Writing a mission statement is difficult, especially today when the need for libraries is being openly questioned. Now more than ever, librarians, trustees, and patrons must determine how libraries can best serve their communities and express their conclusions in their mission statements. A clear sense of purpose provides an essential foundation…

Stressing the importance of the annual report as a library management tool, this article discusses the development of policy documents or statements, housekeeping documents (statistics, memos, correspondence), information communication, the results of effective communication, contact with the community, and management skills. A 10-item background…

Arguing that complaints are inevitable and that complaint handling should be an integral part of the library's public service program, this paper identifies and discusses the components of such a program. Concerns discussed are those that should be of general interest to all types of libraries, and the primary focus is on external complaints,…