Offers suggestions for libraries on how to develop a customer service plan to provide excellent service, create a positive environment for staff members, foster new and continued positive relationships with patrons, and evaluate customer service goals and objectives. Also discusses policies and building appearance. (Author/LRW)

Describes a field study of four public libraries that examined the extent to which differences in local implementation of the Public Library Association's long-range planning process produced differences in planning outcomes. Reasons for deciding to plan, participant evaluation of the process, and specific outcomes are highlighted. (LRW)

explains the work by the Maryland Association of Public Library Administrators Birth to Five Task Force that has helped public libraries get involved in community programs for preschoolers. Topics include national resources and initiatives; brain research; reading research; Early Childhood Longitudinal Study; systems reform for solving community…

Discusses the impact of the Library Services and Construction Act (LSCA) on state prison libraries. Evaluations of the LSCA are reviewed; the effectiveness of the LSCA in the areas of library budgets, staff, and book collection size is considered; and recommendations for further research are suggested. (22 references) (LRW)

Describes a public library program designed to stimulate appreciation of adult fiction written in and about the contemporary western United States. Discussion covers project objectives, oral interpretation of literature, project phases, study guides and bibliographies, staff orientation, lectures, evaluators, personnel, publicity, problems, and…