attributes. Some of characteristics may be:

Social background
Racial
Ethnic
Religious
Cultural
Social
Economic
Demographic
Physical
Mental

Every user has a specific kind of behavior, because the personality of a person gets affected by their religion, family values, demographic and geographical attributes, cultural environment and values exists in that society. All these factors affect the information seeking behavior of the users. Users as individuals or as groups always have a specific kind of features. Library and information science professionals should always keep in mind these characteristics. Accordingly, they can plan and execute various information products and services to the users. Ultimate task or function of any library product or service is to satisfy the ever-changing and ever-growing information needs of the users. If LIS professionals know the attributes of the users, they can plan product and services in better way.

Summary

User is the most important component of library activities or information business. There are various alternative terms for user, such as: audience, borrower, buyer, client, consumer, customer, patron, purchaser, reader and user. All these terms have been defined and explained above. In this module, an attempt has been made to differentiate these terms. Categories of users have been enumerated and it has been explained how these categories can be multiplied by taking into account different attributes. Various characteristics of users, such as their social background, viz., their racial, ethnic, religious, cultural, social, economic, demographic, physical, mental statuses among others affect their information seeking behavior.

References

Devrajan, G. Users approach to information in libraries. New Delhi, ESS ESS, 1989.
Harrod‟s Librarians‟ Glossary and Reference Book/ Compiled by Ray Prytherch. Hampshire : Ashgate,2005.
Hollingswort, Sandra and Gallego, Margaret Toward a Collaborative Praxis of Multiple Literacies. Curriculum Inquiry, 6 (3), 1996), 265-292. http://en.wikipedia.org/wiki/Audience, (Retrieved on Aug 18,2014)
http://www.abc-clio.com/ODLIS/odlis_c.aspx
http://www.businessdictionary.com/definition/buyer.html ( accessed on 16.05.2014)
http://www.businessdictionary.com/definition/consumer.html< html ( accessed on 16.05.2014)
http://www.businessdictionary.com/definition/customer.html html ( accessed on 16.05.2014)
http://www.businessdictionary.com/definition/purchaser.html( accessed on 16.05.2014)
Laloo, B. T. Information needs, information seeking behavior and users. New Delhi : Ess Ess,2002.
Prytherch, Ray, Comp.(2005). Harrod‟s Librarians‟ Glossary and Reference Book/. Hampshire : Ashgate,P.351.
Ranganathan, S R. Five Laws of Library Science. Bombay : Asia Publishing House, 1963.
Sharma, AK. Information Seeking Behaviour of Rural People. New Delhi : Classical Book Company, 2008.