The University of North Dakota (UND) Libraries have developed a multi-award winning Customer Service Program (CSP) involving longitudinal assessment and continuous improvement. The CSP consists of iterative training modules; constant reinforcement of Customer Service Principles with multiple communication strategies and tools, and incentives that…

A growing trend at universities is to use digital badges (micro-credentialing) for capturing the "soft skills" students gain outside of the classroom. Libraries can use this opportunity to become campus leaders in digital badges, using the system to not only promote their information literacy activities but to coordinate workshop…

The authors discuss the long-term accumulation of unstandardized and inaccessible content within the Libguides system and the decision-making process to create and implement a set of standards using the migration to the LibGuides2 platform as a vehicle for change. Included in the discussion are strategies for the creation of standards and…

The University of Manchester Library (UML) is embarking on an ambitious new strategy that aims to align the library more closely to the work of the University--to contribute to the University's strategic success. This article describes elements of the strategy development and content, focusing on methods used; how the service has worked…

School librarians throughout the country struggle to determine how to enact meaningful change that will strengthen their programs. They seek ways to increase collaboration with classroom teachers, to prepare their collections to meet the needs of the new Common Core State Standards, and to offer highly effective programs that prepare students to…

Birmingham City University's Library and Learning Resources' strategic aim is to improve student satisfaction. A key element is the achievement of the Customer Excellence Standard. An important component of the standard is the mapping of services to improve quality. Library and Learning Resources has developed a methodology to map these…

Librarians might remember that day, whether it was a month ago or over ten years ago. They may have asked themselves what they needed to know, how they should do it, how they could improve it, and, if change was needed, whether they could effect change with ease or would be met with opposition? Did they go in like lambs and become lions, or learn…

The 21st-century student is highly technological. In order to encourage and enable the technologically advanced students, the authors wanted to develop a technology equipment service in the library at Texas A&M University-Commerce. They had an idea of what they wanted to accomplish but were unsure of how to get started. They started a small…

This article provides a case study of how the University of Nebraska College of Law and Schmid Law Library use "buttons" to manage Law College faculty members' and librarians' online presence. Since Google is the primary search engine used to find information, it is important that librarians and libraries assist Web site visitors in…

School librarians play an important role in developing a technology plan for the school library program that reflects teaching and learning for today's education. The school librarian's leadership in the overall process and the written plan itself can influence future strategies for teaching and learning with technology that can go well…

One of the toughest challenges in an academic library systems office is how to manage and present the extensive selection of electronic resources from a variety of vendors. At York College of Pennsylvania, the authors participated in an admissions-driven web revision cycle and used a campus-provided CMS for 8 years. During this time, they tried…

Purposeful assessment of space for the understanding and improvement of the academic library is a relatively new area of inquiry. This essay offers a framework to consider different factors affecting such an assessment and insights for undertaking a meaningful inquiry about the relationship of space to an academic library's evolving purpose as…

As libraries face a veritable explosion of electronic resources and as the interconnectedness of print and online resources becomes increasingly complicated, many librarians are challenged to find efficient and cost-friendly ways to manage these resources. In this article, the authors describe how a team of people from various library departments…

The Library of Birmingham (LoB) is a 193 million British pounds project designed to provide a new space for lifelong learning and knowledge growth, a physical and virtual portal for Birmingham's citizens to the wider world. In cooperation with a range of private, public, and third-sector bodies, as well as individual citizens, the library, due to…

Collaboration in the library need not always follow the standard pattern of "one" library media specialist working with "one" core teacher. Why not toss an art or drama instructor into the mix and watch the fun and excitement intensify? In this day of testing and curriculum standards, creative projects involving several staff members are too often…