Examines the concept of service quality in libraries. Highlights include assessment; service quality versus user satisfaction; measuring service quality, including SERVQUAL; planning; experiences at Texas A& M University in cooperation with ARL (Association of Research Libraries) that resulted in LibQUAL+; and conceptual issues. (Contains 54…

This study applied an analytical technique called Data Envelopment Analysis (DEA) to calculate the relative technical efficiency of 95 academic research libraries, all members of the Association of Research Libraries. DEA, with the proper model of library inputs and outputs, can reveal best practices in the peer groups, as well as the technical…

Discusses academic library instruction and librarians' collaboration with faculty to promote information literacy. Highlights include the education reform movement; strategic alliances; partnerships within a multicampus higher education system to promote information literacy; and assessment of the library's role as a key component of…

Discusses methods used at the University of Washington libraries to assess user needs, satisfaction, and library performance. Describes the triennial user surveys used in the past as well as the new ARL's (Association of Research Libraries) LibQUAL+ methodology that focused on quality of service and library support through a Web-based survey.…

Investigated the psychometric integrity of scores from the LibQUAL+ evaluation of perceived library service quality conducted by ARL (Association of Research Libraries). Examines score structure, score reliability, score correlation and concurrent validity coefficients, scale means, and scale standardized norms, and considers the potential of the…

Describes a cooperative project among three German libraries that used the Balanced Scorecard as a concept for an integrated quality management system. Considers performance indicators across four perspectives that will help academic libraries establish an integrated controlling system and to collect and evaluate performance as well as cost data…

Describes the research objectives, rationale, methodology, and findings of a model program developed at the Northwestern University Library, which examined whether online catalogs require instruction and, if so, how that instruction would be best delivered. (CLB)

Examines the changing role of reference and bibliographic instruction librarians in undergraduate education. Topics include teaching students how to find information; faculty resistance to library instruction; students' ability to evaluate information sources, including information on the Internet; and computer-based instruction. (LRW)

Standard collection evaluation techniques appear to receive varying amounts of emphasis from one type of library to another. Differences in choice of technique arise from differing evaluation objectives, and choice of questions to be answered is determined by purpose(s) of library and additional factors (i.e., governance, clientele, size). (97…

Provides historical background on hypertext and hypermedia; discusses their use in the humanities; gives examples of hypersystem applications in the humanities; and examines libraries' roles in the use of hypersystems in the humanities, including financing, implementation, evaluation, and humanist attitudes toward technology and hypersystems. (178…

Discusses the role of the academic library in training undergraduate students in research methods. Highlights include changes resulting from the electronic dissemination of information; the tradition of apprenticeship, journeymen, and master; information and knowledge; electronic scholarship; layers of learning in research in an electronic…

Summarizes attempts to define and measure quality and effectiveness in academic libraries, from traditional evaluative studies to Total Quality Management and new research on user-defined criteria. Topics include models of organizational evaluation; measures of library service; academic libraries and higher education effectiveness, including…

Discusses the development of a new culture of research librarianship that is customer-focused, based on experiences at the University of Arizona library. Highlights include cooperative partnerships with users; LibQUAL+ as a tool to learn how users perceive library services in relation to their expectations; and staff participation in strategic…

Reviews recent and current research and development projects in the United Kingdom dealing with online information systems. Main areas of research (systems design, impact on user behavior and organizational structure, ergonomics and bibliographic factors) and research techniques (features analysis, transaction log analysis, surveys and comparative…

Describes the design and operation of a prototype online catalog; reviews research which evaluated the system in terms of types of searches and success rates; and offers suggestions for enhancing subject access, including automatic stemming, synonym tables and cross-reference lists, and relevance feedback mechanisms. (CLB)