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,…

Discusses cultural changes and the meaning of their relationship to medical libraries. Three possible strategies aimed toward creating environment where innovation and risk-taking are encouraged are discussed: create integrative organizational environment; assemble staffs whose collective competencies span necessary roles in innovation process;…

Argues that, if libraries are to maintain their role in learning and research, they need to shift their focus from documents to content and from collection to individuals. Topics discussed include library concerns in 1939, services made possible by technology, and the necessity to implement information management strategies on campus. (22…

Discusses the need for young adult librarians to offer services which enable adolescents to apply information management skills to problem solving. Strategies to facilitate the development of such services are suggested in the areas of professional development, library services and programs, and professional research. (11 notes with references)…

Bibliographic instruction can do more than provide directions on library use for a specific assignment; it can contribute to the objectives of liberal education by teaching skills in asking questions, critically analyzing information, and answering questions. (MSE)

The future role, scope, and nature of bibliographic instruction (BI) and reference services at academic libraries is unresolved. Both have felt internal pressures and challenges during the past decade. It is suggested that BI and reference share tasks and become a single service. (92 references) (Author/DGM)

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,…

Addresses the implications for education of the expansion of information technology and proposes a model for teaching information skills within the context of an overall process. A model called the "Big Six Skills" is presented, and its application to information problems related to school, life, and work are explained. (10 references)…