In May 1997, the Federal Communications Commission provided funding and policies for implementing the Snow-Rockefeller-Exon-Kerrey Amendment of the Telecommunications Act of 1996. The amendment states that schools and libraries should have access to telecommunication services for educational purposes at discounted rates. This article explains the…

The second of two parts, this article develops a taxonomy of value-in-use for library and information services based on user assessments and proposes methods and instruments for similar studies of library and information services in general. Divides value of services into three classes: reasons for use; quality of interaction; and worth, benefits…

The "LibQUAL+" diagnostic tool, product of the Association of Research Libraries (ARL), shows that although a single factor dominates user thinking about library service quality, all items in the survey suffuse this factor. Several first-order factors contribute unique information to the notion of service quality. As different users…

Discusses differences between e-mail reference interviews and those conducted using other media; presents a taxonomy of approaches to e-mail interviews; and introduces a model e-mail interview, based on a project at the University of Maryland's College of Library and Information Services. (Author/LRW)

Views assessment of "Costs of Electronic Reference Resources" both in a general descriptive framework and within the context of a specific model for costing of library operations and services called LCM, the Library Costing Model. Examples of costing data uses are provided, and categories of costs are related to types of electronic…

Reprints the introduction to a past theme issue that discussed library instruction and reference services in academic and public libraries. Topics include library instruction as part of public services; and two main viewpoints of library instruction, one of which believes in its value and one which believes it is unnecessary. (LRW)

Discusses strategic planning in libraries and outlines a cost-finding methodology to help library administrators practice strategic budgeting. Highlights include identifying products and services; types of budgets; types of costs; creating an enhanced operating budget; creating a program budget; and outputs and unit costs. (Contains six…

Discussion of library consortia focuses on the collaborative efforts in the Federated States of Micronesia that will enhance library services through staff training and educating while utilizing innovative technology. Highlights include background and socioeconomic overview; a project that addresses automation and Internet connectivity issues; and…

Change Analysis; Discusses after-school homework programs in public libraries that help latchkey children and others who need extra support and encouragement. Considers changes in librarian's attitudes toward homework help; the history and need for community-based after-school programs; scholastic benefits for students; and library staff benefits,…

Defines and discusses innovation in organizations and considers roles that information professionals can play in encouraging and supporting innovation in their organizations. Highlights include understanding future possibilities; contributing to strategy development; distilling information to create added value; developing partnerships; organizing…

Describes the use of the Virtual Reference Desk by the Department of Energy library to provide live reference services via the Internet. Discusses the shift in users from Department of Energy employees only to including the general public, and the resulting need for reference librarians to increase the diversity of their skills. (LRW)

Describes a study at California State University at Chico that analyzed the types of reference questions received by their digital reference service over a two-year period. Suggests a strategy for improving the process of answering broad or complex questions remotely. (Author/LRW)

Examines the interlibrary loan process used by libraries in Singapore and proposes that the existing paper-based manual system be replaced by a Web-based system. Presents an example of such a system that has been successfully designed and implemented at the Nanyang Technological University. (Author/LRW)

Provides a history of Raleigh's public library for African Americans and its founder, Mollie Huston Lee. Highlights include African Americans in North Carolina, public library service for Blacks, library collections, circulation, branches and bookmobiles, and creation of a county-wide library system. (LRW)

Discussion of the impact of the Internet on libraries focuses on librarians as creators and marketers of new online services. Describes two fee-based online services at the University of Illinois at Urbana-Champaign and concludes that academic libraries have the ability to create new online services, especially reference services. (Author/LRW)