Offers suggestions for libraries on how to develop a customer service plan to provide excellent service, create a positive environment for staff members, foster new and continued positive relationships with patrons, and evaluate customer service goals and objectives. Also discusses policies and building appearance. (Author/LRW)

Discussion of strategic planning in libraries focuses on a five-step process based on academic libraries. Highlights include a situational and environmental analysis; development of organizational direction, including vision, mission, and objectives; formulation of the strategic plan; implementation; and control, feedback, and evaluation. (LRW)

As our society moves increasingly from an era of affluence to one of scarcity, the evaluation and assessment of publicly supported services will become even more crucial and necessary to ensure that public resources are being expended in the most effective manner. Evaluation of library service effectiveness is defined in this paper in terms of…

This guide is designed to assist library media specialists in achieving the outstanding, comprehensive library media program outlined in "Information Power: Building Partnerships for Learning," published by the American Library Association and the Association for Educational Communications and Technology. The guide contains the following…

Presents steps taken by a librarian task force at Washington State University in planning, implementing, and evaluating the addition of LEXIS-NEXIS workstations; user policies; and instruction methods in an academic reference environment. Figures and tables display: workstation information including usage statistics, an outline of the Lexis-Nexis…

Assessing user needs is vital to planning and development of collection and service policies in depository libraries. Community surveys, published surveys, library internal reports, and databases are alternative sources of user information. A group process, such as the Nominal Group Technique, which creates a listening forum, may be more effective…

Part of the Striving for Excellence program of the Utah State Library requires participating public libraries to conduct community needs assessments. This is a way for library directors and trustees to find out if the mission they have chosen and the policies they have written are still appropriate as they identify the strengths and weaknesses of…

Created in response to requests from library science faculty for a student edition with a focus on the planning and policy issues germane to all academic libraries, this new text is a revised and abridged version of the fifth edition of "Lyle's Administration of the College Library (1992). The ten chapters of this edition include six chapters from…

This 1991 edition of the handbook for Winnipeg School Division Number 1 school library media programs presents detailed program guidelines, objectives, philosophies, and goals in five major sections: (1) Library Policy and Practices (statement of the division's educational philosophy and goals, philosophy and goals of the division's library…

Identifies library collection development as a high-priority activity and discusses collection development needs in terms of training, library policies and planning, resource assessment, and coordination among libraries. A method used for assessing collections and allocating resources is described. (CLB)