Examines literature for guiding libraries to develop services that comply with the Americans with Disabilities Act of 1990. Presents a case of the University of Alabama Libraries' establishment of a technologies lab to serve the needs of the blind, visually impaired, and learning disabled students; examines problems and efforts to increase staff…

Discusses the history of problem patrons in libraries and explains various types of problem patrons and their identifying behavior. Highlights include senior citizens; technology-created problems, such as users with cell phones; eccentric behavior; non-compliance with library rules; harassment; intentional bad behavior such as theft; and problems…

Discussion of problem patrons in libraries focuses on how businesses handle customer complaints, namely regarding them as opportunities to improve customer service and satisfaction. Suggests libraries need to provide channels for patrons to make complaints, follow up on them, and train staff to deal with user dissatisfaction. (Author/LRW)

Investigates how psychotherapists define, cope with, and treat difficult patients. Explains the psychology of difficult clients, techniques psychologists use in working with them, and how these might be utilized by librarians, and emphasizes the importance of seeing difficult clients as a means of personal growth. (Author/LRW)

Identifies difficult patron issues in academic libraries from the librarians' perspectives and offers solutions to try and prevent them from becoming problems. Topics include labeling academic library users; eliminating sources of conflict between faculty and library staff; and conflicts between students and library staff. (Author/LRW)

Examines what is being done to implement cultural diversity in libraries. Topics addressed include affirmative action; defining cultural diversity, including the significance of ethnicity, race, and race relations in the workplace; problems in implementing cultural diversity; and examples of successful implementation programs. (Contains three…

Discusses some of the problems created by the introduction of the Internet to academic library services. Topics include problems with the structure of the Internet, librarians' training on the Internet, the preparedness of current users for the Internet, and the impact on bibliographic instruction. (Author/LRW)

Considers problem library patrons in a virtual environment based on experiences at California Institute of Technology's Web site and its use for virtual reference. Discusses the virtual reference desk concept; global visibility and access to the World Wide Web; problematic email; and advantages in the electronic environment. (LRW)

Discusses problems with patron Internet access in academic libraries and describes a study conducted at Northwestern University (Illinois) that used Internet tracking software to assess user Internet behavior. Topics include Internet use policies; pornography; and loss of control over library services and information content that is provided. (LRW)

Discusses problems with Library of Congress Subject Headings (LCSH) not keeping current, particularly with ethnic and racial headings. A historical review of changes over the past 20 years is provided, including various studies of LCSH; Canadian adaptations are described; and making subject heading changes in online catalogs is discussed.…

Willingness to return to the same librarian avoids the limitations associated with using accuracy as a primary measure of success. Based on a case study, factors associated with the successful reference interaction are examined. Problems with accuracy as a success measure, staff activity upon approach, interpersonal skills, and ability to…

Examines libraries as postmodern institutions, identifies barriers to research imposed by library collections and services, considers how CD-ROMs magnify these barriers, and offers an instructional method using active teaching and learning methods known as critical pedagogy for bibliographic instruction in academic libraries. (Author/LRW)

Describes several omnibus social work/human services Web sites with "social problems" links. Strategies are also suggested, and examples provided, for identifying additional Internet resources by framing the search in the context of lifespan development and in terms of institutional stakeholders. (Author)

Examines the use of federal economic statistics by library patrons. Highlights include statistical questions, overview of the federal statistical system, the impact of government policies, responses of federal agencies to budget reductions and government policies, and problems and alternatives. (LRW)

Addresses information-seeking behavior within an information-poor life style; examines knowledge gap theory and the role of interpersonal sources. Concludes that mass media do not respond to the needs of the poor. (AEF)