Academic libraries should focus on their users as customers and develop programs to meet expectations. Discusses gaps between expectations and management's perception of expectations and suggests strategies for enhancing satisfaction, communication, and management. (AEF)

Being "good enough" is no longer adequate for today's library and staff. Total Quality Management (TQM) is a system and philosophy which guides a unified effort towards delivering excellent goods and services. In this video, not available at ERIC, Connie Merritt shows how TQM helps all of a library's departments work together to satisfy…

Latin American libraries have experienced an important development in the last two decades. Telecommunications and Information Technologies (ITC) have been key elements in this process. There are leading institutions with remarkable programs; nevertheless it is necessary to design marketing strategies to improve their benefits. A case study based…

Describes the Rochester (New York) Public Library's expansion and renovation. Highlights include funding; public relations and marketing plans; access to state-of-the-art technology, including dial-in access; marketing surveys; connecting with local media; involvement of the private sector; and meeting users' heightened expectations for library…

During 1993-94 the University Libraries of the University of Tennessee, Knoxville, began formal needs assessment to collect data that reflect the information needs of university students, faculty, and staff. The program was implemented by a Needs Assessment Coordinating Group, an assessment consultant, and staff members. Data from the…

This self-study was initiated at the Columbia University Libraries (CUL) to establish the foundations and appropriate mechanisms for the future planning, development, and implementation of public services at CUL. Following completion of an inventory and an interim report, which include background data on CUL, Columbia University, research…

This paper reports a self-study undertaken at Cornell University's Albert R. Mann Library to explore appropriate public services for an agricultural research faculty. The study took place over a 22-month period and involved a literature review, development of a questionnaire, administration of the questionnaire, an experimental period of…

Twelve community telephone surveys administered to the residents of 34 Connecticut towns measured their knowledge, attitudes, and use related to public library services. Results suggested needed improvements in collection development, the importance of location, and residents' willingness to pay more per year for library services. (SLW)