The College Library Directors' Mentor Program has operated for more than 20 years, during which a substantial portion of the target audience of first-year library directors of small colleges has participated. Through this article, the authors identify the purpose of the program, describe its evolution and current status, and examine the nature of…

Two research questions guided this study: (1) Is there a gap in customer service quality perception between librarians (service providers) and patrons (service beneficiaries)?; and (2) How do patrons perceive the relational service qualities of librarians who staff the reference desk? Quantitative results based on a Likert scale survey showed no…

In 2015, surveys of students, faculty, and librarians and other library staff elicited their perceptions of the contributions of community college libraries to student success, both directly and via librarian collaboration with faculty. The three surveyed groups agreed substantially that libraries and librarians contribute to student success, both…

Student workers are a well-established component of academic library operations. Recently, their traditional role has expanded to include responsibilities that were previously assigned to librarians, including in-person and virtual reference support. This trend has raised concerns about service quality and highlighted the importance of adequate…

This paper describes the automated copyright clearance process for electronic reserves materials by the electronic reserves staff at the Information and Library Services (ILS), at the University of Maryland University College (UMUC). Besides the standard practice to handle and post required course readings in digital format for UMUC's distance…

Organization of electronic resources workflow is critical in the increasingly complicated and complex world of library management. A simple organizational tool that can be readily applied to electronic resources management (ERM) is the use of checklists. Based on the principles discussed in The Checklist Manifesto: How to Get Things Right, the…

This article reports research into the perceptions and predictions of academic librarians regarding the future role and development of e-books, and e-book collections and services. A number of recent studies reported in the literature review indicate increasing interest in e-books. Semi-structured interviews were conducted with 32 academic…

Lafayette College is an undergraduate, private liberal arts and engineering school in Easton, Pennsylvania. In 2005, Lafayette rededicated its newly renovated library, complete with shared library/instructional technology facilities and a media studio. As originally envisioned, instructional technology (ITech) would have its own separate service…

The Science/Technology Information Center at the University of Virginia, Charlottesville, offers a new service to its science community. It provides a researcher with any materials not already located in his department library, regardless of format or location, at no charge. Operations, procedures, and costs are discussed. (4 references)…

FROM THE 222 RESPONSES TO THIS SURVEY ON LIBRARY STAFFING NEEDS AND ON THE PREPARATION OF LIBRARY PERSONNEL, IT WAS FOUND THAT SMALL PUBLIC INSTITUTIONS HAVE THE GREATEST NEED FOR ADDITIONAL STAFF AND THAT JUNIOR COLLEGE POSITIONS ARE GENERALLY CONSIDERED DESIRABLE. THE TERMS PROFESSIONAL LIBRARIAN, SEMI-PROFESSIONAL LIBRARIAN, TECHNICIAN, AND…

Describes development of a comprehensive library materials conservation program at Johns Hopkins University's Milton Eisenhower Library by conservator John Dean. Discussion covers Dean's background in conservation, three major areas in the conservation program (conservation bindery, commercial binding office, paper conservation laboratory), a…

Profile of fee-based information services offered by the Information Exchange Center of Georgia Institute of Technology notes history and background, document delivery to commercial clients and on-campus faculty, online and manual literature searching, staff, cost analysis, fee schedule, operating methods, client relations, marketing, and current…

Profiles an education library which services a community of users including students of all ages, parents, classroom teachers, alumni, faculty, researchers, consultants, administrators, and professional staff. Institutional setting, history of the library, facility, collections, personnel, and programs are highlighted. (EJS)

Describes a survey that was conducted at the University of Tennessee at Knoxville library to count and categorize the types of questions coming into the reference department from telephone calls. Informational and directional calls are examined, implications for staffing are considered, and queuing theory is applied. (seven references) (LRW)

Arguing that good interpersonal interactions between library staff and their patrons is a major determinant of overall patron satisfaction, this paper describes Temple University's customer service training program for its public services staff. Dubbed the "A+ Service" program, the program focuses on six aspects of library service: (1)…