Describes a model which uses patron arrival rate, length of time on the terminal, and library service policies to determine the minimum number of terminals needed. The model is then used to compare the effects of various service policies on the minimum number of terminals. (CLB)

Discusses results of a study that produced a preliminary sense of reference librarians' experiences in adapting reference practice to the digital environment, and described their own views about digital reference. Considers reference interviews, digital reference service quality and standards, and types of questions best suited to digital…

Presents a model that calculates the conditions under which a library may adopt a highly service-oriented online catalog access policy at minimum additional cost. The use of arrival rates, service rates, and queueing calculations to arrive at a cost-effective policy is explained. (Author/CLB)

Presents a study on Illinois library directors' knowledge of the American Library Association's (ALA) Code of Ethics; 180 questionnaires (out of 252) were returned. Results suggest that a segment of the library profession is aware of the ALA Code of Ethics and is strongly supportive of the statements therein. (Author/AEF)

There are many different approaches to the concept of "quality," which focus on both "what" defines the quality of a service and "who" defines quality. A study funded by the British Library (England) sought to define an approach to quality appropriate for the delivery and effective management of public library…

This publication reports on research conducted to follow up on a 1997 survey of public libraries and the Internet, co-sponsored by the National Commission on Libraries and Information Science and the American Library Association. The 1998 survey is based on a sample of 2,500 of the nation's 15,718 public library outlets. The survey found that…