This study was done to understand the user adoption pattern of a reference management tool such as Mendeley. Libraries can improve usage of reference management tools if they adopt a mix of learning support services. The study also found that structured support is more effective than ‘just-in-time’ support. Finally, support for early career researchers is more effective than for seasoned researchers. The results obtained from different Schools across North America were presented as a poster at the Special Libraries Association's Annual Library Conference in Boston in 2015.