Describes customer call centers that provide customer service and support in business and considers how their routines could be adapted to library operations. Topics include centralized staff; interactive voice response; automated call distribution; question analysis; sophisticated software; training and monitoring; telephone reference; and…

Discusses issues involved in the creation of the National Research and Education Network (NREN). Telecommunications technology is described; support from industry and libraries is discussed; and problems with NREN are raised, including equal access to computerized information, privacy issues, and protection of First Amendment rights. (LRW)

Discusses the potential for linking large metropolitan public libraries to international interlibrary loan networks. Issues involved in international networking, including funding, standards, network connectivity, and protectionism, are discussed. Examples of libraries capable of participating and brief descriptions of their collections are given.…