The University of North Dakota (UND) Libraries have developed a multi-award winning Customer Service Program (CSP) involving longitudinal assessment and continuous improvement. The CSP consists of iterative training modules; constant reinforcement of Customer Service Principles with multiple communication strategies and tools, and incentives that…

Developing a strategy for embedding librarians in online courses can be challenging, but it is essential to demonstrate to accrediting agencies how libraries serve online students. A well-thought-out plan can be scalable and sustainable for rapidly growing online programs and can satisfy accreditation standards. This article examines how one…

In the summer of 2013, staff in the Access Services unit of an academic library began a cross-training and collaboration project in an effort to provide continued library service to the campus community. The cross-training was established in an attempt to address a shortage of staff as a result of budget cuts. The cross-training resulted in the…

Studies about diversity initiatives in academic libraries have primarily focused on large research libraries. But what kinds of diversity work occur at smaller libraries? This study examines the status of diversity initiatives, especially those aimed at students, at national liberal arts college libraries. Results from a survey of library…

Today's undergraduates approach research with needs and expectations that challenge traditional library services. The foundation for leading an effective response is the ability to assess undergraduate needs and translate these needs into tangible strategic initiatives that contribute to student academic success. This paper describes the…

This article assesses developments in public library provision for Black and minority ethnic [BME] communities in the UK since the publication in 1969 of the results of research into the needs of "Indian and Pakistani communities". It includes a brief discussion of some major societal issues, and then sets public library services in this…

The Institute of Museum and Library Services (IMLS) helps museums and libraries preserve our cultural heritage, enhance learning and innovation, and develop staff capacities to provide the best in service to our communities. IMLS has a long-standing commitment to funding grants and sponsoring research on the subject of how both preschool and…

Experienced librarians understand the importance of involving their patrons in the development and evaluation of the programs and services they offer. Finding out about the needs and expectations of patrons, especially children and young adults, however, is often viewed as too time-consuming, expensive and staff intensive to perform on a regular…

Public library services are being modified or changed by the Internet. Questions about how to evaluate and measure electronic services have become increasingly important. This article presents an analysis of some ways to create, define, and institute electronic network measures. (Author/AEF)

A nine month self-study aimed at improving public and technical services, internal operations, and overall management was conducted during 1979-80 by the library staff at Saint Mary's College. A part of the Small Library Planning Program, the study was funded by the Lilly Foundation through the Office of Management Studies, Association of Research…

Research libraries are taking on a range of new roles in the digital age as they become more deeply engaged in the creation and dissemination of knowledge. While some of these roles are extensions of traditional library activity, others are large new. This book explores some of these emerging functions, and includes several examples of how more…

In April 2005, the University of Maryland Libraries launched "ArchivesUM" (www.lib.umd.edu/archivesum), an online database of finding aids for manuscript and archival collections using Encoded Archival Description (EAD). "ArchivesUM," however, is only the publicly available end-product of a much larger project-an integrated…

This report describes Biblored, the library network in Bogota, Colombia, that received the 2002 Bill & Melinda Gates Foundation Access to Learning Award. Biblored is a network of 19 libraries that attract about 200,000 users per month and serve some of the poorest neighborhoods in Bogota. The network's success in making information and…

Examines current manifestations of museum-library partnerships in light of the post-object roles assumed independently by these institutions. Suggests that libraries assume a role traditionally associated with museums by incorporating objects into their collections. Two historical precedents and two models are presented. (Contains 65 references.)…

Fontbonne College's academic dean and vice president for academic affairs appointed a task force in August 1997 to investigate, over the course of one year, ways in which the library's development could be centered in teaching and learning. More specifically, the task force was to determine how library and information services could be rooted in…