Discusses philosophical issues and human elements in reference desk scheduling for public and academic libraries, highlighting institutionalization of a desk scheduling policy, the relationship between scheduler and schedulee (impartiality, consistency, flexibility, collegiality, diplomacy, dedication to reference service), and conflict management…

Argues that unless issues of machine help and human help are given explicit attention by the library profession, the disappearance of human help in patron assistance without input is likely. Discusses convergent commercial- and academic-sector trends, implications for the profession, and three policy alternatives. Presents a patron self-help…

One of the most important policy documents for a school library media center is the selection policy or the collection development policy. A well-developed selection policy provides a rationale for the selection decisions made by the school library media specialist. A selection policy represents the criteria against which a challenged book is…

This collection provides summaries of documents on which the policies of the Oklahoma County Libraries System are based, the "Statement of Purpose and Goals," and "Policy for Selection of Materials," as well as brief descriptions of procedures for materials selection and handling complaints or suggestions from patrons.…

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…

This book is a practical guide to librarians and their administrators who are thinking about or in the early stages of providing virtual reference service. Part 1, "The Decision to Go Virtual," provides a context for thinking about virtual reference, including the benefits and problems, getting in the virtual frame of mind, and shopping…

The purpose of this research was to develop a model privacy policy statement for library World Wide Web sites. First, standards of privacy protection were identified. These standards were culled from the privacy and confidentiality policies of the American Library Association, the Federal Trade Commission's online privacy reports, the guidelines…

Discusses results of a study that produced a preliminary sense of reference librarians' experiences in adapting reference practice to the digital environment, and described their own views about digital reference. Considers reference interviews, digital reference service quality and standards, and types of questions best suited to digital…

Discussion of financing database searching in the public library examines the role of the public library in providing access to information; costs of online services; and user fees. Techniques that a library can use to control online services and deliver them at a minimum cost are suggested. (eight references) (MES)

Discusses telephone reference services in libraries. Topics include characteristics of quality phone reference; policies and guidelines for quality service; a survey of pertinent literature evaluating telephone reference; training; and technology for telephone reference, including cellular and cordless phones, electronic resources, and automated…

Discusses the problem library patron from various fronts: historical, personality traits, importance of complaints, nature and types of problem patrons and their behavior, technology and the newly-bred problem patron, strategies for dealing with problem patrons, and ensuring that library administrators and other supervisors understand the need to…

Outlines the use of proxy Web servers by libraries and reports on a survey on their use in libraries. Highlights include proxy use for remote resource access, for filtering, for bandwidth conservation, and for gathering statistics; privacy policies regarding the use of proxy server log files; and a copy of the survey. (LRW)

The prompt return of checked out materials has been demanded by libraries for more than a century. Together with other measures such as overdue fines, library notices are used to bring in prompt returns by informing the users of their checked out items that will soon be due or are already overdue. The analysis of library notices sent in the past…

Research libraries were among the first to embrace and exploit the potential of the World Wide Web after its debut in the 1990s. They quickly began constructing virtual information landscapes, including policies, services, and collections that not only shaped but also defined the realms of possibility within such terrain. In their roles as both…

Presents a model that calculates the conditions under which a library may adopt a highly service-oriented online catalog access policy at minimum additional cost. The use of arrival rates, service rates, and queueing calculations to arrive at a cost-effective policy is explained. (Author/CLB)