To improve customer service, some academic libraries have used a service philosophy statement to foster a shared understanding of service standards. The authors conducted semistructured interviews with heads of public services at academic libraries to understand how the service philosophy statement was used in practice and its impact on staff…

How can we best train student employees for public service roles? At UC Berkeley, as in many academic libraries, a student employee is the first person that a user will see when entering the library; they are the "face of the library." A positive interaction will set a positive tone for the user's library experience, while a negative…

Therapy dogs are trained and socialized to provide comfort to individuals who are ill or experiencing stress. The following article explores therapy dog outreach programs in academic libraries by describing a successful venture at McGill University Library. Background, planning advice, assessment results, and recommendations are presented with an…

There are many similarities between museums and academic libraries as public service institutions. This article is an examination of museum Web site practices and concepts that might also be transferable to academic library Web sites. It explores the digital manifestations of design and information presentation, user engagement, interactivity, and…

Libraries rely heavily on student workers for the day-to-day running of the library. Stephen F. Austin State University in Nacogdoches, Texas is no different. We report on Steen Library's training efforts to staff several public service points as well as keep materials on the shelves by cross-training student employees.

This column is typically devoted to discussion of the different ways in which public service librarians use technology. But for this, the special graduate student issue and her inaugural issue as the technology columnist, Breakstone is flipping things around. Public service librarians can best help their graduate student patrons by understanding…