The past decade has seen an increasing emphasis on customer service in business research and management. Two concepts in understanding business customer service practices are discussed: the service encounter and total quality management. Highlights include customer service research and practices in business; implications for library reference…

Presents a collection of five essays on accreditation and the role libraries play in the process. Topics include: an overview of the accreditation process, librarian participation in the accreditation process, summary of what happens after the accreditation committee leaves, evaluation of libraries and services provided, and determination of…

Discusses administration, leadership, and management in academic libraries. Factors that meet the work-related needs of librarians and that lead to successful management are suggested, including sufficient knowledge, a measure of control over work, participation in decision making, and a sense of ownership in library service. (three references)…

Discusses the lack of professional literature awareness on the part of health care professionals in developing countries. Topics addressed include symptoms and causes of this problem, including economic factors and a tradition of oral communication; the role of literature awareness in health systems; and the promotion of literature awareness. (18…

Describes research networks available in Canada and planning for a high-speed network called CANARIE (Canadian Network for the Advancement of Research, Industry, and Education). Potential library applications of research networks are discussed, including information retrieval, interlibrary loan, document delivery, shared cataloging, and…

A pilot project at the Medical College of Wisconsin illustrates how even small computing organizations with limited financial and staff resources can provide remote access to CD-ROM (Compact Disc-Read-Only-Memory) databases, and that providing such convenient access to a vast array of useful information can greatly benefit faculty and students.…

Summarizes the highlights of a report on the results of a 1989 survey conducted by the National Center for Education Statistics (NCES) to obtain current information on the availability and usage of services for children in public libraries. The design of the questionnaire and unasked questions for future research are mentioned. (EAM)

Reviews theory and research findings concerning service organizations, develops a model of the library reference process, and summarizes the results of a partial test of the model in five academic libraries in northern California. The roles of clients and service providers are explored, and variables that influence service outcomes are discussed.…

Summarizes issues raised at the 1991 spring conference of the Association of College and Research Libraries/New England Chapter (ACRL/NEC) concerning computer networks and libraries. Highlights include national information policy; library resources and services; developments at the National Agricultural Library (NAL); ILLINET; resource sharing in…

Reports results of a preliminary survey which examined the potential of downloading as a means of reducing the recurrent printing costs of CD-ROM database use in libraries. Highlights include (1) profile of a typical library; (2) printing availability, restrictions, and fees; and (3) downloading availability, promotion, and computer support. (MES)

Continues a description of the Usenet computer network that began in the previous issue. The effective use of Usenet is discussed, including how to screen out unwanted information, the most helpful newsgroups to access, and setting up news reader software. Ideas for library outreach services via Usenet are also suggested. (LRW)

Provides background on the selection process for government-produced CD-ROMS for small selective depository libraries. Hardware, software, staffing, and service issues relating to statistical CD-ROM databases are discussed from the perspective of the smaller depository library. Reasons for and against selection of these databases are considered.…

Outlines the arguments of the author's 1992 book, "Librarianship: The Erosion of a Woman's Profession," which explores the changes underway in librarianship. The importance of acknowledging the abilities of professional librarians, recommitting to direct service with clients, and advocating for the public's right to information are stressed. (EAM)

The Illinois Off-Campus Library Services Evaluation Model utilizes collaboration between evaluators and individual stakeholders. An OCLS survey administered at a small comprehensive liberal arts college with evening and weekend course offerings showed compliance with state and Association of College and Research Libraries requirements, general…

Reports on a national survey of 400 2-year colleges concerning the current status of online activities. Details responses from 207 institutions regarding the provision of online services, vendors used, primary users, costs per search, sources of funding, and search topics. Compares findings with other recent studies. (DMM)