Examines the library's efforts to refashion its bookmobile services. User studies convinced the staff of the Memphis/Shelby County (TN) public library system that its bookmobile fleet should be expanded with smaller, multipurpose vehicles, service child care centers, visit housing authority properties, and provide literacy training. Includes a…

Discussion of access versus ownership for libraries facing rising serials cost. Focuses on a study at Pennsylvania State University that tested the feasibility of using commercial document delivery (CDD) as compensation for discontinued ownership, as a complement to ownership, and as a supplement to ownership. Positive results for CDD were found.…

Provides a list of traditional and nontraditional services and programs offered by Illinois public libraries to special populations, including educationally, culturally, and socioeconomically disadvantaged groups; ethnic minority groups; illiterates; the elderly; visually impaired; hearing impaired; emotionally disabled; and residents of state,…

The International Federation of Library Associations' Section on Document Delivery and Interlending researched fax policies, highlighted problems of fax requests, and listed recommendations for improvement. Provides the guidelines on using fax for interlending requests which emerged from this research, and emphasizes the policies and procedures of…

Discusses two basic cultures within the library science field, one that emphasizes "soft-edged" traditional service and the other newer culture which has evolved around information technology and entrepreneurial drive. Topics include historical background; university pressures on library schools to be "tech-oriented";…

Discusses some approaches to meeting the needs of disabled students in academic libraries in keeping with the Americans with Disabilities Act. Highlights include types of disabilities, including visual, mobility, and hearing impairments; obstacles found in libraries, including poor communication; and possible remedies. (LRW)

Draws on theory from linguistics (particularly speech act theory), philosophy, and cognitive science to show how the ambiguous nature of "why" questions may lead to unproductive or even hostile responses in the reference interview. Suggests two main strategies for resolving this conflict, contextualization and the use of neutral…

Surveys conducted in 142 urban public libraries examined customer satisfaction, comparisons with other libraries, and factors affecting satisfaction. Overall, customers were satisfied with their libraries but experienced different levels of satisfaction based on convenience, availability of materials and information, and services facilitating…

Informatization is a term of Japanese provenance denoting major systemic change from the application of information technology. Proposes a theory of post-war informatization focusing on information services in libraries, specifically computerized information retrieval. Describes four electronic epochs: offline, online, CD-ROM, and Internet, and…

Describes the Information Commons at Solano Community College in Suisun, California, which was envisioned as a 'one-stop' access to all electronic resources for students to use in support of learning. States that, as the commons is located in the library, students have direct access to printed resources that are not available online, as well as…

Discusses electronic reference in libraries and how it has changed over the years with changes in computer technology. Explains technical background and history as well as library and reference impact for three stages in the development of electronic reference: the need for search intermediaries, the emergence of CD-ROMs, and user access to…

Discusses library Web sites and explains some of the benefits when libraries make their sites into reference portals, linking them to other useful Web sites. Topics include print versus Web information sources; limitations of search engines; what Web sites to include, including criteria for inclusions; and organizing the sites. (LRW)

Considers problem library patrons in a virtual environment based on experiences at California Institute of Technology's Web site and its use for virtual reference. Discusses the virtual reference desk concept; global visibility and access to the World Wide Web; problematic email; and advantages in the electronic environment. (LRW)

Describes several programs that were developed by staff at the Cleveland (Ohio) Public Library to be accessible to users with disabilities. Highlights include a Braille reading program; sensory garden; poetry club; book club based on talking books; wheelchair athletics; touching museum artifacts; and a mobile library for users who could not visit…

Discusses a secondary analysis of a user survey from 13 public libraries to isolate factors that contribute to high levels of performance by reference librarians and to identify reliable indicators that can be used to measure and evaluate reference services. Examined user ratings of reference services by transaction type, either self-generated or…