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,…

Discusses cultural changes and the meaning of their relationship to medical libraries. Three possible strategies aimed toward creating environment where innovation and risk-taking are encouraged are discussed: create integrative organizational environment; assemble staffs whose collective competencies span necessary roles in innovation process;…