Through vision, leadership, and creativity, Salisbury University's Blackwell Library transformed its access services department structurally and philosophically to better position itself to meet, and strive to exceed, today's user needs and expectations. Restructuring and the introduction of new leadership and new ideas provided the foundation for…

This paper outlines the emerging trends for leadership in the knowledge era. It discusses these within the context of leading, creating and sustaining the performance development cultures that libraries require. The first step is to recognise that we all need to take leadership personally no matter whether we see ourselves as leaders or followers.…

Library users' evolving information needs and their choice of search methods have changed reference work profoundly. Today's reference librarian must work in a whole new way--not only service-focused and businesslike, but even entrepreneurial. Murphy innovatively rethinks the philosophy behind current library reference services in this…

Library scholars and practitioners have frequently reflected on the various factors that in combination make up a hospitable library, but there has been little theoretical synthesis of the notion of the library as a place of hospitality. The hospitality industry provides a rich vein of theoretical material from which to draw definitions of…

Circulation is the library's tireless foot soldier: it serves as the front gate to the library's services and resources. This service point is where most patrons enter and leave; and experience their first and last impressions--impressions that linger. In an age when academic libraries are facing meager budgets and declining usage statistics, this…

Over the years, the Columbus Metropolitan Library (CML) has experimented with various continuous improvement initiatives. Some projects fizzled owing to the universal killers of grand ideas such as inertia, inconsistent implementation, lack of buy-in, "flavor of the month" attitude, and the all-time favorite: if they ignore this idea it…

Discusses Total Quality Management (TQM), benefits to libraries, and possible barriers to its adoption. An overview is provided of 13 articles included in this issue on (1) library approaches to TQM; (2) implementing a TQM program; (3) supporting TQM efforts; and (4) learning from the experience of others. (EAM)

Describes the features of the Austin Public Library that made it Library Journal's pick for the 1993 Library of the Year Award. The library's outreach programs, use of total quality management, volunteer program, and the bonds between the library and the city government are covered. (KRN)

The University of Chicago's Joseph Regenstein Library Bookstacks Department has used process mapping and continuous improvement to successfully improve its overall operations. The most recent efforts focus on Lean manufacturing, an initiative centered on eliminating waste in manufacturing processes. The conversion of the Bookstacks Department from…

Discusses the use of evaluative techniques to measure outcomes that show the value and worth of librarians and library services. Highlights include quality improvement; evaluating quality; measuring concepts as opposed to concrete variables; meeting users' information needs; measuring intangibles; and measures from total quality management. (LRW)

In addition to building a new facility and providing innovative services to its students/faculty/administration, the Valley Library of Oregon State University, winner of the Gale Group/Library Journal Library of the Year Award, has created partnerships with public libraries, the business community, school districts, and other academic…

Discussion of Total Quality Management (TQM) highlights its history in business and industry, explains its use in higher education settings, and describes recent quality efforts in library services. Topics addressed include a history of quality; barriers to quality control; examples at Pennsylvania State University; and learning opportunities for…

Discussion of customer service and Total Quality Management in academic libraries highlights selected customer-service training programs and popular customer-service videos. Topics discussed include utilizing campus resources; staff attitudes; commitment of administrators; and service training issues for academic library managers. (22 references)…

Discusses how to improve library reference service, especially the effective delivery of accurate answers, based on a program at Wichita State University (Kansas) that used concepts of quality from business and organizational management. Topics addressed include customers and customer service, and methods of reference service evaluation. (Contains…

At Samford University (Alabama), Total Quality Management methods and tools were used to reorganize the library. The professional librarians formed the quality team. Focus on customer needs and restructuring of staffing and organizational processes have resulted in both quantifiable and less tangible improvements in service and environment. (MSE)