| KRATKA VSEBINA | Splošne knjižnice (SK) so namenjene širokemu krogu uporabnikov, ki jim morajo ponujati čim več storitev, ki jih predlagajo teoretični članki s področja bibliotekarstva, in jih z njimi tudi ustrezno seznanjati. Pomemben pokazatelj, ali SK dobro seznanjajo svoje uporabnike s storitvami, ki jih ponujajo, je pričakovanje uporabnikov. V članku so predstavljene storitve, ki naj bi jih SK nudila svojim uporabnikom, opredeljen je pojem pričakovanja in predstavljeni so dejavniki, ki vplivajo na oblikovanje pričakovanja. Intervju je zajel 60 uporabnikov iz dveh SK. Namen raziskave je bil ugotoviti, v kolikšni meri se pričakovanja uporabnikov ujemajo s ponudbo storitev SK. Rezultati so pokazali, da uporabniki pričakujejo predvsem klasične storitve, kot so prosti pristop, izposoja, dajanje informacij po telefonu, čitalnica in medknjižnična izposoja; pomoč knjižničarja pri iskanju informacij; dostop do interneta; spletno stran knjižnice; knjižnični in vzajemni katalog in dejavnosti za najmlajše, kot je ura pravljic. Malo manj pričakujejo skupinsko vodenje po knjižnici in seznanjanje s kulturnimi dejavnostmi v mestu. Najmanj vprašanih uporabnikov pričakuje t.i. novodobne storitve, kotje ponudba elektronskih revij, tečaje za iskanje po internetu in drugih elektronskih virih, strokovne tečaje, kot je pisanje znanstvenih nalog in obknjižnične dejavnosti, kot so organizirani izletiin razvedrilne dejavnosti, kot so aranžiranje cvetja, slikanje, šivanje ipd. // Public librariesare used by a wide range of users. Therefore they should offer as many different services as possible. The proper introduction of library services to the users can be monitored by measuring their expectations. Thearticle represents the services, which public libraries should offer to their users, definition of the expectation and which factors influence forming the expectations. 60 users were interviewed in two public libraries. The purpose of research was to find out how expectation differs from public library service offer. The results show that most users expect traditional library services such as free access to books, loaning books, giving information over the phone, reading rooms and inter-library loan; furthermore, most users expect library consultancy and advisory services, access to the Internet, public library website, on-line library catalog andservices for the youngest members of the library. Fewer users expect guidedtour of the library and information on cultural events in the city. Very few users expect modern services, such as provision of electronic publications, courses or lectures for using the Internet and other electronic sources, special courses, such as how to write a scientific research, and services for leisure and recreation, such as organized trips,and fun activities, such as arranging flowers, painting, sawing, etc. |