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,…

Discusses how to use attribute sampling to assess the accuracy of a library circulation system. Describes the nature of sampling, sampling risk, and nonsampling error. Presents nine steps for using attribute sampling to determine the maximum percentage of incorrect records in a circulation system. (AEF)

Provides insights from experienced managers that may be useful for newly appointed library managers or directors, and details the issues they will face as supervisors. Highlights include decision making and change; motivation and delegation; general observations about management, such as coping with stresses; clarification of goals; and ethics.…

Discusses factors that affect the process of furnishing a library: different areas require different designs, patron demand for aesthetic design, laws governing furniture choice, incorporating technology into design, and the need for market appeal. A list of design criteria is provided to aid in selecting library furniture and an appendix lists…

Includes four articles that provide librarians with basic pointers on writing and publishing. Highlights include generating ideas; journal articles; collaboration possibilities; potential publication sources; copyright concerns; citations; statistical design; peer review; relevance; the library science market; pricing; publishers; and book…