Describes a plan developed by the Phoenix Public Library that involved all librarians working in branches in defining what constitutes excellence in professional performance in the areas of collection development, reference and reader's advisory services, and community interaction. Characteristics related to excellence are identified, and…

Discusses problems and opportunities encountered in implementing staff exchange programs among reference departments of a multibranch academic library, based on experiences at the University of New Mexico. Highlights include communication; collaboration; uniformity of service; implementation criteria; goals; training; workloads and scheduling; and…