The Main Library Service Desk is a one-stop academic help center located between a newly renovated student-focused space called the Learning Commons and the library collections. Services began with the first day of classes, August 26, 2013, and assessment has been ongoing, in part due to the availability of data. Staffing levels, staffing hours,…

This article describes the process and role frontline access and public service staff play in needs assessment and evaluation of user services, specifically in understanding the voice of the customer. Information includes how the University of Arizona Libraries have incorporated daily data collection into the strategic planning process, resources…

The contributions in this volume represent a decade of OCLC's user behavior research findings that articulate the need for the design of future library services to be all about the user. Highlights include: (1) People associate the library with books and do not consider the library in relation to online resources or reference services; (2) People…

Declining reference statistics, diminishing human resources, and the desire to be more proactive and embedded in academic departments, prompted the University of South Florida Library to create a taskforce for re-envisioning reference services. The taskforce was charged with examining the staffing patterns at the desk and developing…

This paper discusses the experiences of the Research Department of the Italian Chamber of Deputies over the past few years. The first section describes the origin of the department in the 1970s, including political factors, basic organizational features, and the salient features of the department's activity. The second section addresses the…

Throughout the history of public libraries in the United States, great accomplishments have been achieved through the active participation of local community members. This handbook from the Texas State Library and Archives Commission is addressed to those citizens who attain appointments to their city or county library advisory boards. Its…

Explores what the library profession can learn from indigenous peoples. Highlights include cooperation, decision making, improving management, using workplace stories to provide reinforcement for success, generosity in service principles, patience, developing information networks, and diversity. (AEF)

The eLib-funded FIDDO (Focused Investigation of Document Delivery Options) project provides library managers/others with information to support policy decisions. Senior libraries were interviewed about the future of document delivery and interviews were analyzed with the support of NUD*IST (Nonnumerical Unstructured Data by Indexing, Searching and…

As funds for supporting library and information services dwindle, librarians are beginning to recognize the value of evaluating and justifying their library in terms that the decision makers--those who control the budgets--understand. This book offers proven techniques for implementing a program that both promotes information services and dispels…

This case study examines social influences in research libraries' collection development. It shows that individuals' ideologies and political agenda shape their impression of user needs and their decision making. The study also reveals how the institution's operating structures, campus politics of interdisciplinarity, personnel deployment, and…

Examines the role of commercial document delivery. Discusses interlibrary loan (ILL); access versus ownership decision making; degree of use and patron use of commercial document delivery; and use of library materials funds. Concludes that document delivery will not totally replace ownership or ILL, but that it is becoming more important because…

Focuses on the selection and decision-making aspects of the Edelmen model of collection development. Reviews challenges facing library/information studies education and the place of collection development within that context. Considers implications for the library/information center of the rise of a new class of resources. Suggests that a more…

This resource guide focuses on handling library materials that are too deteriorated to benefit from other preservation treatments. Hopeless case items, that would require an unreasonable amount of conservation work to fix, can be resolved through a process of reselecting items by replacing them or reformatting them. The reselection integrates…

Why does an academic research library, emphasizing bioscience topics, decide to alter access to periodical literature relevant to that subject? This paper discusses how and why a change was made, resulting in access to articles via compact disc (CD-ROM) and not current hard copy issues received on subscription. Issue use and cost are primary…

This book presents the following papers on library organizational and management issues: (1) "Knowledge Management: An Essential Framework for Corporate Library Leadership" (Deanna J. Streng); (2) "Critical Factors for Collaboration in an Academic Library Setting" (Charlotte M. Knoche); (3) "Salaries of Academic Librarians…