Identifies public library policies, programs, services, or practices that have ruined customer relations and offers suggestions on how they could have been avoided. Highlights include automated telephone answering systems; staff monitoring of computer use; self-service equipment, particularly photocopiers; release forms; staff parking; loan…

Considers policy formation for libraries providing Internet access to users. Topics include budget issues; staffing, including training; patron use, including time limits, downloading, and printing; library service and programs; legal issues, including intellectual freedom, copyright, and institutional liability; and sample policies available on…