Academic libraries should focus on their users as customers and develop programs to meet expectations. Discusses gaps between expectations and management's perception of expectations and suggests strategies for enhancing satisfaction, communication, and management. (AEF)

Authority control is a vital part of providing students and faculty with adequate access to collections in university libraries. Small and medium-sized libraries find it challenging to meet rising user expectations and provide adequate access in an online environment through appropriate authority work. A planning process is offered on an authority…