Provides an overview of electronic mail in libraries. Topics discussed include general business applications; interlibrary loan; acquisition and claims systems; document delivery; complete text journal databases; reference requests and answers; obstacles to electronic mail usage; telecommunications; cost factors; and the impact of voice mail and…

Discusses user satisfaction with remote access to online catalogs, categorizes the types of assistance remote users require, and considers the library's responsibility to these invisible users. An outline of suggestions for improving service to remote users is provided. (CLB)