Discussion of customer expectations of library service quality and SERVQUAL as a measurement tool focuses on two studies: one that compared a survey of Chinese university students' expectations of service quality to New Zealand students; and one that investigated national culture as a source of attitudes to customer service. (Author/LRW)

Discusses how libraries can apply for funding for youth services in libraries. Describes the Library Services and Technology Act (LSTA) funding. Presents examples from four states of recently funding LSTA youth projects. Appendices list funding resources on the Web and print resources on funding. (AEF)

These eight articles describe successful public library programs for teens. Highlights include programs emphasizing immigrants' cultures; viewing film adaptations from appropriate books; summer book discussion groups; using music to promote reading; using teen and senior citizen volunteers to help restore books; teens as computer tutors for other…

Drawing on recent experience and observation in New South Wales, this paper describes issues facing authorities, planners and librarians who are working on public library building projects. The author emphasises the need for all involved to focus not just on traditional good design principles, but also on user needs, consulting the community,…

This paper reports a research project funded by the State Library of NSW and the National Library of Australia which focuses on the training needs of public librarians for using electronic databases, and the subsequent development of training modules to address them. The paper discusses literature relevant to training issues in database use for…

Presents a brief overview of the sociological forces shaping the discourse of disability; examines the part that public libraries have played, or failed to play, in addressing issues of exclusion as they relate to people with disabilities. Focuses on Australia's deaf community and its particular informational needs. The low impact of the…

Accreditation standards for professional schools offering social work degrees mandate curriculum content that provides students with skills to analyze, formulate, and influence social policies. An important source of analytical thinking about social policy is the "grey" literature issued by public policy organizations, think tanks,…

High school students often use online databases and the Internet in the school library media center (SLMC) to complete teachers' assignments. This case study used a survey to assess teachers' awareness of electronic resources, and to determine whether their directions influence student use of these resources in the SLMC. Participants were teachers…

The present study investigated the validity of LibQUAL+[TM] scores, and specifically how total and subscale LibQUAL+[TM] scores are associated with self-reported, library-related satisfaction and outcomes scores. Participants included 88,664 students and faculty who completed the American English (n[AE] = 69,494) or the British English (n[BE] =…

In the late 1970s and early 1980s, audiobooks began to gain a place in libraries and became part of library collections and services. The growing interest in including them in school and public libraries was concurrent with widespread use of audiocassettes at home and in business. Children and adults enjoy listening to audiobooks as much as…

Given that the average librarian is a Boomer and over 50, there is a gap of one to two generations between most of the profession and a growing group of primary users, whom librarians need to understand in order to serve well. The generation in question, which some call Millennials, but this article will refer to as NextGens, is made up of…

Media specialists and teachers spend an estimated $1.4 billion annually on nonfiction titles. And even though most librarians, like Shirley Morand of New Richmond High School in Ohio, expect budget cuts this academic year, they still plan to dish out a sizable chunk of money on books that support students' textbooks, according to School Library…

Kim Charlson believes everyone should live life to the fullest no matter what their handicaps. Blind since early childhood, she chose librarianship because, as a braille reader and avid user of talking books, she wanted to be "in a decision-making capacity in the library field and influence the direction of library services for people with…

Designing curricula around the standards, with clearly delineated strategies, expectations, and evaluative procedures, is thought to assure that growth in student achievement may be tracked. While this process can sometimes be nebulous, one thing is certain: clearly understanding what is involved in reaching a degree of excellence and determining…

Calls for proper assessment of students' abilities are on the rise in the U.S. and the No Child Left Behind Act is one example of the efforts undertaken at the state and national level. The role of library media specialists in the authentic assessment of students where they perform tasks that demonstrate their grasp of essential knowledge and…