A quantitative and qualitative study of an innovating academic library examined individual, departmental, and organizational activity and considered three aspects of a learning organization model: continuous learning, team learning, and shared vision. Internet use was the innovation investigated. Concludes that learning and innovation in an…

Interviews with two reference librarians and two users of reference services explored the concept of quality in academic reference services. The study determined that providers and users agreed on the meaning of quality service: librarian knowledge and willingness; mutual expectations, willingness, competence, and satisfaction between librarian…