Having extensively covered aspects of information and communication technology (ICT) developments that have influenced the library and information sector in recent years, this symposium deliberately aims to shift the focus to the people for whom technology is being developed and deployed in the first place.

Technological changes have provided the library and information profession with attractive and economic means of delivering knowledge to the client. Many new tools and services, and traditional tools, such as the catalogue, have been developed and enhanced by librarians to effectively support teaching, learning and research. It may be argued that technology has enabled librarians to provide better service than ever before. But it is not technology alone that has changed. The demographics of learners and the needs of information clients have changed as well. Combined, these factors have created a new market for library services with a new type of client. The result is a demand for high quality services that are quick, convenient and reliable. It also evokes the question whether library services have been sufficiently redefined to fully serve clients.

The purpose of this symposium is to discuss the shifting paradigms and emerging issues in the library and information services profession which affect customer relationship. Ultimately, it also hopes to celebrate the client as the pivot on which all services, technology and its applications hinges, and to explore ways to meet our challenge and obligation in the knowledge society.

It is appropriate
to characterise the present time as being “the age of the information customer” for at no time in the history of librarianship and information services has the authority of the customer been so recognised and so respected.   But, most of us who are involved in actually delivering services have some difficulty giving that concept its due (Rajesh Singh, 2003)