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)