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…

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…

Research libraries are taking on a range of new roles in the digital age as they become more deeply engaged in the creation and dissemination of knowledge. While some of these roles are extensions of traditional library activity, others are large new. This book explores some of these emerging functions, and includes several examples of how more…

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…

Examines current manifestations of museum-library partnerships in light of the post-object roles assumed independently by these institutions. Suggests that libraries assume a role traditionally associated with museums by incorporating objects into their collections. Two historical precedents and two models are presented. (Contains 65 references.)…

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…

Reference service technology has passed its first stage of insuring more accurate, rapid delivery of information. The second revolution underway will improve on both acquisition and retrieval of data. New technologies must fit into traditional reference service goals. The human should be given first priority. (Contains 46 references.) (Author/AEF)

Discusses impacts of the Internet on reference services and changing roles for reference librarians. Describes a continuum of libraries (Sutton) from a paper-based (traditional) to a fully digital library. Examines K-12 uses and benefits of digital reference services (question-and-answer services sometimes referred to as AskA's). Describes K-12…

The complexity of the information environment, and more uncontrolled distribution and access, lead to new issues for users. Reference services, with a stronger instructional role, must become more proactive in providing a fully developed repertoire of services responsive to the multifaceted queries facing librarians today. (Contains 31…

This review focuses on characteristics of effective school library programs which significantly affect student achievement and which have the support of educational decision-makers. In schools with good resource centers and the services of a teacher-librarian, students perform significantly better on tests for basic research skills. The evidence…

Argues that, in spite of the financial burden on local, state, and federal justice systems, prison libraries must be transformed from access-to-the-courts programs and emerge as community information and cultural centers that provide both electronic and book formats. (AEF)

Chapter 2 Formula funds provide federal aid to states through the Elementary and Secondary Education Act (ESEA) of 1965 as amended in 1988 by PL 100-297. Funds can support programs for students at risk of failure or dropping out, or students for whom providing an education entails higher than average costs. Funds can also support programs for…

The Council on Library Resources was created to address the problems of libraries and is now committed to the most significant library problem of all, ensuring that library resources are embraced as part of the solution for people who seek to solve their own problems and those of their communities and institutions. In this annual report, the…

In April 2000, the Digital Library Federation commissioned three reports to address broader concerns about digital collections in research libraries. This report synthesizes the nearly 10 years' experience that libraries have had digitizing items from their rare, special, and general collections, and making them available online. The report…

This report provides a step-by-step look at defining, planning, implementing, operating, and supporting Internet services for library patrons. Experts from the Cambridge (Massachusetts) Public Library share their experiences pioneering a high-speed, graphical Internet service that supports the full range of multimedia materials available across…