Describes customer call centers that provide customer service and support in business and considers how their routines could be adapted to library operations. Topics include centralized staff; interactive voice response; automated call distribution; question analysis; sophisticated software; training and monitoring; telephone reference; and…

Argues that library skills and methods used for organization of information are needed to organize Internet information resources. Four aspects of information organization are discussed: recording existence and identity of information bearing entities; acquiring these entities; providing name, title, subject, and other access information; and…