Arguing that complaints are inevitable and that complaint handling should be an integral part of the library's public service program, this paper identifies and discusses the components of such a program. Concerns discussed are those that should be of general interest to all types of libraries, and the primary focus is on external complaints,…

Recognizing the responsibility of library staff members of maintain a pleasant environment for the public in the library, this manual discusses the library user's and library employee's rights under the law and how to protect them. It is arranged alphabetically by the type of problem or emergency that may be encountered. The procedure for handling…

Discusses three school activities--electronic messaging, problem solving, and database searching--that make use of computer telecommunications. Multipurpose services, equipment and software, training and support, low-cost start-up ideas, and the role of the library media center are also covered. Two recommended publications on telecommunication…

Discusses recommendations from the National Commission on Libraries and Information Science for defining, developing, and promoting library media programs that teach information finding and using skills. Areas covered include helping students develop thinking skills, theoretical implications of current research on how children process information,…

Discusses recommendations on how social studies concepts should be presented to elementary and secondary school students so that broad understandings and problem-solving skills emerge. Intervention strategies that might be useful to library media specialists as they help teachers and students with resource-based units of instruction are described.…