Describes customer call centers that provide customer service and support in business and considers how their routines could be adapted to library operations. Topics include centralized staff; interactive voice response; automated call distribution; question analysis; sophisticated software; training and monitoring; telephone reference; and…

Describes the Z39.50 information protocol standard and how it will simplify the ability to acquire electronic information. The role of the Z39.50 standard in facilitating communication between computers, its significance to librarians, and the potential of the protocol are discussed. How the standard works is discussed in terms of client/server…

Reports on the third national conference of the American Library Association's Library and Information Technology Association, which was held September 13-16, 1992, in Denver, Colorado. Program highlights are summarized, including virtual communities, virtual reality, the electronic library, artificial intelligence and expert-systems, navigating…

Describes the development of the WAIS (Wide Area Information Servers) protocol, a system that allows users access to personal, corporate, and commercial electronic information from one interface. The availability of WAIS on the Internet and the reactions of users are addressed. Several problems are considered, including funding, hardware…