This article updates a previous article published in 1992 that described the role of the access services manager in policy formation. Since that time, the access services department and mission has matured and evolved to a prominent position within the library organization. Technological changes and innovation in the marketplace of wired and…

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)

Libraries' commitment to open access can jeopardize personal safety. Violent incidents are increasing in libraries due to factors such as evening hours, variety of clientele, and flaws in building design and materials arrangement. This article provides ideas on how to create a safer library environment and on factors to consider when preparing…

The Librarian of Congress addresses the increasing security threats to the collection at the Library of Congress that caused him to close library stacks, increase police patrol, install surveillance cameras and alarm systems, create material inventories, and limit patron privileges. Many of the security functions are being assessed and monitored…

There are many different approaches to the concept of "quality," which focus on both "what" defines the quality of a service and "who" defines quality. A study funded by the British Library (England) sought to define an approach to quality appropriate for the delivery and effective management of public library…

This survey was conducted to determine to what extent ARL (Association of Research Libraries) libraries permit food and drink to be consumed in library facilities, whether there has been a shift in recent times toward a liberalization of policy and practice, how restrictions are enforced, and whether there are particularly successful strategies…