Arguing that complaints are inevitable and that complaint handling should be an integral part of the library's public service program, this paper identifies and discusses the components of such a program. Concerns discussed are those that should be of general interest to all types of libraries, and the primary focus is on external complaints,…

Specific circulation desk procedures and policies which student assistants helped to create and for which they are responsible are listed. A checklist for students to use in assessing their skills and knowledge of procedures and locations is provided, as well as a list of 30 questions frequently asked by library patrons; answers are included.…

In this document the collection goals of the William Paterson New Jersey State College library are enumerated and the policies and procedures of the library regarding the selection and acquisition of different types of materials are summarized. Following a short introduction to the function of collection development policies is a general statement…