Presents three articles that discuss customer service in libraries, with a focus on planning for service management, a customer service program for library staff, and a quality improvement process. Highlights include developing and implementing service strategies, dealing with requests, redefining work relationships, coworkers as customers,…

Describes several projects that integrate the Internet and specific Internet resources into undergraduate teaching and learning. Problems are discussed, including trying to retrieve specific and useful information, questions of reliability and accuracy of information, the need to become more user friendly, and demands on libraries for training and…

Considers the future of library instruction and addresses four main areas: (1) the reference/instruction relationship; (2) the vision of creating the self-sufficient user; (3) organizing library instruction as a curriculum; and (4) the need for significant outcomes. Examples from Association of Research Libraries members are included. (Author/LRW)

Outlines the issues and concerns of providing spatial data that have been encountered by the Map and Geographic Information Center (MAGIC) at the University of Connecticut's library. Highlights include collecting and archiving, cataloging and indexing, networking, distribution, user education, geographic information systems, and a glossary of key…

Examines the use of federal economic statistics by library patrons. Highlights include statistical questions, overview of the federal statistical system, the impact of government policies, responses of federal agencies to budget reductions and government policies, and problems and alternatives. (LRW)

Seventy-seven MLIS (masters of library and information studies) students visited a library and asked a question that mattered to him or her personally. Only 59.7% expressed a willingness to return to the same librarian with another question. Willingness to return and overall satisfaction were significantly related to the librarian's behavior and…

Outlines common problems facing the academic library and graduate schools of library/information studies and examines the relationship between librarians and faculty. Topics include the image of academic librarians, including faculty status and research; library collections, services, and instruction; and involvement of librarians in library and…

Describes the planning, organization, and implementation of a reference workshop offered as a continuing education option for reference librarians at the Queens Borough Public Library (New York, NY). Participant evaluations are analyzed, recommendations for future learning activities are presented, and assignments and the evaluation form are…

Maintains that there are two traditional categories of data for scholars: (1) physical objects and nonmaterial objects and (2) processed information. Describes the development and current plans for the Documentation Project, a Norwegian database for language and culture. (CFR)

Discussion of reference services for children and child-related questions focuses on examples encountered at the San Francisco Bay Area regional reference center. Highlights include sharing resources, online searching, telephone inquiries, using adult reference sources, the use of specialized collections, and using the Internet. (LRW)

Discusses cultural and ethnic changes in the United States and describes an examination of three journals dealing with library service to children and young adults to discern possible trends in the treatment of cultural/ethnic issues. Types of items published, frequency, and range of cultural/ethnic groups addressed are described. (two references)…

This third article in a series dealing with libraries' compliance with the Americans with Disabilities Act addresses architectural considerations, including library furnishings; accessibility problems outside the library building; architectural barriers in library interiors; and responsibilities of public and private entity libraries. (LRW)

Describes LibRef-L, an electronic mail-based conference that was developed to provide a forum for the discussion of library reference service issues. Networks and electronic mail are described; a profile of subscribers is given; and how to subscribe to LibRef-L is explained. (two references) (LRW)

Provides an overview of past and present library services to, and policies about, deaf people. Unique characteristics of the deaf community are discussed; recent developments in deaf studies, communication techniques, and laws affecting library services to deaf people are reviewed; and the roles libraries can play in providing services are…

Presents guidelines and a self-assessment questionnaire that were developed by the New York Library Association for libraries serving users with hearing impairments. Areas covered by the documents include policy statements, materials, services, programing, cooperation with other agencies, facilities, and staff development. (LRW)