Information is a consumer-driven commodity; the very existence of libraries and information centers is based on the patrons' need for specific information or material. This professional resource shows how to use management methods to implement a strong customer service program to deliver better service to patrons. This book outlines the reasons…

Characteristics of selected public libraries into which adult literacy programs have become integrated are reported. Data are drawn from visits to five library literacy programs, telephone interviews with officials of 20 selected library literacy programs, and data submitted in the nominations of 68 programs from 22 states. Part 1 describes the…

A thorough understanding of the uses and applications of statistical techniques is integral in gaining support for library funding or new initiatives. This resource is designed to help practitioners develop and manipulate descriptive statistical information in evaluating library services, tracking and controlling limited resources, and analyzing…

This study examined the state of formal staff training and development in Association of Research Libraries (ARL) member libraries by identifying what programs are offered; how they are organized, administered, and budgeted; who participates; and how training is evaluated. In February 1997, a survey was distributed to all ARL libraries; of the 120…