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…

In the summer of 2013, staff in the Access Services unit of an academic library began a cross-training and collaboration project in an effort to provide continued library service to the campus community. The cross-training was established in an attempt to address a shortage of staff as a result of budget cuts. The cross-training resulted in the…

In the early drafts of the "Information Literacy Framework for Higher Education," metaliteracy and metacognition contributed several guiding principles in recognition of the fact that information literacy concepts need to reflect students' roles as creators and participants in research and scholarship. The authors contend that diminution…

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…

La Trobe University Library has embarked on an institution-wide project with the objective of enabling students to engage with scholarly and credible information from the first year. This initiative by the library is in response to La Trobe curriculum reform. In particular, it aligns information literacy with the inquiry/research graduate…

Today's undergraduates approach research with needs and expectations that challenge traditional library services. The foundation for leading an effective response is the ability to assess undergraduate needs and translate these needs into tangible strategic initiatives that contribute to student academic success. This paper describes the…

This report draws on the results of a survey and case studies of Digital Library Federation (DLF) members (Council on Library and Information Resources - CLIR). The survey was intended to document how DLF member libraries are focusing their digital library programs: how and under what circumstances their programs were initiated; the influences…

Explores how a tenure support group can provide a mechanism for discussing concerns and channeling efforts for academic librarians seeking faculty status. Discusses establishing tenure support groups and their role. Describes programs presented to tenure-track librarians at Texas A&M University, and outlines benefits of participation. (PEN)

As part of a move toward data-driven decision making, the University Libraries at Virginia Tech made a commitment to evaluate library instruction systematically. During the design and implementation phase of the program, library faculty developed a variety of tools for evaluating teaching, tested them out, and consulted with educational experts to…

Describes the objectives, development, and implementation of a professional continuing education program for academic library personnel. The program is evaluated in terms of staff response to various activities, director support, cost considerations, and overall effectiveness. (CLB)

Focuses on the new role of a university library as a strategic partner within the university. Suggests the changes of the operating environment of universities will demand for new competences, tasks, modes of management and leadership, as well as organizational structure in libraries. Presents findings of the evaluation processes carried out in…

Most librarians know the importance of disaster preparedness. Many disasters could have been prevented altogether or have had reduced impact if institutions had been better prepared. This resource guide suggests how disaster preparedness can be achieved at cultural institutions. Twenty-three basic resource articles are presented to introduce…

Fontbonne College's academic dean and vice president for academic affairs appointed a task force in August 1997 to investigate, over the course of one year, ways in which the library's development could be centered in teaching and learning. More specifically, the task force was to determine how library and information services could be rooted in…

The practicum sought to identify areas of relative strength and weakness in support for the Saint Leo College (Florida) Library Acquisitions Project, a project to improve library support to the Military Education Program administered by Saint Leo College on military installations throughout the Southeast. Using the Interactive Forces Theory of…

Library binding is one of the activities typically included in newly created preservation departments, but librarians continue to discover that transforming a traditional binding program into one that better meets preservation objectives requires considerable investment of time. This resource guide is intended to help libraries review their…