Discusses the current state of academic reference services from a library administrator's point of view. Highlights include statistics that show a lack of quality reference service that meets users' needs; a decline in the demand for reference services; the role of technology; and changing attitudes about education, including increasing…

Summarizes speeches from a debate about the future of reference librarians. Highlights include a decline in traditional reference statistics; the growth of commercial online reference services; attempts to move traditional services to the Web; and users' needs for librarians to help them find authoritative, unbiased, free information. (LRW)

Describes the Lippincott Library (Warton School, Philadelphia, Pennsylvania) online chat reference service for students/faculty/staff to ask questions through chat and get an immediate response using a commercial service provided by LivePerson. LivePerson is a real-time text interface between the user who seeks information and the operator…

This manual is provided to help Wisconsin counties that participate in state-funded public library systems fulfill their statutory obligations to provide library service to their residents. It suggests a range of alternatives, provides a broad outline of planning considerations, and describes service environments and possible responses to those…

This report examines the present fiscal condition and changing nature of the system of public libraries in Massachusetts. Despite the impact of budget cuts on operating hours and staffing, the demand for library services has increased concomitantly with the information needs of individuals, professionals, and businesses. Many of the municipal…

A task force was appointed to measure user satisfaction with library services, establish a university libraries' service excellence philosophy and policy, bring the service excellence concept to the attention of every library employee, and recommend approaches for recognizing outstanding staff service. The members of the task force--two library…

Examines contributing factors for the organizational usability of state digital libraries through evidence from usage statistics of Internet-based database services available through a state digital library, a statewide-administered library survey, and a Web-based survey of users. Presents an organizational usability model for state digital…

Reviews current trends in the networked community information literature, including public library involvement, and discusses a present study for which multiple methods are being used to collect data from users, librarians, and service providers in three states. Particular attention is given to explaining use of theory specification to apply…

Offers practical tips and suggestions on how to conduct user surveys to evaluate library services. Topics include how trends, such as online services impact library reference services; incorporating survey questions into reference interviews; segmenting academic and public library users; questionnaire design; measuring value; and tabulating…

A recurring issue in the library field is the possible merger of public and school libraries into one joint venture with a single administration. In anticipation of increased emphasis on library consolidation in the future, a brief analysis of North Dakota's current library situation reveals that it is characterized by inconsistent service, scarce…

This article reports the findings of a library user satisfaction survey of graduate students conducted by the library staff at South Carolina State University. The survey evaluated the effectiveness of the library's programs, resources, and services in meeting the informational needs of graduate students at this institution. The objectives of the…

Distributed on a random basis to 3,000 patrons, this survey was conducted to provide the administration of the Edmonton Public Library with a comprehensive evaluation of the service the library provides to the public. The results, which were tabulated using frequency distribution tables and which make up the major part of the report, are presented…

Identifies current challenges to children's library services including inequality in access to information; integration of information skills in the classroom; rising costs, low budgets, and increasing demands; the state of book collections; and the need for research at state and national levels. Local examples of successful solutions are…

Discusses the decline in reference statistics in academic libraries and considers the role of access to information via the Internet. Highlights include patron expectations and demands; commercial Web reference services; and virtual reference desk software so libraries can offer 24 hour service, including public libraries. (LRW)

Discusses large print books in public libraries in terms of funding, purchasing, the library population that uses these materials, library services and outreach programs, and ways in which to promote these books. Desired improvements in the range of materials available, formats, and physical considerations of large print books are identified. (CLB)