Who Are Virtual Patrons?

Defining the Virtual Patron

A virtual patron is anyone who primarily interacts with the library remotely. This may include accessing digital collections, managing an account online, attending virtual programs, or contacting the library through chat, phone, or email rather than visiting in person. Virtual patrons are not limited by age, location, or background; instead, they are defined by their mode of access.

Some virtual patrons use the library exclusively online, while others move fluidly between digital and physical services. For example, a patron might download e‑books but never browse the physical shelves, or place holds and renew items online without staff assistance. In this sense, virtual patronage exists on a spectrum rather than as a separate category.

Who Makes Up the Virtual Audience?

Virtual patrons reflect the diversity of the communities libraries serve. They may include:

• Students conducting research outside of library hours
• Working adults balancing professional and personal responsibilities
• Older adults with mobility limitations or transportation barriers
• Rural users living far from a branch location
• Patrons with disabilities who benefit from accessible digital formats

For many of these users, virtual access is not merely a convenience—it is the primary or only way they can engage with library resources.  

How Virtual Patrons Use the Library

Virtual patrons tend to be self-directed. They search catalogs independently, navigate vendor platforms, and expect services to be available whenever they need them. Unlike in‑person users, they do not receive incidental support from staff while browsing or checking out materials. As a result, their experience depends heavily on the clarity, reliability, and usability of the library’s digital environment.

When barriers arise—such as authentication issues, confusing interfaces, or account blocks—virtual patrons may struggle to resolve problems without clear, responsive support channels. A small obstacle can quickly become a reason to disengage entirely. Solutions like staffed chat and phone service can help alleviate the additional duties this brings to library staff.

Unique Needs of Virtual Patrons

Because they interact with the library at a distance, virtual patrons require:

• Easy, consistent access to digital collections across devices
• Clear communication about accounts, borrowing limits, and policies
• Timely remote assistance when questions or technical issues arise
• Inclusive design, ensuring platforms are accessible and intuitive

Meeting these needs requires thoughtful service planning, not just technology adoption. 

Why Understanding Virtual Patrons Matters

Virtual patrons represent a significant and growing portion of library users. Their experiences shape community perceptions of the library’s relevance, accessibility, and value. By taking the time to understand who virtual patrons are and how they engage with library services, libraries can make informed decisions that support equitable access—no matter where the patron happens to be.