Customer service is a vital part of library service. The reference interview remains a key element in assisting library patrons with information needs. This book shows librarians how to combine creativity with professional expertise in reference interviews, to provide quality customer service and satisfy patrons. The book is divided into 11…

This manual of activities and reproducible drawings and worksheets is designed to encourage reading and to accompany a reading club program. Each chapter is centered around an Olympic sport. As each chapter begins, a bulletin board idea and nametag pattern are provided. This is followed by several storytime ideas for toddlers and preschoolers,…

This diskette contains the data file from the Federal Libraries and Information Centers Survey, Fiscal Year 1994. The survey gathered data on federal libraries in the 50 states and the District of Columbia for fiscal year 1994. This data file contains descriptive data about each federal library's services and operations, including: organization…

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…

Being "good enough" is no longer adequate for today's library and staff. Total Quality Management (TQM) is a system and philosophy which guides a unified effort towards delivering excellent goods and services. In this video, not available at ERIC, Connie Merritt shows how TQM helps all of a library's departments work together to satisfy…

This book provides an introduction to basic communications concepts, a step-by-step process for developing and implementing a library public relations/communications plan, and descriptions of effective library communications tools and strategies. Detailed examples of the application of solid communications planning in school, public, academic, and…

Journals Online News (JON) is a World Wide Web site created and maintained by the Collection Development Team at the University of Tennessee, Knoxville (UTK) Libraries in order to speak with the UTK community about journals-related issues. Its primary function at present is to provide UTK faculty and other interested parties with the latest…

The purpose behind the Russian-American Seminar on Critical Thinking was to bring together librarians from both countries to provide an East-West perspective on the issue of critical thinking. This document presents 16 papers from the seminar as well as introductory remarks from a Russian and an American participant. Papers are as follows:…

The Commission on Preservation and Access was established to foster and support collaboration among libraries and allied organizations in order to ensure the preservation of the published and documentary records in all formats and to provide enhanced access to scholarly information. The Commission's newsletter keeps preservation and access…

The Kountze Public Library in Texas conducted a program using cross-age tutoring as a strategy to strengthen family reading skills, to develop a collection of educational literacy materials in the library, and to disseminate results to the public. During the 1-year program, 29 volunteers participated, with 14 trained as tutors. Tutors worked 64…

This handbook is an expanded version of an original guide written as a basis for orientation and training of new children's librarians and allied personnel. It puts into one place the basics of library service to children, with an emphasis on the practical rather than the theoretical. Among topics covered are: (1) roles and responsibilities of…

This paper discusses the building of a hypermedia-based reference station at the Wright Laboratory Technical Library, Wright-Patterson Air Force Base, Ohio. Following this, the paper focuses on an electronic user survey from which data is collected and analysis is made. The survey data is used in a rapid prototyping approach, which is defined as…

Total Quality Management (TQM) brings together the best aspects of organizational excellence by driving out fear, offering customer-driven products and services, doing it right the first time by eliminating error, and maintaining inventory control without waste. Libraries are service organizations which are constantly trying to improve service.…

In spring 1994, a survey on reference service policies was mailed to 119 members of the Association of Research Libraries (ARL). Seventy-one responses (60%) were received from libraries that offer reference services on a college or university campus. Less than half of the responding libraries have written policy statements, and of those that did,…

This report is based on information from the 1992-93 IPEDS (Integrated Postsecondary Education Data System) Academic Libraries survey. The data in this report come from the higher education institutions in IPEDS and include all colleges and universities with accreditation at the higher education level as recognized by the Secretary of Education.…