Discusses practical aspects of measuring service performance in academic libraries. Outlines the local indicators developed and used in a library at the University of New South Wales. Lists quantitative and qualitative measures of information service used and proposes a meta-indicator that relates the resources needed to develop and maintain these…

Examines issues of knowledge management within academic libraries and how reference librarians can become more effective as information intermediaries. Describes the common knowledge database (CKDB) developed at Rutgers University's New Brunswick campus to more fully integrate libraries on campus and to facilitate the use and management of…

Describes the use of docents at the Denver Public Library and explains how to develop a successful volunteer docent program. Discusses their educational background; duties, including training patrons in computer use; cooperation of and acceptance by the professional staff; administrative support; and improved customer service. (LRW)

Describes types and functions of student contact points in distance education, including academic counseling and library services; proposes a contouring and catchment method to determine the concentration of registered students and prospective candidates; and applies the method to Indira Gandhi National Open University (IGNOU) for strengthening…

A survey of British adult students returning to education found they lacked basic as well as information literacy skills and have difficulty with information retrieval and use of learning resource centers. Partnerships between adult educators as facilitators and librarians as teachers are needed. (SK)

Discusses the use of OCLC to improve library service in Illinois and emphasizes library cooperation through LVIS (Libraries Very Interested in Sharing) and Group Access Capability (GAC) groups. Topics include interlibrary loan; union lists; resource sharing agreements; and the role of the Illinois State Library. (LRW)

A young adult librarian describes how he brought the touring cast of the musical, "RENT," to the Kalamazoo (Michigan) Public Library to introduce teenagers to musical theatre. Discussion includes the initial contact process; planning the event; publicity; catering; the tremendous turn-out; and tips for arranging such a cast visit. (AEF)

Discussion of young adult library services focuses on the results of a survey of New Jersey public libraries. Highlights include job titles; population served; job responsibilities; young adult services; young adult staff; policy of information provision; young adult research preferences; and recommendations for future research. (LRW)

Presents a framework for analyzing and evaluating digital reference services based on systems analysis. Focuses on existence of a public archive, content, selectivity, safeguards for privacy, access, browsability and searchability, and relationship to frequently asked questions and other site content. (Author/LRW)

Describes an online survey that was conducted at the Central Michigan University Library to assess the characteristics and needs of remote users. Results indicate that remote users continue to use the physical library, so traditional services should not be abandoned. A copy of the survey is appended. (Author/LRW)

Discusses challenges to bookmobile and public library service. Topics include needed flexibility of the library organization and employees, redefining existing services in light of emerging competition for funds and customers, direct competitors, and library services aligning with mission. (LRW)

Describes the process for outsourcing photocopying including developing a clear request for proposal, monitoring and responding to vendor performance, and ensuring quality controls in academic libraries. (Author/PEN)

Explores the role of the librarian and of the service perspective in the digital library environment. The focus of the article is limited to the topic of librarian/user collaboration when the user is in a remote location, including video-based reference services and the use of electronic mail. (Author/LRW)

Discusses problems that adolescents deal with and examines the prejudices and lack of services that adolescents encounter in public libraries, including a lack of specialized staff, no separate space, no outreach programs, and disproportionate budget allocations. Emphasizes the need that adolescents have for adult relationships that public…

Discusses the use that homeschoolers make of public libraries and offers suggestion for library services that target homeschoolers. Highlights include having a staff contact person; a homeschooling notebook for the reference desk; pamphlet files for homeschooling curriculum catalogs; a brochure of library services; and orientation programs. (LRW)