Examines the role of information professionals in selecting vendor services within the context of the theme "the future of information services." Reviews options information professionals have in terms of selecting vendor services; evaluates professional services, end-user services, and vendor support; and provides an historical…

Library book vendors are facing new realities in the 21st century. Changes in continuations, firm order placement, value-added services, approval plans, retrospective collection development, and database creation and maintenance are being effected in an effort to keep current customers and attract new ones. Those changes and the subsequent shift…

Examines the role of commercial document delivery. Discusses interlibrary loan (ILL); access versus ownership decision making; degree of use and patron use of commercial document delivery; and use of library materials funds. Concludes that document delivery will not totally replace ownership or ILL, but that it is becoming more important because…

Discusses the future outlook for reference librarians, with topics including: "Technology as the Source of Change"; "Impact of the Internet"; "Defining the Virtual Library"; "Rethinking Reference"; "Out of the Library and into the Streets"; "Asking Users About Their Needs"; "Standardization and Artificial Intelligence"; "The Financial Future"; and…

Discusses the determinants of the quality of library services, the difficulties involved in attempting to measure quality, and the need for the profession to explore methods to improve library service quality. (CLB)

Uses OCLC (Online Computer Library Center) interlibrary loan (ILL) statistics to support a presentation of trends in library access, ownership and resource sharing. Statistical tables and a discussion of ILL activity specifically focus on ILL's increasing technological and economic requirements. Suggestions are made on how libraries may meet these…

Focuses on the customer satisfaction element of Total Quality Management (TQM) in libraries, including definition of the terms customer and customer satisfaction, determining customer expectations, complaint systems, keeping customers, and empowerment of staff. Appendices list approaches libraries and other organizations have used to improve…

Reviews the role of library networks in improved access to resources, increased productivity, and cost effectiveness. The impact of electronic information on these functions is discussed, and strategies for effectively networking electronic information are presented. (1 reference) (CLB)

Analyzes the trend of increased budget cutting in public and academic libraries. Examines the use of fee-based services as a source of revenue, a way of supplementing basic library services, and a way of establishing a marketplace for library services. Discusses causes of budgetary cuts and offers a futuristic model for library services. (JMV)

Discusses four trends relating to document delivery (DD), its future, and its impact on both the publisher and the library: (1) growth of DD; (2) acceptance of DD as a component of collection development and interlibrary loan; (3) move toward electronic publishing and delivery; and (4) growing voice of the author. Eight charts illustrate trends.…

Advocates the use of the Total Quality Management (TQM) model for libraries to survive financially and to retain their customers. An award for library quality based on the Malcolm Baldridge Award is proposed to enable institutions to use an evaluation procedure that rewards a commitment to continuous improvement. (Contains five references.) (EAM)

Provides a brief history of library cooperation in America, with emphasis on the latter half of the 20th century. Identifies motives for library cooperation, potential obstacles and keys to success, as well as a nexus between service quality improvement and library cooperation. Describes the role of library consortia in the current electronic…

Responsibilities and relationships of professional and paraprofessional library staff are changing as a consequence of societal, educational, and technological forces. These changes are having lasting impact on organizational structure, particularly in the face of increasing service expectations and higher costs. This article contains suggestions…

Discusses the future of libraries in the electronic age both in terms of the facility itself and of the types of information to be stored or accessed in the facility. Library facilities must have the ability to adapt easily both to technological changes, changing patterns of service and use, and the growth and change of departments, within the…

Addresses training in the context of organizing and implementing a Total Quality Management (TQM) initiative. The customer service implications and relevant training or skill implications for the following phases are described: (1) exploration and commitment; (2) organizing for quality; (3) start up; and (4) expansion and integration. (Contains 18…