Making Choices in the Virtual World: The New Model at United Technologies Information Network

~ S T R K T As TIE SER~TCESOF THF United Technologies Corporation Information Network have changed from a traditional library system to a virtual system of World Wide M'eb sites, a document delivery unit, telephone and e-mail reference, and desktop technical support, the onus of choice in seeking information has shifted onto the consumer. The Information Network must educate and empower its customers who were accustomed to the library as a physical place to check out books, talk to reference librarians, and browse journals. Now customers receive information network (IN) services without going to a special place. Staff tinie is freed for proactive information delivery, filtering, and analysis, as well as outreach and coaching of customers faced with many new choices. Also considered are issues of security and licensing for a diverse worldwide intranet.