Magazine article Information Today

Retrospective: 25 Years Ago in Information Today

Magazine article Information Today

Retrospective: 25 Years Ago in Information Today

Article excerpt

We've come a long way, baby. As Information Today celebrates 25 years in print this year, we're taking a closer look at the hot news from 1983, gleaned from the actual issues.

In an article by Dena Gordon, "Customer Service and Training Trends: Communicating With the New Searcher," search was new and communicating with the customer was key.

"Since end users have become online searchers, vendors have been rethinking their customer communication strategies.

When BRS first introduced its new AfterDark system for end users in 1982, it was charting unexplored waters. BRS believed the service alone provided the necessary search assistance while online. However, very quickly its new customers began telling BRS they wanted more in the way of support....

Explaining how to search--in print or person-to-person--remains the greatest challenge for the vendor and database publisher. And the fact that those end users may be completely new to online presents the difficult task of creating an easy-to-follow, introductory search guide....

In the future, computer-assisted instruction (CAI) may prove to be useful because it is available virtually around-the-clock as a training tool. CAI also can be used effectively in teaching end users search techniques because it solves logistical problems, provides for different levels of learning, and alleviates conflicts in scheduling training sessions. The challenge is providing enough information to help the end user who has limited search experience or who has advanced knowledge. …

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